Failure PatternDecision layer

The OurDoctor Margin Trap: Why Agencies Resell Telehealth at $59 and Lose Money

Symptom: Client invoices show a $59 one-time visit or $49 subscription price while the agency's own physician network cost and platform fee are never itemized, so gross margin per visit is unknown. Root cause: OurDoctor publishes consumer-facing prices ($59 per visit, $49 subscription) but the partner program pricing and margin structure are custom, so agencies that copy the public price list into client proposals have no cost basis to mark up.

By InnovaAI ResearchPublished

White Label SaaS App
How do you recognize it?
  • •Client invoices show a $59 one-time visit or $49 subscription price while the agency's own physician network cost and platform fee are never itemized, so gross margin per visit is unknown.
  • •Agencies sign three clinic clients in a month but cannot state the monthly recurring revenue per account because OurDoctor's subscription plan is billed as a one-time charge in the pricing sheet.
  • •Delivery teams spend 20 hours on setup for a single clinic and then discover the retainer only covers 4 hours per month, leaving no room for patient support escalations.
  • •Clients ask for dermatology or behavioral health routing after launch, but the agency configured only urgent care intake flows during onboarding.
  • •The white-label portal carries the agency's domain, yet patients call the agency's main line for prescriptions because no clinical escalation path was defined.
Why does it happen?
  • •OurDoctor publishes consumer-facing prices ($59 per visit, $49 subscription) but the partner program pricing and margin structure are custom, so agencies that copy the public price list into client proposals have no cost basis to mark up.
  • •The platform bundles licensed physicians, e-prescribing, EHR, and 24/7 support, which means the agency is reselling a clinical service, not software; agencies that price it like a SaaS seat undercharge for the liability and coordination work.
  • •Onboarding requires the agency to configure intake forms, appointment flows, and physician routing per specialty, and agencies that skip specialty mapping end up with a generic urgent care setup that cannot serve the dermatology or behavioral health clients they sold.
  • •The subscription plan is listed with a one-time period in the pricing data, so agencies that model it as recurring MRR build forecasts on a billing cadence the platform may not deliver.
How do you fix it?
  • •Open the OurDoctor partner onboarding settings and document the actual per-visit and per-subscription cost the agency pays before quoting any client; rebuild the proposal with a stated markup instead of passing through the $59 and $49 figures.
  • •In the white-label admin panel, create separate intake and routing configurations for urgent care, primary care, dermatology, and behavioral health so each client account maps to the correct physician pool.
  • •Replace the 20-hour setup and 4-hour monthly retainer assumption with a scoped statement of work that lists portal deployment, form configuration, e-prescription workflow testing, and staff training as separate line items.
  • •Set a clinical escalation contact inside the patient portal and confirm with OurDoctor support whether 24/7 coverage includes prescription follow-ups, then publish that path to the client's staff.
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