IndeFree Hawaii 2010.doc

7/27/2019 IndeFree Hawaii 2010.doc

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IndeFree Hawaii 2010

Patients fit a different mold in today'sworld

Do you have the ability to create a

program?

Stages, prices, excitement

Recovery audit contractors are private

businesses

The government is putting a bounty onour heads

Now it's 50 cents on the dollar

It's the government's attempt to take

money back to continue Medicare

It's cloaking fraud to get money back for

Medicare


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They're going after anybody

TAG Therapist Advocacy Group

How do you do your documentation now

so your safe

Simple procedures to put policies in place

PTs are the weakest group in the medical

professional associations

Nkinzi from St. Thomas Virgin Islands

Kimber Glick

Ergonomist

Loves to kayak

Grant from Oahu

Outpatient ortho


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Katie PT from hawaii

EOL end of life situation

Everything is the way you package it

Package it well

People are going to do it

What's working is getting your program

out to consumers

Who physicians listen to are theirpatients

The channel to go through is the

consumer

Sean daly from s. Carolina

Likes running, golf, cycling


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Angel from Seattle

Share 4 years of learning in days

It's a vision that you need

Life happens

You're going to forget things

We learn best face to face

We learn best by interacting

Just implement one thing

Carry it out 100%

You'll get your money back byimplementing one thing

Pick only one or two things to implement


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We're stubborn, anal, meticulous

We all share the same qualities as

doctors, dentists, and nurses

We're the most generous, giving,

humanitarian

What do you have to do to beateverybody else?

To win the superbowl?

What do you practice?

Why are you looking for their

weaknesses?

To exploit them

This is how you win


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Do you think insurance companies know

your weaknesses are?

They what's probably going to happen tothose few claims they deny

They know your floor has many holes

People who go in business suck inbusiness

If they confuse you a little bit they suck

up the money that falls through thecracks

#1 way of making the money that fell

through your cracks

Lot of steps in getting paid

Need to have a good business in order to

get paid


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Make money screwing you because your

bad at business

Terminally ill people will not sue becausethey don't have money or the wherewithal to get an attorney

The government says it's ok to let people

die in the name of profit

You have to let people to die to be a

super power

How do you fight these monsters?

Angel from Seattle

What I did that lead to failure

Sharing with you what I learned from myfailure

I did the opposite of what lead to failure


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Some of the things that were opposite

was so crazy

Some of the things you think you need todo to be successful you would neverthink of doing it

Success is such a secret

These introductions are part of this class

What you do in the beginning is not the

same as at the end

Winning the lottery, it can destroy you

Getting too much too fast, you won't

apply anything

If I dislike you, this class won't be verygood

There's a reason why you're excited for

three weeks after the course


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Do one thing

Veer off so you can start going up higher

You have to veer in order to get it

You can't think the same things and think

that its somehow going to magically

change

Thinking new thoughts produce different

results

Looking back the reason why my second

practice became successful was #1,because I said I was going to do theopposite of what I did before

I could be wrong

I thought I was right about my life

Can't live by principle


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Accept the fact that I could be wrong

I'm going to be a river and not a rock

That decision to be like a river

Not to be so steadfast and strong

Their spouses love them

They can sleep at night

We all think alike

The way people on this path think

This what will change your life

Thinking which leads to the action of asuccessful person

I may be wrong


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When I think I'm so right I start thinking I

could be wrong

Most of the time I'm like a river

Most people have preferences, not

principles

Accept new ideas

Potentially adopt new ideas

Successful give up control

They don't try to control everything

We don't control anything but what we

say, think, and do

Unsuccessful people think they own theirmoney, when you don't

Act, treat, and spend it differently


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Unsuccessful people think they own

everything

Successful people know what a goal is

Have to know what is means in order to

achieve it

Unsuccessful people don't realize they'rewishfully think more

Goal: a dream with a deadline

I want a practice valued at a miliion

dollar in one year

I want to build a million dollar practice in

a year

Crazier things have happened than that

What else does a successful person think


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Successful people Expect that they're

going to be misunderstood

Make my dining an experience, I tip100%

Don't do the status quo

Successful people send messages all thetime

They don't wait for birthdays to send gifts

What does money mean to you

"Money is a unit of choice"

This is tough to adopt

Money is options

That you know how to make choices


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That you have no fear to make choices

If you do not make decisions without

fear, you will not be entrusted with more

If you make decisions without fear

If you know how to do it and you do it,

you will be entrusted with more

If you spend it differently you will be

entrusted with more

A dream is something you've never done

with a deadline

Now you are equipped to live a life of

fulfilling dreams

Successful people live a life fulfillingdreams

Who are you?


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This is the definition for you to be

successful in life

I don't know who you are

Who are you

Most don't know

Can't have success without it

"I am worthy"

I actually wanted my first business to fail

I didn't feel like I deserved to have it

My subconscious believed that you got to

suffer

You got to pay your dues

I hadn't suffered enough


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I haven't paid it yet

Sss subconscious self sabotage

It's a disease

Instead of doing the things I needed to

do

I found myself doing things that were

familiar

I would do things like cleaning

You cannot sabotage your own success

You are worthy

Not judged by past failure

Despite past failures who are you going

to be today


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You are the only one judging yourself

It took losing my practice to realize

something

I'm clean

I walked through fire

I paid my dues

I can enjoy success

You don't need to suffer

Hoping that you will succeed and be a

new you

How you respond despite your past sins

and mistakes

You were judging others by their worst

sins and mistakes


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When you change

You can say I am not that person

Treat others by who they are today

Once you treat others this way you begin

to realize your worthiness

Judge others by how they respond to

being confronted

You must tell employees how to respond

to their mistakes

They don't know what to do to respond to

a mistake

Apologize and do something she wouldn't

expect

A mistake equals an opportunity to make

the relationship better


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They love you more after the mistake

Nothing will cost you more than having

one wrong person in the wrong position

Some people are not ready for success

Those people you cannot have in your

organization

They are like a cancer

Breath of fresh air when they are gone

I fire people very easily and very quickly

Must become a decision maker to be

entrusted with more money

Does this make my business moresimple, focused, or automated

Then do it


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If not, don't do it

Your saying I want my life to be more

confusing and harder

That's SSS

Do whatever it takes to do it

The decisions you make are sending

messages

Even fools learn from their own mistakes

The wise learn from the mistake of others

That's me

I needed to do it myself

I believed it this way

I'm a pioneer


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Learn through the mistakes of others

Another form of indecision

When you say in your mind I'll wait and

see

Failure gives you opportunities to avoid it

Kept saying I'll wait and see rather than

jumping on these opportunities

I feared making decisions

I waited and see when there were no

other options available

I don't even let it seep in

After you make that decision you canwait

The reason why he doesn't know


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This is how unsuccessful people make

decisions, the make pros and cons

They become indecisive because prosand cons don't work

Where is it you want to be

Is that decision in line with where it isyou want to go

Most have never set a goal

They've never defined it

Can't reach a goal that's undefined

Where is it you want to be? Be clear

Define where it is you want to be

That is how you avoid indecision


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First define how are you're going to walk

away

What are you trying to build and how doyou walk away

Define it for me

Until you change your mind, you need adirection

If you don't define it

One day you'll be asking yourself how the

hell did I get here

Where is it you want to go?

