Context
Our client is a service provider in the US healthcare industry working in chronic care management — the ongoing, mostly non-clinical work of keeping patients with long-term conditions engaged with their own care.
Problem
Two-thirds of Medicare beneficiaries live with more than one chronic condition. Managing them well is less about medicine than about coordination: regular contact, a care plan someone actually follows, and a record that every provider can see.
In practice that coordination was breaking down in six places at once. There were too few trained staff. There was no consistent process. Care plans and call scripts lived in documents. Scheduling and call handling sat outside any system. Providers could not see what other providers had done. And billing was disconnected from the work that generated it.
No platform on the market held all of that in one place, so the client had been running the programme across tools that were never meant to connect.
Approach
We treated this as a workflow problem before a software problem. The people using the system are care coordinators making dozens of calls a day, not clinicians at a workstation, so call handling had to be the spine of the product rather than a feature hanging off it.
We built a flexible database architecture, selected the stack, and got the interface approved before development rather than after. Third-party integration was designed in from the start, because a chronic care platform that cannot exchange data with an EHR is a data island.
What we built
- Patient enrolment and eligibility handling
- User management across coordinators, clinicians and administrators
- Call scripts and care plan content, managed in the system rather than in documents
- Scheduling and call management, with VOIP and real-time video built in
- Billing support connected to the recorded care activity
- Third-party integration points for external systems
Stack: Vue.js, Node.js, MySQL, AWS, WebRTC.
Results
The platform is live and accepting enrolments, with voice, video, appointments and scheduling in production. We remain engaged on scaling and extending it.
Metric slot — needs client approval. Patients enrolled, calls handled per coordinator per day, or billable time captured would all be stronger than the sentence above.
In their words
No testimonial is currently attached to this project. Two healthcare clients have given us quotes — see Instant Virtual Primary Care.
Related
Healthcare Management CRM · Instant Virtual Primary Care · WebRTC
