Cool Technologies to Leverage Patient Engagement – Dr. Beauchamp

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Welcome to ChiroSecure is empowering women in chiropractic the Facebook live show for successful women by successful women. Proving once again, women make it happen. Join us each week as we bring you the best in business growth, practice management, social media, marketing, networking leadership, and lots more. If it’s about women in practice and business, you’ll hear it here. [inaudible] now join today’s host dr. Nathalie Beauchamp as she talks, impact exposure and systems. And now here’s Dr. Natalie [inaudible].

Hello and welcome to the show empowering women in chiropractic. Uh, thank you to ChiroSecure, to put on this amazing, uh, show that I’m lucky enough to go host, uh, with a, um, pack of other great doctors and, uh, people that are bringing value to us. Uh, health practitioners. Um, my name is Dr. Nathalie Beauchamp. And what I’d like to do today is talk about my favorite tools when it comes to either creating content or, uh, keeping my patient engaged. So I’m going to talk about five of my favorite tools and technologies. Um, and I think there’s going to be, uh, uh, this part one and part two as well. Cause I love technology. I love to leverage it to make myself more efficient. So the first tool that I like to use is a tool called beautiful AI. And I’m actually the PowerPoint that you’re watching.

Um, right now I’m calling it PowerPoint, but I don’t know if it’s not PowerPoint anymore. What do you call it? Your slide show, I guess that I’m using is built on this. And I discovered this tool about, Oh geez, a year and a half, maybe two years ago. And it’s just made me so much more efficient in term of having all my presentations under one roof, meaning it’s cloud based. So it allows me to work with other people on my team as well, because you know, you travel, you have stick, you might upload it to Dropbox or Google drive, but the format is never the same. And then you’re thinking, Oh, I want that slide from that presentation that I did. And you can’t find it well, now it’s all there. And you can switch slides quite easily from one presentation to the other. So this is a screenshot that I took of what it looks like.

So this is a presentation that I designed. I picked a font. I pick, uh, I picked my color scheme on that. Uh, so it’s easy to set up. Uh, they have amazing, uh, templates that you can choose from. Uh, you can choose your font, the footer, if you wanted to logo. I mean, it’s, it’s very intuitive to use as well. And of course the more you use it, the more efficient you get added as well. This is also a screenshot of the templates that they have, and it goes way further down. Uh, and me, that’s not a graphic designer at and can draw very well.

This allows me to do that

A lot of stuff on my own that I don’t have to reach out to my graphic designer for a diagram or, or, you know, if I’m trying to organize my thought, like it just, it’s just brilliant. So, uh, you can do comparison. You can do data chart. I mean, the sky’s the limit, what you can do, um, with this, and there are stock photos are free and they’re actually pretty good, but of course you can upload, uh, ones that you might have paid to other, you know, stock fresh or, or other platforms like that. They have also pretty decent icons that you can, um, select. So it’s just overall fun. I actually, um, enjoy using beautiful AI. And like I said, to switch from one presentation to the other, to copy some slides. And even if you just get tired of a certain template, it’s, it’s a click of a button and everything is changed so strongly suggest it’s not too expensive.

I believe it’s about $120 a year. And just the fact that it’s cloud base, you know, just gives you access to it whenever you want, which is fabulous. The second tool that I am using is called Camtasia studio and I’ve used it, uh, quite a bit for many years. Actually. All of my videos that I record for my online program is just such a great tool. Uh, it’s easy to do. So I just took a screenshot of, you know, when you click on Camtasia, when it’s installed and it can also be used on either a PC or a Mac. So you decide if it’s a new project that you’re editing, if you’re transporting some, some videos and it can also do audio, or if you’re doing a new recording, then you just press the record button. You can have your camera on or off, you know, when you record something and you know, you, your face in one of the corner, uh, you can turn it off if you don’t want to, you can share screen it’s, uh, again, it’s pretty intuitive and it kind of looks like this.

This is a screenshot that I took up, her presentation that I recorded. And basically once it’s recorded, I added a, an intro video that I have that’s branded, uh, to my logo and myself. You put the intro and outro, you could, you know, play with it if you want to fade with some intro music as well, but it’s pretty easy to figure out. And once you’re done, you just render the video. Like I said, in MP4, or if you just wanted to pull the audio, you can render it in MP3 if you’re using, uh, using it for a podcast. So strongly suggest it. Uh, again, even if you’re not super tech savvy, it’s pretty intuitive. I have a have tried to use those other ones, and I always seem to come back to this one just because of its ease, the other, um, tool that I really liked to use.

And that’s another one that I’ve been using for quite some time is called, um, webinar jam. And I’ve been using it for geez, probably six or seven years. And I have to say that they’ve come a long way now with the platform in terms of what it offers. And basically you can run and tires, webinars in term of promotions and email and reminder you have your green room. Um, I do use zoom quite a bit for conferences, but when it comes to, uh, automate, automate a webinar, I think this is a tool that, uh, that that’s pretty amazing. And also what they have is you can do, uh, make the webinar evergreen as well, which once you’ve recorded it, then you can, uh, give access, uh, to people, uh, with their evergreen component. So this here is a screenshot of what it looks like. Uh, again, very intuitive software.

Like I said, they’ve come a long way. Uh it’s um, not necessarily cheap, but if you’re running a lot of webinars, my goodness, it is so, so, so worth it. And you see, uh, here webinar jam and ever webinar as well, which I believe you can, uh, purchase webinar jam on its own and add, uh, ever webinar if you do want to. So you can clone a previous presentation, so you don’t have to start from scratch. You can, um, I’ll show you in a bit here, but look at your, an elliptic who has registered and it’s just so, so, so convenient to have everything in the same spot. So once you decide to do a webinar, I always clone a previous one. You can configure decide on descheduled the registration, what kind of notification you want to, um, give them either a communicating through email or a text as well, uh, because it has an integration for, for texts as well.

It also has an integration with, um, my email software. I’m using infusion soft, so easy to integrate that, and you can custom your registration page. Thank you, page your green room. And again, I’m not a, an artist here and it’s really easy to do, uh, there’s replay link that can be sent, uh, after as well. So I’m doing a lot of webinars these days for lunch and learn. And when people, um, I do tell people that if they can’t attend live, they will get the replay link soda. I don’t even have to think about it. And the cool thing too is if you’re promoting something, you can insert a landing page. You want to drive people to so a cool way to do that. And if you’re coasting, which I’ve done, uh, you do have different link, uh, for the different presenters. You can, once you’re in the green room, you can, uh, do an offer, uh, that at any time you can promote, you can do a poll as well.

I always start my webinar by asking question, uh, in term of, uh, you know, whatever the topic might be to engage people. There’s also a chat, which you can make visible to everyone or not. You can kick people out of the room. Let’s say if you had someone that made an appropriate, uh, an inappropriate comment or something like that, um, what else can it do? Uh, you can also, and, um, import your, your slides and run it right in the webinar. You can do injection of videos if you want it to do that. Um, again, and then you have access to, let’s say the chat log after, uh, you could do a survey right in it as well. So the features are pretty amazing. And like I said, I’ve done many and a software platform as never let me down. And like I said, the optimization is really, really, really good.

So I talked a little bit about an electrics. Uh, so this is, you know, um, analytic of a webinar that I’m doing, um, this week. So how many people visited the registration? So you can track your percentage of registration. So now of course this is a higher percentage because I promoted it mostly to my existing lists. So people know me, if I was running a Facebook ad to a webinar, uh, to someone, uh, to people that don’t necessarily know me, maybe the conversion wouldn’t be as high, but it’s, it’s also fun and exciting to look at your number and, uh, seeing the interest, uh, as well. I think, um, it’s important to mention that many people are working from home now. So webinars, we’re kind of passe a little bit. Uh, if we go back to let’s say last February, but now, because more and more people are not at work and they want the interaction.

I think webinar coming, uh, back in strong force, I myself have done, um, some, probably every two or three weeks. And the registration rate is just increasing, uh, which is really nice. So it’s a great way to deliver value to our patients. So that’s that for a webinar jam? The next one is a one that’s called jot form. That’s another one that I’ve been using for the office for quite some time. Uh, so I know a lot of chiropractic software now have integration of forms, but I’ve looked into my chiropractic software and I just didn’t like their forms. And it was a little bit glitchy. And because I already had a pretty good system going for many years with this, it made sense for me to just stay with that one. So this is a screenshot of our patient’s form that we have on our website.

So if you were to click on the online form, you would get straight to the online jot form. The patient fills it out. When they click submit, it goes directly to my friend desk and they have the questionnaire let’s say for the new patient that’s coming in. And then obviously to it, to the side of it, there’s a downloadable PDF, which a job form allows you to have as well in case, uh, for us in case somebody doesn’t have a computer or, uh, I don’t know for what reason, but sometime with elderly patient, uh, the, um, the form. So jot form does allow you to, uh, PDF. So this is what it looks like, uh, inside of the platform. Uh, all the forms are there. And the cool thing too, is my staff will get an email notification, but if they go into jot form, they will see that they had a new, uh, notification.

So if it’s a new patient request, uh, because this is one of the form, um, and they might have missed it in an email, they go in there and they can see that this hasn’t been addressed. I also do my, uh, re-evaluation questionnaire there. You didn’t see that on the, um, on the forum page, but this is a link that we send to our patient to say, Hey, uh, we’ve scheduled you for your final scan. If you don’t mind doing this, uh, quick, uh, health, uh, progress report, they do it. And I also CC’d myself on all of those, uh, email, so I can have a quick look at the questionnaire even before the patient comes in, uh, either as a new patient or their progress questionnaire. So it just it’s, it’s like glance for me to see. Oh, yes, yes, yes. Oh, okay. So it’s, it’s really visual.

