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DO WE HAVE PATIENTS OR CUSTOMERS?

You have probably heard it in your clinic. Some people call them customers, some call them patients, and some call them guests. How do you describe the people who frequent your practice or business? It is an interesting debate, and I think worth some time, because they maybe should be treated differently depending on how we view them. Traditionally, customers pay vendors for a service or product and they are either satisfied or they are not. Patients on the other hand may be treated differently. They do not always get what they “order” and are not necessarily making the decision…

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Coding and Credentialing - Are You Doing It Right?

Are You Growing? As your business grows, so does the importance of contracting and credentialing. Imagine you are ready to expand to a second location or add a new line of business. You have devoted hours to developing the best business plan, secured the location, recruited providers, ordered equipment, and are ready to launch! But, are you ready to get paid for your services? Will You Be Paid? Are your providers credentialed in the appropriate plans for the new location? Are your contracts with payors reflecting the new location or line of business? Are you compliant with local, state and…

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Defining who you are?

One of the biggest challenges facing any business, and particularly a medical practice is to decide what you are and what you represent. What do you stand for? How do you distinguish yourself from the competition? What makes your practice unique and different? Deciding on your values and your purpose is an undertaking that is well worth your time and effort. It is not easy to do. It is not urgent and does not ring or arrive in your email. So if you do not make it happen, it will always get put on the back burner. If you take the time, and if you make it happen, you will find it is…

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Six Ways to Improve Patient Satisfaction in Your Medical Practice

My friend and mentor, Tony Robbins, teaches a concept called The Six Human Needs that, when implemented successfully, can make a big impact on your patient satisfaction scores. Understanding how these needs affect individuals can also help you improve your medical practice staff’s morale and interaction among teammates. What are the Six Human Needs? Certainty: All humans have a need for certainty — knowing you will have a roof over your head, food to eat, someone to love you, and job security. Uncertainty: Ironically while we all crave certainty, we also love variety or…

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The Importance of Having a Marketer in the Community

HealthCARE Express invests $30,000+/year on the salary of a community educator in each market. HealthCARE Express firmly believes that the best way to grow our patient volume and our occupational medicine client base is through positive word of mouth and educating the community about what we do. It is why we hire a community educator for each new market, instead of having one centralized person handling media buy for all markets and not being actively involved in our communities. Because over the years we have found that when we have a community educator out working hard every day in the…

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2016 - The Year of Great Success and Goal Setting

Happy New Year! I'd like to take a moment and share with you how to ensure your 2016 business goals are on par to take you to new heights this year. I am hoping by now you've already set your goals, but goals are not a "set it and forget it" type thing. They should be revised on an ongoing basis. So, even if you've already written your business goals for 2016, today's article will still help you. An Important Trick to Reaching Your Goals The trick to truly being able to look back at the end of 2016 and say you accomplished what you set out to accomplish in your medical practice is to take…

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Are You Rowing in the Same Direction?

There is a difference between a job description and what a person should be spending their time doing. A job description is a tool used for hiring and training so we know who to look for and what skill set they have or need to acquire to fill their position. But the real question is, what 3 to 4 things, if they get them right, make someone successful at their job? If you are an owner or leader in your company and people answer to you, do the following exercise. Write down the 3 or 4 most important things that the person or people answering to you should be doing with their time. If you were…

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In Your Practice, YOU are the Problem

Have you ever felt like you were out of control in your medical practice? You felt like: • … You no longer control how you get paid. • … You’re being told how to take care of patient. I start most of my Medical Practice Success Summits by asking what the number one problem in your practice is. I normally get all kinds of answers. Everything from employees, to cash, to competition. After a pause, I let attendees know that the number one problem in your business if you. Hard to believe, right? But you must understand this. If I replaced you with someone much smarter, experienced, and…

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Keys to Success in Life and Business

Do you have integrity? It sounds like an easy question with an easy answer, until you really stop to think about integrity. Most of the world lacks true integrity, but once you understand how to develop true integrity, you can stand out. Integrity comes from the Latin adjective, integer. In math, an integer is a whole number. Thus integrity means whole in consistency of actions, values, principles, expectations and even outcomes. Integrity means you are the same person behind closed doors as you are at work. Integrity means you are the same person around your church friends as you are around…

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Why Time Away Is Good For Your Practice

It never fails right? Just when you are about to embark on the trip of a lifetime... Something happens that causes you to question going. Hurdles disguised as crises started to appear. This isn't a new phenomenon. I have learned over the years that whenever I decide to take an extended vacation away from my businesses, two things will happen. First, right before leaving, something will appear that needs my direct attention. Second, when I return, there will be a butt load of things for me to do when I get back. Many of my friends who are also entrepreneurs use these two things as excuses for…

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