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Case Studies

How OnCall’s onboarding team helped a leading behavioral health company increase virtual appointments by 200%

How to make sure your organization is PHIPA compliant
Overview of Ontario health agencies
How to make sure your organization is PHIPA compliant

November 17, 2022

Identifying opportunities for growth

In 2019, a leading U.S. behavioral healthcare company launched telehealth programming using over nine point products to serve patients in isolation due to the pandemic. Their administrative staff were incredibly strained, and providers were experiencing burnout due to the manual work associated with swiveling between so many products, copious amounts of duplicate work, and continuous errors resulting from a lack of standardization. Stripe was being used for payment processing, Acuity for scheduling, Google for provider calendars and forms, a simple video conferencing tool for video, Intellect as their EHR, and the list goes on. These platforms did not integrate, and the company was facing a serious interoperability challenge. 

Scaling programming meant needing additional software to deliver care, and although functional, the point solutions only solved individual challenges. None of them were creating an efficient experience for staff and patients. The search for a more efficient and integrated telehealth experience led them to OnCall Health. OnCall’s white label telehealth platform enables the company to consolidate tools—meaning that every aspect of telehealth could be completed in one platform— and delivered on the company’s mandate of gold-standard care for everyone. 

The company was particularly excited about OnCall’s branded patient portal, enabling them to maintain patient trust with their brand front and center in desktop and mobile apps and through technical support. OnCall’s scheduling, intake, forms, subscriptions management, and virtual care delivery features meant that the company could scale telehealth across state lines while adding new digital revenue streams to their long-term growth strategy. The sales process was seamless and the company began onboarding and implementing OnCall’s platform immediately

OnCall’s white label telehealth platform enables the company to consolidate tools—meaning that every aspect of telehealth could be completed in one platform— and delivered on the company’s mandate of gold-standard care for everyone.

An evolved telehealth strategy

Optimizing and improving workflows

The company was particularly excited about OnCall’s branded patient portal, enabling them to maintain patient trust with their brand front and center in desktop and mobile apps and through technical support. OnCall’s scheduling, intake, forms, subscriptions management, and virtual care delivery features meant that the company could scale telehealth across state lines while adding new digital revenue streams to their long-term growth strategy. The sales process was seamless and the company began onboarding and implementing OnCall’s platform immediately. 

OnCall’s onboarding team starts by asking three essential questions in order to ensure a smooth and successful implementation process: What is your company hoping to achieve with OnCall?; Why did you choose OnCall?; and, What does success look like a year from now? The company’s responses helped OnCall understand their high-level goals, motivations, and expectations for working with OnCall. The team also identified key metrics, such as therapeutic assessment completion rates, program growth, and patient retention rates. The team and company then created a phased rollout strategy that included workflow mapping and review, branded app configuration, EHR integration processes, and staff training and rollout.

The onboarding and implementation process

The onboarding team held a series of hour-long meetings with various teams and stakeholders to outline workflows for multiple programs. Because the company offered psychiatry, psychology, group, and other programs, separate workflows were built for each program to fulfill the unique needs of the providers and patients in that program. Although each program required a different intake process, forms, and sometimes payment process, every workflow was configured in one central white label platform that the team uses to manage telehealth operations today. This is the beauty of OnCall: companies are able to consolidate tools and workflows, standardize processes, and significantly reduce administrative work and tasks by using one, end-to-end white label telehealth platform. 

OnCall’s onboarding and implementation team didn’t stop there. They identified several key improvements for the company to increase efficiency and grow revenue even more. OnCall automated the company’s collection of late or no-show fees, so administrative staff no longer have to manually reconcile payment with patients. OnCall also implemented automatic outcomes tracking, where patients receive GAD-7 and PHQ-9s at specific intervals to help providers easily capture clinical outcomes and create proactive treatment plans for every patient. This gives the company the ability to measure clinical outcomes and care quality en masse, so they can make improvements where needed.

Meeting key retention and growth goals

OnCall helped the company enhance the patient intake process, by ensuring that patients only share necessary information upfront to schedule an appointment, and then complete in depth forms once a patient is comfortably onboarded. The patient receives forms in their language, and if paying by insurance, the patient is asked to complete verification information without having to enter personal payment details. This ensures that patients are comfortable throughout the intake process, and has helped the company reduce patient drop-off rates. 

OnCall automated the company’s collection of late or no-show fees, so administrative staff no longer have to manually reconcile payment with patients. OnCall also implemented automatic outcomes tracking, where patients receive GAD-7 and PHQ-9s at specific intervals to help providers easily capture clinical outcomes and create proactive treatment plans for every patient.

Key results

  • Increased all-time appointment volume by 200%.
  • Grew provider base from 370 to 419.
  • Added new services to expand accessibility from 46 to 66.
  • Launched branded white label telehealth platform in just 30 days.

Seeing immediate results

The company grew their revenue and increased all-time appointment volumes by 200% through their use of OnCall. At the time of launch, the company had over 370 providers with 14,500 virtual appointments scheduled. They offered 46 services and had 17 forms and intake packages available. One month after onboarding, the company has 419 providers onboarded, 35,800 appointments scheduled, 25 forms and intake packages, and 66 appointment products including a new subscription service managed through OnCall. In addition to their direct to consumer services, they are offering telehealth services to a number of partnered outpatient clinics. They launched with 6 of these partner clinics and are aiming to scale to 18 before the end of the year.

By offloading a majority of tasks and automating them through OnCall, the company has been able to focus on integrating their EHR and Quicksite to measure provider capacity and make hiring decisions, and focus on provider and patient retention instead of manual work. The company has seen an immense amount of growth, and OnCall’s workflow improvements enabled them to understand the need for a white label telehealth platform designed for behavioral health. Without the expertise of OnCall’s onboarding team, the company would still be challenged with copious manual work, provider burnout, and a high patient churn rate. OnCall helped the company build their apps in just 30 days, with this momentum only the start to a very successful telehealth business in the future.

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