KIMELife May

Innovation is a core tenet at KIME, and it has a specific meaning: infusing the organization with the creative ideas and unique talents of each employee — to upgrade more lives, more deeply.

It's not held at the top, and it's not the work of one team. The question is open to every team member: how can we meet the needs of our clients in a more efficient way, a more effective way, or at a higher level than we are meeting them now?

This month, we're highlighting individuals and initiatives that are helping answer that question—innovations that are changing how we coach, communicate, evaluate, and care for the people we serve.

Not all innovation creates the same impact. Some ideas save time. Others improve experiences. A few fundamentally change our ability to fulfill our mission. Throughout this issue, you'll see Innovation Impact Levels that reflect the influence these ideas can have on our patients, athletes, teams, communities, and our future.

From Force-Multiplying efficiencies to Life-Changing advancements, each innovation represents another step toward our mission of upgrading lives through better coaching, better systems, and better care.

The system can automatically generate individualized scorecards for every athlete on a team within minutes of testing.

The platform is designed to evolve. Future iterations will provide programming and serve as a hub for the injury data we collect across the organization — using our own data to sharpen the saw, improve recommendations, and beat the known incidence rates in the sports we serve.

In Drew's words: "The goal is to allow more time for connecting with our teams and our community.” 

Impact Level: LIFE-CHANGING

More time coaching. More individualized athlete development. More opportunities to help athletes and teams reach their potential.

Answering More Calls. Faster.

Tatiana Bazzano, our Customer Experience Manager, has led KIME's implementation of Poly AI — the virtual phone agent now handling a significant portion of our inbound calls. As SME for Raintree, Weave, and Poly AI, Tatiana has built the scripts, partnered directly with the Poly AI team, and shaped how the system shows up for our patients.

The results so far:

• Approximately 36% of inbound calls are fully handled by the AI agent.

• The system can answer up to 100 calls at once.

• Currently handling cancellations, reschedules, appointment changes, late notifications, and basic work comp inquiries.

• Expansion planned into new patient intake, cash pay, insurance, and work comp intake.

• Target: 50–60% automated call containment

In Tatiana's words: "Poly AI has transformed how quickly we can answer a call."

Impact Level: FORCE MULTIPLIER

By automating routine interactions, Poly AI allows our administrative team to spend more time helping people, supporting clinicians, and strengthening the patient experience.

Innovation Across the Platform

The work Drew and Tatiana are doing is part of a broader shift. KIME is increasingly operating like a performance-health platform, with technology and data layered to support the people doing the work.

Introducing Lumin Sports: One Ecosystem. Every Athlete. 

For a long time, the tools we use at KIME Fit to coach didn't reflect the way we actually coach at KIME — across the whole person, across the whole journey. Lumin Sports changes that.

Lumin brings athlete tracking, coach-to-client communication, nutrition management, strength data, and Hawkin Dynamics force plate testing into a single ecosystem. One platform. One picture of every member who walks through our doors.

Impact Level: GAME-CHANGING

The real impact isn't the technology — it's what the technology makes possible.

Lumin helps our coaches stay connected, informed, and intentional throughout every athlete's journey. That means more personalized coaching, stronger accountability, and better decision-making every step of the way.

Because people don't remember the program — they remember feeling seen, coached, and changed. 

Operational Intelligence

Clinician dashboards, impact scores, NPS integration, referral tracking, and performance leaderboards that help quantify our impact—from evaluations completed to lives changed.

Impact Level: FUTURE DEFINING

The better we understand our impact, the better we can develop our people, strengthen our collective impact, and make decisions that support our vision of upgrading 100,000 lives.

The strategic direction is clear:

AI and data as leverage, not replacement.

Repetitive work automated.

Human attention reserved for relationships and high-skill care.

KIMECast is Back

Our first episode of 2026 is live: "The Death of Generic Rehab | AI, Coaching & High Performance."

The title says it all. Generic rehab is no longer enough. What replaces it is individualized care, meaningful data, and the integration of coaching with clinical expertise—a natural extension of everything covered in this issue and essential listening for anyone committed to improving outcomes.

Get the episode here https://youtu.be/4NfHh86LGAY?si=06XgDpMKd1z9xTjz or find on all major podcast platforms.

Summer is around the corner.

Through our partnership with ADP, the KIME team has access to LifeMart — a discount platform offering exclusive savings on travel, concerts, amusement parks, sporting events, and vacation planning.

 Whether you're planning a getaway, a family outing, or your next big event, LifeMart is built to help. Access it directly through your ADP account.

KIME is a platform built to support your career, your family, and your life beyond the clinic.