Solution

I orchestrated the voice interaction flow for the Alexa skill, aligning both business requirements and real user needs. Starting with stakeholder interviews and existing triage workflows, I mapped out how patients should move through the skill, what information they’d hear first, what help they could expect, and how to guide them step-by-step toward the right care appointment.
 

Using the Voiceflow platform, I prototyped the entire conversation so we could test and refine it quickly with users and internal teams before any code was written. I also identified the data elements needed to automate scheduling (provider matching, next-available time lookup, appointment booking, and confirmation via the email or phone number on file) and coordinated integration with Epic and our Find Care database.

This approach let us validate the experience early, ensure HIPAA-compliant data handling, and deliver a voice interface that felt clear, trustworthy, and genuinely helpful to patients.

Result

Our voice-based scheduling experience made it effortless for patients to book appointments with their existing care team using natural speech. By reducing friction and making scheduling as simple as talking to Alexa, more patients followed through on recommended care, cutting down on no-shows and missed visits. Even a conservative 30% reduction in no-shows in a system with 100,000 scheduled appointments/year (average revenue $150 per visit) could yield $900K in additional revenue annually, before factoring in downstream savings from staff time, room utilization, and operational efficiencies. Combined, the total value potential easily runs into seven figures annually.
 

This simplicity also strengthened continuity of care (patients staying with their own providers), improved health outcomes, and freed staff from routine scheduling calls, delivering measurable benefits for patients, providers, and the organization alike.