Operations
Throughput, refills, turnaround and the day-to-day of running care programs.
Running your own telehealth vendor stack vs Lithos: the real cost per visit
Seven vendor contracts look cheap one at a time. Here is the full per-visit cost of running your own stack, next to the same program on Lithos.
ReadRunning a telehealth program at scale, Part 6: 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.
ReadRunning a telehealth program at scale, Part 5: 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.
ReadRunning a telehealth program at scale, Part 4: 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.
ReadRunning a telehealth program at scale, Part 3: 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.
ReadRunning a telehealth program at scale, Part 2: 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.
ReadRunning a telehealth program at scale, Part 1: 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.
ReadLabs for telehealth programs: at-home kits vs. draw networks
How kits and draw sites compare on completion, panels, and cost — and how to build the lab loop so results actually gate care.
ReadRefunds, cancellations, and chargebacks for telehealth subscriptions
A refund matrix that fits clinical products, the dispute-rate math that threatens merchant accounts, and the moves that keep you under the thresholds.
ReadPatient support for telehealth programs: the tickets that actually happen
The real ticket mix, the clinical/non-clinical triage line only licensed staff may cross, and the notifications that prevent the biggest queues.
ReadDo cash-pay telehealth programs need NPIs, CPT codes, and superbills?
Which pieces of the insurance world still apply when you never file a claim — and why superbills are a revenue feature for cash-pay programs.
ReadInside a compounded GLP-1 order: from prescription to doorstep
Seven stages, four regulated parties, and the status your product should show the patient at each one.
Read16 posts in Operations · page 1 of 2
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