Leaving Money on the Table
CareForward Allied Health is a busy practice in Parramatta offering speech therapy, occupational therapy, and psychology services to NDIS participants. When practice owner Dr. Lisa C. reviewed their financials for the 2022–23 financial year, she found something alarming: an estimated $40,000 in sessions that had been delivered but never billed.
“Sessions were being completed but not making it into the billing system. A clinician would see a client, write their notes in one place, and billing was supposed to happen in a separate step by admin. Somewhere in that handoff, things were getting lost.”
The Billing Gap
The root cause was a disconnected workflow: clinical notes in one system, scheduling in a calendar tool, and billing handled manually by an administrator who was cross-referencing two separate sources. Any session that wasn’t manually matched up simply wasn’t billed.
Maxpilot’s Connected Workflow
After implementing Maxpilot, CareForward rebuilt their workflow so that every scheduled session automatically generates a billing record when the clinician marks it as completed. There is no separate billing step — completion and billing are the same action.
We went from $40,000 in unbilled sessions in a year to zero in a quarter. That alone paid for the software many times over. But the revenue improvement went beyond that.
Reducing No-Shows
Maxpilot’s automated appointment reminders — sent 48 hours and 2 hours before each session — reduced the practice’s no-show rate from 22% to 4% within three months. Each recovered appointment represents revenue that would previously have been lost.
Schedule Utilisation
With a clear view of each clinician’s schedule utilisation in the Maxpilot dashboard, management was able to identify and fill appointment gaps that were previously invisible. Utilisation across the clinic improved from 74% to 91% — meaning clinicians were spending more of their paid time in sessions rather than waiting for appointments that didn’t fill.
The 12-Month Result
Combining zero unbilled sessions, a dramatically lower no-show rate, and improved schedule utilisation, CareForward grew billable revenue by 35% over the 12 months following implementation — with the same clinical team, serving the same number of registered participants.