Fourteen clinics, one calendar, and a third fewer empty chairs.
A unified scheduling platform that fills cancelled slots automatically and cut specialist no-shows by 39%.
Client
Halcyon Health Network
Timeline
7 months
Craft
Product Engineering
Applied AI
What needed to change
Halcyon runs fourteen clinics across the Northwest. Six scheduling systems, none of them talking, meant a cardiology cancellation in Tacoma stayed empty while a patient in the same building waited five weeks for exactly that slot. Specialist no-shows ran at 31% — an empty chair every third appointment, at clinic cost of roughly $240 each.
The call center absorbed the chaos: forty minutes of hold music at peak, staff toggling between six screens, and patients who gave up and went to the ER instead.
What we made together
MOVE 01
One calendar to rule fourteen
We unified six scheduling systems behind a single availability graph — every slot, provider, room and machine in one queryable truth, synced both ways so no clinic had to change software on day one.
MOVE 02
Reminders that read the room
Reminder cadence tuned per patient from their own history — channel, tone and timing. A first-visit patient gets different care than a regular who never misses.
MOVE 03
The backfill engine
Cancellations trigger instant offers to a ranked waitlist, matched on urgency, distance and history. 84% of freed slots now refill — most within twenty minutes.
MOVE 04
Intake before arrival
Triage intake moved to the phone in the patient's pocket, so the front desk greets people instead of interrogating them.
What moved in daylight
VIGIL now books every appointment across the network. No-shows fell from 31% to 18.9% in five months, the call center answers in under two minutes, and Halcyon's board extended the platform to two more regions.
−39%
specialist no-shows
31% → 18.9%
84%
cancelled slots refilled
median 19 min
−44%
call-center volume
hold time under 2 min
4.9/5
patient rating
across 210k sessions
“Our patients noticed. Our staff noticed. Our board noticed. I've bought a lot of software — I've never bought attention to detail like this.”
Dr. A. OseiCOO, Halcyon Health Network
NEXT WORK
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