For medical practices with more than one location
Before you add staff, find out why the phones won't stop ringing.
In about three weeks we find out what is really driving your calls and give you a short list of what to fix first. Sometimes the answer isn't another hire.
- About 3 weeks
- One fixed fee
- Fully remote
- No new software
Sound familiar?
“I've been on hold for twenty minutes.”
Patient
“Did my referral ever go through?”
Patient
“I left a message yesterday. Nobody called back.”
Patient
“We need another person up here.”
Your front desk
Another hire answers more calls. It doesn't tell you why they keep coming.
Same complaint. Five different fixes.
Only one of them is hiring. Choose the wrong one and the phones keep ringing.
8 in 10
callers choose “Referrals” in the phone menu
Nobody tells patients their referral was sent
A status updateNo new spend
Referrals sit for days before they go out
A workflow changeNo new spend
Specialist offices don't respond
A follow-up routineStaff time
Insurance authorizations stall
Dedicated follow-upStaff time
Referral work is spread across the whole desk
One referrals coordinatorNew hire
A clear answer, not a binder.
If you're the physician-owner
What's wrong, what it's costing you and what to do first, in plain English.
If you run the practice
The numbers by reason, location and hour, the assumptions behind every estimate, and a plan in priority order you can take to the partners.
The cheapest fixes come first. Some cost nothing at all.
Three weeks. Very little of your time.
Week 1
We learn how you run
One kickoff call with you, then short conversations with the people on your phones.
Weeks 1–3
We do the digging
We work from the reports your phone system and practice software already produce. Your team keeps working.
End of week 3
You get the answer
A walkthrough with your leadership, the report, and a check-in about 30 days later.
Why not do it in-house?
You could. But the people who would do it are the ones answering the phones. We come in with fresh eyes and with experience running front-office work for U.S. medical centers.
- Patient calls
- Scheduling
- Referrals
- Medical records
- Front-office supervision
Who you work with
Manuel Caballero, President & Co-Founder
I've worked in BPO operations, healthcare operations, and quality and process improvement, on both the client and the provider side.
I started Optimus to give operations leaders capacity they can see and control. I personally onboard every new client.
One fixed fee. You approve it before we start.
We are offering it at an introductory pilot fee to our first practices. Manuel Caballero confirms the fee and scope in writing, and nothing is billed until you say yes.
What's included
- Up to 2 locations
- About three weeks, done remotely
- Report and walkthrough with your leadership
- Follow-up review at 30 days
- No new software or phone system needed
Questions we hear.
Will you just tell us to hire Optimus?
Optimus also provides patient-communication and administrative teams. When a recommendation includes a service we sell, the report says so and lists the alternatives, including doing it in-house. The report is yours to act on with anyone.
How much of my team's time will this take?
Very little. A kickoff call with leadership, a few short conversations with the people who run the phones, scheduling and referrals, and someone who can export reports from your phone system. We schedule around clinic hours.
Do we need new software or a new phone system?
No. We start with what you already have. If a small change would help us measure, such as a simple phone menu, we propose it and make it only with your approval.
What about patient privacy?
We work from numbers like call counts, wait times and call reasons, which don't identify anyone. Removing names alone does not make data de-identified, so if a question ever needs patient information, we agree on the privacy, security and contract terms first, including a Business Associate Agreement where applicable.
Does the fee include fixing what you find?
The assessment is the diagnosis and the plan. Many fixes your team can make on its own. New systems, software or added staff are quoted separately, by us or by anyone you choose.
We have more than two locations. Can we still do this?
Yes. We adjust the scope and the fee to your size and confirm both in writing before you commit.
Request a Patient Access & Operations Assessment.
Tell us about the practice and what is happening at the front desk. Manuel replies within 2 business days to confirm fit, the scope and the fixed fee. Nothing is billed until you approve the scope in writing.
Tell us about the practice
A few lines are enough. Leave out patient details; we only need to understand the operation.