Charm Experts Powers Growth
Transforming Telehealth with Scalable Solutions
Overview
Based in New England, a leading telebehavioral health and Tele-EAP company provides critical mental health services to insurers, health plans, and consumers. Originally founded as a telepsychiatry provider, the company evolved to offer comprehensive virtual behavioral health solutions. Their mission was to improve the mental health of patients by providing seamless access to quality care, particularly through telehealth. With established partnerships with major insurers, including national health plans, the company was well-positioned in the market both before and after the pandemic.
The Challenge:
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The organization faced significant scalability issues, struggling to meet growing demand due to reliance on two disparate legacy EHR and telehealth platforms.
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There was a pressing need for senior-level technical expertise, with a deep understanding of the U.S. health and telehealth markets and next-generation digital services.
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Leadership lacked the bandwidth and resources to manage key processes, perform due diligence, and execute essential tasks independently.
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The company lacked strategic experience in M&A activities and in supporting large, sophisticated enterprise health plan customers.
The Engagement:
To address these challenges, Charm Experts was brought in, leveraging their extensive expertise in electronic health record integration and delivering customized solutions. Their consultative, team-based approach provided the technical leadership and strategic support needed to navigate this critical period of growth.
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Fractional CTO Support: A seasoned fractional CTO was engaged to help transition the company from its legacy platforms to a scalable, integrated EHR and telehealth system. The focus was on implementing a leading EHR solution that could seamlessly support telehealth services.
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Streamlining Development: Charm Experts collaborated closely with the development team to establish a repeatable process and development lifecycle, ensuring scalability and operational efficiency as the company expanded.
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Technical Leadership: Acting as the client’s technical representative, Charm Experts provided expertise in all technical discussions, bridging the gap between IT and business needs to ensure alignment with the company’s goals.
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Security and Compliance: Charm Experts led critical security assessments and ensured that the organization passed necessary security audits, fulfilling due diligence requirements essential for maintaining relationships with high-demand customers.
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Business Development and Strategic Support: In collaboration with the client’s leadership, the team provided strategic guidance, technical insights, and sales support during key business development discussions with major insurers, helping to solidify important relationships with national health plans.
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Clinical Workflow and Operational Implementation: Charm Experts led the design and implementation of clinical workflows, training, and operational processes for the new EHR platform, ensuring seamless integration into the existing operations without disrupting ongoing services.
Results
As the company faced rapid growth and increased demands, Charm Experts provided steady leadership that facilitated efficient scaling. By acting as a cohesive team, Charm Experts helped the organization transition to a new EHR platform and ensured the company’s evolving needs were met with high-quality solutions.
A major milestone was the launch of a groundbreaking telepsychiatry program, which embedded telepsychiatry services within primary care settings. This innovative approach allowed providers to deliver integrated care, focusing on better patient outcomes. Charm Experts' flexibility and responsiveness ensured the company successfully navigated the challenging IT and security due diligence processes, which were critical for securing partnerships with major customers.
As a result of this collaboration, the company was able to scale rapidly, reaching millions of beneficiaries. The company was ultimately acquired by a leading analytics firm, rebranding to reflect its new growth trajectory. Charm Experts' leadership and expertise were instrumental in guiding the organization through this complex transition, ensuring long-term scalability and ongoing success.