At South Shore Orthopedics, practice manager David Kobasa and his team faced a challenge familiar to many healthcare professionals: the inefficiencies, frustrations, and patient care disruptions caused by prior authorization processes. With 25 providers spread across two locations just south of Boston, the practice needed a solution to streamline operations, alleviate staff burnout, and provide a better experience for patients. Kobasa’s story is a testament to how addressing operational bottlenecks can have a profound impact on a healthcare practice.
The Problem: A Burdensome, Outdated System
Before partnering with Infinx, South Shore Orthopedics’ prior authorization process was a source of frustration and inefficiency. Staff members spent hours navigating insurance approvals, often juggling manual paperwork, sticky notes, and ad hoc tracking systems. Delays in securing prior authorizations not only disrupted surgical schedules but also negatively impacted patient care and staff morale.
“People didn’t look forward to dealing with insurance companies,” Kobasa shared. “It didn’t matter how we staffed it—whether we had a dedicated team or rotated responsibilities—no one enjoyed the process.”
The lack of transparency further compounded the problem. Kobasa had no way of forecasting or tracking the status of authorizations for upcoming surgeries. If a staff member was out, their desk became a scavenger hunt of paperwork. These inefficiencies created ripple effects, leading to canceled surgeries, dissatisfied patients, and frustrated providers.
The Turning Point: Recognizing the Need for Change
Kobasa realized the practice needed a solution that could bring order to the chaos. Beyond improving workflows, he needed a system that could provide visibility, support staff satisfaction, and ensure operational consistency.
This realization set South Shore Orthopedics on a path to partner with Infinx, a decision Kobasa now describes as transformative.
The Solution: A Blend of Technology and Support
When South Shore Orthopedics began its partnership with Infinx, they started with a trial period, testing the platform’s capabilities with a few providers. From the beginning, the combination of advanced technology and human support provided the comprehensive solution South Shore Orthopedics was looking for.
A Scalable Solution for Future Growth
Two key components stood out:
- Workflow Automation and Visibility
By integrating Infinx’s dashboard into their processes, South Shore Orthopedics gained unparalleled insight into their prior authorization pipeline. Whether surgeries required auths or not, every case was logged into the system, allowing staff to track approvals in real time and avoid last-minute surprises. - Staff Empowerment and Satisfaction
By automating time-consuming tasks, Kobasa could reduce the burden on his team. What once required a small army of staff was now managed by a single prior authorization manager. This shift not only streamlined operations but also improved job satisfaction.
The Impact: Improved Operations and Patient Care
The benefits of implementing Infinx were immediate and far-reaching. South Shore Orthopedics saw fewer canceled surgeries, happier staff, and better patient outcomes. Staff turnover dropped, and long-time employees, like Jean—their prior authorization manager—found new value in their roles.
“It’s about more than just getting prior authorizations,” Kobasa emphasized. “It’s about fixing workflows, improving efficiency, and ultimately enhancing patient care.”
For patients, the change was equally significant. Timely prior authorizations meant fewer delays and cancellations, reducing the stress of rescheduling surgeries or facing unexpected financial burdens due to insurance complications.
Advice for Other Orthopedic Practices
Kobasa encourages other practice managers facing similar challenges to consider integrated service solutions like Infinx.
He also stresses the importance of collaboration. Engaging staff early in the process, planning thoroughly, and working closely with the vendor are essential steps for a successful implementation.
A Model for Success
South Shore Orthopedics’ journey highlights the power of combining technology with human expertise to solve complex operational challenges. For practice managers grappling with prior authorizations, Kobasa’s story offers a roadmap for success: identify the pain points, partner with a reliable solution provider, and invest in the long-term benefits of streamlined workflows.
The result? A more efficient practice, happier staff, and, most importantly, better care for patients.
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