"I reconciled everything in just 6 hours this fortnight. It used to take me 30 hours." — Operations Manager
The Challenge: Growth Pains in Mental Health Services
In Mind Therapy exists to help people improve their mental health, offering expert psychological and counselling services — including support for NDIS participants.
As their reputation grew, so did their participant database. And while this was fantastic for impact, it created a serious operational strain.
The cracks started to show in three major ways:
Manual onboarding — Every referral form had to be opened, read, retyped into their CRM (Splose), and then uploaded to SharePoint.
Manual remittance tracking — Payments coming in from Tyro Health, Stripe, and other systems had to be entered and reformatted by hand in Excel.
Manual monthly audits — Identifying billable items, calculating practitioner payments, and creating reports was eating days of time every month.
These weren’t just inconveniences — they were leaky pipes draining time, energy, and focus away from what mattered most: delivering care and growing the service.
Hiring more admin staff could have plugged some of the leaks, but it would have increased costs without addressing the underlying inefficiency.
In Mind Therapy needed a smarter fix.
The Optiease AI Approach: Strategic Automation
When Optiease AI came on board, our first step wasn’t to sell software — it was to understand their workflows from top to bottom.
We identified three key areas where automation could have the biggest impact:
Remove the highest-volume manual processes that were consuming hours every week.
Eliminate the inefficiencies driving hidden costs — not just money, but lost staff capacity.
Free up existing staff for higher-value work that fuels business growth and participant satisfaction.
The Solutions Provided
1. AI-Integrated Automated Onboarding System
Before:
Staff would manually process each referral, read through it, extract information, enter it into Splose, and upload documents to SharePoint. This was slow, repetitive, and error-prone.
After:
Our AI-powered system now:
Monitors the inbox for new referrals
Automatically scans and extracts all relevant participant data
Formats it for Splose and creates the participant profile instantly
Uploads the required documents to SharePoint without staff lifting a finger
Impact:
95% of the onboarding process is now automated — capable of creating 40 client profiles in 3 minutes.
2. Automated Remittance Management
Before:
The operations team manually checked remittances from Tyro Health, Stripe, and others — entering them into Excel, reformatting them, and ensuring financial tracking matched requirements.
After:
Our system:
Pulls remittance data directly from all payment platforms
Automatically formats it for financial tracking in Excel
Maintains the specific formatting rules required for reporting
Impact:
Hours of repetitive work on payment tracking — gone.
3. Automated Auditing System
Before:
Staff had to go through line items to find billable services, calculate practitioner payments, and create monthly audit reports.
After:
Our automation:
Calculates required fields from billed items and remittances
Generates practitioner payment amounts automatically
Tracks revenue by practitioner
Produces complete audit reports with zero manual formatting
Impact:
15 hours per week freed up from monthly auditing alone.
Implementation: A Collaborative Approach
We know automation isn’t “set and forget.” For it to work, it has to fit the business perfectly and be embraced by the team.
That’s why our implementation process included:
Close collaboration with In Mind Therapy to refine systems based on their real-world workflows
A two-week training and monitoring period to make sure the team felt confident using the new systems
Ongoing support to ensure performance stayed optimal and any adjustments were made quickly
The Results: Operational Transformation
The impact was both immediate and measurable:
95% automated onboarding — creating 40 client profiles in 3 minutes
Complete automation of remittance processing from Tyro Health and Stripe
15 hours per week reclaimed from monthly auditing tasks
Faster, more accurate reporting across the board
Addressing Concerns: Redeploying Talent, Not Replacing It
One of the first questions from In Mind Therapy was: “What will this mean for our admin staff?”
Our answer: Automation doesn’t replace people — it frees them.
By removing the tedious, time-sucking tasks, their team could now focus on work that requires human expertise: strategic projects, participant engagement, and relationship-building.
The result wasn’t fewer people — it was more impact from the people they already had.
Your Business Transformation Awaits
If your team is still bogged down in manual processes, the cost isn’t just in hours lost — it’s in the opportunities you’re missing.
Optiease AI can help you identify and automate your biggest operational leaks, so your staff can focus on what truly matters: growing your business and delivering outstanding care.
Schedule a free consultation today and see how much time, money, and energy your business could reclaim.
