North America Orthopedic Network, Billing Delays and Claim Confusion Fixed with a Connected CRM and Billing System
A multi-location orthopedic and spine surgery network operating two branches in the United States and two in Canada struggled to manage its complex medical billing and legal claim processes. Each office used its own system and billers, creating disconnected data, manual follow-ups, and inconsistent reporting.
The team relied on Dr. Chrono for billing and Zoho for client management, but the two platforms didn’t communicate — leading to missed payments, duplicate work, and limited visibility.
Amazing Business Results (ABR) implemented a connected solution linking Dr. Chrono with Zoho CRM and Zoho Books, introducing automation for claim tracking, payment reconciliation, and cross-border reporting. The result: a unified, transparent workflow that keeps every claim — no matter the location — moving efficiently from service to payment.
Behind the practice’s professional image and growing patient base, internal inefficiencies were slowing operations. Claims, payments, and attorney updates were scattered across multiple systems, leaving management in the dark and staff overwhelmed.
The lack of connection between Dr. Chrono and Zoho forced teams to depend on spreadsheets and emails, which increased the risk of billing errors and delayed payments.
The client operates a specialized orthopedic and spine surgery practice serving patients across four branches in North America. Each location works with separate billers and attorneys to manage insurance claims, payments, and legal follow-ups. The network’s cross-border operations required strict coordination between its U.S. and Canadian teams — a task made harder by incompatible systems and manual workflows.
As the practice grew, inefficiencies in data management and communication became critical.
Key issues included:
Tool sprawl and double entry: Dr. Chrono and Zoho weren’t synchronized, requiring staff to manually enter data in both systems.
No unified claim view: Managers lacked a single dashboard to see claim status or payment progress.
Manual follow-ups: Attorneys and billers relied on reminders and email threads, causing missed updates.
Integration gaps: Bank deposits and claim trace numbers weren’t linked automatically, complicating reconciliation.
Limited cross-border visibility: Differences between U.S. and Canadian reporting formats hindered financial clarity.
To resolve the bottlenecks, Zoho CRM was positioned as the central hub for billing visibility and data management. Working closely with the practice’s billing coordinator, ABR designed a connected framework that:
Linked Dr. Chrono to Zoho CRM and Zoho Books for automatic claim and payment synchronization.
Automated notifications and reminders for attorney and insurer follow-ups.
Displayed all claim data in one real-time dashboard, eliminating manual status checks.
Maintained existing workflows in Dr. Chrono, ensuring billers could continue using familiar tools.
Aligned U.S. and Canadian branches under one standardized reporting structure.
ABR’s development team began by analyzing the Dr. Chrono billing process, supported by detailed screen recordings, ERAs, EOBs, and payment documentation provided by the billing coordinator. Using this foundation, ABR built a custom architecture connecting Dr. Chrono’s billing data to Zoho CRM and Zoho Books through secure API triggers.
Once launched, the integrated system delivered immediate results:
Leadership gained unified visibility across all branches, tracking every claim and payment in one dashboard. Automated reminders reduced manual follow-ups, and claims were automatically matched with payments and CPT codes. Managers could now generate accurate, consolidated reports for both countries in minutes — something previously impossible.
Key outcomes:
Unified view of billing and legal claims across all locations
Faster claim reconciliation and fewer missed payments
Standardized, cross-border reporting and improved accountability
“Zoho became the backbone of our billing operations. By connecting it with Dr. Chrono, we finally have a clear, real-time view of every claim across our U.S. and Canadian offices. The automation reduced so much manual work and gave our team confidence that nothing falls through the cracks anymore.”
Amazing Business Results is a Zoho Premium Partner, Certified Zoho Developer, and Zoho Apps Trainer with in-depth expertise across the entire Zoho suite.
Since April 2013, the ABR team has built hundreds of CRM and AI systems to help businesses automate processes, save money, and operate with less stress.
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