Where is it you want to be?

How do I walk away?

You will start to notice financial gain


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Successful people do not allow sss to

overtake them

They thing they own everything

They think they deserve everything

Your parents did all the things that led to

you crappy job

Our parents believed you have to pay

you dues

They believed you must do what you

hate because that's part of success

You must do all those hard things in

order to be successful

A business will bring you independenceand freedom

Anything you don't like to do you got to

pay somebody else to do it


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I don't do what I don't like

Anything you don't want to do pay

somebody else

The things you can't pay someone else to

do

I don't do things for her that I don't wantto do

Learn how to get things done where

people can't steal

Not your employees job to bring in morebusiness

Your job is to make decisions in training

In making decisions to bring morebusiness in the door

You got to focus on bringing people

through the door


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Do what you can afford

Job is to make decisions knowing that

you don't control the outcome

Unsuccessful people get a big head

Successful people realize a decision is a

decision and I have no clue as to theresults

Successful people don't get a small head

or a big head

I'm very happy it happened this way

Successful people know they don't

control the outcome

That's why they don't have fear

When you go home and you check your

mail


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Look through that stack

It's a symptom of fear making that

decision

Throw it away

If you don't need it that moment throw it

away

She was swimming in SSS

If I spend time cleaning the house I'm

losing money

Her financial gaining abilities is worth

more than that

Another symptom of SSS

Spending time to save money

Spend money on convenience


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Spend money to have a better quality of

life

If you don't enjoy doing it ask what is itbringing in to me

I need to do it myself if I need to do it

right

You need to control that

This is something I need to control to be

successful

You are saying you control your successwhen you don't

Anytime it can be taken away

Let their kids be whoever they want to be

Realize I don't own them


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There is nothing in your business that is

directly related to success

Don't even be thinking about officesupplies

That's somebody else's job

Spend an hour thinking about a martialarts program

Create a program

I guarantee you the child is going to be

better, faster, stronger than before theirinjury

Don't think any amount of your time is

disposable

Becoming a mountain mover is to

become an achiever


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Have to become a mountain mover to

have the most successful practice

Until you do things, something new

You will never have something you never

had

Are you ready to do things you neverdone?

Are you ready to think thoughts you

never thought?

When, how much, where, why

First steps first

When do you want to see it finished

It can be a goal

It's not done yet


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Break it down into three's

#1 reason why a website never gets

done

It's not mapped out

Don't rely on someone else for growth

Can't be dependent on referral types

Can't be dependent on workman's comp

30% cut in medicare starting 2011

I don't like being dependent on any one

or two channels

Break it down into three broad categories

What 3 major steps do you have to

make?


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Done with our strategy and plans in 60

days

Go through the plan

Look at everything you're spending

through your business

I want to know everything

Even split that up into categories of fixed

or variable

This exercise will help you make money

Go through every expense item that you

don't get a return on, cross it out

There's an inherent value, keep it

Your mortgage does not bring a 3x return


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A bed that is too large is bad for

relationships

Look at what you have that is of value

List your interests

List your talents

List community needs

Find the one thing that overlaps in all

three areas

That's your first program

Just sell 4x month

Determine something that you can

package and offer

When you offer it, someone will buy it


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You can sell anything you want

You can package it

You can sell it

Have the option to break it up into

payments

Give people options in the way they pay

If they qualify for financial hardship

How do you collect the money

This is my program, $3,000 a month

Start with a $3,000 package

You're going to get one a month

It sounds easy


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You've just never done it

What are the features and benefits of it

What can the person expect

Who's the best type of people for this

program

Break each step down into three steps

Focus on one thing

Focus on your check list

All you have to do is take the first step

Don't focus on if you see it happening

Just do this and do that

If you do it will happen


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3rd thing to do with your mail: do it

Unsuccessful people will try to hold onto

that money and spend the next 3 monthsthinking about that bill

Stop thinking your going to get better by

waiting

A bill is a fire

Extinguish it as quickly as possible

Pay your bills as quickly as possible

Throw it away

File it away

Whatever it is just do it

Control your mail on a daily basis


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It will carry over into your business

You get to control your time

Most people feel like they don't have

time

Like something else controls them so

they can't control their time

The way you spend time is with people

How not to spend energy

Don't spend it worrying about how you

are going to pay the rent, or put food onthe table

If you don't have energy, assess what

you are worrying about

Release control of keeping that roof over

your head


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So be it if it gets taken away

Your energy should be spent on creating

ways to fulfill needs

Creating ways to fulfill needs

New innovations

Focus on needs and package some new

products or services

Napoleon Hill "Think and Grow Rich"

Spend your energy creating

How would you feel if I lost everything

She was so sincere

As long as I have you I'm good

She demonstrated it


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I want spend the rest of my life with this

person

Someone can come and take it all away

Your job is to be prepared to respond

with dignity and grace

Hey I'm suffering

Do you think they helped me?

How do you feel about that?

Do you know why it's cut throat?

There's value in securing a solution for

someone they love

Majority of people would benefit fromwhat we know


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I don't want to share my piece of pie with

you

I'm dead if you start taking my patients

Taste of what it's like to tap into the

other 96%

In less than a year and a half your goal isto close your doors and only takepatients referred by your existingpatients

Your greatest compliment is bringing in a

family member or friend on your nextvisit

Only do back door business

What are you doing to get them to bringanother patient in

Best patients are the one's brought in by

another one


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How many patients have been brought in

In the past 30 days

Tapping into that duplication

How do you harness that power of

duplication

First place I look in a suffering practice

The front desk

First sign of a suffering practice

Post its everywhere

#1 reason they leave

They hate the front desk

Today's a new day


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Front desk is responsible for getting

someone to bring in another patient

Second reason is financial ambiguity

You should have a website

The receptionist lied to me about needing

a script from the doc in order to beevaluated

That I have to have a physician's referral

Must have a medical diagnosis to initiate

treatment

You can treat if there is a medical

diagnosis

It's your duty to do the evaluation

She doesn't know


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She's never been trained

How to activate

Front desk will make or break your

practice

What to say

Different caller profiles

How do you get new business in the

door?

