Patient onboarding · Production

MUSC Health uses Notable AI automation to transform patient access and eliminate manual staff work across 750+ care locations

The problem

MUSC Health faced three interrelated challenges: making patient access convenient across a large, diverse geographic footprint; automating analog, human-dependent administrative processes like intake, registration, and scheduling; and reducing documentation and administrative burden on providers and staff.

Workflow diagram · grounded in source
1
Care gap identification
Trigger
MUSC Health identified more than 30,000 women across the state who were overdue for a mammogram.
▾ source quote
“MUSC Health identified more than 30,000 women across the state who were overdue for a mammogram”
2
Personalized automated outreach
Ai action
Outreach was carried out in the patient's preferred language and using her preferred method of communication (email or text message).
▾ source quote
“outreach was carried out in the patient's preferred language and using her preferred method of communication (email or text message)”
3
Staff-less self-scheduling
Output
Patients were able to schedule mammograms directly at their nearest clinics without picking up the phone or talking to a scheduler.
▾ source quote
“patients were able to schedule mammograms directly at their nearest clinics without picking up the phone or talking to a scheduler”
4
Chart auto-update
Integration
Charts were automatically updated for patients who went through the experience and indicated they had already gotten their mammograms.
▾ source quote
“Charts were automatically updated for patients who went through the experience and indicated they had already gotten their mammograms”
5
Pre-appointment registration dispatch
Ai action
Notable automatically sends personalized registration instructions to patients with upcoming appointments based on whether they are new or returning patients.
▾ source quote
“Notable automatically sends personalized registration instructions to patients with upcoming appointments, based on whether they're new or returning patients, using their preferred method (emails or text messages)”
6
Pre-populated form completion
Output
Returning patients experience pre-populated form fields based on information from past encounters, ensuring they never have to answer the same question twice.
▾ source quote
“Returning patients experience an efficient process with pre-populated form fields based on information from past encounters, ensuring that they never have to answer the same question twice”
7
EHR data integration
Integration
Workflows and data are tightly integrated into MUSC Health's electronic health record (EHR) and user workflows.
▾ source quote
“The workflows and data created are tightly integrated into MUSC Health's electronic health record (EHR) and user workflows to create a seamless operational experience”
Reported outcome

MUSC Health's automation partnership with Notable drove: upward of 1,100 women scheduling mammograms without staff (122 found with abnormal results), 110,000 monthly digital registrations, staff reallocation of over 1,300 hours per week to higher-value tasks, 98% patient satisfaction, and a 30% increase in digital intake completion for Spanish-speaking patients.

Reported metrics
Mammogram appointments scheduled on first evening without staff147
Women who completed the mammogram outreach experiencemore than 5,100
Women who scheduled mammograms without staff involvementupward of 1,100
Women found with abnormal mammogram results122
Show all 10 reported metrics
mammogram appointments scheduled on first evening without staff147
women who completed the mammogram outreach experiencemore than 5,100
women who scheduled mammograms without staff involvementupward of 1,100
women found with abnormal mammogram results122
monthly digital registrations completed110,000
staff time saved per digital registrationthree to five minutes
staff hours reallocated per weekover 1,300 hours per week
patient satisfaction since go-live98%
digital intake completion rate increase for Spanish-speaking patients30%
departments deployed enterprise-wide760
Reported stack
NotableEHR
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Source
https://www.notablehealth.com/customer-story/musc-health
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

MUSC Health's automation partnership with Notable drove: upward of 1,100 women scheduling mammograms without staff (122 found with abnormal results), 110,000 monthly digital registrations, staff reallocation of over 1…

What tools did this team use?

Notable, EHR.

What results were reported?

Mammogram appointments scheduled on first evening without staff: 147; Women who completed the mammogram outreach experience: more than 5,100; Women who scheduled mammograms without staff involvement: upward of 1,100; Women found with abnormal mammogram results: 122 (source-reported, not independently verified).

How is this patient onboarding AI workflow structured?

Care gap identification → Personalized automated outreach → Staff-less self-scheduling → Chart auto-update → Pre-appointment registration dispatch → Pre-populated form completion → EHR data integration.

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