Upcoming Medicare and Reimbursement Changes: To Survive and Thrive – You Need to Study and Train

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.”  Alvin Toffler

 

I don’t see this discussed much – at least not enough.

It’s called: STUDY.  Study is similar to training, which includes practice, and both require real personal effort and engagement to be effective.

You may want to study more but just don’t feel like you have the time to do so.  It does take time away from other activities. It can be confusing, tedious, and even seem belittling – sitting down and grinding over information, trying to figure out how something works. Practicing and roll playing can seem even worse.

But the return on your investment is worth it.   And nowadays, you have to constantly study just to stay up to date, let alone get ahead.    For example, for those of you in the insurance departments – patient accounts – you have probably had to learn many new things lately. You may have had to upgrade your computer programs for electronic health records. You have had to learn about “meaningful use” and other new terms.

But wait, there’s more!
INSURANCE
I checked in with our resident billing expert, Mr. Dave Michel, and he informs me you have the following headed your way:
  • June: new CMS 1500 claim form
  • July: PQRS implementation
  • Sept 7: WPS to NGS (Medicare administrator change in several Midwest states.)
  • Oct: new ICD 10
  • January major provisions of the PPACA and required EFT and ERA

For those of you in charge of patient reimbursement, you will have to learn about these new programs, train and then get them correctly implemented.  You have many resources from which to learn, including: association seminars and webinars, the CMS website, Chirocode.com, NGS web site for those of you in the Midwest, the PM&A Members website and Facebook page.  There are other resources as well, but the point is that you will have to study, learn, and work it out and get it implemented.

FRONT DESK AND OTHER CLINIC DEPARTMENTS
This also applies to every other job in your office. Each team member should be able to write a book about their department and job within five years and be capable of presenting a full day seminar on what they do to other chiropractic staff.

The front desk should be experts in customer service, sales for scheduling, and excellent in many other skills.  Therapy and rehab staff should know the physiological affect their machines and protocols produce for their patients. They too need to be exceptional at patient education, customer service, and as compassionate as the patient’s mother.

YOU ARE PROFESSIONALS
These are high standards, but you are professionals. You don’t work on an assembly line at the Ford plant. We now live in a networked economy. We have long since passed the Industrial Age, even though most of our management techniques still seem tied back to when “Father Knows Best.”

There is no getting around it, this is a new age. Alvin Toffler, quoted above, wrote about post the Industrial age for business in his book, The Third Wave. The second wave was the Industrial Age – and the third was and is the Information Age.

It is 2013 and your patients are smarter than patients have ever been and expect more.  They know about you before they call you and report on you after they see you so the whole world knows how you treated them.

You have to be better.  You have to study, learn, train.  In a tough economy, patients will go to the best and  bypass the rest. You have to be the best.

A NOTE TO DOCTORS
This apples to you doubly. Beyond the continuing education credits, I suggest you consider challenging yourself to constantly work on improving any and every aspect of your clinical craft like a true artisan. Like a scientist. And like a philosopher.

But you are also a CEO, which includes an entirely different set of skills. As the owner and manager of your business, you need to perfect your skills as a leader, manager, and marketer.  This is so horribly omitted (or perverted) in many programs as to be either laughable or criminal.   Once you do learn these subjects, you can delegate most of them and we can show you how, but you need to learn them nevertheless.

ONE HOUR PER WEEK
Stephen Covey talks about how you have to “sharpen the saw.”  You can cut a tree much faster if the saw is sharp and that sharpening is called training and study.  According to the American Society for Training and Development, since 1991, annual training budgets in the U.S. have grown from $43.2 billion in 1991 to $156 billion in 2011. Obviously, business sees an ever increasing need for training.

Encourage your team to take at least one hour each week to study some aspect relating to their job.   Encourage them to attend seminars and webinars and tele-classes, and have them give a presentation for the entire team at the next team meeting about what they learned.  You can give them a bonus if they give a book report about a book they read in the Lending Library.

