A Customer
Success Story
Meet IRG
Leading the Way in Physical Therapy
Integrated Rehabilitation Group (IRG) is the Northwest’s premier physical and hand therapy group, with 42 clinics across Washington. Locally owned and operated since 1996, IRG is dedicated to helping patients become their best selves by providing compassionate, individualized care. They use the latest techniques and technology to achieve exceptional results and strive for complete customer satisfaction. Partnering with PatientPay since 2022, IRG has enhanced their billing processes and overall financial health while maintaining a friendly and positive environment for everyone.
Industry: Physical Therapy
Location: 42 clinics across Washington
EHR: Clinicent
Customer Since: 2022
Watch the Full
IRG Interview
IRG Customer Testimony
Life Before PatientPay
Challenges and Struggles
Inefficient Paper Billing
Before partnering with PatientPay, Integrated Rehabilitation Group (IRG) faced substantial billing challenges. They relied on sending paper statements at the end of each month, which inevitably led to a surge of incoming calls the following week. Staff had to brace themselves for this influx, dedicating significant time and resources to manage these queries. As Janet Carbary, CFO of IRG, explained, "We knew the first week of the month would bring a flood of calls. It was overwhelming for our staff and frustrating for our patients."
High Bills and Slow Payments
These paper statements often included multiple services from the previous month, resulting in higher bills that were a challenge for patients to manage. This not only delayed payments but also required labor-intensive manual processing. Shannon O'Kelley, CEO of IRG, noted, "The total bill would include a number of services from the previous month, making it a large pill to swallow for our patients. Then it would take a long time before the money started to roll in."
“We knew the first week of the month would bring a flood of calls. It was overwhelming for our staff and frustrating for our patients.”
Janet Carbary, CFO
“Our outdated billing system was a barrier to providing the best patient experience. We needed a solution that matched the convenience our patients expect”
Shannon O’Kelley, CEO
The Need for Modern Solutions
As patients increasingly used smartphones and expected fully electronic consumer services, IRG realized their paper-based billing system was outdated. They needed to stay ahead of consumer demand for an easy and seamless payment experience. "Our outdated billing system was a barrier to providing the best patient experience. We needed a solution that matched the convenience our patients expected," O'Kelley added. This realization was a driving force behind their decision to seek a more modern and efficient billing solution, ultimately leading them to PatientPay.
A Collaboration for Enhanced Efficiency and Growth
Transforming Billing and Payments with PatientPay
Enhanced Collections and Patient Convenience
The implementation of PatientPay has revolutionized IRG's billing processes, vastly improving their ability to collect payments from patients. By allowing patients to pay at the time of service using saved credit cards, IRG has eliminated the need for large end-of-month bills. This system not only simplifies the payment process for patients but also ensures more consistent cash flow.
“Patients appreciate the ease of paying immediately with saved credit cards, which prevents them from facing a large bill at the end of the month.”
60%
IRG’s Text-to-Pay Rate
IRG significantly outperformed industry standards by achieving a 60% payment rate through text-to-pay with PatientPay. This rate, well above the average of 43%, reflects the effectiveness and user-friendliness of the system, leading to quicker patient payments and enhanced operational efficiency.
4
New Clinics Opened
The substantial increase in cash flow facilitated by PatientPay enabled IRG to broaden their reach and impact. In 2023 alone, this financial boost helped them open four new clinics, expanding their services to meet the growing demand for physical therapy in new locations.
2X
Increase in Cash Collections
Since adopting PatientPay, IRG has seen their cash collections double, sustaining this increased revenue over time. This growth has not only stabilized their financial footing but has also empowered them to invest further in patient care and innovative therapies, thus enhancing overall service quality.
PatientPay has directly contributed to our growth, allowing us to open four new clinics and serve more communities
— Janet Carbary, CFO
Improving Patient Experience
The patient experience has also seen significant improvements. With easier and more timely payment options, patients are less stressed about managing their bills. This improvement in the billing process has contributed to higher patient satisfaction and a better overall experience at IRG.
Supporting Expansion and Growth
Since implementing PatientPay, IRG’s text-to-pay rate has reached a sustained 60%, well above the industry average of 45%, leading IRG to effectively double their cash collections.
The improvements in collections were so substantial that IRG was able to fund the opening of four new clinics, further expanding their practice and reaching more patients.
Reducing Administrative Burden
Gone are the days of sending out a swell of bills at the end of the month that resulted in a mass influx of calls. With PatientPay, IRG's staff is no longer overwhelmed by hours of phone calls. The streamlined process has freed up staff to focus on other important tasks, greatly enhancing their efficiency and job satisfaction.
“Our team no longer dreads the first week of the month. The reduction in calls has been a game-changer for our administrative staff,””
Seamless Integration and Exceptional Support
Implementing PatientPay was straightforward and the support from the PatientPay team has been exceptional. The solution's integration with IRG's EHR platform, Clinicent, proved to be a game changer, making it easy for staff to adopt and use. This ease of implementation and ongoing support has ensured a smooth transition and continued success for IRG.
“PatientPay’s seamless integration with Clinicent made user adoption effortless. This was literally the easiest implementation we’ve every experienced!”
We want to treat patients...not paper. That's why PatientPay has been so valuable.
— Shannon O’Kelley, CEO
Ready to Transform Your Billing Process?
Discover how PatientPay can revolutionize your billing operations and enhance patient satisfaction just like it did for IRG. Streamline your payments, reduce administrative burdens, and improve cash flow with our seamless and efficient solutions. Take the first step towards a more efficient and patient-friendly billing system today. Contact us to learn more and get started.
