President Lisa Marie Wark, MBA & Assoc., Las Vegas, Nevada
A structured, patient‑centered framework is necessary to deliver a VIP experience. This course will show how to standardize the OMS patient journey from initial inquiry through postoperative follow‑up. The session focuses on mapping and optimizing key touchpoints (KPIs) – including lead response, triage, consultation flow, imaging and education, financial clarity, perioperative instructions and recovery check‑ins – using streamlined scripts and checklists. Practical examples and implementation tools support development of a 30/60/90‑day plan that enhances acceptance rates, patient experience and team accountability while minimizing complexity.
Learning Objectives:
At the conclusion of this presentation, participants should be able to:
List the critical touchpoints in the patient journey and describe the scripts/checklists that standardize each step.
Implement a consult-day workflow including 3D visualization, financial clarity and follow-up to reduce cancellations and increase case acceptance.
Track and interpret a core KPI set (speed-to-lead, consult-to-treatment conversion, cancellations/no-shows, review velocity) and conduct weekly huddles to drive continuous improvement.
