How Shiloh Family Medicine Took Back Control of Its Revenue Cycle

A Trusted Name for Families Across Alexandria, Virginia

For more than two decades, Dr. Bradley R. Ware and the team at Shiloh Family Medicine have been a trusted name for families across Alexandria, Virginia. They take care of everything from check-ups and chronic disease management to preventive screenings and complex follow-ups. They know their patients by name. Many of those patients have been coming back for years.

But behind the scenes, the practice was struggling with the part of healthcare nobody trains a doctor for: the business side.

If you run an independent practice, you already know what we are talking about. The patient charts pile up. The denied claims pile up faster. Front-desk staff get stretched thin. And by the time you look at the books, you realize you have been working hard but collecting far less than you should.

That was Shiloh’s reality before they came to OmniMD.

The Real Problems Shiloh Was Facing

When we sat down with the team for our first conversation, the picture became very clear very quickly. Shiloh was not facing one big problem. They were facing five smaller ones, and together they were bleeding revenue.

1. An expensive setup that was not delivering value. They were paying for software that nobody on the team really enjoyed using. Updates were slow. Support was slower. Every renewal felt like more cost for the same headache.
2. Daily usability friction. Charting took longer than it should. Billing required jumping between screens. Staff felt fatigued before lunchtime. When software fights you, your day gets shorter.
3. Constant data privacy worry. With HIPAA breaches making headlines every other month, Shiloh wanted a partner that treated security as a foundation, not a feature you upgrade to later.
4. A team stretched too thin. There simply were not enough trained billing and coding hands to keep up with claim volume, denial follow-ups, and AR work. The practice was growing, but the back office was not.
5. Process knowledge gaps where they mattered most. Some payer rules had changed. Some denial codes were being misread. The result: claims going out wrong, money coming back slow, and 90+ day aging piling up with no one chasing it.

What Shiloh Was Looking For

Before talking to OmniMD, the team had already evaluated several other systems. They knew what they wanted, and they knew what they did not want.

That last point matters. Shiloh did not want a vendor. They wanted a partner.

How OmniMD Solved It

This is the part most case studies skip. We are not going to. Because the way we solve a problem at Shiloh is the same way we will solve one at your practice. Here is the playbook we ran, in four phases.

Phase 1: The 30-Day Diagnosis

Before we change anything, we look at everything. In the first 30 days, we ran a full RCM audit on Shiloh’s billing history. We mapped every payer, every denial trend, every charge that was getting missed, and every claim sitting in 90+ day AR. We looked at where money was leaking and why. This is not a guess-based approach. It is data-based. We bring receipts.

Phase 2: Implementation Without The Drama

We rolled out the OmniMD EHR alongside our integrated billing services. The migration was clean. Patient data moved over without errors. The team did not lose a single day of patient care during the switch.

Training was kept short and human. We trained the front desk separately from the clinical team, separately from billing, because each role uses the system differently. Nobody had to sit through tutorials that did not apply to their work.

Phase 3: A Dedicated Team, Not A Ticket Number

This is where most outsourced billing companies fall apart. They give you a 1-800 number and a queue. We gave Shiloh a dedicated account manager who runs a full-time team of specialists living inside Shiloh’s account every single day:

• A medical billing expert handling charge capture, claim submission, and clean claim review.
• A certified medical coder matching every encounter to the right CPT, ICD-10, and modifier combination.
• An AR specialist chasing denied claims, escalating with payers, and keeping aging buckets clean.

When something needs attention at Shiloh, it does not get logged. It gets worked.

Phase 4: Continuous Optimization

RCM is not a one-time project. It is a living system. Every month, the dedicated account manager sits with Shiloh’s leadership to walk through what got collected, what got denied and why, and what next month’s focus looks like. When a payer changes a policy, we adjust before claims start failing. When a new denial pattern shows up, we run a root-cause review and fix it at the source.

The Results: Measurable, Real, Repeatable

The numbers tell the experience better than we ever could. Here is what changed at Shiloh after partnering with OmniMD.

Metric	Before OmniMD	After OmniMD	What It Means
Gross Collection Ratio (GCR)	30%	44%	More of every billed dollar actually gets collected.
Net Collection Ratio (NCR)	90%	97%	Of the money truly collectible, almost all of it now lands in the bank.
Denial Rate	21%	4%	Roughly an 81% drop in claims being kicked back.
90+ Day Aging	Untracked	Zero	No more old, forgotten money sitting in limbo.
Payment Velocity	29 Days	22 Days	Cash arrives a full week earlier on average.

What This Means for Your Practice

If you read Shiloh’s story and recognized your own practice in any of it, the team at OmniMD would love to talk.

Here is what we can say with confidence:

• If your denial rate is sitting above 10%, we can almost certainly bring it down.
• If your 90+ day AR is growing, we can stop the bleeding and start clearing it.
• If your team is burning out on billing work, we can take it off their plate without taking control away from you.

We do not believe in long, vague promises. We believe in 30-day audits, 90-day improvements, and clear monthly reporting that you can actually understand.