Turning a primary care access problem into a payer partnership
A clinically integrated network that could not build or hire its way out of a primary care access bottleneck asked us to help. In discovery, we found about one-third of office visits at a flagship practice could be handled virtually, roughly sixty hours per physician per month. The network built a virtual-first care model on that number, and a regional payer is co-developing a commercial HMO with it.
- Initial launchA digital front door with a triage chatbot and on-demand virtual clinic.
- Expand accessA web version and guest flows for people who were not yet patients.
- Billing competencyThe ability to bill insurance.
- Expand clinical scopeServices that close gaps in existing primary care relationships.
- Practice of the futureA virtual primary care practice; a payer auto-attributed lives to it.
- Benefit designA commercial HMO co-developed with a regional payer, built on the model.