Case Study: Carle Physician Group improves complex scheduling and patient care with Panviva

Taming Complex Scheduling Challenges Saves Lives

Carle Physician Group, a multi-location health system with more than 265 providers and a centralized Patient Care Contact Center, was struggling with complex scheduling rules, frequent changes, and symptom-based calls. The team needed a way to keep information current, improve accuracy, and support schedulers who were often caught between provider preferences and patient needs. Panviva was brought in to help manage this complexity.

Using Panviva’s workflow and decision-tree guidance, Carle centralized scheduling rules, improved documentation and visibility, and built clinical triage paths for symptom-based calls. The system was implemented in about four months and cut update time from about 20 minutes to 5–10 minutes, while also improving staff morale, reducing confusion, and helping schedulers direct patients to the right level of care more confidently. Panviva also helped Carle expand the approach across additional departments.

Carle Physician Group

Kody Thomas

Scheduling Specialist III