Case Study — Complete Health
30% of Self-Scheduled Patients Seen Within 3 Days Through Dash®
How a leading southern primary care CHC automated 54% of inbound calls and grew after-hours access by 33% with Dash® by Relatient.
Complete Health
34 locations · 185 providers · athenahealth
Specialty
Primary Care
Locations
34
Providers
185
EHR
athenahealth
Key Wins
4.7%
No-Show Rate
80%
Provider Utilization
30%
of Self-Schedule Appointments
Seen in 3 Days or Less
The Platform
What Is Relatient and the Dash® Platform?
Relatient is a patient engagement platform that helps healthcare organizations automate scheduling, streamline communication and reduce inbound call volume.
The Dash® platform combines intelligent scheduling, automated messaging and AI-powered voice technology to improve patient access and operational efficiency across every channel patients use to reach you.
Intelligent Scheduling
Rules-based engine across every channel.
Automated Messaging
Confirmations, reminders and recalls.
AI Voice Technology
Agentic Voice AI for inbound calls.
The Stakes
Why Patient Access Failures Hurt Growth
When patients can’t get an appointment quickly, the cost compounds — across revenue, retention and team capacity. The math behind broken access is unforgiving.
15–30%
of appointments go unfilled
Churn
Patients leave if access is delayed
Bottleneck
Call centers become a chokepoint
Burnout
Staff turnover and fatigue rise
01 — Context
The Goal
As Complete Health grew from 5 to 28 locations across Alabama, Florida, and Virginia, managing their patient base became challenging. Recognized by the NCQA for its patient-centered medical home delivery model, they were committed to providing the highest level of care without compromising on accessibility. However, with over 150 provider preferences and a high volume of patient calls, their scheduling process became a bottleneck. The goal was clear: centralize and streamline scheduling operations and reduce manual processes – all while prioritizing timely, efficient patient care.
“
One of the first things we did was centralize the scheduling process. It allowed us to take phone calls out of the front office, letting our staff focus more on patients in person.
– Erin Sandoval, Senior Director of Support Services
The Challenge
- High inbound call volume overwhelming the front office staff
- Complex provider scheduling rules across multiple locations was a bottleneck
- Manual processes, reliance on binders for provider rules
- Overwhemlming administative workload at the practices
02 — Approach
The Solution
To address these challenges, Complete Health centralized its scheduling processes
for both its contact center and by offering a new channel for online
patient self-scheduling.
01
Centralized Scheduling
This approach leveraged intelligent scheduling to automate
complex provider rules and ensured that patients were matched with
the right provider.
- Reduced average call times to under three minutes
- Reduced staff complexity
- One source of truth across locations
02
Patient Self-Scheduling
By streamlining the process, not only did it improve their
operational efficiency but also reduced manual methods, eliminating the need for binders or long hold times, decreasing administrative workload.
- Introduced new channel for patient self-scheduling
- 30% of self-schedule appointments seen in 3 days
- Phones relieved during peaks
03
Streamlined Process
By streamlining the process, not only did it improve their operational efficiency but also reduced manual methods, eliminating the need for binders or long hold times, decreasing administrative workload.
- Improved operational efficiency
- Phones relieved during peaks
- 80% provider utilization
“
We eliminated the need for schedulers to memorize 115 provider preferences by using Dash to automate those rules. This streamlined scheduling while maintaining the flexibility providers needed.
– Erin Sandoval, Senior Director of Support Services
03 — Outcome
The Relatient Difference
With the Dash scheduling solution in place, Complete Health experienced significant improvements in both operational efficiency and patient access. By centralizing, the organization reduced average call times to under three minutes, allowing staff to focus more on patient interactions. Additionally, 30% of self-scheduled appointments were seen within 1-3 days, significantly improving access to care for patients.
“Our motto is ‘patients first, always,’” Erin emphasized, “Intelligent scheduling ensures that if a patient can’t see their primary provider, they’re seamlessly connected with another care team member.” This flexibility and efficiency helped Complete Health strengthen its value-based care model, ensuring that patients always received the right care at the right time.
“
We’ve designed a system that grows with us, By leveraging intelligent scheduling, we maintain consistency across locations, support our providers, and keep patients at the center of everything we do.
– Erin Sandoval, Senior Director of Support Services
Executive Summary
Complete Health partnered with Relatient to improve patient access by making it easier for patients to schedule appointments online while optimizing provider availability. Using Dash® intelligent scheduling with athenahealth, the organization automated complex scheduling workflows, expanded self-service access, and connected patients to the right provider faster.
The result was a more efficient, patient-centered scheduling experience that accelerated access to care, increased online appointment adoption, reduced no-shows, and helped maximize provider capacity without adding administrative burden.
50K+
Providers
24/7
Access
1
Platform
