Building a New Ambulatory Care Network from the Ground Up
When a regional hospital system set out to establish its first multi-specialty ambulatory care location, several well-known physicians had committed to joining but remained employed elsewhere until their start dates. Patients were already calling to schedule. STATLINX designed a phased patient access strategy that protected future volume and became a repeatable provider onboarding model.
The challenge
Launching a new ambulatory network required more than opening doors and hiring providers. The hospital system needed a scalable process that would support multiple physician transitions over several months while ensuring patients did not become frustrated or seek care elsewhere.
Provider schedules were not yet available, but patients eager to follow their physicians were already calling. Without an established scheduling workflow, the organization risked losing valuable patient relationships during the transition period.
The solution
Our team partnered with the hospital to design a phased patient access strategy that bridged the gap between public awareness and provider availability. Prior to launch, our agents handled incoming patient calls on behalf of the facility.
Evolving the process
A few weeks after the location launched, the hospital system introduced temporary generic provider schedules within Epic. This enhancement eliminated the need to maintain callback lists while preserving the patient experience established during the pre-launch phase.
Instead of collecting patient information and waiting for schedules to open, our team could immediately schedule patients into the temporary provider templates. As physicians approached their go-live dates, the hospital migrated appointments to each provider’s permanent schedule — behind the scenes, with no disruption to the patient.
The results
The hospital successfully launched its first multi-specialty ambulatory care location while creating a scalable patient access model for future growth.