Table 1.

Switchboard current feature set designed around user workflow and high level goals.

Goal	Workflow needs	Supporting platform features
Enabling secure, private virtual connections between clinicians and patients	Automating the meeting creation process with adequate passcode lengths to meet security standards, reducing administrative burden and errors	Unique, passcode-enabled meeting links per appointment generated automatically at the time of scheduling, and expiring 24h after appointment
Ensuring successful patient technical setup and readiness for virtual visit	Providing staff visibility into patient setup progress Creating an escalation model of patient setup, to let practice staff time efficiently close the gaps for those most in need of hands-on support	Reminder sent history, highlighting when delivery failed Translated versions of setup instructions with pictures and video Text bot, embedded into appointment reminder text messages, to walk patients through step by step download and setup process Visible “successfully setup“ status for patients who completed self-setup using the text bot process, AND all patients who were detected to have joined any historical meetings (prior appointments, or testing the room). Appointment notes from EHR for staff to document any manual setup outreach calls and outcome.
	Enabling flexible troubleshooting	Ability to send meeting link directly to any phone number or email on-demand, or send to others, along with real-time two way messaging capabilities.
	Eliminating barriers related to app download requirement	Ability to launch web-based, app-less meetings from a link, built by video vendor
Crafting a rich digital messaging experience for timely patient communication	Enabling staff to find the best, reliable channel for reaching patients – across phone, email, text	Real time, two-way text messaging feature including full patient-centric text thread, embedded language text translation, outbound and inbound popup notifications and audio chimes for staff/clinicians. Validation of mobile numbers vs landlines (not SMS-capable) Visible status when automated reminder messages failed delivery – due to landline numbers or patients who opted out of texting
	Providing message shortcuts for frequent scenarios for improved patient clinic experience and transparency	Shortcut templated messages for use when clinician is running late Virtual waiting room message to reassure patients they are in the right place and clinician will be with them shortly Pre-visit reminders about labs or medications, option to include clinician photo
	Messaging for in-person visits: Avoiding congestion and controlling patient entry from car to waiting room, reinforcing safety measures to ensure social distancing	Messaging options specific to in-person visits – shortcut to “wait in car” or “enter the building” Personalized companion passes for approved patients to be optionally attached and sent via text message for proof-of-entry.
Ensuring successful clinician navigation through clinic day	Creating an integrated platform with contextual information re: patient and day schedule that was browser-based and device agnostic	Mobile and desktop-friendly web application Single sign on to eliminate login to external vendor app Relevant contextual patient information from EHR such as medical record numbers, patient phone numbers, appointment notes, other appointments or procedures occurring the same day Verification of mobile numbers and direct link to integrating applications for anonymized calling (i.e. Doximity Dialer) QR code for easy pairing of a secondary device to conduct video visits Live participant statuses, auto-calculated meeting duration Integrated translation vendor services, two-clicks to ‘invite a translator to join meeting’, with preferred language
Enabling tailored workflows for unique, team-based models of care	Facilitating attending/trainee precepting workflows, group patient visits that send identical meeting link to multiple patients, multidisciplinary visits that only send reminders to the first in a series of appointments	Live meeting statuses List of other appointments for the patient that day Free text comments tagged by date and author