Case Study: St. Luke’s Health System achieves 8,000+ new patient bookings and 287% booking growth with Optum Digital Scheduling (Optum)

How St. Luke’s Health dramatically increased patient volume using payer channel scheduling

St. Luke’s Health System, part of CommonSpirit Health, needed to expand digital access and attract net-new patients across its markets and 16 hospitals while improving scheduling for payer members like UnitedHealthcare and Aetna. In November 2020 they partnered with Optum (via DocASAP) to deploy Optum Digital Scheduling across consumer and payer channels to extend their digital front door beyond EHR-only booking.

Optum implemented an omnichannel Digital Scheduling solution (DocASAP) integrated with Epic and payer portals (including myUHC), enabling real-time self-scheduling, after-hours booking, automated reminders and payer-specific pathways. The results: 8,000+ bookings with net-new patients across 160+ providers in under two years, 43% of appointments booked after hours, 40% with less than four days' lead time, a 287% year-over-year increase in bookings and a 3% no-show rate—demonstrating clear patient-volume growth and revenue uplift driven by Optum.

St. Luke’s Health System