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SimplePractice

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SimplePractice

Overview

EHR / practice-management platform serving solo and small-group behavioral-health practices. Medallion is embedded inside the SimplePractice product as the credentialing/enrollment layer — providers stay in the SP UI and are handed off to Medallion at each step, with status tracked visually back in SP. In active integration build; first product milestone targeted for end of April 2026.

Key Contacts

SimplePractice (external)

Medallion (internal)

  • Bradley Eral — Major Enterprise AE (account owner; runs weekly sync)
  • Brittani Luyen — Senior PM
  • Jim Espinoza — Sr. Technical Solutions Manager (owns invite/email-trigger logic)
  • Joshua Levitan — Solutions Consultant
  • Ross Martin — engineering-side counterpart on integration architecture

Active Work / Processes

First product milestone — launch end of April 2026

Target: last week of April 2026 (per Micah, with Jenn + Roberto keeping him honest). The launch ships the embedded Medallion handoff inside SP’s UI: providers are kicked into Medallion at each step of the credentialing flow and status tracks visually back in SP. Designs were shared with the Medallion team ~one month prior to this call.

Integration architecture — daily sync (webhooks later)

Currently using a daily sync of all data rather than webhooks. Jenn flagged webhooks as desirable “in an ideal world later on” but not the limiting factor for launch. The full-scale sync is in QA the week of 4/13 and expected to merge that week. SP is being mindful of Medallion API rate limits but expects to push close to the rate-limit max. Ross asked SP to start running at launch-day scale upfront so any scaling issues surface early; tweaks to be coordinated in Slack rather than waiting for the weekly sync.

Welcome-email trigger change (under discussion)

Today the Medallion welcome email fires on org/provider creation. SP wants it to fire instead on successful CAQH import, since the new UX doesn’t encourage action outside SP until CAQH import completes. Jim laid out two paths:

  • Option A (faster): Medallion stops sending the invite entirely; SP checks CAQH status and triggers the invite via Medallion API. No Medallion code change needed.
  • Option B (slower): Medallion does the CAQH-status checking and the invite-trigger change itself. Longer lead time. SP leaning toward Option A as a fast-follow on their side; will get back to Jim. Note: hitting the invite API kicks off the full email journey, not just the first email (confirmed by Jim).

Embedded provider enablement

Launch will include a “resources” link in the SP UI exposing customer-support guides and pre-recorded demos. Additional flexibility planned (e.g. could surface a demo card in the UI later). Jordan owns this from SP side.

Cap-limit / waitlist messaging (open action)

When a customer hits their enrollment cap, current SP messaging says to contact SimplePractice to purchase more — which reads as “available right now.” Gianna asked to soften this since it’s not actually purchasable on demand. Brittani and Bradley confirmed the language is fully customizable. SP to draft replacement wording and send to Brittani via Slack.

Pain Points / Open Issues

  • Excess customer demand for additional enrollments, but low waitlist conversion — many customers reach their cap and ask for more; most don’t sign up for the waitlist after being sent the link (it’s an informal demand-signal mechanism). A subset converts via a separate “new offer” path. Per Andrew, throughput is being intentionally metered “because of the difficulty they’ve had getting through the experience” — i.e. provider-side UX friction is the constraint, not demand. Source: 13 weekly impl sync.
  • Provider-side UX friction acknowledged — the milestone work above is partly aimed at addressing this. Embedded enablement + cleaner in-product handoff are the levers.

Decisions & Commitments

  • 2026-04-13 — Launch target: last week of April 2026 for the embedded Medallion enrollment milestone. Source: Micah in 13 weekly impl sync.
  • 2026-04-13 — Daily sync is the integration architecture for launch; webhooks deferred to a later phase. Source: Jenn in 13 weekly impl sync.
  • 2026-04-13 — SP to draft new cap-limit / waitlist messaging language and send via Slack to Brittani; Medallion will deploy. Source: Gianna + Brittani + Bradley in 13 weekly impl sync.
  • 2026-04-13 — Bradley to follow up with updated consumption deck (sent same day as follow-up). Source: Bradley in 13 weekly impl sync.

Key Facts

  • Integration model: Medallion embedded inside SP UI; provider stays in SP, handoff to Medallion at each credentialing step, status surfaced back to SP visually
  • Sync: daily full sync (not webhooks)
  • Launch window: last week of April 2026 (first product milestone)
  • Primary fast-channel: Slack (used for both eng coordination and CS asks)
  • Public partnership: Medallion may name-drop SimplePractice as a reference customer with prospects (confirmed by Bradley in 4/14 Kipu prospect call)

Source History

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