Healthcare/Engineer · Operate

250K+ appointments a year. Under two minutes to book. 99.9% uptime.

A health system with 100+ clinics was stuck on a scheduling module that couldn't keep up. We built a new scheduling engine on top of their EMR instead of replacing it.

Client
Community Health System
Engagement
Multi-year engagement
Focus
Platform Modernization
Compliance
HIPAA
Enterprise scheduling platform on top of legacy EMR

01

The work

A federally qualified community health system with roughly 100 clinics in the Northeast, serving underserved and underinsured populations. They schedule about 250,000 appointments a year through several hundred call center and front desk staff, reaching somewhere between 800,000 and a million patients.

What was getting in the way

  • The EMR scheduler couldn't handle their reality: multiple clinics, different rules, insurer-specific constraints
  • Agents were clicking through screens and relying on memory to book a single appointment
  • Booking rules lived on sticky notes and in people's heads. Misbooks were constant.
  • Adding a new clinic or program meant weeks of work. The EMR couldn't keep pace with growth.
  • Leadership couldn't see scheduling performance, bottlenecks, or call center productivity in one place

02

What changed

Keep the EMR. Replace the scheduling experience.

They didn't need a new EMR. They needed a scheduling engine that sat on top of the one they had. The EMR stays the system of record. All day-to-day booking moves into a UI designed for call center speed.

03

What we built

We wired it together with HL7 for bi-directional sync on appointments and patient data, with error handling and reconciliation built in so the two systems stay in lockstep. The rules engine lets admins configure scheduling policies by clinic, provider, visit type, and insurance program. No code changes needed.

Rollout was incremental. We started with a handful of clinics, ran both systems in parallel until staff were confident, then scaled to 100+. Each iteration was shaped by the people actually using it.

AI-Enabled Custom Development

04

How it works

  • Custom scheduling platform handling 20,000+ appointments per month across 100+ clinics
  • HL7 integration with the EMR, both directions. No data fragmentation.
  • Rules engine that encodes multi-clinic scheduling policies in one place
  • Call center UI designed for speed: guided flows, fewer clicks, less room for error
  • Admin console for clinics, providers, rules, users, and reporting. No engineering tickets.
  • Audit logging, call tracing, and compliance reporting for HIPAA reviews
  • New clinics and programs go live through configuration, not custom projects

05

Business impact

appointments/yr
250K+
appointments/yr
Booked through the platform annually
avg booking time
1:37
avg booking time
Down from several minutes per appointment
uptime
99.9%
uptime
Across 100+ clinics including peak volumes
“What used to take hours of call center time now takes minutes. And we didn't have to leave our EMR to get there.”
Operations Director, Multi-Clinic Health System

06

What’s next

Modernize without the rip and replace

Stuck on a legacy system? We've built the engagement layer on top before. Let's talk about yours.

Talk to an AI engineerMore work

Team

  • Justin TannenbaumSolutions Architect
  • Lukasz ChmielewskiLead Engineer
  • Cesar BustamanteEngineering
  • Ernesto QuispeProduct Design

Stack

Node.js · TypeScript · Angular · AWS · Serverless · SQL

More work

Keep reading.