Tierney Orthotics & Prosthetics is a woman-owned small business based in Winston-Salem, North Carolina. Since opening in 2015 as a two-person operation, the practice has grown to a 35-person team across three brick-and-mortar locations in three different cities. Tierney provides custom orthotic and prosthetic care to patients of all ages. With more than 30 percent year-over-year growth, the team was handling a rising volume of referrals, documents, and patient communications without the right systems to keep up.

Each morning, staff faced a shared inbox full of referrals, doctor’s notes, and insurance authorizations. Sorting faxes, labeling files, and uploading documents one by one took hours every day. It was entirely manual, and the pressure was constant.

As the practice grew over the years, referral volume surged from 25 to more than 400 per day, and staff were stretched thin. The tools in place weren’t designed for that kind of scale. Burnout was building, and the risk of something slipping through the cracks was always present.

“We were still doing everything manually,” said Geof Tibbs, Operations Manager at Tierney O&P. “And nothing in our workflow had changed to support that.”

Each referral took 3 to 5 days to process. That meant delays for patients, operational inefficiency for staff, and missed revenue opportunities.

Tierney implemented Medsender to take control of the rising workload. Incoming faxes are now automatically captured, labeled, routed, and ready for action without the hands-on effort that used to consume the team’s day. 

With custom labels like “Medicaid Insurance” or “Medicare Diabetic Shoe Insert,” the team can instantly identify what’s in the inbox and who needs to handle it. This level of clarity allows the team to act faster and more accurately.

"If you can imagine the amount of time that saves, seeing the inbox basically tells us what it is before we even open it. We can route it to the right person without having to read through every line and document."

Medsender also reduced the flood of “Did you get my referral?” phone calls. Patients now receive automated text confirmations as soon as their referral arrives. This gives patients peace of mind and gives staff valuable time back.

Just as important, Medsender gave Tierney new visibility into the volume of referrals coming in each day. That clarity revealed just how much the workload had grown and showed that it was no longer feasible for a single person to manage it all. That insight helped leadership identify bottlenecks and ultimately led to the creation of a dedicated intake department to support the clinic’s continued growth.