CarePlus Telehealth partnered with Vervelo to rebuild their patient scheduling and reminder system, cutting no-shows nearly in half within 90 days.
The Challenge
CarePlus Telehealth was scaling rapidly — from 12 to 60+ providers in under 18 months — but their legacy scheduling platform couldn’t keep pace. Appointment no-show rates had climbed to 31%, costing the practice an estimated $2.4M annually in lost revenue. Manual reminder workflows were fragmented across phone, email, and SMS, with no unified view for coordinators.
Their engineering team had attempted an in-house rebuild twice, but lacked the healthcare-specific domain expertise to navigate HL7 integration and HIPAA-compliant messaging requirements.
What We Built
Vervelo delivered a fully custom scheduling and patient engagement platform integrated directly into CarePlus’s existing EHR. Key components included:
Intelligent Appointment Reminders
A multi-channel reminder engine that sends personalized reminders at 72 hours, 24 hours, and 2 hours before each appointment. Patients can confirm, reschedule, or cancel via a single reply — no login required.
Smart Waitlist Management
When a cancellation occurs, the system automatically surfaces the next-best patient from the waitlist based on provider availability, patient location, and insurance type — filling slots within minutes rather than hours.
Provider Dashboard
A real-time utilization dashboard showing slot fill rates, cancellation trends, and revenue-at-risk projections. Coordinators can act on gaps before they become lost revenue.
HIPAA-Compliant Messaging Infrastructure
All patient communications are routed through Vervelo’s HIPAA-compliant messaging layer, with full audit trails, opt-out management, and encrypted delivery for SMS and email channels.
Results at 90 Days
Within three months of go-live, CarePlus saw measurable improvements across every KPI:
- No-show rate dropped from 31% to 18% — a 42% reduction
- Average time to fill a cancelled slot fell from 4.2 hours to 22 minutes
- Provider utilization increased by 28% across all service lines
- Patient onboarding (from referral to first appointment) cut by 60%
The platform processed over 48,000 appointments in the first quarter with 99.97% uptime.
What the Client Said
“Vervelo didn’t just build software — they understood our clinical workflows from day one. The no-show problem felt unsolvable. Now it feels like a solved problem.”
— Dr. Sarah Mehta, Chief Medical Officer, CarePlus Telehealth
Technology Stack
- Backend: Node.js, PostgreSQL, Redis
- Messaging: Twilio (SMS), SendGrid (email), HL7 FHIR API
- Frontend: React, Tailwind CSS
- Infrastructure: AWS (HIPAA-eligible services), SOC 2 Type II certified
