Different scale. Same problem.
Health systems
Community and regional health systems working to protect margin. We find the revenue leaking through the contact center, scheduling, referrals, billing, and follow-up, and fix it in the order that returns the most.
Independent practices
Owner-led practices: primary care, dental, chiropractic, physical therapy, mental health, med spa, and more. We seal the leaks in the phones, reminders, rebooking, and follow-up that quietly drain a practice.
Your clinical care is excellent. The operations around it are where patients decide.
96% of patient complaints stem from service failures, not clinical quality. Those touchpoints live in different departments: the contact center with operations, billing with revenue cycle, scheduling with access. Each leader runs their piece well. The patient experiences all of it as one journey. We build the connective hub that lets those pieces operate as one, so the journey earns trust instead of processing transactions.
Getting in
Scheduling, referral capture, financial clearance, prior auth, pre-visit outreach. Most denials are born here, not in coding. So is most leakage.
Being handled or being known
The contact center, waiting, navigation, family coordination, billing questions. Hospitals miss 24% of inbound calls. Every one is a patient deciding you're hard to reach.
Coming back or drifting off
Discharge follow-up, billing and collections, service recovery, re-engagement. This is where retention is won and readmissions are prevented, not managed.
The margin is already yours. You’re just handing it back.
At a 1.3% median operating margin, these aren't experience problems. They're solvency problems. Each number below is a leak we diagnose, price against your revenue, and fix.
Five signals. Each one prices a leak.
HCAHPS tells you what happened, months late. The Trust Algorithm™ reads five operational signals that predict loyalty before the survey lands, and it puts a dollar figure on each one.
Accessibility
Can patients reach you on their terms? Patients who hit a bad phone experience are 4x more likely to switch providers. Every abandoned call is somebody quietly booking somewhere else.
Resolution
Healthcare resolves 52% of issues on the first call against a 74% benchmark. Every callback doubles the operating cost and drains the patient's confidence.
Continuity
Do patients feel known across scheduling, the visit, and the bill? 43% of organizations lose 10%+ of revenue to poor retention, and the patients who feel processed rarely complain first. They just stop coming back.
Proactivity
Does the system reach out before patients have to chase? Owned follow-up is where referral leakage gets recovered. This is the $6.2M lever.
Recovery
When something goes wrong, does recovery build loyalty? Proactive outreach alone cuts readmissions 6.2%. Done right, a complaint becomes a reason to stay.
From diagnosis to a dollar figure to a fix.
You won't get a transformation deck. Every engagement starts with your own operational data and ends with owners, metrics, and a rhythm your team can run without us.
Patient Access & Experience Diagnostic
Expert analysis of your five trust signals against your own call, scheduling, and retention data. You leave with a Trust Score and a dollar figure on every leak.
Explore →Strategy Development
The sequenced plan: which leak to seal first, what sealing it returns, and who owns it. A governance structure that links trust behaviors to operational metrics.
Explore →Strategy Execution
A fractional CXO and Certified Chief AI Officer leading the build: trust KPIs installed, dashboards your board reads, and a team that runs it without us.
Explore →See your revenue at stake
Enter your system's revenue and call volume and see your revenue at stake, mapped across the six levers where margin leaks: referrals, calls, no-shows, retention, care gaps, readmissions.
Open the ROI calculator →The thinking, every week
The measurement blind spot, the operational layer, and the AI decisions your board is about to get wrong. Read before it's a case study.
Read recent issues →Hear from people who have worked with Ebony directly.
"What truly sets Ebony apart is her remarkable blend of radical empathy, thorough research, executive presence, and command of any conversation. When you factor in her outstanding 'say/do' ratio, working with her is an absolute delight."
"She is a great leader who cares about her team and expects great results. Exceptional problem solver, critical thinker, and professionalism."
Trust is the foundation of the Experience that Drives Revenue
A Trust Algorithm Diagnostic™ tells you exactly where trust is breaking and what to fix first, in the order that protects the most margin. Start free with the online assessment, or book a call and we'll walk your numbers together. And if the numbers say your leaks are small, we'll tell you that too.