Complex work.
Concrete results.

As SmileMD expanded, it became crucial to shift the focus from outputs to outcomes. The teams needed a clear and cohesive strategy to align their activities with the business goals, ensuring that efforts contributed to scalable growth and operational excellence.

To achieve this alignment, we developed an Outcomes-Driven Roadmap, a comprehensive artifact that served as the primary resource for teams. This roadmap provided clear goals, success metrics, and a timeline, guiding teams to focus on impactful outcomes. Key components included:

• Goal Setting: Defined specific, measurable goals for various stakeholders, including providers, practices, patients, payers, and teammates. These goals addressed critical areas such as provider satisfaction, practice efficiency, patient engagement, and operational effectiveness.
• Success Metrics: Established clear success metrics to track progress and ensure alignment with business objectives. These metrics included provider call volume reduction, practice call volume reduction, cycle time reduction, and others.
• Phased Implementation: Organized the roadmap into distinct phases (Done, Now, Next, Future) to provide a clear progression and facilitate incremental improvements. Each phase outlined specific activities and targets, ensuring a structured approach to achieving the desired outcomes.
• Collaborative Calibration: Encouraged teams to regularly review and calibrate their activities against the roadmap, fostering a culture of continuous improvement and alignment with business goals.

The implementation of the Outcomes-Driven Roadmap led to significant improvements in several key areas:

• Provider Satisfaction: Achieved an 81% reduction in provider call volumes, significantly exceeding the goal of >40%. This led to increased provider satisfaction and availability.
• Practice Efficiency: Reduced practice call volumes by over 96%, far surpassing the goal of >60%. This resulted in enhanced practice management and operational efficiency.
• Patient Engagement: Realized a 50% reduction in cycle time, exceeding the goal of >30%. This improvement enhanced patient onboarding and care coordination processes.
• Operational Effectiveness: Enhanced operational teams' visibility into real-time demand and capacity, leading to better resource allocation and increased productivity.
• Scalability: Provided a clear and structured pathway for scaling the business, ensuring that all activities were aligned with strategic objectives and contributed to sustainable growth.