Operations
Why the best health brands keep their core team small
The strongest telehealth companies run lean core teams and hand everything else to specialist operating partners. Here's the math behind it.
The growth team behind ambitious health companies
RxFormulas runs marketing, customer service, HR, and day-to-day operations for health and telehealth companies — one senior, Manila-based team that plugs in as a unit.
Functions Covered
9+
Avg. Cost-to-Serve Cut
40%
Team Spin-Up
21d
Functions covered
9+
Campaigns shipped
300+
Avg. team spin-up
21 days
Client CSAT
95%
One team for growth, support, and operations — priced like a line item, run like a department.
Book scoping callLatest insights on health growth and ops
View allGrowth
A practical playbook for reducing CAC in telehealth
Paid acquisition in health categories gets expensive fast. The fix is rarely more budget — it's creative volume, funnel segmentation, and testing discipline.
Customer Experience
Building a patient support team that patients actually trust
Health-brand support is not e-commerce support with a different macro set. Here's how to build a team that's safe, fast, and genuinely helpful.
An extension of your team, not another agency
Senior operators, embedded in your team
Every function is led by an experienced operator who sits in your Slack and your standups — not a rotating account queue.
Every function under one roof
Strategy, marketing, creative, customer service, HR, and admin run on one operating model, one roadmap, and one invoice.
Built for health and telehealth
Claims-aware creative, patient-safe support flows, and clinical escalation paths are our default, not an add-on.
Accountability by design
Every pod has clear KPIs, named owners, and weekly reporting so progress is transparent and measurable.
How we add value
1
Map the work your core team shouldn't be doing
We audit your functions, ticket volumes, campaign load, and cost-to-serve so it's clear what to hand off first — and what it should cost.
2
Stand up the highest-leverage pods first
Support drowning? CAC climbing? Hiring stalled? We sequence the functions that unblock growth fastest, then layer in the rest.
3
Run everything on one operating plan
Marketing, support, HR, and admin work from a shared roadmap with named owners and KPIs — no vendor sprawl, no coordination tax.
4
Scale the team without rebuilding it
As volumes grow, we flex pods up or down from our bench. You get department-level capacity without recruiting cycles or fixed headcount.
How we work
01
Scoping and audit
We review your functions, volumes, tools, and targets, then propose the pods, people, and pricing for your situation.
02
Team assembly
Pod leads and specialists come off our bench, get access to your tools, and document SOPs — live within about three weeks.
03
Embedded execution
Your pods work in your Slack, your stack, and your standups, with weekly reporting on output and outcomes.
04
Review and scale
Quarterly reviews track cost-to-serve and results, then expand, shrink, or reshape the team as your company grows.
Meet the team you’ll work with
Jake Morales
Director of Growth Strategy
- Title
- Director of Growth Strategy
- Experience
- Prev. growth lead at a telehealth scale-up
- Focus
- 8 years growth strategy | Funnels and channel economics
Gio Ramirez
Head of Performance Marketing
- Title
- Head of Performance Marketing
- Experience
- Prev. paid media director for DTC health brands
- Focus
- 11 years performance marketing | CAC and LTV optimization
Sofia Villanueva
VP, Client Operations
- Title
- VP, Client Operations
- Experience
- Prev. operations lead at a BPO serving health clients
- Focus
- 9 years operations | CX teams, QA, and SLAs
Marcus Chen
Creative Director
- Title
- Creative Director
- Experience
- Prev. creative lead for DTC and wellness brands
- Focus
- 10 years creative strategy | Claims-aware health creative
Elena Cruz
Head of People and Talent
- Title
- Head of People and Talent
- Experience
- Prev. HR and recruiting lead for distributed teams
- Focus
- 8 years people ops | Hiring, payroll, and compliance in PH
David Tan
CX and Lifecycle Lead
- Title
- CX and Lifecycle Lead
- Experience
- Prev. CRM and lifecycle programs for subscription health
- Focus
- 12 years retention | Lifecycle, winback, and support-led growth
From strategy to support, we run the functions health brands need to grow
Each function runs as a dedicated pod inside your business — one roadmap, one reporting line, one invoice.
Growth
Marketing
Customer Service
HR & Talent
Data & Reporting
Creative
Recent outcomes from client engagements
Men's Telehealth Brand
Support queues ballooned as subscriptions grew; CSAT was slipping.
Rebuilt the patient support team and SOPs — CSAT up, cost-to-serve down a third.
-33% cost-to-serve
Subscription Wellness Brand
CAC kept climbing as paid channels matured.
New funnel architecture and creative testing cadence cut CAC by 29% in 9 weeks.
-29% CAC
Digital Pharmacy
Order volume tripled and back-office ops couldn't keep pace.
Stood up ops, HR, and finance-admin pods to stabilize fulfillment support.
3x volume absorbed
What clients say about working with RxFormulas
"RxFormulas took over support and lifecycle in under a month. CSAT went up while our cost-to-serve dropped by a third."
Founder
Men's telehealth brand
"It feels like an in-house team — same tools, same standups — without us having to run recruiting across three time zones."
COO
Subscription wellness brand
"They run everything from paid media to HR paperwork. Our core team finally gets to focus on product and clinical quality."
CEO
Digital pharmacy
Team Pricing
Plans that scale with your company
Clear monthly retainers for embedded pods and teams. Start with one function, then expand as volumes grow.
No surprise fees. No bloated scopes. One invoice for the whole team.
Monthly terms
Senior leads
Scale anytime
Pod
One dedicated function — like customer service or paid media — run end to end.
$3.5k/ mo
- Dedicated pod lead
- Up to 3 specialists
- Weekly reporting
- Slack + email support
Growth Team
A multi-function team across marketing, creative, CX, and lifecycle.
$9k/ mo
- Senior growth strategist
- Up to 8 specialists across pods
- Bi-weekly strategy reviews
- Live KPI dashboard
Operating Partner
Your full external operating unit — strategy through support, HR, and admin.
Custom
- Custom team design
- Dedicated management layer
- Executive reporting
- Priority hiring bench
FAQ
Questions before we start?
These are the common questions founders ask before handing us a function.
Most pods are live within about three weeks. Week one is scoping and audit, week two is team assembly and tool access, and week three is SOPs and first output.
No. We extend it. Pods embed alongside your existing people, and anything we build — SOPs, playbooks, tooling — belongs to you and can be handed back in-house at any time.
One monthly invoice per engagement, covering the whole team — salaries, management, and tooling on our side. No recruiting fees, no severance exposure, no hidden costs.
Yes. Pods work inside your Slack, helpdesk, and ad accounts, and we staff schedules that overlap US, EU, and AU business hours as needed.
Data stays in your systems under least-privilege access. Every team member signs NDAs and completes privacy training, and clinical questions always escalate to your licensed providers.
Plans are monthly by default. Operating Partner scopes use a custom agreement when the engagement needs a larger team or a longer planning window.
Next Step
Health OperationsReady to hand off the busywork?
Tell us where your team is stretched. We will map the functions, the people, and the plan — and show you what one operating partner can take off your plate.
Book a call