Website is the number one thing to

generate new business

Showing up in top 5 on google

Only viewed by 12% if you're on secondpage


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Google is where 54% of all searches are

done on the internet

Reasons why you should choose us

If you don't have it written

If you don't know why people should do

business with you

How do you become the first one on the

list

Be wary of companies that charge a

monthly fee

Secrets to attracting new patients

They have not decided what type of new

patient they want

Do you want to get more in network

patients?


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You want to diversify

That's the secret to getting new patients

You squeeze three times as hard to get

one third the juice

Your message has to be loud and clear

Do you have high deductible insurance?

We can help

We can discount that deductible if youhave financial hardship

Got to determine what channel you want

more

The message changes depending on whoyou want to attract

What kind do you thinks more


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Personal injury pays without discounting

Best paying third party

Cash system is critical

Did she give me any information to like

her

Your receptionist is doing the exact same

thing

Knowing what to do and say

Most receptionist don't say I lost him

Every day you are losing people but your

receptionist is not telling you

Personal injury is the best paying

Cash is the most convenient


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The best one is the HMO

Always sending patients out

HMO's don't stall

It takes time

Demonstrate you're going to be around.

The secret to business is getting people

to do business with you

You want to do business with people whoare brilliant

People don't like doing business with

people who say no

Always ask a question

Negotiate through a question


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The trained receptionist is the one who

gets patients in

How's your experience?

Patient loyalty is different than patient

satisfaction

What is a loyal patient

You don't want satisfied patients

The instant something better comes

along they jump ship

I will die for you, that's loyalty

The instant someone better looking

comes along, or connects with someone

better emotionally

They'll admire you until you blow it


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I'm here, I could care less about the

competition

What are you doing to earn that?

Over 70% in all relationship there is

cheating

We don't know how to cultivate loyalty

Can you love somebody and they cheat

on you?

All the time

How do you earn loyalty?

Worker's comp is a good channel

Have to send the message you havepayment plans available

How to get more Medicare patients


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It would be nice to have a services

brochure

Top 10 Reasons to Choose Us brochures

Medicare patients want educational

materials

They read them

Laser brochure is so popular

Laser is all cash

You have two options

Send a survey and ask MDs what kind of

free classes that they would like to makeavailable for their patient

Make a brochure for the class

Offer the class for them


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#1 class they want to see is a pre and

post op joint replacement class

Surgery is good

During outpatient they're not getting

what they need to

The quality of the surgeon is not beingpreserved

It's a good thing to be offering these

classes

Equip physicians with brochures

How much will it cost?

Last thing you want is an unexpected bill

later.

Do patients quickly pay the bill?


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They can't pay it

Most people don't have it

The invoice looks like

They think they have 4 or more boxes to

go

Will they come back to you if they owe

you money?

More likely to get sued if they owe you

money

It kills loyalty

Healthcare sucks because they have no

loyalty

An industry that doesn't have loyalty is

weak


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Be wary of facilities that don't make

services affordable

If you want more personal injury caseswho should you go to?

Start referring clients to lawyers

Contact industrial relations in your state

adjusters, docs, clinics

Don't ever treat without authorization

from worker's comp

Do a favor for them

They'll appreciate you

How do you get more cash payingpatients

Get the message out


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You have special programs for the

jobless, uninsured

I like something written

I don't like word of mouth

We like to make these available in our

lobby

Be wary of clinics who don't tell you why

you should come to them

Offer a program that specifically meets

their needs

Could triple business by turning to cash

programs

This involves advertising principles

Laser brochure makes 1 million in five

years


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Go to 830laser.com

Only recommend things that you use

Marketing kit in a box for laser

Can get screwed with HMO contracts

Stay as a fee for service alternate listwith hmo's

How to automate your practice through

your employees

Hospital outpatient is good money

Easier to run two facilities than to run

one

It's easier to run 2 or 3 clinics within 20minutes of each other


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How would you like to run your clinic

without headaches

Never make a decision on the spot

Should always walk away

They will come back

They play games

You can do private contracts

Contract with the miami ballet

Getting injured all the time

Can't afford the worker's comp payment

After every game they're injured

55$ treatments


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If they wanted to try this they had to pay

something for more

That's cheap

You super size

Private contractors are nice

It's good business

Some of the language in the worker

comp laws

You're not actually doing Pt

It falls under the auspices of wellness

Another private contract is good

Way of reducing or avoiding work comp

claims and still give patients what theyneed


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Ptpn

Pay them a lump sum and they will put

you on many contracts

Negotiations is not a tough thing

You should have said they are screwing

with me

Best way to convert people

Send letter of introduction

Get one exposure into their brain

Follow up with a phone call

Follow up with face to face visit

Where people are learning about you

Ease the pain brochure


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Total joint replacement class

Fax blasts

Find a local charitable organization for

abused and neglected kids

Or widowers, or prisoners

Develop a relationship

Start donating money

Give them a voucher for free treatment

Everyone loves you for doing something

nice for the community

Get a lot of people talking about you

When they do need you


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They think of your services when they

need you

830 laser is a no brainer way to get onthe news

Someone's already done the work of

establishing credibility

The fax they're checking 10 times a day

20 out of a thousand will ask you to stop

faxing

Should you stop faxing because of the20-30

I like it when you give me something

It takes the attention off of you

Mkt asst is the face of our clinic


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I was forced to do fax blasts

Faxing works because they check their

fax 10times a day

It's good to tap into the 4%

How do you get them talking

Ask them

I want you to know

If there's a class for upper extremity thatyou would like to see

What would you want to see

Repetitive stress

A class is worth $16,000 a month

What is valued most by patients?


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It's what consumers value

That's a commodity

Back then the commodity was listen

Commodity to health care consumer

today is information

Teaching me something I did not know

There are some docs who want

exclusivity

Face to face with mds

What topic would you want to offer to

your patient

Google search the doc

I always like to ask them what do you

dislike most about us


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When you say something to the patient

that conflicts with the doc

Docs hate you playing doctor

Docs like legible reports that are brief

They don't like check boxes

How's the patient doing

All they want is a simple narrative

It helps to say I never play doctor

You can't over educate

Always say something you like about

them

Everyone of us has something good

Be the person who notice them


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Then you have your discussion

