CUSTOMER STORY
How Cooper Street Clinic Cut Debt by 60% and Freed Up Staff Time with HotDoc Payments
Located in the heart of Double Bay, Cooper Street Clinic has been a trusted healthcare provider since 2001. Founded by Professor Kerryn Phelps AM, the practice is known for its patient-first approach, offering both face to face and telehealth consultations to ensure accessible, high quality care.
With a dedicated team of experienced GPs and allied health professionals, efficiency and patient experience are top priorities. As telehealth appointments grew, Cooper Street Clinic recognised the need for a seamless, automated payment system leading them to adopt HotDoc Payments to reduce admin work, improve cash flow, and enhance both staff and patient satisfaction.
The Challenge: Rising Telehealth Debt and Time Consuming Payment Collection
As Telehealth appointments increased post COVID-19, Cooper Street Clinic saw a dramatic increase in unpaid bills. Without a system to capture payment details upfront, the practice had to manually chase patients for credit card numbers after their consults, leading to high debt and a full time staff member dedicated solely to payment collection.
The Solution: Implementing HotDoc Payments to Automate The Collection Process
Already using HotDoc for online bookings, Cooper Street Clinic saw an opportunity to streamline their payments process too. With HotDoc Payments, they required patients booking Telehealth to enter their card details upfront, ensuring payment security and reducing manual follow ups from the admin team.
“The ease of use of HotDoc is incomparable..We considered other options, but HotDoc’s integration made it a no-brainer.”
Tiffany Shopland, Practice Manager
The Results: 60% Debt Reduction and Improved Staff Morale
Since implementing HotDoc Payments three years ago, Cooper Street Clinic has:
- Reduced debt levels by 60%, eliminating the need to chase payments
- Freed up at least half a staff member’s time, allowing them to focus on more valuable tasks
- Improved staff morale, as team members no longer need to call patients for outstanding payments
- Enhanced patient convenience, with many preferring online payment requests over paying at reception
“We don’t have to chase accounts anymore—it’s been a game-changer..Patients even ask us to send them payment requests so they can settle bills quickly from their phones.”
Advice for Other Practices
For practices considering HotDoc Payments, Tiffany’s advice is simple:
“To do it—because it saves your staff time and reduces debt collection. It improves cash flow, is easy to use, and we can’t fault it.”
Her top tip? Educate both staff and patients. Let patients know to expect a payment request, and train staff with HotDoc’s built-in resources to ensure a smooth transition.
With HotDoc Payments, Cooper Street Clinic has transformed its financial operations—minimising debt, maximising efficiency, and making life easier for both staff and patients.
HotDoc Payments is included in the subscription service, making it easy and affordable to get started today!
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