The Practice Playbook.
Operational protocols our top members use to run profitable, owner-led practices. We will send the full playbook to your inbox.
- 01
Panel sizing for owner-led practices
How to think about your sustainable panel ceiling given your retention, your access promise, and your physician headcount. Includes the math underneath the PPA Capacity Planner.
- 02
Staffing the front desk for retainer panels
The role definition, hiring profile, compensation structure, and training pattern for the front-desk position in a membership practice. Different from an insurance-based front desk in ways most practices don't catch until year two.
- 03
Revenue cycle: what to keep and what to outsource
Membership practices have a smaller revenue-cycle surface than insurance practices, but the surface still exists, and the wrong decision about what to outsource costs real money. The chapter walks through the categories.
- 04
Hiring your first ops lead
Most concierge practices hit a ceiling at year two or three because the physician owner is doing operational work the physician shouldn't be doing. When to hire an ops lead, what to pay, how to structure the role, and how to know when it's working.
- 05
Pricing the membership relationship
How to think about your annual fee or monthly subscription. The chapter covers the market dynamics, the value-anchor question, the pricing-power question, and the practical operational impact of where you set the number.
- 06
Setting up Exclusive Member Offers for first-year savings
How PPA members typically realize the 14% average savings in their first quarter. Vendor-by-vendor sequence, the negotiation pattern, the change-management questions, and which categories pay off first.
- 07
The patient experience manager role
When to create it, what it owns, how it interacts with the clinical team, and how the role evolves as the panel grows. Members tell us this is the operational change with the highest leverage in a maturing concierge practice.
- 08
The first ninety days after a new member joins
The onboarding cadence that determines whether a new member renews. Includes the welcome-week protocol, the 30-day check-in, the 90-day review, and the metrics that predict year-one retention.
- 09
Marketing that fills a panel
Which channels actually work for filling a concierge panel, and which channels feel productive but produce members who don't renew. Channel-by-channel breakdown with cost-per-acquired-member ranges from PPA member practices.
- 10
The legal and contractual essentials
The agreements every concierge or DPC practice should have in place: patient membership agreement, employment contracts, non-compete language, partner agreements. Template-level guidance with the regional variations called out.