The team at Embrace Orthodontics often feels a sense of sadness when a patient’s treatment plan comes to an end. Over the typical two-year treatment period, the twelve-person team, led by Dr. Cadman, forms strong connections with their patients, seeing them every 6-10 weeks.
“We really get to know them as they are coming through for treatment,” says Marley Ring, Orthodontic Assistant and Office Manager. “We’re usually a little bit sad when we dismiss them and don’t get to see them anymore.”
It’s obvious the Embrace team takes pride in the service they offer and cares about their patients.
“We are constantly evolving and adding in the newest technology and methods to our treatment approaches to make the patient experience as smooth as possible,” says Marley.
Located in Prince Albert, Embrace Orthodontics is the first office in Saskatchewan to offer LightForce braces, a custom 3D-printed bracket system that is patient-specific. Dr. Cadman also regularly attends conferences to acquire new skills and ensure they stay current with the latest advancements in orthodontic care.
Making sure their office runs smoothly is also important for their patients’ experience. This includes their payment process. Patients can pay for their treatment over time, on average making 18-24 monthly payments.
Based on a recommendation, Embrace Orthodontics started to process their patients’ pre-authorized debit payments with Rotessa. According to Marley, using Rotessa has improved efficiency and convenience for both patients and staff.
“We were just using pre-authorized debits straight through our bank, and the system they used sucked honestly,” states Marley, “It was at least an hour a day going through and making sure everything is approved a couple of days in advance, and then go in a couple of days later and try and search for their reports to see if it was declined or returned for any reason.”
“Whereas with Rotessa, we set up the payments and forget about it until we have to post them,” says Marley. They also use Rotessa’s reporting tools to quickly get the status of their transactions, “It’s very very simple and a lot less work for us.”
Using Rotessa’s online authorization tools, they quickly get permission from their patients to debit payments from their bank accounts. “Getting them to fill in the information to get set up, we get that back within a half hour of sending it to them,” explains Marley, “Before we would have to send them a paper copy and beg for them to send it back and it would take weeks to get anything back from them. It’s way faster to get everyone set up and way easier.”
Although they do accept credit cards, Marley notes that the fees are high so they encourage patients to pay using pre-authorized debit, which they seem to prefer.
They have also found Rotessa’s Payment Reminders helpful, “We usually don’t really have that many that are insufficient funds or get returned but I find with the reminders it’s been even better,” says Marley, “People get that and ‘yeah I’ve got to make sure money is in the account’ and they know that payment is coming out.”
At Embrace Orthodontics, patient care goes beyond just treatment—it’s about building lasting relationships, staying up to date on the newest technology, and ensuring every aspect of the patient experience is as smooth as possible. With innovative approaches like LightForce braces and efficient payment solutions through Rotessa, Dr. Cadman and his dedicated team are committed to delivering top-notch orthodontic care with a personal touch.
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