The challenge

A national provider of applied behavior analysis therapy for children diagnosed with Autism Spectrum Disorder experienced five years of rapid growth, reaching $48.7 million in annual revenue. However, systems and processes did not scale at the same pace.

As a result, gaps emerged in scheduling, reimbursements were lost, and families and learners experienced inconsistent service. Leadership engaged Adonis Partners to stabilize operations, increase billable therapy hours, and improve the overall client experience.

The scalable process design approach

Adonis Partners conducted a comprehensive assessment of the organization’s operations, processes, information, and technology (OPIT). Interviews with staff and leaders, along with detailed analysis of core metrics, provided a clear view of current performance.

Key metrics were baselined, including therapy hours per week, authorization fulfillment, staff schedule fulfillment, and cancellation rates. Based on these insights, Adonis standardized operating procedures and implemented reporting structures to ensure consistency and adherence across the organization.

Scheduling practices were redesigned, shifting from on-demand scheduling to consistent blocks with standard lengths and times. Dedicated resources with clear authority and accountability were assigned to manage and optimize scheduling.

The impact

The redesigned processes delivered significant improvements in performance and client experience. Billable therapy hours increased by 27 percent per week, while cancellation rates were reduced by 45 percent. Revenue from direct therapy hours increased by 24 percent.

These results strengthened financial performance and improved service reliability for families and learners. By building scalable processes and clear accountability, the organization established a sustainable operational foundation to support continued growth and operational excellence.