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How Everett & Hurite Tripled Front-Desk Collections
Meet the practice
Explore how Everett & Hurite Ophthalmic Surgeons leveraged Promptly's automated patient intake kiosks to combat staff burnout, streamline high-volume operations, and achieve a staggering 54% kiosk adoption rate along with a 300% surge in monthly collections in just 60 days.
The challenge
In the fast-paced environment of ophthalmic surgery, Everett & Hurite was managing an incredible volume of more than 70,000 patients per year. However, the heavy administrative burden began taking a toll on the front-desk team. Leadership noticed staff turnover creeping into the double digits.
The practice needed to alleviate the daily stress of empty seats and repetitive paperwork without sacrificing patient care. They required an intelligent technology partner that could automate routine check-in tasks, surface outstanding balances, and protect their most valuable asset—their team.
The approach
The road to digital transformation required a strategic cultural shift. Following a modest initial software rollout, the leadership team launched "Promptly Palooza"—a dedicated training initiative designed to turn front-office staff into project stakeholders.
Instead of viewing technology as a replacement, the team reframed it as an administrative shield. By introducing the "Patient Cheerleader" model, staff proactively guided patients (including a large Medicare-aged demographic) to interrupt the office's natural flow and master the intuitive kiosks.
"Change is hard. People saw it as, 'Are we bringing this in to replace us?' We had to educate the employees on the purpose. The intention is not to let anybody go; it is to change the work that you do. Instead of the mundane jobs of 'Hello, what’s your name, go sit down,' now you can do more quality work. You can look the patient in the eye and have a real conversation." - Bill Bruce, Information Security Manager
After 60 days of the "Promptly Power Up" phase, Everett & Hurite:
Boosted kiosk utilization from 9 to 1,022 monthly uses, capturing 54% of all appointments.
Tripled monthly front-desk collections from $1,967 to $7,915.
Empowered administrative staff to transition from mundane data entry to high-level responsibilities like eligibility verification and managing cancellation lists.
The solution
Everett & Hurite deployed Promptly’s self-service kiosks combined with the backend power of the Promptly Dashboard to completely overhaul their front-of-house operations.
- Self-Service Kiosks: Placed strategically to capture patient traffic, the kiosks allowed patients to check in independently, review their information, and bypass the traditional waiting line.
- Automated Balance Surfacing: The kiosks effectively identified past-due balances and co-pays at the exact point of service, allowing the practice to collect payments effortlessly without putting staff through uncomfortable financial conversations.
- The Promptly Dashboard: Provided the management team with real-time visibility into patient flow, enabling seamless optimization of daily clinic operations.
Results
Tripled point-of-service revenue
By integrating automated financial touchpoints into the kiosk check-in flow, Everett & Hurite saw immediate bottom-line growth. Monthly collections surged from $1,967 to $7,915, maintaining a high average collection of $108.43 per transaction by automatically capturing co-pays and long-standing historical balances.
Bridged the digital divide for patients
Through the patient-supportive workflow, the Warrendale office proved that age is no barrier to modern technology. Kiosk usage skyrocketed from just 9 check-ins in December to 1,022 check-ins by February, giving patients greater independence and control over their medical check-in experience.
Evolved staff roles and eliminated burnout
With Promptly handling repetitive data entry, the front-desk workload drastically decreased. Instead of facing burnout, the team expanded its capabilities—taking on higher-level operational tasks like immediate eligibility verification and active cancellation list management, creating a more fulfilling work environment.
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