Author(s):
Cancer programs depend on their ability to move patients through complex diagnostic and treatment pathways without avoidable delay. When Rocky Mountain Cancer Centers conducted an internal review of its scheduling workflows, the practice learned that traditional phone outreach was creating a significant lag, with patients waiting an average of 11 days to finalize appointments. For a multisite practice serving thousands of patients with frequent, interdependent visits, these delays created operational bottlenecks and prolonged uncertainty.
To address this challenge, my team at Kipsu helped the practice adopt a second, asynchronous communication channel: two-way, HIPAA-compliant text messaging that schedulers could use alongside existing phone processes. Together, we focused first on two high-impact workflows at one site location: return-to-clinic scheduling for established patients and new-patient intake coordination.
For established patients, we enabled schedulers to initiate text conversations to propose and confirm office visits, lab appointments, and other follow-up care. This process allowed patients to respond when it was convenient for them rather than relying on real-time phone contact. For new patients, schedulers used text messaging to identify a suitable time for the 20-minute intake call and, when preferred, collect insurance information in advance.
We also worked closely with the oncology practice to develop message templates and workflows that aligned with existing operations. Our goal was to preserve a personalized patient experience while creating a more efficient process for staff. Team members helped refine standard language and identify situations that should escalate from text to phone. This collaborative approach supported adoption and ensured texting complemented established communication practices rather than replacing them.
Over a five-month pilot, more than 2,300 patients engaged with Rocky Mountain Cancer Centers through texting. During that time, the average interval from initial outreach to appointment resolution dropped from 11 days to just 11 minutes. Scheduling teams reported that texting quickly became their preferred method for routine coordination because it reduced unproductive call attempts and voicemail cycles. As a result, staff were able to dedicate more time to clinically complex or emotionally sensitive conversations that truly required a phone call.
For patients, routine scheduling became far more convenient. They no longer had to deal with extended rounds of phone tag or repeatedly answer calls from unknown numbers. At the same time, patients retained direct access to schedulers and nurses for the conversations best handled by phone. Discussions about treatment changes, new symptoms, or the emotional impact of a diagnosis could take place with staff who now had more time and attention available to support them.
Following the success of the pilot, Rocky Mountain Cancer Centers expanded this approach beyond the original location. Today, the practice uses two-way texting more broadly across its clinic locations as a standard tool for reducing avoidable scheduling delays and improving timely access to care.
Danny Lindsey is Director of Healthcare at Kipsu in Minneapolis, Minnesota.
