Partner Portal for a Maternal-Fetal Medicine Telehealth Company

Healthcare Engineering UX Consulting

BACKGROUND

About client

The client is a national maternal-fetal medicine telehealth company addressing critical gaps in maternal-fetal medicine (MFM). Millions of reproductive-aged women and gestational carriers across the US face limited access to specialized obstetric expertise, essential for responsible guidance and risk-specific pregnancy management.

What was the client's problem and why they reached out?
The client faced significant and competitive challenges in managing interactions with fertility centers and surrogacy agencies. Their existing website-based system required extensive manual handling through emails, lacked visibility for partners, and created inefficiencies that hindered growth and partner retention.

The situation became especially urgent when competition intensified, with other companies offering similar services at lower prices. They realized the necessity of differentiating the company by providing partners with a streamlined, unified platform where they could easily book services, track service statuses, exchange documents, and manage the entire process from scheduling to billing.

Given these concerns, they reached out to us for help building a modern, efficient, and comprehensive partner portal to enhance client satisfaction, reduce operational friction, and secure their market position.

Fertility market

Healthcare industry

United States

Client's location

4 months

Project completion timeline

7 experts

Project team size

The problems

Manual processes & lack of visibility

Relying on emails and phone calls for booking and document exchange created time‑consuming back‑and‑forth communication. Partners (fertility centers, surrogacy agencies) had no straightforward way to track service statuses or gather required documents in one place. Everyone was juggling spreadsheets, emails, and ad‑hoc updates, leading to errors and frustration.

Partner retention risks

Many fertility centers and surrogacy agencies have limited patience for convoluted workflows and excessive back-and-forth communication. When competitor platforms offer similar or lower-cost services with more user-friendly processes, current partners can easily jump ship. This risk is intensified when manual tasks, unclear service statuses, and slow turnaround times make it harder for clinics to do business with you. If they perceive an alternative as simpler or more affordable, they’ll switch—directly impacting revenue and growth potential.

Increased competition

Other companies were entering the market offering cheaper services. Without a streamlined process or clear added value, existing partners could easily jump ship to these lower-priced providers.

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Solutions

The solutions

Centralized Booking & Scheduling

A single, web-based platform where partners can schedule screenings or other services with just a few clicks, specifying patient details and preferred timeframes.

Impact
- Eliminates the email/phone back-and-forth.
- Reduces confusion over double-bookings or missed requests.
- Automatically updates calendars and sends confirmations to all stakeholders.

Document Upload & Sharing

A secure, HIPAA-compliant document repository within the portal where users can upload, download, and view the latest version of any file.

Impact
- Centralizes all documents, cutting down on scattered or lost files.
- Prevents repeated requests for the same records.
- Ensures only authorized users access the data, improving compliance and trust

Real-Time Status Tracking

A progress dashboard that displays each service’s stage—“Scheduled,” “In Progress,” “Awaiting Documents,” “Completed,” etc.—for every patient case.

Impact
- Minimizes partner inquiries by providing instant clarity.
- Encourages faster turnaround on missing steps since staff can see pending tasks.
- Increases transparency, which builds partner confidence.

Multi-User Role Management

Role-based access that allows each user to log in under unique credentials—e.g., Admin, Staff, or Manager—tailoring which data they see or actions they can perform.

Impact
- Tracks who uploaded documents or changed a booking.
- Protects sensitive info by limiting access to necessary roles.
- Simplifies audits if errors occur, since each action is traceable to a specific user.

Integrated Billing & Invoicing

A billing module within the portal that generates invoices, tracks payments, and provides partners with a clear statement of charges.

Impact
- Streamlines payment collection, lowering administrative overhead.
- Partners see exact costs tied to each screening or service, reducing billing disputes.
- Consolidates financial records in one place for easier accounting.

Search & Reporting Tools

Advanced search filters plus basic reporting dashboards, allowing users to pull up specific patient records or generate usage/statistical summaries over custom date ranges.

Impact
- Helps identify bottlenecks (e.g., consistent delays in a particular step).
- Offers data-driven insight for improving processes or forecasting future staffing needs.
- Saves time otherwise spent on ad-hoc spreadsheets and manual data gathering.

HIPAA-Level Security & Compliance

End-to-end encryption, secure login protocols, role-based access, and audit logs. Hosted on HIPAA-compliant infrastructure (e.g., AWS with specialized security layers).

Impact
- Ensures PHI remains protected, meeting legal and ethical standards.
- Reduces the legal and financial risk of data leaks.
- Builds credibility with partners who demand strict patient privacy safeguards.