Marketing Meeting Recap

Referral Health Snapshot

Key Discussion Topics

• Referral Growth Engine Access Outage: Ryleigh and Tiffany couldn't log into their referral growth engine; SGA IT identified this as a network-wide Cloudflare Pages-to-Workers migration. Every team member's growth engine URL will need to be whitelisted after the move, and access may be down for up to two more weeks to avoid a second migration.
• Marketing Dashboard And Referral Lab Utilization: Ryleigh is actively using the dashboard's dormant-provider view to confirm whether a lapsed-referring doctor has truly left a practice or is just quiet, and flagged that two providers relocated or sold their practices but are still practicing elsewhere. The team also discussed “true” new providers vs. one-off long-distance referrals (patients traveling 4+ hours due to insurance network gaps in an increasingly saturated oral surgery market), and agreed to keep the Activation module a priority so first-time referring providers get immediate, personal recognition.
• Practice Visit Cadence Goal: Effective September 1, Ryleigh is dedicating herself full time to office visits, targeting roughly 20 visits per week (about 5-6 per day with one admin day), splitting her schedule flexibly based on when Tiffany needs coverage in-office. Visits and events are already logged through December.
• Provider Data Accuracy And Flagging: A deceased provider (Dr. Clarence Williams) still appeared in the 90-day report because he was active during that reporting window, even though he was marked inactive in OMS and Referral Lab back in May. Jayme asked Ryleigh to add a star next to providers with a known status issue (deceased, relocated, etc.) so the team can spot context at a glance; Ryleigh applied it during the call and will use it going forward.

Marketing Initiatives Discussed

• September 18th Event Cancellation: The planned educational event was canceled after invites went to all 40 targeted providers with three follow-ups, but RSVPs landed at only 9-10 (4 confirmed “buddy” doctors plus about 5 others) against an expected $8,000-$9,000 spend. Ryleigh, Tiffany, and the doctors agreed as a group it wasn't the best use of budget; provider vacations, a cruise, and a golf tournament were cited as likely contributing factors.
• 2027 Top Golf Social Event: In place of another educational event, Jayme proposed budgeting a social event — a Top Golf outing — for 2027, since the practice has no referral shortfall to justify continued study-club programming. Ryleigh and Tiffany were enthusiastic and will price out the budget ahead of 2027 budget planning.
• Treatment Follow-Up And Case Acceptance Process: Jayme asked whether there's a follow-up process for patients who don't accept treatment on the spot (e.g., a $5,000 plan they want to discuss with a spouse). Ryleigh confirmed Referral Lab handles this: a “treatment undecided” status triggers an alert for the treatment coordinator to call, with a second check-in prompted about two weeks later if the patient still hasn't scheduled.
• Digital Referral Form And OMS Compatibility: Ryleigh and Tiffany are using True Form for online referrals but noted it doesn't convert cleanly into their OMS, creating double entry across statements, e-scripts, and other systems. They're aware Referral Lab has a digital referral form but were told it isn't yet OMS-compatible; they'll be notified if that changes and would prefer to consolidate on Referral Lab.

Wins & Opportunities

Action Items