Align builds the sales operating system behind admissions and business development so leadership can scale revenue without chaos. Sales ops is the infrastructure: process, data, systems, coaching loops, and accountability. When it is done correctly, conversion improves, cost per admit drops, forecasting becomes reliable, and performance is manageable at scale.
Who this is for
- Organizations with high lead volume but inconsistent conversion and no clear root-cause visibility.
- Teams using Salesforce (or another CRM) as a database instead of a workflow engine.
- Leadership groups that cannot confidently answer:
Where are we losing leads? Why? Who is performing? What is the true cost per admit? - Facilities scaling multiple locations, multiple LOCs, or multiple marketing channels.
The problem we solve (direct)
Sales ops fails when:
- Metrics are lagging, inconsistent, or manipulated by poor definitions.
- No one owns the end-to-end funnel across marketing → intake → clinical review → financial clearance → admit.
- CRMs are overbuilt, underused, and disconnected from call systems and scheduling tools.
- Coaching is opinion-based, not data-based.
- “Speed to lead” is treated like a slogan instead of a measurable SLA.
- Forecasting is fantasy because the pipeline is dirty.
Align fixes this by installing a sales ops system that makes performance visible and controllable.
What Align delivers
1) Funnel Architecture and Definitions
- Unified funnel model: Lead → Contact → Qualified → Clinical Fit → Financial Clearance → Scheduled → Admitted
- Clear definitions for each stage and required data fields (no ambiguity)
- Loss reasons standardized to isolate true friction (clinical, financial, payer, speed, competition)
2) Process Design and Governance
- Intake workflow mapping and redesign (handoffs, escalations, approvals)
- SLAs for speed-to-lead, follow-up cadence, and status updates
- Escalation playbooks for stalled cases, urgent clinical needs, and payer friction
- Daily management system: huddles, pipeline reviews, and leadership cadence
3) CRM and Systems Optimization
- CRM configured to support workflow, not documentation
- Stage automation, task management, reminders, and standardized notes
- Data hygiene rules: required fields, audit routines, and exception reporting
- Integration strategy: call tracking, texting, scheduling, marketing attribution, EMR handoff
4) Performance Management and Coaching Loops
- Rep scorecards built on leading indicators (attempts, talk time, speed, follow-up compliance) and outcomes (conversion, admits)
- Call review standards and coaching cadence
- Script development and objection handling library
- Training ramp plans for new hires with measurable proficiency gates
5) Forecasting and Executive Reporting
- Pipeline forecasting model by stage probability and time-to-convert
- Weekly executive dashboard: volume, conversion, payer mix, CPL/CPA, show rate, admit rate, churn/AMA impact
- Root-cause analysis reporting: where leaks are happening and what to fix next
6) Revenue Leakage Controls (Sales Ops meets RCM reality)
- Insurance verification workflow discipline (VOB, benefits, limitations)
- Utilization review and authorization readiness coordination
- Documentation standards that reduce denials and prevent mid-stay blowups
- Clean handoff into billing and clinical to protect revenue capture
Execution approach (phased)
Phase 1: Diagnose + Map (Weeks 1–3)
- Funnel data review, call flow audit, CRM assessment, process mapping
- Identify leakage points and define “truth” metrics
- Build the sales ops blueprint: stages, SLAs, reporting, governance
Phase 2: Build + Implement (Weeks 4–8)
- Configure CRM/workflows, standardize definitions, deploy dashboards
- Install SLAs and meeting cadence
- Train team on workflows, scripts, and performance expectations
Phase 3: Optimize + Scale (Weeks 9–16+)
- Run weekly performance reviews and coaching loops
- Improve conversion through targeted experiments (speed, sequencing, scripting, segmentation)
- Expand reporting to multi-site and multi-LOC forecasting
Signature deliverables
- Sales Funnel Blueprint (stages, definitions, loss reasons, required fields)
- Admissions Sales Playbook (scripts, objections, follow-up cadence, escalation guides)
- CRM Configuration Requirements (workflow design + data governance)
- SLA Pack (BD → Admissions, speed-to-lead, follow-up standards, closed-loop reporting)
- Scorecards + Dashboards (rep, team, and executive view)
- Training Ramp + QA Standards (onboarding, call reviews, coaching system)
- Forecast Model (pipeline probability and time-to-admit)
Outcome language you can reuse
- “We convert your CRM from a filing cabinet into a revenue operating system.”
- “We reduce funnel leakage by making process friction visible and measurable.”
- “We install sales governance so performance is managed with data, not anecdotes.”
- “We improve conversion and forecasting without adding headcount.”
What makes Align different
Most groups treat sales ops as software configuration. Align treats it as an operating discipline:
- Process first
- Definitions and truth metrics
- System design that forces the right behaviors
- Coaching loops tied to data
- Revenue protection integrated with payer reality