Telemynd Integrates CharmHealth EHR with Salesforce to Scale Nationwide Care

Telemynd, a leading behavioral health practice, has integrated its CharmHealth electronic health record (EHR) system with the Salesforce CRM platform to expand its services nationwide. This integrated tech stack enhances patient experiences, personalizes care, and streamlines clinical workflows across the organization.

At the 2024 CharmHealth user conference, Charmalot2024, Roger Murray, Vice President of Product & Marketing at Telemynd, and Venky Chellappa, Vice President of Sales & Marketing at CharmHealth, discussed the partnership’s impact on scaling Telemynd’s operations.

Key Takeaways:

• Telemynd leverages Salesforce for patient intake and engagement, managing communications, notifications, and appointment booking, while CharmHealth handles all clinical aspects.
• The seamless integration between Salesforce and CharmHealth is powered by APIs.
• The collaboration has enabled growth and adaptability for both organizations in response to the evolving healthcare landscape.

Partnership Rooted in Pandemic Response

The partnership between Telemynd and CharmHealth began during the COVID-19 pandemic, when Telemynd needed to quickly expand its telehealth services. CharmHealth’s technology facilitated this growth, allowing Telemynd to deliver mental health services to thousands of patients across the U.S. through telehealth.

“We were figuring it [telehealth] out together,” said Murray, reflecting on how both teams adapted to the rapid changes.

Today, Telemynd delivers over 60,000 hours of care annually, serving both military and civilian patients nationwide.

Seamless Integration: CharmHealth and Salesforce

CharmHealth’s adaptable EHR platform was designed with integration in mind, allowing Telemynd to combine the strengths of Salesforce and CharmHealth.

“Salesforce helps us maintain a positive user experience for patients and providers,” explained Murray. “But we wanted to continue using our CharmHealth EHR. We worked to make the interfaces between the two systems bidirectional for a seamless experience.”

All clinical activities, including charting, notes, and revenue cycle management (RCM), take place in CharmHealth, while patient engagement, follow-ups, and outcomes reporting happen through Salesforce. The integration was achieved by enabling the necessary APIs for a smooth flow of information.

Chellappa emphasized the collaboration’s success: “We made a commitment to Roger and his team to support them. When they succeed, we succeed.”

Mutual Growth Through Partnership

This collaboration has extended beyond Salesforce integration, with many solutions developed for Telemynd influencing CharmHealth’s broader product development. Though the API functionality remains proprietary to Telemynd, the insights gained have driven improvements to CharmHealth’s EHR platform.

Murray highlighted the strength of the partnership, noting, “The same engineering team at CharmHealth has worked with us for years. Their commitment to our growth has been invaluable.”

As a result of this partnership, Telemynd has rapidly expanded its reach, showcasing how mental health services can be scaled effectively. Both companies credit their ongoing collaboration and open communication as key drivers of their mutual success.