Enduring Performance operates two outpatient physical therapy practices: Advance in Motion Physical Therapy in Wilmington, North Carolina, and Propel Physical Therapy Services in Cedar Park, Texas. Both practices provide individualized, one-on-one physical therapy and pride themselves on a carefully coordinated schedule and a rockstar front office.
Challenge: Switching EMRs
Any practice owner knows that switching a system as integral as the EMR is not an easy decision. So when Joshua Lyon, owner and CEO of Enduring Performance, decided to move both practices to a new EMR, he wasn't quite sure how the rest of his tools would adapt.
His team knew the old system and had built their daily routines around it. Moving to a new system meant learning new workflows while continuing to care for the patients in front of them.
One thing working in Joshua's favor was that Shasta's calling and insurance verification agents were already part of the operation. In the month before the switch, Shasta had taken over every insurance check for the practice and all after-hours calls. Joshua did not want either job landing back on his front office while the team learned a new EMR.
“If the work had fallen back on the team, the first round of insurance verifications would have been a mess. We would have been doing that work in a new system, too. We probably would have ended up a week behind or asked the team to stay after hours for a week to catch up.”
Why Shasta: The agents could move with the practice
Shasta's agents read patient and insurance information from the EMR. The instructions for how Enduring Performance wants the work handled live with the agents in Shasta. That includes the context and guidance Joshua's operations team had already put into calling and insurance verification.
When the source of patient data changes, Shasta can connect those same agents to the new system. Their instructions come with them. Enduring Performance did not have to rebuild the agents or teach them how the practices worked all over again.
This was the part that mattered most. Joshua could keep the agents already doing the work while the staff focused on learning the parts of the new system they would use with patients.
Transition: A quiet go-live
Enduring Performance handled the underlying migration from WebPT to Prompt. Shasta kept both agents connected to the old system until the new one was ready. At go-live, Shasta switched the connection they used to read practice data.
The calling agent kept answering after-hours calls. The insurance verification agent kept checking benefits. Both followed the same guidance they had used before the switch. From the front office's point of view, the work never stopped.
“There was no disruption in Shasta as we switched EMRs. The only thing we had to figure out was where to put the information in the new system. The rest was seamless.”
Impact: The work kept moving
The clearest sign that the transition worked was that neither job had to come back to the clinic team. Calling and insurance verification had zero downtime during go-live, and the same Shasta agents were still in production when the practices went live on the new system.
That gives Enduring Performance more freedom the next time it evaluates an EMR. Its patient records can move to the system that works best for the practices. The guidance behind calling and insurance verification stays with the agents already doing the work. Joshua can change the system underneath the work without starting the work over.
“Integrations are always a priority. Any system we add has to be able to integrate, but more importantly, it has to scale as we grow.”
See how Shasta can keep calling and insurance verification moving when the systems underneath them change.
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