Um, the way that the habit and I use it for, uh, other project as well, and you’re able to, uh, classify, uh, your job. This is what it looks like inside. And again, this platform, like I said, I’ve had for many years, they’ve come a long way. You can now insert a video. You can take payments, which we have actually, uh, we ran a thermography clinic and, uh, we asked people to, uh, pay before they book their appointment JotForm, uh, syncs with square quite easily. And the forums are really it’s it’s drag and drop. It’s really easy. I’m able to do it, uh, quite nicely. I mean, you could go deeper into some coding if you really wanted to, um, make it, uh, look amazing and go complex. But I really don’t think that the need is there necessarily. This is again, another screenshot you can trigger emails, you can enter.

Great. There’s a thank you page as well. Like I said, it’s pretty intuitive and you can keep it simple. Uh, you can have multiple choice. You can have a dropdown choices. Uh, like I said, if I can design one, uh, in five minutes, it’s, uh, believe me, this is something that, uh, you can use, um, as well, so strongly suggest, uh, dis technology and, uh, expensive either. And so if you’re not satisfied maybe with what your, your chiropractic platform or your practitioner’s platform is giving you, uh, and again, it’s cloud based so I can access it from anywhere, which is also a plus. And the last technology that I want to talk about is something called lead quizzes. And I’ve been using it for many years. Actually I’ve used other ones, but this one is, um, really easy to design the quizzes, the look good, cause some of them are more complex for them to come out looking professional, but this one is fairly easy.

So I took a screenshot of one of the, um, quizzes that I have. Are you suffering from carpal tunnel syndrome? This is one obviously for, uh, the clinic. Uh, we have another one here, a general questionnaire for, um, to, to ask people if they would benefit from chiropractic care. And then obviously you can, um, arrange the answer in whatever order you want and whatever you want people to do for each. It also enter great, uh, through zap, zap your, uh, with my infusion soft. So let’s say somebody ends up doing a quiz. I can then trigger them to go in an educational campaign. If it’s a specific topic, let’s say for a headache, I have a headachy book, so I can nurture, um, these, uh, people, depending on whatever topic they want to focus on. I’ve used it for my book as well. Uh, I’ve had, and I think that’s the next screenshot here.

I’ve come up with a health hacker personality type. And, uh, we had great respond with this one. We, you know, you can run Facebook ads to it. And I know that recently lead quizzes paired up with, uh, Google ads. So we’re looking into disintegration as well. So it’s great to put on your website because we have different landing pages on different health conditions or, or, uh, body signals. Uh, so it’s nice to have the personal touch of a quiz, uh, you know, for headaches for carpal tunnel syndrome, for sciatica, the things that maybe people are not quite sure if, you know, that’s the issue that they’re having. And of course, you know, we’re not pretending that we’re diagnosing anything, uh, is just, uh, pointing them in the right direction and letting them know when they can do and what action step they can take. So this, uh, was, these were five different tools that, um, I’ve used and I constantly use cause preparing for this, um, the show today, I was thinking, what do I use?

So I made a laundry list and I’m, I was at 10 pretty quickly. So those are five of the tools that I use to engage patient, for instance, that a webinar and to be also efficient, uh, you know, with the forms and also from a marketing point of view for the lead quizzes. So hopefully you look into those and see AFD fit, uh, you know, in your, uh, systems and operation, but those are tools that are pretty inexpensive. When you think about it, that can really help you leverage, um, you know, us getting out there and sharing the chiropractic message. So thank you so much for watching the show. Again, my name is dr. Nathalie Beauchamp, and I’m very thrilled to be part of the empowering women in chiropractic bringing, you know, what we are doing in practice currently and sharing our insight because at the end of the day, we all win when we learn from each other, um, because there’s always something that we can do better and do different to reach our, a bigger audience. So thank you very much for tuning in

[inaudible]

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How the Pandemic Cemented Drug-Free Pain Management’s Place in Healthcare – F4CP

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Welcome to ChiroSecure’s Facebook live. I’m Dr. Sherry McAllister. I’m delighted that you joined me today, friends today. We’ve got a very important topic ahead of us. And with you joining me the Foundation for Chiropractic Progress and all of the opportunities we’re going to change the way patients around the nation are looking at chiropractic and why it’s so important. Why? Because today’s presentation is all about how the pandemic cemented drug free pain management place in healthcare. That’s kind of the key and the opportunities now for us to really explore what that’s gonna mean for September 1st and foremost as normal, you know that we can’t do this without our corporate sponsors supporting our nonprofit, granting us the opportunity to create the materials we need to educate the public about chiropractic care as always a special thank you to Cairo secure for inviting us to present this month, live Facebook series, as well as we jump in.

I want you to be prepared because a lot of what we’re about to see today is going to be happening in September. And you’re thinking it’s July, you’re going to blink your eyes. And before you know it, if you’re like me in this COVID whole world of chaos, and what day is it? And who’s doing what, um, it’s going to happen before you know it. So my job today is to bring you in as my chiropractic family and explore how we’re going to make drug free pain management awareness month, the best month ever to explore how we’re going to help those that are in need. And speaking of need, the reason numbers show that 128 people die every day from an opioid opioid overdose. This is why we have the foundation for chiropractic progress. Started the drug free pain management awareness month campaign almost four years ago.

It’s to be celebrated each September. We need to help reach our communities with drug free care options. This is more important now than ever before. Why? Well, the obvious is there’s so much going on in the world so much negativity and not only are lives being lost, but the current state of suffering and people in pain due to the pandemic is real. COVID made things exponentially more challenging than before. And a pandemic made with an epidemic is statistically worse. In fact, one of my colleagues at the CDC called it the pain DEMEC and I’m going to be going to a griefing through Congress on Friday, about what this looks like and how important it is. And let me tell you chiropractic friends that we have an extraordinary opportunity to make more people aware. And that’s really why this whole July preparation is so critical. Well, people are suffering with mental health issues due to the stay at home orders.

Those with high intensity, chronic pain need our help. And this month is more important than any other September campaign we’ve had in the prior months. Consumers need chiropractic care more now than ever where we’re still at a losing high number of people on opioid overdose. We need to work harder to build greater awareness of chiropractics importance and not only the opioid crisis, but how we work in the pandemic to help people be aware. And one of those awareness pieces is really working with collaborative opportunities at the foundation and with your health. We want to be able to touch the lives of all sorts of consumers coming from all areas. The FRCP is actually very honored to work alongside organizations that are committed to countering the U S opioid epidemic. We have teamed up with groups such as the American Society of acupuncturist, crossover health, the Institute for natural medicine, the international association of yoga therapists, care notes and hope out of Ohio, which stands for health and opioid prevention education through our collaborations, we’re going to be putting forth the information to the patients is they’re the center of our care.

We’re able to start building bridges that we’ve never done before. This will increase our in our visibility and showcase. Chiropractic is a safe, alternative to opioids and the collaborations are real. They’re real in your community. And this is what the foundation on a national level is doing. I want to walk you through how you in your practice right now become the person who reaches out and increases our awareness and start building the opportunities that we vastly have explored in the past, but are now so, so very important. So what are on your July to do? Let’s start with the beginning of what to do. We want you to contact your local legislative body. Now this could be your board of supervisors for your city council requesting a proclamation for the month of September to Mark. September is the drug free pain management awareness month. We’ve created a customizable letter template to accompany your proclamation.

So what I’m saying is I’m making this perfectly easy for you. It’s plug and play. You can give it to your front desk to do your back office person, whoever fits the bill for you, because I know a lot of people are still working from home, and this is an opportune time to actually get people, to pay attention to what you’re doing. No time like the presence. In fact, what I often tell my staff is you miss every shot you don’t take. So let’s take some shots this September, because it’s really gonna make a difference. So we are going to take your customized easily formatted template letter, along with the proclamation file. And you’re going to make it a town city and or state, um, opportunity. And as you go through this, you’re going to see how simple it is. I’m just going to show you here’s the letter template.

I know you can’t see a lot of it, but let me tell you this. As you see this, this is just a screenshot of the proclamation letter. It’s just an easy, you’ll see the blue, you just fill in the lines and this customized letter will then go along with your proclamation. And you’re going to start to see that it all falls together. Here’s the proclamation itself. And along with this letter template that we’ve developed, we want you to send this exactly how it is to your local government, because we have strengthened numbers. That’s the best and beautiful part about chiropractic is we’re a pretty thick group. We’re strong, we’re mighty, and we love to get involved. So we want to make sure that we’re doing, we’re putting our best foot forward. We want you to put this letter forward and see what interest you get.

Because if anything, even in your local newspaper, if you wanted to just reach out to them and start putting, you know, that this is September drug, free pain management awareness month, all sorts of opportunities can come your way. But more importantly, you’re reaching the person that really matters. That’s that person in really intense pain that really doesn’t know where to turn in, maybe at their wit’s end. And you happened to be that person who showcases that you care and have an opportunity and they become more aware. So I just want to put that out there. You have a law, a lovely letter, an easy proclamation, and then you can move it forward, but it doesn’t just stop at the local legislative level. We want you to start reaching out to your community, all the healthcare providers in your community bond with them create those cohesive collaborative opportunities that the foundation for chiropractic progress has put in place.

