Overview

EA Therapeutic Health (“EA”), based in Rochester, MN, is a rapidly growing outpatient clinic specializing in the treatment of complex neurologic and orthopedic patients. With a patient population that includes individuals recovering from strokes, brain injuries, and intricate surgical procedures, EA’s approach requires a high level of coordination, personalization, and clinical precision. Their commitment to quality care goes beyond standard rehabilitation; it’s about delivering a seamless, multidisciplinary experience to patients navigating some of the most challenging conditions.

As EA expanded across locations, the demands on their front office and administrative staff grew exponentially. Standard staffing models were not sustainable. The clinic needed a smarter way to manage patient intake, insurance, scheduling, and communications, without compromising the highly specialized experience they’re known for. That’s when they partnered with Snapscale, the leader in HIPAA-compliant, outsourced staffing. They also implemented HiBridge, the leading virtual front desk for medical offices, unlocking a hybrid front office solution built for modern, high-performance care delivery.

The Challenge

Staffing Turnover, Collection Delays and Gaps in Coverage

EA’s front office had become a revolving door. Despite their best efforts, the clinic struggled to retain reliable front desk staff, leading to constant retraining, lost productivity, and growing HR and administrative burdens. Scheduling began to suffer. Important follow-up calls were missed, insurance tasks were delayed, and staff were stretched so thin that even lunch breaks left the phones unattended. Patient experience, one of EA’s differentiators, was declining, and problems were escalating.

The inconsistency created ripple effects. Insurance balances grew as claims went unaddressed. Turnover meant clinicians often had to jump in to cover administrative tasks, pulling them away from patient care. For a clinic specializing in complex neurologic and orthopedic conditions, this wasn’t just inconvenient—it was unacceptable. EA needed a more dependable, profitable way to run their front office without sacrificing the personalized attention their patients depended on.

That’s when EA decided to pivot from a traditional staffing model to something far more strategic and cost-efficient.

Solution

Hybrid Front Office with HiBridge + Snapscale Virtual Assistants (“VAs”)

Recognizing that traditional staffing wasn’t sustainable, EA Therapeutic Health partnered with Snapscale and HiBridge to implement a smart, resilient solution: a virtual front office model that combined video technology with a personal touch for patient interaction. At the center of this transformation and technology was HiBridge, an easy-to-use kiosk positioned at the front desk to greet patients, manage check-ins, and collect documentation. Suddenly, handling routine intake tasks became routine, and in-person bottlenecks virtually disappeared.

Technology was only half the story. Behind the scenes, Snapscale deployed a team of HIPAA- compliant healthcare virtual assistants (HVAs) trained specifically in EA’s workflows and systems. These HVAs took over vital administrative functions, including answering calls, verifying insurance, managing appointment scheduling, handling patient follow-ups, and even supporting collections. Fully integrated with EA’s EMR and internal systems, the VAs operated like a seamless extension of their in-house team, without significant overhead increase.

This virtual model provided EA with continuous, reliable front desk coverage and restored sanity to office operations. Instead of scrambling to cover shifts, EA now had predictable, scalable systems in place that supported both patients and staff with consistency and care.

The Transformation

Real Outcomes in Efficiency and Revenue

Within just 90 days of implementing HiBridge and Snapscale for the front office solution, EA experienced measurable, business-critical improvements across multiple operational areas. One of the most dramatic shifts occurred in the clinic’s revenue cycle. By assigning Snapscale’s HVA to focus on insurance claims and patient payment follow-ups, EA was able to significantly reduce aged balances and increase cash flow. Specifically, the clinic saw a 25–30% drop in outstanding insurance balances, while monthly collections improved by 15% compared to previous quarters.

The improvement wasn’t limited to financial performance. Front desk coverage became consistent even during breaks and PTO, thanks to the combined efforts of HiBridge and the Snapscale HVA team. Patient check-in time, which could previously take up to 10 minutes, was reduced to under 60 seconds! The percentage of insurance claims aging past 90 days dropped from 32% to just 18%, and days in accounts receivable decreased to the best it has ever been. Most notably, after experiencing three separate front desk hires in just six months prior to Snapscale, EA reported zero turnover within their new virtual assistant support model.

These outcomes underscore not just efficiency gains but a deeper transformation in how EA runs its front office, with fewer

HiBridge’s Role

Elevating Efficiency Without Losing the Human Touch

Mark Lucas, co-founder of HiBridge (“HB”), emphasized the power of automation when it’s done the right way—supporting staff, not replacing them. He shared that VS was designed specifically for clinics like EA Therapeutic Health, where front office demands are constant, but staffing can’t always keep up. With VS in place, clinics are able to maintain coverage even during lunch hours, shift changes, or no-show gaps, without adding payroll. Mark highlighted how the kiosk collects patient information, uploads documents directly into the EMR, and initiates workflows with precision, freeing human staff for higher-value interactions.

“The front desk is the first impression. HiBridge makes sure it’s consistent, professional, and never goes on break. ”

Key Takeaways:

Wendy Lucas, co-founder of HiBridge, focused on the emotional and cultural impact of integrating automation alongside staff. She noted that VS was intentionally designed to feel friendly and intuitive, especially for patients who may be older or unfamiliar with technology. Wendy explained, the kiosk doesn’t feel like a replacement for a team member. She also stressed the positive change in staff morale, sharing that teams often feel more empowered when routine tasks are offloaded, and they can focus on what they do best: patient care.

“It’s not about replacing your people, it’s about lifting them up. HiBridge gives your team breathing room to shine. ”

Key Takeaways:

The Human Impact

Team Morale and Patient Experience

The transformation at EA extended far beyond the numbers. With Snapscale absorbing the weight of front office responsibilities, the in-person staff gained something invaluable: time and presence. Instead of juggling phones, forms, and haphazard scheduling, team members could focus fully on delivering a warm, connected experience to every patient. Physicians were no longer repeatedly pulled into administrative situations and were able to stay in their lane and focus entirely on care. This shift brought noticeable improvements to workplace culture. Stress levels dropped, communication improved, and the overall environment became calmer and focused. Patients noticed as well. They experienced shorter wait times, better flow, and a more consistent level of service.

Conclusion

Team Morale and Patient Experience

TSnapscale and HiBridge didn’t just add another tool to EA Therapeutic Health's workflow. They replaced front desk overload with consistency and care. With a fully supported, hybrid front desk, the clinic now operates with precision, efficiency, and confidence, even as EA strives to scale.

If you're a clinic owner, office manager, or healthcare consultant looking to reduce overhead, streamline operations, and get your collections back under control, Snapscale may be your next best hire.

Visit www.Snapscale.com/start and set up a time to speak with a Snapscale team member.

Melanie Brennan,

PT, DPT, CEO
of EA Therapeutic Health

Rhonda Burnap,

COO
of EA Therapeutic Health

Wendy Lucas,

PT - Co-founder
of HiBridge

Mark Lucas,

Co-Founder
of HiBridge

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