Maximixed Living Case Study
Working smarter not harder isn’t just a cliche! With this practice honing their skills, helping patients becomes easier when you have one more team member that’s got your back. As a Genesis coach, I have the opportunity to work with ML practices moving from good to great. With Invision Family Chiropractic, I get to be a member of their team. Here is a picture of their visits per month growth that they achieved: WHILE their new patients average per month did this:How is this possible? New patients per month went down and visits per month went UP?! Retaining patients is a skill that requires three things: Excellent communication Amazing results No missed opportunities Not missing opportunities is where Genesis shines! Working with this practice we customized their reminders, alerts, and tracking to make sure they didn’t miss an opportunity to connect with their patients. NO MORE MEMORY MANAGEMENT. We helped automate their reminders and scheduling through SKED, configured their alerts for patients with special circumstances like balances, no future appointments, and more. Now their per patient visit retention looks like: This practice went from averaging 19 visits for patients that committed to care to over 30 visits! I am honored to be a part of the success of Invision Family Chiropractic and was able to share it. I look forward to continued success!
Three Parts of every business – People, Process, and Technology
Hey, everyone. Dr Brian Capra here from Genesis Chiropractic Software. I’ve been getting some questions as I’ve gone through these videos. We’re talking about insurance companies, how they’ve been legally allowed to collude against us, rig the system. I’ve talked about how they use people and process and technology. We went into a little bit of a depth about those things. And as I’m going along here I’m getting some questions about what is people, process and technology? And sometimes, I just kind of flow through some content and forget to stop and go over some of the finer points. So, people, process, technology. Today, I’m going to be talking about people, all right? People in an insurance company are obvious. You have your people that answered the call, you have your auditors, you have your high-level management, your CEOs, et Cetera. And every business is, no matter what business, no matter what size the business is, is always made up three people … Of three things, and that’s people, and process, and technology. So, what we’re going to do is go dive a little bit into people. The number … If I were to do a countdown to number one of the types of people typically in your practice, number one is your customer. Or, any businesses is a customer. In our business, that is our patients. Our patients are our customers. They’re obviously very important. Our whole business exists to give them an amazing experience. Customers, patients in our case, who have great experiences stay longer, get better results in our business. They tend to convert to lifetime patients, and then they refer other people, and in some cases, if your business has such an amazing experience, they’re actually willing to pay you even more than they would a similar type of business that exists down the street. Think of Apple, et Cetera, right? So, the experience has a lot to do with the customer. The customer is number three. The second type of person in your business is obviously your team members. Now in chiropractic, many times, the business owner, you, is also a staff member. You have a job to do. So, the different types of people or roles in your practice, the front desk CA, the check-in and the checkout. You have your billing person, they may do your follow up. They may do insurance benefit verifications. You have somebody at those financials and care plans. Usually, you want to have somebody that does at least some of the marketing, or manages the marketing or the marketing calendar, et Cetera. So, you have your marketing. Usually, you have some type of sales role, and you may have three people in your office, and these roles, one person may have more than one role. But you have sales, whether or not we get that or want to admit that, there is a conversion process. When a patient comes in that has never heard chiropractic before and you’re going to teach them what their problem is, how it’s affecting their life, and what they need to do about it, and have them pay for that. That’s a sales process. So sales is a key component of your business, and somebody on your team, somebody on your staff, has to be responsible for that thing. Okay? Now, we have customers or patients. Staff, which may include you, a practice owner, it may include an office manager, and all the roles we talked about. And the last, and I will say most important, is you. You are the visionary. You’re the business owner and the business manager, really. So, sometimes you get an employee that can manage the business. That’s when doctors really start to be able to run their practice like a real business where the business actually becomes really self-managing, self-sustaining, and you are an owner of a business that that can be transferred to another. Steven Franton likes to say “It’s transferable.” You can sell it and the value of that business wouldn’t change the next day cause it’s literally run by your team, your staff, right? That whole thing is actually run by an entire team. But as the business owner building a great team, the number one reason is to free you up, free your mind up, your thoughts, because you’re a visionary. As an entrepreneur, the number one thing that we do is think, and dream, and think of better ways to do things. So, when you’re adjusting … And this is not to shun this. This is okay if you do this. This is one of your passions. But if you’re adjusting, you’re not thinking about how to scale the business. You’re not thinking how to replicate the business and do it in multiple locations. You’re not thinking of the details of how you can measure