Elevora Case Study

Case Study: Transforming Workforce Performance Through Standardized, Competency-Based Training

November 2025

Executive Summary

A rapidly expanding urgent care organization faced significant operational and workforce challenges as growth outpaced its training infrastructure. Front desk and clinical support teams exhibited inconsistent performance, resulting in patient care variability, high error rates, and staff dissatisfaction. Employee turnover exceeded 30%, with many new hires resigning within 30 days citing insufficient training, stress, and lack of confidence. Exit surveys and provider feedback further highlighted critical competency gaps across key functions.

Elevora Partners conducted a comprehensive assessment and identified the absence of structured, standardized training as the core issue. To address this, Elevora designed and implemented a competency-based training program encompassing job analyses, development of role-specific training curricula, creation of formal onboarding pathways, establishment of dedicated training specialists, and deployment of unified assessment and validation processes.

Following implementation, Elevora provided three months of ongoing support to ensure adoption and effectiveness. By month four, the organization achieved substantial improvements: registration demographic errors dropped by 65%, touchless claim rates increased by 40%, and time-of-service collections improved by 35%. Clinical accuracy also improved significantly, with a 60% reduction in unnecessary repeat blood pressure readings and a 70% decrease in POC test repeats. Overall NPS increased from 72 to 85, and turnover declined to 17% from 34%. The organization ultimately established a sustainable, scalable training framework that now supports consistent, high-quality patient care and workforce stability.

NPS increased to 85

Turnover rate declined to 21% from 34%

Client Background

The client is a multi-site urgent care provider undergoing rapid geographic and operational expansion. As new centers opened and staffing needs accelerated, the organization struggled to maintain consistent operational standards, workforce preparedness, and patient experience. The accelerated pace of hiring placed significant strain on existing employees and exposed vulnerabilities in training, onboarding, and competency management.

The Core Challenge

The organization experienced persistent staffing instability, with turnover surpassing 30% and periodic center closures due to insufficient personnel. Exit surveys consistently scored low on training adequacy, and many new hires left within their first 30 days, citing inadequate preparation and overwhelming stress.

Clinical providers raised concerns about the skill readiness of medical assistants, noting high error rates during intake, laboratory workflows, and procedure support. These issues contributed to care delays, operational inefficiencies, and increased patient safety risks.

The existing “buddy system” training model—an informal, variable, site-dependent approach—provided minimal consistency. Training materials varied widely across centers, and no standardized curriculum, competency benchmarks, or assessment tools existed.

Elevora Partners’ Approach

1. Assessment & Analysis

Elevora conducted a rapid job analysis for front desk coordinators and medical assistants, identifying core competencies and evaluating existing training gaps. This included reviewing current processes, training methods, and role expectations to determine priority improvement areas.

2. Strategy & Solution Design

The recommended strategy centered on establishing a comprehensive, competency-based training framework:

  • Standardized Content Development:
    Leveraging internal subject matter experts and external resources, Elevora developed unified training manuals, guides, and competency checklists tailored to each role.

  • Training Infrastructure and Staffing:
    Dedicated training specialists were hired or promoted internally. A controlled training environment—equipped with necessary tools, supplies, and systems—was established to ensure consistent instruction.

  • Structured Onboarding Curriculum:
    A formal onboarding pathway was created, incorporating both knowledge-based instruction and hands-on competency evaluations prior to deployment into patient care settings.

  • Evaluation and Re-Training of Existing Staff:
    Current employees were assessed against new competency standards. Targeted training sessions were delivered to close identified skill gaps.

3. Implementation

Implementation occurred in close collaboration with organizational leadership. Elevora coordinated rollout sequencing, trained trainers, supported center-level adoption, and ensured that the new processes were integrated into daily operations.

4. Ongoing Support & Monitoring

For three months post-launch, Elevora provided on-site and virtual support while monitoring organizational, operational, and clinical performance metrics. Quantitative indicators included churn rate, NPS, registration accuracy, revenue cycle metrics, and clinical error trends. Qualitative feedback was collected from staff, providers, and managers to guide continuous refinement.

Results (4 Months Post-Implementation)

Conclusion

By implementing a standardized, competency-based training model, Elevora Partners helped the organization transform workforce preparedness, stabilize staffing, and improve both patient experience and clinical accuracy. The structured curriculum, dedicated training resources, and robust evaluation processes created a scalable foundation for sustained growth. With significant reductions in error rates, improved operational metrics, and notable declines in turnover, the organization is now positioned to support continued expansion while maintaining excellence in patient care and operational performance.

Metric Before After Improvement
Workforce churn rate 34% 21% ↓ 13 pts
NPS 78 85 +7 pts
Exit survey – training adequacy 1.2 4.6 ↑ 3.4
Registration demographic errors — — ↓ 65%
Touchless claim rate — — ↑ 40%
Time-of-service (TOS) collections — — ↑ 35%
BP measurement errors — — ↓ 60%
POC repeat testing errors — — ↓ 70%