Genesis Chiropractic Software Marks More Than a Decade of Integration with Cash Practice Software & Training
Genesis Chiropractic Software, the leading provider of technology solutions and chiropractic billing service systems, today marked more than a decade of integration with Cash Practice Software & Training, a solution that increases chiropractors’ cash collections and patient retention. For the past decade chiropractors nationwide have implemented this best-in-class integration that provides real-time synchronization of patients and payments. “For more than a decade, the synergy between Genesis and Cash Practice has provided chiropractors with unparalleled opportunity,” said Brian Capra, DC and President of Genesis Chiropractic Software. “Our best-in-class integration has been proven to save time, increase productivity and patient retention as well as cash collections and substantially increase profits.” Additional benefits for chiropractors include: Saving more than 40 payroll hours per month Both solutions are web-based Single sign-on Auto-posting of payments Delivers more than payment processing with easy access to Care Plans, Wellness Reports and Payment Processing – including gift cards and online payment forms Drip-Education email marketing system & auto-debit system Cash Practice Academy Increased convenience Unique features Cash Practice offers chiropractors include: Payments can be processed within the client record, whether it’s a recurring payment or one-time. A sales receipt can be emailed to the client. If a payment is declined – staff will know instantly with a pop-up on screen. The system will then email a patient directly giving them a button to click on, allowing them to pay online. In the Point of Sale Section, staff have the ability to process a payment. For example, if a nutritional supplement is sold, it will auto-populate with a patient’s information and allow staff to automatically email the patient a receipt as well as pre-fills, Drip-Education campaigns – including educational information, patient reminders and more. “Genesis initially reached out to us for payment processing because Cash Practice offers its clients so much more value than the competition,” said Miles Bodzine, DC and Owner of Cash Practice. About Genesis Chiropractic Software Genesis Chiropractic Software from Billing Precision, LLC was designed by chiropractic business owners with both patient experience and practice profitability in mind. It provides a complete chiropractic practice management system in the cloud that supports every role in a busy chiropractic practice, from the owner and practitioners to the front desk and back office. It automates the vast majority of standard tasks, including patient relationship management, revenue cycle management, compliance and office management. Its exclusive workflow functionality continuously improves productivity, control and predictability, fostering teamwork and time savings, which leads to greater profitability and practice growth. About Cash Practice Software & Training Cash Practice® Systems provides software and training for running a successful cash-based practice. Their suite of cloud-based programs are designed to reduce a doctor’s dependence on insurance and increase their cash collections whether they still accept insurance or not. The four systems include The Wellness Score® for creating report cards for health, the Cash Plan Calculator® for creating compliant payment plans, the Auto-Debit System® for recurring credit card payments and the Drip-Education® Email Marketing System for email marketing. For more information visit https://www.cashpractice.com/ or call 877-343-8950 ext.101.
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
People Process and technology and the audit
Hey everyone, Dr. Brian Capra here from Genesis Chiropractic Software and Billing Network. Tonight I’m going to talk to you about how insurance companies leverage people, process and technology to beat the heck out of us and really kick us when we’re down, take our money and use it to audit other chiropractors. People, pretty simple one actually, a lot of their work is outsourced. We’re going to talk about automation with technology where they’re able to actually automate so many things where they don’t even need people. But when they do need people and you call, who do you get? You’re actually talking to somebody in India. So what do you think they’re paying them? They’re paying them maybe a dollar an hour. They’re paying them for your team member to call them. Hopefully it’s not you because it’s even worse if it’s you. But if you have a staff member calling them, maybe you’re paying them whatever you’re paying them, 12, 13, 14, 15, maybe more dollars per hour. That’s what you’re competing against. That’s the cost that they know they’ve got you beat as soon as you pick up that phone. Just by picking up the phone, you’ve lost. That’s the simple of it. That’s people, super simple. Process, let’s talk about your process. I have some notes. So forgive me if I’m looking down at my notes. Let’s talk about your process versus their process and how much manual labor there is on your end and how much manual labor there is on their end. Remember now, you’re paying somebody 15 bucks and hour. Let’s say they’re paying somebody nothing, well very little relatively for their manual steps. Let’s look at how many manual steps you have compared to them. So manual steps, benefit verifications, pre-certification, hunting and pecking for codes, modifiers, diagnosis code links, units, ordering your diagnosis codes, all that beautiful stuff. Documentation of your visit, submitting the claim, correcting claims that were wrong, posting EOBs, submitting to secondary insurance companies, finding unpaid, underpaid and denied claims, calling and following up on those claims, submitting supporting documentation when they ask for it, resubmitting claims, collecting patient balances, which is like a job in and of itself. Think of all those manual steps. You would need somebody to do them and you’re paying them whatever you’re paying them per hour. Let’s use 15 bucks an hour as an example. Now let’s look at the insurance company’s manual steps. Again, they’re leveraging all these things. Every business is made up of three things, people, process, technology. All they do is say, “How are we going to make it cost way more in people,, process and technology for the doctor than it will for us?” Not to mention, they have unlimited money. So let’s look at their manual steps. Answer the phone, when you call to follow up for an unpaid, denied underpaid claim, if you call, or if you call for benefit verifications, or if you call for pre-certs, then the other manual step is auditing you. That’s pretty much it. Why? Let’s talk about technology. They, again, have unlimited money and they have a huge database of doctors submitting claims to their database. They have massive amounts of money to invest in technology which includes automating all those steps, automating certain steps, and then using artificial intelligence to find the doctor that’s most likely to lose an audit. They look for trends. They look for trends in claims, your codes, your documentation, your follow up on claims, denials and underpayments and all that, or lack there of, if you don’t follow up. They automate the claim receipt. So they’re not actually having somebody receive a claim anymore and then process the claim. It’s just getting to them and it’s being processed through their technology in an automated way. They’re automating the claim receipt, the denials, the payments, the underpayments, the pre-certs, the ID of candidates