YOUR PATIENTS
Lastly, this also applies to your patients. One of the primary functions of your office should be the training and education of your patients.  They need to take responsibility for their own health and in order to do this – they need to know what you know.  Regular care classes, a “lending library” and of course, warm “table talk” by doctor and staff help.

***SPECIAL TEAM TRAINING TELECLASS WITH PHYLLIS FRASE AND DANA PITTNER TUESDAY, MAY 21, 

12:30pm – 1:30pm CDT – “Dialogues and Dilemmas

Take time this Tuesday to listen to these dynamic ladies discuss solutions to the 10 most common conversations staff often gets stuck on with patients.

Learn how your staff can share and educate your patients on the chiropractic lifestyle.  What you can say at the front desk, in therapy, financials, etc.

There is no charge for this teleclass. For active PM&A members, you will find it on you Members site in a few days just in case you missed it.

JUST RELEASED: New Chiropractic Music Video – “Munson Style”

Just released: A new professionally recorded music video by Dr. Cindy Munson, a chiropractor in Plymouth, Wisconsin.   It features her staff, family, and some of her patients.

The more times you watch it the more little clever trivia you can find. The scenes were well thought out.

What is remarkable about this office, which is actually demonstrated by this video, is the exceptional leadership provided by Dr. Munson.  With her great staff, she has created a true chiropractic “Dream Team” – a group of professionals working together for the betterment of their patients and their community.

Feel free to let Dr. Cindy know how you liked the video or any thoughts or questions you may have.

We are proud to say that we have worked with Dr. Cindy and her team for many years.

www.drcindymunson.com

Monthly Goal Setting for the Chiropractic Team

Chiropractic Team Goal Setting

At the beginning of each month you want to see that your team sets new TEAM GOALS.  You can also set individual goals privately at a different time, but TEAM goals are most immediate and important.

Each goal setting session always begins with a REVIEW of the past month. This gives the opportunity for the group (or individual in individual goal setting) to explain how they did and how they did it. And it gives you the opportunity to listen and then give some feedback. The feedback could be praise, or otherwise.

After the review, set the goals.   Group goals should be simple, usually just Office Visits and New Patients, though Collections can also be included. IMPORTANT: Let the group set the goals. You should negotiate the goals, but it has to be theirs.  Once these goals are set, ask the group (or individual) how they/we plan to achieve these goals? Get at least 3 action steps.

The last goal should include a “greater purpose” goal or two. This could be a party at your house next Thursday night, Betty, the Front Desk Coordinator will give a book report on one of the books in the Lending Library at next month’s Team Goal Setting meeting, and a check to see who is going to volunteer for working at the food bank next Saturday evening.

Why? You should also spend some time discussing why you have these goals. This takes you back to your MISSION.  Numbers for numbers sake is a soulless and goalless pursuit.

 In sum:

  1. Review last month’s numbers. Were they up or down from the prior month?  Ask.
  2. Then, ask why? Get the team to figure it out. Let it be a brainstorming session if possible.
  3. Let them tell you and you listen and question as needed.
  4. Acknowledge. Praise or show disapproval, as appropriate.
  5. Then ask for action steps to achieve goals.
  6. Then, get a few “greater purpose” goals.
  7. Then, continue with the rest of the staff meeting, such as announcing upcoming events, miscellaneous, etc. Include some discussion about WHY these goals are important.
  8. Do the same for individual team member’s right after the Team Goal Setting, or soon after.

 For more information on how this procedure is done, refer to the webinar called the Fast Flow CEO.

Chiropractic Practice Management, Marketing, and Leadership Recorded Training Webinars

This is a list of our practice development recorded webinars.

Each is a recording of a slide show driven lecture, each filled with an abundance of practice information derived from in the field work – and plenty of slides!

Currently, you have to be active on a PM&A program. By this summer, these will be available on and individual basis for a small fee.

