How Exceptional Foresters Turned Case Notes Into Clear, Actionable Reporting with SETWorks AI
Instead of relying on memory, Exceptional Foresters uses SETWorks AI to capture the full picture of client progress.
Enhancing Clarity, Capturing Missed Revenue
How Aptiv Streamlined Authorizations & Reduced Outstanding Billing by 98% With SETWorks
About Aptiv
Aptiv provides a spectrum of innovative support for individuals with disabilities across 35 counties in Wisconsin, including day services, employment, residential support, community living, behavioral services, housing counseling, youth services, and assistive technology. Established in 1977, Aptiv operates nine locations serving 1,600 Wisconsin residents.
Company Size: 225 staff
Participants: 1,600 individuals
Location: Wisconsin
“SETWorks gave us clarity in so many areas – from authorizations, to billing, to staff time. The amount of insight we’ve gotten from using this software has been huge.”
Nathan Hundt // Program Operations Director // Aptiv
Challenges
Inefficient processes + outdated tech infrastructure led to outstanding billing
From housing counseling to assistive technology, Aptiv prides itself on its innovative approaches to supporting individuals with disabilities — yet their technological infrastructure was a glaring weak spot.
Prior to discovering SETWorks, Aptiv had invested significant resources in customizing a case management software to align with their existing workflows. Despite being a step forward from manual paper-based processes, it proved inefficient.
“We would maybe get the authorization — we didn’t really know if it was there all the time — and then we’d provide the service, and then billing would happen and then we could get that denial, and that’s when we’d have to dig into what’s going on or could we even bill for the service we provided.”
The old system also required Aptiv’s payroll department to blanket approve staff timecards for a two-week period, leading to potential inaccuracies. To make matters worse, the old software system’s support team didn’t understand Aptiv’s needs — even after several years of working together.
Their struggle to accurately track authorizations and staff time created a cascade of issues, including over $459,000 in outstanding billing that threatened their financial stability. Aptiv urgently needed a way to streamline the billing process and connect staff, participant time, and authorizations together.
“As a service provider, we can’t be sustainable if we can’t collect our money,” says Cheyanne Rolbiecki, Aptiv’s Senior Staff Accountant. “We knew that if we wanted to continue to grow as an organization and provide services to more people, we had to make a change.”
Solution
Efficient software designed around industry best practices
Aptiv Program Operations Director Nathan Hundt says the team evaluated several other software systems, but none had the capabilities they were looking for — until they discovered SETWorks in a Google search.
Instead of trying to adapt the software to fit their existing processes, Aptiv realized that aligning their processes with SETWorks would enable them to fully utilize its features, streamline their workflows, and resolve issues with tracking authorizations and billing.
The first challenge was getting buy-in from staff, who were accustomed to existing workflows and hesitant to adapt to new technologies and workflows. Aptiv received hands-on support from SETWorks’ team of disability service experts, who helped them problem-solve and shared what has worked well for other providers.
“The support SETWorks gave us was tremendous. We would never have gotten that from other software companies,” says Nathan.
For Aptiv today, SETWorks has made tracking authorizations much easier. Now they can quickly see when authorizations are missing, low on hours, or about to expire. Scheduling is also tied to authorizations, ensuring services are only provided when authorized.
The documentation and scheduling features in SETWorks have also made it easier to track staff time accurately and ensure shifts are worked as scheduled. The ability to require documentation on activity records has been a key feature for Aptiv. “We love that staff have to sign off on their documentation and it has to be approved,” says Nathan.
Plus, SETWorks’ forms have made it easier to track incoming referrals and improve the client process from intake all the way through to billing. When it comes time to bill for services, the process has been much easier.
“[With SETWorks] everything’s in one place — you just have to pull the right stuff,” says Pamela Amundson, Aptiv Billing and Accounts Receivable.
Results
Reducing outstanding billing by ~98%
In the two years since implementing SETWorks, Aptiv saw improvements across the board. Their billing process improved tremendously, slashing outstanding billing by ~98% – from over $459K to just $10K.
This improvement was largely due to better tracking and management of authorizations and billable activities, which ensured that services were accurately documented and billed.
“If you want a way to better track your billing and have better profit and revenue, SETWorks is the system to go with,” says Nathan.
“If you want a way to better track your billing and have better profit and revenue, SETWorks is the system to go with"
Nathan Hundt
Program Operations Director // Aptiv
With SETWorks, Aptiv has achieved better visibility into all aspects of service delivery.
“SETWorks gave us clarity in so many areas — from authorizations, to billing, to staff time. The amount of insight we’ve gotten from using this software has been huge” says Nathan
This newfound insight has given Aptiv more credibility with their funding sources, too.
“We are able to go back and track what was missing from prior authorizations, which is something we couldn’t do before SETWorks,” says Nathan. “Now we have concrete data related to the units we’ve requested, so we can work with our funding sources to say, ‘This is what we need’.”
Aptiv has never been more efficient, and SETWorks’ personalized support has played a pivotal role in that.
“We’re not just a number to SETWorks. They know who we are, and they care about what we’re doing,” says Cheyanne. “Without their support, we would not have been so successful.”
Don’t miss out on another dollar
SETWorks is comprehensive disability service management software, built to handle the needs of person-serving agencies, across programs.
Let us show you how SETWorks helps you track every aspect of your service delivery, from authorizations to billing, so that you can get paid for every hour you provide.
Read more SETWorks success stories:
ChildServe Case Study
How ChildServe Transformed Documentation & Achieved 99% Compliance Across Diverse Programs with SETWorks
How Options For All Rolled Out SETWorks AI with Successful Staff Adoption
A few strategic rollout decisions helped Options For All improve documentation quality and achieve strong staff adoption of SETWorks AI.
