How Our Technology Powers a World-Class Customer Experience

At Hims & Hers, our purpose-built technology underpins the quality of our platform, powering thousands of provider-patient interactions every day. Our technology stack, which includes our EMR, MedMatch by Hims & Hers, and our clever routing system, allows providers to focus on delivering high quality care to their patients. 

We’ve been innovating with technology to increase access to unmatched clinical care since our founding, and our platform infrastructure has consistently improved to allow us to deliver a better customer experience at Hims & Hers.

A year ago, we introduced MedMatch by Hims & Hers, which gives the providers on our platform a more intelligent and informed way to deliver personalized care to patients leveraging millions of de-identified data points across thousands of patient interactions. At the time, it was deployed in a Beta phase as we assessed its utility for providers, and we’ve since expanded its use for providers because we’ve seen how important it is for providers to have tools to support them in identifying the most effective treatment for their patient. 

Here’s how the whole stack works together today to allow providers to deliver accessible, personalized care to every Hims & Hers customer:

Our Electronic Medical Record system is built for providers and customers.

Our proprietary EMR system is at the core of our entire technology stack, acting as the central brain that powers the connection between providers and consumers. We have built and evolved the  EMR to consume and leverage structured data in order to:

• Reduce administrative burdens for providers: One of the leading causes of burnout for physicians is the burden that comes with administrative tasks. Instead of spending quality time with patients, they feel like they spend more time on things like charting and paperwork. Our EMR, however, gives providers the ability to automate subjective, objective, assessment and plan (SOAP) notes, which is how they document clinical interactions. When a customer checks in at any time during their treatment journey and receives care from a different medical provider on our platform, the consistent data points in our EMR allow for a seamless transition of care.

• Help keep customers safe: Safety is always our first priority on our platform. Safety tools built into the EMR highlight certain risks for providers to help inform providers where they may need to spend more time addressing underlying issues. If a provider on the platform determines their patient requires care that may not be appropriate via a telehealth consultation, they can refer them to in-person care and resources, including those available through our health system partnerships.

• Improve efficiency: Consistent formats, guides, intuitive tools, and structured data help facilitate provider efficiency on the platform, enabling providers to focus on patient care.

As we evolve and strengthen our EMR, we’re not doing it in a vacuum: providers consistently share feedback on what they like and don’t like, driving improvements that make our EMR a world-class platform.

MedMatch by Hims & Hers supports providers in delivering truly personalized care for every individual.

MedMatch by Hims & Hers, which has been supporting providers on our platform for only a year, is a key part of how we support providers in delivering truly personalized care. MedMatch, through artificial intelligence and machine learning, analyzes de-identified data from thousands of patient interactions to provide data to providers to help them reach the best recommendation for each patient. The goal here is simple: to help providers identify the most effective treatment for their patient the first time.

This is particularly helpful in specialties where we provide access to several solutions, including an expansive set of personalized options. We’ve expanded MedMatch from Mental Health and into Weight Loss, where it is delivering data to providers to assist them in identifying the type of medication, the appropriate titration schedule, and the correct personalized end dose for each individual. We believe the impact of this kind of innovation will be profound for our customers. Our experience suggests that customers who feel their treatment is effective and any side effects are manageable will better adhere to their treatment plan. We’ve seen this in practice especially in Weight Loss, where only 13% of our GLP-1 users cancel their subscription after the first month.

Clever routing gets our customers to the person they need faster.

We’ve made our platform even more efficient with ‘clever routing,’ which is a more intelligent way of routing customer requests to the three teams (Provider Network, Care Team, and Customer Service) who support our customers. While early clinical decision-making is crucial, it’s equally important to be able to continuously support that customer through their journey as they navigate side effects, life changes, and platform questions.

Just like our EMR and MedMatch, we built clever routing entirely in-house, designing it specifically for the specialties and customer tendencies on our platform. It allows us to match every customer inbound with the professional best suited to address their concerns. For instance, serious side effect concerns can be promptly directed to a provider who can act immediately. Questions about medications or mild side effects can be routed to the nurses who make up our 24/7 care team. Platform questions like shipment timing or renewing a subscription are routed to our customer service team. This kind of efficiency drives meaningful change for our customers: average customer wait times in our Weight Loss specialty have decreased by more than 40% since launching the specialty at the end of 2023.

As the platform grows, our clever routing system will allow us to continually enhance the customer experience, which will allow each team to spend more time doing what they’re best at: providing our customers with world-class service.

With the ability to leverage the experience of hundreds of providers and millions of de-identified data points, the Hims & Hers platform is helping providers identify the most appropriate personalized solutions for their patients, which we believe will contribute to helping them reach their health and wellness goals.

For more on how the platform works, visit https://www.hims.com/how-it-works.