Here’s one of them. This marketing implementation toolkit is a downloadable resource for you and your staff to review and implement at your practice. In fact, this version includes methods to reach out to other healthcare providers, such as medical doctors, to build more referrals and more relationships. You don’t know what they think of chiropractic until you pick up a phone or send an email. We have plenty of resources. And if you’re not a member of the foundation, yet I encourage you to be, to be one because we’re binding together as one solid force of showcasing the benefits of chiropractic care. So the time no better now than than any other day to start getting things made easy for you. No sense in reinventing the wheel, this implementation toolkit is all yours. All you have to do is implement it. Everything I have is you have to take action.

Can’t do it for you, do a lot on a national level for the profession, but we all have to work together. There’s a couple of studies that are very important. I need you happen to be able to during COVID just have a conversation on the phone, or maybe you can decide that you’d like to do your social distancing and have a cup of coffee on a, an afternoon, or maybe a breakfast. Talk to them about the studies. Are they aware that? And if we start talking about costs and cost savings, a third party payers, other healthcare insurers, even corporates, are looking at their bottom line because right now the time is really important to start looking at how do we take care of our employees? How do we take care of our staff? And what are those? The things that we can ensure that make the greatest benefit or the return on investment in 2011, there was a study that came out that analyzed 26 studies concerning healthcare costs for low back pain.

The interesting part was when you looked at the multidisciplinary approach involving the non-pharmacological care, such as our spinal manipulative therapy, physical rehab exercise, what they found was the cost affective opportunities were there for the patients. The other study that is very important on cost savings that you can look at. And I encourage you to really start to read some of these studies that are found in the research papers that we have is that when you start looking at cost per value, the MD and the DCS, the change was over $1,600, less for uncomplicated, low back pain. When you took a chiropractor involved. And when it was more complicated, it was an $1,800 savings. And these numbers actually will matter as we start spreading the word on how chiropractic is a viable, safe, effective, and cost effective opportunity. And we like easy. I know that life is busy.

We all get very busy. And when someone can just kind of lay things out in a simple, easy to use format, it just becomes almost robotic in, in implementing in your community, this drug free pain management awareness month. So as you can see right in front of me here, we have this monthly easy to use week by week strategy. It’s a snapshot that I just have for week one, look how jam packed it is. You don’t have to do all of it. You can pick and choose with your front desk or your, your back office person go through and see what works for you. This is your practice. It’s your environment to showcase yourself as the expert for those that are suffering. But I just want to remind you the action steps. You’re going to be working with us on implementing them in your social media cover photo page.

You could do it in the new pain management course that I’m going to talk about. And also you’re going to obviously sharpen your saw. Look, no one’s great at everything the first time. Um, but what if you did a YouTube channel video that you put in your newsletter for your patients, that’s a best way to really connect with them. They love to see you, um, chiropractors are known for their patient satisfaction levels. And so when you start reaching out to them, they’ll reach back to you. I referring more patients, Facebook, Twitter, Instagram, you name it. We got it. We’re going to take care of you. You just have to feel comfortable with what platform you want to use. When we’re talking about pain management. Now, I promised you that it’s not just about the patient. It’s also about you and your staff. So we have put together for those that are interested a course on pain management.

This is the cutting edge pain management. Many of you actually asked us for this, and we’re proud to share that we now have a pain management education course available for you for September and on while this is brought to you by the foundation, it was actually created by one of our very good friends at best practice Academy, Dr. Scott Munsterman, and he is generously sponsored by Novo pulse. This program is a 13 hour course. I know 13 hours sounds daunting, but it’s broken into a couple of ways to do it. You could do a six hour auction. You can do a seven hour option. There’s plenty of ways, but what the purpose of the courses is to get you comfortable with some of the pain management guidelines, some of the opportunities in some of the ways to which collaboration is being taken across the nation, it’s up to date, and it’s really reflective of how you can feel very confident with what’s going on with the CDC, the HHS, some of the new and latest research, some of the opportunities in collaboration, all of those are yours at your fingertips.

So if you happen to be interested in looking at this course, you can reach out to us after today’s presentation, and we’ll include a information link for you to find the drug free pain management course on, um, Cairo credit. And, um, we’ll be happy to ensure that you get the latest, greatest information on pain management. So you can be part of drug free pain management awareness month. As you grow, the patients will grow. And that is another piece of this. Now let’s talk about your patients. You have to inform them on what’s going on without you helping them. They’ll never learn on how bad pain management awareness month losses are. 70% of the patients that are passing away of drug overdose, or because of opioids, 128 are passing away a day from opioid use, misuse and abuse. The other pieces are our numbers coming down.

They are, but are they coming down fast enough? They are not. This is the reason why every life matters in chiropractic. And I think it’s so critically important that we start to use what we know and share with our consumers so that they can see that we’re not part of the problem. We’re part of the solution. Now, speaking of part of the solution, as we go, we all know that you’re building your platforms. Some of you are running. Some of you are starting to walk in depending on what, how many platforms you’re using. One of them that I highly recommend is LinkedIn. Now LinkedIn is a platform for healthcare professionals. This is your opportunity to actually reach business to business. You can create around your local area in LinkedIn, people that you want to chat with. You, you want to share what you do. And one of them is through LinkedIn articles.

Now, do I expect that a lot of you are going to want to write LinkedIn articles? No, that’s why I want you to link in with me because then you can share, you can share the research and share the opportunities and by sharing, you’re going to be showing that you care through your LinkedIn professional opportunities. This one particularly is on benzos are benzos, the new opioid great question. It’s a relevant article and we incorporate the current pandemic into the mix. Is this available to you to share via LinkedIn? All you need to do is link in with me. The more we link in together, the better off we’re going to be to providing the health care professionals around the nation and opportunity to really look inside, really start thinking about what’s going on. We talk on awful lot about opioids, but it’s also important to be able to be in the know when it comes to benzos as well.

For example, did you know that in 2010, there were over 6,500 U S drug overdose deaths that involved benzos 95% of us hospital admissions for benzos reported abusing additional substances, not to mention there’s a high potential for addiction associated with benzos. Realistically, the prescription rates are going up because it’s harder to write a prescription for opioids. So translation educate the public and the healthcare people in your neighborhood. That while we go from one, we certainly cannot go to another. We need better solutions, better educational moments. Speaking of educational moments, you are extraordinarily important to me. And that’s why I’m so glad you joined me today because today I’m actually sharing one of my free gifts. It is a new ebook and the ebook otherwise known as our electronic books is titled chiropractic care and effective drug free first-line approach to pain. This is the perfect opportunity to showcase our expertise during drug free pain management awareness month.

It’s important to know that the number of prescriptions filled by all Americans has increased by 85% in two decades. Have we really curved the pain problem, or do we really have to talk about a pill problem? This is what we as chiropractors face all the time. And I think it’s important that when we share these books, especially if you have a coffee meeting that we’re able to really showcase that we know all about pain management. That’s why the pain webinars are so important. And that’s why being able to be part of these webinars are so important. I’m excited to really showcase to you our September webinars. Every year we look forward to sharing with you and grabbing the very best in the nation that can talk about pain management. There are nine webinars for you to register for. You can register for all of them, be my guest.

And as a member of the foundation, if you’re silver or higher, guess what? You can watch them at your time. You go listen to them on the way to work, and you can watch them right before bed. If you’re a silver member or you get the recordings, but these webinars are available for everyone because we really do want everyone to be on the same page with us showcasing that we’re a really important opportunity for those that are suffering. We also have, as you all know, I’m seeing before a current roadmap, this is the September. Our annual roadmap is going to show everything for you in an easy to flow cover by cover presentation, by presentation, easy to walk through with your staff moment. Cause we heard you. You said, make it easy. You said take advantage of all the things that chiropractic do. Does it make sure the consumers are aware of it?

So friends that link below is going to showcase to you our September marketing roadmap. And that’s a critical component to being able to create what’s important for your community. Now I’d love to say this. You can do remarkable things. And I bring an example of remarkable things to you. This particular article was picked up and you can see it’s the tr the Tribune Chronicle by our own doctor, Patrick as McGirt, um, eyes muggers, sorry from I Ohio. This is a very timely piece. And we’re so proud of him, the state association, because they’re reaching out and they’re really getting the opportunities to educate the community opioid crisis lingers amid coronavirus. So if you can see, this is June 21st, this is the opportunities that we’re talking about. Being able to describe them and really showcasing how to bring awareness to it. Last week, we had an article in healthcare business today.

It touched on how healthcare payers could save significant funds and reduce the chances of longterm opioid use while patients experience low back pain relief by pursuing chiropractic care. First, this article is available to you, just Lincoln with me, um, just to give you some background, healthcare business today reaches more than 180,000 very specific individuals on a monthly basis with 5,000 email subscribers that are healthcare executives, top of their game in hospital situations, physicians that are making decisions for others and third party payers. So it’s a really important place for us to be, to showcase that we’re cost effective. And you putting this article out onto your LinkedIn pages, your social media, Facebook, Instagram, Twitter helps us get the word out because it’s not one person that does it. It’s a hundred thousand that do it. That makes the difference. And that’s why we’re imploring. You easy to do, just click share and away you go.

And that’s how we’re going to be able to win more awards. Now, speaking of awards, I bring this up because this is your award. We’re proud to share this from the foundation’s perspective, because we were awarded on the merit due to our posture article series a couple years back, you may remember there was this famous drawing and it was, it was by a neurosurgeon who is quoted as an expert in posture. Now each and every one of us sitting behind this computer right now knows that it’s rare that a neurosurgeon would get involved in posture until you have to do surgery. So chiropractors are properly trained posture, okay? Experts. And we needed to gain control of that spot because we don’t want it to be a surgical candidate. Before we start talking about proper posture, we need to start from ground one from the day that those little people have a backpack and we start educating them all the way through.

