Helping a fast-growing telehealth startup scale up while focusing on patient care.

The background.

Since March 2020, we have been engaged in a partnership with a healthcare client dedicated to enabling exceptional patient support, with a long-term vision for positive impact. Across all interactions within this collaboration, our primary focus has been the prioritization of empathy and compassion. This ensures that individuals consistently have access to wellbeing support in a secure, timely, and private manner. 

Our unwavering commitment to a high-touch, high-care approach is fundamental to our work, encompassing strict confidentiality protocols and ensuring adherence to relevant compliance standards. This dedication is centered on providing what we believe matters most in supporting individuals: Trust, Empathy, and Care. Throughout every role and within every task undertaken as part of this partnership, our commitment to excellence is clearly evident. We work collaboratively with our partner organization to make a positive contribution to the healthcare industry and, ultimately, to improve the lives of the individuals we collectively serve.

The solution.

Our support operations are structured around several specialized teams dedicated to different aspects of the patient and clinician journey. Our patient-facing teams include a Patient Experience Team focused on positive interactions, a New Business Team that guides prospective patients, a Scheduling Team assisting with appointment management, and a Payment Team handling billing inquiries and payment security. The Check-in Team ensures timely arrivals for appointments, and the Insurance Verification Team confirms coverage. The Documentation Team plays a crucial role in fulfilling patient paperwork needs, acting as a vital link with clinicians.

Our backoffice and clinician support functions are managed by teams such as the Medication Refill Team, the Calendar Integrity Team responsible for provider scheduling, and an Internal Team that supports clinicians with schedule-related requests. The Onboarding Team and Credentialing Team ensure a smooth transition for new clinicians, while the Claims Team manages insurance submissions. A dedicated Clinician Onboarding Team oversees the entire process of bringing new providers onboard.

Recognizing the emotional well-being of our own team members, particularly those involved in onboarding new patients, we offer a comprehensive Teammember Mental Health Program. This includes access to 24-hour on-site therapy, crisis management and psychological support, a global wellness program, daily wellness check-ins, regular wellness surveys, facilities designed to minimize stress, and support from 3rd party wellness providers.

The results.

The success and effectiveness of this partnership are clearly reflected in the impressive growth and scalability of our support operations. We have successfully transitioned from a small, agile group to a robust team comprising over 100 dedicated professionals. This significant expansion has been essential in allowing us to effectively support the complexities and nuances of more than 10 diverse lines of business. 

By achieving this scale, we have been able to consistently maintain seamless operational processes across all supported areas. Furthermore, this growth directly underpins our unwavering commitment to exceptional service delivery, ensuring that all individuals and entities we support receive the highest levels of assistance and attention.