MUSC partnered with DexCare to implement a digital care orchestration platform that fundamentally changed how patients find and book care. Today, patients search by symptoms instead of having to navigate complex specialty categories—and they get real-time appointment availability without logging on to MyChart.

DexCare also cross-sells alternative care options, showing patients virtual visits, urgent care locations, and other providers when their first choice isn’t available.

MUSC took a phased implementation approach, starting with five specialties that had straightforward scheduling patterns, including primary care, internal medicine, and family medicine. The team reviewed every doctor’s schedule and cleaned up data inconsistencies.

Through this exercise, data problems that had been hidden for years became visible—like outdated provider photos, incorrect credentials, and location names that didn’t match the EHR or the website. Broj’s team tackled data cleanup one department at a time.

Physicians also expressed concerns about opening their schedules online. Many worried they’d lose control of their scheduling or inadvertently turn patients away. Others preferred their existing decision trees and intake processes. MUSC
addressed these concerns through “what’s in it for you” conversations with each specialty, demonstrating how the platform could cross-sell to PAs and CRNPs when physicians were booked far out, and how it could redirect appropriate patients to Emergency Departments and On-Demand Virtual Care.

Early adopters became the most powerful advocates. One team initially refused to participate, escalating their resistance all the way to senior leadership. “Put us last,” the division head said. But after watching their peers in primary care succeed, the same leader came back asking to be moved up immediately—from the fourth implementation wave to the next available one.