From case request to scheduling — without leaving Epic.
An entire depot of patients who never get lost. The moment a surgeon places a referral in Epic, every patient is held, prioritized, and personally guided to a surgery date — and if anyone waits too long, Kaiser reaches out before they ever feel forgotten. Scroll to follow one patient's journey; the workspace on the right responds as you go.
It starts the moment her surgeon says yes.
Sarah G., 64, just learned she's a candidate for a total knee replacement. From here, Kaiser Permanente makes sure she's never left wondering what comes next — held in the depot, prioritized by need, and personally guided to a date that works for her.
It begins in Epic, where her surgeon already works.
Dr. Chen places the surgery referral in Epic — no new tool, no extra step in her day. The moment it's signed, Sarah's journey is already in motion.
It arrives instantly, through integration.
Existing integration carries the referral straight into the Intelligent Scheduler — no faxes, no portals, no re-keying. From signature to scheduling depot in under a minute.
Sarah joins a depot where no one falls through.
The Intelligent Scheduler ranks every waiting patient by need — clinical urgency, fall risk, how long they've been waiting. Sarah rises to the top. Now her care team has a window to reach out personally.
Her care team gets the first opportunity.
For three days, Sarah belongs to the scheduling team. They can call, answer her questions, and book her themselves — because a real person on the line is the best first touch a patient can have.
If the days pass, no one waits in silence.
Three days go by — the team is swamped, and Sarah is still waiting. Rather than slipping through the cracks, she's automatically reached with a personal, branded message. No one had to remember; the system simply makes sure she isn't forgotten.
A message arrives — like one from someone she trusts.
No app to download, no password to reset. A verified message from Kaiser Permanente lands right in Sarah's texts — the same place she hears from family. Scheduling meets her where she already is.
A few gentle questions about home.
Sarah says yes. Kaiser asks the handful of questions that shape a safe recovery — and her answers flow straight back into Epic, ready for her care team before she ever arrives.
When she needs help, someone notices.
Sarah mentions she'll need help getting home. Instead of leaving it to chance, Kaiser flags it and loops in a care coordinator about ride-share vouchers — a worry quietly lifted off her shoulders.
One quick call sets everything in motion.
No portal, no phone tag. Sarah is offered a short call with a Kaiser Permanente scheduler — the person who will lock in her surgery. She just picks when.
She picks a time that fits her life.
Live openings on the scheduling team's calendar, right in her texts. Sarah taps Thursday at 1:00 — a 20-minute call, no waiting room, no callback to chase.
Booked — and written straight into Epic Cadence.
The call is confirmed in her texts and created in Epic Cadence, Kaiser's central system for non-procedure appointments. Nothing is re-keyed; any scheduler can pick it up.
One calendar every scheduler shares.
Sarah's call lands in Epic Cadence the instant she taps — slotted on the scheduling team's day. Whoever picks it up already has her assessment and preferences. Nothing lives in a silo.
A scheduler takes it from there.
On the call, the scheduler books Sarah's knee replacement — surgeon, OR, and date. Her depot row turns green: surgery on the calendar for July 8. The handoff that used to lose patients simply doesn't happen here.
Now the runway to surgery begins.
With surgery on the calendar, Kaiser scores Sarah's readiness from her EHR — each condition and lab marked optimized, some concern, or red flag. Hers is clear: her diabetes needs attention. These values quietly drive what happens next.
A caring nudge, not a clinical alert.
Because her diabetes is flagged, Sarah gets a warm, plain-language check-in — not a scary letter. The same trusted thread asks how she's doing and offers real help: a clinician to talk through barriers, or a simple refill.
Help arrives in two taps.
Sarah asks for a refill. It routes straight to her care team and pharmacy — no app, no portal login, no waiting on hold. A barrier to her surgery, cleared from her couch.
Scheduled, supported, and ready — without leaving her texts.
From an Epic referral, Sarah got a call with a scheduler, a surgery date, and a hand with her diabetes — every step centralized in Epic, every nudge driven by her own readiness data. No portal, no phone tag, no patient lost. Now picture the whole backlog, cared for the same way.
Depot Management
| Priority | Patient | Surgeon | Case | Care window | Status |
|---|---|---|---|---|---|
High | MW Marcus W. MRN-49083 · 68y | PP Dr. Priya Patel | THA — Right hip | Day 1 of 3 | Awaiting scheduler |
Medium | AD Arlene D. MRN-50112 · 53y | MR Dr. Marcus Reed | ACL reconstruction | Day 2 of 3 | Awaiting scheduler |
Medium | JR James R. MRN-50447 · 76y | EC Dr. Emily Chen | TKA — Right knee | Day 0 of 3 | Awaiting scheduler |
Low | LH Linda H. MRN-50603 · 60y | PP Dr. Priya Patel | Rotator cuff repair | Day 0 of 3 | Awaiting scheduler |
Medium | DB Darnell B. MRN-49776 · 57y | MR Dr. Marcus Reed | Meniscectomy | Day 1 of 3 | Awaiting scheduler |
High | YK Yolanda K. MRN-48902 · 70y | EC Dr. Emily Chen | THA — Left hip | Consult set | Consult booked · Wed, May 28 · 7:00 AM |
Low | PT Paul T. MRN-50921 · 67y | PP Dr. Priya Patel | TKA — Bilateral | Declined | Declined |