Headquartered in Kirkland, WA, Lake Washington Physical Therapy serves patients throughout the greater Seattle region.
Clinicient
Lake Washington Physical Therapy is a private, therapist-owned practice specializing in boutique, one-on-one care across nine clinics in the Seattle area. With 129 employees and director-level ownership at each location, LWPT is dedicated to delivering long-lasting health outcomes for patients in one of America’s most innovative, tech-driven communities.
Cut accounts receivable by 47% in the first month, turning delayed cashflow into fast, predictable revenue.
Revenue per visit increased by $2.50 as payments are received faster, boosting purchasing power and operational agility.
Reduced the billing team’s workload by 25%, allowing staff to focus on patient support and growth.
Lake Washington Physical Therapy prides itself on high-touch, individualized care—but their billing was stuck in the past. Managing nine independent clinics with 129 employees, they had tested various online bill pay solutions. Each proved difficult to integrate with their EMR (Clinicient) and failed to truly meet patient expectations.
Ben Wobker, Founder and CEO, describes the day-to-day frustration:
“We’re surrounded by Microsoft, Google, and Amazon and our patients would ask, ‘Why can’t you just text me my bill?’ We knew we needed to do better.”
Their makeshift fix? Manually texting patients, a solution that proved too labor-intensive to sustain, especially as each clinic operates with director-level ownership and a franchise-like model. Payments trickled in by check and cash, drawing out the process for both patients and providers. A quarter FTE was dedicated purely to payment collection and follow-up.
High balances often stacked up over multiple sessions, leaving patients with sticker shock and more front office complaints.
“We provided cutting-edge care, but our payment experience was clunky, slow, and made billing a pain for everyone involved,” Ben said.
All that changed with PatientPay. As one of the most tech-savvy regions in the country, LWPT’s patients were quick to embrace secure, branded text and email payment links. The impact was immediate: receivables (A/R) dropped by 47% in the first month, and time-to-payment went from 45 days to just 20.
“We’re now getting paid more quickly, meaning our teams can see the benefit faster and operate more efficiently,” Ben explains.
PatientPay’s deep integration with Clinicient slashed administrative workload, freeing up a quarter of an FTE to be reallocated to patient-centric roles. Patients can now pay at the point of service, using Apple Pay, Google Pay, or whatever method suits them best. The system’s flexibility let LWPT fine-tune their dunning cycle, ensuring gentle reminders get results without unsettling clients.
Front office complaints about billing evaporated, replaced by vocal patient appreciation for the easy, secure digital experience. The ability to brand patient messages added an extra layer of trust, and even older patients found the system approachable, with just a few opting out for paper.
Another breakthrough was the move to “pay as you go”: Instead of stacking multiple visits into a single, intimidating bill, sessions are now billed individually, psychologically making the payments feel manageable. This not only increased per-visit payment by $2.50 but also sped up revenue recognition and improved the purchasing power of the practice.
Ben credits PatientPay’s customer service, from Shahzad and Conor to Mel, Pete, and Tom:
“It’s rare to find a solution where every person is accessible and cares about the outcome. PatientPay gave us not just a tool, but a true partner in our growth.”
As copays and deductibles rise nationwide, LWPT sees in PatientPay a solution that future-proofs their business model, keeps A/R low, and keeps clinicians focused on care, not collections.
“With PatientPay, the hassle is gone—our patients are happier and our business just runs smoother.”
Discover the transformative power of PatientPay for your PT practice. With seamless integration, effortless payments, and immediate improvements in cash flow, see why so many facilities are switching to PatientPay. Don't let outdated processes hold you back—take the first step towards a more efficient and patient-friendly billing system today
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