50%
faster patient onboarding
31%
fewer failed payments
4.8/5
patient satisfaction
The goal
Shorten the time from booking to first visit, and let patients pay for care plans online.
The challenge
Paper intake forms, manual card entry and failed plan payments meant 20-minute waits at the front desk and staff chasing unpaid invoices.
How they did it
New patient intake at Clearview Health used to mean a stack of paper forms and a 20-minute wait before anyone saw a doctor. By moving intake online and letting patients complete forms ahead of their appointment, front-desk staff cut onboarding time in half. Dr. Ruiz says the change has done as much for staff morale as it has for patient satisfaction scores, which climbed sharply in the months after rollout.
The outcome
Online intake with card-on-file and automatic retries for failed payments. Onboarding time was cut in half within three months.
