VIP Client Management — Healthcare & Allied Health Edition
A dedicated procedure for managing high-value patients with personalised service, proactive engagement, and priority access to ensure retention and growth.
Purpose
To deliver an elevated service experience for the organisation most valuable patients, strengthening loyalty, maximising lifetime value, and creating advocates for the business.
Scope
Applies to all patients classified as VIP based on revenue contribution, strategic importance, or growth potential, covering day-to-day service, periodic reviews, and issue resolution.
Prerequisites
- VIP patient criteria defined and approved by senior management
- Dedicated account managers assigned to each VIP patient
- VIP service protocols documented and communicated to all relevant staff
- CRM system configured to flag and prioritise VIP patient interactions
Includes safeguards for Australian Privacy Principles (APPs), Medicare compliance, and health record management under the My Health Records Act. All patient data handling follows AHPRA guidelines.
Step-by-Step Procedure
Identify and Classify VIP Patients
Review the patient base against the VIP criteria and maintain an up-to-date VIP patient register.
- 1.1Evaluate patients against revenue, strategic value, and growth potential criteria
- 1.2Assign VIP status in the CRM system and flag their accounts accordingly
- 1.3Notify relevant teams of new VIP designations
Assign a Dedicated Account Manager
Appoint a named account manager for each VIP patient who will serve as their primary point of contact and advocate within the organisation.
- 2.1Match each VIP patient with an account manager based on expertise, industry knowledge, and capacity
- 2.2Introduce the account manager to the patient through a personalised communication
- 2.3Provide the account manager with a comprehensive briefing on the patient history, preferences, and goals
- Continuity of the account manager relationship is highly valued by VIP patients
Create the Patient Service Plan
Develop a personalised service plan for each VIP patient outlining communication frequency, service standards, and proactive engagement activities.
- 3.1Define the preferred communication channels and frequency for the patient
- 3.2Clinical record any special requirements, preferences, or sensitivities
- 3.3Schedule regular check-in meetings and quarterly business reviews
- 3.4Set specific service level targets that exceed standard patient thresholds
Conduct Regular Proactive Check-Ins
Contact VIP patients on a regular schedule to assess satisfaction, share relevant updates, and identify opportunities or concerns early.
- 4.1Prepare for each check-in by reviewing the patient recent activity, open tickets, and account health
- 4.2Discuss current satisfaction, upcoming needs, and any concerns
- 4.3Share relevant treatment updates, industry insights, or exclusive opportunities
Prioritise VIP Issue Resolution
Ensure that any issues raised by VIP patients are handled with priority, with accelerated escalation paths and more frequent communication.
- 5.1Route VIP patient tickets to the priority queue automatically
- 5.2Assign senior or specialist staff to handle VIP issues
- 5.3Provide more frequent status updates to the VIP patient during issue resolution
- Even minor issues for VIP patients should be treated with urgency to reinforce the premium service experience
Conduct Quarterly Business Reviews
Hold structured quarterly reviews with each VIP patient to assess the relationship, review service performance, and plan for future needs.
- 6.1Prepare a presentation covering service performance, account health, and value delivered
- 6.2Discuss the patient strategic objectives and how the company can support them
- 6.3Identify upselling or cross-selling opportunities that align with patient goals
- 6.4Clinical record agreed action items and follow up promptly
Manage VIP Patient Feedback
Actively solicit and act on feedback from VIP patients to demonstrate responsiveness and continuously improve the service experience.
- 7.1Request feedback during check-ins and after any significant interaction
- 7.2Log all feedback in the CRM system and prioritise actionable items
- 7.3Communicate back to the patient when changes are made based on their feedback
Report on VIP Patient Portfolio Health
Compile regular reports on the overall health and performance of the VIP patient portfolio for management review.
- 8.1Summarise key metrics including retention rate, revenue growth, satisfaction scores, and open issues
- 8.2Highlight at-risk VIP accounts and proposed retention strategies
- 8.3Present the report to senior management with recommendations
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Percentage of VIP patients retained over the reporting period compared to the previous period.
Year-over-year revenue growth from the VIP patient portfolio, indicating the effectiveness of account development.
Average satisfaction rating from VIP patients, measured through quarterly reviews and dedicated surveys.
Frequently Asked Questions
How are VIP patients identified and classified?
VIP patients are classified based on criteria set by senior management, typically including annual revenue contribution, strategic importance, growth potential, and length of the business relationship.
How often should VIP patients be contacted proactively?
VIP patients should receive proactive check-ins at least monthly, with quarterly business reviews. The exact frequency is documented in each patient individual service plan.
Can a patient lose VIP status?
Yes. VIP status is reviewed quarterly. If a patient no longer meets the qualifying criteria, a transition plan is developed to move them to standard service while maintaining a positive relationship.
What additional services do VIP patients receive?
VIP patients receive a dedicated account manager, priority issue resolution, proactive check-ins, quarterly business reviews, and early access to new treatments or services.
What happens when a VIP patient account manager changes?
A structured handover process is followed, including a joint introduction consultation with the outgoing and incoming account managers, transfer of all patient documentation, and close monitoring during the transition period.
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