Motion Physical Therapy Case Study

Status Quo before Silna

Before partnering with Silna, Motion Physical Therapy faced significant operational challenges related to insurance verification and authorizations across their multiple locations. These challenges directly impacted their team’s workload, work-life balance, and overall business efficiency.

Staffing and Capacity Constraints

With responsibility for four different locations, the administrative team was stretched thin, particularly at the beginning of each year when insurance verification demands peaked. The burden fell primarily on one team member, Brittney, who handled authorizations alongside numerous other critical tasks:

“As a person who is responsible for handling 4 different locations, I can’t be everywhere all at once. I also had all of these other core tasks to do. At the beginning of the year it would all fall on one person. Before I got here it was also a small team. As we grew as a company we knew that this process would break and we needed a solution that would scale with our business.”

Workflow Challenges

The team faced significant workflow challenges that often created a domino effect throughout the organization. When insurance verifications were delayed, it affected multiple downstream processes: notes wouldn’t get signed by physical therapists, claims wouldn’t be filed on time, and the entire revenue cycle would be disrupted.

The administrative burden was overwhelming, with responsibilities including:

• Backing up the front desk
• Conducting benefit checks
• Managing patient intake
• Assisting with billing
• Obtaining plans of care from therapists
• Handling phone calls and emails

With clinics open until 7pm and patients arriving for late appointments, the administrative staff found it difficult to complete all necessary tasks during regular hours, severely affecting work-life balance.

Business Impact

The inefficiencies in the verification and authorization processes were beginning to limit the practice’s growth potential. As Motion expanded, they recognized that their existing processes wouldn’t scale effectively and began searching for a solution that could grow with their business while maintaining their high standards for patient care.

Implementation

The implementation process with Silna was remarkably smooth, taking approximately three weeks to complete. The Motion team was impressed by how seamlessly Silna integrated with their existing workflows:

“We didn’t have to change anything that our front desk explained or anything in our process. This was seamless and just fit into our company and process. This just worked and it was the same for us.”

The calibration process was equally efficient, requiring only two calls to fine-tune the system to Motion’s specific needs. Weekly check-in meetings were largely uneventful due to the smooth transition.

Enhanced Verification Process

Silna not only streamlined Motion’s verification process but also enhanced its depth and quality:

“Not only did this process launch seamlessly, but we are now getting a deeper level of information checked. Getting both individual and family deductible and OOP, before didn’t get both. Get reference numbers from payors/reps.”

The Silna portal provided unprecedented transparency into task status, allowing the Motion team to easily track progress and understand when additional information was needed.

Support

The quality of support was a critical factor for Motion when considering outsourcing such an important function. Silna exceeded their expectations:

“We were scared about outsourcing because this task was no longer in person at our clinic. But I don’t know if someone just sits on customer support full time, but your responses were so fast it felt like a full-time employee of Motion. We really wanted someone who is strong in communication and when it comes to weird insurance workflows (cause there is always something) it feels like we are working on it together. It never felt like we were left in the dark.”

Silna’s Impact on the Business

Partnering with Silna has transformed Motion Physical Therapy’s administrative operations, creating significant time savings and measurable business impact.

Time Savings and Operational Efficiency

The most immediate impact was the dramatic reduction in time spent on benefit checks—from an hour-long process to just 30 seconds. This efficiency gain allowed the administrative team to redirect their focus to other high-value activities:

“We can run a tighter ship because we are focusing on the high-impact tasks in our business and we are eliminating the chain reaction where benefit checks cause delay in the other parts of her job.”

With more available time, the team can now focus on:

• Billing and accounts receivable
• Ensuring Medicare compliance through timely plans of care
• Supporting front desk staff
• Following up with patients about outstanding balances

Revenue Impact

The operational improvements have directly translated to financial gains. Since implementing Silna, Motion has seen a 6-7% month-over-month increase in revenue collection:

“We did get word from higher ups that we had the best revenue collection month since working with Silna. We now have time to follow up with patients quickly and really focus on getting ahead of this process. Since working with Silna I would say that we now have our best revenue collection rate/process because I have time to just focus on billing.”

Enhanced Patient Experience

The more comprehensive benefit checks have improved patient communications and reduced confusion about coverage:

“We have lots of families that come in. Being able to talk about individual and family is helpful to provide full insights to the family. Having a reference number is really beneficial because we can show the family where we got that information. We now have less back and forth with the family because every benefit check has the reference number and rep that you spoke with.”

Additional benefits include:

• Easier detection of visit limits
• Fewer instances of patients unexpectedly reaching coverage limits
• Reduced concerns about prior authorization approvals

Recommendation to Physical Therapy Practices Considering Silna

For physical therapy practices facing administrative challenges with insurance verification and authorizations, Motion’s experience demonstrates that Silna doesn’t replace administrative staff—it “supercharges” them by eliminating time-consuming tasks that prevent them from focusing on more valuable activities.

The key takeaways from Motion’s experience include:

• Silna seamlessly integrates with existing workflows
• The solution scales with business growth
• Enhanced verification depth improves patient communication
• Time savings translate directly to revenue improvements
• Staff can focus on high-impact tasks rather than administrative burdens

The combination of operational efficiency, improved revenue collection, and enhanced patient communication makes Silna a valuable partner for physical therapy practices looking to optimize their administrative processes while maintaining control over their patient experience.