Challenges

OpenLoop is a leading US provider of end to end clinical support to companies scaling virtual care services across the nation, serving tens of thousands of patients weekly. Founded with the vision to bring healing anywhere, OpenLoop’s solutions simplify telehealth delivery across an array of specialties in all 50 states. OpenLoop works with a network of thousands of highly skilled providers nationwide.

As OpenLoop expanded, they faced new operational challenges. Their workforce management processes relied on outdated scheduling and forecasting software, and manual data entry. As a result, managers struggled to keep up with the administrative workload and lacked a real-time view into balancing supply and demand

To scale operations for new specialties like weight loss, OpenLoop needed a significant functional upgrade to handle increased workforce complexity and scale.

‍

Solution

OpenLoop partnered with Planbase to replace their existing system and enhance their operations with:

1. Real-time forecasting and SLA management: With ticketing and appointment data syncing automatically, OpenLoop can now build accurate forecasts and ensure SLAs are met with state and specialty-level granularity.
2. Seamless data connectivity: Planbase automatically syncs with OpenLoop's tech stack to ensure efficient data integration. For example, provider credentialing data is automatically synced, reducing administrative burden and ensuring correct staff placement throughout the day.
3. Streamlined scheduling workflows: Planbase automates key workflows, including collecting provider availability, generating activities and schedules, managing last-minute schedule changes, and filling open shifts.
4. AI-powered automations to handle provider requests: Previously, the scheduling team constantly monitored a shared email inbox for scheduling requests. Now, the Planbase AI Automation Bot monitors the inbox, automatically reading, and acting on provider requests.
5. Provider-friendly tool: Through the Planbase Slack app and Google Calendar integration, providers have easy access to all the tools and data they need.

‍

Results

Since teaming up with Planbase OpenLoop has given time back to practice managers, enhanced provider experience and improved both SLAs & utilization.

Here are some of the ways OpenLoop have improved operations with Planbase:

1. Increase patient volume by 40%: By streamlining operations and improving scheduling efficiency OpenLoop now delivers care to 40% more patients.
2. Reduced Scheduling Time by 70%: Managers now spend less time building schedules with Planbase's automated workflows.

‍“Sounds crazy, but Planbase has cut our scheduling time by 70%. And honestly, when you think about tracking, updating calendars, and all that outreach, it's likely even a bit more!” says Noah.

‍

1. Managing last minute changes: To manage operations effectively, OpenLoop requires real time flexibility from its workforce. Previously, this involved manual outreach and constant back-and-forth. Now, with Planbase's open-shifts feature, OpenLoop can scale up capacity with no calling, emailing, or texting.
2. Improved provider experience: Previously, providers struggled with submitting availability, requesting changes, and navigating clunky software. Now, they can instantly access and update their schedules through an intuitive Slack app, allowing more focus on patient care.

"Planbase has been crucial to our growth story. It’s an amazing tool that’s completely changed how we operate. Open shifts, the Slack App and AI bot - Planbase has essentially automated many of our scheduling workflows and really improved how we handle all the new operations and areas we’re expanding into.”

‍

With their workforce management now centralized and automated, OpenLoop can continue their relentless focus on what matters most, delivering outstanding patient experience.

‍

Coming next

1. Real-time management: Live dashboards to show exactly which providers are working right now, what they are working on as well as their adherence to what was scheduled. Admins can quickly make changes in real-time to cover unexpected peaks or lulls.
2. Seamless payroll experience: Planbase’s native time-tracking tools can be used to generate timesheets which sync automatically with payroll saving even more admin time and offering full visibility into scheduling costs.
3. Customizable AI Workflows: Identify and surface most frequent requests made to admins and configure automations which use AI to take actions, reply directly to providers or hand-off to a supervisor.