From Fragmented Systems to a Unified Patient Journey

Cleveland Clinic’s Global Patient Services (GPS) team sits at the intersection of patient communication, logistics and care coordination. But when these interactions are dispersed across multiple platforms, it leads to a fragmented and inconsistent experience.

This created a significant challenge for the team when patient encounters were scattered across various systems.

The problem: A disconnected narrative

Tracking patient interactions meant connecting emails, messages and system entries. This fragmentation made audits difficult as the team struggled to accurately reconstruct the patient timeline.

“We found they were using multiple platforms to track patient interactions…and having a hard time telling a patient’s story,” says Lesley Margosian, a Cleveland Clinic lead systems analyst.

The solution: Repurposing existing tools

The team identified an opportunity to repurpose an existing call management tool originally designed for appointment centers and expand it into a more comprehensive, dynamic Customer Relationship Management (CRM) solution. Rather than limiting it to one-to-one calls, they reimagined how it could support the full scope of patient coordination. At the center of this transformation was a task-based workflow approach.

“We decided to use the tool differently and make it dynamic,” Margosian explains. “By starting a task, we can route it directly to the appointment center instead of going back and forth over email. This streamlined process replaced back-and-forth emails and disconnected documentation with a centralized, trackable workflow.”

Centralizing workflows improves efficiency

This shift aligned with existing appointment center workflows. Caregivers who typically manage their workload through structured queues can now view scheduling requests, assess patient needs and document outcomes within a single, centralized system.

“The appointment center is used to operating in work queues,” Margosian notes. “Bringing that work into one place allowed them to stay focused on the patient and document everything more efficiently.”

To improve functionality, the team incorporated several templates that enable a structured triage process. This ensures every patient interaction is captured and documented with consistent, detailed notes across all communication channels.

“We took it a step further by embedding tools into the workflow to highlight the importance of structured, actionable data,” adds Ashley Cenk, a Cleveland Clinic systems analyst.

Developing the patient journey model

One of the most impactful innovations was the introduction of patient journey phases. Each CRM could remain open for months to track patients from inquiry through departure.

“It’s a running log,” says Margosian. “GPS wanted to know what phase the patient was in —intake, financial clearance, triage, scheduling, pre-arrival, onsite, and departure.”

This phased approach provides real-time operational visibility. Teams can see how many patients are onsite, how many are arriving, and how many have completed their visits.

Building on that visibility, the real impact comes from what teams can do with the data once it’s centralized and accessible.

Centralizing data unlocked valuable capabilities:

• Tracking patient volumes and timelines
• Conducting follow-ups with returning patients
• Measuring inquiry-to-patient conversion rates
• Supporting audits with complete interaction histories

“The data we’re able to capture now is invaluable,” Cenk says. “We can follow up with patients, track who’s coming in the next 14 days and even review cases for patient safety or satisfaction.”

Extending value beyond care delivery

The system also introduced lead tracking, allowing GPS to capture and follow up on inquiries.

“GPS didn’t track those leads before,” Margosian explains. “Now they can follow up with patients and help them take the next steps.”

“Now, for the first time we can track conversion rates,” adds Cenk.

Building, refining and scaling success

This transition wasn’t without obstacles, particularly due to the complexity of obtaining security clearance.

“Everyone came in with different levels of access, so streamlining security took time,” Margosian explains.

Cenk adds that achieving the right balance required careful consideration: “What should be visible for each role? What’s appropriate access? It was challenging, but very rewarding when we got it right.”

The solution took months of collaboration, with weekly design sessions and cross-functional input guiding the process. “It was trial and error,” Margosian says. “We mapped current workflows to a future state and kept refining until it worked.”

The effort ultimately paid off. The project became a first-of-its-kind use case, earning recognition and opportunities for the team to present their work.

“We love that we’re able to make a difference,” Cenk says. “This is a brand-new module for us, and we’ve built it from the ground up.” Interest is already expanding to other Cleveland Clinic locations, including Florida and Abu Dhabi, signaling strong momentum for future growth.

A foundation for consistent, patient-centered care

By consolidating patient interactions into a single system, the team improved workflows and redefined how patient journeys are tracked and understood.

“I think having everything in one place has been the biggest win,” Margosian says.

And for Cenk, the impact goes beyond process improvements: “It’s so rewarding to take someone who’s unsure about using the system and help them feel confident — and even excited — to use it.”

What began as a solution to a fragmentation problem has evolved into a scalable, data-driven model that puts consistency, clarity and patient experience at the center of care.