How Human 2.0 Recovered $28,800/Year in 90 Days

Clinic Profile:

• Name: Human 2.0 Wellness & Performance
• Location: Toronto, ON
• Type: Multi-disciplinary (Chiropractic, Massage Therapy, Naturopathy)
• Team: 3 chiropractors, 2 RMTs, 1 ND, 2 front desk
• Monthly Appointments: ~420
• Jane.app User: 4 years

The Wake-Up Call

Dr. Sarah Chen, clinic owner, knew something was wrong. Her 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

"We were at 92% capacity," Sarah recalls. "I couldn't understand why revenue wasn't growing proportionally. I assumed it was just market conditions or insurance reimbursement rates declining."

The real issue? Hidden revenue leaks totaling $3,200 per month.

Discovery Phase (Week 1-2)

Sarah signed up for Caretrics' Revenue Optimization service after reading about unbilled services in a Jane.app user group. The initial audit revealed shocking findings:

Leak #1: Unbilled Services ($1,280/month)

Finding: 34% of massage therapy add-ons after chiropractic adjustments were never invoiced.

Root Cause: Multi-provider handoff process relied on verbal communication. Chiropractor would recommend massage, patient would go directly to RMT, but front desk wasn't notified to add second service to invoice.

Example Transaction:

• Booked: Chiropractic adjustment ($85)
• Received: Adjustment + 30-min massage ($85 + $75)
• Invoiced: Only $85
• Lost: $75

Frequency: 17 occurrences per month Monthly Impact: 17 × $75 = $1,275

Leak #2: Insurance Claim Failures ($890/month)

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:

• Submitted: $95 chiropractic visit
• Paid: $0 (denied - missing ICD-10 code)
• Clinic Revenue: $0 (patient refused to pay out-of-pocket after insurance denial)

Frequency: 9.3 claims per month Monthly Impact: 9.3 × $95 = $884

Leak #3: No-Show Rate ($680/month)

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:

• 420 monthly appointments × 11.2% = 47 no-shows
• Industry best: 420 × 4.5% = 19 no-shows
• Gap: 28 appointments/month
• 28 × $95 average = $2,660 potential
• Realistic fill rate: 25% with better reminders
• Monthly Impact: 7 recovered appointments × $95 = $665

Leak #4: Under-Coded Services ($240/month)

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:

• Booked: 30-min massage ($75)
• Actual: 52-min massage (practitioner extended for clinical reasons)
• Should Bill: $115 (60-min rate)
• Lost: $40

Frequency: 6 occurrences per month Monthly Impact: 6 × $40 = $240

Leak #5: Product Sales Tracking ($120/month)

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

Total Monthly Revenue Leak: $3,259

Annual Impact: $3,259 × 12 = $39,108 in preventable lost revenue

Implementation Plan (Week 3-4)

Sarah and her team implemented fixes systematically, starting with highest-impact leaks:

Week 3: Quick Wins

Action 1: Multi-Provider Handoff Protocol

• Created "Service Addition" form for chiropractors to flag massage referrals
• Trained front desk to check form before checkout
• Expected Impact: Recover 80% of missed massage add-ons ($1,020/month)

Action 2: SMS Reminder Activation

• Enabled Jane.app SMS reminders (24hr + 48hr)
• Added cancellation policy to booking widget
• Expected Impact: Reduce no-show rate from 11.2% to 6.5% ($450/month)

Action 3: Product Sales Checklist

• Added "Product Recommendations" field to practitioner checkout notes
• Front desk reviews before patient leaves
• Expected Impact: Recover 75% of missed sales ($90/month)

Week 4: Process Improvements

Action 4: Insurance Documentation Training

• 2-hour training session for all practitioners on required ICD-10 codes
• Created Jane.app template with pre-filled documentation requirements
• Expected Impact: Reduce claim failure rate from 23% to 8% ($590/month)

