Owners don’t need every report. They need a few numbers, watched every week, with someone who explains what changed.
The core KPIs
| KPI | How to calculate | Target |
|---|---|---|
| Collection rate | Collected ÷ allowed amount | 95%+ |
| Clean claim rate | Claims accepted on first submission ÷ claims submitted | 95%+ |
| Days in A/R | Total A/R ÷ (collections in the last 90 days ÷ 90) | 30 or fewer |
| A/R over 90 days | A/R older than 90 days ÷ total A/R | 10% or less |
| Denial rate | Claims denied ÷ claims processed | 5% or less |
| No-show / late-cancel rate | Missed ÷ scheduled sessions | Under 10% |
| Clinician utilization | Sessions held ÷ sessions available | 80–90% |
| Inquiry-to-booked rate | Booked intakes ÷ new inquiries | Depends on marketing; track the trend |
Clean claim rate, days in A/R, A/R over 90 days and denial rate are SNG Practice Standards targets, the same ones Sharp holds its own billing work to. The other rows are typical ranges that vary by practice and payer mix. Either way, the trend matters more than any single month.
The weekly owner report
Same format every week, five lines or fewer:
Week of June 2. Sessions held 212 of 240 (88%). Collections $24,800. Days in A/R 31 (was 29). 3 new clinicians’ credentialing on track; Cigna approval expected June 20. Decision needed: waitlist for evening adult slots is 19 people. Open two more evening blocks or post a part-time role?
Lead with the numbers, explain the one change that matters, and end with the decision you need (or “nothing needed this week”).
The monthly review
Once a month, sit down with the owner for 30 minutes: KPIs against last month and the same month last year, payer mix, clinician caseloads, and the top three problems with a plan for each.
Billing oversight
The practice manager doesn’t work every claim, but makes sure someone does. Every week, check with the billing team (in-house or Sharp):
- Charges entered: every session held this week has a claim. Missing charges are the most invisible lost revenue.
- Denials: the top three reasons and what’s being done about each.
- A/R over 90 days: which claims, and the plan for each.
- Patient balances: statements sent on schedule; payment plans current.
- Payer changes: new policies, rate changes, enrollment problems.
When a number moves the wrong way, ask “what changed?” before “who did it?”. A payer policy, a new clinician not yet credentialed, or a setting in the EHR is usually the cause.
Using the numbers fairly
KPIs describe the practice, not a clinician’s worth. A clinician with low utilization may have a specialty with low demand, a schedule nobody wants, or a payer that isn’t approved yet. Find the cause before you bring it to the owner.