Coury & Buehler Physical Therapy (CBPT), a 10-location practice in Southern California, was trapped in a cycle of front-desk turnover, callouts, overstaffing, and clinical disruption.
WelcomeWare first stabilized coverage with interactive kiosks and virtual receptionists. The direct Raintree integration then removed the manual work that remained—connecting patient check-in and document capture to the EMR.
WelcomeWare stabilized the front desk
Virtual receptionists and kiosks replaced unpredictable local coverage with a more reliable, scalable model across all 10 locations.
Raintree integration automates the workflow
Through self check-in or with live assistance, documents and information move directly into Raintree, eliminating manual processes.
“The seamless integration between Raintree and WelcomeWare delivers a comprehensive, high-quality front desk solution. It has allowed us to unlock operational efficiencies that have truly transformed our practice.”
Before WelcomeWare, CBPT’s front-desk model was increasingly difficult to sustain. Reliable, patient-focused employees were hard to recruit and retain, while wage expectations and frequent callouts kept rising.
UNPREDICTABLE STAFFING:
Turnover and last-minute absences made dependable daily coverage difficult.
CLINICAL DISRUPTION:
When coverage still failed, therapists, exercise specialists, and aides stepped away from patient care to manage check-ins and scheduling.
COSTLY OVERSTAFFING:
CBPT carried extra front-desk capacity and float coverage simply to ensure someone would be present.
INCONSISTENT FIRST IMPRESSIONS:
Unattended desks created confusing lobby experiences and sometimes sent patients searching through treatment areas for help.
“We couldn’t catch up. We were going in the same circle. We didn’t have enough staff to grow Coury & Buehler — we were just maintaining.”
CBPT implemented WelcomeWare kiosks supported by a dedicated virtual receptionist team. Rather than force a practice-wide change overnight, leadership began with a three-clinic pilot representing different operating environments: a smaller clinic, a high-volume location, and a newly opened office.
Test workflows and patient response
Expand the model across 10 locations
Support check-ins plus higher-value work
Guaranteed Coverage:
Virtual reception reduced the daily burden of callouts and local scheduling gaps.
Flexible Support:
CBPT could add administrative capacity without adding clinic space or relying on the local labor market.
Clinical Focus:
Therapists could spend less time covering the front desk and more time treating patients.
Operational Confidence:
The successful pilot built internal buy-in and showed that patients would embrace self-check-in.
WelcomeWare solved the staffing and coverage problem, allowing CBPT to no longer be reliant on in-person support. The virtual team manual processes were then eliminated by the Raintree integration.
Kiosk scan > Export / convert > Upload to Raintree > Update arrival > Notify therapist
Patient checks in at WelcomeWare > Information syncs to Raintree > Therapist sees the arrival
Direct Document Flow:
IDs, insurance cards, referrals, and other captured documents move into Raintree without the same export-and-upload process.
Fewer Handoffs:
Virtual receptionists spend less time toggling between systems and repeating administrative steps.
Connected Check-In Status:
Arrival information is reflected in the EMR workflow, making it easier for therapists to know when patients are ready.
More High-Value Capacity:
The team can redirect time toward outreach, scheduling, audits, and other back-office responsibilities.
WelcomeWare became more than a virtual layer on top of the existing process.
By connecting the patient-facing kiosk workflow directly to Raintree — the practice’s system of record — the integration compounded the value of the staffing model and made it easier to operate consistently across every clinic.
“Very simple. I would do it 10 times over. You guys are quick, efficient, and if there’s a problem, you get on it right away. If all of my other integrations were this simple, that would be amazing.”
Today, WelcomeWare and Raintree operate as a connected front-desk workflow across CBPT’s 10 locations. WelcomeWare provides the people, coverage, and patient-facing technology; the Raintree integration ensures that the work flows into the EMR with fewer manual steps.
| Operating Need | WelcomeWare Impact | Added Value From Raintree Integration |
|---|---|---|
| Coverage | Reliable virtual reception across 10 locations | Check-in status flows into the EMR workflow |
| Documents | Kiosk captures patient documents at the front desk | Documents move directly into Raintree |
| Staff Capacity | Nearly 4x the administrative capacity | Less manual processing frees additional time |
| Clinical Focus | Fewer front-desk interruptions for therapists | Therapists can see patient arrival in Raintree |
LOWER FRONT-DESK OVERHEAD:
Reduced exposure to the costs of turnover, absences, local wage pressure, and defensive overstaffing.
STRONGER CLINICIAN RETENTION:
Savings could be redirected toward therapist compensation, while clinicians were relieved of front-desk interruptions.
GREATER STAFFING CAPACITY:
WelcomeWare enabled CBPT to scale its team by 286% (4X the operational output) at zero additional cost.
A PLATFORM FOR GROWTH:
Freed from local staffing bottlenecks, CBPT expanded existing clinics and began planning additional locations.
WelcomeWare solved the coverage problem. The Raintree integration turned that new capacity into a connected, scalable operating model.
“Try it. Roll it out in one location, get your physical therapists engaged with the virtual staff, and don’t be scared. Patients love the self-check-in process.”
