Problem definition: Multi-stage service is common in healthcare. One widely adopted approach to manage patient visits in multi-stage service is to provide patients with visit itineraries, which specify individualized appointment time for each patient at each service stage. We study how to design...

Outpatient care providers usually allow patients to access service via scheduling appointments or direct walk-in. Patients with acute symptoms are likely to walk in and other patients strategically choose between these two access channels (and otherwise balking) based on the trade-off of...

Problem definition: Many outpatient care providers offer virtual service that patients can access via televisits. Televisits allow patients to wait to be seen in the location of their choice, protected from exposure to ill patients and without going through the trouble of physical travel. There...