About Always Keep Progressing
Always Keep Progressing front office team was drowning in intake paperwork. A five step onboarding process in Central Reach meant chasing parents for missing documents, sending intake links manually, and spending nearly full days on the phone following up. New patients took almost two weeks to get fully onboarded, creating bottlenecks that slowed growth and pulled staff away from serving families already in the clinic.
The Hidden Cost of Manual Intake
On paper, the process looked manageable. Send intake link. Parent fills out forms. Collect documents. Verify insurance. Schedule first visit.
In reality, each step created friction. Parents would complete the intake forms but forget to attach required documents. Staff would send follow up emails that went unanswered. Phone calls stretched into phone tag that lasted days. Insurance verification happened manually, if it happened at all before the patient arrived.
"It was kind of complicated," Gabriela Castro, Clinic Manager, recalls. "It took almost two weeks to get a patient working because sometimes we were missing documents."
The inconsistency made planning impossible. Some patients sailed through in days. Others stalled for weeks. And every stuck file meant more time on the phone, more follow up tasks piling up, more attention pulled away from families already receiving services.
Gabriela's team found themselves trapped in a reactive cycle. Instead of delivering exceptional customer service to patients in the clinic, they spent hours chasing paperwork from patients who hadn't yet walked through the door.
Finding a Better Way
When Gabriela discovered Solum Health, she saw an opportunity to hand off the administrative chase entirely. The platform would handle intake link distribution, document collection, parent follow ups, and insurance eligibility verification automatically.
The transition required some adjustment. Learning any new system takes time, and the team faced initial challenges getting comfortable with the platform. But Solum provided self guided training videos and an interface designed for clinic staff without technical backgrounds.
"It's a really easy platform," Gabriela explains. "It's like self guided. We also had a video that was like an isolation of how it works. So right now we just feel comfortable using it."
The key difference from their old process was consistency. Solum followed the same steps every time, never forgetting to follow up, never letting a missing document slip through the cracks. Parents received automated reminders. Documents got flagged immediately when incomplete. Insurance eligibility ran automatically in the background.
From Two Weeks to Same Day
The transformation in onboarding speed was dramatic.
Patients who previously took nearly two weeks to fully intake now complete the process same day. The five step workflow that required constant staff intervention now runs on autopilot, with the team stepping in only when a parent requests human assistance.
The insurance verification numbers tell the automation story clearly. In February 2025, Always Keep Progressing ran zero automated eligibility checks, all was manual and took too mush time of the admin staff. By December 2025, the platform processed all their verifications automatically, catching coverage issues before patients arrived rather than discovering problems at the front desk.
For a pediatric practice where insurance complexity runs high and parents juggle packed schedules, removing friction from intake directly impacts how many children access care.
