Case Study

Clinical Operations Advising

Need: A rapidly growing digital health brand saw a growth in memberships of up to 2-5x after new funding and marketing initiatives were implemented. Due to this, the clinical team needed to be expanded very quickly and standard processes needed implemented since the team would be growing beyond the initial group.

Approach: The Clinical Operations Advisor helped to develop a comprehensive hiring and onboarding process that could be managed by 1-2 team members to handle high-volume of incoming applications while still having a thorough interview process. This included launching an asynchronous interview platform, having standardized process for candidates and templated emails to keep candidates warm and engaged. All clinical and administrative protocols were then standardized and formal training documentation was created, including the use of macros during charting, lab and prescription ordersets which both cut down on errors as well as administrative time. These new documents wer used in a standardized cohort-based onboarding process run by Clinical Operations in order to effectively bring on new providers while minimizing burden on the current team. Utilization and capacity planning was also implemented to ensure the correct states/licenses were being hired and available for booking and to prevent over-hiring.

Results: The result was a business that was able to maintain its growth without having to slow down acquisition because the clinical team was able to be expanded 5x in 90 days while maintaining clinical and administrative quality through the use of standardized training and documentation which did not exist prior. This also allowed for expansion into new states while reducing unused physician time as well as errors and delays that occured prior to standardization.

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