The Situation
A multi-location group has a problem a single practice does not: not whether verification gets done, but whether it gets done the same way everywhere. Seven offices verifying to seven different standards produces seven different levels of risk, and group leadership has no way to see which office is exposed until a denial arrives.
The group grew by acquisition and each office arrived with its own process. Some verified two days ahead, some the morning of. Some captured frequency limitations and waiting periods, some captured eligibility and little else. There was no consistent view of whether tomorrow’s schedule was actually ready at any given location.
What Changed
The group did not standardise its offices. It standardised the output. Each location kept its own active-status form, its own conventions and its own scheduling priorities; what became consistent was that every scheduled patient at every location receives a complete breakdown, in that office’s format, before the appointment.
The rollout ran in three waves over nine months — one office in July 2025, five more that September, and the last in April 2026 — with each wave following the same pattern: learn the office’s existing process, fit around it, go live inside a week. Every expansion was the group’s decision, taken after watching the previous wave run.
Results
