How Claire & Jenny ended the uninsured fee conversation
When Claire started nursing four years ago, uninsured services meant fax machines, phone tag, and forms that piled up on the desk. When Jenny joined the same practice last year, that world was already gone.
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The Challenge
Paper Stacks and Uncomfortable Conversations
"Before Docnote, patients would have to either hand deliver actual papers, or we'd get them through the fax machine."
Claire has worked as a registered practical nurse for four years. Before Docnote, every uninsured service followed the same exhausting loop. Forms came in by fax — or patients had to physically drop them off and return later to pick them up. If forms arrived incomplete it meant a phone call — and usually several more after that. After hours of back and forth, patients would often decide they no longer needed the form. "We had a massive stack of forms that never got picked up," she says. "And obviously, that's a huge waste of our time."
Add to that the patients' constant confusion around pricing — what's covered, what isn't, what's owed — and the team carried the weight of those conversations too.
Jenny joined in her first year as a nurse, after Docnote was already in place. She never had to live through the old system. "I've heard the horror stories of what happened before Docnote," she says.
The Solution
An Automated System for Uninsured
"Docnote is very easy to use. It's directly through our EMR, it's very user friendly, and now it takes care of all the payment and back-end things."
For Claire, the difference was immediate. Everything now flows through the patient's chart — requests, payments, and document delivery all in one place. When information is missing, she sends a quick message. "If anything is ever missing, we no longer have to call the patients. We can just message them directly through Docnote, which makes our life super easy."
When a document is ready, it gets sent straight to the patient as a PDF. "It saves us so much time because patients no longer have to come into the office to pick up the physical forms." And because patients pay before work begins, she's never completing forms that won't get used.
Jenny came into the role expecting a steep learning curve — there was plenty to absorb as a first-year nurse. Docnote made it easy. "I was shocked at how quickly I was able to learn it," she says. "I was able to learn it within a few days."
The Impact
Less Stress and Reclaimed Time
"Docnote has made our work life more calm, more efficient, and more organized. I couldn't imagine our lives having to go back to the old way."
The phone tag and piles of paper are gone, and the time that used to disappear into forms that patients never picked up is now going somewhere useful. "If we lost Docnote tomorrow," Claire says, "my life would become incredibly stressful. We would go back to chasing paperwork and having that awkward payment conversation."
For Jenny, the impact is about efficiency. "It helps a lot with quickening the pace of the day. It helps get patients out faster, and it keeps your workload moving." Sending scripts, getting doctor's notes out, keeping requests from stalling — Docnote keeps all of it from becoming a bottleneck. "I would say that definitely helps as a nurse with a fast-paced job trying to keep up with everything that's needed."
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