How Ensora Health helped Children’s Therapy Center of the Quad Cities reclaim their mission  

Caring deeply about the people and community they serve is a common thread between everyone who works in the therapy field. Tim Smith is no different. He didn’t get into this field because of a love for paperwork or insurance claims. Like you, he got into it to make a difference. As the VP of Operations at the Children’s Therapy Center of the Quad Cities, Tim’s dedication to their mission is undeniable. But like so many in this field, he found himself facing the all-too-familiar challenge of balancing a passion for helping others with the overwhelming demands of running a center. 

A small team with a big heart 

Tim’s dedication to the Children’s Therapy Center is admirable, as he recounts his journey from volunteering at one of their charity auctions to becoming their VP of Operations. Years ago, Tim and his wife decided they wanted to help children in need before starting a family of their own—and they haven’t looked back since. 

Children’s Therapy Center, nestled in the Quad Cities, has been a beacon of hope since 1949, providing life-changing physical, occupational, and speech therapy. Their mission is simple yet profound – to help every child who walks through their doors, never turning anyone away, regardless of their ability to pay. It’s a promise that carries weight when 85% of their clients rely on government assistance, and a staggering 75% of their operating funds come from fundraising efforts. 

But as heartfelt as their mission is, the challenges behind the scenes were stacking up quickly. 

A storm of challenges 

When the center’s billing and scheduling position unexpectedly became vacant, deep cracks in the system began to surface. Process inefficiencies that had previously gone unnoticed suddenly came to light. 

“I stepped in and realized how much we weren’t seeing,” Tim explained. “We didn’t even know how bad it was.” 

From scheduling issues to a staggering backlog of 3,000 unresolved insurance claims, it felt as if the center had been quietly accumulating challenges for years. Tim, a quick learner with years of experience in Fortune 100 companies, rolled up his sleeves and dove into the mess. But it quickly became evident that this wasn’t something he could solve alone. 

Tim had to make a choice. Do they bring in another person? Start from scratch? Or could their existing tools somehow be the solution? 

 “I wanted to hope we had the right tools in our hands. But honestly, before we dug in, I didn’t know where to start.” 
–Tim Smith, VP of Operations, Children’s Therapy Center 

Finding a way forward with Ensora Health 

Tim’s hope for a solution wasn’t misplaced. The center had already been using Ensora Rehab Therapy Suite (formerly Fusion Web Clinic) for two years. However, they soon realized they were barely scratching the surface of its potential. 

In addition to Ensora Rehab Therapy Suite, they were introduced to Ensora RCM, a revenue cycle management service addon that allows our expert billing team to alleviate the burdens of claims processing, denials, and reimbursement delays. 

“I connected with Michelle at Ensora Health, and she was honest with me,” Tim recalled. “She said, ‘I’ve looked at your account, and you’re not leveraging what we can do.’ And she was right.” 

What followed felt like a masterclass in teamwork. The Ensora RCM team didn’t just step in; they guided Tim and his staff through the claims process and identified areas where our billing team could assist in carrying the workload. Week by week, new processes came to life. Tasks that once seemed impossible became manageable as the clinic’s billing operations were reimagined. 

Transforming chaos into clarity 

With Ensora Rehab Therapy Suite simplifying workflows and Ensora RCM tackling the tangled world of claims, the changes started picking up speed. It wasn’t just about the technology; it was about the people behind it. Team members like Michelle, Sarah, and Jessica, became invaluable allies in Tim’s weeks, guiding him through each hurdle with empathy and patience. 

“The Ensora Health team became like co-workers we could count on. They didn’t just know the product; they understood our mission.” 
–Tim Smith 

The Ensora Health tools and team transformed how the Children’s Therapy Center operated. Claims management, once a complicated source of frustration, began to untangle as over 2,800 claims were resolved, leaving fewer than 150 lingering. At the same time, the clarity and time saved through automated scheduling, intake forms, and note-taking tools allowed therapists to spend more time focusing on client care. 

Results that resonate 

The first fiscal year after fully integrating Ensora Health’s tools was nothing short of historic. Tim doesn’t mince words when he talks about the impact. 

“We were able to set records in 17 of our key performance indicator categories. First time ever in our company, and it was because Ensora Health kept teaching me and guiding me down the right path.” 
–Tim Smith 

A broader overview of the results: 

• Backlog erased: Over 3,000 claims reduced to fewer than 150. 

• Major milestones: 17 organizational records broken, highlighting metrics like payments collected and therapist efficiency. 

• Renewed focus: Staff satisfaction improved, giving the nonprofit the headspace to do more. Tim even states, “The efficiency allows us to increase the overall number of children that we see”. 

More than software, a partner in their mission 

For Tim, the experience with Ensora Health can be summed up as a partnership built on trust and understanding. 

“The people made the difference,” he said. “It wasn’t just about using a product better. It was about feeling like someone out there had our back.” 

The most valuable insight Tim has taken away from the experience is that nonprofits don’t have to compromise efficiency to stick to their values. 

“We’re not in the business of turning kids away,” Tim emphasized. “With Ensora Health, we don’t even have to think about that. We can focus on them while the tools help us run the business side.” 

Join the practices finding a better way 

Children’s Therapy Center is proof that with the right guidance, tools, and teamwork, any organization can turn their situation around. They’ve reclaimed their ability to serve the kids and families who mean everything to them. 

If your organization is ready to reshape its story, Ensora Health is here to help. 

Schedule a demo of Ensora Rehab Therapy Suite + RCM today and see how we can help you put your mission back in focus.