How CNY Fertility Cut Patient Operational Time by 87%

By the numbers

After just 8 weeks of development, the results exceeded even the most optimistic projections:

• From over four weeks to within days: Average consult wait time dropped from several weeks to just 2 days.
• 87% less clinical workload: 40 minutes of data transfer and scheduling coordination streamlined to just 5 minutes, with plans already underway to achieve full automation.
• Higher patient satisfaction scores: Self-service scheduling eliminated frustrating phone tag.
• 100% self-service scheduling: Patients could now book, reschedule, and cancel without any human intervention.
• Zero manual payment processing: Fully automated, secure payment collection.

An unexpected bonus

While the primary goal was improving patient experience and staff efficiency, switching from the EMR's SMS system to AWS SNS delivered an additional win: over $10,000 in monthly savings. This 90% reduction in messaging costs meant the project would pay for itself rapidly while improving message delivery and engagement.

The game-changer

Perhaps the most transformative aspect of NOVO was what it eliminated entirely: the need for human intervention in scheduling. Patients gained complete control:

• Book instantly based on real-time provider availability.
• Reschedule anytime before their appointment.
• Automatic slot recovery when rescheduling, immediately freeing spots for other patients.

This shift from staff-managed to patient-managed scheduling didn't just save time. It fundamentally improved the patient experience while freeing CNY Fertility's team to focus on clinical care rather than administrative tasks.

That magical moment

For CNY Fertility's staff, watching the RPA system work for the first time was transformative. Forms submitted by patients automatically flowed into the EMR, data fields populated perfectly, and appointments synced in real-time. But the real magic happened when they realized patients could completely manage their own scheduling journey. Booking, rescheduling, and canceling without a single phone call or email.

What once consumed nearly an hour of administrative time per patient now happened automatically in the background.

The unexpected challenges of success

Success brought its own surprises. The dramatic increase in consultation volume surfaced new operational challenges that CNY Fertility had never encountered at their previous scale. These "fast follow" issues, while good problems to have, required quick adaptations to maintain service quality at the new volume levels.

Looking forward

NOVO's success at CNY Fertility points to a massive opportunity in healthcare technology. The challenges they faced—legacy EMR systems without APIs, complex scheduling requirements, HIPAA compliance needs, and manual data entry burden—plague every telehealth provider, from primary care and mental health practices to dermatology and specialist consultations.

But the opportunity extends beyond healthcare. Any business that relies on scheduled paid consultations (coaching, legal services, financial advisors) faces similar challenges with intake forms, scheduling, and payment collection. NOVO's architecture provides a blueprint for transforming these experiences across industries.

The Echobind team's commitment to continuous improvement drives their roadmap forward: "We're actively working to eliminate even those last 5 minutes of manual work," says Michael Yared. With enhancements to the RPA capabilities and deeper EMR integration already in development, NOVO is positioned to become the standard for healthcare onboarding.

The bigger picture

What started as a growth opportunity for one fertility clinic has evolved into a blueprint for modernizing healthcare operations. NOVO proved that even with legacy systems and complex compliance requirements, it's possible to create patient experiences that feel magical while dramatically improving operational efficiency.

For healthcare organizations struggling with similar challenges, NOVO demonstrated that the choice isn't between maintaining legacy systems or complete digital transformation. Sometimes, the most powerful solution is building a bridge between the two.