MyStart Health

Overview

A Passive HIPAA-Compliant Identity Check That Kept High-Intent Patients

MyStart Health scaled quickly, reaching more than 13,000 patients in under a year across GLP-1, ED, HRT, and adjacent treatment categories. With this growth, a problem that the team had not expected surfaced: nearly 28% of high-intent patients were dropping out between purchase and medical intake, and the pattern pointed back to the ID upload step. After partnering with Vouched, MyStart replaced friction-heavy document uploads with passive identity checks that verify most patients in the background. The change moved identity verification from bottleneck to growth lever, with results visible in the first month.

“We were losing patients we had already earned. They found us, chose a treatment, and then walked away at the document upload. Fixing that one step reframed identity as growth infrastructure.”Matthew Stern, CEO, MyStart Health

Challenge

“Friction at ID Upload Was Losing High-Intent Patients”Before Vouched, MyStart’s growth was outpacing its identity workflow. Patients could start their journey online, but:

• Nearly 28% dropped out between purchase and medical intake, with the loss tracing back to the ID upload step.
• The workflow required patients to photograph and upload sensitive ID documents early in their first interaction with the platform.
• Shaky identity data created downstream stress at handoffs to clinicians and pharmacy partners.

As it stood, MyStart couldn’t responsibly scale without either sacrificing conversion or loosening controls. The team needed a verification approach that could move patients through in the background and step up only when risk signals appeared.

Patients who had already chosen a treatment were walking away at the document-upload step. The friction was invisible to the funnel and expensive to the business.

Solution

Passive Verification That Removes the Upload Step for Most Patients

MyStart partnered with Vouched to replace manual ID upload with a passive verification workflow built for telehealth. The implementation focused on three shifts:

• Passive checks in place of document uploads. Vouched verifies patient identity by drawing on thousands of trusted data sources in under a second, so most patients never have to photograph or upload an ID. The step that was losing the most patients was removed across most of the funnel.
• A workflow that steps up only when needed. Low-risk patients move through quickly. Higher-risk signals trigger additional checks, including ID capture, facial matching, and liveness detection. The experience is calibrated to the patient in front of it.
• Fast integration. MyStart went from evaluation to live deployment quickly enough to see impact on the funnel inside the first month.

Most patients never see an ID upload step. The ones who need to step up are the ones the system is designed to catch.

“Identity verification is part of the patient experience. Getting that first moment right is foundational to everything that comes after.”Matthew Stern, CEO, MyStart Health

Result

Vouched Turns a Funnel-Breaking Verification Step Into a Growth Lever

Within the first month of deployment, MyStart Health saw measurable improvements across conversion, verification quality, and the business overall.

Front-end conversion

• 20% lift in front-end conversion at the identity verification step.
• Nearly 1 in 3 patients who were previously lost at ID upload now flow through to medical intake.

Back-accuracy

• 20% improvement in back-end verification accuracy.
• Cleaner identity data reduced the number of bad actors entering the system and smoothed handoffs to doctors and pharmacy partners.

Business impact

• 40% net swing to the bottom line, attributable to the change in identity verification alone, realized in the first month.
• Reduced internal stress around scaling responsibly, with identity no longer acting as the ceiling on growth.

MyStart realized a 40% boost to the bottom line in the first month, from a single fix at the identity step.