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Inova added more providers into its complex scheduling rules while relying on its call center as the primary channel for scheduling care. This became an issue when call center processes didn’t efficiently scale with provider growth, resulting in inaccurate appointments and poor provider matching. Inova leadership sought to expand patient access and complement the call center with online scheduling. To enhance the consumer access experience, Inova implemented DocASAP Online Appointment Schedule and Provider Search and Profiles to provide online appointment scheduling on its website. Download this case study to learn:
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