The OBL Conversion Crisis

The call between inquiry and scheduling is where practice growth is won or quietly lost.

Hosted by Dianne Keen · with Jessica Walker, Founder & CEO at Care Sherpa

Guest

Jessica Walker

Founder & CEO at Care Sherpa

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About this episode

Turning call handling into a growth engine

In this episode, Dianne Keen is joined by Jessica Walker, CEO and founder of Care Sherpa, to explore why call handling is one of the most critical and overlooked drivers of practice growth. They discuss how transforming this role from a transactional task into a strategic, patient-focused function can significantly boost conversions and ROI.

The conversation highlights proven strategies for increasing patient engagement, improving conversion rates, and aligning marketing with operations to maximize revenue. Listeners will gain practical insights into building high-performing call teams, strengthening the patient journey, and creating a sustainable growth engine for their practice.

In this episode

Key discussion points

The Last Mile: Why the stage between patient inquiry and scheduling is critical for radiology practices, and how skilled call handling can turn initial interest into completed procedures and sustained growth.

Data-Driven Engagement: Using call tracking and performance analytics to identify patient trends, refine marketing strategies, and improve conversion rates across service lines.

Specialized Call Teams: The impact of dedicated, clinically knowledgeable, and sales-trained call handlers on building trust, reducing no-shows, and delivering measurable ROI.