Transforming Operations and Leadership at a Healthcare Company

Overview

A rapidly growing healthcare organization faced scaling challenges as it expanded across multiple locations. While the company saw strong sales at individual sites, its operations framework struggled to keep up, leading to poor client outcomes, negative provider reviews, and high employee turnover.

The Challenge

The operations team was struggling to get its head above water and separate themselves from the chaos to plan strategically:

• Disorganization and inefficiency as the team struggled to keep pace with rapid growth.
• Lack of clarity in roles and responsibilities, leaving employees unsure of how their work supported the larger business.
• High turnover and low morale due to inconsistent management practices and lack of direction.
• Negative client outcomes and provider reviews, which impacted overall customer satisfaction and brand reputation.

The Solution

To address these challenges, we developed and led a customized operations playbook and leadership coaching initiative using the Four Disciplines of Execution (4DX) framework. This approach focused on clear role definition, consistent performance measurement, and the development of a strong management culture:

1. Customized Operations Framework & Playbook
   • Worked with leadership teams to define a repeatable operations framework, ensuring everyone understood their roles and how they contributed to the organization's success.
   • Developed and implemented performance indicators (KPIs) for every team member to track daily progress and align individual goals with broader organizational objectives.
2. Leadership & Management Coaching
   • Partnered with local leadership to implement management best practices, focusing on building effective one-on-ones, improving communication, and ensuring a clear reporting structure.
   • Provided personalized coaching to managers, helping them shift from firefighting to proactive leadership.
3. Sustaining Change through Consistent Presence
   • Overcame challenges of program consistency by providing physical presence and regular follow-ups at locations, ensuring that momentum was maintained and the new practices were sustained over time.

The Results

• Improved Operations Efficiency: The team moved from reactive firefighting to a well-organized, results-oriented operation, with clearly defined roles and responsibilities.
• Increased Employee Engagement & Retention: Employee turnover significantly decreased, and morale improved, driven by the human-centered approach to management and clear expectations.
• Stronger Leadership Culture: Leaders were equipped with the skills to manage their teams more effectively, resulting in higher accountability and better team performance.
• Positive Client Outcomes: With a stronger operational backbone, the company saw improved client satisfaction, with better provider reviews and fewer client complaints.

Key Takeaways

• A customized approach that addresses the unique needs of each team can lead to more sustainable, impactful change.
• Human-centered management practices focusing on individual motivation and clear communication are key to turning around a team’s culture.
• Consistency is critical; physical presence and ongoing coaching are necessary to ensure change is sustained over time.
• Clear performance indicators and role clarity not only improve efficiency but also foster accountability, leading to a more cohesive and high-performing team.

Clear systems and structured management practices are the foundation of a high-performing organization. By implementing a repeatable operations framework and strengthening leadership capabilities, this company transformed chaotic, reactive teams into organized, engaged, and accountable contributors. This approach not only improved employee retention and morale but also drove better business outcomes, proving that well-defined systems and human-centered leadership are essential for sustainable growth.