Welcome to Nexstep!

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We provide business and professional services
to small businesses, healthcare and education providers.

We help our customers improve and sustain execution 
in operations, customer-facing functions,
​ and administrative processes.
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Our expertise lies in implementing protocols, developing systems, and optimally deploying people-resources in order to ensure that anything of consequence, that is people-driven, gets done
on time and in line with performance and quality expectations.

In our experience, real gains have been made when we are able to provide people with the know-how and tools (and sometimes, extra sets of hands) to measure and improve the precision, timing, and consistency with which they execute tasks, process, and communication workflows.

Whether we are being brought in to help with an existing process, to stand up a new initiative, or to provide a fully-integrated outsource solution, our offerings are designed to be cost effective and comparatively 
​easy to implement... making them budget-friendly for small to midsize organizations and
as practical for short term engagements as for long term co-source/ outsource relationships.

• OFFERINGS
• INDUSTRIES
• PEOPLE-DRIVEN PROCESSES
• SUCCESS STORIES
• IS IT WORTH A CONVERSATION?

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management services

We love to share our know-how through training, coaching, support, and consulting in order to provide the impetus for your people to resolve their efficiency and execution issues; keeping themselves on-track, on-time, and in-line with your organization’s goals and objectives.

• ​P/REP Protocol Implementation and Training (Planning, (Re)Prioritization, Execution, & Progress Tracking) 
• Progress Monitoring
• Constraint Analysis and Process Optimization
• Operations Consulting

management systems

Our Planning, (Re)Prioritization, Execution, & Progress Tracking system (P/REP) helps organizations achieve "more" through improved performance in operations, service delivery, and contact management. P/REP is an Outlook add-on that works in conjunction with your current systems, not in lieu of, as it uniquely provides visibility to how top-down, bottom-up, middle-in management come together in one place to plan, schedule, and track actions that drive progress toward your desired outcomes.​

• Basic P/REP
• Advanced P/REP
• CRM P/REP
• Performance Management P/REP

staffing and staffing enhancements

Whether we are providing you on-site staff or remote staff, we go to great lengths to ensure both are integrated into your operations as seamlessly as possible and supported by our own systems, supervision, and technical expertise, per your specifications. Our solutions are designed to provide you a range of fiscally prudent, productivity-proficient options from just-in-time to full-time, commensurate with fluctuations in your customer demand, work volume, seasonality, or growth. Our capabilities enable us to support multi-site operations and expansive service areas. 

• Contact Center and Administrative Support (customer service, lead management, onboarding, retention, sales support, service logistics, information and data management)
• Virtual Assistants
• Recruiting
• Licensed-and-Professional Staffing and Program Management

SMALL TO MIDSIZE BUSINESS

We have implemented co-source and outsource service solutions for manufacturers, service providers, retailers, wholesalers, distributors, and professional services firms in order to assist our customers in optimizing operations/ operational processes. No matter where we have gone, our approach to helping our customers get done efficiently and consistently what they don't have enough time to do remains the same; timely interventions, divisions of labor, and attention to detail.

Some Niche Examples:

• employee performance management
• daily purchasing and labor expense control management; retail
• sales-purchasing application development; wholesale distribution
• customer onboarding, service logistics, relationship management; B2B, B2C
• lead generation & development; B2B
• front & back office new business start-up support; insurance services, air-medical services, transport

HEALTHCARE

Our healthcare solutions have been implemented for acute, subacute, long term care, and home health providers. Our experienced team of healthcare professionals have coupled their management, systems, and service delivery knowledge with the best of what our systems-and-services people have developed. We offer software applications, technology enhancements, cosource, and outsource solutions that address not only the challenges associated with delivering high quality care in as efficient and cost effective way possible, but the administrative and communications challenges as well.

Some Niche Examples:

• service logistics, coordination, scheduling; homecare
• at-home services coordination; homecare
• rehabilitation services staffing & program management; home health, long term care, sub-acute care, acute care
• recruiting: nurses, respiratory therapists, physical therapists, occupational therapist, speech-language pathologists, licensed nursing home administrators, directors of nursing, marketing managers
• person-centered-engagement; long term care

EDUCATION

Our Education Services team is made up of experienced administrators, teachers, instructors, and special education professionals. We have coupled the best of their knowledge and experience with the best of what our systems and services people have developed to offer solutions that help our customers serve their students and families efficiently and effectively in k-12 traditional and on-line schools, dropout recovery schools, and in traditional and on-line post-secondary settings.

