How WelcomeWare Helped Decrease Hiring Challenges and Enabled Professional Physical Therapy to Expand
Professional Physical Therapy (Professional PT), known as “the best physical, occupational, and hand therapy provider in the Northeast,” was struggling to staff their front desks. With over 200 locations across five states in the Northeast (New York, New Jersey, Connecticut, Massachusetts, and New Hampshire), Professional PT had difficulty hiring staff for their multiple locations.
In need of a solution that would eliminate hiring difficulties while aiding their planned expansion, Professional PT turned to WelcomeWare for help.
“WelcomeWare has been a great addition to our administrative team and has become an integral part of our operations at the site level. It gives us a second option when front desk is occupied and enables us to harness technology to help support our business.”
Tim Mauro
Regional Vice President Clinical Operations, Professional PT
The Problem
It was challenging to hire skilled Patient Care Coordinators (PCCs) to fill and backfill positions.
The Solution – WelcomeWare
Professional PT wanted to spend their time focused on opening new clinics and treating more patients, not frequently hiring and backfilling administrative positions. Clinical Admin Managers (CAMs) can effortlessly allocate Virtual Patient Care Coordinators to cover vacancies using the WelcomeWare platform. This virtual staffing solution can either be permanent or temporary while efforts to hire a Patient Care Coordinator are still ongoing. Harnessing the utility of WelcomeWare enables Professional PT to open new clinics without needing to first hire an inperson Patient Care Coordinator.
Improved Patient Experience
The easy setup of WelcomeWare’s kiosks means Professional PT can staff new clinics quickly with their highly trained Virtual Patient Care Coordinators—reducing the need to hire and train new Patient Care Coordinators while ensuring a highquality check-in experience is maintained at all times. Leveraging existing Virtual Patient Care Coordinators to support new clinics means Professional PT is less likely to have administrative mishaps associated with non-administrative staff or new staff checking in patients. Mishaps can include missed paperwork, scheduled appointments, and payments.Leveraging Current Patient Care Coordinators
Better Patient Experience
Increased Collections
Increased Scheduled Appointments
Decreased Likelihood of Incorrect Intake Paperwork
Improved Clinician Efficiency
As Professional Physical Therapy continues to expand, it is imperative that the patient experience continues to be at the forefront of our business. With the implementation of WelcomeWare, our remote team (Virtual Patient Care Coordinators) have become an extension of our on-site team and have been an instrumental part of our continued success as it has allowed for multiple clinics to be supported at any given time, reduced the need for staff to travel to other locations for coverage, and provides patients another platform to connect with us.
Wait times for check-ins have been reduced, our phone answer rate has improved, and we have been able to provide our team a better work life balance due to the additional resources that are generated with the use of WelcomeWare.
Emily Lannan
Assistant Director, Clinical Administration, Professional PT