Situation
The Direct-To-Consumer (DTC) Primary Care Healthcare organization was struggling to scale its operations across multiple states while minimizing its cost and maintaining its excellent patient and employee NPS.
Action
We provided end-to-end business process redesigns by:
Identifying root causes
Working through possible solutions with front line teams
Aligning the cross-divisional leadership teams
Rapidly implementing solutions that delivered significant ability to scale regionally
We designed and built technology-aligned process solutions with the goal of maintaining the company’s 90%+ patient NPS.
Results
By aligning front-line employee insights on operational challenges with executive focus, we delivered outstanding results:
Increased virtual visit capacity by 20% by developing new operational models for clinician staffing and launching a technology-enabled solution within 4 weeks with the Product, Engineering, and Clinical teams
Scaled and simplified Care Coordination policies and processes to serve 25% more patients without increasing headcount while maintaining a 10-minute response time
Reduced clinician licensing costs by 25% in the first year and 64% in subsequent years by implementing innovative operational approaches.
Identified 22% savings on prescription costs
Saved 50% on new telecommunications policy
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