Well, let me tell you, the profession has never won a digital healthcare award and the profession wasn’t yet positioned to be experts in posture, but we should be because we are, that’s what we do on a daily basis with our patients. So alongside dr. Oz in many other big names in the healthcare world, digital we won, and it it’s a small but mighty opportunity for us to get ecstatic because we’re starting to make a dent in places we’ve never been before. So I congratulate you for being today on this Cairo, secure Facebook lives for being part of promoting posture and postural awareness, and also supporting the chiropractic profession on a national level. Now, as we move forward, what else do we have? Well, we do know we’re in the COVID world and we need to continue to educate our patients on what are the safety messages.

We’ve developed a ton of resources for you that align with current events and are appropriate for you to share. This particular image is a graphic that can be shared on your social media, on your, in your newsletter, showcasing what the doctor is doing to ensure CDC protocols are met. This can be printed for the office staff to hand out on their way out. It can be put on your, your website, or you can put it on your various platforms that you’re using. Just make sure you continue to showcase to them that you care and that you’re there for them. And in, well, it is a new healthcare environment. We hope that we will make an definite engagement with our community and it starts with you. I think one of the critical components that helps patients feel better is our connection with them, whether it’s virtual or whether it’s in our offices.

And that is why I thank you from the bottom of my heart in foundation, that we make a difference in September for those that are suffering and that we continue to Hanse their health with our education and our caring with our hands, our heart, and educating ourselves to be the very best we can be. I want to thank ChiroSecure for having me today. And please remember same time next week, ChiroSecure. We’ll be hosting another fantastic episode as well as we will be back this time. Next month, to share more of how we as a profession can continue marketing chiropractic and all the fantastic benefits that go along with it. I hope to have you join me next month. Thanks.

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Empowering Women In Chiropractic: Medicare – To Be In “or” Not to Be In – KMC University

Click here to download the transcript.

Good afternoon. My name is Yvette Noel. I’m a certified professional compliance officer. I am the education director for KMC university. I’m so glad that you could join me today. We’re going to be talking a little bit about Medicare everybody’s favorite topic, but as their education director, I have the opportunity to sit in on every new client that comes into KMC university. One to find out how we can better serve you and to, to find out any areas of risk and the practice. Most time I hear something that has to do with Medicare and those, and we always have that opportunity to help you get that cleaned up right away. And some of what I’m going to be discussing today is something new that we have seen. Well, not really new. It’s been around for a while, but a lot of it’s taken a resurgence and it’s concerning to us as a compliance company. I came to KMC university back in 2016, while serving here, I’ve served in the capacity of membership advisor. And then as the senior membership advisor and then moved into this job role of being the education director. And it is a great honor. I really do appreciate Kyra secure for inviting us to be with you today. We’ll look forward to spending some installments with you and I’m ready to get started if you are. So let’s go ahead and go on over to those slides together.

Well, we go to the slides today. You’re going to notice that we will be talking about to be in or not to be in with Medicare, taking a little bit Shakespeare on us today, but definitely want to talk about that. Very topic, have a couple of other things that we have on the agenda. We’re going to discover why it is mandatory for a chiropractor to be enrolled with Medicare. If you’re going to touch and Medicare patients, everybody’s kind of in shock. Don’t worry. I talked to a lot of people that are in shock that just thought they could get by. Well, what about if I do this? Or what if I do that? What about if you do, then we’re going to recognize the different types of Medicare coverage that are available for your beneficiaries to choose from and how you may want to react.

We’ll just do a little Britt high overview of that. Talk a little bit about qualified Medicare beneficiaries when we’re talking about, we’ve got to also think about even those types of Medicare beneficiaries. And then finally, we’re going to speak just a little bit about some hidden dangers with box 24 J it’s on that CMS 1500 form. And it all really does tie together here. So let’s go ahead and just dive right in. We want to make sure that anytime we say something at KMC university, you know that we’ve got something to back it up. And a lot of people say, but I was told this, but I was told that. And we’ll say, you know what? We’re not just saying it. We’re actually giving you the reference in documentation and regulations, guidance, statutes, and such. So we can see here that you must be enrolled to touch a Medicare patient.

When we look at that bullet point, it says the opt out law does not define a physician to include chiropractors. Therefore they may not opt out of Medicare and provide services under private contract. Don’t feel bad and don’t feel left out. They also do this to physical therapists and occupational therapists that are in independent, independent practice. And you can see there, it gives that explanation, but here it’s quite plain. This is why we are asking for some equality for us as a group of physicians so that we can opt out my opinion. You get a lower error rate because a lot of people would just opt out. They don’t want to deal with all that headache of documenting this way or documenting that way or doing it this way or getting the modifiers, right. Everybody wants to get it just right. And sometimes it seems like it would be easier to not deal with Medicare, but unfortunately, if you’re going to touch Medicare patient, it now is the reality of your practice.

So you say, okay, you bet. You’ve just shocked me. I didn’t realize that I’d always heard. I could just kind of stay out. I don’t have to be in and please tell me what I have to do today. Great news is KMC university can help you with it, but here’s some starting points. Of course, these are just some high level things you’ll want to establish your business with the IRS. I may have someone new. That’s just graduating from college or getting ready to congratulations to you as you start your new practice, but you gotta establish a business with the IRS as a starting point to dealing with any insurance and just having a business period next would be, you’re going to apply for a type one MPI, meaning you as an individual need to have that HIPAA number that allows you to talk between your practice and the clearing house and the payer.

All that just gets all wrapped up in that MPI. It’s that nice way to identify you without having to throw your social out there all the time next down, we’ll determine are you going to be par or non-par? There really is a very fine line in the differences between par and non-par. And it’s really about the money you’re still going to have to bill. You’re still gonna have to document and modify and everything. Same. The only difference is is as a non-par provider, you can say, huh, I’m going to accept assignment on these people, or I’m never going to accept assignment. You still have a fee that you’re limited to. You’re still having a document submit, use the ABN forms correctly. Everything’s the same. So when it comes down to being part or non-par, it is all about payment, it is so confusing. Those two terms, because with those two terms, if you’re talking about blue cross and blue shield, it’s simply saying I’m in, or I’m out with Medicare.

It’s, I’m enrolled, I’m not enrolled. And if I’m enrolled it’s par or non-par. So that is a confusing term to learn also the next to be apply for credentialing. Now, when we go to apply for credentialing with Medicare, the stat tax status will determine had we needed a type two NPI. In addition to the type one, if our business is structurally set up as some type, maybe we can get by with just having a type one. And we may only have to credential as a individual provider, but in most situations, and especially if you’re going to be adding any, any future DCS to your practice or any others that could enroll with Medicare, you’re going to set up as a group and there you will have to have the type two NPI. Then you’ll have to enroll each provider. This is where I really thought this was great to bring to this topic today is because we’re noticing a trend that came to the university.

It was probably about two to three months ago, eight out of nine calls. It was just all in one clump. For some reason, we were getting a lot of practices that had heard that only doctor a needed to be enrolled with Medicare. And then dr. BC and D could ride on his skirt tail. That’s why our box 24 J is going to come in later in this conversation that is wrong. If this doctor’s going to touch, he has to be enrolled. If B, C, D, E, and F are going to touch, they have to individually be enrolled. And what will happen when you do their enrollment, they will go in with their type one and come up under your type two, your tax ID with Medicare as part of a reassignment, they will then, and you will wait for approval from Medicare before seeing any Medicare patients.

At that time, you’ll be given a P tan. Don’t try to call a Medicare without it. That’s just going to be my, my plus of the day. Don’t call Medicare without a P tan. You don’t get very far. And when you apply to become a provider with Medicare, generally is going to take you about 90 to 120 days. Start training to learn how to deal with Medicare, just to turn on the switch and just start doing it the way you’ve been doing it. You’re going to get denial after denial, after denial, because there’s modifiers, conditional modifiers. You have situations where things are excluded. You have to use those particular modifiers start training. Now, Yvette, I didn’t know this. I’ve been doing it wrong. Guess what? Start doing it right now. Stop seeing those Medicare patients get enrolled, get trained and go forward. These are the people who fill up your schedule from nine 30 to 1130 every day.

Now there’s an art to it. Once you are enrolled, you have to stay active. So I thought we’d have a little bit of John Travolta singing to us here, staying alive, staying alive, I’ll stay alive. And Medicare gives us a couple of ways and a couple things we have to do to stay alive. Some practices may be more wellness spaced. Maybe you never provide a service that Medicare considers to be covered, which is the spinal CMT. In those situations. You’ve got to bill Medicare, at least one time a year, stick your hand up out of the dirt and say, Hey, Medicare, I’m still alive. Use the appropriate modifiers, do everything you’re supposed to do when submitting a claim to Medicare and just let them know you’re still there. They’re a little slow to the punch sometimes. And they don’t always throw you out at 12 months, but their rule says right here, you can see an, a number one that they can sell you out after 12 consecutive months of not billing, Medicare big risk, and they will deactivate your account.

