It’s no surprise that health systems have turned to digital technology to better manage healthcare delivery during the COVID-19 outbreak. Now that we’re a couple of months into the pandemic, however, health systems are starting to re-prioritize some implementations — both new ones and those that were previously started but had to be temporarily suspended.

healthfinch’s solution, Charlie, is one option that’s top of mind for many healthcare executives because of its ability to safely and efficiently delegate prescription renewal requests away from providers, enabling them to save time and focus on top of license work.

Our base prescription renewal protocol set covers many medications seen in the primary care setting, which is why most new customers choose to roll out Charlie to primary care providers first. Alternatively, some customers are currently rolling out to specialty clinics that are less impacted by COVID-19 patients. Regardless of the approach, our team is prepared to get health systems up and running just as quickly as our pre-pandemic implementations. Here’s how our process looks and how we’ve adapted to ensure successful rollouts.

Implementation Planning

After a contract has been signed, an alignment meeting is scheduled to introduce the customer to their healthfinch Customer Success team. The Customer Success team facilitates the project going forward, working with both operational and technical teams from kickoff to go-live.

Pre-COVID-19, kickoff meetings would typically occur on site at the health system, allowing the Customer Success Manager to present the project scope and timeline to key stakeholders and observe staff workflows. While observing workflows remotely is a little less personal now, we’ve found that much can be accomplished via screen sharing. Understanding the existing workflows of staff completing prescription renewal requests enables the healthfinch team to put together the most appropriate training and optimization suggestions for each customer.


Much of the next few weeks after kickoff are spent on renewal protocol consensus and build. While it’s the longest part of implementation, it’s a very important step. healthfinch’s protocols are created from the latest industry recommendations and guidelines, but each customer is able to customize them to their organizational standards. healthfinch-led consensus meetings have always been conducted remotely, as there is a lot of communication back and forth during this process to ensure protocol alignment with all parties.


Staff training is usually completed via webinar(s) one week to one day before going live, which provides flexibility for staff at health systems. Attending the live webinar allows staff to ask questions in real-time, while the recording enables staff to re-watch sections or view in its entirety if they missed the live session.


Perhaps the biggest change in our implementation process has been the go-live. Traditionally, it was always done on-site, so the healthfinch team could observe the staff elbow-to-elbow in their natural environment and answer questions. The length of time on-site depended on the number of sites going live, but could range from one to three days.

Like workflow observation during the kickoff, go-lives now rely on virtual screen shares. Depending on the preference of the health system, they could be conducted 1:1 with each staff or done in a group setting. In some instances, a conference room has been reserved for an extended period of time with a constant connection to healthfinch so staff can come and go as needed for support. healthfinch blocks the entire day(s) to devote to being available for the go-live.

Post Go-Live

About a week after go-live, healthfinch will schedule a call to check in with the key stakeholders and to decide how often to meet going forward. Timing and frequency are up to the health system and their comfort with the new workflows. Whether the meeting is weekly, bi-weekly, or monthly, the goals of each meeting are the same: provide feedback to healthfinch, discuss any possible changes to protocols, and review any additional training that may be needed. In between these calls, staff are also encouraged to send support issues to a dedicated healthfinch support email.

Post COVID-19

Of course, once it’s safe to travel again, we’d love to come on-site and meet everyone in person! Doing so may allow us to uncover additional opportunities to optimize workflows. Or, perhaps you’ll be ready to roll out to more providers or other specialties, where having us on-site would be helpful.

This pandemic may have changed the way we implement our solution and interact with customers, but it hasn’t changed the value health systems see post implementation or the level of attention they receive during it. We’re still pushing on, providing the best service and support possible, and hope to work with you soon!

Learn more about Charlie and request a demo here.