Western New York Dermatology supports a large and growing patient base across a wide range of visit types, from routine skin checks to complex care management. As demand increased, the organization needed more ways for patients to reach them and more options for scheduling without relying solely on the phone. Hillary Diegelman, their Administrative Supervisor, described the challenge clearly.

“We cannot get enough people to answer the phones,” she shared. “And that is why we have implemented multiple ways and still looking for ways to improve the experience for our patients of how they can schedule that appointment.”

To keep pace with patient needs, the team began exploring digital tools that could expand access while supporting staff.

Making Scheduling Simpler for Every Visit Type

Dermatology scheduling carries a unique complexity. With multiple providers, each with different clinical rules, age limitations, insurance requirements, and more, staff were juggling constant decision-making while trying to keep patients moving smoothly through the system.

To make this easier, Diegelman and her team focused on creating workflows that could guide staff through each appointment type and reduce the pressure of remembering every rule in real time.

“It is putting less fatigue on them and just having everything harmonious that way,” Diegelman said.

Building structure into scheduling meant giving every team member the same information at the same time, leading to a more consistent experience for both patients and staff.

Self-Service Scheduling, Agentic AI, and Smart Routing

The first major step Western New York Dermatology took was launching self-service scheduling. Their patients could now book appointments directly from the organization’s website under each provider’s name, a simple but intentional shift that helped decrease phone dependency and made scheduling more accessible.

Once self-service scheduling was in place, the organization introduced agentic AI to automate call handling for routine tasks like cancellations and reschedules. This allowed patients to manage simple appointment changes independently at any time of day, while more complex clinical needs were directed back to staff.

The goal was not to replace the human touch but to ensure patients were matched with the right level of support for their specific visit type.

Automating the Waitlist to Keep Schedules Full

Like many healthcare organizations, Western New York Dermatology maintained an active waitlist. But managing it manually alongside heavy call volume created a significant workload for staff. Patients needed earlier availability, but staff did not have the capacity to call each person individually.

Automating the waitlist changed that. When openings became available, the system reached out to patients automatically and filled slots without requiring staff intervention.

“When people cancel an appointment, the system will reach out to the next patient and say we have an opening,” Diegelman explained.

This was especially helpful on high demand days like Mondays, when no shows and last-minute changes were common.

What Changed: A More Responsive Patient Experience

The combined impact of self-scheduling, agentic AI, and automated waitlist outreach created a more responsive scheduling experience for patients and allowed staff to focus their time on clinical needs that required empathy and human judgment.

“Our phone calls have actually gone up since adding the AI,” Diegelman adds. “It’s a great problem to have because we are able to handle more calls.”

More calls are handled. More openings are filled. More convenience for patients at any hour. And a more manageable workload for staff.

Lessons from Other Dermatology Organizations

Western New York Dermatology’s progress shows how even small, thoughtful steps toward digital access can create meaningful improvements. By layering solutions over time and aligning them with clinical workflows, dermatology groups can make scheduling more intuitive for patients while reducing the everyday burden on staff.

For other organizations, the path forward does not require a full overhaul. Start by identifying the points where patients struggle to connect. Introduce tools that simplify access. Use automation to support staff, not replace them. With the right approach, consistent and patient-friendly scheduling can become a natural part of daily operations.

Improve Access and Enhance Care with Relatient

Relatient is a healthcare technology leader dedicated to improving patient access through intelligent, mobile-first solutions. Our Best in KLAS platform Dash® integrates with leading EHRs and PM systems to streamline scheduling, personalized communication, online chat, mobile payments, and digital intake. Trusted by over 47,000 providers and managing approximately 150 million appointments annually, Relatient helps healthcare organizations optimize workflows, reduce no-shows, and enhance the patient experience with modern, consumer-driven solutions.