The Challenge
I-Can Behavioral Health was facing a critical financial bottleneck: their weekly billed charges—an essential driver of revenue and cash flow—were consistently falling short. Despite their efforts, they lacked the clarity and accountability needed to maintain the level of performance required to sustain operational stability.
Leadership meetings were being held, but without clear targets or structured follow-up, they produced little actionable progress. The team relied on spreadsheets and informal check-ins, which failed to generate the alignment and consistency necessary for growth.
Goals
I-Can’s primary objective was to foster a culture of ownership and consistent execution across the leadership team. They needed to:
Hit consistent weekly charge goals to support healthy cash flow
Establish clear roles, responsibilities, and accountability
Improve leadership alignment and eliminate distractions from strategic priorities
Although there wasn’t a fixed deadline, progress was expected to be visible and measurable from the outset.
The Solution
To tackle these challenges, we began with a two-day Base Camp Session, designed to align the leadership team around a shared vision and actionable roadmap. We used the Pinnacle Business Operating System to build:
A Strategic Vision & Execution Plan (SVEP) to clarify priorities
A Results Accountability Chart to assign ownership and outcomes
Structured weekly and daily meetings with focused agendas
A company-wide Scoreboard to make success visible and track progress
This systemized approach helped shift the team’s mindset—from siloed leadership to collective responsibility—and created a rhythm for execution and feedback.
Results
Within just 45 days, I-Can achieved the highest monthly charges in its 14-year history.
The combination of strategic alignment, consistent communication, and real-time accountability drove rapid improvements. Leaders were more focused, team engagement improved, and the organization gained financial stability and renewed confidence.
Key Success Metrics
📈 Record-breaking monthly billed charges
✅ Consistent tracking of weekly targets
📊 Visible scoreboards and charts reinforcing accountability
🤝 Leadership alignment around shared goals
Progress was monitored through weekly meetings, transparent metrics, and active review of the Results Accountability Chart, ensuring that each team member understood and owned their role in the outcome.
Client Feedback
“Jackie is an exceptional facilitator who brings clarity and focus to every strategic meeting we’ve had at I-Can. Her ability to guide discussions, encourage collaboration, and keep teams aligned is truly impressive. With Jackie leading the way, our team is not only productive but energized and results-driven.”
— Renee Pillo, Patient Experience Director, I-Can
Lessons Learned
Clarity and accountability aren’t optional—they’re transformative.
Saying “no” to distractions is as strategic as saying “yes” to priorities.
Structured communication rhythms unlock team performance.
Conclusion
This case study is a powerful example of how the right structure, strategy, and leadership alignment can yield immediate and measurable results—even in longstanding challenges. Through the Pinnacle Operating System, I-Can turned fragmented efforts into focused execution—proving that with the right framework, breakthrough performance is always within reach.