Running a telehealth program at scale
For teams already doing hundreds to thousands of encounters a month: unit economics, throughput, reliability, switching, and the risk work that comes with volume.
- Coming Sep 8
Unit economics at 1,000 encounters a month
Cost per encounter is the unit that matters once you have volume. The fixed and variable lines, how they move from 300 to 1,000 encounters a month, and the five levers that change margin.
- Coming Sep 10
Eight signs you’ve outgrown your platform
Turnaround drifting with volume, state expansion blocked, data you can’t export, lapses you can’t see. The symptoms operators report, what each costs, and how to tell a platform problem from a process problem.
- Coming Sep 15
Clinician capacity planning and a realistic turnaround SLA
The capacity arithmetic from encounters per month to clinician-hours, coverage by state, queue and escalation design, and the turnaround SLA you can actually promise.
- Coming Sep 17
The refill lapse problem
A lapse is a patient running out before the next shipment. It is the most expensive event in a subscription program and the least measured. How to compute it, what causes it, and the cadence engine that closes the gap.
- Coming Sep 22
Migrating a live patient base without a refill gap
For programs with thousands of active patients: the risk register, the data you export first, why prescriptions are re-established rather than ported, wave-by-state cutover timed to refill dates, and the metrics that prove the switch worked.
- Coming Sep 24
The telehealth infrastructure RFP
The questions a program with volume should put to every platform — clinical coverage and turnaround, pharmacy routing, API and exports, compliance evidence, pricing and exit terms, migration support — with scoring and red flags.
New parts publish Tuesday through Thursday. All posts
From first call to first patient, in weeks.
A 15-minute intro call, sandbox credentials the same day, go-live in 3–4 weeks — new launches and existing patient bases alike.