How We Fixed A Revenue Drain For A Psychologist


Conversion Rate Optimization


Drop in no-shows to first appointments
Additional Monthly Phone Calls


in Administrative Time


Time available for professional billing


Patient care


One of our clients is a counselor/psychologist. Like many professionals, his business is based on, very simply, time. He has a substantial hourly rate for patient sessions, and he was facing a perplexing problem:

A 50% no-show rate with new patients.

Going into counseling is a big step for many people, and it’s easy to get cold feet at the last moment. But when this happens, our client faced a significant loss of revenue—on average, over $2,000 per month.


Our research began by taking a look at how new patients came to the practice and scheduled their first appointments. The existing online system allowed them to make appointments, but didn’t allow them to complete necessary forms or make payments. New patients didn’t invest time and money until they arrived for their first session. And because of this, it was easy to cancel.

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After assessing the process where a new patient came on board to his practice, we recommended developing a new onboarding procedure online. By changing this system, we would be able to have new patients complete all needed forms PLUS pay for their first session in advance. This commitment by the patient would change the dynamic of whether or not to cancel at the last minute.

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Our team revamped the practice’s onboarding system so that all forms could be completed online in advance of the first appointment. This helped ease some anxiety of starting the patient/counselor relationship. Because this information was subject to HIPAA regulation, the system had to meet security requirements. We integrated this with a payment system that required new patients to make the first payment in advance.

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Kelley Shaw

Creative Director

Bringing Ideas To Life

Kelley’s role at RTL Digital Media covers a spectrum of design and production functions, including animation, catalog design, and trade show design with an e-commerce focus. She puts extra energy and life into our clients’ projects.  She knows how to make design fit perfectly—and strategically—into an organization’s branding and messaging.

Kelley’s experience includes directing the creative and artistic vision for Geneologie, an online and catalog fashion resource.  In three years, she was promoted four times, leading the in-house promotional marketing efforts. She built the vision, strategy and delivery teams that focus on Direct Mail pieces including catalogs, apparel, packaging, and design production.

Kelley previously served in a designer capacity assisting Americasmart, creating product displays, and was an intern with Denmark Ad Agency, where she created presentations, print graphics, and branding packages. She has received awards for her designs and invests her personal time with charities donating artistic help, graphics, and mentoring.