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Problem
RCM Growth Pushes Legacy Tools to Their Limit
With continued growth in WebPT’s Revenue Cycle Management (RCM) service lines, the need for greater operational efficiency, compliance, and control became critical. While the RCM team had strong initial processes using a combination of Google Sheets, Docs, and other tools, the rapid scaling of teams and increasing workflow complexity exposed significant limitations in centralization, standardization, and data consistency.
Maintaining essential operational knowledge, such as Standard Operating Procedures (SOPs), became a decentralization headache, leading to wasted employee time searching for unverified information. More critically, high-volume operations like processing inbound requests required excessive manual effort and expensive external licenses.
Q1
Solution
Building Compliance and Automation to Unlock RCM Efficency at Scale
WebPT selected SmartSuite as the core application to drive operational maturity across two mission-critical areas: high-volume automation and process standardization.
License-Saving Workflow Automation
WebPT utilized SmartSuite Forms to enforce data standardization at the point of entry for high-volume inbound requests. This highly structured data now automatically drives critical downstream case and ticket creation in the legacy system, allowing WebPT to eliminate the need for hundreds of costly external user licenses for that platform.
“By leveraging SmartSuite to standardize and automate our request flow, we were able to consolidate work for six teams directly into the platform. This move alone allowed us to eliminate 300 costly external licenses,” Jami reflected.
Standardized Process Knowledge Base
To solve the challenge of decentralized operational knowledge, the team migrated all RCM SOPs out of scattered Google Drive locations into a single, searchable SmartSuite Solution. SmartSuite now acts as the guaranteed source of truth for RCM process knowledge, complete with version control, owner assignment, and mandated review workflows. This structure ensures data consistency and scalability as the team grows.
Importantly, SmartSuite's robust compliance framework - including HIPAA-readiness, SOC 2 Type II certification, and ISO 27001 alignment - met WebPT’s rigorous vendor security and privacy requirements, allowing them to manage sensitive operations within the platform.
Q2
Results
Massive Cost Reduction, Standardized Processes, and Sustainable Growth
Since implementing SmartSuite as the core platform for these initiatives, WebPT’s RCM operations have seen measurable and high-impact gains across the board:
* Massive Hard-Cost Savings: Achieved an 89% Annual ROI by eliminating 300 CRM licenses, resulting in $450,000 in annual savings thanks to SmartSuite’s Form-to-Case automation processing over 6,600 structured cases per month.
* Enhanced Employee Productivity: The RCM SOP Initiative eliminated 90% of Non-Value-Add (NVA) employee time spent searching for correct documents (estimated at 361 hours/month of lost productivity), generating a measurable annual saving of $105,168.
* Standardized Operational Knowledge: Created a single, searchable source of truth for RCM SOPs, improving process adherence and institutional knowledge across all RCM functions.
* Increased Operational Efficiency: Solved the "unverified information" and "numerous owners" efficiency issues by enforcing version control and clear ownership in SmartSuite.
As WebPT’s RCM services grow, SmartSuite is helping ensure its processes, systems, and teams grow confidently with it.
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