If you’ve ever stayed late reconciling numbers, double-checking refunds, and sorting through payment records, you know how much it drains both you and your team.
For two veterinary hospitals, that end-of-day scramble was business as usual… until they began running payments directly through their EMR with Instinct Payments. Here’s what life looked like before they made the switch—and why those old payment systems were holding them back.
The Problem: When Payments Don’t Play Nice
In New York, Schwarzman Animal Medical Center struggled with batch-out timing and payment method limits.
“If the batch-out happened mid-day, it split the transactions across two days,” Patricia Vasquez, client services manager, explained. “That made reconciliation a challenge.”
For EVE Pet Hospital in Mesa, Arizona, manual refunds, clunky terminals, and too many steps slowed the team down.
“It was time-consuming to process refunds,” said Elana Gulla, hospital manager. “We had to re-enter the card information, and it just felt like unnecessary extra work.”
For these two hospitals, the payment process was a constant drain on time, energy, and employee morale. But the fix was simple: one connected system that made payments part of the care process.
That’s where we come in.
One Connected System for Payments & Care
Instinct Payments is a fully embedded payment processing system built right into Instinct EMR. Every transaction happens alongside your medical records, treatment sheets, and billing in one connected workflow.
So instead of juggling multiple systems, your team can process payments seamlessly within the same platform—which means spending less time on clicks and corrections and more time caring for your patients.
The Switch: Fast, Simple, & Seamless
Getting started with Instincts Payments was easier than they expected. From paperwork to the first payment, each team was up and running in just over a week. No long, drawn-out rollout or complex tech overhaul needed.
At Schwarzman AMC, 16 new terminals went live across four busy floors with barely a blip in the schedule. Clear communication and careful coordination meant no missed appointments, no delayed checkouts, and no staff scrambling to adapt mid-shift.
Patricia Vasquez, client services manager, said, “Communication was seamless, even with all our moving parts.”
Life After Instinct Payments
Once payments were woven into the EMR workflow, everything changed. Real-time reconciliation shaved hours off end-of-day closes, cardless refunds took seconds, and disputes were handled directly by Instinct—eliminating awkward client calls and reclaiming valuable admin time.
Admits and discharges also moved faster with mobile-friendly payment links. Batch-outs happened on the hospital’s schedule, not the processor’s. And instead of juggling multiple portals, teams could reconcile everything inside Instinct with one support team for both EMR and payments.
“Using Instinct Payments is like breathing—you just do it,” Patricia Vasquez said.
From Frustration to Flow
Here’s a side-by-side look at the difference Instinct Payments made for these hospitals:
| 😣 Before Instinct Payments | 😌 After Instinct Payments |
| Switching between portals to confirm transactions or issue refunds | Enter payment once and see it instantly posted to the client’s account |
| Batch-outs on someone else’s schedule, splitting transactions across days | Auto-reconciliation that closes the books in minutes |
| Terminal glitches or payment method limits | Reliable, EMR-integrated terminals with full payment options |
| Manual card entry for refunds, risking errors | One-click, cardless refunds with no manual entry required |
| Reconciling payments from multiple systems | One system and one support team for EMR and payments |
Not only did that shift make payments smoother, but it also created immediate wins that the teams could feel and celebrate in their day-to-day work.
Quick Wins, Big Impact
Here are just a few of the ways Instinct Payments made life easier for these hospitals:
🏆 Staff stress dropped, and client satisfaction improved
🏆 EVE processed refunds in a flash (yay for happier clients and no write-offs!)
🏆 AMC enjoyed 24/7 reliability with no “batch-out blackouts” disrupting payments
🏆 Fewer payment headaches
With Instinct Payments, these teams could spend less time chasing transactions and more time with patients.
Thinking About It?
For these hospitals, Instinct Payments turned daily payment frustrations into a seamless, set-and-forget process—true payment cruise control. In just 30 days, you could see the same: payments that flow without effort, a team focused on care, and no more end-of-day scramble.
We’ll match your current rates, ship the gear, train your team, and let the results speak for themselves.
Ready to reclaim your day? It’s easy. Just email [email protected] and breathe easier by next month.
Thank you to Elana Gulla and the team at EVE Pet Hospital, as well as Patricia Vasquez and the Schwarzman Animal Medical Center team for sharing their experiences with us!
