The Problem

 

• Medication adherence is a persistent challenge, with patients in underserved populations, often dropping off between visits, due to lack of resources and continuity.

• Existing care models lacked integrated systems to connect telehealth, pharmacy fulfillment, and ongoing patient engagement.

• Complex clinical information and treatment pathways were difficult for patients to navigate without clear, accessible education and guidance.

• An opportunity existed to expand the reach of an existing partner, Pandia Health, while ensuring alignment with provider networks and maintaining continuity of care.

 

The Approach

 

Designed and implemented an integrated, closed-loop care and engagement model connecting patient access, telehealth services, pharmacy fulfillment, and ongoing support. The strategy focused on reducing barriers for underserved Medi-Cal and Medicare populations while improving medication adherence, strengthening continuity of care, and aligning with existing provider networks. A key priority was ensuring the program expanded access without disrupting established patient-provider relationships.

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What I Built

 

Access + Acquisition:

• Introduced a telehealth-enabled women’s health program tailored to Medi-Cal and Medicare populations

• Developed clear, patient-friendly messaging to improve awareness and adoption among underserved communities

• Created simplified entry points aligned with clinical pathways and real-world patient behaviors

 

Retention + Adherence:

•  Designed lifecycle engagement systems using email and SMS to support ongoing communication

• Built medication adherence programs focused on education, reminders, and follow-through

• Implemented refill and follow-up workflows to improve continuity and reduce drop-off 

 

Patient + Provider Experience (PX):

• Streamlined the intake and consult process to reduce friction and improve completion rates

• Aligned communication across telehealth, pharmacy, and care teams to create a cohesive experience

• Established workflows to ensure patients were routed back to primary providers for preventative and ongoing care

• Positioned the program as a complement to existing provider services to maintain trust and alignment across the network

 

Outcome

 

• Expanded access to women’s health services for underserved Medi-Cal and Medicare populations

• Reduced friction across the patient journey from access to fulfillment

• Improved medication adherence through structured engagement and follow-up systems

• Strengthened coordination between telehealth, pharmacy, and provider networks

• Increased adoption of a new care model while maintaining provider trust and continuity of care

• Established a scalable framework for integrated telehealth and pharmacy programs in managed care environments