Healthcare revenue operations and healthcare CRM.
RVNOPS helps companies where marketing, admissions, clinical, and finance each keep their own numbers. Healthcare revenue operations, built on a healthcare CRM, gives those teams one set of numbers.
What usually goes wrong
Marketing counts calls and forms. Intake counts qualified inquiries and scheduled visits. Clinical teams count admissions or new patients. Finance sees payments later. Each team may use a different name, date, and source for the same person. Staff copy details between spreadsheets, the customer relationship management system (CRM), and the electronic health record (EHR). Referral sources get lost. Calls wait too long for follow-up. Old records stay open even after a person chooses another provider. Leaders cannot tell if weak results come from marketing, slow intake, limited capacity, or bad data. Forecasts then rely on guesses. A busy pipeline can look healthy while sites still miss admission or visit goals.
What Kevin has done before
Kevin Plumlee has led marketing, sales, technology, IT, finance, and hiring. He has owned budgets and profit and loss statements. He co-founded Dreamscape Marketing and grew it from 2 people to more than 80. After its sale to SPM Group, he led the integration of 4 companies. He later helped combine 8 more under Unlock Health. Kevin works in Salesforce, HubSpot, Dazos, and Kipu. He knows the daily work behind the reports, from campaign source data to intake follow-up, budgets, and revenue reviews.
- years in healthcare growth
- 15+
- healthcare organizations
- 300+
- in managed media
- $500M+
- private equity transactions
- 2
What we plan with your team
We map how an inquiry becomes an admission or first visit. Then we set clear stages, owners, data rules, and reports across marketing, intake, clinical teams, and finance.
- 1A written pipeline from first inquiry through admission or first visit, with one clear meaning for each stage.
- 2A healthcare CRM plan with useful fields, owners, tasks, follow-up rules, and access based on each role.
- 3Clean source data that connects ads, calls, forms, and referrals to intake results.
- 4A plan for sharing the right status data between the CRM and EHR while keeping each system's purpose clear.
- 5Reports for response time, contact rate, qualified inquiries, scheduled care, admissions, new patients, cost, and revenue.
- 6A forecast by service and location that uses current demand, conversion rates, timing, and available capacity.
How healthcare revenue operations improves growth
Define the care pipeline
A pipeline is the set of steps from first inquiry to care. We define those steps with marketing, intake, clinical teams, and finance. Each stage gets one name, one meaning, and one owner.
The steps may include new inquiry, contact made, qualified, scheduled, admitted, or first visit completed. We also define closed reasons. This shows why people did not move forward.
Improve intake and call center follow-up
We review calls, forms, assignments, response time, and follow-up attempts. We find where inquiries wait, move to the wrong site, or lose an owner.
The team sets practical response targets and a clear follow-up plan. Tasks and alerts help staff act while the person is still looking for care. Managers can see overdue work without reading every record.
Set up the healthcare CRM and clean the data
We help your team shape the CRM around the real intake process. Fields, stages, user access, and required details support the work instead of adding more clicks.
Your team removes duplicate fields, with our guidance, and you agree on naming rules. You also decide which data belongs in the CRM and which belongs in the EHR. Clean records make reports useful and protect staff time.
Build reports every team can trust
Marketing needs to know which sources bring qualified demand. Intake needs response and conversion measures. Finance needs cost and revenue tied to services and locations.
We write the rules behind each measure. Then we test totals against source systems. A shared scorecard lets leaders review the same facts and act on the cause of a problem.
Forecast admissions, visits, and revenue
A forecast estimates future results from work already in the pipeline. We use inquiry volume, stage conversion, expected timing, and site capacity. The forecast can show where demand is short or intake work is stalled.
Leaders can compare the forecast with budgets and care capacity. This helps marketing, operations, and finance plan from the same view.
What your team owns
- A written pipeline with stage names, definitions, owners, and closed reasons.
- CRM fields, access rules, task rules, and follow-up standards your team can maintain.
- A data guide that shows where each source, status, and result is stored.
- A shared scorecard for marketing, intake, operations, and finance.
- A forecast process that managers can update as demand and capacity change.
Related services
- AI Voice & Chat AI voice and chat can capture inquiries and route them into the right intake process.
- Digital Marketing Healthcare marketing should connect campaign spend to qualified calls and patient results.
- Systems Architecture Healthcare technology consulting maps how the CRM, EHR, phone, and reporting tools share data.
Questions about this service
What is revenue operations in healthcare?
Healthcare revenue operations connects marketing, intake, sales, clinical operations, and finance around one process. It defines how an inquiry moves toward an admission or first visit. It also sets shared data and reporting rules. The goal is to help teams find growth problems, assign work, and make budget choices from the same facts.
Which CRM is best for a healthcare company?
The right CRM depends on your services, intake process, team size, current tools, and reporting needs. Salesforce and HubSpot can support many healthcare sales and intake teams. Dazos serves behavioral health growth work. Kipu includes EHR and CRM tools for behavioral health. We assess the process first, then advise whether to fix, replace, or better connect the current system.
How do you measure cost per admission or new patient?
Start with total marketing cost for a set period and a clear count of admissions or new patients tied to that work. Source tracking must follow calls, forms, and referrals into intake and the final care result. Teams also need rules for shared costs and missing sources. We document those rules so finance and marketing calculate the measure the same way.
How should a healthcare CRM work with an EHR?
The CRM should manage inquiries, outreach, referral activity, and follow-up before care. The electronic health record should manage clinical and patient records. The systems can share needed status details without copying every field. We define what moves between them, who can see it, and which system is the source for each fact.
What intake metrics should healthcare leaders track?
Useful measures include response time, contact rate, qualified inquiry rate, scheduled care, admissions or first visits, closed reasons, and time in each stage. Leaders should also compare results by source, service, site, and staff assignment. The exact scorecard should match how the company delivers care and earns revenue.
How does healthcare revenue forecasting work?
A useful forecast starts with current inquiries and their pipeline stages. It applies recent conversion rates and expected timing to estimate admissions, first visits, and revenue. Capacity also matters because a full site cannot take every qualified person. The forecast should be updated often and compared with actual results so managers can improve its assumptions.
Let's talk about the numbers your teams do not share.
Tell us which reports never seem to match. Kevin Plumlee reads every message and usually replies within one business day.