A few weeks ago, we wrote about what we believed was one of the biggest advancements in virtual care in years.
Teladoc’s enhanced 24/7 Care platform expanded the traditional telehealth visit by bringing together labs, imaging, specialist consultations, prescription benefit checks, referrals, and more. It was a meaningful step forward… not just for virtual care, but for how employers can help employees access healthcare.
Then we attended Teladoc Health’s Executive Forum.
And while the enhancements to 24/7 Care remain incredibly important, one thing became abundantly clear: they represent just one piece of a much larger transformation.
Virtual care isn’t simply becoming more capable.
It’s becoming the front door to healthcare.
For years, virtual care has largely been transactional.
That model solved an important problem by making care faster, more convenient, and more affordable.
The next generation of virtual care aims to solve a different problem.
Healthcare isn’t difficult because it’s hard to find a doctor. It’s difficult because it’s fragmented.
Members often don’t know where to start.
Historically, each of those needs has been addressed through a separate program, separate vendor, or separate point solution.
That approach creates complexity for employers and confusion for employees.
The industry is now moving toward something fundamentally different.
One of the biggest themes throughout the Executive Forum was the shift from delivering virtual care to orchestrating healthcare.
Instead of simply responding when someone needs care today, emerging platforms are beginning to evaluate a member’s overall health, identify gaps in care, anticipate future needs, and guide individuals toward the most appropriate clinical resources over time.
Artificial intelligence plays an important role in that vision… not by replacing physicians or clinicians, but by helping members navigate an increasingly complex healthcare system.
The technology becomes an intelligent guide.
The care remains deeply human.
When used well, AI can help identify opportunities for preventive care, surface risks earlier, recommend appropriate resources, coordinate follow-up, and make the entire healthcare experience easier to navigate.
That’s a very different role than simply facilitating a virtual doctor’s appointment.
Perhaps the most interesting part of the conference wasn’t Teladoc at all.
Executives from Google and Walmart shared their own healthcare strategies… and while their approaches differ significantly, their long-term direction was remarkably similar.
Google is investing in personalization, data, and artificial intelligence to better connect consumers with healthcare information and services based on their unique needs.
Walmart is leveraging its nationwide pharmacy footprint and trusted pharmacist relationships to become a more accessible healthcare destination for millions of Americans.
Different companies.
Different business models.
Yet they all pointed toward the same conclusion.
Healthcare is becoming:
When organizations as different as Teladoc, Google, and Walmart begin moving in the same direction, it’s usually a sign that the industry itself is changing.
Ironically, we believe these changes make the role of the benefits consultant even more valuable.
As healthcare becomes more sophisticated, choosing the right strategy becomes more important… not less.
Successful virtual care still depends on thoughtful implementation, consistent communication, ongoing education, and a long-term commitment to helping employees change how they access healthcare.
That’s where experienced advisors continue to create tremendous value.
One comment from the conference continues to stand out.
Changing healthcare behavior doesn’t happen because of one email or one open enrollment meeting.
It happens through continuous education, consistent messaging, multiple touchpoints, and making healthcare easier to access every day.
We couldn’t agree more.
It’s a philosophy that aligns closely with how we’ve always believed virtual care should be implemented.
But the organizations that create the greatest value won’t simply offer the newest technology.
They’ll help employers and employees use it effectively.
And that’s where we believe the future of virtual care truly begins.