How I Cut Admin Time in Half as a Group Practice Owner

As a group practice owner, my inbox used to dictate my day. Every new client referral that came in? I answered directly. I read through the request, double-checked insurance and specialty requirements, and then either matched them up with the appropriate therapist or explained why we might not be the best match gently. It was effective, but it was unsustainable. I answered emails on vacation, simply because I didn’t want to return to an inbox full of 100 emails after taking a long weekend.

After months of exploring expensive solutions like CRMs, virtual assistants, and complex intake platforms, I finally found a solution embedded in the systems I use every day. No new software. No new subscription. Just a simple tweak that made a massive difference in my workload.

What was it? I turned on auto-replies.

Now, before you picture a cold, robotic message that leaves clients hanging—hear me out. My auto-reply is thoughtful, informative, and still feels human. It acknowledges that we received the client’s inquiry, outlines what to expect next, and gives a general timeframe for follow-up. It lets them know their message didn’t disappear into the void.

Not to be dramatic, but this changed everything for me. 

Automating this process saves me hours of administrative time per week. No longer do I have to personally address every referral that comes from our website. If it is a request that fits our services, then I just send it on to the requested therapist. No back-and-forth conversation. No added steps. I only intervene if there’s something the auto-response can’t address, such as a mismatch of needs. For example, if a prospective client is in need of an OCD provider who is covered by United, but our OCD provider isn’t credentialed through United, I step in to refer out or gauge the client’s interest in Superbills.

Here are the some of the changes that have happened since I adopted this system:

• I’m spending far less time on administrative work without compromising on client care

• We have better response times since our system isn't dependent on me being at my computer

• Clients feel heard and informed immediately

• Our therapists are matched more rapidly to the correct referrals

• It sets expectations up front and avoids confusion (for the client and for me)

Here’s the key: this wouldn’t have worked without the robust contact form I have in place. Initially, I used a basic contact form that left me emailing clients to collect insurance details and scheduling needs. It consumed so much of my time! Now, my form captures all the information needed to make a referral, streamlining the entire process.

This is what our questionnaire requests:

• Basic contact details: name, phone, email

• State: only needed for multi-state practices

• Type of Service: one-on-one therapy, couples therapy, ADHD testing, etc.

• Your preferred start: consultation call or intake

• Insurance Information: including out-of-network and sliding scale options

• Preferred Therapist: or option to be matched by fit

• Waitlist Preferences: in the event of their first choice being unavailable

• Referral Source: where they heard of us

Optional information also includes the following:

• Scheduling Preferences: mornings, afternoons, or specific day/time

• Therapy objectives: ADHD, anxiety, trauma, OCD, etc.

• Space for clients to articulate anything else that they wish to

• Referring provider's name, if applicable

The form is comprehensive, but not too overwhelming, and it provides us precisely what we need in order to proceed.

As a new inquiry comes in, clients receive the auto-response informing them that we have indeed received their request, next steps, and information on expectations regarding timelines. If it's a good fit for what we provide, I don't even need to email them back; I just forward the request to the requested therapist.

If you’re a group practice owner still handling referrals manually, consider this your permission slip to automate the first step. You can still provide thoughtful care without typing the same message 10 times a day. 

In case you want to look at my contact form, you can view it here: https://forms.gle/CjF46LiDRr5T1XiP7