A CRM for physical therapy that works next to your EMR

Most physical therapy CRM advice online dates from 2022 or comes from programmatic pages that swap "physical therapy" into a template. The real question PT owners ask is simpler: how does a CRM work alongside the EMR I already pay for? The answer is a clean division of labor. The EMR documents care. The CRM manages everything that happens before the first visit and after the last one.

Who does what: physical therapy CRM vs EMR

Track which referral sources actually send patients

Physician referrals, gyms, word of mouth and online searches all bring different volumes and different show rates. In JBMOnboard360, add a "referral source" field and a "referring provider" field to every lead. When an enquiry becomes a patient, or closes, staff record the reason. After a quarter, the reports show which relationships deserve a lunch visit and which campaigns are not paying off.

Fix the gap between enquiry and first visit

New-patient enquiries arrive by web form, phone and messages, and a busy front desk can't chase all of them. Every lead gets a follow-up reminder, and the daily digest lists who needs a call today. If your patients use WhatsApp, an AI concierge answers general questions (hours, locations, cash-pay prices, what to bring) from your knowledge base, books a callback and hands over to a person. Health information never goes over WhatsApp, and WhatsApp is not HIPAA compliant. Send patients to your intake form for anything clinical. See how the WhatsApp CRM works.

Patients who stop coming

Dropout is the most expensive problem in outpatient PT. A WebPT executive has said that about 70% of patients don't complete their plan of care (quoted by Curogram, third-party). Your EMR knows the plan. JBMOnboard360 helps the front desk act on it: set a lifecycle stage such as "active", "paused" or "discharged", add a follow-up reminder when a patient has no next visit booked, and work the list each morning. JBMOnboard360 doesn't send texts in the US, so these are calls and emails from your team.

A copyable new-patient intake form

Keep the CRM intake to what the front office needs. Clinical history belongs in your EMR's intake.

• Name, date of birth, phone, email, preferred contact method
• Referral source and referring provider (if any)
• Reason for visit, in a few words
• Insurance or cash-pay (the EMR handles verification)
• Preferred clinic, days and times
• Consent to be contacted by phone and email

Print the form's QR code at the front desk so patients can fill it in on their phones. More templates are on our client intake form template page.

Built for practices with several clinics

Opening clinic #2 or #3 is when spreadsheets break. Headquarters sees every clinic's leads, appointments and cases in one view, and each clinic gets its own team, data and dashboard. Staff raise requests for equipment, IT, new users or schedule changes through a help desk with SLAs and escalation from Tier 1 to Tier 2 to manager. Staff who raise cases are free. HR leave requests and monthly attendance sit in the same login. Read more about a CRM with a built-in help desk.

HIPAA: the BAA is included

PT practices that bill insurance electronically are covered entities (HHS), so a CRM that stores patient details needs a BAA. JBMOnboard360 includes one on every plan. US data is hosted on AWS in the United States, encrypted in transit and at rest, with daily backups copied to a second US region. A BAA is one part of compliance; ask your compliance advisor about the rest. See our HIPAA-ready CRM guide.

Physical therapy CRM pricing

• Small clinic, 4 front-office and lead staff: Professional at 4 × $79 = $316 a month billed annually.
• One clinic, everyone on the system: Business at $399 per month billed annually ($499 monthly), unlimited users at that clinic.
• Four clinics: 4 × $399 = $1,596 a month billed annually.
• Ten or more clinics: Enterprise from $349 per clinic per month billed annually, with the Support CRM for HQ (5 agent seats) and data migration included.

When JBMOnboard360 is not the right fit

A single-therapist practice with a good EMR may not need a separate CRM. If you need text reminders, card payments, documentation or claims in one product, stay with your PT practice management system. JBMOnboard360 fits clinics whose leads and referrals slip through the cracks, and groups that need one view across locations.