Reducing Healthcare Provider Attrition

ABOUT ABLETO

AbleTo is a market-leading virtual behavioral health care B2B platform providing services to employees at places like at enterprise companies like Costco. Clinically proven to improve health and reduce medical costs.
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THE CHALLENGE

Reduce new provider attrition by identifying the biggest opportunities and solutions across the health provider journey.  There was a scare provider pool and while recruiters could land offers, the majority of providers left their contracts before providing care.

Closely collaborating with the C-suite as well as vertical leaders in sales, recruiters, operation, product, and the clinical teams I mapped how to improve operational processes, technology solution, and orientation tools.

ROLE

Product Ops and UX Expert
2019 -2021

THE SOLUTION

To identify where the biggest opportunities to reduce churn, I grounded the larger team in a service blueprint, creating a centralized source of truth of both key metrics, solutions, and user impressions to pin-point the best opportunities.

DEFINING THE PROBLEM


Analysis of the data revealed that 61% of healthcare providers attrited before they started billing

Working across departments, I gathered and organized the data to reveal that majority of providers attrited before they started billing. This was not only a huge waste of resources but stalled revenue growth a critical mental health transformation in 2020.

INSIGHTS

Why were providers so dissatified?

I used a variety or qualitative and quantitive methodologies  to identify core reason why providers attrited.

INSIGHTS

80+ painpoints were identified and mapped to 4 opportunity themes

SOLUTIONS

Turning opportunities into impact through intitiatives

INCREASING SPEED AND REDUCING COST

Major inefficiencies in workflows were identified. These were caused by 3rd party tools and process/communication gaps between team. The tech stack was evaluated and teams were restructured.
Examples include evaluating solutions and moving to Cielo PRO to replaced a complex workflow previously handled by 5+ other 3rd party integrations.

CREATE STICKINESS DURING ONBOARDING

Several initiatives were created reduce time to bill, but as time passed providers became aliented from why they signed up in the first place, connection to patients and their purpose. To ease the long process of onboarding by getting providers excited about joining the company by introducing clinical approach approach earlier
Leverage AbleTo’s unique clinical approach as a differentiator in recruiting. Be clear around what the day-to-day looks like and what they are responsible for.

Expose Providers to our story and clinical methodology/tools from day one to get providers oriented and excited. Connect providers to our mission and the why behind our process.

THE RESULTS

GROWTH

Reduction in Provider Attrition and time to bill

IMPACT

Contributed to $470M acquisition by Optum Health