Case Study: West Milford Physical Therapy Center achieves improved profitability and sub-10% cancellation rates with Clinicient

With help from Clinicient, a New Jersey practice finds new ways to thrive in a challenging healthcare environment

West Milford Physical Therapy Center is a small, family-run clinic in the mountains of northern New Jersey that had long relied on an outdated EMR vendor. Inefficient record-keeping, billing problems and the vendor’s inability to keep pace with regulatory changes (including ICD‑10) were hurting revenue and operations.

The owners switched to Clinicient’s cloud-based EMR and billing platform plus TotalInsight coaching, gaining a dedicated account manager and monthly dashboards tracking key metrics. Automated appointment reminders, cleaner claims and targeted coaching drove cancellations below 10%, improved visit adherence, higher net collections and reduced days in A/R—helping the clinic stop overbooking, fill appointments every 30 minutes and regain confidence in its future.

West Milford Physical Therapy Center

Anne Kane

Owner