- Manual reconciliation across multiple systems
- No pay stubs or visibility for providers
- Over 100 support tickets daily from payment confusion
- Inability to pay Canadian contractors in CAD
- Seamless integration with consult system for auto-reconciliation
- Self-service portal for providers to access payments and tax docs
- Payroll process cut from 2 days to 2 hours
- CAD payments with no added fees for Canadian providers
Overview
Teladoc Health (NYSE: TDOC), the global leader in virtual care, manages a vast network of nearly 10,000 healthcare providers. Processing payments through a widely used payment platform, one not designed for contractor payroll, led to major operational challenges, including reconciliation issues and a high volume of support requests from providers. The IT, finance and payroll teams were overwhelmed with manual processes, struggling to keep up with payment discrepancies and provider inquiries.
Challenge
Teladoc’s previous system - an internal payroll platform built on a widely used payment platform, was never designed for payroll. As Tricia McGimpsey, VP Payroll at Teladoc, explained:
“When the system was implemented, payroll functionality wasn’t given proper thought. There was a significant gap between what providers saw in our admin system versus what they were actually paid.”
This created several pain points for Teladoc:
- Frequent payout errors and discrepancies between consults and payments
- No pay stubs or invoices for providers, leaving them uncertain about earnings
- A massive administrative burden— more than 100 provider emails per day with payment-related inquiries
“Providers had no visibility into their earnings-they only saw a lump sum deposited into their account,” Tricia recalled. “It was creating an enormous amount of manual work for the payroll department.”
- Manual tax compliance processes – IRS mismatches and filing errors increased compliance risks and required extra administrative effort
- International tax challenges – existing payroll could not provide Canadian providers with their year-end tax documents
Solution
Teladoc needed a solution that could streamline payments while offering a self-service experience for providers. Wingspan delivered on both fronts, providing:
- A Unified Self-Service Provider Portal – Giving providers full visibility and control over their payment experience to update information, track payments, and access tax documents independently
- Automated Reconciliation – Direct integration with Teladoc’s consult system to eliminate payout errors
- Tax Compliance & TIN Matching – Ensuring accuracy and reducing risk of IRS mismatches
- Rapid Implementation – A six-week rollout, starting with Canada and expanding into the U.S.
Impact
The results were transformational:
- 28 hours saved per month processing payments – What once took two full days per cycle now takes just two hours.
“You gave me back 14 hours of my life each cycle,” Tricia noted."It used to take me two days to process payroll. It takes me two hours to process payroll from start to end.”
- $230,000 saved in IT and accounting resources – With fewer manual processes, Teladoc significantly cut operational costs.
- 90% fewer support tickets – With real-time payment transparency, provider inquiries dropped from 100 emails per day to nearly none.
“If I come in on a Monday and I have five emails from providers, that’s a lot,” Tricia said.
Hear from the Providers
Teladoc’s providers have experienced a major shift in payment efficiency and clarity:
- “The schedule of payments is clear, and the payroll portal was easy to enroll in and user-friendly.”
- “This new payroll system has been amazing. The emails letting me know when my paycheck will be deposited with the amount listed are so helpful.”
- “I appreciate the quick deposits and having consults show up as we complete them.”
Final Thoughts
By switching to Wingspan, Teladoc turned its 1099 payment process from a costly, time-consuming burden into a seamless, scalable system. The partnership has not only saved time and money but also improved provider satisfaction and ensured compliance with tax regulations.
“The Wingspan system is incredibly seamless and has completely transformed the way Teladoc manages 1099 Provider Payroll. Highly recommend Wingspan for any company looking to streamline their operations, boost productivity and increase provider satisfaction!”
Learn more about how Wingspan can transform your contractor payment process at wingspan.app/telehealth