Patient onboarding · Production

Montage Health unlocks $2M annual value with Notable AI for patient registration, care gap closure, and appointment automation

The problem

Montage Health operated with fragmented patient engagement tools across departments, high front desk staff turnover, and manual chart review workflows too time-consuming to scale, creating an inconsistent patient experience and administrative burden that outpaced available staff.

First attempt

The EHR system digitized work but did not provide automation, and multiple separate appointment reminder tools created a fragmented, inconsistent patient experience.

Workflow diagram · grounded in source
1
Automated appointment reminder sent
trigger
“automated appointment reminders and the ability to confirm or cancel digitally”
2
Patient digital pre-registration
output
“patients complete their digital pre-registration, they can digitally pay their co-pays and prior balances before arriving at the appointment”
3
AI care gap chart review
ai_action
“Notable automates chart reviews for these categories, identifies care needs, and contacts patients accordingly”
4
Care gap outreach and scheduling
output
“Notable can address the care gap by automating chart reviews, getting information from patients that is necessary for gap closure, and/or scheduling the patient to come in for their screening to close the gap”
5
Patient feedback collection
feedback_loop
“Every time a patient completes their digital intake through Notable, Notable requests feedback, and then uses this feedback to improve the experience”
Reported outcome

The partnership yields an estimated $2 million in annual gross value; no-show rates dropped by 11 percent, point-of-service cash collections increased by 2.8 percent, and capacity equivalent to 13 FTEs was freed up with a 3–6 percent improvement in operational labor efficiency.

Reported metrics
Annual gross value from revenue capture and cost savings$2 million
No-show rate11 percent
Point-of-service cash collections rate2.8 percent
FTE capacity created13 FTEs
Show all 16 reported metrics
Annual gross value from revenue capture and cost savings$2 million
No-show rate11 percent
Point-of-service cash collections rate2.8 percent
FTE capacity created13 FTEs
Operational labor efficiency improvement3–6 percent
Digital intake completion ratefrom <20 percent to around 50 percent
Check-in speed improvementmore than 30 percent faster
Check-in time with Notablefrom 6 minutes to 2 minutes, and sometimes as little as 10 seconds
Patient satisfaction rating96.8 percent
Charts reviewedover 17,000
Care gaps pending closure through chart review6.5 percent
Care gaps addressable by Notable14.6 percent
Patients completing digital registration before visit53 percent
High-risk HPV patients identified for cervical cancer follow-upover a hundred
Front desk staff turnover rate during pandemic20-30 percent
Digital pre-registration rate with Notable vs Epic eCheck-infrom less than 20 percent to over 50 percent
Reported stack
NotableEpic
Source
https://www.notablehealth.com/customer-stories/unlocking-the-triple-threat-in-healthcare
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The partnership yields an estimated $2 million in annual gross value; no-show rates dropped by 11 percent, point-of-service cash collections increased by 2.8 percent, and capacity equivalent to 13 FTEs was freed up wi…

What tools did this team use?

Notable, Epic.

What results were reported?

Annual gross value from revenue capture and cost savings: $2 million; No-show rate: 11 percent; Point-of-service cash collections rate: 2.8 percent; FTE capacity created: 13 FTEs (source-reported, not independently verified).

What failed first in this deployment?

The EHR system digitized work but did not provide automation, and multiple separate appointment reminder tools created a fragmented, inconsistent patient experience.

How is this patient onboarding AI workflow structured?

Automated appointment reminder sent → Patient digital pre-registration → AI care gap chart review → Care gap outreach and scheduling → Patient feedback collection.

Related patient onboarding cases