CASE STUDY
CHG Healthcare Achieves Record Engagement and Satisfaction with Virtual Care
CHG Healthcare sought a more effective virtual care benefit that aligned with the needs of its dispersed workforce. CHG’s prior telehealth solution relied on video appointments. This approach was inconvenient, required scheduling, and resulted in low engagement.
The Challenge
CHG Healthcare, one of the nation’s largest healthcare staffing companies, representing a total population of more than 12,900 across the U.S., including corporate employees, traveling clinicians, onsite staff, and dependents. Ensuring that this diverse, mobile workforce has consistent access to care is a core part of CHG’s employee benefits strategy.
The company’s objectives were clear:
Increase employee utilization of telehealth
Increase employee utilization of telehealth for both
their medically enrolled and unenrolled employees.
Improve access to care
Improve access to care with a more flexible, user-
friendly platform.
Deliver a cost-effective benefit
Deliver a cost-effective benefit that could resolve most clinical needs within the platform, ultimately reducing healthcare spend related to costly in- person brick & mortar visits.
Provide seamless navigation
Provide seamless navigation to other CHG benefits and resources, such as EAP, Women’s Health, and Behavioral Health.
Why CirrusMD
CirrusMD’s unique model—focusing on utilization and patient experience — was a key differentiator. Following a rigorous selection process, CHG chose CirrusMD for its ability to deliver:
Instant access to care
Patients connect with a
doctor in under 60 seconds.
A proven chat-first, multi-modal model
Easier to use during a busy workday, especially for clinicians on the move.
Integrated navigation
Directing employees to other CHG benefits at the point of care without additional vendors or costs.
Cost alignment and high-value promise
CirrusMD demonstrated higher utilization potential compared to both competitors and CHG’s incumbent provider.
Implementation at Scale
CHG rolled out CirrusMD to its entire workforce beginning in late 2024. With support from CirrusMD, CHG implemented an intensive internal marketing campaign that set the program apart:
Onboarding communications
Demos, launch events, and
consistent messaging.
Incentive program
Gift cards for employees who both
registered and downloaded the app.
Employer-led messaging
Frequent reminders from CHG leaders, reinforcing trust and driving engagement.
This comprehensive approach proved critical in ensuring adoption and ongoing engagement.
Measurable Results
The outcomes of CHG’s CirrusMD rollout far exceeded expectations and industry benchmarks.
65% employee utilization
CHG achieved more than 6x higher engagement than the telehealth average of 10%.
93% patient satisfaction
Consistently high satisfaction scores for access, convenience, and care quality.
83% resolution on-platform
Most cases were resolved without referral to in-person or emergency care.
Consistent engagement
No drop-off in utilization following launch; steady month-over-month activity.
Device adoption
82% of employees use the mobile app for on-the-go access.
Impact
Employees: Faster, more convenient access to care, reduced barriers, and improved outcomes.
Providers: More informed patients arriving on the platform ready to engage, leading to more efficient care delivery.
CHG as a business: A high-performing benefit that drives engagement, reduces healthcare spend, and supports retention across a competitive, nationwide workforce.
Keys to Success
CHG’s success highlights the importance of employer-led engagement in driving adoption. CirrusMD provided best practices and support, but CHG’s robust internal marketing—multi-touchpoint, consistent communication — turned the platform into a benefit employees embraced.
As CirrusMD’s data shows, it typically takes six touchpoints for awareness and nine for action. CHG accelerated this process by integrating CirrusMD into its ongoing communications strategy and incentivizing early adoption. The result: record utilization and sustained engagement.
Conclusion
By pairing CirrusMD’s chat-based care platform with strong internal marketing and incentives, CHG Healthcare transformed virtual care engagement. The outcome is clear: 6x higher utilization, 93% patient satisfaction, and meaningful cost savings. CHG’s experience demonstrates how the right partnership — and the right strategy — can unlock the full potential of virtual care for employees, providers, and businesses alike.