Outpatient practice
Nine clinicians, six vendors, and the invoice nobody had added up
An EHR, a scheduling tool, a billing service, a forms product, an LMS and a payroll system. Consolidation was worth more than any single feature on the list.
- Level of care
- Outpatient behavioral health
- Size
- 9 clinicians, 3 admin
- Payer mix
- Commercial, self-pay
- Focus
- Consolidation and administrative cost
The situation
The practice had bought each tool to solve a real problem, one at a time, over four years. Nobody had ever added up the invoices or counted the hours spent moving data between them.
When they did, the software line was the third-largest expense in the practice, and an administrator was spending most of two days a week re-entering the same information into different systems.
What changed
- Intake moved to an embeddable pre-screening formWebsite enquiry to created chart with no fields re-keyed, and eligibility run before the first call back.
- Patients booked themselvesOpen slots by program, with reminders and one-tap rescheduling.
- Billing came back in-houseClaims built from the appointment, scrubbed before submission, remittances posted in one pass.
- Payroll and training joined the staff recordOne system knows who works there, what they are credentialed for, and what they have completed.
Results
Three measures, before and after.
One login, one invoice, and no integration work to maintain between them.
Most of the saving is intake and remittance posting.
Claims leave the day the note is signed rather than the following Friday.
This is a composite scenario, modelled on the workflows this product was designed against with a clinic director and a revenue cycle management firm. It is not a named customer engagement, and we will replace it with one when a program is ready to publish under its own name.
The takeaway
No single feature justified the switch. The count of invoices did.
If that describes your program, the fastest way to find out whether this holds is thirty minutes with your own workflows rather than a slide deck.
More case studies
Other levels of care.
Residential treatment
Forty beds, one records request, and three days nobody had
A commercial payer asked for six months of charts on four patients. The program had the care documented and still nearly lost the argument on paperwork.
Detox & withdrawal management
A detox unit that stopped losing bed-days to its own whiteboard
Sixteen beds, a paper census, and a per-diem claim rebuilt by hand every month. The gap between beds occupied and days billed turned out to be the whole problem.
Partial hospitalization
A PHP program where attendance and billing finally agreed
Group-heavy days, per-diem billing, and three separate records of who was actually in the room. The disagreements between them were costing more than the no-shows.
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