How Limitless PTS Optimized Their Staff, Enhanced Their Culture, And Improved Their Patient Experience

Nov 1, 2024 | Case Studies

Limitless Physical Therapy Specialists, a 3-location practice in Rochester, NY, was faced with several common front desk coverage challenges. The Limitless leadership team was in need of a solution to eliminate these challenges, optimize their front desk operations, and help them continue to deliver on their Practice mission.

“Our mission is to provide our patients with a customized plan of care and to empower you to thrive. We want to be your guide to better health so you can do the things you love with the people you love.”

Limitless desired to grow their business while delivering on this
mission in the following ways:
• Offer flexible staffing
• Improve Company culture
• Prioritize the patient experience
• Promote growth in the care Coordinator role
• Create redundancy at the front desk to ensure coverage
and increase bandwidth

The Problem

Unexpected absences, PTO, and mid-day scheduling surges constantly resulted in long lines of patients waiting to be checked in.

Care Coordinators were limited by heavy workload and stress, unable to grow in their roles and value.

Clinical Staff was often interrupted from providing patient care in order to assist with administrative tasks at the Front Desk.

The Solution – WelcomeWare

Limitless implemented WelcomeWare’s virtual front desk receptionist platform in May 2024, enabling their Care Coordinators to provide front desk coverage across all of their clinics.

Limitless also employed Welcomers™ (expertly trained and managed virtual receptionists) as Virtual Care Coordinators, supplementing and supporting their in-person team with patient check-ins, referral management, progress notes, and other administrative tasks.

WelcomeWare Welcomers™

Welcomers can complete all Care Coordinator responsibilities remotely, from anywhere in the world. Welcomers are carefully recruited, highly trained, KPI-centric employees with consistently high retention rates and management support.

Well-trained on WelcomeWare and Limitless Physical Therapy Specialist’s processes, Limitless team of Welcomers serve as an extension of their team, and help solve the difficulties of hiring and training reliable front desk staff.

“WelcomeWare has enhanced both our admin functions and our admin environment. Our Welcomer has been a great addition with her work ethic, positivity, and team centric approach”

“Welcomers do so much more than Patient Check-in! We’ve seen meaningful improvement with Progress Notes, which are now captured more efficiently and accurately, ensuring no lapse in patient care. Welcomers help with proactive referral management, helping increase our arrival rate and get patients in sooner!”

Katie LeSuer

Care Coordinator Team Lead
Limitless Physical Therapy Specialists

The Result

Clinical team now 100% focused on patient care without administrative distractions

Increased opportunities for care coordinator team to enhance patient care coordination, support the clinical team, be proactive with referral management, and take on other tasks

Improved patient experience due to eliminated wait times, patients receiving attention, and enhanced script management leaving no lapse in patient care

Optimized Operations

Before WelcomeWare, Limitless needed 5 Care Coordinators for front desk coverage across their 3 clinics. They had 4, which then quickly declined to 3, with one Care Coordinator on maternity leave.

The addition of Welcomers taking on patient check-in and other front desk responsibilities increased the bandwidth of the in-person Care Coordinators, enabling them to take on a more “relationship forward role”, dedicating more time to coordinate patient care, be more proactive with referral management, and provide greater support to the clinical team.

Front Desk Optimization

5 sec.

Average patient wait time

1:11

Average duration of check-in

50%

Patient check-ins at clinic done through WelcomeWare