for audits. So they’re automating all of that. Forgive me, I just lost my page here, so give me one second. They’re automating also, identifying the candidate, the people who are most likely to lose an audit because they have all of this mass amounts of data. This technology is spitting out, “Hey, this is the list of doctors that are most likely to lose an audit.” The insurance companies are not paying people to audit you. They’re not paying auditors in most cases. Those auditors are paid a percentage of what the actual settlement will be. There’s no loss for them. They don’t lose money, other than the technology they’ve invested in, once they find you and outsource you for an audit for the most part. I don’t want to oversimplify that. There’s a little bit more details. For the purposes of this video, just want to make sure you understand that once they outsource that and that person is getting basically a commission on your audit. Then there’s the audit, and now you have costs associated with that for yourself. Obviously, just the costs of hiring a legal team, but how about the fact that they send letters to patients saying, “Hey, FYI, your doctor is being audited.” How about a new patient killer or practice killer and attrition risk for your practice where patients are getting letters from their insurance companies saying, “Hey, your doctor is getting audited.” I’ve heard stories of clients that went through audits before they joined Genesis where they actually showed up at the patient’s home and knocked at the door at night waking the children up and saying, “Hey, did this doctor do this? Did you get these services at this doctor’s office? Because they didn’t support the proper documentation.” Just showing up at the patients’ houses. You also obviously have the legal defense. Those expenses are going to climb. You’re facing losing your license because once you get audited, there always a chance that … The best case is
Software Support Pitfalls – Chapter 14
Chapter 14 Software Support Pitfalls Where Software Support and Training Go off the Rails Software companies are notorious for overpromising and underdelivering. After you’ve paid for the software and start using it, you realize you’re not getting the support you need. At Genesis, we’ve identified what the problems really are: Having to stop your busy day and call the vendor every time you need support Wasting time on hold Leaving voicemails and sending emails that disappear into a black hole Forgetting that you sent the email or left a voicemail until days later when you need that problem solved again No way of knowing if someone is going to get back to you with an answer Getting their call when it’s not convenient for you What You Really Need What you really need is help when and where you need it. Usually, that’s in a specific part of the system. You need help relative to that problem in that part of the system. You don’t want to search the entire help system just so you can find the answer you need. You need the answer to your specific question right then and right there. What about new staff members? Who trains them? How often does that happen? You start on a system with the staff you have, and then you get a new team member. Who trains that person? Usually, the person who left is the person who knew the system the best. So how do you get the new staff member into the system and proficient in the system right then and there without you or someone else being responsible to train them? Genesis provides consistent training. If we didn’t, you wouldn’t get the most out of the system. I hear this all the time about other systems: “I don’t really use all of it. I don’t really know all of it.” This is an important concept. You need to be able to improve how you use the system over time, especially with Genesis. During the onboarding process, it’s easy to get the basic training on Genesis, but there’s so much more to Genesis. We make sure you get more and more out of the system as you go. The Onboarding Phase What data can be transferred from other systems? I get this question a lot, so it’s worth taking a minute to go over it. Patient demographics—name, birthdate, phone numbers, email address, mailing address—can be exported from most other systems and uploaded to Genesis. What cannot come over from other systems? The short of it is that data are stored differently in each system. They include billing and accounts receivable information (although you can add what the patient balance was in your old system), care plan data, images such as X-rays, and so on. The key to getting really great support with Genesis starts in the beginning with the onboarding process. Transitioning to a new system is never easy. There’s a lot that has to happen. Each new Genesis practice is assigned an onboarding manager who is dedicated to making sure everyone in the practice gets the training they need and that the practice is on track for the go-live date. Transitioning to Genesis usually takes six to eight weeks. On the first video call, the onboarding manager reviews things like these: Practice style, goals, and the go-live date Generating logins for each staff member System setup such as appointment types, fee schedules, hours of operation Mapping out the training steps for each staff member Sending test insurance claims Applicable third-party integrations such as credit card processing Each staff member’s required training tasks and how to use them Showing the owner/office manager how to track the staff’s training progress Where to find help in the system and how to reach the support team The schedule for future onboarding calls After the Onboarding Phase Training tasks Training tasks are role-specific for the practice, which means a CA’s tasks are different from an office manager’s tasks and a doctor’s tasks. Each staff member gets a series of tasks, one at a time. Each task is on a specific part of Genesis they will need to know. The task contains a training video and other explanation content, if needed. As staff members complete their training tasks, the Genesis team reviews them for accuracy and completion. If there are questions or corrections that need to be made, all of that is logged inside that specific task—sort of like a chat transcript. If screen-share training is needed on that task, there is a link the staff member can click on to schedule the session with the next available Genesis team member. That is a key step in the process that ensures everyone is “getting it” before the go-live date. In some cases, it also helps reassess if the go-live date is still realistic or needs to be adjusted. You’re starting to see how we’ve eliminated unnecessary phone calls and emails and improved results, accountability, and tracking. Showing the owner or office manager how to track the staff’s training tasks is the key step in transitioning to this new type of technology. In essence, this step is training the owner/office manager how to manage their staff using Single Point Management for everything in the practice moving forward. New Staff Members New staff training is vital to the ongoing success of a practice. Most software companies are unaware when a practice adds staff. At Genesis, we know exactly when that happens. In essence, we treat each new staff member the same way we did in the onboarding process. We proactively reach out and make sure their training tasks are mapped, ensuring a smooth transition to your office. Keep in mind that since Single Point Management is sending them tasks anyway, they are well aware of the things they need to do every day in your office. All you and your staff have to do is teach them how you would like them to
