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Physical Therapy First runs three clinics off one shared front desk team, handling insurance checks, intake, scheduling, and reviews entirely by hand. We connected all three into one automated system, cutting no-shows by more than half.
Physical Therapy First runs three clinics across Baltimore (Roland Park, Clarksville, and Hunt Valley), all staffed by one shared front desk team working by phone, one patient at a time. Every new patient meant twenty minutes of manual insurance verification and chart setup before they'd even walked through the door. No-shows sat at 18% across all three locations, with no shared waitlist to fill an empty slot when someone cancelled. Intake forms were still paper, filled out in the waiting room after check-in, so nothing was in the system until the visit had already started.
They came to Soch needing intake, scheduling, and reputation handled as one connected system instead of three separate manual habits, built on top of PromptEMR, the scheduling system the front desk already used, so there was nothing new for anyone to learn.
Every new patient meant twenty-plus minutes of manual insurance verification and chart setup, done by hand before they walked in. No-shows were running at 18% across all three clinics, with no shared waitlist to fill an empty slot when someone cancelled. And intake was still happening on paper in the waiting room, so nothing entered the system until the visit had already begun.
We used to have someone dedicated to insurance checks and chart setup, one patient at a time, by hand. Now that's already done before they walk in. Our front desk finally has time to actually talk to patients instead of chasing paperwork.
The first workflow checks insurance eligibility and pre-builds the patient's chart the moment they request an appointment, then texts them their intake forms before they even leave the house.
The second workflow ties scheduling across Roland Park, Clarksville, and Hunt Valley together, so a cancellation at one location instantly offers that slot to someone on the waitlist.
The third workflow sends a review request only to patients who reported a genuinely good outcome, timed to their last visit, all built on PromptEMR, the system the front desk already used.
Reduction in admin time per new patient, twelve months in.
No-show rate across all three clinics, down from 18%.
Increase in monthly Google reviews, from 3 a month to 40, alongside a 23% rise in new-patient bookings within two quarters.
