Patient Operations Is Your Biggest Bottleneck
Sean interviews Jared on why the real constraint in healthcare is operations, logistics and business, not clinical care.
Jared Aron
Show notes
In a role reversal, Sean interviews Jared on the story behind Coherent. When Jared opened a clinic in 2020, four disconnected tools for booking, payments, CRM and marketing meant a senior lead lost two full days a month reconciling data in spreadsheets, and even a technically strong, well-funded team could not make it work.
From there Jared lays out the thesis: there is no commercial stack for healthcare, the front desk is really sixty jobs stacked on one chair, and what happens after the appointment is half the battle. A simple test, asking "then what happens?" a few times, exposes where the follow-up quietly dies.
He closes on why operational holes grow exponentially as clinics scale, why Coherent Engage is neither a CRM nor an AI receptionist, and why the answer is making the human coordinator efficient rather than removing them.
Key takeaways
- Opening a clinic in 2020 with four disconnected tools, Jared watched a senior lead lose two full days a month reconciling data in spreadsheets, and a technically strong team still could not make it work.
- There is no commercial stack for healthcare: booking, medical notes, scribes and intake are built for care, not for running the business.
- The front desk is not one job but sixty; pile stock, social, recall and rebooking onto a hospitality hire and the desk lives in permanent reaction mode, serving the loudest patients while the quiet majority slip away.
- A three-question test exposes the follow-up gap: ask "then what happens?" after an enquiry or a lapse, and by the third answer the process goes vague and then stops.
- Operational holes grow exponentially, not linearly: every new site, service line or practitioner multiplies the ways continuity breaks, and the unwritten rules of clinic one do not export to clinic two.
- Coherent Engage is neither a CRM nor an AI receptionist: it makes the human coordinator exceptionally efficient rather than removing them, because the bottleneck is operations, not clinical care.
“The fundamental bottleneck in healthcare isn't bad practice. It's bad operations, bad logistics, bad business.”— Jared Aron
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