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This telemedicine clinic is on a mission to make high-quality healthcare accessible by reducing patient wait times from weeks to hours with their 24/7 virtual clinics. Originally a direct-to-consumer platform, they have recently expanded into the B2B space by partnering with brick-and-mortar healthcare clinics to provide remote, primary and urgent care. When patients need to schedule an appointment with these clinics, they can download the clinic's app, consult with a doctor, and navigate follow-ups through the app, all powered by a white-label platform.

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As the telemedicine company embarked on their first clinic partnership, they needed to build an efficient method for onboarding new clinics to their platform without compromising the patient experience or introducing additional challenges to the doctors' workflows.

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A key focus was ensuring compliant data partitioning to separate health ecosystems. For instance, a patient's medical history shared with one clinic would not be accessible to another, ensuring that information remains within its respective ecosystem. They also needed to integrate EMR solutions to maintain accurate medical records and to provide doctors with the necessary information for informed clinical decisions.

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On top of the backend operations, they needed to maintain the high standard of patient experience they prided themselves on with their direct-to-consumer platform across all partnered clinics. They aimed to replicate their attentive care throughout the patient journey, from first contact to finishing their care.

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Operatus embedded its team directly within the company’s operations and provided Salesforce expertise and product management services to ensure the project's success. Operatus partnered with the telemedicine company to mature their workflows, from clinic onboarding to doctor workflow and other patient management touch points and helped build a repeatable framework to launch clinic partnerships. 

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• Clinic Launch Template: The telemedicine platform is focused on expanding its B2B operations and forging partnerships with more institutions. In collaboration with Operatus, they developed a playbook for launching new clinics on their platform, addressing complexities like EMR integrations and data management. This template streamlines the launch process, allowing for quicker setups in the future.
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• HIPAA-Compliant Data Partitioning: To protect patient data privacy across partner clinics, Operatus created a custom data partitioning structure within the telemedicine system. This configuration implements strict permissions and data silos, ensuring that patient records are only accessible within the originating clinic. This "clinic-specific" data approach guarantees compliance with HIPAA regulations while providing doctors with accurate and up-to-date patient information to make informed decisions.
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• Smoother Patient Communication with Salesforce: To make sure the patient has a great experience, Operatus set up Salesforce as the central hub for patient care. Now, the company’s internal operations team can easily spot and handle gaps in care, keeping patients and providers in the loop with the latest updates. Plus, patients can choose how they want to get notified, whether by text, in-app message, or email, so clinics can connect in a way that works best for each person.
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• EMR Integration for Unified Patient Records: Achieved seamless integration between Salesforce and Electronic Medical Records (EMR) systems like EPIC and CERNER through bi-directional APIs, ensuring real-time data exchange and a cohesive patient experience.

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The results of the telemedicine platform’s clinic partnerships, with Operatus’s support, have been game-changing. By streamlining clinic onboarding, improving patient communication, and creating a more connected care experience, Operatus helped the telemedicine platform bring their patient-centered mission into new partnerships smoothly and efficiently.

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Here’s a look at how these improvements have made a difference:

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• Faster Launch Times for New Clinics: With the playbook Operatus developed, bringing new partner clinics onto the  platform has gone from a six-month process to just one month. This faster onboarding means patients get access to remote care more quickly, and they can partner with more clinics without bogging down their resources.
  
  
• Better, Faster Patient Access to Care: Instead of waiting weeks for a doctor, patients now get same-day access to healthcare through the telemedicine platform and their partner clinics. This 24/7 model is giving more people high-quality care right when they need it.
  
  
• Streamlined Data Integration: Operatus set up the telemedicine platform’s systems to sync patient data seamlessly across platforms. Now, providers have access to a patient’s complete history in real-time, so they’re prepared with the whole story to make better, informed decisions.
  
  
• Improved Patient Experience: Thanks to a customized communication setup, the company’s internal clinical teams can stay connected with patients in ways that work for each individual, via SMS, in-app messages, or email. This has made it easier for patients to stay engaged throughout their care journey and has led to a jump in positive feedback from patients.

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