---
title: How Nikki's Office Eliminated Hundreds of Hours of Admin | Docnote
description: Piles of forms, phone tag, and conversations she dreaded — gone. See how MOA Nikki McKenzie eliminated hundreds of hours of admin work with Docnote.
image: https://www.docnote.com/hubfs/Website%20Photos/docnote-og-default.png
---
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# How Nikki's Office Eliminated Hundreds of Hours of Admin Work
Medical Office Administrator (MOA) Nikki McKenzie spent years juggling stacks of paperwork, chasing patients by phone, and having conversations she dreaded. Here's what changed.
##### The Challenge
## **Paper Stacks and Uncomfortable Conversations**
#### *"It was just piles and piles of forms and paperwork. When a patient would have to come in, we'd have to go through these folders of forms."*
For every uninsured service, Nikki faced the same uncomfortable exchange: explaining that it wasn't covered by OHIP — and that payment was required. "The conversations I would have to have with patients were nerve-wracking," she says. "I'd have to explain to them what a non-insured service was, and that they do, in fact, need to come into the office and pay for these services." Often, patients would have to go to their bank, get out cash, and come in — while Nikki sat there handwriting receipts with a cash box at the side of her desk.
Getting patients to complete their portion often turned into days of back-and-forth, and worse yet, after hours of work, patients sometimes never returned at all. "There was a lot of phone tag going back and forth. I have spent hundreds of hours working on uninsured services that patients didn't even bother to pick up."
It wasn't just the lost time — it was disheartening to put in the work and have it contribute to nothing. "We have way too many patients for us to be wasting time filling out forms patients don't even end up picking up."
##### The Solution
## **An Automated System for Uninsured**
#### *"I love the integration that Docnote has provided with our EMR system. It's all done straight through the patient's chart, and it will automatically get sent to them."*
When Nikki's practice adopted Docnote, the cash box disappeared. So did the phone tag, the printed forms, and the handwritten receipts. Patients now receive a payment request directly through their chart. They pay online. The document goes to them automatically. Nikki doesn't open a separate system to make any of it happen.
"After Docnote, it's much more clear cut. It's all done electronically. They just make payment online, and their receipt is automatically created and emailed to them."
The other change was the sequence. Patients pay before a form is completed — which meant the hours Nikki spent finishing work that went unpicked were simply over. Every completed form now has a payment behind it.
"The beauty of Docnote is it's already done. They have to make payment before we even complete the forms so that time is not wasted."
##### The Impact
## **Less Stress and Reclaimed Time**
#### *"Docnote has made my life easier by saving quality time that I can spend with the patients for appropriate care. I love that it educates the patients on what uninsured services are and what they're paying for."*
The difference shows up in Nikki's day-to-day work. The physical stacks, phone calls, and manual tracking are gone — and so is the time she used to lose on work that went nowhere. Before, chasing down uninsured services meant she wasn't able to use her time appropriately for patient care, booking appointments, and everything else the job demands.
Now she's not getting into arguments with patients about payments, and that time is hers to give back to the people who are actually in the office. What's left is a front desk that runs the way it should.
##### Welcome to the end of the paper chase.
**Why are we here?** Because every uninsured service — a note, a form, a renewal — was ending up in the same place: your chart, unpaid, undelivered, chased by someone at the front desk. We built the layer that picks it up right there. Payment collected, document delivered, without you leaving your EMR. Built for the work you're already doing.
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