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The Business of a Clinic (BOAC)
The Business of a Clinic (BOAC) is a podcast for private healthcare leaders who want to run not just a great clinic, but a great business. Each episode explores the overlooked commercial side of healthcare — how to grow revenue, improve patient retention, fill empty calendars, and build high-performing front-office teams.
Hosted by the team at Coherent and led by founder Jared Aaron, we sit down weekly with clinic owners, practice managers, and industry experts to unpack the real challenges behind no-shows, cancellations, and disengaged patients, and share practical frameworks and playbooks that any clinic can apply.
If you’re a private healthcare operator such as dentist, aesthetic practitioner, chiropractor, physio, or private GP looking to bridge the gap between excellent care and effective business operations, this is your roadmap to running a clinic that thrives — for your patients, your staff, and your bottom line.
The show is hosted by Coherent: Coherent Healthcare is a Clinic Revenue Winback company, helping private healthcare practices unlock hidden revenue. By rebooking no-shows, cancellations, and lapsed patients — and by simplifying how clinics collect payments — Coherent enables practitioners to fill their diaries, improve cashflow, and focus more on patient care.
The Business of a Clinic (BOAC)
Clinic Sales Desk: Front Desk vs Sales, from £1m to £5m
Use Left/Right to seek, Home/End to jump to start or end. Hold shift to jump forward or backward.
Reception can’t run your pipeline. Episode 04 defines a Clinic Sales Desk — the dedicated function for converting enquiries, taking deposits, and re-engaging lapsed patients. We cover ownership of revenue, why “sales” in healthcare is patient guidance, and a practical framework to grow from £1.2m to £5m without adding headcount prematurely.
Show notes (bullet highlights)
- Sales Desk vs Front Desk: Separate functions; sales = conversion, deposits, show-up rate, and recall.
- Ownership: Revenue is an owner-level accountability; practice managers are stretched — don’t bury sales under admin.
- Redefining “Sales”: Not pushy — it’s discovery and guidance from problem to solution.
- Apple analogy: Fast triage, delightful support, consistent follow-up — build that layer around your clinic.
- ROI > revenue: Uplift plus continuity (no single-point failure), process, and readiness for campaigns/new services.
- Scaling from £1.2m: 1) Plug the bucket (no-shows/cancellations), 2) instrument the funnel & unit economics, 3) then scale acquisition.
- Capacity reality: You may hit site limits before £5m; don’t open site two until playbooks work in site one.
- Legacy list: Typically 5–15% re-engagement potential with consistent outreach.
Pull quotes / audiograms (5)
- “A Sales Desk is a function, not a person — and its metric is revenue.”
- “Reception’s job is the person in front of them; pipeline is a different job.”
- “Sales in healthcare isn’t pressure — it’s guiding a patient to the right solution.”
- “If recall pauses every time the clinic gets busy, you don’t have a revenue function.”
- “Stop the leaks first, measure the funnel second, then scale acquisition.”