Patient Scheduling Design

0.6 CEUs


A scheduling system is more than a template or footprint of different appointment types. It also includes, implicitly or explicitly, the managerial rules, which can negatively or positively impact the clinic's performance. This course will show you strategies to set up the proper mechanisms in your schedule to lower no-show and cancelation rates, reduce waiting time, optimize providers' utilization, and increase throughput. You will also learn to create an initial schedule with the smallest amount of changes and the highest possible impact.

In addition to the prerecorded lessons, we will have three masterclasses via Zoom. In these sessions, we cover the execution part of the schedule. You will learn how to set priorities so associates know what to focus on and collect the correct data to promote a culture of continuous improvement.


At the completion of the program, students will be able to:

  • Describe tools and strategies that improve patient scheduling processes.
  • Design and implement a patient scheduling system that can lower no-show and cancelation rates, reduce waiting time, optimize providers' utilization, and/or increase throughput.
  • Create an initial schedule with the smallest amount of changes and the highest possible impact.
  • Develop management rules to synchronize personnel activities and to guide improvement projects.


This course is designed for decision-makers in outpatient healthcare clinical practices. Decision-makers include owners, executives, managers, and functional team leaders of practices facing several problems like a financial downturn, poor reimbursement, cost increases, poor patient experiences, quality/safety issues, staffing issues, and low morale. The course is for people who want to commit to change the direction of their practices and see breakthrough results without significant financial investments.

Consultants interested in providing their services to clinics will also find the course very useful. It contains a robust framework to help this large healthcare industry segment, vital for our communities.


Brief Lectures

  • As we know you are busy professionals, our prerecorded lectures are concise, in most cases less than 10 minutes. We go straight to the point so you can learn the foundations at your own pace and without any delays.

A Practitioner’s Experience

  • You hear from an experienced practitioner who successfully implemented this course's concepts in his practice and has advised many other clinicians.

Case Studies

  • The experiences of other practitioners are essential to consolidate learning the concepts. Therefore, the course includes case studies to illustrate how other clinics have successfully applied the strategies presented in the lessons.

Live Webinars

  • We plan to have three live masterclasses via Zoom. In these live classes, we will cover the how-to of the concepts learned in the course. In addition, you will have a chance to ask questions and share with colleagues.


Module 1 – Introduction to the Course

  • Welcome to our course, acknowledgments, and learning goals

Module 2 – The Foundation

  • What does a successful clinic look like? Learn the proposed vision and philosophy for a successful clinic, where you can see more patients without jeopardizing the quality of service and without exhausting your resources.

Module 3 – Logistics Buffers

  • Learn the fundamental strategies to reduce waiting times at the clinic and to improve providers' utilization. These principles start the process of building the capabilities to be able to see more patients.

Module 4 – Patient Buffers

  • You already have the information needed to reduce no-shows and cancelation rates, manage your backlog, and dynamically adjust your schedule footprint. In this module, you will learn how to use this information to positively impact those critical factors for the success of your clinic.

Module 5 – Designing the Schedule

  • In these live webinars, we will have three masterclasses to delve deeper into the managerial strategies to set the right priorities and instill a culture of continuous improvement in all parts of the flow of patients in the clinic. If you cannot attend live, webinars will be recorded.

    Masterclass 1: Managing the internal resources
    October 23rd, 11:00 AM Eastern Time

    Masterclass 2: Optimizing the flow of patients to the clinic
    October 30th, 11:00 AM Eastern Time

    Masterclass 3: Dynamically changing your schedule footprint
    November 6th, 11:00 AM Eastern Time


You will be directed to special site outside of the IISE website to register.

IISE members should click the link above the Registration button on the right side of this page to get your special $100 discount code.

Livestream Schedule

Jul  12, 3:00 PM-4:00 PM ET
Jul  19, 3:00 PM-4:00 PM ET
Jul  26, 3:00 PM-4:00 PM ET

Registration Fee

Member: $495 Non-Member: $595

IISE Members, Click here to log in to your IISE account and get your discount code.


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