Sprinter Health optimizes demand <> supply with Care Pathways

Challenge

Sprinter Health has experienced tremendous growth in recent years, 10x-ing the number of patients they are tasked to provide care services for. However, with increased scale, appointment no-shows started to occur more frequently leading to decreased efficiency for Sprinters and rising opportunity cost of patients who could have received services.

Discovery & Approach

Sprinter Health’s initial process relied heavily on phone bookings followed by in-person Sprinter appointments, which would be completed within 1 week on average. Deeper analysis showed that increasing patient scale was making it difficult to reliably complete the process within the same baseline period, and appointments often stretched to ~3 weeks.

Aside from continuing to scale ops support, I worked with the Product team to vet other tech-enabled opportunities that could enable Sprinter Health to more quickly engage patients and meet their needs.

Result

By taking a holistic view of the patient lifecycle, I designed a multi-pathway system that included third-party APIs, virtual bookings, and the traditional Sprinter model to deliver faster, seamless value to patients. This helped set up Sprinter Health’s platform to continue its growth trajectory while balancing quality and speed-to-care.