Challenge

A leading early intervention services provider supporting over 5,000 children across the state with a team of 1,000 contracted therapists. The company offers a range of services, including speech therapy, occupational therapy, physiotherapy, and special education, delivered at home or in schools.

The company faced significant operational and compliance challenges:

  • Tracking 5,000+ children receiving services and ensuring seamless communication with parents.
  • Managing a large roster of therapists, including onboarding, scheduling, billing, and performance tracking.
  • Ensuring compliance with HIPAA regulations and state requirements for therapy logs and service delivery.
  • Dealing with time-consuming manual processes for onboarding families and therapists, tracking services, and addressing complaints or issues.
  • The lack of a centralized system to flag potential issues with therapists or services.

Solution

We developed a comprehensive, HIPAA-compliant system using Zoho One, tailored to the unique needs of the organization:

  1. Centralized Child and Therapist Management: A single platform to track all children receiving services, their progress, and communication with parents, as well as the onboarding, scheduling, and performance of therapists.
  2. Automated Therapy Logs and Billing: Therapists could log therapy sessions directly into the system, ensuring accurate records and seamless billing compliant with state regulations.
  3. Streamlined Onboarding: Automated workflows reduced the time required to onboard families and therapists, ensuring a smooth and efficient process.
  4. Compliance Tracking: The system ensured all processes adhered to HIPAA and state regulations, with built-in checks and controls to flag any potential issues.
  5. Data-Driven Issue Resolution: Automated data analysis flagged problematic therapists, tracked complaints, and ensured swift resolution to maintain service quality.
  6. Parent Communication Portal: A secure portal allowed parents to access their child’s service history, communicate with the organization, and receive real-time updates.

Result

  • The new system transformed the organization’s operations, delivering:

    • A 50% reduction in administrative workload, freeing staff to focus on quality service delivery.
    • Real-time visibility into child progress, therapist performance, and compliance metrics.
    • Enhanced billing processes ensured that all therapy sessions were accurately logged and billed in full compliance with state regulations, reducing errors and safeguarding against compliance issues.
    • Enhanced compliance with HIPAA and state regulations, minimizing risk and ensuring flawless service delivery.
    • Improved onboarding efficiency, cutting down time spent on repetitive manual tasks.
    • A better experience for families, with streamlined communication and access to their child’s therapy records.
    • Data-driven decision-making, with automated systems flagging issues and ensuring timely intervention.

     

  • By implementing Zoho One, the early intervention services provider achieved operational excellence and full regulatory compliance while enhancing the quality of care provided to children and families. The streamlined processes and robust data management ensured the organization could scale efficiently and meet the needs of its clients and therapists with precision and care.