HealthLoop reduced missed appointments with multi-channel reminders
HealthLoop coordinated SMS, voice, and email reminders with policy-driven fallbacks for clinics operating across time zones.
Challenge
Manual reminder scheduling created inconsistent patient experience
No fallback when a channel failed
Limited operational visibility for clinic teams
Solution
Connected scheduling events to notification workflows
Configured fallback from SMS to voice for urgent reminders
Exposed delivery traces in support dashboards
Results
Reduced no-shows by 22%
Scaled reliably to 2.3M reminders per month
Clinic support teams gained full reminder auditability
“Fallbacks stopped being an ops exception and became part of the care workflow itself.”
Product operations lead, HealthLoop
Delivery timeline
- Month 1: integrated scheduling feed
- Month 2: launched fallback rules and templates
- Month 3: expanded to multi-clinic rollout
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