New From Clearwave Innovation Lab: Scheduling & Call Center Enhancements  

By Blakely Roth | December 9, 2024

Direct from the Clearwave Innovation Lab—see all the new innovations designed to deliver top-line patient experiences in 2025. In our ongoing effort to help specialty healthcare practices enhance patient satisfaction and optimize staff workloads, we are thrilled to introduce enhanced Clearwave Scheduling features for Patient Self-Service and Call Center. Here’s the latest…  

Linked Appointments Available for Clients on NextGen

Clearwave Scheduling offers automated linked appointment scheduling for practices using NextGen Practice Management System (PMS). Linked appointments accelerate staff scheduling and enable patients to book multiple services and even see multiple providers, all in one office visit.  

How it works: Create linked appointments based on your unique scheduling requirements and our team will help you configure your workflows accordingly. Allow patients and Call Center staff to easily book appointments and secondary services back-to-back or within a close time period. Both parties can also modify these bookings as one entity for simplified cancellation or rescheduling needs.  

Download the data sheet to explore how our solution can optimize staff workflows and simplify patient interactions. 

Call Center Agents See Plan Information Directly from NextGen PMS

For clients using Clearwave Call Center and NextGen PMS, you can now provide agents with easily accessible plan information—during booking—to improve coordination of care and scheduling accuracy. 

Having plan details, such as upcoming treatments, goals and progress notes, helps agents understand the context of each visit. This information allows them to book appropriate appointment types (i.e., follow-up, routine check, therapy sessions) and allocate sufficient time for complexities based on care plan requirements. 

How it works: Directly in the booking application, agents can click on patient plan information, which is maintained in NextGen. Easily accessible plan information will help agents improve coordination of care and scheduling accuracy. The information will also help agents understand when to book follow-up appointments, reducing gaps in care and streamlining future clinical activities. Having easily accessible information during booking will further help speed up agent training time for complex booking requirements and serve as a reminder to agents to ask about important pre-appointment information. 

Call Center Agent Performance Audit Logs

Coming soon: For all clients using Clearwave Scheduling for Call Center, you will soon be able to leverage our new audit log feature, designed to optimize staff performance and reduce training time. The audit log provides actionable insights into Call Center agent productivity, enabling managers to track progress, personalize training and make data-driven adjustments to enhance performance and reduce time-to-productivity for their agents. As a result, Call Centers can improve agent success rates and accuracy, while increasing patient bookings. 

How it works: Staff will be able to review performance logs to better facilitate more effective coaching and training. The audit log aims to help managers optimize their workforce, improve agent productivity and quickly identify opportunities for promotions or FTE management. These improvements empower Call Centers to boost booking success and speed up training times, aligning with Clearwave’s commitment to delivering patient-focused solutions. 

Innovation to Improve Patient Acquisition Rates & Booking Accuracy

We are constantly working in partnership with our clients and enhancing our solutions to meet the needs of their practices and patients. Our latest Clearwave Scheduling and Call Center features are a testament to this dedication. Looking for more ways to increase patient acquisition, while reducing staffing difficulties and hefty marketing budgets? See how Clearwave can help your practice compete and beat new patient booking goals.