Expert Advisor: Enhancing Customer Acquisition for a PE-Backed Addiction Recovery Network

The Client

Our client is a growth equity and private credit firm that provides capital to small and mid-sized companies to support their expansion. The firm had recently invested in a top-tier addiction recovery network with strong growth potential. While the business had a solid foundation, the investor recognized that optimizing customer acquisition strategies would be critical to achieving their ambitious growth targets.

The Challenge

The addiction recovery space represents a complex intersection of healthcare delivery, regulatory compliance, and sensitive patient outreach. Our client needed an expert advisor who could assess the portfolio company's existing customer acquisition strategy and provide strategic guidance on how to more effectively identify, contract with, and serve patients in need of addiction recovery services.

The scope of the challenge included:

• Assessing current trends in substance abuse treatment and the evolving regulatory framework around addiction recovery
• Identifying opportunities for expansion, either through de novo growth or strategic acquisitions
• Evaluating internal operations to determine if there were opportunities for significant operational improvements
• Resolving confidential challenges with in-network health plan contracts that were causing substantial revenue leakage

The ideal consultant needed deep healthcare experience, particularly in behavioral health and addiction recovery, along with the strategic acumen to develop actionable recommendations that could be implemented relatively quickly.

Our Approach

We launched a targeted search for consultants with specific experience in addiction recovery, behavioral health, and healthcare payer relations. Our process included:

• Developing a detailed understanding of the portfolio company's current market position, operational model, and specific challenges with health plan contracts
• Creating a structured outreach campaign targeting professionals with 5+ years of experience in addiction recovery or behavioral health
• Screening for candidates with demonstrated ability to navigate complex regulatory environments while driving growth
• Focusing on consultants who understood both the clinical and business aspects of addiction recovery services

Our search generated substantial interest from qualified candidates across the behavioral health space. We identified several exceptional consultants and presented the strongest to our client. We completed the entire search process within 52 days, allowing the portfolio company to quickly address their time-sensitive challenges.

The Placement

After a thorough evaluation process, our client selected a consultant with the ideal blend of industry knowledge and strategic capabilities:

• 13+ years of diverse healthcare experience spanning strategic consulting, provider operations, and payer leadership roles
• Most recently served as Vice President of Strategy and Business Development at a major national behavioral health organization, with extensive experience in mental health and addiction treatment models
• Previously held leadership positions at a prominent healthcare innovation lab focusing on healthcare innovation and partner operations
• Hospital operations experience as a Senior Consultant in Performance Improvement at a prestigious academic medical center in Boston
• Healthcare consulting background with experience in market analysis, financial forecasting, M&A, and commercial strategy development
• Impressive pedigree, including a Master's degree in Biotechnology and Biomedical Engineering from the University of Pennsylvania and completion of the Stanford Graduate School of Business Executive Development Program
• Specialized expertise in change management, value-based care, Medicaid programs, and patient engagement strategies
• Experience leading a pilot program focused on holistic approaches to pain management, providing valuable insights relevant to addiction recovery

The consultant brought a unique perspective from having worked across multiple healthcare segments, with particular depth in behavioral health strategy and operations at one of the nation's largest health services companies.

The Outcome

The project was completed within the 4-week timeline, with the consultant delivering exceptional value:

• Identified the root cause of issues with in-network contracts, preventing further loss of millions of dollars in revenue
• Provided multiple solutions addressing people, process, and technology aspects of the customer acquisition challenge
• Developed specific recommendations for improving health plan relationships and contract terms
• Conducted a side project that identified additional potential areas for investment
• Created a detailed roadmap for both immediate contract remediation and long-term growth strategy

The consultant's work led to immediate financial improvements for the portfolio company while establishing a framework for sustainable growth. The project exemplified ECA's expertise in the healthcare sector and our ability to quickly identify specialized talent for complex, time-sensitive healthcare challenges.

ECA Partners continues to be a trusted resource for on-demand consulting talent for private equity firms and their portfolio companies facing critical strategic and operational challenges.

Interested in learning more about how ECA Partners can help with your specialized consulting needs? Contact us to discuss your specific requirements.