How Diagnostic Imaging Centers reduced abandonment while scaling scheduling across locations

Diagnostic Imaging Centers needed to scale scheduling across multiple Kansas and Missouri locations. The organization was managing high handle times, an 18% abandonment rate and a document backlog. It also needed a consistent training structure and a reliable process for scheduling across MRI, CT, Ultrasound and Nuclear Medicine.

VitalCX launched with an 18-person team and built the scheduling operation from the ground up. The team developed inbound, outbound and fax training programs and implemented an appointment-request verification process to clear backlog and protect imaging-protocol compliance. VitalCX also created more consistent workflows to support scheduling accuracy across multiple modalities and locations.

Within three months, the team reached full scheduling coverage across all locations. Average handle time fell from more than 15 minutes to under 10 minutes. Abandonment dropped from 18% to below 10%. A roughly 3,500-document backlog was cleared at a two-hour turnaround, and scheduling compliance reached 100% across MRI, CT, Ultrasound and Nuclear Medicine. With VitalCX, Diagnostic Imaging Centers created a more scalable scheduling operation that improved access, consistency and performance across locations.