Meridian Health runs 40 clinic sites across North America. Scheduling was still handled through a mix of phone calls and paper sign-in sheets, a system that had scaled by sheer administrative effort rather than by design.
The Challenge
No-shows were high, and nobody had good visibility into why. Front-desk staff spent a disproportionate share of their day on phone-based scheduling and manual reminder calls, time that came directly out of patient-facing work. Practitioners had no shared view of their own schedule across locations.
The Approach
We built a unified scheduling platform with automated SMS and email reminders, a practitioner-facing view that worked the same way across every clinic, and self-service rebooking so a missed reminder didn’t automatically become a missed appointment. Rollout happened clinic by clinic over eight weeks, with front-desk staff involved in testing before their own site went live, which caught real workflow issues a purely internal QA process would have missed.
The Results
Booking conversion rose by 42% once the self-service and reminder flows were live, and no-show rates dropped by 28% across all 40 sites. Front-desk teams report meaningfully less time on the phone for routine scheduling, freeing that time for in-person patient support.
