Case study
Case Study: Architecting Nick Health's Scalable Cancer Care Platform
Overview
Nick Health is a fast-growing telehealth startup focused on delivering comprehensive second opinions and continuous care plans for cancer patients. The platform connects patients globally with top U.S.-based oncologists, mental health experts, nutritionists, and integrative care specialists. My role: fractional product/operations/tech lead and systems architect.
Problem
Nick Health needed to:
Launch in less than 3 months.
Operate across time zones with 24/7 availability.
Handle sensitive patient data with full HIPAA/GDPR compliance.
Connect multiple tools (website, chat, calendar, payment, onboarding, ExpertView platform, and backend CRM) into a seamless workflow.
Maintain extremely fast response times, personalized care, and trust-building UX at scale.
My Role
Defined the full product and systems architecture.
Built the backend operations model and automations.
Integrated HIPAA-compliant video platform (ExpertView).
Delivered HTML email systems, chat workflows, and CRM logic.
Managed VAs, doctors, and care navigators.
Owned full GTM plan, platform setup, team workflow, pricing logic, user journey, compliance content, and investor pitch.
Solution Design
Stack: WordPress (website), WPForms (onboarding), Respond.io (chat), ExpertView (consultations), Stripe (payments), Google Workspace + Sheets + Confluence + Jira (operations), Calendly (booking), and Zapier + Make (automation).
System map: Designed all workflows in a human-first diagram — intake form → registration → Expert match → payment → onboarding email/chat → live consultation → ongoing support.
Content & UX: Designed full onboarding copy, FAQ, email templates, and consent forms.
Results
Live MVP in 40 days.
15+ doctors onboarded.
7 care navigators hired.
Average 20 minutes response time for patient support.
Fully remote workflows across 4 countries.
$15k+ in early revenue.
What This Shows
I don’t just “do ops” or “connect tools”. I architect human-centered, high-trust, highly-regulated service systems.
I make things real. Fast.
I turn messy problems into working machines.
If you’re building something complex, mission-critical, or emotionally sensitive — I can lead, build, and scale it.
Want a system like this?
Let’s talk. I can:
Design your entire operations blueprint.
Build the stack.
Write the UX and emails.
Manage the launch.
Train your team.
CONTACT