There’s one other way that this can happen. And we’re finding it about every five years. They’re going to ask you to revalidate, and they’re trying to sync up your practice in your individual at the same time. So you’re not doing your practice here and individual off here two and a half years later, but they’re trying to get those sinked, but it’s always important to be paying attention. They generally will send you a notification, check your email, the excuse of I didn’t get it does not work. They will kick you out. And again, you will have a deactivated account. And we know you got to be actively enrolled with active billing privileges to see a Medicare patient. And without it, you can’t see them. Now that we’re enrolled, we’ve stayed active. We’re going to talk about a little bit of the differences of the different types of Medicare payers.

So do you know the difference, Medicare, Medicare advantage QNB OMI. We’re going to take a little bit of a deeper dive. When we talk about the types of Medicare coverage, we’re going to focus because we just have a little bit of short time here together on part B and part C. We can see here though, that part a is going to be hospital and part D is going to be more of that Medicare prescription drug plan. Part B is where we live as chiropractors. If there’s physical therapists listening in your businesses, your S your little doctor’s offices here and there, we’re going to fall under that part. B part C is the Medicare advantage plan where the patient elects to go get something else, or maybe they had a Medicare plan. And like here in West Virginia, where I live, they took the Pia, which is the public employees and push that together.

And that became a part C a that just kind of merged is the most beautiful product I’ve ever seen. They have the best coverage I’ve ever been witness of, um, to date. They actually have some habilitative coverage. Part B is optionable. So just because they have that red, white, and blue card, you do need to be checking, but as usually their primary coverage, not always. And I’ll take just a quick second and a moment to talk about that. This is the new Medicare beneficiary card. You should have already updated all of your Medicare ID in your software to be billing to Medicare with this new MIB, MBI Medicare beneficiary identifier, you can see the structure has got the name. One thing. When we noticed denials coming in here at KMC university, we just don’t automatically go down to box 14 and below. Sometimes we have to look at box 14 and above 13 and above, and see that the name simply isn’t how it is on the card.

We have to make sure that we have that name precisely as it is sane, and that everything matches as you see it here on this Medicare card, making sure to use that new number. They were slow to the punch, where they were using the social security number, NAFA character. But if those are still in your system, you’ve been getting denials. It doesn’t matter when the date of service was at this point. Now you’re required to be using the NBI number for any claim, any date of service that’s being submitted after January 1st of 2020, and do keep in mind. Medicare has the one year timely filing rule of one year from the date of service. Medicare also has an option with some supplement carriers and some secondary to do a crosswalk. I will walk this across the street, over to blue cross and blue shield federal for this patient.

We’ll all walk this over to mutual of Omaha as a supplement, but the patient has to request that it doesn’t automatically set up. It is something that the patient has to request, and we can see that often the system through the supplemental carrier or through the secondary, and they will then send information to Medicare to get this set up to where you’ll see on the Medicare EOB, it’ll say claim sent to, and then, uh, WVP or WV BCBS. That’s what it’ll say. You’ll know that it’s automatically being sent for you. If you don’t notice that, um, if you’re in network, you’re going to have to send on over, pull that patient in and say, you know what? Not everybody may submit secondary claims. You may want to get this set up. I’ve had to do that before. And it was a game changer actually for one family, there are different types of supplements.

So I call supplements the monkey, see the monkey do, if Medicare thinks about it, supplement will think about it. Oh, you thought about this. I’ll tell you about that. Did you think about that note? Well, I’m not thinking about that. That’s a supplement. It just kind of rides along and considers sometimes the deductible and sometimes the co-insurance, maybe it’s a copay. There’s a lot of different structures. You can see here. You’ve seen people have a plan F or are you seeing people who have a plan? And there’s a lot of different things that go into that, but do you know, those are supplements and supplements do not pick up your exams, your x-rays, your PT, your nutrition services, where we may find that a true secondary, which is typically based off of an old group. Health plan may be a retirement benefit that may pick those up again.

Another good product was a traditional Medicare, federal blue cross and blue shield. It went very well together. Patients tend to not to have much out of pocket expense, but the secondary, the true secondary we’ll consider oftentimes benefits outside of just that spinal CMT service. Now, I would do want to caution you on something with the ABN form. The patient says, I want you and option one to bill Medicare. Well, they’ve got a crossover. And with Medicare, you change that 80 to a GA, but the secondary doesn’t understand that at TGA language and they pay the maintenance service. If you verify that secondary, and they said they don’t have habilitative coverage or maintenance coverage, you need to contact them. When you’ve received a payment in there, they just don’t know. They may speak the S eight, nine, nine zero that we can’t use with Medicare. That may be their language, but always keep that in the back of your mind.

Some Medicare advantages that other side of the story, the patient decided they wanted to use something else. They wanted to clump everything in one thing, they’re a, or B they’re D all that’s in one. They can elect what they want to do with that. And we’re going to take a quick peak. This is known as Medicare advantage, Medicare replacement, and it redirects benefits from traditional Medicare over to that private payer. Now, I will tell you one, that kind of blew my mind when it hit. And I said, I know, right? A RP, what did they do? It used to be a RP. Oh, that’s a supplement. And then all of a sudden, a RP comes up with a RP complete. And you’re like, uh, what just happened here? Hey, just got in on this Medicare advantage. This is why it’s so important that you verify benefits so that, you know, one Medicare, are you really the payer.

If you’re getting a denial on your EOB, and it’s talking about a managed contract, it’s likely the patient gave you their Medicare traditional Medicare card. And didn’t give you the replacement. That’s typically why you see that denial. But I know, right? They have some tricky ones out there. And I had to put the ARP complete on there because that was the woman at first came out a few years ago. It kind of blew my mind. I’m like, well, wait a minute. You just only did supplement. Be cautious. Know what you’re dealing with? The part C plans. You don’t necessarily have to be enrolled with those patients policies. If you’re not in with Humana, guess what? They’re a cash patient. If you’re not in with ARP complete, they’re a cash patient. Haven’t paid your cash rate. Let them join Kyra health USA, whatever type of discounting you do.

That’s within federal guidelines. Let them do that. Give them a super bill and send them on their Merry way. There’s no requirement to be enrolled with the supplement with the, with the replacement plan, to provide a service to those beneficiaries with that coverage. However, there are times when you may decide to sell, to submit on behalf of that beneficiary. And when you do so, be aware, Medicare advantage plans have a process that’s called deeming. The deeming can, when they have specific stipulations, as you can read here on my screen, it says, you must follow that fee for service plans, terms, and conditions. If you send it, you expected to know it. Belle deem you and being, being, being now you’re over here and having to take a contractual obligation right off and having to play with their dog and pony show because you submitted. That’s why we always recommend just use them as cash patients and let them self submit, always be aware of the deeming process.

If you call it a verified benefit, you can always ask, do you have a deeming process and make sure that you are not signing up for something that you didn’t want to be a part of, because then it’s not conditional per this patient or that patient. I’m just going to submit for this one. And not that one you’re deemed in. You’re going to submit for all Medicare secondary compliance. When we’re thinking about that there’s many, uh, circumstances where Medicare is going to be your secondary payer too much to go into today. Medicare gives some great guidance. Campsie university has great guidance on this. Actually, this was a lesson I helped Kathy with a couple of years ago and trying to figure out what will Medicare pay if they’re the secondary, there’s an art and some math that needs done on that. And we go further into that and our membership services.

But under certain circumstances, I was helping someone yesterday, just like I do. They were new to KMC university and they patient had PI and Medicare PIs. First, Medicare second. There’s a lot of roles in Medicare can make a conditional payment way too much to get into. But again, this is why you have to do verification so that you know, who is primary and who’s secondary. And if you’re one of the lucky ones you’ll get in one of those arguments, you’ll be the, a, B the C your way out person that gets to watch those two fight with each other. Who’s primary, but it’s not happening very often, but always make sure that you know who to submit to first, to not delay payment.

Now onto the QMB promised to cover it a little bit. This is going to be just kind of a high level, not dig deep. That’s what we do here at KMC. But these are people who are dually eligible for Medicare and Medicaid. They have demonstrated a financial need and their thresholds for participation in these programs have been met. They may meet it this month. They may not made it next month. They can meet it for three months and be all for three months. Something may change with their finances that takes them out of that level of poverty and throws them just back up, right outside of it, to where they only have traditional Medicare, but it’s, so it can happen on an off and on and off. So just to verify their insurance one time at the beginning of the year, doesn’t suffice when there is Q and B consideration.

So the term that’s used, uh, in between there is a lot called cost sharing, Medicare beneficiaries that are QNB have cost sharing oftentimes for their premiums, their deductibles and their co-insurance. And we can see that in 2017, 7.7 million people, more than one out of eight people with Medicare we’re in a QMB. And I will tell you that Medicare was very laxed on giving a lot of guidance on this, and even following their own roads sane for awhile. And it was kind of loose and how we got to figure out if somebody was a QMB, but there are some stiff stipulations. If you do not honor, the QMB being in that practice. And if you’re charging them on the spinal CMT services, that is a big, no, no, we’ll talk a little bit more about what you can, but I do want you to know that coverage can vary, but state now States are supposed to be setting up a way that some of them will set up a way for you to get enrolled.

And we’ll talk about that in a minute, but you can see it’s called the Medicare savings program. You’ll have the Q and B, which has the part, a part B premiums, deductibles, and copayments coinsurance. And then it kind of starts sliding down from there. They’re like, it’s a tear, it’s a tiered step program until you get up here to where you’re all the way at the federal poverty guideline. But some people may get help with the part, a part B premium part a and B. And then we get all the way up to where we’re the actual Q and B. And we can not charge them on the spinal CMT services that are medically necessary. Next month, I’m going to be talking about the ABN. There’s some specific things that came out. We actually have some questions out to Medicare. That’s just how we do it at KMC university that we want clarity on before we let it loose to all of you and give guidance, but important reminders, all original Medicare and Medicare advantage providers and suppliers, not only those that accept Medicaid must not charge individuals enrolled in the QMB program for Medicare cost sharing must not.