different processes in your office and whether or not those processes are successful. So, the reason the middleman exist, the middle woman exists, whatever it may be, is to free you up to be the visionary, to develop better processes. And we’re going talk about process and technology. When you are free, you’re able to dream again, you’re able to experience life, you’re able to take vacations, spend time with your family. You need to be free to be a better parent, be a better partner in your relationship, to have your own peace of mind, and to actually, most importantly, contribute to our community and our world. So, we really need you to understand this, people, so that you can free up. We’re going to talk about process and technology too, and how that ultimately leads to freeing you up to be able to serve even better, be able to serve patients even better, to really expand out. And this profession, we have nowhere near enough chiropractors to serve the amount of people that need what we have to offer. So, I hope
Three Step Management
Everyone, Dr. Brian Capra here from Genesis Chiropractic Software. Tonight we’re going to talk about the three steps to management and this is where your software, your practice management software, ironically fails you. It’s about management at the end of the day. Practice management, air quotes, software that’s on the market these days really, I don’t consider management software because it doesn’t help you manage. It does some really cool stuff. When I started my practice, I used other software to be frank, I used Platinum System. It was cool. It did a lot of great things. It did a lot of automation. It did somethings for me that really helped. If you know my personal story, I encourage you to go listen to that. It really didn’t actually help me manage my business. It made things easier in certain circumstances, there was good reports, but it didn’t help me actually manage my business. As a chiropractor, I think I said this in my last video, it’s really important that we start to really shift from a doctor a business owner, pulling ourselves more and more and more out of the day to day life or being in practice, being an employee in our own practice. As a business owner, as a chiropractor, you have to understand that you really are two things at the same time, which really puts you in a very unique situation. You’re not only a business owner, but you’re an employee in the business. To be an effective manager of business, there are three things that you must do, and this is not chiropractic, this is any business. Give you a little perspective, you probably know by now, I own Genesis Chiropractic Software and Billing Network. We are a chiropractic software, we serve thousands of clients in the cloud, but we also do insurance billing and collections for thousands of providers and users in the cloud. You’ve got to understand that I have learned, I wish I knew what I know now, by building this business over the past 15 years, I wish I knew this when I was in practice because it would have saved me a lot of frustration, number one. It would have freed my time up so I could have been focused on things other than my practice while I was outside of the practice, I wouldn’t have had to be always thinking about all of the processes and procedures my team was supposed to be doing and whether or not they did it and thinking about which patients I haven’t seen in a while. I wish I would have known this 15 years ago plus, because that’s when I was in practice. I had a great practice, 400 plus visits a week. I wasn’t super high buying, but I did corrective care so we had a great practice, huge collections and it was awesome. We did some insurance, some cash. Here’s the thing, there’s three steps. This comes from the experience of building my company over the past 15 years, reading every business book I can get my hands on possibly and now I just want to just give this to you. It’s just three steps. Ultimately at the end of the day there’s only three things you have to do. It’s simple to understand, I’m not saying it’s simple to do. Okay. Number one, quantify. We talked people, process technology. We talked about process specifically. We talked about revenue, retention and compliance and the three types of processes in any business. So, this is quantifying means developing your processes. Step by step by step, clarifying your processes. If you have a new patient, it’s not that you just have a new patient, you have the phone call, you have the script. You have to schedule them. You have every step of what needs to happen in your technology. When they check in, after they’ve checked in, there’s a whole bunch of steps that have to happen after that. The doctor has to do their exam for it, the doctor has to do the recommendations for care. Somebody has to create their financials. Somebody might have to call insurance and verify benefits or maybe there’s no coverage. Then that has to be coordinated, create a financial and that has to be presented to the patient. After the first visit, a lot of times in practices that I know, I know I did this, I would call the patient after the first visit, the phone call. That’s just the new patient. There’s several steps right. Every single daily visit, there’s several steps that have to happen and they have to happen perfectly because like we talked about in people, processes and technology, like we talked about in process where we have revenue and patient retention/patient experience, everything has to happen perfectly. If it doesn’t happen perfectly, you’re affecting the patient relationship. If the relationship doesn’t happen perfectly, you’re affecting the ability of that patient to really understand chiropractics, stay longer, get great results and refer other people. This is, when you think about this stuff, it should be thought about with a sense of urgency. Managing should be in your life blood. It should be part of your core of who you are. It’s not like you want to manage a business. It’s just that you want to manage the patient experience the best you possibly can. Quantify the work, again management three steps. We’re going to talk about quantify. Sorry if this is, I don’t know if this video is kind of backwards, but it’s just the technology, the way it’s working right now. Quantify the work. That means your processes, and not just your processes, but every single step in a process has to be documented perfectly in detail. It has to be, like I said in the last video, it has to be revisited on a regular basis. I’m not saying every week, or even every
