Amaze Health is a telehealth platform offering telemedicine, patient navigation, and mental health services, with support for over 80 languages and 24/7 live care. The company serves as a single point of contact for patients navigating the complexities of the healthcare system, providing both guidance and direct clinical care.
In the often opaque healthcare industry, Amaze Health strives to be different. Its mission is to empower people to take charge of their health through clinical support, health education, and expert guidance.
To achieve this vision, Amaze Health built its telehealth platform from the ground up, tailoring workflows to fit its unique hybrid model. This bespoke system came with a tradeoff: the templating tools providers typically rely on for clinical documentation and patient messaging weren’t included.
Streamlining manual communication to support high-quality care
Julia Ball, now Director of Primary Care Services, initially joined Amaze Health as an urgent care provider. At previous organizations, she had used electronic health record systems with built-in shortcuts that enabled providers to insert pre-written text into notes and messages with a few keystrokes.
Because Amaze Health’s custom system didn’t include these shortcuts, every message, note, and response required manual effort. “We needed some kind of ability to quickly pull a message outline or a medical note outline,” Ball explains.
The challenge extended beyond speed. Care teams regularly exchange critical operational details—office addresses and fax numbers—so accuracy is non-negotiable. One mistyped fax number could route sensitive documents to the wrong recipient.
With six departments and nearly 90 team members company-wide, Amaze Health needed approved, accurate messaging to live in one reliable place rather than be scattered across documents and sticky notes.
Amaze Health leadership went looking for documentation infrastructure that could scale alongside the business. New providers had to get up to speed quickly, and leadership wanted confidence that everyone was working from the same messaging standards.
The company found its answer in TextExpander. Unlike shortcuts locked inside traditional EMRs, TextExpander works across any system—including Amaze Health’s custom-built platform.
We built our own systems, so we needed something that could give us the documentation shortcuts that most EMRs have built in.
Julia BallDirector of Primary Care Services at Amaze Health
A single source of truth for documentation across six departments
Getting started with TextExpander required minimal lift. Amaze Health incorporated TextExpander training into their existing onboarding process, walking every new hire through logging in, accessing shared Snippets, and creating their own.
We can typically get people logged in immediately and get them started,” Ball says. “Usually they’re using it within the same day.
From there, the Primary Care team built a shared Snippet library covering their most common workflows, from clinical documentation templates to patient message outlines.
Because TextExpander works across macOS, Windows, iOS, and Chrome—and functions within the tools providers already use, from EHRs to email to chat platforms—the team accesses the same Snippet library wherever they work.
Snippets can be customized through fill-in fields that prompt providers for patient-specific details, dropdown menus for common variations, and optional sections that can be included or removed as needed. By balancing efficiency with personalization, TextExpander gives providers the flexibility their workflows require.
TextExpander gives us the documentation shortcuts that help us save time, stay consistent, and still make sure every patient gets a customized message.
Julia BallDirector of Primary Care Services at Amaze Health
For critical details like contact information and compliance-sensitive content, the team created dedicated Snippets to ensure accuracy and consistency. The process of creating these new Snippets, as well as editing existing ones and adding dynamic elements, is more intuitive than the inflexible systems Ball remembered from larger health organizations.
Having approved content in one centralized location—updated instantly across every team member’s device when changes are made—eliminates the risk of pulling outdated information from scattered sources, and the compliance concerns that come with it.
TextExpander’s usage analytics help leadership track adoption and see which Snippets deliver the most value, so the library keeps getting sharper and more relevant over time. When every provider has fast access to accurate, approved language, they can spend less time on documentation and more time supporting members’ health.
TextExpander helps get everybody on the same page. We’re all working from the same standards, which makes a big difference when you’re scaling.
Julia BallDirector of Primary Care Services at Amaze Health
Amaze Health saves 2,390+ hours annually—and counting—with TextExpander