The result is a complementary offshore-and-nearshore model: scale and cost-efficiency from the Philippines, time-zone-aligned agility from Trinidad, and a patient experience that held strong throughout the transition.
More Appointments Booked
Estimated Annual ROI
Patient Satisfaction
01
86% more appointments booked
A phased onshore-to-offshore transition scaled scheduling capacity without compromising service quality or patient experience.
02
$14.6M estimated annual ROI
A targeted outbound campaign reached 3,284 patients scheduled for mammograms and other screenings — rescheduling 2,082 completed appointments within six months.
03
Proven model, replicated nearshore
Success in the Philippines was rapidly extended to a nearshore Trinidad team that exceeded every service target within weeks of go-live.
A large, top-ranked academic medical center was experiencing rising scheduling volume across multiple Epic electronic medical record (EMR) instances yet faced limited ability to scale without significantly increasing onshore labor costs. The organization needed a digital transformation and engagement orchestration partner who could relieve pressure on in-house staff, scale rapidly, while bringing clinical expertise to close access gaps, and improve overall patient experience.
When COVID-19 forced the postponement of non-urgent screenings, the department also needed to swiftly identify and contact thousands of affected patients. Once clinics reopened, those patients had to be rescheduled efficiently without compromising inbound call performance or quality metrics.
Initially skeptical of offshore service quality, the provider needed to realize meaningful cost savings without any disruption in service or compromise to patient satisfaction (CSAT). With scheduling volume climbing across multiple Epic instances, the existing onshore-only model couldn’t scale affordably.
The organization required a partner who could prove quality at every stage, demonstrating consistent service levels, accurate Epic navigation, and a strong patient experience before any expansion of scope, geography, or volume.
The rightshoring partnership delivered measurable improvements across cost, scale, and quality.
Appointments booked
86%
Increase in appointments booked
Patients engaged
290%
More patients engaged with the addition of offshore support
Booked and kept
57.2%
Successfully booked and kept appointments, 52% booked plus 5.2% rescheduled
Patient satisfaction
97%
Overall patient satisfaction, 4.82 of 5.0 average survey score
Programs transitioned
100%
Transitioned to global delivery with zero service disruption, SLAs maintained and AHT decreased
Estimated annual margin
$14.6M
Estimated annual incremental margin from booking revenue and offshore cost savings
Following this success, the medical center is expanding the inbound call model to additional imaging centers and launching a new proactive outreach program for patients with MRI and CT referrals that remain unscheduled after seven days — reducing leakage and improving continuity of care.
| Service metric | Target | Actual |
|---|---|---|
| SLA achieved | 80% | 97-100% |
| Call abandonment | ≤5% | 0% |
| Average wait time | ≤5 seconds | 1-4 seconds |
| CSAT | ≥90% | 97-98% |
Frequently Asked Questions (FAQs) from health system leaders evaluating centralized scheduling and patient outreach solutions.
Centralized scheduling in healthcare consolidates appointment booking, inbound call handling, and patient communication into a single managed operation — rather than distributing those functions across individual front desk teams at each location. For health systems with multiple diagnostic imaging or radiology sites, centralized scheduling reduces service level inconsistency, frees clinical staff for in-person care, and scales more efficiently as call volume grows.
Health systems typically begin with a pilot at a single location — outsourcing all inbound call handling, not just appointment scheduling. Scope includes scheduling, directions, department transfers, and general patient questions. After pilot success, the model expands to additional sites. Flexible staffing allows the outsourcing partner to absorb volume spikes without degrading service levels or call answer performance.
Proactive patient outreach campaigns directly reduce radiology no-shows by re-engaging patients who have missed or cancelled appointments. Effective programs contact patients by phone, confirm rescheduling, and close the loop on referrals that have gone unscheduled past a defined threshold — such as MRI or CT orders unscheduled after seven days. The key is executing outreach without disrupting inbound call performance, which requires flexible staffing and clear service level agreements.
Radiology Scheduling at Scale
How one health system centralized 2,000 calls/day and rescheduled 3,284 patients — without breaking inbound performance
See how Carenet centralized inbound call management across 25 radiology locations, ran a 3,284-patient outreach campaign, and held 100% quality goals — simultaneously. Download the full case study to get the operational detail.
GLOBAL EXPANSION
Read the announcement and learn more about our new service center in South Africa
