Akoya: from two founders to a 130-person team

From Vision to Reality

In late 2023, Akoya Behavioral Health was founded in Metro Detroit by Yitz Miller and Ian Santus, they wanted to scale quickly while maintaining high-quality care for families. Like many new providers, Akoya faced challenges in building scalable intake systems, managing billing complexities, and preparing for sustainable growth.

To understand how they approached this journey, we sat down with Ian Santus, M.S., BCBA, LBA, COBA, Chief Operating Officer and Co-Founder of Akoya Behavioral Health, to discuss Akoya’s growth story, operational improvements, and their partnership with Lumary.

Building a Scalable Foundation

From the very beginning, Akoya knew that sustainable growth would only be possible if they had strong systems in place. Rather than waiting until the cracks appeared, they made the decision to invest in Lumary’s Salesforce-based platform as the operational backbone of the organization.

This forward-thinking approach gave Akoya the ability to design processes that would grow with them. Intake was streamlined into a single, consolidated flow, replacing the fragmented spreadsheets and manual handoffs that so often slow down new providers. Telephony integration and webforms captured inquiries directly into the system, reducing errors and eliminating double entry. Automated onboarding made it easier to get new clients up and running quickly, while also ensuring compliance steps were never missed. For Ian, this shift immediately changed the way the team worked together:

“We always worried about where the source of truth was. Who had the facts? Who knew the most recent information? With Lumary as our CRM not only do we know we have the latest information, but we also can report on it, analyze it, and make quick decisions.” - Ian Santus

By addressing these challenges early, Akoya avoided many of the operational growing pains that ABA providers face. Instead of building on a patchwork of temporary fixes, they created a scalable foundation that could support hundreds of families, dozens of clinicians, and future expansion into new regions.

Streamlined Operations

Operational efficiency was one of the first areas where Lumary made a visible difference for Akoya. In the early days, the team often spent time chasing down information across multiple systems and communication channels. Staff weren’t always sure who had the latest update on a client or where to look for accurate data. This created delays and sometimes frustration when trying to make quick decisions about client care or scheduling.

By consolidating intake, telephony, and onboarding workflows into Lumary, Akoya created a single source of truth for their operations. Information became instantly accessible and reliable, allowing teams across departments to stay aligned. Leadership could track progress in real-time, while frontline staff had the tools they needed to work more effectively.

“Our workflow smoothed out, our team was more informed, and as a result, we were able to help support more families in a more scalable CRM.” - Ian Santus

Transforming Revenue Management

For many providers, revenue cycle management can make or break growth. At Akoya, billing and collections became another turning point. Before Lumary, the team had visibility into claims and payments, but the burden of managing corrections and learning RCM processes internally slowed them down.

By moving RCM services to Lumary, Akoya not only reduced the day-to-day administrative load but also gained confidence in navigating complex payer requirements. The biggest hurdle? Michigan Medicaid. Known for its county-level rules and intricate compliance needs, it had previously been a major barrier.

“We struggled to manage the complexities of billing, which is why we switched to Lumary. From the start, they showed confidence in navigating and managing Medicaid billing as a true partner. Without a doubt, they delivered on that promise, and in a remarkably short period of time.” – Ian Santus

With Lumary’s RCM team, Akoya gained faster reimbursement cycles, automated patient responsibility statements, and transparency into collections. This gave leadership greater control over cash flow and the ability to focus energy where it mattered most: expanding access to ABA services for children and families.

Data & Decision-Making

For Ian, the ability to base decisions on reliable data has been one of the most transformative aspects of Lumary. As a clinician and business leader, he relies on accurate information to guide strategy, whether it’s staffing, financial forecasting, or compliance monitoring. Before Lumary, reporting often meant piecing together spreadsheets or relying on partial views of the business.

With Lumary’s dashboards and analytics, Akoya can now view performance across every part of the organization. Leadership gains visibility into utilization, revenue, and compliance metrics, while the team on the ground can use data to adjust day-to-day operations. Importantly, integration with HiRasmus ensures that clinical insights connect seamlessly with operational and financial reporting, giving Akoya a complete picture of their business.

“Reporting and dashboards have always been my favorite feature. On top of that, I absolutely loved using Hi Rasmus as a clinical data platform. The integration with Lumary was the icing on the cake, it gave us a powerful core for our entire software suite.” – Ian Santus

More Than a Vendor

For Ian, the real difference hasn’t just been technology, it’s been people. Lumary’s team became a trusted partner truly invested in Akoya’s success. From RCM experts to technical support, every interaction reinforced the sense of partnership rather than a transactional vendor relationship.

“Lumary has some genuinely amazing, talented, and intelligent people on their team and they make it a joy to work together. I can ask any question and I know someone there not only knows the answer, but they are ready and willing to jump in.” - Ian Santus

That accessibility and expertise allowed Akoya’s leadership to move quickly and confidently, knowing they had a team standing behind them. Whether it was troubleshooting, compliance checks, or navigating Medicaid rules, Lumary provided not just answers but reassurance that growth could happen without sacrificing stability.

The Impact Ahead

Today, Akoya has transformed from two founders with a vision into a thriving 130-person team serving hundreds of families across Michigan. The growth metrics over the last 12 months speak volumes, 255% revenue increase, an increase of 286% in billable hours, and expansion into new regions, but the story is about more than numbers.

It’s about building a sustainable foundation. With Lumary, Akoya has consolidated intake, streamlined operations, and established reliable RCM processes that scale with them. It’s about trust, too: knowing that their technology partner will be there to adapt and guide as the organization evolves.

From Metro Detroit to West Michigan, Akoya is positioned for even greater reach. And as Ian reflects, their mission remains clear: to reach more families and support more kids, with Lumary as a partner in making it possible.