2011 Goal #1- Take A Cold Hard Look at Your Staff! The Receptionist

Well, it may not be pretty folks BUT it has to be done! It's time to take a fresh look at your staff. One of the best ways to begin this task each year is to evaluate your goals for the new year;

• where do you want your practice to go
• what type of feel do you want it to have
• how do you plan on getting there

Start asking your self those questions and get a good grip on your answers. Really track where you are heading this year....and then sit down and evaluate your staff. Let's start by department shall we?

First impressions first...Your front desk-
Think about how you want to be greeted and welcomed when you walk into a Dr's office. Isn't it nice when the receptionist greets  you with a smile, already knows your name and is prepared with all the paperwork you are required to fill out. I think inviting, pleasant, knowledgeable and helpful. I already feel relaxed about the experience and any traces of apprehension I felt about my appointment tends to dissipate.
Counter this with a receptionist that doesn't greet you when you walk in, stays on the phone for minutes after you walk through the door not even bothering to look up and acknowledge your presence. When she finally does, it is with disdain that she is being forced to once again place a few pieces of paper onto a clip board and hand them to you as she huffs out a sigh of "I'm so busy today" attitude.
We've all been greeted by both types haven't we?  Which one sits at your front desk?

I go even farther when hiring for a front desk position as I believe this spot can really make or break a practice. Here are some of the keys I push for:

1. Not just a sunny disposition but also one who can leave their problems at the door when they step into the office. 
2. The ability to learn most patient's names and make them feel comfortable and accepted.
3. A non-confrontational style but firm enough to feel comfortable collecting copays and unpaid debts.     (I'm very opposed to the "No problem, we'll catch you next time!" attitude. It's a "cross your fingers" approach to ever seeing that money!)
4. Excitement for the Chiropractic field and an interest in learning about it that pours over to the patient as they sit in your waiting room (seem like a lot to ask? I don't think so!)
5. Looks for an opportunity to ask for referrals

The patient always comes first....ALWAYS. Not the phone call or the computer report; the patient standing right in your office. That patient represents not only insurance reimbursement but most importantly referrals. They have friends, family and coworkers they see everyday that they could potentially be sharing their amazing story about the Chiropractor down the street with.....or the really unpleasant receptionist who finished her personal call while they stood there....it's your choice! Remember the old adage, " You only get one shot to make a first impression."

Join me next week as I blog about, " Take A Cold Hard Look at Your Staff! The CA." As usual I have plenty to say on this position! Please contact us at Kara@ChiroCorrect.com or visit us on the web at www.ChiroCorrect.com. Let's make your practice "POP" this year!

ChiroCode Webinars

Be sure to sign up for the ChiroCode Webinars offered on tues and thurs afternoons. They are well worth your time. If you are not available during the times they are set for, be sure to have a knowledgeable staff member watch it and take notes. I have emailed the doctor speaking many times to get personal copies of the information they present. It's really great stuff and there is so much to learn this year in the Chiropractic field! Be sure to stay on top of the game!

Top "To-Do's" for 2011

As I sit and watch the snow fall outside my window in Texas; yes Texas, I am bombarded with my "to-do" list for my current consulting members. Each one is different of course, which makes the list even longer....BUT for the rest of you out there, if I could give you some tidbits of what you need to prioritize the most in the coming year it would be the following;

• Most Obvious- Medicare Part B deductible is $162.00 for 2011. Be sure to collect this from your patients. Don't shy away from this. There are big consequences to pay for failure to collect (oh, about $10,000 per occurance). There are some really great ways to change policy and collect this from patients if in the past you have allowed this to go uncollected. Contact me if you need some ideas. Don't take the risk of being caught red handed by not collecting the MC deductible. 
• Most Important- Get your fee schedules up to date and do it NOW! There are a few parts to this one so I'll touch on each. First, figure out if your fee schedules are making you money in the long run. What is your cost per adjustment and are you getting this out of each visit of your fee schedule? If not, its time to revamp. Your service is VERY valuable, you are changing lives! Don't cheapen your skills by doing them for free. I could stand on my soap box for hours about this one. Second, WATCH your insurance policies as they come in this year. Most of those who have insurance will have new, higher deductibles that may make your current fee schedule obsolete in the sense that they may never meet the number of visits you suggest due to an insurance visit limit or their deductible is so high that they could never reach it in the amount of visits you recommend, rendering HIGH pocket cost for them and possible back tracking in their care. I've seen this one too many times before, their pocket book will end up dictating whether or not they can afford an adjustment that day. Basically, they are considered a non-insured/insured because of their plan. 

A few examples of this:

1. A patient came into one of my current offices with a $7500.00 deductible, after the recommended 24 visit care plan, the deductible is still not met; costing the patient close to $5500.00 out of their pocket for care. I don't know very many people right now that are willing to drop that kind of money. Your patient education would have to be spot on to get full commitment from this kind of patent. The kicker of this story is the insurance allowed 12 visits a year....and all the visits counted as you met the deductible....making this patient a non-insured/insured!
2. You recommend 30 visits to correct the current problem. The insurance covers 6, and after those asks for strenuous re-eval records to give you another group of 3 adjustments. So you may jump through hoops to get 9 visits and still fall short by 21 visits to complete care; an non-insured/insured.

Recommendations- Create a working fee schedule that allows the patient to get the care they need LEGALLY and in a compliant manor. There are some great, profitable ways to do this that will also keep your patients coming in the door. Don't short change your clinic and think that same ol' same ol' is still good enough...it's not AND you are leaving money on the table, not to mention putting yourself at audit risk.

If you would like guidance on how to make your practice really "POP" this coming year, contact our office @ 214-799-9827 or email me at Kara@ChiroCorrect.com. We would love to help you guide your practice into optimum profitability this year!

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