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Referred patients contacted
Increase in multi-channel outreach
Conversion rates
Clearway Pain Solutions is a leading integrative pain management organization dedicated to relieving pain, restoring function, and renewing quality of life. Clearway & their partner companies (The Center for Pain and Relievus Pain Management) deliver coordinated pain management through interventional treatments, rehab therapies, lab and pharmacy support and more.
With expansion across multiple markets, Clearway’s referral volumes quickly overloaded their shared inboxes and spreadsheets. Referrals came in through fax, e-fax, and email, but with no centralized tracking system, visibility and follow-through were limited. Conversion rates plateaued at about 70% of referrals to appointments, and the team knew there was room to improve.
Clearway needed a unified, compliant system that could:
…all while maintaining HIPAA compliance.
“There was no way to communicate back to the referral source, and there wasn’t a good way to measure how long it was taking us to even make the first initial contact with a patient”
Clearway implemented a dual-system approach: athenahealth for clinical documentation and scheduling, paired with LeadSquared as their HIPAA-compliant referral CRM. With this integration, coordinators now verify insurance eligibility, confirm demographics, and book appointments directly inside LeadSquared, with everything syncing bi-directionally to athenahealth.
Here’s what Clearway has achieved with LeadSquared:
“Everything that my team does in LeadSquared is automatically in athenahealth. We can now run insurance and all other processes, so we can work out of one system and be the most efficient.”
The impact was immediate and measurable. Referral-to-appointment conversion jumped from 70% to a consistent 78-82% each month. Patient access improved dramatically: 100% of referred patients in most markets are now contacted within 24 business hours, and legal patients in the Relievus market are reached within just one hour.
Outreach attempts increased by 67% across multiple channels, and the team no longer loses time to system switching or manual data entry. Staff can focus on what matters most: connecting with patients and coordinating their care.
“With LeadSquared, we have a seamless, patient‑centered system that better serves our patients, providers, referral sources, and staff.”
