In July, we hosted our Q3 Platform Showcase, where we unveiled the next evolution of the Hatch platform.

Our CEO, Chris Poole, kicked things off by highlighting a critical shift in the healthcare landscape:

The traditional ways of generating referrals are no longer enough to sustain growth. Studies show that 50% of the 100 million annual referrals to specialists go uncompleted. Furthermore, 37% of employers are now using navigation tools to guide their employees' care. It's clear that a new approach is needed.

The future of growth lies in the specialty group's ability to attract, convert, and operationalize non-traditional, high-yield referral sources.

This market shift set the stage for our latest platform evolution, designed to empower you to win in this new channel-based referral ecosystem.

Watch the 2-Minute Recap

Evolving the Referral Growth Platform

Our VP of Product, Justin Hoffman, walked through our expanded platform, which is purpose-built to help you create, manage, and measure your modern referral growth efforts. We've evolved from chat to a channel & partner-centric solution with three core components.

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Hatchways: Your Partner-Specific Digital Front Door

We’re excited to introduce Hatchways, which are customizable digital front doors for your practice. You can create unique, co-branded experiences for specific partners like employers or navigators, highlighting targeted services and resources.

These dedicated pathways allow you to offer a member-level experience, featuring services like clinical chat, priority scheduling, and digital referral intake. Because each partner gets their own link, you can easily deploy them on your website, in QR codes on flyers, in email campaigns, or even within an employer's HR system.

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Partner Referral Workflows: Centralize and manage non-traditional referral complexity

While aggregator, navigator, and employer channels bring qualified, activated patients, they also come with complexity. To address this, our platform now centralizes these intricate referral workflows.

Special instructions for each partner are attached directly to their referrals, ensuring your team always knows the specific requirements, like a one-hour confirmation time or a 24-hour scheduling window. This eliminates the need for juggling spreadsheets and helps reduce referral triage time by a significant portion—we've seen a 33% reduction with one large practice customer. It also helps you track the patient's entire journey, from scheduled to surgery conversion.

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Referral Growth Intelligence: Measure What Matters

With digital intake and centralized workflows, you gain access to powerful new insights. Our dashboards provide a clear view of your referral landscape, showing you which partners and channels are driving the most volume and yielding the highest value.

You can track key metrics like your team's triage time, time to schedule, and surgical conversion rates for each partner. This data not only helps you understand your internal performance but also empowers you to have more strategic conversations with your referral partners, strengthening those relationships by demonstrating the quality and efficiency of the service you provide.

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CEO Insights: Crossing the modern referral growth gap

Our event culminated in a panel discussion with three innovative CEOs who are actively navigating this new growth landscape.

They reinforced the need for a modern approach and shared how they are focusing their efforts.

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Troy's insight: Centralize to Manage Complexity

Troy Simonson, CEO of Proliance Surgeons, emphasized that as they engage with more value-based aggregators and navigators, the complexity becomes unmanageable without a centralized system. Each partner has a different pathway into their large practice, creating internal challenges. By centralizing these "B2B" referral workflows with Hatch, they've created efficiencies, reduced the time it takes to get a patient to the right spot from 15 minutes to 5, and improved the experience for both the patient and the internal care teams.

Quotable moments:

• "The challenge with, I would say, all the employer aggregators is every one of them seem to have a different pathway inside of our practice, and partly due to our size. And I would say, just even some of our own internal complexities that we create. It really became essentially unmanageable."

• "So ultimately it has created a lot of efficiencies inside our practice."

• "But it was taking us about 15 min to shuttle the patient kind of through our system to get them to an appointment–get them to the right spot. by having all the rules kind of inside the tool. Where people don't have to look at multiple spreadsheets to figure out where this patient needs to go. We've reduced that to about 5 min."

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Anthony's Insight: Optimize Yield with a Concierge Approach

In a market like Texas where patient volume isn't the primary issue, Anthony Brooks, CEO of OrthoLoneStar, is focused on strategic growth and optimizing patient yield. They use Hatch to power "QuickOrtho," a concierge access program for select employers. This strategy allows them to provide a higher level of service to attract the specific types of patients they want from a payer mix standpoint, effectively putting these high-value relationships at the front of the line.

Quotable moments:

• "So how do we get the kind of patient that we really want?"

• "We feel like a direct-to-employer strategy gives them that concierge access and kind of puts them to the front of the line and really kind of curtails our business model towards that."

• "Specifically, we really want to control that dynamic where we can, we feel that the orthopedic surgeons are the best place to do that...we've enjoyed working with Hatch and trying to make that successful."

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Rich's insight: Differentiate with a Modern, Digital-First Experience

Rich Green, CEO of DMOS, explained that his practice has invested heavily in digital access to win in a competitive market. Their philosophy is that the future patient is a consumer who expects to interact via a screen. By making it easy for patients to get information and access care through their Hatch-powered virtual platform, they've seen great growth in their urgent injury clinics. This digital-first approach simplifies the patient journey and creates a strategic advantage that is already generating interest from other healthcare partners in their market.

Quotable moments:

• "...the future patient is a consumer generation. Alpha is not going to do anything unless they interact with the screen, and if you don't have an ability or a hatchway as it were to be able to get into your clinic, you're going to be missing a point in 10 years."

• "We invested heavily in our urgent injury clinics. And we found many of the people that interact with with our VirtualDMOS, which is our white-label Hatchway, were simply asking, was this something I should come in for? And having that clarification justification allowed them to say, yeah, I'll drive 15 min to go see it."

• "I think, having a hatch white label to owning it, owning that as part of us has really brought a strategic advantage, and we're getting interest in the market..."

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Ready to Build Your Growth Playbook?

We are incredibly excited to continue building the future of referral growth with all of you. If you're ready to explore how our evolved platform can help you win the channels you care about, our team would love to connect and discuss it in more detail.