OpenLoop Health is a white-label telehealth infrastructure provider covering all 50 US states. Unlike traditional telehealth platforms, OpenLoop supports the entire backend operation: licensed doctors, pharmacies, EHR systems, medication tracking, and regulatory compliance. Their clients focus solely on patient acquisition while OpenLoop manages everything from initial consultation to prescription fulfillment.

Processing millions of patients annually, OpenLoop solves a critical scaling challenge: the complex web of state-by-state doctor licensing, product certifications, and insurance relationships that prevents most competitors from operating nationwide.

Clinical protocols can change monthly, and existing solutions had no mechanism to propagate updates to customers' funnels.

OpenLoop's customers need to build digital patient intake funnels that follow detailed clinical protocols — 40+ page specifications with complex conditional logic, state-specific rules, and medication eligibility requirements. These customers excel at patient acquisition, driving traffic, building landing pages, and running ads, but navigating healthcare compliance isn't their core competency.

Previously, customers used third-party no-code builders and spent two months creating each funnel through constant back-and-forth with OpenLoop's team on requirements. This meant new customers couldn't go live until their funnels were compliant, delaying revenue and tying up internal resources.

The problem was compounded because clinical protocols can change monthly, and existing solutions had no mechanism to propagate updates to customers' funnels. Every protocol revision required manual rework across all active funnels, creating operational burden, compliance risk, and preventing further scalability for the business.

Additionally, OpenLoop's original scheduling system struggled under scale. With millions of patients annually and thousands of appointments daily, issues like double-bookings created friction for both providers and patients, increased support overhead, and eroded trust. Their existing order management technology compounded the problem by providing poor visibility into order status, volume, and business metrics, essentially making capacity planning guesswork. At OpenLoop's scale, these were consequential constraints on further growth.

OAK'S LAB embedded an autonomous, cross-functional team into OpenLoop's organization.

We deployed several autonomous teams, each comprised of a Product Lead, Tech Lead, UI/UX Design Lead, software engineers, and QA, to build multiple interconnected systems over the course of our engagement with OpenLoop Health. What began as a focused initial engagement on patient intake tooling quickly expanded as our teams earned OpenLoop's trust and proactively supported additional technical enablers needed for their growth. Each project built upon the last, creating a cohesive infrastructure layer across the platform.

Intake Funnel Builder

A platform to create compliant patient intake funnels in minutes rather than months. Pre-built templates align with OpenLoop's clinical protocols and handle all conditional logic, state rules, and eligibility requirements. Customers can customize branding, copy, and marketing integrations without worrying about compliance. Critically, when protocols update, changes automatically propagate to all existing funnels.

Before this, onboarding a new customer required two months of back-and-forth due to repetitive compliance reviews, specification interpretation, and revision cycles. Now, sales can provide same-day implementation, and customer onboarding no longer obstructs revenue.

Scheduling System

A new scheduling core built to handle millions of annual patients without issues like double-bookings. The system intelligently assigns patients to medical providers based on state certifications, ensuring doctors licensed in fewer states are reserved for patients who need them while maximizing utilization of providers with broader coverage.

Previously, scheduling errors meant frustrated providers and patients — doctors would show up to find multiple patients booked in the same slot. The new system eliminated these conflicts entirely, reducing support burden and keeping customers and users happy.

Order Management System

Replacement of legacy workflow tools with AWS Step Functions, creating a performant, maintainable orchestration layer. OpenLoop gained a sophisticated order database with reporting capabilities, where previously they lacked visibility into order status and volume.

Without a proper order database, OpenLoop couldn't answer basic questions, such as: how many medicine orders are in progress? Where are the supply bottlenecks? Now, operations teams have complete visibility, and leadership can make data-driven decisions about capacity and growth.

Revenue Cycle Management

Insurance validation is integrated directly into the intake funnel to determine patient coverage eligibility before payment processing. The system navigates the complex matrix of doctor-state-product-insurance relationships to route patients appropriately.

Before, patients discovered coverage issues late in the process, leading to drop-offs and support tickets. Now, eligibility is validated upfront, creating a smoother patient experience and opening a new revenue stream from insurance reimbursements.