Patient onboarding · Production

Notable AI platform delivers $2M in annual value for Montage Health through patient intake automation and care gap closure

The problem

Montage Health operated multiple disparate appointment reminder systems and patient engagement tools across departments, creating an inconsistent patient experience. High front desk staff turnover during the pandemic, combined with an EHR that digitized but did not automate workflows, left chart reviews and care gap outreach time-consuming and manual.

First attempt

The existing EHR digitized workflows but did not automate them, and multiple appointment reminder tools across the hospital created a fragmented, disparate patient experience with no standardization.

Workflow diagram · grounded in source
1
Automated appointment reminder sent
Trigger
Notable sends automated appointment reminders with the ability for patients to confirm or cancel digitally.
▾ source quote
“automated appointment reminders and the ability to confirm or cancel digitally, boosting resource utilization”
2
Digital pre-registration and payment
Ai action
Patients complete digital pre-registration and can pay co-pays and prior balances before arriving at the appointment.
▾ source quote
“When patients complete their digital pre-registration, they can digitally pay their co-pays and prior balances before arriving at the appointment”
3
Streamlined digital check-in
Output
Patients using Notable check in more than 30 percent faster.
▾ source quote
“Patients who used Notable could check in more than 30 percent faster than those who did not (from 6 minutes to 2 minutes, and sometimes as little as 10 seconds with Notable)”
4
Automated chart review for care gaps
Ai action
Notable automates chart reviews for five care gap categories, identifies care needs, and contacts patients accordingly.
▾ source quote
“Montage Health targeted five care gap categories for Notable to support: cervical cancer, colon cancer, diabetic eye exam, breast cancer, and hypertension. Notable automates chart reviews for these categories, identifies care needs, and contacts patients accordingly.”
5
Care gap closure via patient outreach
Output
Notable addresses care gaps by automating chart reviews, collecting required patient information, and scheduling screenings.
▾ source quote
“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”
6
Patient feedback collected and applied
Feedback loop
After each digital intake, Notable requests patient feedback and uses it to improve the experience.
▾ source quote
“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 Notable partnership delivers an estimated $2 million in annual gross value through revenue capture and cost savings, reduced no-shows by 11 percent, increased point-of-service cash collections by 2.8 percent, and created capacity equivalent to 13 FTEs — a 3–6 percent improvement in operational labor efficiency — while achieving a 96.8 percent patient satisfaction rating.

Reported metrics
Annual gross value from revenue capture and cost savings$2 million
No-show rate reduction11 percent
Point-of-service cash collections rate increase2.8 percent
FTE capacity created13 full-time employees
Show all 16 reported metrics
annual gross value from revenue capture and cost savings$2 million
no-show rate reduction11 percent
point-of-service cash collections rate increase2.8 percent
FTE capacity created13 full-time employees
operational labor efficiency improvement3–6 percent
digital intake completion rate improvementdoubled from <20 percent to around 50 percent
patient check-in speed improvementmore than 30 percent faster
check-in time reductionfrom 6 minutes to 2 minutes
charts reviewed by Notableover 17,000
care gaps pending closure via chart review6.5 percent
care gaps Notable can address14.6 percent
patients completing digital registration before visit53 percent
patient satisfaction rating96.8 percent
pre-registration rate with prior tool vs Notablefrom less than 20 percent with Epic eCheck-in to over 50 percent
high-risk HPV patients identified for follow-upover a hundred high-risk HPV patients who had not followed up
front desk staff turnover during pandemic20-30 percent
Reported stack
NotableEpicPress Ganey
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Source
https://www.notablehealth.com/customer-story/montage-health
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The Notable partnership delivers an estimated $2 million in annual gross value through revenue capture and cost savings, reduced no-shows by 11 percent, increased point-of-service cash collections by 2.8 percent, and…

What tools did this team use?

Notable, Epic, Press Ganey.

What results were reported?

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

What failed first in this deployment?

The existing EHR digitized workflows but did not automate them, and multiple appointment reminder tools across the hospital created a fragmented, disparate patient experience with no standardization.

How is this patient onboarding AI workflow structured?

Automated appointment reminder sent → Digital pre-registration and payment → Streamlined digital check-in → Automated chart review for care gaps → Care gap closure via patient outreach → Patient feedback collected and applied.

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