Customer Story

Harken Health

Harken Health set out to restore the lost art of doctor–patient relationships by blending compassionate clinics with a modern insurance model.

Location

National

Industry

Healthcare

Website

case study

Adv.

Care Built on Human Connection

From Concept to Catalyst

Spun out of UnitedHealthcare, Harken Health began as a nameless idea in an impersonal system. Primary‑care visits felt rushed, insurance paperwork overshadowed relationships, and patient loyalty was at an all‑time low. To succeed, the venture had to move beyond “better benefits” and demonstrate that genuine doctor‑patient bonds could drive both satisfaction and sustainable economics.

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Reviving Relationship‑Driven Care

Market research revealed a powerful gap: people longed for the days when physicians knew them by name and pharmacists offered practical advice, not just pills. By anchoring the brand in this nostalgia—modernized with seamless insurance—Harken could claim a space no contemporary provider owned: primary care rebuilt on trust, familiarity, and accessibility.

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Building a Relationship‑Centered Ecosystem

We named and branded Harken Health, then designed every element—from app to exam room—to foster connection. A robust tech layer onboarded members in minutes; warm, lounge‑like clinics opened across three states; and a training program ensured staff led with empathy. Our go‑to‑market plan launched twelve clinics simultaneously, supported by coordinated campaigns that promised “care the way it used to feel.”

Scaling Trust into Market Success

The approach resonated instantly: over 33,000 members enrolled at launch, clinics scored a net promoter rating of 91 percent, and first‑quarter revenue exceeded $100 million. Harken proved that relationship‑based care could scale without compromising economics, setting a new benchmark for patient trust—and reminding the industry that human connection is still the best medicine.

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The Market Narrative

There was a time when the relationships we had with the people who cared for our health were personal.

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Our doctors knew us by name, without having to look at our charts. Pharmacists took time to tell us how we could get better beyond the prescriptions they sent us home with.

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Health care wasn’t a system. It was a group of people who were in our corner, working for our health. What happened to that kind of health care? How did it turn into what it is today? This has to change.

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We have to change it. We will change it.

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Where do we start? Business as usual has led us to forget about the patient. Harken will be the vehicle that enables us to deliver amazing patient care to the nation. We will act as the open door, creating accessibility for anyone, defying a system that has lost focus of those they serve.

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We will rebuild the relationship between people who need care, and those who care for people. We see a world where the relationship is the single most important element of helping people get better. Efficiency should only be about what happens behind the scenes, enabling great care to happen.

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To accomplish this we have to start over. Incremental improvements will not overcome the real problems in health care.

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