Without clear roles for each KPI, your office staff will experience more confusion, less understanding and decreased productivity at each step of the process. Fortunately, it is easy to address this problem and get your practice back on track.
Rule: Key Performance Indicators (KPIs) Need Specific Owners.
When creating KPI owners, it is more important to focus on the role of the individual than on the specific title. Consider the following:
Marketing Creates Leads
In most cases, leads are created by marketing. The medical marketing of your practice will be the way through which many of your patients first interact with you and your team. This means that whoever is managing your marketing–usually an office manager or marketing manager–should be assigned responsibility for knowing and understanding the lead number.
Leads Become Appointments
Due to the fact that appointments occur at the front desk, it makes sense for your front desk staff to be assigned the task of knowing the appointment number at your weekly meeting.
Appointments Become Patients Acquired
The last step in the patient acquisition process typically falls on the doctor or patient coordinator. Depending on who plays a larger role in your practice will determine who is responsible for this particular KPI.
As is often the case, a practice without specifically designated KPI responsibilities tends to lack the unity and cohesion that is essential for pushing forward as a group. By assigning these roles to these metrics, you stand to achieve more efficient production as a practice, as well as more productive communication. Additionally, you’ll create better engagement with staff and vendors, while decreasing the potential for monetary loss. For more information on improving the success of your aesthetic practice, discover who we are and how we can best serve your needs.