Reading Jane.app Staff Reports: Find Hidden Revenue in 10 Minutes
Jane.app's Staff Performance report is the most underutilized feature in the platform. Most clinic owners never look at it—or if they do, they don't know how to interpret what they're seeing.
That's a $7,000-10,000/month mistake.
Hidden in those columns are provider utilization gaps: scheduled hours that aren't getting booked. These gaps represent unfilled capacity—revenue you could be capturing with your existing team and overhead.
This guide will show you how to read the Staff Performance report, identify capacity gaps, and calculate exactly how much revenue you're leaving on the table.
Why Provider Utilization Matters More Than You Think
Most clinic owners focus on new patient acquisition when revenue is flat. But here's what the data shows:
Before adding a new provider or investing in marketing, check if you're fully utilizing your existing team.
The 85% Rule
Industry best-practice: Providers should be at 85-90% utilization.
- Below 75%: Significant unfilled capacity (scheduling problem or demand problem)
- 75-85%: Room for optimization (slight scheduling adjustments or targeted marketing)
- 85-90%: Healthy utilization (provider is busy but not burned out)
- Above 95%: Over-utilized (burnout risk, schedule too tight for emergencies)
The Hidden Cost of Low Utilization
Example: Provider with 32 scheduled hours/week at 65% utilization
- Booked hours: 20.8 hours
- Unfilled hours: 11.2 hours/week
- Average revenue/hour: $160
- Weekly leak: 11.2 × $160 = $1,792
- Monthly leak: $1,792 × 4.3 = $7,706
- Annual leak: $7,706 × 12 = $92,472
That's nearly $100K in revenue capacity sitting unused. And you're still paying overhead (rent, utilities, insurance) whether those hours are booked or not.
How to Access Jane.app's Staff Performance Report
Navigation: Reports > Staff > Staff Performance
Settings to Use:
- Date Range: Last 30 days (for accuracy) or Last 12 months (for trends)
- Group by: Provider (default)
- Include: All active providers
What You'll See: A table with these columns (we'll decode each one):
| Provider | Scheduled Hours | Booked Hours | Utilization % | Revenue | Revenue/Hour | |----------|----------------|--------------|---------------|---------|--------------| | Dr. Smith (DC) | 128 | 118 | 92% | $18,880 | $160 | | Jane (RMT) | 128 | 80 | 62% | $12,000 | $150 | | Sarah (PT) | 96 | 82 | 85% | $14,760 | $180 |
Let's decode what each column means and what to watch for.
Column 1: Scheduled Hours
What It Is: The total hours this provider has been scheduled to work (based on their Jane.app schedule).
Example: If Dr. Smith's Jane schedule shows "Monday 9am-5pm" (8 hours) × 4 weeks = 32 scheduled hours/week × 4 weeks = 128 scheduled hours/month.
Red Flag: Scheduled hours that don't match reality
- If a provider is scheduled 40 hours/week but only works 30, your data will be skewed
- Fix: Update Jane schedules to reflect actual working hours
What to Look For: Consistency across similar roles
- If two RMTs are both full-time, they should have similar scheduled hours
- Big discrepancies mean someone's schedule isn't updated
Column 2: Booked Hours
What It Is: The total hours this provider actually had appointments booked (whether patients showed up or not).
How Jane Calculates It: Sum of all appointment durations in their calendar.
Example:
- 30-minute appointments: 40 appointments × 0.5 hours = 20 hours
- 60-minute appointments: 15 appointments × 1 hour = 15 hours
- Total booked hours: 35 hours
Red Flag: Booked hours exceed scheduled hours
- If Dr. Smith has 128 scheduled hours but 135 booked hours, they're double-booking or working overtime
- This might be intentional (high demand) or a scheduling problem (emergencies squeezing into gaps)
What to Look For: Consistency month-over-month
- A sudden drop in booked hours (e.g., 118 → 85) suggests demand issues or scheduling problems
- A steady increase (80 → 95 → 118) suggests growing demand
Column 3: Utilization %
What It Is: Booked Hours ÷ Scheduled Hours × 100
Formula: If Jane has 80 booked hours and 128 scheduled hours:
- Utilization = (80 ÷ 128) × 100 = 62.5%
What It Means:
- 62.5% = Jane has 37.5% unfilled capacity (48 hours/month of empty schedule)
- At $150/hour, that's $7,200/month in potential revenue sitting unused
Target Ranges by Discipline:
- Physiotherapy: 80-85% (slightly lower due to assessment complexity)
- Massage Therapy: 85-90% (more predictable 30/60/90-min sessions)
- Chiropractic: 75-85% (varies by adjustment-only vs full assessment model)
- Naturopathy: 70-80% (longer appointments, more admin time between)
Red Flags:
🚩 Below 70% utilization: Major capacity gap. Either demand is low or scheduling is inefficient.
