Referral Health Snapshot
Referral Trend — Previous 90 Days
371
▲ +4 referrals (+1.09%) vs. prior 90 days (367)
Referral Trend — YTD YoY
1,035
▲ +256 (+32.86%) vs. YTD 2025 (779)
Active Referring Providers — Previous 90 Days
44
▼ Down 5 providers vs. prior period (49)
Note: YTD YoY is skewed since the practice didn't begin tracking referral data until May 2025 — treat this figure as directional rather than a clean apples-to-apples comparison.
Key Discussion Topics
- Referral Growth Engine Access Still Unresolved: the growth engine link is still broken. SGA's field growth leadership (Scott Guest, VP; Amy, VP of Field Growth) is working on a broader fix tied to SSO and licensing/seat limits that have been causing team members to get kicked off the tool. In the meantime, the marketing dashboard and Referral Lab remain Melanie's go-to, up-to-date resource.
- Loss Of Referring Provider Dr. Stefania: Dr. Stefania is relocating out of the area. She had become a major referral source recently, sending over multiple failed-implant cases from other GPs, so her departure is expected to be a real hit to referral volume.
- Practice Management Software Transition: Outer Banks is being fast-tracked onto Denticon before year-end, since their current system doesn't integrate with reporting tools like Daybreak or AirPay and has been creating data and reporting headaches.
- Website Vendor Frustrations: ongoing delays with current website vendor PBHS, even for simple edits, continue to frustrate the practice. Jayme is pushing internally to terminate that vendor contract and move Outer Banks onto SGA's new headless CMS platform.
Marketing Initiatives Discussed
- September CE Event: RSVPs jumped from 4 to 41, with roughly 30 doctors, hygienists, and assistants attending. Straumann sponsored the event and is handling CE credit administration. The team is already looking at a bigger, quieter venue and planning 3 CE events for 2027 (Q1, Q2, Q3) with Dr. Vu, who Melanie says loves teaching and is well-received by attendees.
- Marketing Dashboard Walkthrough: reviewed the dashboard's four quadrants together — no green providers are currently dormant; Dr. Michael and Dr. Kelly are the biggest dormancy opportunities (97 and 110 days, both out of area in Virginia); Dr. Koppelman (+5) and Dr. Peterson (+17) are the standout upward trends over the last 90 days.
- Provider Birthday Outreach (New Idea): Jayme proposed a birthday touch — a gift card, bottle of wine, or small cake — for the practice's roughly 30 green and yellow referring providers, strictly for the docs (not staff). Melanie will check with the front desk about gathering birthdays; Jayme offered to help brainstorm gift ideas.
- Move To Quarterly Cadence: both sides agreed the relationship is strong enough to shift from monthly to quarterly check-ins, starting with the November meeting. Melanie confirmed Microsoft Teams as her preferred, most responsive channel for reaching out between meetings.
Wins & Opportunities
Referral volume rebounded strongly in September after a slow, expected summer dip, likely reflecting Melanie's in-person visits and CE prep throughout July and August. The CE event itself was a clear win — RSVPs jumped from 4 to 41, and Dr. Vu is already building momentum for future teaching events after a strong reception at both the CE and a recent dental college lunch-and-learn. Dr. Peterson remains a standout referral source, up 17 referrals in the last 90 days, with Dr. Koppelman also trending up — good candidates to reinforce with the new birthday outreach idea discussed today.
Action Items
| Action | Owner | Due |
|---|
| Check with front desk to gather birthdays for the practice's ~30 green/yellow referring providers | Melanie Coleman | TBD |
| Send a list of birthday gift ideas (gift cards, wine, small treats) for referring providers | Jayme Monroe | TBD |
| Confirm scheduling for the next Dr. Vu CE/lunch-and-learn and firm up the 2027 CE calendar (Q1, Q2, Q3) | Melanie Coleman & Dr. Vu | TBD |
| Continue pushing to terminate the PBHS website contract and move Outer Banks onto SGA's new headless CMS | Jayme Monroe | TBD |
| Cancel current monthly meeting series and send new quarterly invite, including Debbie Lawrence and Melanie Coleman | Jayme Monroe | Before Nov 17, 2026 |