Say something good first

People will do more things for you

You actually acknowledge their existence

Help them do their job easier

Like a mileage chart for industrial med

Flip charts with anatomy

It's a good thing to give to referral

sources

It's makes Them want to work with you

Docs like to know what's going on

Docs love hearing from their patients


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Currently docs don't read most reports

unless it's done a certain way

Send a clinical note to the doc

He's a miracle worker

The stuff they won't say face to face

It doesn't cost much money to get thank

you cards

You know how you feel when you get

those cards from vendors

Make it memorable

Put their names on it

Everyone signs it

Mail that


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It will go along way

People connect with people

Special gifts

Gourmet chocolates for the office

managers

Wine for the docs

Cheap chocolates for the front desk

Not a doctor who doesn't like wine

Tv, radio, news

It's not as hard as you think

Be wary of attractive advertising

Website needs to be focus group tested


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We like websites where there is

movement

Have a map on your referral pad

The map changes everything on the

referral pad

Make it easy for competitors send youpatients

Put things outside your door so walker

by's can take something

Classes bring in 20% more business

No consumer wants to see that

This brochure helped her get healthcare

practitioner of the year in the state

Irs accepts up to 15% in advertising


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Put decals on your windows

Laser gets rid of migraines

Don't worry about food, clothing, or

shelter

Spend time on $300 an hour tasks

I'm creating

Spending time with $300 an hour tasks

Do the things you enjoy

The more followers you get the more

successful you will become

I need to disseminate information

Free treatment with a revolutionary laser

that's safe, fda approved, no side effects,


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and will help unlock the healing powerfrom inside your body

Don't spend it till you get 3x return

People don't mind paying out of pocket if

they know before hand

Not equipped to handle because theynever got this question

Who's experiencing these questions

Patient advocate services

One stop quick services

We want to know what's really going on

with our care

Healthcare information

You don't evaluate people


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Get rid of jargon

Disconnect by using words they don't like

We are glorified nurses

We developed exercise skills nurses don't

have

Its in our roots

We're very bad at telling our story,

getting our message out there

Sit there at the crossroads and not

making a decision

What happens if you stop moving

Decision moves a business forward

Decision is movement


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Who is capable of working with the

People we work with

People could care less

Do you know how to express that

message?

They're interested because I connected

with them

Exciting message that people connect

with

We're not good with expressing our

decision

People don't know

Don't say things that turn them off or

confuse them


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What you do as a therapist

You don't do ems

What is it that you do as a PT

Do you really take away or relieve pain?

Is it you that did it?

I don't feel like he cares

Your job is to make people feel good

You do not fix people

You use revolutionary techniques that

unlock the healing power from within youthat produces rapid healing and pain

relief

Consumers want to hear this


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Does your receptionist contribute to the

healing process

You already feel better

You're already on the road to healing

How important each person is to the

healing of person

If you fix people you don't care about

others in the clinic

Goals is to get patient to say I already

feel better

You are using tools to unlock the healing

potential

And it starts with the first phone call

What's you name


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Have you been here before?

Welcome

What happened?

Did you get x rays

Let me see what I can do

How did I show it

How did I show that I care

Did you just listen to what this person

told you

This person is traumatized

You need to get somebody that actually

means it

The ad you use to find this type of person


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To get them to solicit you

Determining level of urgency

Determine their medical urgency

Between medium and a lot

If someone can't sleep their healingpotential can't be applied

Cannot do 3 out of 5 and their pain is a

medium to a lot they're urgent impaired

Need to get them in right away

Standard is 2 to 7 days out

Everything is subjective

Its like a blind date

Would you like to do this again


76/255

You can't be too available to standard

patients

They are not bad off

It doesn't make sense

You are too available

I welcome them

Do you want a welcome?

