When doctor availability and appointment information were spread across different systems, call center agents had to rely on manual coordination to assist patients. InfoVision developed a centralized agent portal that brought doctor schedules, appointment booking, permitted patient information, payments, and reporting into one secure platform. Integrated with UAE PASS and supported by role-based controls, the portal gave agents a common system for managing appointment-related interactions across the healthcare group’s facilities.

About the Customer

The customer is a leading multi-brand healthcare group operating hospitals and healthcare facilities across the UAE. Its call center supports patients in identifying suitable doctors and scheduling appointments across the group’s network.

The Challenge

Call center agents lacked a centralized view of doctor availability across the group’s hospitals and healthcare facilities. Identifying a suitable doctor or appointment often required navigating different systems and coordinating manually, making the booking process more complex.

The healthcare group needed a centralized platform that could:

• Provide visibility into doctor availability
• Support appointment booking and management
• Bring relevant patient information together
• Provide reports and operational dashboards
• Control access based on user roles
• Remain accessible throughout the day

The Solution

InfoVision designed and developed a centralized web portal that gave call center agents access to the information and capabilities required to support appointment-related interactions from one place.

The portal included:

• Centralized doctor-availability information
• Appointment booking and management
• Access to permitted patient and medical information
• Reports and dashboards
• Integrated payment capabilities
• UAE Pass integration
• Multi-factor authentication
• Role-based access control

The portal was developed using ReactJS, HTML, CSS, and Material JavaScript, supported by MySQL and .NET Core Web APIs.

InfoVision also used a shared technology stack across the patient and agent portals, creating a common foundation for development and ongoing maintenance.

The Outcome

The centralized portal brought previously distributed appointment-related information and workflows into a single, secure environment.

It enabled call center agents to:

• View doctor availability across healthcare facilities
• Identify and manage suitable appointments
• Access relevant patient information based on permissions
• Support payment-related activities
• View reports and operational dashboards
• Work within clearly defined access controls

The solution reduced reliance on fragmented systems and manual coordination, giving agents a more connected way to support patients throughout the appointment-booking process.

Technology Stack

ReactJS, HTML, CSS, Material JavaScript, MySQL, .NET Core Web APIs, multi-factor authentication, role-based access control, and UAE Pass.