Rob spent years inside Canada's largest dental service organizations watching clinics leave millions on the table through preventable revenue leaks. After advising 50+ clinic owners and participating in multiple M&A processes, he saw the same patterns repeat across dental, physio, chiro, massage, and acupuncture practices. He built Caretrics to automate what clinic owners were doing manually—and now co-owns Human 2.0 wellness clinic in Ottawa, where he tests everything firsthand.
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Clinic Profile:
Dr. Chris Raynor, clinic owner and orthopaedic surgeon, knew something was wrong. His team was busier than ever—appointment slots consistently full, positive patient feedback, strong retention rates—but monthly revenue had plateaued for 18 months.
The Mystery: High utilization + stagnant revenue
"I split my time between the hospital doing surgeries and overseeing the clinic," Chris explains. "When I'm not on-site, I rely on my team and the numbers. We were at 92% capacity, but revenue wasn't growing. I couldn't figure out where the leaky buckets were—or how to optimize my providers' calendars to drive consistent growth."
The real issue? Hidden revenue leaks totaling $3,200 per month.
Chris signed up for Caretrics' Revenue Optimization service after reading about unbilled services in a Jane.app user group. The initial audit revealed shocking findings:
Finding: 34% of massage therapy add-ons after physiotherapy sessions were never invoiced.
Root Cause: Multi-provider handoff process relied on verbal communication. Physiotherapist would recommend soft tissue work, patient would go directly to the RMT, but front desk wasn't notified to add the second service to the invoice.
Example Transaction:
Frequency: 17 occurrences per month Monthly Impact: 17 × $75 = $1,275
Finding: 23% of insurance claims were being denied or partially paid due to missing documentation.
Root Cause: Jane.app's insurance integration was configured, but practitioners weren't consistently attaching required clinical notes and diagnostic codes.
Example Claim:
Frequency: 9.3 claims per month Monthly Impact: 9.3 × $95 = $884
Finding: 11.2% no-show rate, significantly above industry best practice (4-5%).
Root Cause: No automated SMS reminders enabled in Jane.app. Only email reminders sent 48 hours prior (low open rate).
Calculation:
Finding: Extended treatment sessions (45-60 min) were being billed as standard sessions (30 min).
Root Cause: Front desk staff didn't have visibility into actual treatment duration vs booked duration.
Example:
Frequency: 6 occurrences per month Monthly Impact: 6 × $40 = $240
Finding: Supplements and therapeutic products recommended during appointments weren't consistently being added to invoices.
Root Cause: Practitioners would recommend products verbally, but patient would leave without purchasing (and front desk had no record of recommendation for follow-up).
Monthly Impact: $120 in missed product sales
Annual Impact: $3,259 × 12 = $39,108 in preventable lost revenue
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Chris and his team implemented fixes systematically, starting with highest-impact leaks:
Action 1: Multi-Provider Handoff Protocol
Action 2: SMS Reminder Activation
Action 3: Product Sales Checklist
Action 4: Insurance Documentation Training
Action 5: Duration Monitoring System
Revenue Recovered: $1,650
Status: 51% of total leak addressed
Revenue Recovered: $2,340
Status: 72% of total leak addressed
Revenue Recovered: $2,890
Status: 89% of total leak addressed
Total 90-Day Recovery: $1,650 + $2,340 + $2,890 = $6,880
Annualized Recovery: $2,890/month × 12 = $34,680/year
ROI on Caretrics Subscription:
"When you're not in the clinic every day, you assume the numbers are telling you the full story. They weren't."
Three key insights from the 90-day journey:
"We assumed that using Jane.app meant we were optimized. But the software can't fix process gaps—it just makes them less visible. I needed eyes on operations when I'm at the hospital."
"My front desk team wasn't being negligent—they literally had no visibility into multi-provider handoffs or extended treatment durations. Once we gave them the tools to see these gaps, they fixed them immediately."
"Each individual leak seemed minor—$240 here, $120 there. But together, they added up to a second front desk salary's worth of lost revenue. We could have hired another full-time position with what we were leaking."
If you're running a multi-provider Jane.app practice, watch for these red flags:
If your schedule is 85%+ booked but revenue isn't growing, you likely have billing leaks.
The more service types you offer (physio + massage + athletic training + products), the more handoff opportunities for billing gaps.
If your practitioners say "I told the front desk" but there's no written record, you're losing revenue.
If you're not regularly auditing completed appointments against invoices, leaks are 100% guaranteed.
With the revenue recovery stabilized, Chris is now focusing on growth:
Reinvestment Plan:
6-Month Goal: Use recovered revenue to fund targeted Google Ads campaign for new patient acquisition, aiming to reach 98% capacity.
Human 2.0's story isn't unique. Every multi-disciplinary Jane.app clinic has revenue leaks—the only question is how large they are.
Industry benchmarks:
For a clinic with $30,000/month in billed revenue and a 10% leak rate, that's $3,000/month ($36,000/year) in recoverable revenue.
Caretrics' Revenue Optimization system performs the same automated audit that uncovered Human 2.0's leaks:
What's Included:
Deliverable: Personalized "Money Map" showing your 5 specific leaks with dollar values
Timeline: 24-48 hours after connecting your Jane.app account
Pricing: $499/month (cancel anytime—most clinics see ROI in first week)
Q: Is this a one-time fix or ongoing? A: Both. The initial audit identifies leaks, then Caretrics' system continuously monitors to prevent regression. Human 2.0 still uses the system 12 months later to maintain their improvements.
Q: Do we need to change our Jane.app setup? A: No. Caretrics reads your existing Jane.app data via API and provides insights/alerts. No changes to your workflows required (though you'll likely want to implement process improvements based on findings).
Q: What if we don't have all 5 leaks? A: Most clinics have 3-4 of the 5 leaks. Single-provider practices tend to have fewer (no multi-provider handoff issues). The audit identifies YOUR specific leaks.
Q: How much time does this take from our staff? A: Initial setup: 15 minutes (connect Jane.app API) Ongoing: 5-10 minutes/day reviewing flagged appointments (typically 3-5 per day)
Q: What's the cancellation policy? A: Cancel anytime, no long-term contract. Most clinics see full ROI within 7-14 days and choose to continue indefinitely.
This case study is part of Caretrics' Revenue Optimization Library. Real clinic, real results. Get your own Money Map to discover your hidden revenue.
