Keeping collections moving as North End grew
North End Wellness had healthy production revenue. As the clinic grew, its outstanding receivables were growing too.
The initial diagnostic helped identify where to focus: building a consistent collections routine, starting with insurance claims more than 120 days old.
Marcy, North End’s new biller, was putting that routine into practice. Each claim needed attention to its own circumstances: what had happened, what she had already tried, and when to follow up again.
Shaped by the billing day
Caretrics worked with Marcy to understand her procedures and the details that mattered during a busy billing day. Her examples shaped the workflow.
One patient could have several claims at different stages. When Marcy returned to a follow-up, she needed to connect the previous action to the right claim and date of service. After recording her next action, she wanted to continue through her follow-up list.
The Caretrics team refined the workflow with her, then asked her to check the changes against her own work. Marcy confirmed that she could see the claim’s previous activity and return to the same list after saving. Later, she reported that payer follow-ups were easier to work because the relevant date of service was visible.
Action history and next follow-up dates stayed in Caretrics. The next time a claim needed attention, the work already done was there to build on.
The work behind the owner’s review
The conversations continued as North End’s needs developed. Marcy wanted reporting that distinguished payments received from adjustments and balances still unresolved. A subsequent working session addressed what David, the clinic’s owner, needed to review: the accounts being worked and those requiring his attention. Rob sent Marcy a report to share with him that day.
Marcy brought her billing experience, procedures and real examples. Caretrics helped turn those into a usable workflow, checked how it worked in practice, and continued improving it with her.
“Caretrics … made it easier for our biller to manage the submission status and get notified when claims needed work.”
Dr. David CumminsOwner, North End Wellness