Referral Health Snapshot
Referral Trend — Previous 90 Days
103 referrals
▲ +5.1% vs. prior 90 days (98 → 103, +5 referrals)
Referral Trend — YTD YoY
254 referrals
▼ -8.63% YoY (278 → 254, -24 referrals)
Active Referring Providers — Previous 90 Days
18 providers
▲ up from 17 in prior period
Key Discussion Topics
- Front Desk Staffing Transition: Adina, who currently owns referral coordination, is expected to give notice in the near term. Nancy views this as an opportunity to reset referral lab workflows the right way, and Olivia (a remote team member who already has referral lab access) will pick up incoming referral calls, scheduling, and intake questions in the interim.
- Provider Referral Performance Review: We reviewed monthly referral goals against year-to-date activity. Dr. Do (2 days/week) should be tracking around 30 referrals/month and is not close to that pace; his active referring provider count grew from 4 to 7 over the trailing 90 days, still below what's needed to sustain his schedule. Dr. Nguyen should be around 45 referrals/month; his active provider count sits at 14-15, which is more stable given the practice's periodontics focus, but even that count of active providers is still not enough referrers to hit his monthly referral goal.
- Scheduling and Outreach Capacity: Both doctors have open chair time that isn't being used for outreach — Dr. Do's schedule is "feast or famine," and Dr. Nguyen's post-op patients are being squeezed in rather than scheduled out. Nancy and I discussed using open blocks proactively to get providers out visiting referring offices.
- Website Relaunch Status: The site rebuild is moving in-house (off the prior third-party vendor) so SGA has direct access for edits. We reviewed the current build together — provider bios, specialty listings, and the referral form's "Preferred Provider" field — and flagged several corrections still needed before launch.
Marketing Initiatives Discussed
- Prospect List Build For Provider Outreach: We're building a 60-mile-radius prospect list for Dr. Do and Dr. Nguyen, cross-referenced against existing referral lab data, so each doctor has a vetted list of nearby practices to visit when their schedule opens up.
- Monday Outreach Days — On Hold: The planned mid-August start of weekly outreach days is being paused given the staffing transition. This stays on our radar and will be revisited at next month's meeting.
- Outstanding Gift Basket Logging: The 8-10 thank-you gift baskets from our last meeting still need to be logged into referral lab. Nancy plans to complete this by the end of this week, with Olivia available to help if needed.
- Anniversary/Milestone Gifting Concept: Nancy proposed recognizing referring doctors' practice-opening or licensure anniversaries as a more distinctive alternative to holiday gifting (historically one of our lowest-performing campaign types). This would be scoped to Green and Yellow tier referral relationships within the existing $1,000/month gifting budget.
Wins & Opportunities
Despite the upcoming staffing change at the front desk, the practice has real momentum to build on: referrals over the previous 90 days are up 5.1% and active referring providers grew from 17 to 18, even before the prospect-list outreach kicks in. Olivia already has referral lab access and is positioned to keep the intake process moving during the transition, and local market shifts — retirements and practice consolidations in the area — are creating fresh openings for both doctors to build new referral relationships. Nancy's anniversary-gifting concept is also a strong, low-cost differentiator worth prioritizing for our green and yellow tier referrers.
Action Items
| Action | Owner | Due |
|---|
| Log outstanding gift baskets (8-10) into referral lab | Nancy Kline (with Olivia's support) | August 14 |
| Build 60-mile-radius prospect lists for Dr. Do and Dr. Nguyen outreach | Jayme Monroe / SGA Marketing | September 14 |
| Confirm website contact form routes to office@midpendental.com | SGA Web Dev Team | Completed Aug 10 |
| Remove Prosthodontics from specialty listing and take down Dr. Beckstead's provider page before launch | SGA Web Dev Team (Don) | Before site launch |
| Compile full list of website edits in a shared Word doc and submit via provided form | Nancy Kline | Ongoing |
| Check for existing Dr. Nguyen / Dr. Do photos from prior shoot; scope 2027 photo/video shoot | Nancy Kline | September 14 |
| Review referral lab documentation practices with Adina before her departure | Jayme Monroe | August 31 |
