Great operational leaders don't just look at reports—they know which questions to ask and where to find the answers.
This playbook serves as your strategic guide, organizing essential performance questions across six operational pillars and directing you to the specific metrics and reports that help you diagnose problems, optimize performance, and drive continuous improvement.
Table of Contents:
- Best Practices
- Capacity & Utilization
- Scheduling & Attendance
- Clinical Operations & Service Delivery
- Authorization & Payer Management
- Revenue Cycle & Financial Performance
- Growth & Access to Care
Best Practices
Best practice assumptions to use the PowerBI reports most effectively:
- Client Accepted Hours is filled out in Boost for each client
- Client and Team Member availability are filled out in Boost
- Schedules are entered at least 1 week in advance
- Sessions are rendered daily
Click here to learn more about each of these best practices and how to set them up in Boost.
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Capacity & Utilization
"Are we using the resources we already have effectively?"
Maximizing your existing clinical capacity is critical to delivering timely care while maintaining healthy margins. This section helps you assess whether your BCBAs, clinicians, and operational resources are being deployed efficiently by identifying opportunities to reduce waitlists, balance caseloads, and optimize billable time before adding headcount.
- What is overall clinical utilization (%) by role (BT, BCBA, midlevel)?
- How many billable hours were delivered per Case Manager (e.g., BCBA caseload productivity)?
- How many billable vs. non-billable hours were delivered per clinician?
- How many open clinical hours exist this week/month?
- Which locations/regions are over- or under-capacity?
- How many clients does each BCBA have on their caseload?
- How many clients are on a waitlist, and for what services?
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Schedule & Attendance
"Where are we losing hours?"
Cancellations and no-shows directly erode your billable hours and impact client outcomes. This section helps you pinpoint patterns in schedule disruptions so you can distinguish between staffing gaps, client behavior trends, and operational bottlenecks that need attention.
- What is the cancellation rate by clinician?
- What is the cancellation rate by client?
- What is the cancellation rate by location?
- What percentage of cancellations are same day? What is the no-show rate?
- How many hours are lost due to staffing issues vs. family cancellations?
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Clinical Operations & Service Delivery
"Are services being delivered as authorized and planned?"
Ensuring services are delivered as authorized is essential for compliance, quality care, and maximizing reimbursement. This section helps you track whether your team is meeting supervision requirements, scheduling authorized hours appropriately, and identifying clients who may need plan adjustments to stay on track.
- What percentage of authorized hours are actually delivered?
- Which clients are underutilizing or overutilizing authorization?
- Are RBT supervision requirements being met consistently?
- What percentage of authorized hours are/were scheduled?
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Authorization & Payer Management
"Are we at risk of losing revenue or services?"
Proactive authorization management prevents service interruptions and protects your revenue stream. This section helps you monitor expiring authorizations, identify services at risk of non-reimbursement, and track how quickly you're moving clients from assessment to approved treatment.
- Which authorizations are expiring in the next 30/60/90 days?
- How many services are being delivered without approved authorization?
- What is the average time to obtain initial assessment authorizations?
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Revenue Cycle & Financial Performance
"Are we getting paid for the work we are doing?"
Understanding your revenue pipeline is crucial for cash flow planning and identifying payment delays. This section helps you forecast expected revenue, track claims release timing, and ensure you're capturing reimbursement for all billable services delivered.
- How much revenue can we expect to receive for services provided last week/month?
- How much revenue can we expect to receive for services to be provided next week/month?
- When were claims released?
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Growth & Access to Care
"Can we serve more clients - and should we?"
Sustainable growth requires balancing client demand with your capacity to deliver quality services. This section helps you identify where you have untapped capacity, where demand is going unmet, and how efficiently you're converting new intakes into active treatment.
- How fast are intakes converting to first direct therapy session?
- Which regions have unmet demand?
- Which regions have available BT hours?
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