Episode Details

In this episode, host Sandy Vance chats with Matthew Stern, the CEO at MyStart Health, and

Nick Mortek, Strategic Consultant at Vouched. They have a practical and energizing conversation about one of the most underestimated problems in telehealth: patient identity verification. Matt built MyStart Health to help patients access GLP-1 medications and other telehealth services, only to discover that a clunky ID upload process was costing him nearly 28% of his patients before they ever got started. Nick and the Vouched team solved that problem in under a month and delivered a 40% net impact to the business. If you are building or running a telehealth product and wondering why your funnel is leaking, this episode has the answer.

Telehealth funnels bleed revenue at identity verification. Telehealth provider MyStart Health boosted patient intake through passive identity checks with Vouched identity verification, keeping high-intent buyers on their platform.

In this episode, they talk about:

• Up to 40 to 50% of telehealth patients drop out of the funnel at the ID upload step alone
• Vouched runs passive identity verification through 3,000 data providers in under 400 milliseconds
• MyStart Health saw a 20% increase in front-end conversion and a 20% improvement in backend verification after implementing Vouched
• The total impact was a 40% net swing to the bottom line in the first month
• Implementation can take as little as a few days for agile teams and no more than two weeks for larger organizations
• Patients are more comfortable with low-friction passive verification than with uploading sensitive documents to an unknown system
• Trust is the real product in telehealth, and every touchpoint in the patient journey either builds it or destroys it
• The future of healthcare is a personalized, data-rich hub connecting blood work, DNA, connected devices, and medications into one patient experience

A Little About Matt and Nick:

Matthew Stern is the CEO and founder of MyStart Health, a rapidly growing telehealth company focused on improving patient access, engagement, and long-term health outcomes. A seasoned entrepreneur with over 20 years of experience building and scaling businesses across multiple industries, Matthew brings deep expertise in customer acquisition, brand growth, and digital marketing. At MyStart Health, he is pioneering a more personalized, data-driven healthcare experience—leveraging technology, telehealth, and emerging treatments to help patients take greater control of their health and longevity.

Nick Mortek is a Strategic Consultant at Vouched, where he helps healthcare and digital health organizations implement secure, low-friction identity verification solutions. With a background rooted in financial services and identity technology, Nick specializes in helping companies streamline patient onboarding, reduce fraud, and improve conversion across digital experiences. At Vouched, he works closely with founders and product teams to build trust-driven, HIPAA-compliant verification systems that enhance both security and user experience in the evolving telehealth landscape.