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Surgical quote-to-surgery conversion.
CLIENT CASE · CONVERT · OPHTHALMIC HOSPITAL
Queues, callbacks, and quotes gained consistent ownership: surgical quote conversion rose from 31% to 44%.
An ophthalmic hospital with three locations, 200 employees, and R$38 million in annual revenue changed service supervisors three times in one year. With each transition, queues grew, patient callbacks slowed, and surgical quotes lost follow-up. In six months, Leverage Now designed a service cadence owned by leadership rather than a supervisor and assigned every quote an owner. Monthly surgeries rose from 210 to 300 with the same operating rooms.
- Industry: Healthcare, ophthalmic hospital.
- Focus areas: Convert.
- Engagement: Six months.
- Reference product: Leverage Unlock.
31% → 44% surgical quote-to-surgery conversion
Evolução registrada em seis meses.
ANONYMIZED CLIENT CASE. Metrics reflect progress recorded during the stated project period.
Highlighted results
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Quotes followed up within 48 hours.
38 days → 19 days
Time from quote to patient decision.
210 → 300
Surgeries per month.
0%
Operating room capacity utilization.
35 min → 5 min
First-response time by phone and WhatsApp.
0%
Missed consultations.
3 in 10 months → 0 in 6 months
Service supervisor changes.
60 → 74
NPS.
R$3.15M → R$4.05M
Monthly revenue.
Os indicadores refletem a evolução registrada no projeto durante o período informado.
Starting point and challenge.
The service supervisor role opened in May, September, and October. With each transition, telemarketing, relationship, and reception teams lost their cadence: WhatsApp and phone queues grew, patient callbacks slipped, and only one-quarter of surgical quotes received follow-up. A new surgical-journey coordination role had no process to coordinate.
The challenge
Sixty-nine percent of cataract, refractive, and retinal quotes did not become surgery, and reasons were not recorded. Leadership treated monthly surgical variation as seasonality even though it tracked supervisor turnover.
The four methodology areas and five risks pointed to Convert as the priority.
APPROACH
From prioritization to execution.
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Diagnosis and prioritization
We measured all four methodology areas and rebuilt the funnel from phone call to surgery by location and physician. Because quotes lived on paper, CRM capture became the first initiative.
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A cadence that remains
We introduced one CRM queue, scheduling and callback scripts, confirmation at 48 and 24 hours, a five-minute service level, daily reporting by location, and leadership-owned routines. The supervisor role was redesigned to manage the cadence with a 30-day ramp, and the surgical-journey coordinator joined an established process.
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Quotes as opportunities
Every quote was recorded with procedure, value, physician, and reason. A five-touch cadence over 21 days covered financing, insurance, and scheduling. Each location received a surgical-journey consultant, mandatory loss reasons, and weekly physician-level reporting.
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Second wave: follow-up and referrals
Postoperative visits were booked before discharge, satisfaction was surveyed at follow-up, and referral requests included preventive exams for patients' family members.
What changed during the period.
Five-minute responses and appointment confirmation halved no-shows, bringing more patients to consultations from the same demand. Structured 21-day quote follow-up recovered patients with questions about price or scheduling: conversion rose by 13 points, and decision time fell from 38 to 19 days. The existing operating rooms absorbed 90 additional surgeries per month. The supervisor hired in month two inherited the cadence and dashboard and remains in role.
What changed in practice.
Antes
- Before
- Service cadence depended on the supervisor; three changes in one year
- Paper quotes; follow-up in 25% of cases
- Surgical variation treated as seasonality
- Operating rooms at 60% utilization
- Follow-up and referrals happened by chance
Depois
- After
- Leadership-defined queues, scripts, targets, and routines
- CRM quotes, 21-day cadence, and consultant by location
- Physician- and location-level funnel reveals where patients stop
- 85% utilization from the same demand
- Follow-up booked before discharge and a structured referral request
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