How Central Florida Health Care Increased Patients Served by 33% with Dash^®

Central Florida Health Care, an FQHC serving three counties, one of them the fastest growing in the U.S., was in the middle of explosive regional growth. With 80+ providers and specialties spread across 18 locations, its call center still ran on manual, paper-based scheduling processes with no single view of insurance rules, age restrictions and availability. New hires took three to six months just to learn the manual workarounds, and high call center turnover kept training cycles on constant repeat. The result was long call wait times, call abandonment rates as high as 20%, and the “third next available” appointment metric – a key access indicator – had stretched to nearly 50 days.

Beyond intelligence and automation, the Dash^® platform’s bidirectional
integration with the organization’s existing athenahealth workflow was a key differentiator. Provider rules, exclusions, and preferences configured in Dash^® apply consistently across the enterprise, whether a patient is booked by a call center agent or through self-scheduling. Because the solution works in the background, provider adoption required almost no behavior change.

Central Florida Health Care, a rapidly growing FQHC serving three counties and 80+ providers across 18 locations, needed to modernize a call center burdened by manual scheduling processes, long training cycles, and limited visibility into provider availability. By implementing Relatient’s intelligent scheduling platform and self-scheduling solutions, the organization centralized scheduling rules, streamlined workflows, and has improved access for both patients and staff. The result has been a 33% increase in unique patients served, significantly faster call center onboarding, improved operational efficiency, and a more scalable patient access strategy that supports growth without adding complexity.