Scaling a Virtual Healthcare Startup Without Sacrificing Patient Quality
AT A GLANCE
industry:
Healthcare &
Digital Health
OSHI HEALTH
Oshi Health is a virtual GI care company on a mission to eliminate the impact of gastrointestinal conditions by redesigning how care is delivered. Since 2019, the company has been the industry leader in virtual GI care, serving patients, employers, health plans, and providers across the country.
service provided:
operational SCALING &
TEAM INFRASTRUCTURE
The Challenge
FoR early stage healthcare startups, the focus is often on patient growth and clinical outcomes. At Oshi Health, that meant expanding access to virtual GI care, bringing on new patients, and building a team that could deliver on that mission.
We quickly identified that the infrastructure needed to support that growth simply did not exist. Patient coordinator workflows were undefined, turning routine tasks like aftercare summaries, appointment scheduling, follow-ups, and patient outreach into time-consuming manual efforts that compounded daily. The team was spending significant time on work that should have taken a fraction of that.
The technology problem made it worse. There was no integration between the CRM, the patient dashboard, and Athena, the electronic medical record system the company relied on. Every handoff between systems was manual. Every update required duplicate effort. In a healthcare environment where speed and accuracy directly impact patient outcomes, that gap was unsustainable.
Core Problems
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Patient coordinator responsibilities had no documented process behind them. Aftercare summaries, scheduling, follow-ups, and outreach were all handled reactively, creating bottlenecks that slowed the entire department and consumed capacity that should have gone toward patient care.
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The CRM, patient dashboard, and Electronic Medical Record system operated as three separate, non-communicating systems. Without API integration between them, every data transfer was manual, creating significant inefficiency and increasing the risk of error in a clinical environment.
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Patient volume was growing faster than the team's capacity to manage it. Without defined workflows or automated systems to absorb the load, the department was at risk of breaking under the weight of the company's own growth.
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There was no defined process for patient outreach, follow-up, or engagement beyond the initial appointment. Without a structured approach to keeping patients active in their care journey, the company risked losing patients it had already acquired, undermining both clinical outcomes and the revenue needed to sustain growth.
"Most of my day is spent on manual administrative work, leaving little time delivering high quality patient care. We needed a system that could change that."
-Neha Kotha, Patient Care Coordinator at Oshi HealtH
Our Approach
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Understand the Business
Our first priority was to conduct a root cause analysis to identify exactly where the bottlenecks were and why they existed. Four surfaced immediately: manual data entry consuming coordinator time, undefined workflows and SOPs for patient care, insufficient follow-up with patients after initial visits, and no reporting structure to manage the growing team.
Each bottleneck fed the next. Without defined workflows, coordinators moved slowly. Without automation, manual data entry consumed the time that should have gone to patient follow-up. Without a reporting structure, there was no visibility into where the breakdowns were happening. The problems were interconnected and had to be solved together.
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Build the Framework
The build phase focused on four parallel workstreams. First, SOPs and instruction manuals were developed for every core patient care coordinator function, giving the team a clear, repeatable process to follow for the first time. Second, defined workflows were established across scheduling, aftercare, outreach, and follow-up.
Third, we worked directly with the Chief Technology Officer to implement API integrations between the EMR system, the patient dashboard, and the CRM, eliminating manual data entry and allowing systems to communicate automatically.
Fourth, a team reporting structure was built to give leadership visibility into performance and accountability across the department.
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Activate the System
Within six months the results were measurable across every dimension of the department. The patient care team scaled by 1,150%, supported by standardized operating procedures that made onboarding, training, and performance management consistent across a distributed team.
The API integrations delivered immediate relief to the team. Aftercare summaries that previously took 30 to 45 minutes per patient to complete manually were reduced to under 5 minutes, giving coordinators back significant capacity to focus on delivering high-quality patient care.
The infrastructure built during this period supported over 1,000 patients monthly without degrading the quality of care being delivered.
The Results Speak
In six months, the patient care department scaled by 1,150% and maintained a 98% patient satisfaction score. This gave Oshi Health the capacity to continue scaling without the concern that growth would outpace internal operations.
“For the first time, getting the care I needed felt effortless. Scheduling was simple, my follow-ups were timely, and I never felt like I was falling through the cracks.”
- K.W, Patient at Oshi HEalth
85%
reduction in aftercare summary
completion time
1,150% patient care team growth
1,000+ patients supported monthly
98% patient satisfaction score
Scaling a digital healthcare clinic is one of the most complex challenges a startup can face. Operating in a heavily regulated environment means every process must be documented, repeatable, and designed to protect patient safety without slowing the business down.
At Oshi Health, the patient care department scaled by 1,150% in six months without a single point drop in patient satisfaction. This proves that when the right systems, workflows, and team structure are in place, growth and quality are not competing priorities.
"Our vision was always to bring center-of-excellence GI care to every patient who needed it, regardless of where they were” said Okoh “Building the operational foundation to deliver on that vision at scale was what made it possible."
Growth does not have to come at the cost of quality. With the right operational partner, you can build an infrastructure that promotes expedited scale. That is what ADINA can do for you.