We’re proud to share that Zoom has featured CareTalk Health in a customer story. It covers how we rebuilt our virtual care model from the ground up, and how that change lets us serve three times as many patients without losing the human connection at the heart of what we do.
Why access matters
Most of the patients we serve are Medicare recipients. For many of them, getting to an in-person appointment is a real hurdle. Transportation, mobility limits, chronic conditions, and juggling multiple visits can all stand between a person and the care they need. Our goal is to remove those barriers so more people can age gracefully at home.
As our COO and CTO Troy Belden puts it: “Improving access to care is fundamental to who we are.”
The problem with “one at a time”
In the early days, our virtual care ran like a Blockbuster video store. Everything happened in a line, one step at a time. A physician would log in, dial a patient manually, and hope they answered. If one call fell through, the whole schedule broke down, and providers sat idle between appointments. They also spent their visits switching between listening, typing notes, and handling admin work. That model could never scale.
Rebuilding the clinic, virtually
Troy’s breakthrough was simple. Physical clinics already have a flow that works: a front desk, a waiting room, nurse intake, and then the provider. So why not build that same experience in a virtual space?
With Zoom CX, that’s what we did. Every visit now starts with a patient support specialist who helps the patient connect on video and verifies their information. Patients then move into nurse queues for vitals and intake, and then on to a provider. Intelligent routing matches each patient to the right clinician based on state licensing, medical need, and availability. Zoom Virtual Agent handles after-hours scheduling, so no patient inquiry goes unanswered.
“They’re familiar with walking into a clinic and being greeted at the front desk,” Troy said. “We’ve created that same feeling.”
Live in four days
Working with Zoom and its implementation partner TCS, we moved quickly. “We had a call on a Wednesday, and we had our virtual clinic live the following Tuesday,” Troy said. TCS continues to support us as we grow our partnerships with large payer organizations, where compliance and scale are essential.
The results
3x increase in patient visits
5x increase in scheduling capacity
Providers went from about one appointment per hour to nearly four
Monthly patient volume grew from about 2,000 to more than 10,000, with room to grow
Patient and provider satisfaction rose too. One provider summed it up: “The ease at which you guys are now delivering patients to me is incredible.”
What’s next
The new capacity is opening doors for us. We’re expanding into after-hours care and preventative visits, and we’re supporting self-insured employers who want to improve access to care and reduce unnecessary ER visits. We’re also using Zoom Quality Management and AI Expert Assist to make coaching continuous and to support our care teams in real time.
Through all of it, our purpose stays the same. “How do we make patients feel like they just saw somebody who cares about them?” Troy asks. That question guides every decision we make.
Read the full story
Read the full customer story on Zoom: https://www.zoom.com/en/customer-stories/caretalk-health/