• 99.4% customer retention
• 90% reduction in patient wait times
• 80% faster urgent care check-ins
A leading healthcare provider achieved 99.4% customer retention through unified, personalized telehealth
The client is a leading U.S.-based healthcare provider delivering comprehensive, patient-centered care across hospitals, outpatient facilities, and digital channels. Serving millions of patients annually, the organization focuses on improving access, experience, and outcomes through integrated, technology-enabled care.
The patient engagement and experience market is rapidly evolving, driven by AI, data analytics, and digital tools that enable proactive, personalized care. Key trends include AI-driven hyper-personalization for predictive insights and tailored interactions, and unified patient data platforms that connect EHRs, devices, and digital tools to deliver timely, seamless experiences.
The client faced challenges due to disparate systems that fragmented the patient journey and created time-consuming, siloed processes for patients and healthcare providers. Key challenges included:
• Time-consuming, siloed processes and features led to limited operational efficiency and patient engagement was time-consuming.
• Lack of personalized care journeys reduced patient engagement and contributed to delays in care delivery.
• Limited EHR and device connectivity slowed workflows for physicians, nurses, and care teams.
• A complex, fragmented vendor landscape, with multiple standards and protocols, made it difficult to build unified platforms and deliver consistent, experience-led applications, forcing teams in the healthcare ecosystem to manage disparate systems.
LTM partnered with the client to develop a robust, cloud-native integration platform built using a microservices architecture to overcome the challenges they were facing. Some highlights of the solution included:
• Creation of a consistent and standardized data model that abstracts underlying vendor systems. This enabled seamless connectivity across enterprise platforms and experience applications.
• The cloud-based platform integrated EMR/EHR systems, including Cerner Soarian and Cerner Millennium, and performed intelligent orchestration, aggregation, and data enrichment, enabling frictionless integration for mobile and web experience applications.
• In parallel, a modern web application was developed to accelerate feature rollout, with modular components implemented in line with design wireframes.
• A personalized mobile application was delivered to support end-to-end patient journeys, engaging both hospital and non-hospital patients.
• To further enhance access and continuity of care, a virtual visit solution was embedded within the patient app, enabling telehealth consultations through Zoom appointments and improving the overall virtual care experience.
Java, NodeJS, Postgres, DynamoDB, Redis, S3 Blob, Junit, Jest, Postman, AWS Cloud, GitLab, Terraform
FlutterWeb, GitLab
Java, Springboot, WebFlux, React, Node, Python, AWS, HL7/FHIR, Flutter, React, Dart, Kotlin, Swift, Javascript, HTML, CSS, Flutter test, mokito, Firebase, Amwell, Zoom, Phreesia
The cloud-based solution delivered several measurable benefits for the client including:
• 99.4% customer retention was achieved which drove a unified, personalized telehealth experience
• 90% reduction in patient wait times through digital registration and streamlined workflows
• Always-on, personalized virtual engagement transformed care delivery, extending seamless experiences to patients and non-patients alike.
• 80% faster urgent care check-ins, significantly improving speed and convenience of access
• Harmonized and secure patient data management owing to seamless EHR connectivity across leading systems, including Cerner platforms
• Improved operational efficiency, empowered providers with standardized, enriched data to support faster, more informed clinical decision-making
LTM delivered a cloud-native, microservices-based integration platform that unified data across enterprise systems and EMR/EHR platforms, including Cerner Soarian and Cerner Millennium, enabling seamless interoperability and intelligent data orchestration. Supported by modern web and personalized mobile applications, the solution enhanced end-to-end patient engagement and accelerated feature innovation. The embedded virtual visit capability enabled secure telehealth consultations, improving care access, continuity, and overall patient experience while supporting future-ready digital healthcare delivery. This case set a new benchmark for AI in healthcare and connected patient experiences. It illustrates how intelligent, patient-centric digital platforms can accelerate healthcare transformation and enable better care delivery.
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