Managing the Journey, Not Just the Appointment
Most of a patient's journey happens outside the clinic, and the relationship you build between visits is where value is won or lost.
Jared Aron
Show notes
Jared makes the case that a practice management system is not a CRM, and neither is a generic sales CRM. A patient spends roughly 30 minutes in the clinic and 365 days outside it, yet the software is built only for the appointment.
He introduces patient relationship management as its own category and shows why it is clinically critical, not just commercially, using the story of a 2-year-old whose needed follow-up quietly fell through the cracks.
He then breaks down Coherent's three coordinating functions, patient, booking, and billing, and the three enablers behind one-to-one care at scale: technology, team, and technique.
Key takeaways
- A practice management system is built for the 30 minutes a patient is on-site, not the 365 days of relationship outside the clinic, so it cannot serve as a CRM.
- Generic CRMs like HubSpot, Pipedrive, and GoHighLevel were built for B2B marketing or agencies, and retrofitting them onto a patient journey does not work.
- A broken engagement layer is a clinical problem, not only a revenue one, as shown by a 2-year-old whose needed follow-up never happened because both sides let it drift.
- Clinics leave an estimated 10 to 20% of monthly revenue on the table by failing to reengage previous patients.
- Coherent splits off-site work into three functions: patient coordinating, booking coordinating, and billing coordinating, delivered as Care Desk, Sales Desk, and Pay.
- Delivering one-to-one patient relationships at scale rests on three things working together: technology, team, and technique.
“The patient journey lives and dies outside of the clinic.”— Jared Aron
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Coherent gives private clinics one patient relationship engine, recovering revenue lost at enquiry, recall and billing.