Turning reactive telehealth support into a clearer, faster operating system

The client’s name and selected operational details are withheld to protect confidentiality.

The situation

Understanding the whole journey

A growing direct-to-consumer telehealth company was managing rapid volume across customer support, clinical review, pharmacy fulfillment, delivery, policies, and escalations. Customers experienced those functions as a single journey, but the internal work crossed multiple systems, partners, and owners.

Beneath the surface

The operational challenge

Slow responses and unresolved tickets were symptoms of a larger problem: unclear decision paths, fragmented knowledge, inconsistent handoffs, limited visibility, and support carrying the burden of failures elsewhere in the operation.

The work

From diagnosis to working systems

Rosanna led day-to-day customer experience while rebuilding the systems behind it. The work combined immediate operational stabilization with longer-term infrastructure, including policies, SOPs, macros, decision trees, escalation paths, provider and pharmacy coordination, QA, performance standards, and internal tools.

Systems + deliverables

What was created

Searchable customer-experience field guide
More than 60 response and decision-support macros
State, age, refund, stability, and dosing support tools
Policies and standard operating procedures
Quality standards and de-escalation frameworks
Provider, pharmacy, fulfillment, and escalation workflows
Performance visibility and operational follow-up

Selected outcomes

Average response time improved from more than 12 hours to approximately 2 hours
Average resolution time improved from approximately 7 days to approximately 4 hours
98% of provider visits completed within 24 hours
Approximately 90% of fulfillment completed within four days during stable supplier operations
A critical backlog of approximately 250 delayed orders was stabilized and cleared

Outcomes are specific to this engagement and are not guarantees of future performance.

What changed

A clearer operating system

The support function became more than an inbox. It became an operational signal, a structured decision system, and a source of accountability across the patient journey.

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