Five siloed systems. One place to bring them together.
A large, rapidly expanding, multi-state network of specialty practices was running intake, payments, scheduling notifications, and clinical records across five separate systems. Patients navigated them independently. Staff bridged the gaps manually. We built the layer that unified four of them — and replaced the fifth.
Overview
Five systems, each operating in isolation. No patient had a complete view of their own care.
The practice had grown into one of the largest specialty networks in the country, but its systems hadn't kept pace. Patients used separate logins and systems for scheduling, intake, payments, and clinical records. Staff manually transferred data between platforms to complete workflows that should have been automatic. Four core systems were contractually fixed. One — a third-party platform handling notifications and intake that had become expensive and wasn't configurable enough — was replaceable.
The ask: build a unified experience above the existing stack, replace what couldn't be made to work, and give patients a single place to manage their relationship with the practice.
The Challenge
Five systems. No shared view. Staff filling the gaps.
Each platform had been selected for what it did individually. Together, they created a fragmented experience for everyone.
- Patients needed separate credentials for scheduling, intake, payments, and clinical records — with no single place to see all of them at once.
- Outstanding balances were invisible unless a patient navigated to the right billing system. Those with visits across multiple locations had no unified financial view.
- Intake required manual coordination across disconnected systems at 40,000 completions per month.
- The combined notification and intake platform was expensive and couldn't be configured to match the practice's workflows. It needed to be replaced, not worked around.
The Solution
One portal above the existing stack — with one system replaced.
The platform MWE built gives patients a single login for everything: upcoming appointments, clinical records, their current balance across all practice locations, and intake. The combined notification and intake platform was the one component we replaced outright — both functions now run through the portal directly, at lower cost and with the configurability the practice needed.
The practice management system required the most integration depth. We connected to it using three methods simultaneously — direct DB connection, REST API, and HL7 — an expansive approach that keeps data reliably in sync across all locations and workflows at this volume.
The EHR had limited external integration capabilities, which called for a creative approach: rather than forcing a brittle connection, the portal surfaces contextual, direct access to the relevant EHR portal for each patient based on the locations they've visited. No hunting for the right URL.
The core decision
Four systems stayed. One was replaced. The value is in what patients and staff no longer have to do manually — and in 35,000 people a month moving through intake, payments, and clinical records through a single experience that didn't exist before.
Key Capabilities
What we built, and what changed
Unified patient portal
One login. Scheduled visits, clinical records, intake, and payments — across all locations. Patients stopped managing separate credentials for systems that should have been one.
Consolidated balance view
Outstanding balances across all locations surfaced in a single view on every login — including across different practice entities. Previously invisible to patients.
Intake workflow
40,000 monthly completions through a single patient-facing workflow. The manual coordination overhead those registrations previously required is gone.
Payments integration
Payment collection embedded in the portal. 8,000 monthly transactions no longer require a separate login or a staff-assisted step.
Notification & intake platform replacement
The costly, inflexible third-party platform was replaced entirely. Both notifications and intake now run through the portal — configurable, lower cost, and within the practice's control.
Multi-method PM system integration
Three integration methods — direct DB, REST API, and HL7 — running in combination to keep the practice management system reliably in sync across all locations and workflows.
Platform Scale
Numbers the platform runs at today
Running multiple systems your users have to navigate separately?
Tell us what you're working with. We'll show you where the integration gaps are and what it would take to close them.
A Phased Path to Improvement
Each phase built on the one before it
Unify the experience
Replace fragmented patient touchpoints with a single portal — one login, one place to register, pay, and access records.
Remove manual handoffs
Connect the systems staff were bridging by hand. Data flows between the PM system, payments, and the portal without human coordination at each seam.
Layer in intelligence
Add AI-assisted workflows at the intake layer — building on the integration foundation already in place.
Where the Platform Is Headed
An AI-assisted future
We've partnered with this client since 2022, and the platform continues to evolve. The current expansion phase layers AI into intake and reporting workflows — automating steps that staff currently handle manually, with self-learning logic that improves over time.
Why it compounds
The portal already owns the intake step and the connections to the systems that matter. Adding intelligence at that point extends what's already running — it doesn't require starting over.
Who This Is For
The systems problem isn't unique to specialty practices
This engagement is relevant to any organization running multiple platforms that patients, staff, or administrators have to navigate separately — regardless of care setting or specialty. The pattern is the same: each system does its job, but there's no single layer that makes them behave as one. Users feel the gaps, and staff absorb the coordination work. Data that should flow automatically gets handled manually instead.
It doesn't require replacing what you have. It requires building the layer that connects it.
Fits if
Your users — patients, staff, or both — are navigating multiple systems to complete workflows that should live in one place. Or if your team is manually bridging data between platforms that were never built to talk to each other.
Tell us what
you're working on.
Most good projects start with a conversation. If you have materials — requirements, diagrams, vendor documents, notes — send them over. We'll review them before we talk.