Front office automation that gave MyWellbeing 10+ hours a week back.
MyWellbeing matches people in New York with a therapist or coach on its team. Every new inquiry and booking used to be typed by hand into a tracking sheet and an EHR. Vybz Health now does that front office work the moment each one arrives, through Luna, our AI practice manager.
The results
10+ hrs
of staff time saved every week
$5K
saved per month in operating costs
Weekends
free again, with inquiries handled around the clock
- Practice
- MyWellbeing, therapy and coaching
- Location
- New York
- Engagement
- Front office automation, inquiry to scheduled client
- EHR
- SimplePractice
The problem
Dozens of small tasks, spread across systems that did not talk to each other.
Each new patient at MyWellbeing set off a chain of administrative work that looked trivial one step at a time and became a full-time burden once it was added together. A match arrived as a separate email for every clinician the person had been paired with, an inquiry from a directory arrived in a different format, and a booking arrived in a third, and each of them had to be opened, read and understood by a member of staff before anything else could happen.
From there the same details were copied by hand, again and again, into every place the practice relied on. The name, contact details and insurance went into the tracking sheet, the client and the appointment were created separately in the EHR, the clinician had to be told, and the patient was waiting for a reply to their email the whole time. Staff were tracking patients, tracking which clinician each one belonged to, and tracking who had been answered and who had not, and they were doing all of it across tools that shared nothing with one another.
No single task took more than a few minutes, which is exactly why the problem was so hard to see and so hard to fix. Because the systems were disconnected, the team itself had become the connection between them, and more than ten hours of skilled staff time went every week into moving information from one screen to another instead of into looking after clients. When a busy week arrived the sheet fell behind, follow-ups slipped, and nobody could say with confidence which inquiries were still waiting for an answer.
What changed
Vybz Health became the link between the systems, so the team no longer had to be.
MyWellbeing connected its inbox, its tracking sheet and its EHR to Vybz Health and described, in plain language, what should happen each time a new inquiry or booking arrived. From that point the work was carried out by Luna, our AI practice manager, in the same order a careful member of staff would have followed, and the team could see every step she took.
Every inquiry is read as soon as it arrives
Whether it is a match, a directory inquiry or a booking, Luna reads the message the moment it lands and picks out the patient's details along with the clinicians they have been matched with, at any hour of the day.
Each patient is tracked once, with the right clinicians
Before adding anyone to the tracking sheet she checks whether that person is already there, which matters because a single match can produce several emails within seconds, and the practice ends up with one accurate row for each patient instead of a pile of duplicates to untangle.
A booking becomes a scheduled client in the EHR
When a booking comes in, Luna finds or creates the client in the EHR and places the appointment on the correct clinician's calendar, so the schedule is right before anyone has had to open it.
The team reviews the work instead of doing it
Every action is recorded step by step, so staff can see exactly what was read and what was written, and when something needs to change they adjust the instruction once instead of correcting records one at a time.
The results
The sheet is always current, and the team has its weekends back.
MyWellbeing puts the saving at more than ten hours of staff time every week and roughly five thousand dollars a month in operating costs, almost all of it time that used to be spent copying the same information between systems. Inquiries are now logged the minute they arrive, including overnight and at weekends, which means the team begins each day with a complete and accurate list instead of a backlog.
The difference clinicians notice most is in the schedule. A booking that once waited until someone was at a desk now appears in the EHR within minutes, so the calendar is correct whenever a clinician looks at it and the patient receives their confirmation without a gap.
Because the instructions live in one place and not in one person's memory, the work is done the same way every time, and it carries on unchanged when a member of the front office team is away or moves on.
FAQ
Front office automation, answered.
It means the routine work around a new patient is done without a person retyping it: reading each inquiry, logging it where the team tracks leads, and creating the client and the appointment in the EHR. At MyWellbeing, Vybz Health does this for every inquiry and booking as it arrives.
The hours came from copying. Staff used to read every match, inquiry and booking email and type the details into a tracking sheet and into SimplePractice. That copying is now done for them, so the same team spends its time on follow-up and on clients.
No. At MyWellbeing it removed the data entry, not the people. The team reviews what was logged and handles the conversations that need a person, and it no longer has to cover evenings and weekends to keep the list current.
MyWellbeing runs it across Gmail, Google Sheets, Zocdoc and SimplePractice. Vybz Health connects to the inbox, the sheet and the EHR a practice already uses, so nothing has to be replaced first.
They are handled the minute they arrive, the same as on a weekday morning. Each one is logged once, and a booking is in the EHR within minutes, so Monday starts from a complete list.
If your inquiries arrive as emails, Vybz Health can take them from here.
Connect your inbox, your sheet and your EHR, describe the steps once, and Luna runs them for every inquiry and booking. Our guide to patient intake automation walks through the same flow in detail.