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Strategy & Operations Consulting

We Offer Small Business Coaching, Process Improvement
& Revenue Cycle Transformation

Chiropractic | Bariatric | Functional Medicine | Residential Services | Small Business | eCommerce | Events

The strategy and operations discussed below can easily be applied to service industries, retail, and others. Revenue Cycle Transformation begins with “selling a good night’s sleep, not a mattress” and continues through a best practice approach, operational efficiency, and accountability. We are happy to provide a snapshot of how these would look for your specific industry or medical specialty for Operations Consulting services.

Conversion

Tracking conversation rates is the only way to know what is happening to your marketing leads. Your office processes and staff should be fine-tuned to capitalize on the digital marketing tools you’ve spent valuable time and money perfecting. An excellent landing page experience, click-through rate, and mobile page speed are naught if the internal patient intake process is not optimized for converting new patients or customers. 

  • CRM software implementation for tracking the intake process and patient follow up
  • Call recording to ensure your staff understands the phone converting process
  • Identifying the characteristics of a high-performing staff to increase team satisfaction, reduce clinical errors
  • Utilize automation from patient Apps to online forms processing

Expansion

Expanding your patient base and growth potential to enhance successful patient outcomes for optimal loyalty and referrals doesn’t have to be a mystery. Be at the forefront of your industry or practice specialty with new solutions and patient-driven results. Identify missed opportunities to expand and ensure scalability. 

  • Adding new product revenue streams, such as a new procedure 
  • Networking with healthcare professionals for referrals and patient care collaboration
  • Collaborating with vendors via customizable brand messaging 
  • Engaging in the community through events and sponsorships
  • Providing vlogs, webinars, and subject matter expert videos 
  • Review marketplace competition

Accessibility

Make Accessibility a Priority. Understanding ADA compliance for a physical location, as required under Title III of the Americans with Disabilities Act, most healthcare providers have made their physical environment accessible for all members of the public, including those with disabilities. However, many are unaware that accessibility extends to digital environments, such as websites. Although laws have not been changed, courts interpret ADA standards to include website accessibility.

Private guidelines established by the Web Content Accessibility Guidelines (WCAG) provide website accessibility compliance achievement. In addition, the Bureau of Internet Accessibility audits any accessibility issues, and we can provide remediation to ensure compliance with back-end website software and maintenance.

The following are just a few essential examples to consider;

  • Provide captions for multimedia (clickable transcripts)
  • Multi-interactivity means of navigation (voice, non-keyboard) 
  • Alternative Text for Images (SEO)
  • Use media void of physical reactivity components (vertigo) 

Experience

Perfect the Patient Experience. The article on Google’s new criteria for Page Experience discusses website processes to obtain and maintain a high score on this crucial SEO ranking. But how about the patient experience offline? Taking an objective look at your processes and best practices should include knowledge and operational efficiency. 

We advocate a multi-team system of the Care Team and the Central Team. A data and process-driven individual may not excel in “people skills” and vice versa. The Care Team has direct patient care tasks from intake to discharge, patient education, financial counseling, pre-testing, and follow-up. The Central Team supports with indirect tasks such as insurance verification, billing, and claims, appointment prep work, making packets, supplies management, reporting, and vendor interaction.

Perfecting the patient experience takes objectivity, analysis, implementation, and revisiting regularly.

  • Measure service quality
  • Scheduling flexibility and practitioner availability
  • Patent education of what constitutes a “positive result.”
  • Gaining patient ownership in the plan of care
  • Delivery of patient cost and pricing transparency  
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