Sutter Health Scheduling at Scale: Building Healthcare's Most Innovative Call Center

Bringing patients and providers together at mutually convenient times creates a strong foundation for patient and provider satisfaction.  This kind of concierge scheduling is challenging to efficiently and effectively staff. At Sutter Health we are transforming the scheduling experience for our call center agents: they are now on a single application servicing many geographies.  Physician scheduling preferences are live on a single Pega application across our system, using first-of its kind real-time integration that leveraged FHIR standards and proprietary APIs to connect directly to our Electronic Medical Records. This project is on track to meet our goals of reduced training, labor savings, improved quality and better handle time.