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Success Story
Roeder Orthodontics Reduces Payment Workload and Accelerates Collections with TopsPay
“The ability to set up new contracts to autodraft right from the start saves our staff so much time. TopsPay makes it easier and faster for our office to get paid.”
— Natalie English, Financial Coordinator, Roeder Orthodontics
How TopsPay Replaced Unpredictable Drafts with a Reliable Process That Gives Families and Staff Peace of Mind
For more than 32 years, Roeder Orthodontics has served families in Asheville, North Carolina with consistent, relationship-driven care through its 10-person team.
Financial Coordinator Natalie English has worked alongside Dr. Jeffrey Roeder for 23 of those years, overseeing the practice’s payment operations and supporting the daily flow of the office. Her experience shows how TopsPay transformed a once unpredictable process into a reliable monthly routine.
The Challenge: Unpredictable Drafts and Lost Time for Families and Staff
Before TopsPay, Natalie’s team managed payments every way imaginable: in-person swipes, phone calls, mailed checks, portal payments, CareCredit, and Orthobanc autodrafts.
While the system covered the basics, it created a time-consuming, high-friction workflow. The strain showed most when:
- Families needed a draft date outside Orthobanc’s four-date limit
- Cards declined because HSA, HRA, or flex accounts froze unexpectedly
- Staff tracked down failed drafts and resolved them manually
- Refunds or adjustments required several extra steps
- Posting errors added more work during reconciliation
Some months, Natalie spent up to 10 hours on payment tasks, much of it tied to preventable draft failures and manual oversight that pulled focus from patient-facing work.
Over time, it became clear to Natalie and her team that the practice needed a payment system that could finally keep pace.
The Solution: It’s Easier for Patients to Pay and Faster for Your Practice to Get Paid
With TopsPay, the practice can finally handle payments with the consistency they’d been missing. The payment process that once demanded constant attention now fits naturally into their day. The team can now:
- Set up autopay at the start of treatment
- Update payment methods the moment families call
- Manage monthly drafts directly inside the patient chart
Families can also choose the draft date that aligns with their budget, reducing preventable declines and giving them a routine that feels easier to manage. For the staff, automatic posting has removed many of the small errors and time-consuming adjustments that used to weigh down the end of the month.
Natalie feels the difference every day:
“We love the ease of setting up autopay plans and the ease of changing card methods to draft info. Honestly, everything has been easy.”
The Results With TopsPay
After adopting TopsPay, Roeder Orthodontics saw clear improvements in daily efficiency, payment accuracy, and the experience families have each month.
Operational efficiency
- Fewer declines with flexible, family-selected draft dates
- Reduced posting errors through automatic settlement
- Faster reconciliation with fewer corrections
Staff workload
- As many as 10 hours a month regained from less manual work
- Fewer failed drafts to track and resolve
- Quicker setup of new contracts with autopay enabled immediately
Payment reliability
- More predictable monthly draft cycles
- Fewer interruptions in collections
- Clear visibility into accounts needing attention
Family experience
- Draft dates aligned with each family’s budget
- Fewer missed payments and follow-up calls
- A smoother monthly routine for responsible parties
Why Roeder Orthodontics Recommends TopsPay
For Natalie and the team at Roeder Orthodontics, TopsPay brings a level of everyday ease they hadn’t experienced before. It fits naturally into their workflow, cuts down on follow-up, and gives families a payment experience that feels more flexible and less stressful. With fewer issues to troubleshoot and a more predictable draft process, the team has time back to focus on patient care and conversations that matter.
Natalie sums up the impact in a way that reflects both the staff and the families they serve:
“TopsPay saves our staff so much time… it helps us every day of the month. Parents are grateful they are not having to remember to pay a bill each month.”
With TopsPay, Natalie and her team can support families in a way that feels easier for everyone.
FAQs
What problem did TopsPay help Roeder Orthodontics solve?
TopsPay helped the practice reduce failed drafts, manual payment follow-up, and time spent fixing posting and reconciliation issues.
How did TopsPay improve payment reliability for the practice?
It gave families more flexible draft date options and helped the team manage drafts more consistently inside the patient chart.
How did TopsPay save staff time?
It made it easier to set up autopay, update payment methods, and reduce manual work tied to failed drafts and corrections.
How did TopsPay improve the family payment experience?
Families could choose draft dates that fit their budgets, which made monthly payments easier to manage and reduced missed payments.
What results did Roeder Orthodontics see with TopsPay?
The practice regained staff time, reduced payment errors, improved collections consistency, and created a smoother process for both staff and families.
The entire patient journey in one place
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Explore TopsPay: The Easiest Way to Pay
TopsPay brings automatic, predictable payment workflows into your practice, from recurring drafts to preventing payment hiccups. Schedule a demo to see the difference it can make for your team.
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