Marketing Meeting Recap

Referral Health Snapshot

Referral metrics were not reviewed this visit. Referral outcomes have not been consistently updated since the front desk transition, so current reporting does not reflect actual activity. We'll revisit these numbers once tracking is caught up.

Key Discussion Topics

• Front Desk And Staffing Capacity: Adina's departure became official September 1, and the position has not been backfilled yet. Candidates have been no-shows or not the right fit. Janna has stepped in a few times and Olivia is covering phones remotely, scheduling new patient and hygiene appointments. The practice is also covering an assistant on maternity leave with a mix of help from sister offices, a former full-time team member now working PRN one day a week, and hygiene temps following Betty's departure last Thursday.
• Doctor Schedules And Referral Pacing: New referral intake has been intentionally slowed. Dr. Nguyen's schedule includes extra time to catch up on paperwork (about another week and a half), and procedures are being booked with 10–15% more time while newer assistants are trained; complex surgical cases are limited to days when experienced assistants are in. He is booked out about two to two and a half weeks, compared to about one week at this time last year. Dr. Do's numbers remain solid, with a feast-or-famine rhythm week to week. Dr. Kostogiani will be in on some Wednesdays through roughly year-end to finish treating her patients.
• Referral Tracking Accuracy: A large number of referred patients have come in over the last two weeks, and roughly 98% have been scheduled and likely treated, but outcomes haven't been entered in Referral Lab. As a result, reports show no pending consults for the next 30 days and understate same-day case acceptance. There are also 25 overdue follow-up tasks, likely carried over from Adina, and no documentation confirming where her follow-ups were left. Nancy noted that patients not marked as coming in don't appear on the daily report, and initials-only listings make quick lookups difficult between patients.
• Referral Goals: Monthly referral goals discussed last visit remain in place: 30 referrals for Dr. Do and 45 for Dr. Nguyen. Progress will be measured once referral data is current.
• Going Paperless: Nancy is working to move the office toward electronic organization; far more paper was passing hands than expected, and this should get easier as current tools are fully utilized.

Marketing Initiatives Discussed

• Referral Lab Training For Olivia: Jayme will coordinate a training session with Christy Carver at Referral Lab. Focus areas: a follow-up cadence by procedure type (when to text, email, or call, how quickly, and when to release a lead — e.g., acute endo referrals not scheduled within two weeks are unlikely to convert), updating records when patients call back or confirm, and working through the 25 overdue tasks.
• Website Updates: The updated website is already live. Jayme is working with Wyatt to remove services the practice no longer offers; this is still in progress, and Jayme is continuing to push for faster turnaround on website edits.
• TrueForms Cancellation: The invoice Nancy forwarded appears to be the TrueForms annual renewal. Jayme is confirming with Amy whether cancellation needs to come from the practice level. Please hold on canceling until Jayme gives the green light — there's no urgency.
• Monday Outreach Days: On hold until staffing stabilizes. For now, Nancy will use Mondays for Referral Lab catch-up and marketing tasks such as sending materials, with in-person visits resuming when capacity allows.
• Thank-You Gift Baskets: The 8–10 thank-you gift baskets noted last visit have not yet been logged; this task was with Adina and was not completed before her departure.

Wins & Opportunities

Action Items