KPIs for Multi-Site Healthcare Network

Business Context

You’re the analytics lead for CareBridge Health, a multi-site healthcare organization operating 40 outpatient clinics across 6 states, plus a growing telehealth offering. CareBridge handles ~220k appointment requests/month, ~140k completed visits/month, and bills a mix of commercial insurance, Medicare/Medicaid, and self-pay. Leadership is preparing for an expansion into 10 new sites, but the COO is concerned about uneven performance across clinics and rising patient complaints about access.

Over the last 8 weeks, CareBridge launched a redesigned online scheduling experience (web + mobile) intended to reduce call center volume. Since launch:

Online appointment request volume is up 18%, but
Completed visits are down 6% overall, and
No-show rate increased in 9 clinics.

Stakeholders are asking:

The CEO wants a small set of executive KPIs (“Are we growing? Are patients getting care? Are we financially healthy?”).
The VP of Operations wants actionable drivers by clinic (capacity, staffing, scheduling, cancellations).
The Chief Medical Officer wants quality and safety guardrails (clinical outcomes proxies, follow-up adherence).
The Compliance team requires metrics that can be audited and don’t incentivize inappropriate care (e.g., unnecessary visits).

Available Data

Source	Description	Notes
ehr_encounters	Visit/encounter records: visit type, diagnosis codes, provider, timestamps, disposition	Authoritative for completed care
scheduling_events	Online scheduling funnel events (search, slot view, booking submit, confirmation)	Web/app instrumentation
call_center_logs	Inbound calls, reason codes, hold time, abandoned calls, call outcomes	Used to track access + deflection
provider_roster	Provider schedules, clinic hours, appointment templates, capacity blocks	For supply/capacity modeling
claims_billing	Charges, allowed amount, collections, denials, payer mix	Lagging financials
patient_feedback	NPS/CSAT, complaint categories, free-text tags	Patient experience
patient_master	Patient demographics, risk flags, chronic conditions registry, preferred language	Equity + segmentation

Your Task (What you must produce)

Define a KPI hierarchy for a multi-site healthcare org:
- 1 North Star metric suitable for exec reporting.
- 6–10 supporting KPIs spanning Access, Utilization, Clinical quality/safety, Patient experience, and Financial health.
- For each KPI: definition, owner, and decision it informs.
Design an “Access & Scheduling” funnel from intent → booked → arrived → completed → follow-up, including:
- Exact event definitions (what counts as a request, booking, cancellation, no-show, completion).
- How you handle edge cases (reschedules, duplicate bookings, walk-ins, telehealth conversions).
Diagnose the -6% completed visits decline despite +18% online requests:
- Provide a decomposition plan to isolate whether the issue is demand quality, conversion, capacity, operations, or data instrumentation.
- Specify at least 4 segment cuts (e.g., clinic, payer, visit type, new vs existing).
Set initial benchmarks/targets:
- Use realistic healthcare ops benchmarks (even if approximate) and explain how you’d refine them using CareBridge historical baselines.
Recommend 3–5 actions you would take in the next 30 days, and list guardrail metrics to ensure changes don’t harm quality, equity, or compliance.

Constraints:

Some clinics are union-staffed; capacity changes may take 4–6 weeks.
Telehealth is available only in 3 states due to licensing.
Leadership wants a dashboard that supports clinic-level accountability without penalizing clinics serving higher-acuity populations.

Business Context

Over the last 8 weeks, CareBridge launched a redesigned online scheduling experience (web + mobile) intended to reduce call center volume. Since launch:

Online appointment request volume is up 18%, but
Completed visits are down 6% overall, and
No-show rate increased in 9 clinics.

Stakeholders are asking:

The CEO wants a small set of executive KPIs (“Are we growing? Are patients getting care? Are we financially healthy?”).
The VP of Operations wants actionable drivers by clinic (capacity, staffing, scheduling, cancellations).
The Chief Medical Officer wants quality and safety guardrails (clinical outcomes proxies, follow-up adherence).
The Compliance team requires metrics that can be audited and don’t incentivize inappropriate care (e.g., unnecessary visits).