There are stiff penalties to pay individuals enrolled in the QMB program, keep their protection from billing, uh, and being charged even when they cross state lines. And three, I don’t care what that Cuban B tells you. Note that individuals enrolled in QNB can not elect to pay Medicare, deductibles, coinsurance, and copays, but they could under certain circumstances have a Medicare copay. How are you going to know all this? It all goes back to that root concept of that patient experience in your office. And that is called verification, verify, verify, and verify it again, waits to promote it. They came up with some stuff that I found right on their website that says how to help promote it established processes to routinely verify, verify, verify, verify Medicare patients for QMB. Now, one of the easiest ways to do this is through the HIPAA eligibility transaction system called heads, get set up on it.

If you’re not on it, they have some of the best information out there on letting you know, if someone is a Q and B or not check it frequently, determining your billing processes could be different with Medicaid. Medicare advantage plans get enrolled with Medicaid, but I don’t want to treat Medicaid patients. You know that some States have it set up. I can’t say for chores, I told you they vary state from state, but some States have a program set up where you can enroll just to get the Q and B stuff taken care of. And it doesn’t open the door to make, you have to do all Medicaid. So do check with your state. I found several States while I was investigating this that have this kind of half in just to get that adjudication for Medicare. And one thing that I found was even if your state does not have coverage, Medicaid coverage for chiropractic, the Q and B actually says that it has to pick it up.

It’s right here. It says services not covered. Ed, as noted earlier in this informational bulletin and Medicaid agencies obligation to adjudicate and reimburse providers for Cuban, because sharing exists, even if the service or item is not covered by Medicaid, irrespective of whether the provider type is recognized by the state plan or whether or not the QNB is eligible, read it for yourself. It’s out there to see. So can you bill for your statutorily excluded services to a Medicare beneficiary that has QMB you better because you can’t offer service for free. They might qualify for your financial hardship. Maybe they chose your discount medical plan, but yes, yes, yes. You must charge them for the other services to not be caught as having an inducement, trying to get somebody to come to your practice. You’re just trying to be nice, but it can all be misconstrued.

That’s why you get it spot on, get it the way it needs to be. Write a policy. Everybody gets trained and we just move forward. So that brings me to my final thing that I want to cover with you today. And that is going to be the hidden dangers of, uh, of the box 24 J. So when we’re talking about the hidden dangers of box 24, Jay, that was exactly what I was mentioning back in the very beginning. And that is every doctor in the practice has to be enrolled with Medicare. That means if you touch the patient, dr. A your NPI individual goes in box 24 J. And if dr. F touched him, it’s his NPI that goes in 24, J of course, 32 and 33 is your practice. That’s set up, you’ll get your payment. That 24 J is certifying. I am the one who touched that patient to date.

It was me. It wasn’t an imposter. It wasn’t somebody else pretending to be me using their number, just so we can get paid. And they don’t have to enroll. Who wants to go through that hassle? You better go through the hassle because they say you have to be enrolled to touch them. Box 24. J the reason I’m stressing this today is because this is something we’re seeing right and left. I’m seeing practices that have bought somebody else’s practice, not be set up with Medicare right now using someone else’s tax ID, using someone else’s NPI, just to get payment. You can’t do that. You have to be enrolled. And if you touch them, your box 24 J locum tenants, that’s your only exception fee for time of service compensation. There’s rules there. We’re not covering that today, but make sure you’re covering it. Box 24 J you can see it right there on the screen.

That’s who touched the patient. If everyone is enrolled, but you keep using the same doctor in box 24, Jay, guess what you just did. Think back earlier in my conversation, you just deactivate a, B, C, D, and F doctor. So 24 J is who touched that patient today. Always make sure that you have that spot on. Now, like I told you, a lot of stuff just came out about that new ABM form you have until August 31st to implement the new one, we are asking from Claire, for clarity, for Medicare, they did give additional clarity in their ABN guidance this time around. That was very nice to see, but there’s still some questions to be asked, and we have those questions out. We’ve already had one of them answered. And before I come to you and give you more instruction on the ABN form, we want them all answered because KMC university absolutely insists on accuracy.

So do you just wonder about your practice that I spark according you today to just make sure you’re dotting your I’s and crossing your T’s, and maybe you’re looking at denials and maybe you don’t understand why this or that is happening with Medicare or anything else in your practice we offer as part of today, uh, for those attending through Kyra secure to do one of our discovery consultations that are typically $79 for just $49. And with this $49 investment, you’ll speak probably to me as your specialist or to one of our specialists that will help to get to the bottom of what’s going on. Kinda like taking the history and exam and intake, and we’ll set a personalized treatment plan for you. Do you need to be in some acute care with the coach, or do you need to just be in here under some supportive care to where you are able to ask?

What questions I ask that you just reach out to KMC university it’s www.kmcuniversity.com or give us a call at eight five five eight three two six five six. Two mentioned that you saw us here on the Cairo secure webinar, and that you’re signing up for your discovery consultation for just $49. Again, any questions you may have, you may reach out to info@kmcuniversity.com or call (855) 832-6562. Any questions that you have, I definitely would welcome them, would love to speak to you. And I want you to make sure that next week that you’ll join up with us for dr. Sherry McAllister. And she’ll be speaking from the foundation for chiropractic progress. She’ll be right here with you. This was Yvette Noel, the education director for KMC university, also a certified professional compliance officer, not a whole lot of us in the world, but, uh, just looking forward to seeing you again this month, when I’ve already told you that the topic is going to be on that brand new ABN form, just to make sure we’re getting it out to you just in time before that deadline. Thank you so much for joining me. And I hope you have a beautiful day

[inaudible].

Empowering Women in Chiropractic – Stepping Back to Move Forward – Dr. Cathy Wendland

Click here to download the transcript.

Welcome to CHirtoSecure is empowering women in chiropractic the Facebook live show for successful women by successful women grouping. Once again, women make it happen. Join us each week as we bring you the best in business growth, practice management, social media, marketing, networking leadership, and lots more. If it’s about women in practice and business, you’ll hear it here. [inaudible] now join. Today’s host Dr. Cathy Wendland- Colby, as she talks leadership community and juggling it all. And now here’s dr. Cathy.

Hello, and welcome to another episode of empowering women in chiropractic. I’m this week’s host dr. Cathy one lead, and this week we’re going to jump right in because during this great pause, so many of us have kind of stepped back, and I think it’s important at times to step back to help you move forward. It’s kind of like if you’ve ever shot a bow and arrow, you have to draw that string back before you can release the arrow forward. And sometimes life does that too. Sometimes you have to step way back in order to be catapulted forward. So let’s talk about that right now, because during these last few months of this great pause, some of you have seen your practices be closed by state regulations. Some of you have seen your practice numbers drop. Some of you have had patients disappear off the face of the earth because they’re not coming out until the world says it’s safe again.

And some of you have had patients come in with questions or with concerns or call your office with questions and concerns or post things on your social media that maybe didn’t exactly jive with you. And you have had the opportunity during this great pause to maybe reflect on things or think about things, or think about how you view the world, educate your community on what health is and where health comes from. Or take time to sit with your own family and reinforce your foundational principles. I will tell you, there was a day where the churches opened back up in our community. And I was so excited to take my children to church. And we got up early and they had a friend stay over that wanted to come to church with us. And we drove there and we pulled into the parking lot and we were met by guards and the guards handed us papers that explained all the policies and protocols protocols in order to go into our church.

And they said to us, well, remember to wear your masks. And I said, well, we don’t wear masks. Well, I don’t think you can come in, but go ahead and park, we parked, we get out of the truck. We’re met at the truck by two more guards saying, don’t forget to grab your masks. And I said, we don’t wear masks. This is a church. And they said, well, you can try going in, but I’m not sure you’ll get it. We walked to the front of the church and we’re stopped again by guards saying, here’s the policy. You have to wear a mask. And I said, that was nowhere on the website. It was nowhere in the email. We’re not wearing a mask. We don’t, we don’t subscribe to that line of thinking that line of thought. And we were delayed until somebody finally came out and said, father Larry is in there crying.

He doesn’t believe in wearing the mask because he’s against it. The Archbishop is requiring it. Can you just put the mask on to walk inside and take it off when you get in there? And I looked at my children and I looked at the man and I said, no, because that would be teaching my children, that they should do whatever it takes to get in the, in crowd, that they should do something that goes against their beliefs and goes against their thoughts and goes against who they hold themselves to be in order to get something.

And I can’t

Do that. And so whether your state regulations require you to wear them in your office or not, I understand you’ve got to do what you’ve got to do, but this was a place that shouldn’t have had that thought. And this was a place that didn’t have a requirement and we don’t have that requirement in our state. And so in that moment of time, I had to step back in order to move forward. And I had to step back and stand on my principles and say, do I, now in this moment, teach my children something different than I’ve taught them all along just to get inside of someplace where, where we want to go or do I hold true. And so sometimes in life, I think that you have to find the time to carve time out for yourself and say, what is it that really matters to me in my personal life, in my family life, in my relationships, in my business, in my community, networking, what truly matters to me?

