Patient onboarding · Production

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

The problem

MUSC Health faced three interconnected challenges: delivering personalized patient access across 750+ care locations, automating manual analog processes including intake, registration, and appointment scheduling, and reducing the administrative burden on staff to free capacity for direct patient care.

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.
▾ 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 patient 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
EHR 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
Personalized digital registration
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). Returning patients experience an efficient process with pre-populated form fields based on information …”
6
EHR workflow integration
Integration
The workflows and data created 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”
7
Touchless appointment confirmation
Output
MUSC Health enables patients to confirm or cancel their appointments without sending a message or making a phone call.
▾ source quote
“MUSC Health enables patients to confirm or cancel their appointments without sending a message or making a phone call”
Reported outcome

MUSC Health reached 110,000 monthly digital registrations, reallocated over 1,300 hours per week of staff time to higher-value patient care, achieved 98% patient satisfaction, and increased digital intake completion by 30% for Spanish-speaking patients.
The mammogram outreach program resulted in over 1,100 self-scheduled appointments without staff involvement, with 122 women found to have abnormal results.

Reported metrics
Mammogram appointments scheduled on first evening without staff147
Women who completed mammogram outreach experiencemore than 5,100
Women who self-scheduled mammograms without staff involvementupward of 1,100
Women found with abnormal mammogram results122
Show all 11 reported metrics
mammogram appointments scheduled on first evening without staff147
women who completed mammogram outreach experiencemore than 5,100
women who self-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 rate98%
digital intake completion rate increase for Spanish-speaking patients30%
departments with digital registration deployed760
providers with digital registration deployed3,000-plus
Reported stack
Notableelectronic health record (EHR)
◆ Does this fit your context?

Compare to your context

Tell us your scale, team, and constraints. We'll show what changes at your size, what fails at your scale, and whether this case is a fit, needs adaptation, or won't scale to you. Free demo, no signup.

Compare to your context →
~30 seconds · free
Source
https://www.notablehealth.com/customer-stories/customer-story-musc-health
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

MUSC Health reached 110,000 monthly digital registrations, reallocated over 1,300 hours per week of staff time to higher-value patient care, achieved 98% patient satisfaction, and increased digital intake completion b…

What tools did this team use?

Notable, electronic health record (EHR).

What results were reported?

Mammogram appointments scheduled on first evening without staff: 147; Women who completed mammogram outreach experience: more than 5,100; Women who self-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 patient self-scheduling → EHR chart auto-update → Personalized digital registration → EHR workflow integration → Touchless appointment confirmation.

Related patient onboarding cases

WHAT TO DO WITH THIS

Now compare it to your context

This case is one data point. Whether its pattern fits you depends on your volumes, your stack, and your exception load — that comparison is the step no case study can do for you.

Browse the Patient onboarding cases →