Three most common people problems
Hey everyone. Dr Brian Capra here from Genesis Chiropractic Software with another episode. Today I want to talk to you about the three most common types of people problems. And I mean, by people I mean your team, and when I mean problems, the things that cause them or prevent them from performing to their fullest level and serving the function in your office and your business. Number one is a training issue. So we talked about recently, people process technology. We talked about how the technology should, especially with Genesis, would show you by the end of the day how many tasks, or during the day, how many tasks each person in your office would have to perform. And then by the end of the day you’d know what was left, if anything, which there shouldn’t be anything. But what if there was something left over that wasn’t completed before the end of the day? It’s an easy conversation. It’s proactive, you’re proactively managing the patient experience. So now you go on there and you go to your team member and you say, “what happened? There’s 10 of these tasks left over.” And you look at them, let’s say they’re all 10 are no shows. You might be concerned, you might say, “Hey, you know what? Why haven’t you followed up on all these things?” And they may say to you, “well I just started on Tuesday and I don’t know how to do that one thing.” So there you have a training issue and they just need better training, but at least you were proactive about it. All right, so that’s a simple one. Training issue. Second example, the second most common problem is a capacity issue. Capacity is very simple. “There’s 10 things leftover. What happened? How could I help you with these 10 things that are left over?” “Well I did 50 and those are just the 10 that are remaining.” So now we can see that they are just purely out of their capacity to be able to do that amount of work for that simple problem in the practice. So now they go in and you say, okay, we may need more team members, we may need to automate certain things. Maybe if we turned on text reminders and appointment reminders and emails and things like that, maybe that would decrease the need for how many no shows are happening in the practice. Maybe you see a 2000 patients a week and there’s only 10 left at the end of the day, yet you still have a capacity issue. So you can automate in those cases or sometimes you really just need another person. The third type of thing that can happen, pretty simple is a wrong seat, wrong law office type of problem. So in that case, you have a situation where you go to that person and you say, “how come you haven’t called all the no-shows or how come all these re exams didn’t get scheduled today?” Or whatever the case may be, they may say to you, “you know, I really, really hate doing that thing, that type of task, I hate doing it. It’s too confrontational for me. What I’d rather do is call companies and follow up on insurance claims or handle care plans or financials or whatever.” So in that case, you have a great person on your team that wants to work real hard, but they’re just in the wrong seat in your practice, meaning the wrong role in your business. And so you have a good person in the wrong seat. So that’s a wrong seat problem. Now, the wrong practice, wrong business problem. Now you have a real problem. So this should be mitigated by some of your upfront hiring protocols, how you hire people, how you find people, how you find people to apply for your office, your application process. I definitely recommend you work with Chiro Matchmakers if you’re a chiropractic office. It’s a staffing company for Chiropractic offices, they do a lot of profiling, making sure you’re hiring the right person for the role you’re looking for. But if you get somebody in your office that understands the mission of your business, your why behind your business, your core values in your business, and you hire them for a certain role and then they tell you they hate it, it could happen. It does happen. They’re just in the wrong seat or the wrong business, They’re working for the wrong type of business. Now, what’s great about technology with Genesis, since you know right there and then, the day that there’s too many tasks that are left over, and as soon as you confront the person about that, and it’s not confrontational necessarily, but you’re going to approach it in a proactive way and say, “how can I help you with that thing?” And they tell you, “you know what, I hate doing that thing and I never am gonna like it. And I hate this.” Basically, it’ll come up pretty quickly. You’ll figure out, you might shift them into a different role and they don’t perform there either. So then you have the wrong person in the wrong business. So we talked about there’s three types of common issues with staff, with people in your practice, your business. One is training, two is capacity and three, wrong seat or wrong business. So this pretty simple short video I definitely, to prevent, the capacity and the training issues are easy. Even the wrong seat is relatively easy. Preventing hiring the wrong person, that’s a bigger problem. You want to make sure you have really good hiring processes. I definitely recommend you work with Chiro Matchmakers to make sure you get the right person for your business, before you find the right seat for them. Okay. Thanks so much. Have a great weekend. I’ll talk to you soon.