Patient Appointment Scheduling Workflow

Complete end-to-end workflow from appointment booking through patient arrival, check-in, and encounter creation.

Workflow Overview

This flow demonstrates the complete patient scheduling journey in a modern healthcare system, including:

• Multi-Channel Booking: Online portal, phone, mobile app
• Insurance Verification: Real-time eligibility checking
• Pre-Visit Engagement: Forms, reminders, instructions
• Check-In Options: Kiosk, mobile, front desk
• Care Team Coordination: Provider notification and tracking

Key Features

Patient Self-Service

• Online Scheduling: 24/7 availability via patient portal
• Real-Time Availability: Live provider calendars
• Mobile Check-In: Contactless arrival
• Pre-Registration: Complete forms before visit

Insurance Management

• Eligibility Verification: Real-time 270/271 EDI transaction
• Copay Estimation: Transparent cost information
• Prior Authorization: Identify requirements upfront
• Self-Pay Option: Flexible payment options

Appointment Reminders

• Multi-Channel: SMS, email, phone calls
• Timing: 48 hours and 24 hours before
• Action Links: Confirm, reschedule, or cancel
• Reduction in No-Shows: Significant improvement

Check-In Options

Self-Service Kiosk

• Touch-screen interface
• Insurance card scanning
• ID verification
• Copay payment
• Forms completion

Mobile Check-In

• Geofencing enabled
• Check in from parking lot
• Contactless experience
• Preferred by many patients

Front Desk

• Traditional staff-assisted
• Preferred by some demographics
• Personal touch

No-Show Management

• Grace Period: 15-30 minutes
• Patient Contact: Attempt to reach patient
• Rescheduling: Proactive outreach
• No-Show Fee: Policy-dependent
• Slot Release: Make available for others

Technology Integration

Systems Involved

• Patient Portal: Web/mobile interface
• Appointment Service: Scheduling engine
• EHR Service: Patient records
• Eligibility Service: Insurance verification
• Notification Service: SMS/email
• Payment Gateway: Copay processing
• Kiosk Software: Self-service check-in
• Provider Portal: Provider-facing interface

Standards

• HL7 FHIR: Appointment, Patient, Practitioner resources
• X12 EDI 270/271: Insurance eligibility
• ICS: Calendar invitations
• OAuth 2.0: Patient portal authentication

Performance Metrics

Scheduling Metrics

• Online Booking Rate: % of appointments booked online
• Booking Abandonment: % who start but don’t complete
• Time to Schedule: Days from request to appointment
• Slot Utilization: % of available slots filled

Check-In Metrics

• Self-Service Rate: % using kiosk/mobile
• Check-In Time: Average time to check in
• Forms Completion: % completing pre-visit forms
• No-Show Rate: Target < 5%

Patient Satisfaction

• Ease of Scheduling: Survey score
• Wait Time: Actual vs estimated
• Overall Experience: NPS score

Patient Experience Improvements

Traditional (Paper-Based)

• ❌ Phone calls during business hours only
• ❌ Clipboard with forms in waiting room
• ❌ No advance notice of copay
• ❌ Long front desk lines
• ❌ Paper reminders (if any)

Modern Digital Experience

• ✅ Online booking 24/7
• ✅ Complete forms at home
• ✅ Copay estimate upfront
• ✅ Mobile check-in from car
• ✅ Automated SMS reminders

Provider Benefits

• Reduced No-Shows: Reminders and easy rescheduling
• Better Prepared: Pre-visit information collected
• Optimized Schedule: AI-based appointment types and durations
• Insurance Verified: Fewer billing issues
• Patient Arrivals: Real-time notification

Administrative Benefits

• Reduced Phone Volume: Self-service scheduling
• Improved Collections: Upfront copay collection
• Better Data Quality: Patient-entered information
• Staff Efficiency: Less manual data entry
• Capacity Management: Better slot utilization

Related Flows

• Lab Order Workflow
• Prescription Fulfillment
• Patient Admission (for hospital encounters)