CPCG · Healthcare Operations
Every kiosk. Every shift. One connected operation.
A secure remote-support platform replacing five disconnected tools for a distributed healthcare service network.
- Industry
- Healthcare Operations
- Country
- United States
- Platform
- Desktop & web applications
The overview
Collaborative Patient Care Group provides remote On-Screen Customer Representatives at kiosks in medical supply stores and healthcare facilities. We brought kiosk connections, scheduling, role-based access, monitoring and quality review into one platform, replacing a workflow spread across spreadsheets and remote-access tools.
- 5 → 1
- Tools consolidated
- ~3 hours
- Saved per representative weekly
- 4
- Role levels supported
- 2 + 2
- Desktop apps and web interfaces
The challenge
A shift began with setup instead of service.
Representatives checked a spreadsheet, confirmed assignments elsewhere, launched a remote-access tool and waited for a connection. Failures were hard to diagnose because kiosk, schedule and session information lived in different places.
Managers lacked live network visibility, and quality reviews depended on disconnected logs. Access windows, assignments and accountability needed to become part of the platform itself.
The solution
Connection, access and oversight in one system.
Two desktop applications and two web interfaces serve representatives, store managers, organization admins and super admins.
Reliable session starts
Automated kiosk connection and unlock workflows remove repeated manual setup at the start of a shift.
Scheduled access
Permissions are tied to assigned shift windows, with activity recorded against the correct kiosk and representative.
Live network visibility
Management dashboards show current sessions and activity across locations.
Quality & collaboration
Session auditing and collaboration tools support reviews and complex interactions within the same environment.
The approach
From the first decision to delivery.
Fix connection first
Reliable remote access was established before reporting and management features were layered on top.
Define roles and permissions
A shared data model captures organizations, locations, kiosks and scheduling rules.
Validate across interfaces
Electron clients and web portals were built in parallel, with the Zoom SDK and SendGrid supporting sessions and notifications.
Technology behind the experience
- React
- Electron
- Node.js
- PostgreSQL
- AWS
- Zoom SDK
- SendGrid
The outcome
What changed.
CPCG’s remote network now runs from one platform. Scheduled access, live monitoring and audit trails are built into day-to-day operations, while representatives recover approximately three hours per week previously spent switching tools and setting up connections.
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