Available Data

Source	Description	Notes
ehr_encounters	Visit/encounter records: visit type, diagnosis codes, provider, timestamps, disposition	Authoritative for completed care
scheduling_events	Online scheduling funnel events (search, slot view, booking submit, confirmation)	Web/app instrumentation
call_center_logs	Inbound calls, reason codes, hold time, abandoned calls, call outcomes	Used to track access + deflection
provider_roster	Provider schedules, clinic hours, appointment templates, capacity blocks	For supply/capacity modeling
claims_billing	Charges, allowed amount, collections, denials, payer mix	Lagging financials
patient_feedback	NPS/CSAT, complaint categories, free-text tags	Patient experience
patient_master	Patient demographics, risk flags, chronic conditions registry, preferred language	Equity + segmentation

Your Task (What you must produce)

Define a KPI hierarchy for a multi-site healthcare org:
- 1 North Star metric suitable for exec reporting.
- 6–10 supporting KPIs spanning Access, Utilization, Clinical quality/safety, Patient experience, and Financial health.
- For each KPI: definition, owner, and decision it informs.
Design an “Access & Scheduling” funnel from intent → booked → arrived → completed → follow-up, including:
- Exact event definitions (what counts as a request, booking, cancellation, no-show, completion).
- How you handle edge cases (reschedules, duplicate bookings, walk-ins, telehealth conversions).
Diagnose the -6% completed visits decline despite +18% online requests:
- Provide a decomposition plan to isolate whether the issue is demand quality, conversion, capacity, operations, or data instrumentation.
- Specify at least 4 segment cuts (e.g., clinic, payer, visit type, new vs existing).
Set initial benchmarks/targets:
- Use realistic healthcare ops benchmarks (even if approximate) and explain how you’d refine them using CareBridge historical baselines.
Recommend 3–5 actions you would take in the next 30 days, and list guardrail metrics to ensure changes don’t harm quality, equity, or compliance.

Constraints:

Some clinics are union-staffed; capacity changes may take 4–6 weeks.
Telehealth is available only in 3 states due to licensing.
Leadership wants a dashboard that supports clinic-level accountability without penalizing clinics serving higher-acuity populations.

Business Context

Over the last 8 weeks, CareBridge launched a redesigned online scheduling experience (web + mobile) intended to reduce call center volume. Since launch:

Online appointment request volume is up 18%, but
Completed visits are down 6% overall, and
No-show rate increased in 9 clinics.

Stakeholders are asking:

The CEO wants a small set of executive KPIs (“Are we growing? Are patients getting care? Are we financially healthy?”).
The VP of Operations wants actionable drivers by clinic (capacity, staffing, scheduling, cancellations).
The Chief Medical Officer wants quality and safety guardrails (clinical outcomes proxies, follow-up adherence).
The Compliance team requires metrics that can be audited and don’t incentivize inappropriate care (e.g., unnecessary visits).

Available Data

Source	Description	Notes
ehr_encounters	Visit/encounter records: visit type, diagnosis codes, provider, timestamps, disposition	Authoritative for completed care
scheduling_events	Online scheduling funnel events (search, slot view, booking submit, confirmation)	Web/app instrumentation
call_center_logs	Inbound calls, reason codes, hold time, abandoned calls, call outcomes	Used to track access + deflection
provider_roster	Provider schedules, clinic hours, appointment templates, capacity blocks	For supply/capacity modeling
claims_billing	Charges, allowed amount, collections, denials, payer mix	Lagging financials
patient_feedback	NPS/CSAT, complaint categories, free-text tags	Patient experience
patient_master	Patient demographics, risk flags, chronic conditions registry, preferred language	Equity + segmentation

Your Task (What you must produce)

Define a KPI hierarchy for a multi-site healthcare org:
- 1 North Star metric suitable for exec reporting.
- 6–10 supporting KPIs spanning Access, Utilization, Clinical quality/safety, Patient experience, and Financial health.
- For each KPI: definition, owner, and decision it informs.
Design an “Access & Scheduling” funnel from intent → booked → arrived → completed → follow-up, including:
- Exact event definitions (what counts as a request, booking, cancellation, no-show, completion).
- How you handle edge cases (reschedules, duplicate bookings, walk-ins, telehealth conversions).
Diagnose the -6% completed visits decline despite +18% online requests:
- Provide a decomposition plan to isolate whether the issue is demand quality, conversion, capacity, operations, or data instrumentation.
- Specify at least 4 segment cuts (e.g., clinic, payer, visit type, new vs existing).
Set initial benchmarks/targets:
- Use realistic healthcare ops benchmarks (even if approximate) and explain how you’d refine them using CareBridge historical baselines.
Recommend 3–5 actions you would take in the next 30 days, and list guardrail metrics to ensure changes don’t harm quality, equity, or compliance.

