Ivy Rehab, a nationwide physical therapy and rehabilitation network, was faced with a challenge: their upcoming annual reverification. To eliminate this bottleneck, they partnered with Infinx to scale front desk operations and deploy automated eligibility verification and benefits checks.
The result: 5-week completion (2 weeks ahead of schedule), 98% quality scores maintained during peak volume, and a 41% reduction in bad debt-all without adding staff.
Ivy’s regional leaders reported front office teams saying they were “finding it a lot easier this year and a lot more comfortable going through the process.”
THE CHALLENGE
Annual reverification season creates operational bottlenecks
Prior to partnering with Infinx, Ivy Rehab’s reverification season created significant strain across their nationwide network. The 99,000 reverification cases concentrated in the peak January period overwhelmed front-office teams managing manual processes. Staff faced constant pressure to maintain accuracy while processing high volumes under tight payer deadlines. The reverification workload disrupted normal workflows, created staff fatigue, and put revenue at risk with potential delays blocking patient treatments.
Critical operational challenges
- Volume surge in concentrated period of time
- Operational bottleneck as workload overwhelmed centralized A&V team + front-office teams
- Resource strain with high manual effort & workflow disruptions
- Quality consistency while processing high volumes
- Timeline constraints with tight deadlines to complete reverification process
THE SOLUTION
Automated reverification at scale with built-in exception handling
Infinx deployed Patient Access Plus to scale Ivy Rehab’s reverification operations with a combination of AI-driven automation, financial clearance experts, and proactive partnership:
- Automation capacity – 1,100 cases / day automation enabled
- Flexible, scalable staffing – 130 financial clearance experts deployed (+8% over target capacity)
- Quality monitoring – Daily quality reporting driving >95% accuracy
Trusted partnership
- Active management and issue resolution throughout peak season
- Biweekly check-ins streamlined from 1 hr. → 10 min.
- Increased to daily meetings for real-time problem solving for first 2 weeks of new year
“Infinx definitely has made a huge difference, especially looking back at quarter one already. It’s just been an astronomical change.”
— Brittany Lemoi, Revenue Cycle Director, Authorization and Verifications, Ivy Rehab Network
THE RESULTS
Campaign completion and overall results
Volume & Efficiency
The impact was immediate and measurable. The automated solution processed the entire reverification season in 5 weeks, 2 weeks ahead of schedule, without adding staff.
Quality and turnaround times also remained strong throughout peak volume. The deployment of 130 users (+8% target capacity) demonstrated the scalability of the Infinx’s operating model.
Operational impact
The reverification bottleneck was eliminated without requiring additional internal staff. Biweekly partnership meeting times were streamlined, and front-office teams reported easier workflows and improved confidence.
WHY THIS MATTERS FOR PT/OT PROVIDERS
Streamlined financial clearance for patients, every season
Reverification season creates unique challenges for physical and occupational therapy providers annually- concentrated volume during the office’s busiest months, complicated compliance requirements, and delays that impact patient treatments and revenue flow.
lvy Rehab’s success demonstrates how automation and partnership can transform reverification and deliver measurable results:
- Automation at scale works: 1,100 cases/day
- Quality doesn’t have to suffer: 98% quality score
- Partnership matters: Active management saves time
- Plan ahead: Dynamic forecasting drives success
- Measurable ROI: 41% bad debt reduction and improved staff experience
Ready to transform your reverification season?
We help PT/OT providers automate reverification at scale, eliminate operational bottlenecks, and maintain quality during peak volume. See how at www.infinx.com/request-a-consultation.