That is what you do in the first stage of aphone call

You welcome and determine medical

urgency

Don't be too accommodating

Your goal is to get them to bring in 6

other people


77/255

No second chance to make a good

impression

Everyone knows that all I do are spines

Think your good at everything if you are

good at one thing

Is 6 to 8 minutes too much to invest in anew patient

You should have music, not dead silence

We'll give you a 30% discount if you pay

out of pocket

It sounds like a pretty bad injury but not

that serious

Do you have a pen handy

One, got her an appointment


78/255

Good news I have availability

People think you're no different than

anybody else

The way you deliver is the way they take

it

A girl who could not stop saying sorrywhen she is not

Getting a standard patient in 3 days is

good

She was costing me more money

They don't bring in other people when

you say words like sorry

Scheduled with good news

Give her options


79/255

Automatically on their alternate list if

they send someone to you

HMO

It's just timing

You're trying to catch people at the right

time

Talk about payment

Give them options

Not trying to sell them

Not saying must come in

Depending on the complexity of your

condition

And if you require treatment and will

benefit from it


80/255

Everyone needs to hear that you could

be that affordable

And typically most don't require morethan 6 to 8 visits

If you can't get them better then there is

something wrong with you

Get them better in 6 to 8 visits over 60

days

3 to 4x a week is done

It's more expensive with less results

Work comp is 5 years behind medicare

You can't eat up the benefits by doing 3-

4x a week

They say I can't come that much


81/255

I can't afford the copay

Adjust it and send the doc a note

1x a week is better than nothing

Your objective is to get 6 other patients

from that one patient

How to think through the eval

It's not if you get audited but when

between 40-90 bucks

Typically doesn't require more than 6-8

visits

Conclude with apple

We have so many controls

Update their info all online


82/255

Make appointments outside of office

hours

Convenience factor is significant

Our documentation is audit proof

Even if you miss something it will still be

there

We have a super control panel

They're playing dirty

Dirty tactics they're using to get money

back

Beta testing starts Jan 1st

Software system I've been mapping forpast 4 years

Don't trust APTA products or software


83/255

It's not for real life use

Hpso is not the best one

Finding an attorney who knows pt law

Their meter was already at $150,000

For third day at court you should be at$14,000

Paying too much because of fear

Download paperwork

Payment

Bring credit card, cash, or check

Sending message you like money

Late


84/255

We have a strict late policy

Arrive 30 minutes early

No shows cost you money

You should know what no shows cost you

No show on first visit they're lost

Typically a lost patient costs you $3,000

If you don't place importance to your

slots

Patients won't place importance to your

slots

PPO where you're in network

What did I just do


85/255

I had them call their insurance to get

their deductible and co insurance

Receptionist cannot be the one whodelivers bad news

People thing you are in cahoots with the

doc, the insurance

Let them get the bad news from the

appropriate source

Members phone number versus the

provider call in number

Let the patient get the bad news quickly

and simply from the insurance company

That's horrible

What are you paying every month for

Splice yourself from the bad people


86/255

Are you undergoing financial hardship

We have payment options

PPO will try to steer the patient from

coming to see you

Two federal and two state insurance

fraud laws

You're the same thing but in a lesser

degree

They're on a religious vendetta

On a religious kick

Billing is an art, it's not a science

Doing it for flexibility then you can bill isas ther ex


87/255

If your doing it because they have poor

proprioception then it's neuro re-ed

Student PTs are dangerous

They think they know because of what

they learned in school

PT board are not freaking cops

Have to have a policy and have every

employee sign it

Never should not let anybody in

It's a violation of your policy

They take notes so they can say

whatever they want

Don't answer any questions without legal

representation


88/255

Its a mad witch hunt

PPO out of network

Call the patient

Here are your options

We have an affiliate who's in net work

They're convenient and they're good

PPO is participating provider

First person who came on the block and

said I'll take a discount

They're going to say to their doc why did

you send me there

Quickest way to lose a referral source is

to say we don't take that insurance


89/255

Who do you want to preserve

It sounds like a silent ppo situation

They're piggy backing of someone else's

fee schedule

Using their provider list and agreement

without a contract

It's all about the physician

If you don't ask you never get

You have the right to get pissed off

Win at first level of response

Whatever they save the insurance

company they get a percentage of that

If you have a high deductible don't worry


90/255

We have a program to help with financial

hardship

It doesn't matter where I treat at

They're looking at who the provider is

Make it easy for patients to get access to

you

Lien settlement form

It's always an offer

They're going to try and intimidate you

Attorneys lie all the time

They've come to a resolve

It's not who I am

It's what I do


91/255

That's how they justify lying

How do you respond to that

Thank you for bringing this to my

attention

Is your client aware you're talking to me

like this

I'm going to take your client to court

Because you're being really offensive to

me

Cash low income

Cash high income

Can you tell me more about yourprogram

Tell me what's wrong


92/255

The price will depend on the complexity

of your situation

Don't go into explaining

Are you unlocking the healing potential

inside me

People want to pay for feeling better

Are you unlocking the healing potential

inside of me

It's not by chance they know how to

make $26 million a year

They use the art of war to train CEO

One of the tactics is divide and conquer

Another tactic is to confuse them


93/255

I'm showing compassion to them by just

talking to them

Show prejudice by the late filing

Lost money because of the late filing

Show they were prejudiced by it

Bethesda naval research on cold laser

Accelerates spinal cord healing 6 to 8x

No thermal effects

It's not common sense

Paycycle.com for payroll

Where your trying to go and how you

walk away


94/255

Once you define that we help you

accomplish that

How do you walk away

Don't give people reason not to

remember you

PT is something you take control of

Will a person get better if they spend less

than 2% of their time getting better?

Important to acknowledge that's horrible

Why is it important to put in time to train

your receptionist

Your receptionist can ruin it for you

Intake


95/255

How your front desk handles the intake

will dictate the relationship with thatpatient for life

A female, a gay guy or a left handed

person

Straight guys don't have communication

between the two hemispheres

Straight guys can only do one thing at

one time

Who you should get as a receptionist

Main job of receptionist is to gain loyalty

of patients

Most receptionist hold the clinic hostage

That receptionist literally runs the place

When I walk into a suffering practice they

don't greet me


96/255

They take too long scheduling one

person

Your receptionist should never schedulemore than 2 or 3 appointments inadvance

Your receptionist can't do their job until

you create an environment so they cando their job

Why is that cash register here?

Where are the forms

It's not about hiring great people to build

a great business

It's about building a great business to

make a great people

Our organization is a stepping stone to

something better


97/255

It was me who was stupid

Until I made the position right even the

perfect person would fail

How did I contribute to that mistake

You will be a different kind of captain

Your chance of having a successful

business will be higher

If you're going to make it easy for people

to do the wrong thing

Even the president will do the wrong

thing if you make it easy enough

It's how you do it that makes a world of

difference

When you have a loyal patient they will

bring people in


98/255

How to streamline your front desk

Training the receptionist

Train how to greet

Stop what your doing

Nothing is more important than thatperson walking through that door

Look people in the eyes

There's something about looking peoplein the eye

Make eye contact

Say hello welcome

Smile when you welcome them

Use their name


99/255

Say their name

Don't look busy

You have to explain what it means to

perform

People don't like being told to be fake

Screw you I'm not going to be fake for no

one

I expect you to perform

You're going to succeed

What does performance mean

It means

What type of people do you know who

perform


100/255

Fake it

Make it look so easy

You could not tell

You would not know

Performance has nothing to do with dailytasks

Hungry, headache, hung over

I don't want to know

Patients don't want to know

That's performance

I expect you to perform

Once they understand it they will do it


101/255

It's so hard to decondition and

recondition

Should they do this with you?

They better

There better not be a time where you

don't greet me the same way

I better not walk in and have a day that

you don't do that

You have to smile

Employees come in sick

There is no incentive to be sick

My staff prefer to come in

Sleep when it's down Time


102/255

We love them more for what they did

Let us send you home

If they do it once, you forgive

You need to control your life

What should we do with your work load?

Now it's culture

You need to get culture

It's ok this one time

Tell them you don't want them to do it

again

Communicate by telling them

Your the one not equipping the staff to

schedule themselves


103/255

I do recommend that the receptionist

position is split into 2 part timers

How do you feel about it

What do you like about it

Sign in

Please ask for the receipt so receptionist

can't pocket cash

#1 patients hate to wait

#2 patients hate paperwork

Express Registration form

Hippa notice

Pre exam form

What do you feel about these rules


104/255

People give you opportunities to see who

they are

Some business cost you money and isnot worth it

Assignment of benefit - any third party

Advanced beneficiary notice - Medicareonly

Lien form

Payment worksheet - work comp

People give you opportunities to see who

they are

AOB is a legal document

Don't give patients reasons to hate you


105/255

Important policy poster with someone

smiling

Is that important

$10 fee, people consider it fair

Second sign they should see

Don't break the law poster

Can't waive co pays and deductibles

Professional courtesy is not acceptable

Every doctor's office should have a don't

break the law poster

Tell me 4 things in how to train a

receptionist to greet

Most powerful tool for receptionist


106/255

Clearly know what the rules are

Rules are not meant to justify

punishment

They are opportunities to exercise

compassion and forgiveness

If someone doesn't know they didsomething wrong there is no room forcompassion or forgiveness

They are ready to pay once they know

the rules

There is nothing that can't be forgiven

once

Inspires and creates loyalty through

forgiveness

Seen how her forgiveness and

compassion has power


107/255

How strong a person has to be to forgive

You clearly define your expectations and

rules

And you expect them to be broken

Prepare to respond with compassion and

forgiveness

Able to go against everything you believe

and do this in faith the relationshipbecomes stronger

They just love you

You can do all these things you think are

going to make your patients happy andtell their friends about you

Being forgiven is a big deal

Some people have never been forgiven


108/255

It's something magical

It changes relationship

The walls in your office are billboard

space not art space

People get better faster if they pay a

little bit as they go

How to use a fee slip

Video tutorial

3 part NCR form

Secret tool to collecting as you go

Medicare has an 8 minute rule

Just practice the way you think you

should practice


109/255

PPU price per unit

Not writing code in here ever in fee slip

Have to put down how much you did

If you do not give them a bill that makes

sense and they can understand

They won't want to pay it

Round up on fee slip so you can send a

refund check later on

It's hard to compete with an indefree

practice

Got to get that patient hating their

insurance and loving you

What the hell do you pay every month

for?