Constraints:

Some clinics are union-staffed; capacity changes may take 4–6 weeks.
Telehealth is available only in 3 states due to licensing.
Leadership wants a dashboard that supports clinic-level accountability without penalizing clinics serving higher-acuity populations.

Business Context

Over the last 8 weeks, CareBridge launched a redesigned online scheduling experience (web + mobile) intended to reduce call center volume. Since launch:

Online appointment request volume is up 18%, but
Completed visits are down 6% overall, and
No-show rate increased in 9 clinics.

Stakeholders are asking:

The CEO wants a small set of executive KPIs (“Are we growing? Are patients getting care? Are we financially healthy?”).
The VP of Operations wants actionable drivers by clinic (capacity, staffing, scheduling, cancellations).
The Chief Medical Officer wants quality and safety guardrails (clinical outcomes proxies, follow-up adherence).
The Compliance team requires metrics that can be audited and don’t incentivize inappropriate care (e.g., unnecessary visits).

Available Data

Source	Description	Notes
ehr_encounters	Visit/encounter records: visit type, diagnosis codes, provider, timestamps, disposition	Authoritative for completed care
scheduling_events	Online scheduling funnel events (search, slot view, booking submit, confirmation)	Web/app instrumentation
call_center_logs	Inbound calls, reason codes, hold time, abandoned calls, call outcomes	Used to track access + deflection
provider_roster	Provider schedules, clinic hours, appointment templates, capacity blocks	For supply/capacity modeling
claims_billing	Charges, allowed amount, collections, denials, payer mix	Lagging financials
patient_feedback	NPS/CSAT, complaint categories, free-text tags	Patient experience
patient_master	Patient demographics, risk flags, chronic conditions registry, preferred language	Equity + segmentation

Your Task (What you must produce)

Define a KPI hierarchy for a multi-site healthcare org:
- 1 North Star metric suitable for exec reporting.
- 6–10 supporting KPIs spanning Access, Utilization, Clinical quality/safety, Patient experience, and Financial health.
- For each KPI: definition, owner, and decision it informs.
Design an “Access & Scheduling” funnel from intent → booked → arrived → completed → follow-up, including:
- Exact event definitions (what counts as a request, booking, cancellation, no-show, completion).
- How you handle edge cases (reschedules, duplicate bookings, walk-ins, telehealth conversions).
Diagnose the -6% completed visits decline despite +18% online requests:
- Provide a decomposition plan to isolate whether the issue is demand quality, conversion, capacity, operations, or data instrumentation.
- Specify at least 4 segment cuts (e.g., clinic, payer, visit type, new vs existing).
Set initial benchmarks/targets:
- Use realistic healthcare ops benchmarks (even if approximate) and explain how you’d refine them using CareBridge historical baselines.
Recommend 3–5 actions you would take in the next 30 days, and list guardrail metrics to ensure changes don’t harm quality, equity, or compliance.

Constraints:

Some clinics are union-staffed; capacity changes may take 4–6 weeks.
Telehealth is available only in 3 states due to licensing.
Leadership wants a dashboard that supports clinic-level accountability without penalizing clinics serving higher-acuity populations.

Interview Guides

Business Context

Available Data

Your Task (What you must produce)

KPIs for Multi-Site Healthcare Network

Business Context

Available Data

Your Task (What you must produce)

Your Answer

KPIs for Multi-Site Healthcare Network

Business Context

Available Data

Your Task (What you must produce)

KPIs for Multi-Site Healthcare Network

Business Context

Available Data

Your Task (What you must produce)

Your Answer