 Chiropractic CEO Webinars

 Creating your Dream Team Summary and VideoA virtual “live” interview with the doctor and staff of a true chiropractic dream team. Find out what they do to achieve high numbers, profit, and fun.

 The Fast Flow Practice CEO  -55 minutes webinar video and summary.
One of the biggest challenges in running and growing your business is the time it takes you away from seeing patients and from your family.  We have solved this with what we call the Fast Flow Practice CEO System.   A new system derived from old principles.
Management by the Numbers: 44 minutes – Summary and Video
Management is a subject that has techniques to help you go from where you are to where you want to be.  Management By the Numbers (MBN)  can be faster and more accurate than other forms of management, and help build staff morale and make it more self directed.

Capacity Constraints : 33 minutes – Summary and Video
Do you work hard but you just don’t get as far as you should? The reason may be that you are running into unseen bottlenecks that are choking off your production and suffocating your growth. This is the subject of Capacity Constraints.

How to Be an Effective Practice CEO  Video
If you are struggling with the ups and downs of a stressful practice, or have finally “settled” into a comfort zone producing much lower than you know you are capable of, this program is for you.

~~

Chiropractic Office Manager Webinars

 Chiropractic Manager Webinar – Roles and Goals  Summary, Video and Study Guide
What Are The Key Roles In Your Office? A hidden barrier in many offices has to do with confusing roles and job duties. Clear these up and see how much smoother patients and paper flow, and happier the team becomes.  Small office or big health business, clarify these 8 roles and the numbers will go up.
 

Chiropractic Manager WebinarJob and Performance Reviews    Video
Employee reviews are often neglected, or are dreaded by employee and doctor. This webinar covers the basic steps to make them effective and positive for both doctor and employee.  Approx 37 minutes.

Chiropractic Manager Webinar – Motivating Your StaffVideo  Ms. Phyllis Frase shares 5 secrets to keeping yourself and your staff motivated.

 Chiropractic Manager WebinarTeam Meetings   Summary, Video and Study Guide. This is an overview of 8 essential actions to help you improve your meetings and make them faster, more fun, and more effective. Plus, different types of short meetings that your team can grow.

 Chiropractic Manager Webinar –  The Office Manager Job Description  Summary, Video and Study Guide. This class covers 17 essential duties of the office manager. Both the doctor and the office manager should watch and discuss these duties.
 

Chiropractic Manager Webinar-  How to Best to Train Your Staff  Summary, Video and Study Guide This webinar covers eight tips  to improve the performance of your team.  Training plays a big part in team building.
 

Chiropractic Manager WebinarHow to Hire the Right Team Member   Summary, Video and Study Guide.
This webinar  covers eight priniciples for hiring the right team member from knowing when to hire, who to hire and how to hire.
 

Office Manager Webinar – It’s All About the Patient, the Doctor and the MISSION [Summary, Video and Study Guide]
There are procedures to help the patients and procedures that help the doctor help the patient and then there is Everything Else.  Tips on how to deal with Everything Else. (30 minutes)

Office Manager Webinar- Part IITips and Tricks to make the office more efficient[Summary, Video]
Part II reveals tips and tricks of what an office manager can actually do in the office on a day to day basis to make things run smoother and  significantly improve the volume and quality of services. (55 minutes)

 Office Manager Webinar- Part I – Fundamentals of Practice Management [Summary, Video]
Part I covers the fundamentals of Practice Management (55 minutes)

 

Chiropractic Marketing Webinars

Innate Marketing  (55 minutes) – Webinar plus Summary.
There are stories that float around every now and then about how some offices can simply “think”  “New Patients” and they come in.
Are these stories an urban legend? A myth, or a fact? Can staff or doctors “concept” new patients in the door. Is this true? If so, how can you do this?  10 steps to help you generate more patient visits through “concepting.”

Chiropractic Special Promotions  (55 minutes) – Webinar plus Summary.
This webinar covers different promotions by month. You will learn 2-4 different practical promotions for each month of the year. More importantly, you will learn how to organize them so that they are time effective and productive.