110/255

Ask a question

Are you undergoing any financial

hardship?

You never say, well that's our policy

They don't complain any more

They don't hate you because you were

being helpful and professional

Determine exactly what they are going to

need

How important is this to you?

Do you trust me?

Right from the get go we give thempayment options

Make a good faith effort in collecting


111/255


112/255

Show it to the patient

Pay out of pocket and get 30% discount

Don't want them going back to the doctor

complaining you don't accept theirinsurance

No problem, fill this out

As they fill it out what will they learn?

They will have to pay an extension fee if

they want to be treated

There's something amazing when you're

forgiven

Very rarely in our society do we feel

forgiveness

What do you ask?


113/255

If you qualify we can help

We can waive it

It's important to let people know you

have a payment plan

So they can bring in friends and family

who have financial hardship

What are the options for an hmo?

They're not coming to you

Help you submit a request to see us

To get on the alternate list for the next

10 years

We can help you submit a request to beseen by us

It's in your best interest


114/255

There's no deductible in hmo

More people choose hmo

You want to get on an alternate list with

an hmo

Medicare is handing patients over to hmo

Get as many people as you can to come

see you

How to handle confrontation correctly

Stop playing doctor, that's a

confrontation

How do you handle that

Being what I'm being

Confrontation equals an opportunity to

make things better


115/255

If you respond appropriately you can

have a better relationship

You better be careful what you areasking for

If you say get the hell off my back

What's the opposite of love

Indifference is when you stop caring

He's not worth it

Love dies

You can't get it back

How do you respond?

What's the first step

Thank you so much for letting me know


116/255

And giving me a chance to respond

Hold on just a moment

Pause

Leave them with the thank you

Step away take a breath

Come back

Ask the best question you can think of

What's wrong

How can I help

Would you like me to do this anyways

Think of a question to ask to get them

talking


117/255

Suppress your need to talk and listen to

them

Shut up and listened

How can I help make this right

What would you like me to do?

You got it

Anything else?

Family or friend is accusing you

Hardest thing to say is how can I make

this better

So hard to get out of your mouth

What can I do to make this right?

Don't try to justify you were right


118/255

Feel so small for being that way to

people I love

Need to be so right

James you could be wrong

I don't need to be right

What I need is to be loved

I would rather be loved than be right any

day

This is how you grow the relationship

your in

You will experience a totally different

path than your living

I'm sorry is very appropriate


119/255

I'm willing to give you what I want just so

I don't feel hatred for you

A lot of people feel unmotivated becausethey feel uncomfortable feeling hatredtoward someone

Most you can do is apologize and make

up doubly for it

You don't get many chances to make

relationships grow

Got to set your fees appropriately

There's a critical price point that will

bring you the most business

The way you set your fees

There is no magic formula

What would you pay?


120/255

Be above medicare rates

People will look at that and say that's fair

They have no qualms paying it

Automatic 5 minute foot pressure point

release

I don't know what you're putting into it

Times it by 1.5

Make sure that fee is higher thanmedicare's fee

I guarantee you you're never going to fall

below medicare rates

It's only $105 for Initial evaluation

You could use our fees and do well

anywhere in the country


121/255

30% is only to those you are not dealing

with their insurance company

Ther exercise is one on one

There is some skilled intervention

Intervening with some skill

If your using an aide I would charge half

that

I don't know why you are not intervening

It's really up to your interpretation and

your intention in that manner

He's not just an aide

He's a tech 2

If he challenged the pta board and he

would probably pass


122/255

You can make money with laser by billing

the work insurance

Super bills, they don't work

3 part fee slip

59 think of it being distinct

The unbundling code

How long are you in that eval face to face

determining what's wrong?

What do you bill?

Eval is not a time based code

If a patient has bee told they have this

condition, that's a diagnosis

97001 eval


123/255

$190 total

Doesn't sound right because it's not right

Ther ex is a time based code

Different body part

Different diagnosis

Two different systems that are

problematic

If this is a medicare patient your going toreach the cap very quickly

Typically unlikely your going to use the

59 without the 52

Use the 52 occasionally

You could be red flaGged for only using

the 59


124/255

You should always charge for what you

did

If you do something you had bettercharge

It had better reflect accurately

You could be charged with fraud

What are you telling me?

Do you deserve to get paid for those

treatments and the eval?

Rebill it with the 59 mod on your eval

and treatment

The reason why you don't get paid for re-

eval is because you don't put the 59 modon it

If it's not written it doesn't exist


125/255

Be artistic

Find a different way

I need to know more

You have to do re-evals per state practice

act

Re eval is as much skilled eval

Start using codes that pay more

They should be thinking how do I make30% more

Add 2 things

Make sure you have one comparable sign

that is functional

Stability during walking 50% safe


126/255

Each time they come in increase it by 5%

Make yourself safer and start using a

better code

Seniors don't need flexibility

Seniors need functional ability

97140 for decreasing pain

It's a tough thing to bridge manual

therapy to functionality improvement

97530 does pay 30% more than 97110

ther ex

Bill under 97039 as unlisted item or

modality

What's serial casting?


127/255

I have a feeling your not maximizing your

reimbursement

97039 is not a time based code

Non time based codes vs time based

codes

Always talk to you payor and know theirreview policies

You should know what you agree too

When eval a d/c patient use modifiers

50 mod is bilateral code

Don't need to use or know other

modifiers

Don't go overboard with 59 modifier

without the 52


128/255

Everyone in this game knows what 50

modifier is

You are safe if ever audited

They're using this as an excuse to get

money back

They're winning fraud cases with that

They just want money from you

You're billing for treatment that the

patient is not able to participate in

Don't say tolerated treatment well

It means nothing

Put down patient participated well intreatment today

That will save you in court


129/255

There is no proof of escalation

Always sign your first, last name, and

title

Make sure your getting an md to sign off

on a plan of care

Make sure your status note is signed by aphysician

Everything is a good faith effort

No one is going to blame you for not

being able to control someone else'sproblem

Have you noticed the change I plan of

care being faxed by inde fax

We give them what they want to see

All of you should outsource your billing

and focus on bringing in more business


130/255

Spending energy to collect just a little bit

more is like clipping coupons

Focus on bringing new business throughthe door

See physicaltherapybilling.com

The source of needing or feeling thatyour always right comes from an inabilityto deal with the emotion of hatred or thedenial thereof