🚩 Wide gaps between providers (e.g., Provider A at 92%, Provider B at 64%): You don't have a demand problem—you have a scheduling distribution problem.
🚩 Utilization declining month-over-month: Trend is more important than a single data point. If Jane went from 85% → 78% → 72% over 3 months, investigate why.
Column 4: Revenue
What It Is: Total revenue generated by this provider's appointments (based on invoices).
What to Look For:
- Does revenue align with booked hours? If not, there's a pricing or unbilled services problem.
- Is revenue growing proportionally with booked hours? If booked hours are up but revenue is flat, something's wrong (pricing? unbilled services?).
Red Flag Example:
- Provider A: 118 booked hours, $18,880 revenue ($160/hour)
- Provider B: 118 booked hours, $14,160 revenue ($120/hour)
- If both are the same discipline with same pricing, Provider B likely has unbilled services or under-coding issues.
Column 5: Revenue/Hour
What It Is: Total Revenue ÷ Booked Hours
What It Tells You: How efficiently this provider generates revenue per hour worked.
Example:
- Dr. Smith: $18,880 ÷ 118 hours = $160/hour
- Jane (RMT): $12,000 ÷ 80 hours = $150/hour
Industry Benchmarks (Canada):
- Physiotherapy: $140-$180/hour (higher in major cities)
- Massage Therapy: $130-$170/hour
- Chiropractic: $120-$180/hour (depends on adjustment-only vs full assessment)
- Naturopathy: $160-$220/hour (longer appointments, higher per-visit pricing)
Red Flags:
🚩 Revenue/hour significantly below benchmarks: Could indicate:
- Under-pricing (charge more!)
- Unbilled services (see our unbilled services guide)
- Too many no-shows reducing effective revenue/hour
🚩 Wide variance between similar providers: If two physiotherapists have $180/hour and $120/hour, investigate:
- Are they billing the same services?
- Is one provider under-coding treatments?
- Does one provider have higher no-show rates?
How to Calculate Your Capacity Gap
Now that you understand the columns, let's calculate your clinic's total capacity gap.
Step 1: Identify Providers Below 85% Utilization
From your Staff Performance report:
- Provider A: 92% utilization ✅ (healthy)
- Provider B: 78% utilization ⚠️ (capacity gap)
- Provider C: 64% utilization 🚩 (major capacity gap)
Step 2: Calculate Unfilled Hours
Provider B:
- Scheduled: 128 hours/month
- Target utilization: 85%
- Target booked hours: 128 × 0.85 = 108.8 hours
- Current booked hours: 100 hours
- Unfilled hours: 108.8 - 100 = 8.8 hours/month
Provider C:
- Scheduled: 128 hours/month
- Target utilization: 85%
- Target booked hours: 108.8 hours
- Current booked hours: 82 hours
- Unfilled hours: 108.8 - 82 = 26.8 hours/month
Step 3: Calculate Revenue Opportunity
Provider B: 8.8 hours × $160/hour = $1,408/month Provider C: 26.8 hours × $150/hour = $4,020/month
Total Capacity Gap: $1,408 + $4,020 = $5,428/month ($65,136/year)
What to Do With This Information
Scenario 1: Low Utilization Across Multiple Providers (Demand Problem)
Symptoms: Most providers below 75% utilization, even high-demand providers have open slots
Root Cause: Not enough patients to fill available capacity
Solutions:
- Marketing: Invest in Google Ads, SEO, referral programs to drive new patient volume
- Schedule Reduction: Reduce scheduled hours for underutilized providers (align scheduled with actual demand)
- Service Expansion: Add services that fill gaps (e.g., massage therapy if you're chiro-only)
Scenario 2: Uneven Utilization (Scheduling Problem)
Symptoms: Provider A at 92% utilization, Provider B at 64% utilization (both same discipline)
Root Cause: Scheduling distribution problem, not demand problem
Solutions:
- Booking Priority: Adjust online booking to prioritize underutilized providers
- Schedule Overlap: Reduce overlap between high-utilization and low-utilization providers (spread demand)
- Patient Preferences: If patients prefer Provider A, identify why (rapport? skill? marketing?) and apply learnings to Provider B
Scenario 3: High Utilization But Low Revenue/Hour (Pricing Problem)
Symptoms: Provider at 88% utilization but revenue/hour is $95 (benchmark is $150)
Root Cause: Under-pricing or unbilled services
Solutions:
- Price Adjustment: If last price increase was >18 months ago, consider 10-15% increase
- Unbilled Service Audit: Run unbilled services checklist to catch billing gaps
- Service Mix: Analyze if provider is doing too many low-value services vs high-value assessments
Advanced: Utilization Trends Over Time
Don't just look at one month—analyze trends over 6-12 months.
