IRG Physical & Hand Therapy

Inefficient Paper-Based Billing – A Bottleneck for Patients and Staff

For years, Integrated Rehabilitation Group (IRG) relied on traditional, paper-based billing to manage patient payments. Each month, thousands of patients would receive their statements in the mail, often weeks after their visits.

At the beginning of every new month, the billing department braced for impact. As soon as statements landed in patients’ mailboxes, the phones started ringing. Confused patients had questions about their balances, insurance adjustments, and payment options.

"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

This outdated approach created a ripple effect across IRG’s operations:

• Patients were frustrated by delayed statements and unexpected balances.
• Staff were overwhelmed by the influx of billing inquiries, diverting time from other critical tasks.
• Cash flow was unpredictable, as payments trickled in weeks or months after services were rendered.

IRG knew that if they wanted to provide a modern, patient-friendly experience, their billing system needed to evolve.

High Patient Bills and Delayed Payments

The problems weren’t just operational—they directly impacted revenue.

Since statements were only sent once a month, patients often saw a larger-than-expected bill covering multiple visits. This led to payment hesitations and delays, causing:

• Longer collection cycles, making it harder to forecast revenue.
• Higher administrative costs, with staff spending extra time following up on outstanding balances.
• Patient dissatisfaction, as large lump-sum bills were harder to manage.

"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."
— Shannon O'Kelley, CEO

IRG needed a way to make payments easier and more predictable for both patients and their bottom line.

Outdated Billing System – A Disconnect from Patient Expectations

While digital payments were becoming the norm in industries like retail and banking, IRG’s billing system remained stuck in the past. Patients who were accustomed to instant, mobile-friendly payment options elsewhere were left frustrated with a process that felt outdated and inconvenient.

• No digital payment reminders meant patients often forgot to pay their bills.
• No mobile-friendly payment options created unnecessary friction in the payment process.
• No real-time payment tracking made it difficult for patients to stay on top of their balances.

"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

IRG knew that sticking with the status quo was no longer an option. They needed a modern, patient-friendly billing solution that would boost collections, improve cash flow, and reduce administrative burdens—without adding complexity.