The denial of hatred can blind you the

Possibility of being wrong

You think you are right because you don't

believe you are capable of hatred

Hatred cures your need to be right

Need to be loved the most whe you feel

intense hatred


131/255

Hate is the right you can't feel when you

think it's wrong

Steps in getting short listed

Keep track of claims not paid

At 30 days initiate action

ID poor language in EOB

Hold them accountable to timeliness law

Appeal every denial

Pay you just enough so you think there

isn't an issue

Appeal every time they deny you

You respond

This is how you win denials


132/255

Your fees are excessive

Everything I bill I pay

Exceeds fee schedule for customary and

usual

A letter you give to your patient, the

insurance company, and the insurancecommissioner

Without an explanation

This interferes with my relationship

If you want that patient coming back

If you want that patient sending other

patients

They will keep doing it until you stop

them


133/255

If it's too thick throw it away

Hatred is the greatest motivation for the

common man

30 days

You have not gotten an eob letter

Your tenacity is what gets you short

listed

Report you for violating prompt payment

laws

Please be cognizant of the time line

You may be reported to...as a delinquent

insurer

Patient initiated complaint

Hatred is a most decisive factor


134/255

He didn't become a good decision maker

until he could admit to himself that hefelt hatred

Referee between david and goliath

Otherwise goliath would run amok

$30 request fee

Way to say don't screw with me

That's find don't pay me

I'm going after your member

Appeal every denial/reduction

Denial because it wasn't medically

necessary

Patient ineligible


135/255

Filed too late

Benefits exhausted

None of these are valid denials

Interferes with the patient therapist

relationship

I know how to make decisions because

now I know how to feel hatred

Feeling hatred is the only remedy against

being in a false sense of being right

You cover your inability to admit you

were wrong by pretending not to hate inorder to make yourself right

Fees are not customary and reasonable

I never agreed to a reduction with you


136/255

We cannot control their response

We're going to go after your member

That's when they pay you

We don't like confrontation

You have to play the game

That's the only game they respond to

We're all cut from the same cloth

We all want a zen life

When I send this to attorneys they pay

up

Are you having any issues collecting from

medicare?

Download the medicare software


137/255

Do not even be remotely tempted to do

your billing

They can't charge until you get the check

Don't make that mistake

You focus on bringing money through the

door

Hating something made me good

Loving something made me right

What are you trying to build and how do

you walk away

You can't make decisions

You don't know where you want to take it

You can always change your mind later


138/255

Before you take steps

Before you take actions

Make a decision now before you start

taking action or steps

You are the cream of the crop because

you made a decision to be here

You went into this because of the cush

hours and having a job wherever you go

Get to make your money and go home

and raise your children

Try to give back to our profession

because it's a privilege

Don't have the resources and the wherewithal to fight back

Your benefiting by these people's

suffering


139/255

Don't keep taking without giving back

They just take

They bad mouth employer

They get to go home with their money

They could give a damn about ourprofession

Clarify the rules and expect that they will

be broken

Training the receptionist is the $300 an

hour jobs

Structuring your front desk

Training your receptionist

What is automation?


140/255

Do you want it, what is it you want?

Do you want to be able to take a

vacation?

When your not there, do you want it to

actually grow?

How do you make that happen?

Automation is having your business grow

without having you be there

If you don't do it that day, that's a fire

It's their job

When they're getting paid to do it , they

actually do it and do it better

You have to pay a marketing asst to

expose your message to the community


141/255

20 hours a week

Someone is spending 80 hours a month

getting your promotions out there, willyou make back $3000 dollars?

Make over $1200 a month with the laser

Potentially bring you back more than$3000 a month

If you don't spend you won't grow

You have to go to him because he has an

amazing laser

Spend money on those things that

generates new business for you

You have to go to him because he hasthat

Stop putting out fires


142/255

Anything that has to be done

Pay someone else to do it

They make sure there is someone who

can

What's the definition of automation in

private practice

Increasing profits without you being

there

Making more money

Producing more patients

I do it when I feel like it

Share with you what I do

How is it I don't have to step foot in my

practice and it grows


143/255

The number one thing that gets in the

way of a business growing is the owner

The owner gets in the way of the successof the business

Automation is not having to be there

And there is a high perceived quality

Is there perceived quality of care if the

patient is not getting better?

You think high quality is a certain thing in

your head

High quality is a perception

Its the patients perception

How to increase their perception of

perceived value, not yours


144/255

You want a clinic full of people who think

you are the best

Already feel better because that healingpower is already unlocking

Already feel better

Placebo effect

51%

That's how powerful the healing power is

Address their perception

It's 51% effective

They're already getting better

Not allowing that 51%

Phases of automation


145/255

Everyday I get a one page report

I scan it in 2 seconds and I'm done

Form takes 2 minutes to complete

I look for trends

I hate no shows

What's your threshhold?

Zero is not realistic

Living your life like a scrooge

Always unhappy

3% no show

Are no shows a reflection of something?


146/255

It's a reflection that your is not doing

their job of addressing loyalty

If they go above

3% I send them a memo

Stop it

Stop what you're doing

What does it mean?

What does a crew have to do to decreaseno shows

It's not common sense

Most practices try reminder calls

Your relationship with your patients are

like blind dates


147/255

Next week

Sure

It's just a little weird when you call back

to remind someone

I'm not calling anybody

How do I relate to them in such a way

that they value this so much I don't haveto be the one calling

You should not ignore your body, your

spirit trying to tell you something

It's trying to tell you there's a better way

Don't try to brush it away

Think of a better way because there is


148/255

How can I make the interaction so

valuable that they come no matter what

What's wrong?

Is your pain medium, a little, or a lot

Are you having trouble eating,

sleeping,walking, going to the bathroom

I reserved this spot for you

No shows are directly correlative to eye

contact

The eyes are the window to the soul

Smile

If your staff are not smiling no shows willincrease


149/255

No one likes to walk into a room of

frowns

Say their name 3 times

They will subconsciously or consciously

forget that appointment to avoid thatfrowning face

Give your attention to the patient

You've got to give them your full

attention

Learn how to control the conversation

Clinical staff has to ask them show me

what your doing at home

Ok start doing it

They spit it out


150/255

There's no hesitation

Accountability decreases no shows

If you don't ask them regularly they don't

see the value of coming to see you

If you don't do comparable signs no

shows will increase

What are you doing at home

Stop doing that one

Start doing it that way

Reach up

Stop

There is a 3 inch deficit

Its a sign you compare every treatment


151/255

If patient don't see with strong evidence

they are getting better each timeperceived value will decrease

They can't feel improvement

Went way beyond their critical dc visit

How do you feel about yourimprovement?