Some Niche Examples:

• inquiry management and conversion; post-secondary, post-secondary online
• aged inquiry recapture conversion; post-secondary, post-secondary online
• retention, persistence student relationship management; post-secondary
• service logistics, coordination; home-schooled IEP students
• Auxiliary Education staffing & program management
• RtI tracking application development
• Special Education personnel recruiting, staffing & program management: intervention specialists, ESY, nurses respiratory therapists, physical therapists, occupational therapists, psychologists, speech-language pathologists; K-12
• Office of Professional Development Program Sales; post-secondary

• business office support
• contractor coordination
• customer onboarding
• customer service triage, resolution
• employee scheduling
• general administrative
• help desks
• human resources
• inbound/outbound call management
• info & data management
• inquiry and conversion management
• inventory control

• lead generation & development
• membership outreach
• phone surveys
• purchasing
• quality assurance
• recruiting
• referral source development
• retention programs
• sales
• service logistics, coordination, navigation
• strategic planning, progress tracking
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SMALL TO MIDSIZE BUSINESS

Central Office for Small Business. This small, but growing, construction company needed front and back office solutions so that time, energy, and expertise could be focused on doing what it does best - construction! By implementing a planning and tracking system, a CRM system, and as-needed virtual office management, we were able handle sales inquiries and scheduling issues, supply orders, and subcontractor communications. In addition, our customized software application provides the owner and managers with real-time visibility to scheduling, capacity management, and progress on jobs and projects.
Safety & Mobility Assistance Program. A vehicle modification company that customizes wheelchair accessible options for its clients wanted to increase its customer base within a difficult-to-reach end-user marketplace. After customizing and implementing an outreach process, our call managers applied a structured process to engage with caregivers and healthcare agencies. Today, with the help of those caregivers and healthcare agencies, our call managers are reaching that end-user marketplace; clients for whom our customer can offer modified vehicle solutions.
HSA Easy-Pak Program. This start-up business offered "personal savings account management and expense tracking" organizers to health insurance companies to provide for their HSA (health savings account) customers. After developing an informative online portal for re-orders, we implemented as-needed virtual front office personnel to respond to incoming customer calls, and a back-office function to fulfill and ship orders. That business grew and was successfully sold to an insurance brokerage.

HEALTHCARE

Home Health Therapy Program. Home Healthcare Agencies are always looking for ways to increase their caseloads and service areas without increasing their expenses in excess of their revenues. We've introduced a staffing and fulfillment system that enables them to grow while ratably increasing their just-in-time capacity so as to not over-extend themselves. Our service provides our agency customers with access to a pool of therapists, from PRN to full-time, in order to continually meet referral demand and grow.
Long-Term Care Therapy Program. This nursing facility wanted to accommodate the therapy needs of its 600+ patients on-site as opposed to sending them to outpatient facilities; the on-site clinic needed to be developed from the ground up; equipment, policies and procedures, systems and management infrastructure, technical expertise, therapy staff, etc. Moreover, the facility wanted the services delivered as cost-effectively as possible. Today, all therapy services are delivered on-site; the functional levels of the residents have dramatically increased, hospital admissions and returns have decreased, and the facilities cost containment goals have been consistently met.

EDUCATION

​Auxiliary Services Program. Public and non-public schools, K-12, throughout Ohio, often find it advantageous to outsource the staffing of hard-to-hire special ed. auxiliary services, and ancillary staff. We are able to provide not only the licensed professionals to fulfill the school's needs, but also technical/expert support, supervision, back-up, and as-needed capacity in keeping with enrollment fluctuations.
Special Education Program. This on-line charter school needed a system that would ensure students received the special education services, as prescribed, in each of their personal residences across Ohio, and that the services were scheduled at the convenience of the students' families. Customizing a CRM application and a scheduling & tracking system, our call managers were able to coordinate services for some 300 students per week, within tight time frames, in a way that met the school's objectives, the needs of the students, and the preferences of the families.
Student Retention & Support Program. A small, private college wanted to grow its online enrollment. Our call managers, working within a planning, tracking, and CRM application that we customized; set out to cultivate closer relationships with students while developing Individualized Path(s) to Completion. This approach has enhanced pre-existing conversion, retention, and completion efforts and improved visibility to student progress. The college has since seen continually increasing conversion, retention, and completion rates.

• How do we turn this situation around on an already tight (or non-existent) budget?
• How do we improve this process when it seems that our people, though willing, seem to lack the time (or something)
  ​to get _______________ done?
• I think adding people to the process will improve it, but I am either not yet convinced, or I am hesitant to commit to a fixed-cost investment.
• This process is important to our business, but not exactly in our wheelhouse. Is there a way to bring on some help so I don’t have to reinvent the wheel?
• There is so much going on here… it might help to have an extra set of experienced eyes take a look at this…

To explore the possibilities of how we can work together, please call our Development Team at
​216-797-4040

contact us