How a seven-clinic group removed a two-day payroll reconciliation cycle
Patient inquiry handling and staff attendance were treated as unrelated problems by two unrelated vendors. Unifying them on one data core surfaced a link nobody had seen.
MediCore Clinics · 7 clinics · 210 staff · mixed fixed and mobile workforce
Illustrative scenario
This is a composite scenario written to model a realistic outcome using documented ROI ranges. The organisation is fictional and the figures are modelled rather than measured. It is published during pre-launch and will be replaced with a verified, permissioned customer story.
Where they started.
- Patient inquiries handled at each reception with a paper register and a shared inbox, no response-time standard
- Biometric device at each clinic covering fixed staff only; home-visit and multi-site staff self-reporting attendance
- Separate attendance vendor and payroll vendor, requiring a monthly export, reformat and upload
- One to two days of finance and HR time per month on payroll reconciliation, plus a recurring queue of deduction disputes
- Patient queries about reports and bills arriving on WhatsApp and going unanswered
- No comparable inquiry conversion data across the seven clinics
What they put in place.
Inquiry pipeline with SLA timers
Configurable stages from Enquired through to Attended, with owners assigned at capture and escalation on breach.
Attendance capture matched to staff type
Biometric and web check-in retained for fixed reception staff; mobile GPS with selfie verification and geo-fencing for home-visit and multi-site staff.
Attendance feeding payroll on one core
Late marks and absences flowing into the payroll run directly, eliminating the monthly export-and-upload step entirely.
Attendance-to-payroll reporting
Each employee able to see the reason behind their deduction, which addressed the dispute queue at source.
Multi-channel Support Desk
WhatsApp, email, call and web queries becoming tracked tickets with SLAs, carrying the patient's inquiry and billing history.
Cross-clinic comparison
Inquiry conversion, staffing cost and absenteeism visible side by side per clinic for the first time.
Modelled outcomes.
Each figure is stated with its caveat rather than presented as a headline.
saved per payroll run
The export-reformat-upload cycle between two vendors disappeared rather than being optimised.
reduction in month-end deduction disputes
Attributed primarily to deduction transparency rather than to changed attendance behaviour.
median inquiry first-response time
SLA timers plus assignment at capture.
identified as understaffed, not underperforming
The clinic with the worst inquiry conversion also had the highest absenteeism. A correlation invisible while the two datasets sat with different vendors.
Attendance feeding payroll automatically removed an entire two-day reconciliation cycle every month. That alone paid for the platform. What we did not expect was finding out that our worst-converting clinic was actually our most understaffed one: those were two separate spreadsheets before, so nobody had ever put them next to each other.
Model it against your own numbers.
Book a demo and bring your branch count, headcount and current stack. We will map what changes and what does not.
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