Action 5: Duration Monitoring System

• Caretrics' automated audit flags appointments where actual duration > booked duration
• Front desk reviews flagged appointments for billing adjustment
• Expected Impact: Catch 90% of under-coded sessions ($215/month)

Results: 90-Day Timeline

Month 1 (Weeks 1-4)

Revenue Recovered: $1,650

• Multi-provider handoff fix: $980 (77% success rate)
• SMS reminders: $420 (no-show rate dropped to 7.8%)
• Product sales tracking: $95
• Insurance claims: $155 (training lag—improvements in Month 2)

Status: 51% of total leak addressed

Month 2 (Weeks 5-8)

Revenue Recovered: $2,340

• Multi-provider handoff: $1,180 (92% success rate—process refined)
• SMS reminders: $515 (no-show rate dropped to 6.1%)
• Product sales: $110
• Insurance claims: $490 (training paying off)
• Duration monitoring: $45 (still learning to use alerts)

Status: 72% of total leak addressed

Month 3 (Weeks 9-12)

Revenue Recovered: $2,890

• Multi-provider handoff: $1,240 (97% success rate—fully operational)
• SMS reminders: $580 (no-show rate stabilized at 5.2%)
• Product sales: $115
• Insurance claims: $740 (claim failure rate dropped to 9%)
• Duration monitoring: $215 (front desk mastered the system)

Status: 89% of total leak addressed

Final Results

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:

• Monthly cost: $499
• Monthly recovery: $2,890
• ROI: 5.8x (or 480% return)
• Payback period: 6 days

What Surprised Sarah Most

"I thought we were running a tight ship. We had Jane.app set up, used all the features we knew about, tracked our KPIs. But we were blind to these process gaps."

Three key insights from the 90-day journey:

Insight 1: Technology ≠ Optimization

"We assumed that using Jane.app meant we were optimized. But the software can't fix process gaps—it just makes them less visible."

Insight 2: Staff Don't Know What They Don't Know

"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."

Insight 3: Small Leaks Compound

"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."

Lessons for Other Multi-Disciplinary Clinics

If you're running a multi-provider Jane.app practice, watch for these red flags:

Red Flag 1: High Utilization + Flat Revenue

If your schedule is 85%+ booked but revenue isn't growing, you likely have billing leaks.

Red Flag 2: Complex Service Offerings

The more service types you offer (chiro + massage + naturopathy + products), the more handoff opportunities for billing gaps.

Red Flag 3: Verbal Communication Reliance

If your practitioners say "I told the front desk" but there's no written record, you're losing revenue.

Red Flag 4: No Systematic Auditing

If you're not regularly auditing completed appointments against invoices, leaks are 100% guaranteed.

Human 2.0's Next Steps

With the revenue recovery stabilized, Sarah is now focusing on growth:

Reinvestment Plan:

1. 30% to Staff Bonuses ($867/month) - Rewarding the team for process adherence
2. 40% to Marketing ($1,156/month) - Filling remaining 8% capacity gap
3. 30% to Cash Reserves ($867/month) - Building 6-month runway

6-Month Goal: Use recovered revenue to fund targeted Google Ads campaign for new patient acquisition, aiming to reach 98% capacity.

Your Clinic's Hidden Revenue

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:

• Single-provider clinics: 1.5-2.5% revenue leak
• Multi-provider clinics: 5-8% revenue leak
• Multi-disciplinary clinics: 8-12% revenue leak (Sarah's was 10.3%)

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.

How to Get Your Own Audit

Caretrics' Revenue Optimization system performs the same automated audit that uncovered Human 2.0's leaks:

What's Included:

1. Appointment-Invoice Audit: Cross-references every appointment against invoice
2. Insurance Claim Analysis: Identifies denial patterns and missing documentation
3. No-Show Pattern Detection: Analyzes time-of-day, provider, and patient type trends
4. Duration Monitoring: Flags under-coded extended sessions
5. Product Sales Tracking: Correlates recommendations with actual sales

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)

FAQs

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.