Patient RetentionSummary and Video
If you understand the underlying basics of patient retention your appointment book should always be full.  Covered in this webinar is: Patient retention should be based on Principles – not gimmicks. Where are we you taking your patients? Why they quit?  The cost of not getting them there.

 Chiropractic Patient EducationSummary and Video (45 min)
We go over 7 basic strategies that cover the entire horizon of patient education and explain why it is so necessary to educate your patients if you want them to be healthier.

 Infomercials.Summary and Video .
Whatever happened to Infomercials? They’re still around and they still work. And you can do them very inexpensively. You just need to know how. This webinar will give you practical examples and include forms for you to use in producing your own amateur and informational marketing that can help you create more new patients and keep the ones you have.

 Internet Marketing and Social Media. – Summary and Video . This webinar covers some fundamentals regarding social media, Facebook, and general Internet marketing. (35 minutes) (not yet posted)

 The Art of Spinal Screenings.Summary and Video . Spinal Screenings – The Queen of External Marketing.  Everyone has done at least a few  spinal screenings. You have probably had some success with them. But how much better could you do if you knew the fundamentals of this time tested external marketing activity?  This is a three part series on spinal screenings. This session we will review the most fundamental principles of screenings. Get these, and all else will follow.(45 minutes)

 Scheduling Screenings and other External Events Summary and Video .  How to Schedule External Events And Create External Referral Sources.  Types of events, Outcomes, Purpose. How to plan the events and get them scheduled.(30 minutes)

Marketing Tips: Earth Day, Spring Promotions, and other TipsSummary and Video This webinar covers: Powerful internal marketing script, Report of findings referral procedure,  upcoming spring promotions, with special attention to utilizing Earth Day as an opportunity to promote your services.

Short Overview of Chiropractic Marketing Management with Some Marketing Tips Summary and Video   This is a short version of marketing management and some tips for the upcoming months. What are the three levels of marketing?  What part does communication have in your marketing?  How to engage your patients in your marketing efforts.  Upcoming special promotions. (30 minutes)

Marketing Management, Part I and Part II – This is the longer version of how to manage your marketing, and why.

Chiropractic Marketing Management – Session ISummary and Video The Why, What and How of Marketing. Getting your Marketing off the Ground. (55 minutes)

Chiropractic Marketing Management – Session IISummary and Video  Specific Marketing Manager Duties – Your Job Description.  General Overview of the Most Effective Marketing Procedures in Each of the 11 Marketing Categories (55 minutes)

 

There is nothing like a dream…

Print

What will the New Year bring – for you, your family, and your business?

No one can know for sure.  But we do know this much – either you create it or someone will create it for you.

Your dreams count. They count more than anyone may have let you to believe.

All things are created twice. First you dream your dream, then you build it.

We’d like to help you build your dreams in 2013.  There is no getting around it – we are all in this together.

And, by the way, we want to thank you for your efforts in making this world a better place. We know how hard you work and the sacrifices you sometimes have to make. We also know that you aren’t always recognized for the good you do.

We know that the world will be a better place in 2013 because of your dreams and efforts.

So, here comes 2013. Let’s get busy – it will be a blast!

A Real Chiropractic Dream Team

How does a doctor get nominated by her community as Woman of the Year?

Eight years later, how does she get selected by her peers as Chiropractor of the Year for her state?

And then… a couple of years later, how does her office get selected by its town as Small Business of the Year?

How does this doctor raise children, be a loving spouse, sell a house, build a new one, take vacations, be involved in her community, yet see a high volume of patients? And all the while having a happy and stress free office. Oh, and also be quite prosperous?

How does she do it?

Is she a Super-High-Energy- Doctor and Outspoken Leader? Naw, not really.

Killer marketing, right? Nope. Good marketing, but, not the way most seminars teach it.

