Acadia places a dedicated, U.S.-based team of virtual administrative specialists to manage your front office — freeing your clinicians to focus entirely on patient care. Select the service areas you want to explore. We'll generate a separate estimate for each.
A team built around your practice. Unlike traditional staffing agencies, Acadia's specialists are rehab-exclusive — trained on PT, OT, and SLP workflows, EMRs, and payer requirements. You get expert coverage without the recruiting, training, or turnover headaches.
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RFD
Virtual Front Desk Management
New patient scheduling, call answering, referral intake, appointment reminders, chart prep, plan of care tracking, copay conversations, dropped patient follow-up
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IVA
Insurance Verifications & Authorizations
Eligibility checks, benefit lookups, prior authorization requests and renewals, payer portal management, auth status tracking
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RCM
Revenue Cycle Management
Billing, claims submission, denial management, AR follow-up, collections support
✦ RCM is available as a specialty service — we'll follow up to scope this separately after your assessment.
Yes — full-time in-person receptionist
Yes — part-time in-person coverage
No — front desk is currently unstaffed or remote-only
The owner / clinician covers it
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Your Practice Profile
The shape of your practice sets the foundation for all service estimates. The more detail here, the sharper your results.
Physical Therapy (PT)
Occupational Therapy (OT)
Speech-Language Pathology (SLP)
Multi-specialty
1 location
2 locations
3–4 locations
5+ locations
Just me (solo)
2–3
4–6
7–10
11+
1:1 — individual patient appointments
Group or class-based sessions
Mixed — both individual and group
90%+ — nearly full, waitlist common
70–89% — healthy but room to grow
50–69% — actively trying to fill schedules
Under 50% — significant open capacity
Mostly out-of-pocket / cash pay
Mostly commercial insurance (under 30% Medicare)
Mixed — 30–70% Medicare
Medicare-heavy (70%+)
Mon–Fri, standard business hours
Extended hours (early morning / evenings)
Includes Saturdays
7 days a week
Eastern
Central
Mountain
Pacific
Other
A designated office manager or coordinator
The owner / lead clinician
Not yet defined
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Call Volume & First Contact
Your phone is where patient relationships begin — and where most practices quietly lose revenue. These questions reveal your current coverage gap.
Under 30
30–60
61–100
101–150
150+
90%+ — we answer nearly everything
75–89% — some calls go to voicemail
60–74% — meaningful missed call volume
Under 60% — significant gap
Not sure / don't track this
Mostly new patients (50%+)
Balanced — about equal
Mostly scheduling / admin (70%+)
A dedicated front desk / receptionist
Shared responsibility — whoever is available
Clinicians handle it between sessions
Owner handles most calls
Voicemail / callback — no live answer coverage
40+ hours — full-time coverage
25–39 hours — most business hours covered
10–24 hours — partial coverage
Under 10 hours — minimal coverage
None — no dedicated front desk coverage
Voicemail — we call back next business day
Voicemail — we try to call back same day
Third-party answering service
AI / automated system after hours
No consistent after-hours process
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Patient Volume & New Patient Flow
Understanding how patients find you — and what happens before their first visit — is where the biggest efficiency gains typically live.
Volume
Under 25
25–75
76–150
151–250
250+
1–5
6–10
11–20
21–35
36+
None / rarely
1–5/week
6–15/week
16–30/week
30+/week
Physician / provider referrals
Word of mouth / patient referrals
Google search (organic)
Google Ads
Social media / Facebook Ads
Insurance directory (Zocdoc, etc.)
Website / web form
Fax referrals
Hospital / facility discharge referrals
Cancellations & Unscheduled Patients
Low — a few per week
Moderate — several per day
High — constant churn / waitlist management needed
None / we don't track this
Under 25
25–75
75–150
150+
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Workflow & Process Maturity
How defined your current processes are tells us how much structure Acadia's team brings in vs. what they can plug directly into.
Front Desk Responsibilities to Cover
✓
Answering & scheduling inbound calls
✓
New patient intake & registration
✓
Appointment confirmations & arrival reminders
✓
Referral intake & physician coordination
✓
Unconverted inquiry follow-up
✓
Lapsed / dropped patient re-engagement
✓
Chart prep before visits
✓
Plan of care faxing & physician signature tracking
✓
Copay & co-insurance conversations at scheduling
✓
EMR data entry & patient record updates
✓
Fax inbox monitoring & routing
✓
Virtual video check-in (on-screen lobby presence)
Process Maturity
Yes — written and used consistently
Informal — in someone's head
No script
Yes — defined (e.g., call → text → email sequence)
Informal — whoever has time
No follow-up process
Yes — we have a defined re-engagement protocol
Sometimes — when we notice someone hasn't returned
No — patients who stop coming just fall off
At scheduling — before the first visit
At check-in — day of first visit
Clinician handles it
No consistent process
Monitored daily — checked and routed consistently
Inconsistent — checked when remembered
No fax referrals in our workflow
Mostly out-of-pocket / cash pay
Mostly insurance
Mixed — both
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Technology Stack
Your software environment shapes how quickly Acadia's team can integrate, what can be automated, and how much onboarding time is needed.
