From call centre interviews to 40% less manual work

Outcomes

• 40%of manual processes automatedVerified

The problem

Appointment booking ran through a call centre on manual processes. Staff re-keyed the same information across systems, and patients had no self-service path.

What I did

• Ran structured interviews with call centre staff and healthcare professionals to map how a booking actually moved through the centre, step by step.
• Wrote the user stories and acceptance criteria, and designed the target workflows against what the call centre could actually adopt.
• Prioritised the backlog so the highest-volume manual steps were automated first.

Constraints

• HIPAA-aware handling of patient data in booking and records
• Adoption by non-technical call centre staff already under call volume pressure

Stack & tools

• Jira
• Confluence
• React