Scalable Telehealth Platform for Behavioral Health and Wellness Services

The client’s legacy telehealth system comprises a call center application, a customer management platform, and an account management system, which collectively face significant scalability issues. The system's inbuilt authentication and authorization mechanisms lead to excessive API calls—up to 2.1 million daily—causing system outages and data loss, jeopardizing HIPAA compliance. Additionally, the existing user interface lacks intuitiveness, hindering stakeholder engagement and operational efficiency.

A large healthcare provider specializing in behavioral health and wellness services, managing over 600,000 calls annually across various organizations.

• Reduce daily API request volume from approximately 1.48 million to under 1 million to enhance system stability and reduce infrastructure costs.
• Design and implement a scalable, modular architecture capable of supporting future feature growth without core system disruption.
• Introduce a resilient system to prevent data loss during high-demand scenarios.
• Segment authentication services to handle high concurrency securely and efficiently.
• Revamp the user interface to improve usability for all stakeholders, facilitating better engagement and workflow efficiency.

• Client-side command queuing with persistent storage to batch API requests and reduce server load.
• Background service worker to process queued commands and synchronize with the server at configured intervals.
• Modular system architecture to allow seamless addition of new features and updates.
• Dedicated authentication and authorization service optimized for high concurrency and security.
• Responsive and user-friendly interface tailored to various stakeholder roles, enhancing operational efficiency.

• External Identity Providers for authentication
• Healthcare data management systems
• Notification and alerting systems
• HIPAA compliance and data security tools

• System must support over 2 million API calls daily without downtime
• Concurrency handling for at least several thousand simultaneous users
• Request processing latency under 200 milliseconds
• Data security measures to ensure HIPAA compliance
• Cost-efficient infrastructure with a target to reduce operational costs by at least 75,000 USD annually

Implementing a scalable and resilient telehealth system is expected to significantly reduce infrastructure costs by over 75,000 USD annually, decrease daily API requests from 1.48 million to below 1 million, and lower average request processing from 60% to 4% DTU consumption. These improvements will enhance system stability, ensure HIPAA compliance, and provide a user-friendly interface, thereby increasing stakeholder engagement and operational efficiency.