Verge Health
A unified patient portal serving 2M+ patients across 150 facilities.
Built a HIPAA-compliant portal with appointment scheduling, telehealth, secure messaging, and health records.
- 2M+Patients onboarded
- 4.8Patient satisfaction (5)
- -62%Appointment no-shows
- -45%Support call volume
Where they were when we started.
Verge Health ran 150 facilities across the US, each with its own patient portal stitched onto whichever EHR the local network used. Patients were carrying four logins, three different appointment apps, and no unified record. NPS was negative double-digits and the call center was drowning.
How we shipped it.
- 01
Designed and shipped a single patient experience that authenticates via SSO across all facilities, with a unified record stitched together via FHIR adapters per EHR vendor.
- 02
Built native appointment scheduling, telehealth, secure messaging, and health-record access — designed by the same team that designed it for usability rather than compliance theatre.
- 03
Stood up a HIPAA-compliant infra footprint on AWS with audit logging, BAA-signed sub-processors, and SOC 2-aligned controls baked in from day one.
- 04
Ran a phased rollout across the 150 facilities over 14 weeks, with parallel-running of the legacy portal during cutover to protect existing workflows.
What changed for the business.
- 2M+ patients onboarded across all 150 facilities in the first 9 months.
- Patient satisfaction (CSAT-style) settled at 4.8/5 across the unified experience.
- Appointment no-shows fell 62% on the back of better reminders and one-tap rescheduling.
- Support call volume dropped 45% — the portal absorbed the work the call center used to handle.
“The portal has transformed how our patients interact with our health system. Big Bold understood healthcare complexity like no other agency we evaluated.”
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