Ladera Urgent Care, Integrative Urgent Care

Overview

Clinics: Ladera Urgent Care (2022, and Integrative Urgent Care (2017) — Southern California

Experity Solutions: EMR/PM, Revenue Cycle Management (RCM), and Business Intelligence (BI)

Challenges:

Revenue dropped nearly 30% after switching to internal billing and a generic EMR
Inefficient workflows and lack of integration between systems
Staff confusion and stress due to complex insurance and billing processes
Desire for more control but fear of losing financial stability

Results:

Revenue restored and exceeded previous levels
Faster onboarding and smoother workflows reduced staff stress
Operational visibility with data on throughput times, denials, coding, and payer performance
More leadership time for growth, staff, and patient experience

The Challenge: Going It Alone

When Dr. Eric Brown launched his first urgent care, he leaned on one of Experity’s legacy companies to manage operations and billing. But by 2020, feeling more confident in his business acumen, he brought billing in-house and switched to a generic EMR.

The move backfired. Within eight months, revenue had dropped nearly 30%. The team was working just as hard, but the financial results didn’t reflect it. The lack of urgent care–specific workflows meant everyday tasks took longer, errors were more frequent, and staff were bogged down in manual processes.

Instead of clarity, the clinics faced:

Missed charges due to an EMR that didn’t integrate seamlessly with practice management
Delayed payments caused by credentialing gaps and payer confusion
Frustrated staff struggling to navigate a system that wasn’t designed for urgent care
Lost time spent fixing errors and chasing down claims rather than focusing on patients

For Mary Beth Guisada, the new administrator brought in to help stabilize operations, the situation was clear: the practice had all the right people and patient demand, but the wrong tools.

“I’ve used many systems, but this setup was creating more work, not less. Staff were confused, claims were delayed, and we didn’t have the data we needed to run the practice.” — Mary Beth Guisada

Beyond the numbers, the financial strain was beginning to threaten the clinics’ growth plans — and even risked pulling attention away from what mattered most: delivering quality, timely care to patients.

The Solution: A True Partnership

Dr. Brown turned back to Experity, this time with a nearly full suite: EMR/PM, Revenue Cycle Management, and Business Intelligence. The decision delivered immediate relief and measurable results.

Experity’s urgent care–focused workflows fit naturally into clinic operations, reducing friction for providers and staff. Role-specific training ensured medical assistants, providers, and front desk teams were ready from day one, supported by videos and a robust knowledge base. The payoff was faster onboarding, less stress, and improved patient flow.

With an integrated EMR and PM, no charges slipped through the cracks — even self-pay patients were accurately billed at checkout. This closed revenue gaps and, combined with RCM partnership, helped the clinics recover from a 30% revenue drop.

The addition of BI dashboards gave leadership a clear view of operations and finances. From tracking Net Revenue Value (NRV) per encounter to monitoring throughput times, coding accuracy, and payer performance, the data empowered smarter staffing decisions and more accurate forecasting. Denials could be broken down by reason, making it easier to retrain staff and resolve issues quickly.

Most importantly, Experity gave the clinics back their most precious resource: time. With billing and RCM handled, Dr. Brown and his team could focus on growth, staff development, and patient care. Patients noticed smoother check-ins, more attentive providers, and a stronger overall experience.

“Having somebody take care of billing and RCM gives me more time to work with staff and improve patient encounters. That makes the patient experience better.” — Dr. Eric Brown

Results at a Glance

Revenue Recovered and Surpassed — the 30% drop was reversed, with revenue climbing above previous benchmarks
Revenue Per Encounter Visibility — BI dashboards tracked NRV (net revenue per visit) for accurate budgeting and forecasting
Operational Efficiency — onboarding was faster; automation at registration reduced staff stress and improved flow
Data-Driven Management — real-time dashboards monitored throughput, coding, and payer performance; denials flagged by reason guided retraining
More Time for Patient Care — leadership gained hours back to focus on staff, growth, and patient encounters

The Outcome

By returning to Experity, Ladera and Integrative Urgent Care not only regained lost revenue but also built a stronger, more resilient operation. Staff are empowered, leadership has visibility, and patients feel the difference in care.

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