Cowtown Pediatrix is a pediatric OT and speech practice in Fort Worth, Texas, serving children from birth to 21. The clinic also has a charter school contract, offering special education services in schools.
Owner and pediatric occupational therapist Sue Khammar built her practice around flexibility for families and clinicians. Like many pediatric clinics, Cowtown manages long term plans of care, weekly recurring visits, and schedules shaped by school calendars, illnesses, and family routines. Over time, those realities created operational complexity that was difficult to manage with disconnected systems.
Before switching to Prompt, Cowtown’s clinical documentation lived in one place, but much of the operational work happened elsewhere. Internal communication, administrative coordination, and follow up often lived outside the EMR, making it harder to stay aligned as a team and harder for Sue to see the full picture of the business.
Sue describes the challenge clearly: “We had an EMR system that recorded all the clinical stuff, but everything else, communication-wise that happened, happened outside of the EMR system.”
Reporting and visibility required manual effort. Sue was pulling together information from multiple places just to understand performance, staffing, and finances.
Prompt became the first system she found that could bring clinical work, communication, and operational visibility into one place.
Sue’s decision to switch was influenced by more than feature comparisons. She was thinking about long term sustainability and how small clinics can keep up as healthcare and technology continue to change.
She framed the decision around efficiency: “What can I do as a business owner to work smarter, not harder, work more efficiently?”
What stood out about Prompt was the ability to centralize all the work the clinic is doing. “One of my biggest reasons to switch to Prompt was … I’ve never had one KPI dashboard in one place. Prompt enabled me to customize the school side, and I can look at stats either way,” Sue said.
Another benefit of switching to Prompt has been improved communication. Instead of relying on email chains that scatter context and accountability, the team can coordinate directly within the system.
Sue and her staff now rely heavily on tasking in Prompt, which is used to assign, communicate on, and track work directly within patient, visit, and billing workflows.
As Sue puts it, they have “almost replaced email, which is amazing.” Being able to clearly assign ownership and follow along has “made everybody really narrow their focus on what you’re actually asking to be done.”
Sue expected efficiency gains, but the most immediate impact showed up on the billing side. Prompt’s automation reduced the number of manual steps required for routine payment posting. When claims come back clean, payments are posted automatically and the claim moves into the appropriate bucket with any remaining patient responsibility updated.
Taking the easy [claims] out has allowed us to collect more money upfront, automatically.
“Taking the easy [claims] out has allowed us to collect more money upfront, automatically,” Sue said.
This also changed how the clinic handled point of service collections. Instead of staff needing to research balances after visits, families could see what they owed and pay quickly, sometimes before arriving.
Cowtown uses Prompt Kiosk, which Sue admits she didn’t think they needed. She was surprised to discover it is highly valuable to her practice. The mobile check in option that allows families to check in and pay from their phones has reduced friction and improved collections.
“They check in on their phone, in their car, on the way to therapy, and they pay their copay before they even pull into the spot. It’s wonderful,” Sue said. “We just collect our money faster, because everything’s done on the phone.”
This functionality works for the realities of pediatric care: the adult bringing the child isn’t always the payer, and schedules are often managed remotely.
They check in on their phone, in their car, on the way to therapy, and they pay their copay before they even pull into the spot. It’s wonderful. We just collect our money faster, because everything’s done on the phone.
Sue explains, “A lot of times historically, we got, ‘Well, I’m just Grandpa. Mom’s got the card, she’ll pay you later.’ And now that it’s just Mom on the phone while she’s at work, she’ll check in and pay. So I love that.”
For Cowtown, mobile check in (available with Prompt Kiosk) became a simple, repeatable way to improve collections without adding work for staff.
Sue was candid that switching EMRs is a major project, especially after more than a decade on one system. The overwhelm was real, she said, but Prompt’s onboarding process helped break the transition into manageable steps with clear ownership.
“What I liked about the transition was that the whole preamble before you go live was so well organized, and that each of my team members had their bit of their education courses that they had to go through,” she said.
Sue also highlighted the support library as a key differentiator. Instead of waiting on support for every question, her team can often self-serve through Prompt University videos and support documentation. And when they do need more help, the team is right there to answer any questions.
As she puts it, “Prompt is prompt in responding. Usually before 24 hours, you’ve got a response.”
Sue is upfront about the reality of switching: the work is real. But with clear goals and a willingness to invest in customization, that effort turns into long-term payoff.
She also emphasized that resistance is normal, especially for small teams, but it fades as new workflows settle in.
None of my staff wanted to switch. It was a push. But 6 months into it, I don’t hear any complaints anymore.
“None of my staff wanted to switch. It was a push,” she said. “But 6 months into it, I don’t hear any complaints anymore.”
For Sue, the larger point is that pediatric clinics cannot afford to stand still as the industry evolves.
She sums it up simply: “We’re working smarter. Not harder.”
Today, Cowtown Pediatrix uses Prompt to centralize clinical work, communication, reporting, and billing in one system. The clinic has improved visibility, streamlined coordination, and accelerated collections.
As she says, “Prompt lets me see all in one place, which I’ve never been able to do before.”
To see how Prompt can work for your clinic, schedule time with one of our pediatric experts today.
