From Referral Chaos to Control: A Practice Leader’s Journey
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From Referral Chaos to Control: A Practice Leader’s Journey
November 19, 2026
Referrals mean new patients, and new patients keep a practice sustainable, especially in the slow months after the year-end surgical rush. Yet many practices lack a clear picture of how many referrals they receive or where they stall. In this candid panel, two orthopedic practice operators share what referral management looked like before and after optimizing their process, the hardest lessons that only surfaced after launch, and what they would do differently. Walk away with practical ideas you can apply the next day, whatever EHR or PM system you use.
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Learning Objectives
- Spot the Red Flags: Pinpoint the subtle signs of an unmanaged referral process, including hidden tracking blind spots and uncaptured patient volume.
- Map the Transformation: Contrast day-to-day operations before and after a referral overhaul to set realistic timelines and milestones for your team.
- Navigate Implementation Pitfalls: Prepare for common change management hurdles and apply post-launch operational lessons to avoid mid-transition disruptions.
- Execute Immediate Quick Wins: Identify actionable, high-impact steps your practice can implement right away—no matter your practice size or current EHR/PM system.
- Protect Practice Revenue: Quantify the direct link between referral capture rate and financial health to buffer your practice against slow surgical seasons.
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Craft Hayes
President & Chief Revenue Officer, Hatch
Craft Hayes serves as President and Chief Revenue Officer at Hatch, leveraging his expertise in building scalable, repeatable growth processes for healthcare organizations. His cross-industry experience spans provider systems, payors, employers, and individual healthcare consumers, driving alignment across every corner of the healthcare ecosystem.
Misty Sullivan
Care Center Administrator, Proliance Rainier Orthopedic Institute and The Surgery Center at Rainier
Misty Sullivan is the Care Center Administrator at Proliance Rainier Orthopedic Institute and The Surgery Center at Rainier. With over a decade of healthcare experience, she holds an MBA and a BS in Healthcare Systems Management. Misty leads operations, chairs the referral work group, serves on the Data Advisory Committee, and contributes to Proliance’s Diversity, Equity, and Inclusion Committee.