Client Highlights

·      75% reduction in per-refund cost 
·      25 hours per week of valuable FTE time repurposed
·      Increased patient satisfaction, with 95% of refunds delivered faster via digital methods
·      Dormancy tracking & escheatment processing fully outsourced

The Opportunity‍

Mindpath Health has built its brand around accessible, modern behavioral healthcare—meeting patients where they are through telehealth, digital scheduling, and online engagement. Behind that experience, issuing a patient refund still meant cutting a check. Every refund required a new vendor record, and every batch ran through a manual fulfillment process. Team members regularly reworked returned checks, striving to ensure every refund reached the patient and maintaining unclaimed property tracking across multiple state jurisdictions. The result was a fully-loaded cost exceeding $8 per refund—and are fund experience out of sync with the standard Mindpath had set everywhere else.

The Solution

Mindpath Health partnered with Onbe to modernize its patient refund operation. A process that once crossed desks, inboxes, and spreadsheets now flows through a single platform—clean, trackable, and automated. The solution deployed alongside existing EHR and practice management systems with no custom development, delivering reconciliation and reporting visibility from day one.

Patients now receive refunds digitally, giving them faster access to funds and a choice of modern payout methods, including digital wallets and instant transfers. Outreach, fulfillment, and reissues are streamlined, while unclaimed property tracking and escheatment filings across all applicable states are handled entirely by Onbe, supported by audit-ready documentation.

“Program implementation went exactly the way we wanted and wasn’t painful. With strong support from our IT team and Onbe’s implementation resources, the process was smooth and manageable for our internal staff,” said Heidi Slates, Accounting and Payroll Manager at Mindpath Health.

The Results

The improvement happened fast and was felt acrossoperations, finance, and the patient experience. Within weeks, Mindpath turneda manual, check-heavy process into a digital, automated refund operation thatbetter matched the rest of their modern patient journey. What had once been a costly back-office burden became a faster, more transparent experience for patients and a meaningful time-saver for the Mindpath team.

·      Money Saved: 75% reduction in per-refund cost by eliminating check fulfillment, stop pays, replacements, and vendor maintenance overhead.

·      Improved Operational Efficiency: 25 hours per week returned to the business as batching, printing, research, and reissues were removed, allowing AP and revenue cycle teams to focus on higher-value work.

·      Greater Patient Satisfaction: 95% of refunds delivered faster via digital methods, with choice from multiple payout options.

·      Better Staff Experience: Improved employee morale as repetitive manual tasks were removed from day-to-day work.

·      Strong Compliance Posture: Multi-state unclaimed property obligations shifted to Onbe, with dormancy tracking, due diligence, and state remittance handled through an automated, audit-ready solution.

 “Patient satisfaction has been amazing since using Onbe. We've seen a huge decrease in patient queries — and faster turnaround times from when we enter the refund request to when patients are getting their funds,” said Blair Stromberg, the Credit & Collections Manager at Mindpath Health.

Ready to modernize patient refunds? From digital disbursement to unclaimed property compliance, Onbe handles the complexity of patient refunds at scale — so your teams can focus on care, not checks.