No shows increase, stop it

They know what that means

They can't lie

It's all online

I can jump online and see what they areseeing

5 stages of automation


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This is what I do that allows me not to

step foot in the clinic

You have to be ready to receive it

First step is self

You have to become a person ready for

that

Need special tools to automate

Take away the tool it's nearly impossible

to do the task

Third, is the physical environment

Physical environment has to be set up

properly

So congested

So many things are missing


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It's a science

It is not an art

It's not just preference

The way your physical environment is set

up can lead to failure

How do you feel about that change

Certain procedures have to be in place

Employees have to take ownership

What has to take place before employees

can take ownership

Before they can own it you have to give it

over

Did you give it?


154/255

Did you let it go and give it to them?

They can't take it unless you give it

They want to control it yet they want

their employees to take it over

You have to first work on yourself

You must desire independence

What do you think I mean by that

There are people who need to be needed

Want other people to depend on them

Are you one of those people wanting to

be mother hen

They don't need me and be ok


155/255

Some people create an environment

where every one is coming to you withtheir problems

Got to stop your dependence on other

people needing you

People depending on you is not what

gives meaning and purpose in your life

It's not as easy as you think

They don't need you

You need to substitute

Once your staff and clinic don't need you

Got to start doing these other thing and

start to substitute

Stepping up and say I want to lead


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Have to embrace what your role is

Think of yourself as the head of the body

The receptionist is the heart

The therapist is an extremity

You need to be the head

The head only has two primary functions

Package programs

Create tag lines

Writing articles

Trained what to do with that business

Getting a message out there


157/255

Have to apply things you never applied

before

Have to become a mountain mover thatfinishes what they start

One stone at a time

Got to be a person who doesn't get overwhelmed by the mountain

That's the first step

Can't go onto the next step until you

prepare yourself

If I feel it, the patients feel it too

Like to use my website for a team hub

What they agree to is what they agree to

Do we always make them wait?


158/255

I like making people happy

I used to be the kind of person who would

disappoint

I want to over deliver

I want to make people happy

How much money did I bring in

How much expense was there

Calculate what your expenses are foreach month so you can make decisions

Complaining is grounds for termination

I'm so tired

Is that a complaint?

Oh, I'm hungry


159/255

That's a complaint

Can't go I'm hungry

Grounds for termination

Can you watch the front so I can lay

down

Do you mind grabbing me a snack

Have to tell your staff what is a complaint

and what it's not

Bad mouthing patients, you're

terminated

Paid time off is paid vacation pay

Vacation is only for licensed employees

Earn vacation pay based on the hours

they work


160/255

Get 3 hours for every 40 hours worked

Do not pay salary to anyone

It's the easiest way to make staff do the

wrong thing

When you fire them the write up is

important

Need justification for firing due to

violation of policy

Warning for first offense

Write up

Suspension

If someone complains we can fire themon the spot

Complaining is that damaging


161/255

Make patients feel like staff need to be

taken care of

Went into business to build the kind ofhouse you want

How did you respond

What documentation did you providewhen you responded

I have to see what you offered

That's what people do, they're just

dishonest

I want them to think through their own

decision making process

That's why I respond to a question with aquestion

You're trying to build rather than be the

building


162/255

I like to use videos to train staff

Daily productivity sheet

How much revenue did I generate today

Only certain things you must know

Who generated it

What was the productivity of the staff

there

I shoot for 40% profit

Who generated $3000 day

I don't over pay myself

I can out money anytime I want as an S

corp

People are familiar with corporation vs llc


163/255

Pay myself a standard rate so I can avoid

paying higher employee tax

I never knew where I was in my day today

Quarterly P and L was hard to make

decisions

They cannot know what someone gets

paid

They can't even try to inquire about it

It's grounds for termination

Late policy

Goes both ways

Need to track that

Receptionist controls the flow


164/255

Patients hate most is waiting

Who is responsible if that timeliness

mark is on the rise

Who is responsible?

Who do you punish?

The receptionist is responsible ultimately

Receptionist is the patient advocate

Her ass is on the line

If he doesn't listen you write him up

If you get me involved something is

going to happen

Are you ready for me to get involved

I investigate to see who's at fault


165/255

The licensed professional needs to take

control

I will tell you what punishments you cando

How to punish them is revolutionary

You would never think of doing and itworks

The future is going where you don't use

fax machines

Xerox documate

Best high speed scanner for that price

Human resource officer documents

people who are late

What could she have done to not get

fired


166/255

It's not your mistake that gets you fired

There is no mistakes that an employee

can make that is near the size of themistakes that I can make that would costthis business the most

If you sit there and act like there's

nothing wrong, you're fired

Their coworker was trying

Determine how people are responding to

this problem

Who knows the story well, tell us the

story

It's your response that will determine the

outcome

We take accountability for our mistakes

and our actions


167/255

You will wish you fired her 6 months ago

Either sign it or your fired

Need to do some investigation

How do you track employee hours

It's so easy to do the wrong thing

Employee punch clock

www.veritasksoftware.com

What I'm telling you

You would not find on your own

$269 one fingerprint device and up to 10employees

Just a one time fee


168/255

One per location

Get your money back in just a few

months

High return on it's value

Saw a 15% decrease in payroll

Only receptionist can clock in early and

late

Everyone is from 8 to 5

Receptionist is such an important

employee

The moment she does something wrong

That position is tainted

Person will live with a grey cloud over

their head and your business will suffer


169/255

They're going to fall because you fall

Employees cannot become your friends

or your family

Don't hire friends or families unless you

create an expectation of rules

Failing relationship

Define roles, rules, and punishment

It's never too late to clarify expectations

and set up rules

All monies lead to me

Do you want your daily closings to sit in

your practice till the end of the week

I don't like money sitting around

It's not a fire I want to create in my life


170/255

They put the money, checks, and credit

card receipts into a priority envelope andsent to me

All I take is the cash

I'm just sharing with you what I do

www.nurol.com

Retail point of sale system that is very

affordable

You need to collect at the time of service

Can't take the copay, ring it up, and

pocket the cash

Indeoffice free for 3 years with

partnership package

Some kind of collection system


171/255

It's too easy to do the wrong thing

Why should I do business with me?

Are you sure that's what people want

Have you surveyed people to know what

it is they want

We know what it is that people want in

choosing a therapy center

This is not common sense

What it is people want

That will determine whether people will

do business with you

Convenience in location, payment,working with you, payment options


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The office that can offer patients

convenience will be successful

The office that can advertise you are themost convenient will get the business

The one who offers the convenience will

get the business

Convenience is a part of retention and

loyalty

3 part NCR forms

Save time, save money

Physical environment

Front desk

Where they do not have faxes coming in

or so many calls coming in

Documents

IndeFree Hawaii 2010.doc