How to Do It:
- Pull Staff Performance report for each of the last 12 months
- Create a simple spreadsheet: Month | Provider | Utilization %
- Chart it (line graph)
What to Look For:
📈 Steadily Increasing: Demand is growing (good problem to have)
- Action: Plan to add capacity (new provider or extended hours)
📉 Steadily Declining: Demand is falling (or you're not retaining patients)
- Action: Investigate patient retention, marketing effectiveness, competition
📊 Seasonal Patterns: Utilization dips in summer/holidays, spikes in spring/fall
- Action: Adjust schedules seasonally (reduce hours in low-demand months)
📊 Flat: Utilization hasn't changed in 12+ months
- Action: If below target (85%), implement demand-generation strategies
Real Clinic Example: $4,950/Month Capacity Gap
Clinic Profile:
- 3 providers (2 chiropractors, 1 RMT)
- Running at 78% average utilization
- Believed they needed to hire a 4th provider
What They Discovered:
- Provider 1 (DC): 92% utilization (healthy)
- Provider 2 (DC): 81% utilization (slightly low)
- Provider 3 (RMT): 62% utilization (major gap)
Capacity Gap Calculation:
- Provider 2: 5 unfilled hours/month × $140/hour = $700/month
- Provider 3: 28 unfilled hours/month × $150/hour = $4,200/month
- Total gap: $4,950/month ($59,400/year)
What They Did (instead of hiring):
- Shifted online booking priority to Provider 3 (RMT)
- Adjusted Provider 3's schedule to overlap less with Provider 1
- Added "Massage Therapy" to website SEO (was only marketing chiropractic)
Results (90 days):
- Provider 3 utilization: 62% → 84%
- Monthly revenue: +$3,800 (recovered most of the gap)
- Saved ~$60,000/year by NOT hiring a 4th provider
Your 10-Minute Action Plan
- [2 min] Pull the report: Reports > Staff > Staff Performance (last 30 days)
- [3 min] Identify gaps: Which providers are below 85% utilization?
- [3 min] Calculate opportunity: Unfilled hours × Revenue/hour = Monthly gap
- [2 min] Diagnose root cause: Demand problem? Scheduling problem? Pricing problem?
Total Time: 10 minutes Total Insight: Exact dollar value of your capacity gap
Frequently Asked Questions
Q: What if my provider WANTS to work less than 85% utilization? A: That's fine! Adjust their scheduled hours in Jane to match their desired workload. This ensures accurate utilization calculations. If they want 25 hours/week (not 32), set their Jane schedule to 25 hours, then target 85% of that.
Q: Should I share these numbers with my team? A: Yes, but frame it constructively. "We have capacity to grow without adding overhead" is better than "You're underutilized." Make it a team goal to optimize existing capacity before expanding.
Q: What's the fastest way to improve utilization? A: Online booking priority. If you use Jane's online booking, prioritize underutilized providers in the booking flow. Patients will naturally fill those gaps.
Don't Hire Until You've Optimized
The #1 mistake multi-provider clinics make: hiring a new provider before fully utilizing existing team.
Before adding Provider #4, answer these questions:
- ✅ Are Providers 1-3 all above 85% utilization?
- ✅ Have you optimized scheduling to distribute demand evenly?
- ✅ Have you maximized revenue/hour for each existing provider?
If the answer to ANY of those is "no," you have room to grow revenue without adding overhead.
The Staff Performance report is your roadmap. Use it.
This guide is part of Caretrics' Revenue Optimization Library. Get more Jane.app-specific guides at caretrics.com/library.
