Only a month before Flaherty Physical Therapy recorded the highest collections in its history, owner Kevin Flaherty was digging through savings accounts and lines of credit to keep cash flow steady.
The practice, a 2-location clinic in central Massachusetts that Kevin runs as the owner and self-appointed "Chief Mojo Officer," had hit a wall when the third-party biller it relied on for years was sold to a larger company. Kevin made the call to bring billing in-house, train his staff with Prompt's Business Coaching team, and take ownership of the revenue cycle.
Since working with Prompt Business Coaching (PBC), Flaherty Physical Therapy has seen:
- Record highest collections within 1 month
- 108% of patient payments collected at check-in
- ~3,000 open claims closed after bringing billing in-house
When a billing partner changed hands, cash flow paid the price
For years, Flaherty Physical Therapy worked with a third-party biller they were happy with. That changed when the biller was sold to a larger company, and the handoff created problems Kevin could feel directly in the bank account.
“That change led us to a lot of inconsistencies with cash flow and led to a lot of trouble with just making sure our claims are going out in a timely fashion,” Kevin said.
Kevin made the call to bring billing in-house. When the team did, they uncovered close to 3,000 open claims with no clear answer on whether they had been paid, posted, or were still outstanding. It was a mess, but it was finally a mess his own team could see and fix.
A team that took it one step at a time
Bringing billing in-house only works if your people know how to run it, and Kevin knew his team needed support to get there. He had known members of the Prompt team for years through private practice meetings, and that trust made the decision an easy one. He also believed Prompt already gave his clinic the technical foundation to run billing well. What his team needed was the training to take it on.
"I just felt that Prompt had a lot of technical ways to make it easier for my team. But my team needed training on how to bring it all in-house," Kevin said.
That is exactly what Prompt Business Coaching (PBC) is built for. PBC is a professional services offering that helps PT, OT, and SLP clinic owners build high-performing, fully in-house billing and operations teams.
I believe that my team right now is much more efficient with [PBC's] training and help, which is leading us to already see a nice improvement in our collections already.
It solves a persistent pain point for Prompt customers: clinics that have the software but not yet the operational expertise, workflows, and team confidence to get the most out of their revenue cycle.
For Flaherty, that meant the PBC team meeting with Kevin's billing staff several times a week, training them and building the practice's revenue cycle the right way from the start. The training showed up fast in the numbers, and just as importantly, in how the team operates day to day.
"I believe that my team right now is much more efficient with [PBC's] training and help, which is leading us to already see a nice improvement in our collections already," Kevin said.
Collecting payments at the time of service
One of the biggest shifts Flaherty PT has implemented since working with the PBC team has been at the front of the visit, not the back end. Flaherty's pre-check-in process lets patients handle payments before they ever walk through the door, which means the practice is no longer chasing money down weeks later.
It's just made it easier for them to make payments. We're collecting 108% of patient payments through the check-in process.
"The nice part of that check-in process is we're collecting a lot of money at the time of service. It's just made it easier for them to make payments," Kevin said. "We're collecting 108% of patient payments through the check-in process."
A cash flow turnaround in a single month
Before bringing PBC on board, cash flow at Flaherty PT was tight enough that Kevin was considering leaning on savings and lines of credit to stay steady. Within a month of bringing their billing in-house, that picture flipped completely.
"To have [our cash flow] flip within a month's time to be numbers that are our highest ever is huge. I was not expecting that to be done that quickly," Kevin said.
For Kevin, the difference comes down to owning the system rather than handing it off and hoping. "The efficiencies in the system that we can now manage and not have to have someone else manage it for us is going to be a huge game changer for us."
Build a team that runs on Prompt
Flaherty Physical Therapy went from weak cash flow to posting record collections in a single month, with a billing team that now owns the revenue cycle from check-in to collections. That’s what Prompt Business Coaching delivers: not a hand-off, but the expertise and training that turn a clinic's Prompt investment into real revenue.
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