The schedule runs on one person.
It works when she is in. When she is out, double bookings, gaps and no-shows follow, and you hear about it between patients.
Operations for medical practices
Operations for practice owners.
Patients keep coming. What wears the practice down is everything around the visit: a schedule that only works when one person is in, a front desk that handles the same call three ways, claims that sit. Working Properly fixes the operations behind the practice for owners of dental, therapy, specialty and aesthetic groups, so every location runs to one clear standard without the owner checking everything.
Written scope and price before any commitment.
Sound familiar?
Bringing in patients isn’t your problem. Everything around the visit is.
Growth doesn’t stall at the appointment. It stalls around it, and right now another location would mostly mean more of this landing on you.
Every front desk does it differently.
The same call gets three different answers across your offices. Insurance details are taken twice or not at all, and the patient notices first.
Claims sit, and nobody owns the gap.
Missing information surfaces at billing, weeks after the visit. Each office has its own workaround, so the fix never sticks.
What changes
Grow faster and step back. The same fix does both.
- One owner for each step from first call to paid claim, in every office.
- One front-desk standard: the same intake, the same answers, the same checks.
- Insurance and patient details captured once, with missing information flagged before the visit, not at billing.
- A weekly review of the few numbers that show trouble early: no-shows, days to claim and rework.
- A written standard to open the next location from, instead of memory.
Where a step repeats, we use AI only with your written permission and never with patient information outside your approved systems. A named person at the practice still reviews anything that reaches a patient. See a labelled example →
Which route fits
Fractional COO · from $10,000/month
We lead operations with your managers, or beside your practice administrator, until every office runs to one standard without you in the middle.
About Fractional COO →Operating Partner · from $4,000/month
Fix the practice’s operations with your managers, one agreed improvement a month, until every office runs the same way.
About Operating Partner →Operating Advisory · from $2,500/month
Four sessions a month on hiring, capacity, priorities and the next location. You and your managers execute.
About Advisory →Workflow Sprint · $3,000 fixed
Fix front-desk intake or the visit-to-claim handoff, built in the tools the practice already uses and taught to the team. Target: ten business days from written start.
About the Sprint →Proof
Where Jacob has done this before.
Healthcare work
Onceinsurance information captured once at registration and visible to billing, with checks for missing detailsConcentra · healthcare operations
EMR / EHRrollouts supported from build through on-site training and adoption, in hospital systems and private practicesEpic and Allscripts projects
16 yearsbrought in by investors as operating partner or fractional COO for companies they had bought or were about to buyOperating leadership
Healthcare organisations in Jacob’s history
Concentra, Northside Hospital, Piedmont Hospital Systems, abeo, Change Healthcare, and hospital projects through Deloitte, Epic and Allscripts. Full list, labelled →
About these lines. At Concentra, Jacob improved the handoff from registration to billing; he recalls less repeated work and fewer avoidable billing delays. The other lines describe Jacob’s background, not measured results. Names identify history, not endorsements. These come from single engagements, so they are not what every client gets. What changes for you depends on where you start and on follow-through. We agree it in writing before you pay.
Before you write
Questions practice owners ask
Our locations each run their own way. Where do you start?
With the handoff that costs the most, usually first call to schedule or visit to claim. We map how each office does it, agree one standard with you and your managers, and build it in the tools you already use.
Will you make us change our practice-management system?
No. We set up what you already use around the way the work actually runs. Migrations are scoped separately.
Do you need access to patient records?
Usually not. Most of the work is in how the front desk, the schedule and billing hand off to each other. If a project needs access to patient information, that is agreed in writing first, under a business associate agreement.
How fast will we see change?
A Sprint targets ten business days after written start and readiness. In a Partner engagement, the first agreed improvement is worked in the first month. Speed depends on inputs and approvals, and we will tell you when it does.
What would break first if patient volume doubled?
Bring that to the call. You’ll get a straight answer on what to fix first and which route fits.
Written scope and price before any commitment.