IRG Physical & Hand Therapy

Inefficient Paper-Based Billing – A Bottleneck for Patients and Staff

For years, Integrated Rehabilitation Group (IRG) relied on traditional, paper-based billing to manage patient payments. Each month, thousands of patients would receive their statements in the mail, often weeks after their visits.

At the beginning of every new month, the billing department braced for impact. As soon as statements landed in patients’ mailboxes, the phones started ringing. Confused patients had questions about their balances, insurance adjustments, and payment options.

"We knew the first week of the month would bring a flood of calls. It was overwhelming for our staff and frustrating for our patients."
— Janet Carbary, CFO

This outdated approach created a ripple effect across IRG’s operations:

• Patients were frustrated by delayed statements and unexpected balances.
• Staff were overwhelmed by the influx of billing inquiries, diverting time from other critical tasks.
• Cash flow was unpredictable, as payments trickled in weeks or months after services were rendered.

IRG knew that if they wanted to provide a modern, patient-friendly experience, their billing system needed to evolve.

High Patient Bills and Delayed Payments

The problems weren’t just operational—they directly impacted revenue.

Since statements were only sent once a month, patients often saw a larger-than-expected bill covering multiple visits. This led to payment hesitations and delays, causing:

• Longer collection cycles, making it harder to forecast revenue.
• Higher administrative costs, with staff spending extra time following up on outstanding balances.
• Patient dissatisfaction, as large lump-sum bills were harder to manage.

"The total bill would include a number of services from the previous month, making it a large pill to swallow for our patients. Then it would take a long time before the money started to roll in."
— Shannon O'Kelley, CEO

IRG needed a way to make payments easier and more predictable for both patients and their bottom line.

Outdated Billing System – A Disconnect from Patient Expectations

While digital payments were becoming the norm in industries like retail and banking, IRG’s billing system remained stuck in the past. Patients who were accustomed to instant, mobile-friendly payment options elsewhere were left frustrated with a process that felt outdated and inconvenient.

• No digital payment reminders meant patients often forgot to pay their bills.
• No mobile-friendly payment options created unnecessary friction in the payment process.
• No real-time payment tracking made it difficult for patients to stay on top of their balances.

"Our outdated billing system was a barrier to providing the best patient experience. We needed a solution that matched the convenience our patients expect."
— Shannon O'Kelley, CEO

IRG knew that sticking with the status quo was no longer an option. They needed a modern, patient-friendly billing solution that would boost collections, improve cash flow, and reduce administrative burdens—without adding complexity.

A Smarter, Simpler Way to Get Paid

When IRG implemented PatientPay, everything changed. The stress of monthly paper statements disappeared, replaced by an intuitive, digital-first approach that made it easier for patients to pay and faster for IRG to collect. Instead of waiting for bills in the mail, patients received branded text and email notifications, allowing them to pay instantly from their phones.

"Now, instead of patients getting a large bill at the end of the month, they receive a simple text or email right after their visit. They can pay immediately, without any confusion or frustration."
— Janet Carbary, CFO

With seamless integration into their system, IRG’s billing workflow became automatic, efficient, and far less labor-intensive. No more waves of patient phone calls. No more administrative bottlenecks. Just a frictionless, patient-friendly billing experience that worked.

Payments Happening in Real-Time

With on-the-spot notifications and flexible payment options, IRG saw an immediate shift in their collections process:

• Payments started coming in the same day services were rendered.
• Patients paid smaller, more manageable amounts instead of large, accumulated balances.
• The need for manual follow-ups dropped dramatically.

"We no longer have to chase down payments weeks or months after services. The money flows in much faster now."
— Shannon O'Kelley, CEO

Not only was IRG collecting more payments, faster, but they were also spending less time and money to do it.

A Better Experience for Patients and Staff

With PatientPay, billing became clear, convenient, and frustration-free for patients. No more confusing, outdated statements—just simple, transparent communication with one-click payment options.

• Branded texts and emails ensured trust—patients knew it was from IRG.
• Payments could be completed in seconds, directly from a mobile device.
• Patients no longer had to call with questions, reducing strain on staff.

"The number of patient billing calls has dropped significantly. Patients understand their bills now, and they have an easy way to pay immediately."
— Janet Carbary, CFO

For IRG’s team, the shift was just as transformative. Instead of being bogged down with manual billing tasks and phone support, staff could focus on what mattered most—delivering high-quality care.

Faster Payments. Higher Revenue. Less Hassle.

With PatientPay fully integrated, IRG now operates with:

• A 25% increase in patient payments within the first 30 days
• A dramatic reduction in payment collection time
• Lower administrative costs and fewer billing-related calls

The result? More revenue, less work, and happier patients.

"We’ve improved collections by 25%, and payments are coming in much faster. It’s a complete transformation."
— Shannon O'Kelley, CEO

What started as a billing headache became a seamless, high-performing payment system that supports both financial success and patient satisfaction. For IRG, PatientPay wasn’t just an upgrade—it was a game-changer.