North Kansas City Hospital and Meritas Health double new patient appointments with AI-powered intelligent scheduling

Prior to Notable, patients were frustrated with the existing online scheduling vendor, which only placed holds on provider calendars rather than completing bookings. This forced staff to manually confirm and rebook each appointment, creating significant duplicative work. The system lacked proactive outreach capabilities and could not intelligently route patients based on referral or prior authorization status.

NKCH and Meritas Health deployed Notable's Intelligent Scheduling platform, enabling true patient self-scheduling based on clinical need or provider guidance without requiring phone calls. The system proactively reaches out to patients throughout their care journey and only prompts scheduling once prerequisites such as referrals or prior authorizations are satisfied. The solution integrates with their Cerner EHR and replaced the previous vendor entirely.

Within the first six weeks of go-live, scheduled appointments for the same provider panel jumped from 5.7% to 14%, with over 400 online appointments booked per week. The system achieved a 96% patient satisfaction rating, an 85% digital completion rate, and 93% of online appointments booked without any staff intervention. Nearly 28% of appointments were booked outside standard office hours (8am–5pm), reflecting improved patient convenience.

• Replacing a passive calendar-hold tool with proactive intelligent scheduling can double new patient appointment volume without adding providers.
• Automating prerequisite checks (referrals, prior auths) before prompting scheduling reduces staff rework and improves booking accuracy.
• Offering 24/7 self-scheduling drives significant after-hours utilization, indicating unmet patient demand that phone-based workflows miss.