You’re the analytics lead for CareBridge Health, a multi-site healthcare organization operating 40 outpatient clinics across 6 states, plus a growing telehealth offering. CareBridge handles ~220k appointment requests/month, ~140k completed visits/month, and bills a mix of commercial insurance, Medicare/Medicaid, and self-pay. Leadership is preparing for an expansion into 10 new sites, but the COO is concerned about uneven performance across clinics and rising patient complaints about access.
Over the last 8 weeks, CareBridge launched a redesigned online scheduling experience (web + mobile) intended to reduce call center volume. Since launch:
Stakeholders are asking:
| Source | Description | Notes |
|---|---|---|
| ehr_encounters | Visit/encounter records: visit type, diagnosis codes, provider, timestamps, disposition | Authoritative for completed care |
| scheduling_events | Online scheduling funnel events (search, slot view, booking submit, confirmation) | Web/app instrumentation |
| call_center_logs | Inbound calls, reason codes, hold time, abandoned calls, call outcomes | Used to track access + deflection |
| provider_roster | Provider schedules, clinic hours, appointment templates, capacity blocks | For supply/capacity modeling |
| claims_billing | Charges, allowed amount, collections, denials, payer mix | Lagging financials |
| patient_feedback | NPS/CSAT, complaint categories, free-text tags | Patient experience |
| patient_master | Patient demographics, risk flags, chronic conditions registry, preferred language | Equity + segmentation |
Define a KPI hierarchy for a multi-site healthcare org:
Design an “Access & Scheduling” funnel from intent → booked → arrived → completed → follow-up, including:
Diagnose the -6% completed visits decline despite +18% online requests:
Set initial benchmarks/targets:
Recommend 3–5 actions you would take in the next 30 days, and list guardrail metrics to ensure changes don’t harm quality, equity, or compliance.
Constraints: