CSG Customer Story

How a major health system minimized message overload and missed appointments

8.5%

Reduction in no-show rates

60%

Increase in confirmation rates

$5M

Net revenue impact (annualized) for all 125 clinic locations

120

Days to start delivering meaningful outcomes

Summary

According to the Medical Group Management Association (MGMA), missed appointments cost the U.S. healthcare system more than $150 billion annually. For one major health system, the problem wasn’t just cost—it was patient experience. Their communication strategy overwhelmed patients with too many irrelevant emails and no clear coordination between touchpoints.

With CSG Xponent, the health system brought clarity and personalization to their outreach—and saw immediate, measurable results.

The Customer

A leading nonprofit health system serving millions of patients across 125+ clinics and facilities in the U.S. Known for quality care and innovation, they are committed to delivering better experiences across the entire patient journey—from scheduling to follow-up.

The Challenge

Patients were receiving a variety of communications—yet still missing too many appointments. Why? Because communication was fragmented.

The patient access team had no visibility into when, where or how patients engaged.
Emails and texts went out—but not based on patient preferences or context.
Appointment confirmations were inconsistent, and no-shows were rising.

This lack of orchestration was hurting both the patient experience and operational efficiency.

The Solution

CSG Xponent Intelligent Appointment Reminders

In just 120 days, the health system orchestrated appointment reminders across SMS and email channels:

Personalized messages sent based on each patient’s behavior and preferences
Confirmation logic that adjusted reminders based on response (or nonresponse)
Insights shared with the patient access team in real time to reallocate open slots

Rather than blasting the same message to everyone, they delivered the right reminder at the right time, on the right channel.