Phone System
Traditional landline
VoIP — basic (Google Voice, Vonage)
VoIP with routing & recording (RingCentral, Dialpad, 8x8)
EMR-integrated (e.g., Weave + Prompt)
Not sure
Yes — fully automated
Yes — sent manually
No reminders currently
Text / SMS
Slack
Microsoft Teams
Google Chat
Email only
WhatsApp
In-EMR messaging
Physical fax machine
Digital / eFax service
EMR-integrated fax
No fax in our workflow
EMR / Practice Management
Prompt
WebPT
Therabill
Clinicient / Raintree
DrChrono
Jane App
PT Everywhere
Fusion Web Clinic
Kareo / Tebra
Epic / large hospital EMR
Other
No EMR yet
CRM / Lead Management
Second Door
GoHighLevel
HubSpot
Salesforce
Zoho CRM
Built into our EMR
Spreadsheet / manual tracking
No system — we don't track leads
Intake & Forms
Digital — integrated with our EMR
Digital — separate tool (JotForm, etc.)
Paper forms at the clinic
Mix of paper and digital
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Insurance Verifications & Authorizations
Since you're exploring IVA support, let's understand your current situation and scope what Acadia would take over or supplement.
🏥 IVA — Questions in this section generate your verification & authorization estimate
Part A — Eligibility & Benefit Verification
Automated through our EMR / clearinghouse
Manually — we log into payer portals
Manually — we call payers directly
Outsourced to a billing service
Not currently done — we verify at check-in or not at all
Take it over completely — we want to hand this off
Add capacity to what we have — supplement our process
Build a process — we don't have one yet
Not needed — our current solution is working well
Under 5/week
5–10/week
11–20/week
21+/week
All patients — insurance and self-pay determination
Insurance patients only
Selective — only certain payers or visit types
Part B — Prior Authorizations
Heavy — significant volume, multiple payers
Moderate — some auth required regularly
Occasional — a few per month
None — our payers don't require prior auth
Commercial insurance (BCBS, Aetna, UHC, Cigna)
Medicare Advantage plans
Medicaid / state plans
Workers' comp
Auto / personal injury
Not applicable
Yes — tracked in a dedicated system
Informal — tracked inconsistently
No tracking in place
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Automation & AI Readiness
Your openness to automation shapes how quickly your practice reaches peak efficiency. There are no wrong answers — honest responses lead to better recommendations.
1
2
3
4
5
Manual / paper-heavyTech-forward
Mostly manual — little to no automation
Some automation (reminders, intake forms)
Well-automated — most routine tasks run on their own
AI Tools — Currently Using
AI agent / virtual receptionist (Luma, Arini, Mara)
AI-assisted scheduling
Automated appointment reminders
Automated follow-up sequences (text/email)
Automated eligibility verification
AI call summaries / transcription
Website chatbot / lead capture bot
None yet
AI Tools — Open to Exploring
AI receptionist for after-hours / overflow calls
Patient self-scheduling (online booking)
Automated inquiry follow-up sequences
Automated eligibility & benefit checks
AI call recording & summary tools
AI chatbot for website lead capture
AI-assisted prior authorization
Keep Human
Phone calls — always prefer a human voice
Scheduling — prefer human-managed booking
Automated texts to patients
AI in any financial conversations
No restrictions — open to all of the above
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Almost There
Your practice assessment summary will be ready instantly. Acadia's team reviews every submission personally before reaching out.
ASAP — this is a priority
Within 1 month
1–3 months
Just exploring for now
Closely involved — daily visibility and check-ins
Weekly touchpoints are enough
Hands-off — I trust my team to manage it
Not sure yet — let's figure it out together
Your Practice Assessment Summary
Based on your responses, here's an estimate of the virtual front office support your practice needs — broken down by service area. These estimates guide your consultation, not bind a contract. Acadia's team reviews every submission before reaching out.
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Estimated Virtual Front Office Support
Weekly Patient Inquiries
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new inquiries / week
Weekly Call Volume
—
calls / week
Tech Readiness
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of 5 — affects integration timeline
Automation Potential
—
room to reduce team burden over time
📊 Reach · Book · Retain — Your Patient Funnel Health
Your virtual front desk team doesn't just answer phones — they're the connective tissue between a patient who needs care and a patient who completes it. Here's where your funnel has gaps.
📋 Key Observations for Your Practice
Ready to Elevate Your Practice?
Acadia reviews every assessment personally — no automated follow-ups. If we're a fit, our team will reach out within one business day to schedule a no-pressure consultation tailored to your practice's specific situation.