Healthcare · Indianapolis, United States
Patient Inquiry Engine for a Multi-Clinic Health Group
Valebridge Health Partners
Valebridge Health Partners needed clearer service-line pages, consistent local listings, and an enquiry path that didn’t dump every patient onto a busy front desk.
Client: Valebridge Health Partners · Location: Indianapolis, United States · Industry: Healthcare
The problem
Valebridge runs specialty clinics across the Indianapolis metro. Their website looked corporate but behaved like a brochure: insurance details were buried, service lines shared one generic contact form, and Google Business Profiles disagreed on hours and phone numbers. Prospective patients defaulted to calling — then abandoned when hold times spiked on Monday mornings.
- No clear path from “I need an MRI” to a bookable enquiry
- Inconsistent NAP data across five clinic listings
- Marketing couldn’t see which channels produced show-ready patients
- Front desk spent peak hours answering questions the site should have answered
The solution
We treated the website as the first clinical intake step — not a brochure. Flexus rebuilt service-line experiences, cleaned local presence, and only then layered paid search on high-intent treatments once conversion paths were trustworthy.
Our work
Delivery ran in four phases with weekly working sessions between Flexus and Valebridge’s marketing and operations leads.
Discovery & intake mapping
Shadowed front-desk call patterns, mapped the top twelve patient intents, and audited listings, analytics, and CRM form destinations. Defined what “qualified inquiry” meant for each service line.
Service-line UX & content rebuild
Launched dedicated pages for orthopedics, imaging, and primary care with insurance FAQs, prep instructions, and short forms. Added location schema and clinic-specific CTAs.
Local SEO & listing cleanup
Standardized Google Business Profiles, photos, categories, and review response routines. Built unique location pages so suburbs stopped competing with each other.
Paid search & measurement
Opened paid search only on treatment terms after forms flowed into the scheduling CRM with source fields. Trained staff on a weekly inquiry review ritual.
Team time invested
A cross-functional Flexus pod owned the engagement end to end. Hours below are approximate billable effort across the 5.5-month program.
| Role | Focus | Hours |
|---|---|---|
| Engagement strategist | Goals, stakeholder workshops, QA of “qualified” definition | 120 |
| UX / UI designer | Service-line templates, mobile forms, design system tweaks | 210 |
| Content strategist | Clinical plain-language copy, FAQs, location pages | 160 |
| Web developer | Build, schema, CRM form wiring, performance | 240 |
| SEO specialist | Listings, local SEO, technical fixes | 150 |
| PPC specialist | Campaign build, negatives, weekly optimization | 70 |
| Analytics lead | Events, CRM source fields, reporting dashboard | 30 |
Total Flexus effort: ~980 hours across 5.5 months.
Results
Six months after launch (including a short stabilization window), qualified online inquiries were up 48% versus the prior comparable period. Front-desk teams reported fewer “what do you offer?” calls and more patients arriving already clear on insurance and prep steps.
- +48% qualified patient inquiries
- −31% average handle time on new-patient calls (client-reported)
- All five clinic listings showing consistent hours and routing
- Marketing review meetings shifted from anecdotes to weekly source reports
“We finally have a site we can send people to without coaching them on the phone. Flexus stayed in the weeds with our front desk — that’s why it stuck.”
— Marketing lead, Valebridge Health Partners