What is the impact that you want to have on your community? And what is the impact that you want to have on your patients? What is the legacy you want to leave through your patients? What conversation do you want your patient leaving your office and having with their family, their friends and their coworkers. Do you want them to say, well, my chiropractor said X and Z, or do you want them to say my chiropractor said, ABC, now you get to decide what those conversations are based on what you choose to bring into your office. And I think sometimes, especially during this great pause, and this is the perfect opportunity to step back, think about it. What is the message that I truly want to share, excuse me, in this time of great concern, um, in this time of massive media propaganda in this time of mass confusion in this time period where people are starting to fight with other people about, Hmm, let’s think about this.

You are not protecting me. You’re being selfish. When have we heard this argument before in our society, when it comes to health, we’ve heard it with the vaccine issue. Now we hear it with the mask issue. So I’m just saying that sometimes we have to think about what truly matters to us. What fight are we willing to stand for? What principle are we standing on? And what are we teaching the little eyes that are watching us by our actions. So step back, carve out time for yourself, where you sit down with yourself and you get honest. And sometimes being honest with yourself is way harder than being honest with other people, because it’s easy to say to someone. I go to the gym three times a day and take care of myself. And I do all this great stuff. And I work out and I eat right, and I can get enough sleep.

But when you’re honest with yourself and you check your Fitbit or you check your Apple watch and you go, huh, three and a half hours of sleep last night, maybe I didn’t quite get enough. Right? It’s so easy to have the persona and have the image that you put out to the public, but you actually sometimes have to do the hard work of getting serious with yourself in front of that mirror and being naked and honest and truthful. And sometimes that’s a matter of saying, am I doing right now? What really makes my heart happy? Am I committing my time? My energy and my resources to things that truly bring me joy? Or am I just going about the day to day grind? Because I have to, because I think I have to, because I think I’m stuck because I think this is the only pathway that is there for me, or can I carve out a new path?

Can I look at my life and say, this is great, but this great pause has given me the opportunity to say, Hmm, maybe there’s something better. Maybe there’s something just a tweak, different. Maybe I can change one degree. And if you ever changed one degree, one degree to cross your room, doesn’t make a difference. One degree in a curvature in somebody’s spine, doesn’t make that much of a difference. But one degree across a year or one degree across a state or one degree across the ocean makes a huge difference. So what if you look at your life and say, I like where I’m, but this one degree of change might make the difference that makes my life more fulfilling. That makes my life more extraordinary. That makes my life more meaningful or allows me to create a bigger impact or create the legacy through my children, through my community, through my patients, through my team that I was trying to create.

So when you take that time and there’s been no better time in your life, then the great pause to do it. When you take that time to really sit back and sit honestly with yourself, that’s the time where you get to say, how can I make things better? Because I will tell you this. I don’t want to go back to normal. I’m not interested in going back to normal because normal was, but there’s a new normal that is. And I want to create a new normal. And I know that you do too. I don’t want my patients going back to normal. I don’t want my team going back to normal because four months ago, four months ago, normal. It’s something that you were complaining about four and a half months ago. Normal was something that you were tired of. Five months ago. Normal was something that you were thinking about leaving.

So now here and now in the present moment, as we create the new normal, let’s not go back to what was comfortable. Let’s not go back to what we knew. Let’s not be so afraid that we think what we had in the past was good enough. When in reality back then it wasn’t right? Because that fear is going to trick your mind and make you think, Oh, if we could just get back to normal, we don’t need to get back to normal week can be the pioneers that create the new normal that our community looks at us and goes, wow, that’s a leader. That’s a lighthouse. I’m going to follow that light. I’m going to follow that leader. I’m going to do what they’re doing, because I like the results that they’re getting. They can look at your family and say, that’s what I want for my family.

They could look at the way you live your life and say, Hmm, that’s what I want for my life. They could look at how you speak and how you lead and how you carry yourself and say, that’s the model that I want to follow. And you have that opportunity right now. Listen, you’ve had it every day. You’ve had it every day of your life, but you have it more now because now is the time that you can really stop and sharpen your ax. And if you’ve never heard me explain that before. Let me tell you something. You have been chopping wood all your life. You chop wood. When you went through high school, you chopped wood. When you went through undergrad, you chopped wood like crazy. While you were going through chiropractic school and you were chopping Woodlake and seeing people while you were going through your boards and your Oskies and all of your testing and all of your graduation procedures, and you chop wood like a lunatic.

While you were setting up your practice and building a practice and getting involved in the community and you were networking, and you were getting to know people, you were writing articles and blogs and whatever you did to build your practice. You were chopping wood as hard and as fast as you possibly could. And you got to a point where you were like, Oh my God, I’m so tired. I’m so tired. I’m so tired. But again, it’s not, I’m so tired, but I can’t stop. I’m so tired, but I have to keep going. And you kept chopping wood, even when you were tired. And even when you’re actually starting to get dull, and the more you kept chopping wood wood, that dull ax, the less effective you were then dull ax made you work twice as hard to get half the results, but you kept chopping.

I know I did it too. You kept chopping. I can’t stop. I can’t take a break. I can’t pause. I got to keep going. I got to keep working. I got bills and I got staffed and I got student loans and I got feeds. I, you know, I got food to buy and I got mouths to feed. And you just kept chopping because the pressure was on. And you felt like you were stuck in, you felt like you had no other option. And sometimes you work yourself so hard with diminishing returns. You know what I’m talking about? Because as a woman, I know you’ve been there. You juggle the hats between mom and office and wife and run the business and take care of the patients and take care of the finances and train the staff and worry about the insurance companies and deal with the car accident, patients and marketing, and getting involved in my community and giving back to the profession you’ve been there.

I’ve been there. I know. And you just kept chopping wood. And the more you chop wood deli, your acts got the less effective your work was, but you thought you couldn’t stop. And the great pause came along three or four months ago to tell you cancel all of your plans. Every speaking engagement you have done. Every seminar you’re going to canceled every plane trip you were going to take, sorry, every vacation you had INR see you next year. And when the great pause came, it was an opportunity. And I hope you took it to sit down, relax and sharpen your ax. And when you sit down, you relax and you sharpen your action. You get clear, you get crisp. You make a nice, solid blade with a strong point on the end that says, I know what my purpose is. I know why I’m here.

I know what I’m supposed to be doing. I’m clear on why I’m doing it. I know that I want to do it. I want to do it better. I want to do it faster. I want to do it more effectively. I know why I do what I do. And I have a vision and have a mission. And I have a purpose. And you hold that accident. You sharpen that accident. You get that blade. So razor sharp, and you take this time to pause. You take this time to sharpen that at you. Take the time to take the rest that you need. You take the time to carve out time for yourself and say, what is it I want? What is it I want to do? Where do I want to be? What impact do I want to make? Who do I want to contact? Who do I want to affect?

Who do I want to work for work with work through? What is it that I want to do when you sharpen that ax and you come back to chopping wood. I promise you, your swings will be so much more effective because you have rested. Your blade is short, but now when you chop back, when you chop that ax, when you chop that act, you’re going to split wood. You’re going to do exactly what it is you set out to do in the first place with more precision and more focused, more determination, better results, better outcomes. You are going to absolutely hit the nail on the head. You’re going to get it exactly where you want it. You’re going to make sure that every step that you take from this moment on is absolutely in line with your vision, your mission, your purpose, your reason for being, and you’re not going to let anything get in the way, and you’re not going to feel stuck, and you’re not going to do things just because that’s how they used to be.

And you’re not going to go back to the old normal, and you’re not going to start doing things that don’t serve you or your patients or your family or your community or your pocketbook. You’re going to do things that absolutely matter to you because when you take the time to step back, you’ll know when it’s time to jump back in, right? If you’ve ever wanted to jump off of a cliff into the ocean, you sat there and you watch the waves, come in and go out and come in and go out and come in and go out. And you sit there and you wait and you wait and you wait until you know that the time is right, because you’ve been watching them. And, you know, bam, now’s the time to go. That’s what the great pause can do for you if you allow it.

So I suggest, recommend invite you to step back, sit down, catch your breath, figure out who you are and what truly matters to you. Sharpen that act, get clear on why we do what we do so that you can do it better with greater results and affect more people in the long run. I invite you to do that during this great pause so that you, me, us, all of us collectively can have a much bigger impact through this beautiful gift that we have called chiropractic so that we can start to lead and change the world from a natural, effective mindset that stands solid on our principle stands solid on our philosophy and says the body needs no help, just no interference. And remember we moved the bone. God does the healing go out there and tackle the world with reckless abandon and know that you know that you know that who you are matters so much to the people who are waiting for you to show up.

So take the time, pause, figure out what it is you want sharpen that ax. And when you’re ready to get back and maybe you’re already there, but when you’re ready to really get back and create the new normal, create it in a way that’s going to lead you to the future. You truly deserve ladies and gentlemen, who’ve been watching us. I thank you so much for joining this wonderful show, empowering women in chiropractic. And I thank you so much for what you do every day in your neck of the woods. I look forward to seeing you sometime soon, or I can give you a real hug, big arms around you and say, I missed you. I can’t wait to hug you. And I’m looking forward to seeing you soon, take care, buddy,

Join us each week as we bring you the best in business growth, practice management, social media, marketing, networking leadership. And mum’s more. If it’s about women in practice and business, you’ll hear it here. We hope you enjoyed this week’s Facebook live event. Please like us on Facebook comment and share. We look forward to seeing all of you next week for another episode of empowering women in chiropractic. Now go ahead and hit the share button and tell your friends and colleagues about the show. Thank you for watching. Have a beautiful day. This has been a ChiroSecureecure production. [inaudible].

