Case Study: Telehealth and Patient Engagement Platform
challenge
Practices offering virtual and in-person care often run patient engagement, provider scheduling, and front-desk operations on disconnected tools. This leads to poor patient onboarding completion, providers with no visibility into real-time appointment assignment, front desk staff unable to track payment collection or enforce SLA-based appointment closures, and admins with no unified view of patient demographics, benefits eligibility, or operational metrics.
solution
Arkenea developed Cumberland Health, a telemedicine application, as an integrated mobile and web application: patients complete guided onboarding and profile verification, connect with providers through secure interactive chat and live video consultation, and manage appointments end to end, while Admin, Provider, and Front Desk portals give staff real-time appointment assignment, analytics, and payment-collection tooling – all governed by role-based access and automatic SLA enforcement.
Cumberland Health turns patient engagement and clinic operations into one connected system – patients get a guided, HIPAA-compliant path from signup to live consultation, providers and front desk gain real-time appointment visibility and automatic SLA enforcement, and admins get the analytics and benefits configuration needed to run the practice without stitching together disconnected tools.
key highlights
Guided Patient Onboarding: A branded splash and welcome experience, multi-language support, and OTP- or SSO-based signup (Google/Apple) with mandatory HIPAA consent gate access to the app.
Mandatory Profile Completion Gate: Patients must complete demographic, insurance, and address details – with optional child/dependent profile management – before accessing interaction features, ensuring clean data from day one.
Interactive Chat-to-Video Consultation Flow: Patients select themselves or a dependent as the consultation subject, are matched with an available provider, and move seamlessly from chat into a secure live video visit, with structured post-call actions.
Provider Availability & Assignment Management: Providers set manual or scheduled availability windows that directly control their visibility to Front Desk for appointment assignment, preventing over-booking.
End-to-End Appointment Lifecycle Tracking: Front Desk and Provider portals track every appointment from assignment through completion, with status labels, date/status filters, and detailed views for clinical notes and outcomes.
Automatic SLA-Based Appointment Closure: Appointments left unattended by Front Desk or Provider beyond a defined SLA window are closed automatically, keeping the queue clean without manual intervention.
Integrated Payment Collection Workflow: Front Desk can request, track, and collect appointment-related payments directly within the appointment record, closing the loop between clinical and billing teams.
Employee Benefits Configuration: Admins can toggle Employee Benefits eligibility per patient, with status reflected as a visible chip/label across Admin and Front Desk views.
Centralized Analytics Dashboard: Admins get a single view of onboarding, appointment, and performance metrics over time to support data-driven operational decisions.
Role-Based Onboarding & Access Control: System Admin-driven invitation flows onboard Admin, Provider, and Front Desk users with time-bound links, mandatory profile completion, and account lockout/auto-logout protections across every role.
Arkenea helped provide both practical advice and experience that enabled us to launch our website and create complementary mobile applications in a cost effective way while providing ongoing product support into the future. Without Arkenea, this dream would have vanished into oblivion.
