The Challenge: Overwhelmed Coordinators, Incomplete Records

Oshi Health is a virtual-first, value-based provider specializing in gastrointestinal (GI) care. Their mission is to transform GI care by reducing unnecessary testing and providing whole-person, integrated support to patients with conditions like IBD and IBS. A key part of their model is making patients’ prior health data available and clinically interpretable so that providers can deliver comprehensive, efficient, and cost-conscious care.

Before Predoc, Oshi’s care operations team faced mounting challenges with medical records. 

• At-capacity coordinators: Care coordinators spent long hours on hold or resending requests, which diverted their time from higher-value patient coordination tasks, including referrals to other specialists. 
• Care continuity: As the referring or ordering provider, Oshi staff often struggled to get facilities to return records for labs or procedures they ordered, leaving queues of incomplete charts.
  
  

As Javier Herrera Clinical Operations Manager put it:

“A coordinator could spend 20 or 30 minutes on hold when calling for a patient record. This really reduced the time we had to provide concierge-like services to our patients. We’d start building a large queue of records that were needed; we were swamped.” 

The Solution: Predoc Retrieval + Organized Records for Providers

Oshi Health turned to Predoc to focus retrieval on hard-to-procure records and to simplify workflows. The platform:

• Centralized record requests: Instead of juggling faxes and long hold times, coordinators submit requests directly through Predoc, with difficult records successfully retrieved.
  
  
• Organized and indexed records: Predoc automatically structures charts into sections like consult notes, imaging, procedures, and labs—making it far easier for providers to locate what matters.
  
  
• Provider ease and visibility: Oshi expanded access beyond coordinators so providers could view retrieved charts directly.

“Providers love how records are organized,” Herrera noted. “They can see what they need without going through the whole records themselves.”

Oshi also piloted Predoc’s Facesheet clinical summaries for complex IBD patients. These customizable summaries highlight key questions and cite exactly where supporting information appears in the record. This feature ensures critical details aren’t missed and opens the door for even deeper integration into Oshi’s Athena EHR workflows.

The Impact: More Bandwidth, Better Care Continuity

With Predoc, Oshi Health has shifted from record-chasing to patient-centered coordination:

• Time savings for coordinators: Freed from hours of hold time, staff focus on patient-centered care coordination, like referrals, ensuring patients get timely access to in-network, high-quality specialists.
  
  
• Improved provider experience: Providers access neatly structured charts instead of combing through hundreds of pages.
  
  
• Scalable workflows: The team can handle higher patient volumes without additional headcount.
  
  
• Reduced redundancy: With more complete records, providers avoid unnecessary repeat testing, aligning with Oshi’s value-based care model.
  
  

As Herrera explained:

“Predoc lets care coordinators focus on patient care coordination rather than medical record chases. It extends our reach and lets us put energy into tasks that are equally important—like timely referrals and high-acuity patient support.”

Predoc’s ongoing role is clear: helping Oshi deliver efficient, high-quality, and coordinated GI care while scaling its virtual-first model.