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Problem
RCM Growth Pushes Legacy Tools to Their Limit
With continued growth in WebPT’s RCM service lines, the need for greater operational efficiency became clear. The RCM team had already built strong processes using a combination of Google Sheets, Docs, and AppSheet, but as teams expanded and workflows became more complex, these tools began to reach their limits.
Maintaining SOPs, tracking payer portal access, and managing individualized client information required increasing effort as the scale of operations demanded more automation, centralization, and visibility. “The SOP setup we had worked—for a while—but it wasn’t built to scale. SmartSuite gave us the structure we needed to grow with consistency,” shared Jami.
To stay ahead of that curve, WebPT proactively sought a solution to streamline collaboration, standardize data, and increase cross-team transparency — without sacrificing flexibility.
Q1
Solution
Building Structure to Unlock RCM Efficiency at Scale
WebPT selected SmartSuite as a platform to support three critical areas of optimization:
Portal Access Management
A centralized, automated request system replaced manual tracking of payer portal access needs, including routing for documentation and client coordination. A dedicated SmartSuite dashboard now organizes requests by priority, helping ensure timely resolution and secure credential handling.
SOP Management
The team migrated over 250 SOPs into SmartSuite so far, where version control, owner assignment, and review workflows are now embedded directly in the process. This structure is enabling more consistent process adherence across claims, payments, enrollments, and other RCM functions. “Looking back, it’s incredible to see how far we’ve come. What used to feel pieced together now feels like a truly unified system,” Jami reflected.
Client Profile Index Consolidation
WebPT’s RCM team is actively replacing over 700 individualized tracking sheets with structured records within SmartSuite, offering a unified and searchable source of truth for client-specific. protocols. Linked record relationships support a holistic view across departments while maintaining data integrity.
Importantly, SmartSuite’s compliance framework — including HIPAA-readiness, SOC 2 Type II certification, and ISO 27001 alignment — met WebPT’s rigorous vendor security and privacy requirements.
Q2
Results
Stronger Systems, Smarter Teams, and Sustainable Growth
Since implementing SmartSuite, WebPT’s RCM operations have seen measurable gains in productivity, collaboration, and visibility:
- Increased speed in assigning and completing tasks through SmartSuite’s automated workflows and team dashboards
- Greater institutional knowledge through standardized SOPs and searchable client information
- Simplified interdepartmental communication with structured request forms and automated Slack/email notifications
- Reduced reliance on additional Salesforce licenses by enabling internal teams to manage work cases directly in SmartSuite
As WebPT’s RCM services grow, SmartSuite is helping ensure its processes, systems, and teams grow confidently with it. Jami emphasized: “SmartSuite helped us build out a shared platform that scales with our growth. It’s become a place where every RCM team member can work more efficiently and stay aligned.”
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