Good clinical services? Definitely. Excellent clinical care – but that still isn’t the key.

And there is a key. You can learn it and you can have it.

And if you use it, you too can achieve this too – but first you have to shed old beliefs of practice management, many of which are still taught. In fact, conventional management procedures are so backward in many cases that they don’t belong back in the 20th Century, but back in the 19th.

You may be unknowingly operating your business much like medical doctors did and do, or using a industrial model or even a feudal model of management. I have even seen some doctors use a military model for managing their office! Sir, yes Sir!

All of these models have had their time and place, but not in the here and now. And definitely NOT in 2013.

As an end of year, Christmas (and Holiday) gift, and one that can set the stage for your New Year, we are offering a free webinar this Thursday at 12:30 Central Time.

Meet the doctor, and her team for a lively interview and how they do it.

They are a truly a Dream Team. Not perfect – just working on it and having fun doing so.

I could tell you more about it now… and I want to. You can piece together some tips on how they do it from our blog, particularly the information about 3 Goals. But I don’t want to give away too much before the webinar.

Afterwards, definitely. But I really want you to hear it live – from the doctor and her amazing team.

Hope to see you there.

Best regards,

Ed

Webinar Thursday, December 13th, 12:30 Central

  More Info and Registration

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How To Make Your Dream Team

“Doctored”– The Movie Shown at October EPOC

I just had the privilege of viewing the new movie, “DOCTORED” in Lake Geneva, WI with the EPOC (Epicenter of Chiropractic) group.
I am sure you have heard of it by now, originally called “Medical Inc.” I know some of you have even seen it. It was great and I would definitely give it a thumbs up. I am not going to review it here except to say that for those of you who have been around for a while, most of the information was not new. It exposed corporation’s greedy control of medicine, pharmaceuticals, food, and the government in an attempt to eliminate competition, including chiropractic, organic food, and other alternative natural health care methods.

It was professionally done and all in all, a good movie – definitely historic as far as chiropractic goes.

But the move is not for us. It is for all the people in your community who are not under care. For them I think it will be excellent.

I also had the privilege of talking to one of the executive producers of the movie (turns out we’ve known him for years!), Dr. Paul Riegleman, and one of the doctors who stared in it, Dr. Tony Ebel.

In the next couple of days, I will send you some suggestions for a marketing plan with input from myself and other doctors, including the doctor who starred in the movie, Dr. Tony Ebel.

So stay tuned. Properly marketed, this movie can be a big boost for your patient volume and create outstanding good will in your community. And maybe just a little bit of controversy. 😉

Are you ready? Good. Stay tuned…

Why You Shouldn’t Have Promotions

As a chiropractor, there are many reasons why you shouldn’t have practice promotions.

Hundreds.  You can come up with 10 right now. Your staff could think of more. So could your family!

Most of them would have something to do with not enough time to do them, or too much of a hassle, or it might cost too much. Then, there is also:  not sure if they would work, or what do we do and how do we do it?  Maybe you are really too frightened, embarrassed, or burned out to promote.

Now, you could say:  “Hey, I already have more patients than I can see.”

Yes, maybe you could.  But then you would have to ask yourself: “is everyone in my town getting proper chiropractic and natural health care?” “Is anyone in my neighborhood receiving unnecessary drugs, surgery?”

On the other hand there are only a few reasons you would want to have practice promotions. These would include:

  • Help more people
  • Fill up your office
  • Make more money
  • Make your services and those of chiropractic more popular

In terms of traffic lights, promotions are GREEN.

 In your office, what light is flashing? Yellow, red, or green?

Green means GO! Promotion = pro + motion. The word comes from “forward motion.”

Ultimately, there are three basic reasons for not promoting:

3. Not knowing what or how
2. Lacking the motivation
1. Lacking the organization

In our upcoming webinar, we cover the what and the how and the why to get your promotions going, fill up your office, increase your revenue, and make your services more popular.

Hope to see you there.

Best regards,

Ed