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Unlocking $24M in Revenue Through Smarter Patient Access

Following the acquisition of an industry leader in ambulatory infusion services that expanded its clinic footprint by 23%, Vivo Infusion experienced an influx of referral volumes and needed to address and prioritize a significant backlog of referrals and quickly drive value creation. FTI Consulting was engaged to unlock data-driven insights into the organization’s patient intake performance and provide project management office (“PMO”) support to align operations and scale patient access effectively across the expanded footprint.

Our Impact

Vivo Infusion’s expected revenue from booked appointments increased by $24 million (33%) from the first month to the last month of the engagement.
As part of the engagement, a new patient access operating model was implemented across 54 clinics, spanning eight different states, representing 33% of the total referral volume across the United States.
FTI Consulting reduced the total amount of handoffs in the referral intake process by approximately 60% as part of the update to the new patient access operating model.
Locations utilizing the new intake operating model experienced a $2 million (29%) increase in booked appointment expected revenue, and the enterprise experienced an $11 million (14%) increase over the same one-month duration.

Our Role

FTI Consulting developed a process for rapid referral backlog reduction, refined reporting logic to more accurately measure referral completion times and eliminated time-consuming manual reporting.
Our experts designed a new intake operating model and consolidated the patient services process to decrease handoffs and streamline workflows, allowing for a more positive patient, referring provider and staff experience.
The team designed and implemented reporting to track patient intake performance using KPIs and leveraged analytics to effectively support business decisions.
FTI Consulting developed a comprehensive referral management dashboard containing seven new views and aligned dashboard reporting capabilities with both current operational and future-state pilot processes.