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Empowering Women in Chiropractic – Systemizing the New Patient Phone Call – Kim Klapp


Click here to download the transcript.

Awesome. Hello, ChiroSecure viewers, and thank you for joining me today. Like so many of you, I am a raving fan of ChiroSecure. They certainly have the best coverage. We know that, but they also have amazing customer service and tremendously helpful resources. So I’m grateful to them for all they do for our practice, as well as all the ways that they support the profession, including sponsoring these programs. I also appreciate you for turning it tuning in I’m Kim Klapp, founder of assistants for chiropractic excellence and for over 25 years now, I’ve continuously been managing my husband, dDr.r. Tom’s practice. We’re in Ann Arbor, Michigan, and I’ve been coaching CA since 2000. So with that experience in mind, if you have any questions at all hiring training practices, items, just post them either today or after the show. And I will be happy to get back to you.

So today we’re going to be talking about systemizing the new patient phone call, and I’m sure you’ve heard, but you’ll never get a second chance to make a first impression. As a matter of fact, Princeton university studies showed that our initial judgments of other people are formed within one 10th of one second. So when it comes to first impressions, there are no redos, no do overs, no rewind button, you know, so stop and think about how much does a bad first impression costs. So consider your case, average you for you will, let’s say it’s $4,000. So what would it cost your office to lose that perspective patient? Well, it doesn’t just cost your practice that $4,000, if your new patient doesn’t return instead multiply about 4,000 by all their future referrals, you know, for their spouse, each child, their friends, your coworkers, it’s staggering. So also money aside. There’s no way for the doctor to help people that a CA can’t schedule. So everyone who calls your office should be treated with that care, concern and respect. Now this scene from pretty woman is perfect for this concept.

[inaudible] do you remember me? No, I’m sorry. I wasn’t here yesterday. Wouldn’t wait on me.

Oh, you were on commission, right? Uh, yes. Big mistake. Big, huge. I have to go shopping now.

So we did not want to have that big mistake. Big, huge happen on your phone with a prospective new patients. You know, speaking of other mistakes, you know, if you call a business, no one enjoys being placed on hold. And I think about you feel when you call, let’s say you’re a CA and you call an insurance company for benefits and you’re stuck on hold. How frustrating and annoying is that right now, consider this. You’re actually getting paid to sit on hold and it still sucks. So why would you want your patients feeling that way? You know, people don’t like waiting on the phone any more than they like waiting unnecessarily in your office, you know, and I love this cartoon. The caption is thank you for continuing to hold your wait time is approximately 70 minutes. If you’d like to pretend you’re poking me in the eye, press one.

The bottom line is this to hold onto your patients, avoid putting them on hold whenever possible. And just my opinion and automated phone answering system is not a very warm, friendly, or fuzzy first impression. Um, and maybe a computerized voice in that web, you know, you’ve, I’m sure you’ve called them. You know, the press. Now, this number for this department is that really the kind of first impression you want in your practice, you know, is that congruent with the extraordinary new patient experience that creates rave creates raves and referrals? Probably not. So let’s take a moment and talk about how to make a better phone connection. And really, I find if you build it, they will come. And obviously like you just saw you want to be prepared. You know, so what that means is to have your new patient intake forms handy, you know, that means that every phone station in your practice, you know, that’s why this is one of the few paper forms that we use in our office, because it’s actually more convenient.

We can answer the phone in our break room without needing a computer, but otherwise you’d have to put that perspective, new patient on hold if you’re not prepared. And we just like, just like we talked about that sends the wrong message from the get go. So that’s why we want to be prepared. Now, basic phone etiquette dictates you want to answer the phone as soon as possible, you know, definitely before three rings so that people don’t get the wrong idea that either you’re closed or that they’ve called the wrong number. And before you even answered the phone, visualize a prospective new patient on the other end, whose appointment depends on your telephone skills, because it actually does. So make your first impression. Absolutely fantastic. Now, personally, I like to imagine my ideal new patient, which would either be the Dalai Lama or David Beckham calling this schedule depending on the day and my mood.

But you want to focus on having that present time consciousness, you know, whatever you’re doing. You know, if you’re having a conversation with a coworker or doing something on the computer, you want to make sure that you stop and give 100% attention to the phone call. And so I find it’s really easy. If before I pick that phone up, I take a deep breath and then exhale, exhale out any stress. And of course you want to remember to smile. You know, people can hear it in your voice. If you have to rely on a mirror next to your phone or a sticker that helps you smile, you go for it. But yeah, just might be in the wrong, wrong position because for the most part, I see it’s are pretty upbeat, happy people, at least in our office. I’m speaking about beat. You want to use an uppy, pleasant and professional tone for your greeting.

Now we like to start by incorporating our attitude of gratitude. Since gratitude is one of our practice core values. That’s why we began our greeting with thank you. And we end our greeting with our name because it greatly increases the chance that they’re going to remember it and use it. And that helps make that connection. So remember, one of our goals is to build a connection. So before we pick up the phone, we visualize exhale, smile and say, thank you for calling first choice chiropractic. This is Kim. Now at this point, the vast majority of people on the other end of the phone say, hi, Kim, this is fill in the blank with their name and voila. We’ve bridged the gap. We’ve made a connection and we’re on a first name basis. How simple is that? But the bottom line is the first impression is the one that lasts.

So let’s talk about that. New patient intake form. Ours is called our prospect profile. It’s just two sided. And we gave him like a set of every phone station and they’re made into pads. But first of all, keep in mind, your client’s never going to see this form. It’s an internal form. It’s just for you. So it’s your handy helper or cheat sheet if you will. So make it really easy for everyone on your team to get complete information from any perspective, new patient who calls, you know, script it all out. I think joke that we’ve made this form so easy. Even dr. Tom could complete it correctly without saying a lot, because he’s a big, big vision person, not so great at details. Anyway, we’re done throwing him under the bus, but when it comes to scheduling over the phone, it’s dealt full that every team member has been in your practice since day one.

So if you’re unfamiliar with the patient’s name, who’s on the phone, you know, color idea side, just asking them, have you ever been here before? And if, yes, we find out the date of their last visit. If not, we find out if they’ve ever seen a chiropractor before, and if they have, we want to find out how recently that way, if they have current x-rays on file at that office, they could minimize the ones taken at our office. Plus recent chiropractic care obviously affects remaining insurance benefits. Now, instead of asking how they heard about us, we prefer to plant the seed and ask, were you referred by one of our clients or a healthcare professional? Because willing to assume from that very first contact that of course I must’ve been referred to her office. Everyone refers to us and hint, but if not, then we find out how they did hear about us.

Now, the next step number three is to get their critical information, obviously, name, date of birth when we’ve actually specifically asked their age. So we don’t have to grab a calculator or do math. I’ve got an English degree to find out if they’re at least 18, if they are a minor, obviously it would be a complete waste of their time to show up without a parent or guardian to authorize care and sign all the forms. We also obviously get their phone numbers and email and find out which number they prefer to be contacted. And then we move on to number four, which is scheduling and ask, are you scheduling for yourself, your children or your entire family? And that’s because our office focuses on family care. So we want to invite them again, planting seeds, letting them know that it’s pretty commonplace for our clients to bring their families and for care.

And when it comes to actually setting up their appointment, the scheduling part more choices, isn’t better. So I’m an ice cream fan. And if you go to Baskin Robins for an ice cream cone, they have 31 flavors and therefore 31 choices. Now dairy queen on the other hand has three choices, chocolate, vanilla, and twist. So think about for a moment, how much easier it is and faster to decide a dairy queen, the fewer choices, the easier it is for a perspective client to feel comfortable scheduling. So keeping that in mind, we want to offer just two choices at a time. So if someone’s calling in the morning, I’ll say this morning, or this afternoon, if it’s later in the day, this afternoon or tomorrow morning, and then once we figure out which shifts they’re coming in, we narrow it down to the specific times. So again, two choices would nine, 15 or 10, 15 be better.

In other words, we want to spoonfeed them choices to keep it simple, and then also be accommodating as possible. Because if that perspective patient was referred to your practice by either a patient or another doctor being accommodating is going to show special, respect the refer. And that way the new patient believes it’s going to make their visit extra special as well. You know, it sets the tone for they themselves wanting to refer more people to your office. So they, Oh, well maybe that way the friends that I’m going to send in is going to get preferential treatment as well. So how we do that is just easily saying, Oh, okay, well, since Jim referred you and we’ll make sure we can see you today, if that works out best for you. Now, on the other hand, if the prospective patient found us online or through some other advertising, what’s going to happen.

If we can be accommodating with the scheduling of their appointment, they’ll go ahead and take whatever appointment time you offer. But if it’s not their preference or if it’s not soon enough, what do you think they’re going to do after setting up that appointment with you? Yup. After they hang up with you, they’re just going to call another office for a more convenient time. And then now your office drops to plan B and they may or may not call you back to cancel. So that’s why it’s really important to get people in. As soon as possible in our practice, we actually advertise same day appointments for most new patients. Now, it really doesn’t matter how long someone has been suffering, right? Because we know that most people don’t call as soon as they have their first final insult injury or trauma, right. They typically wait until they can’t deal with it any longer, but whenever finally decided they want care, they want it now, which is why it’s so important to get them in today or tomorrow at the latest, speaking of scheduling, we then ask if they’re scheduling for wellness or if they are experiencing any health problems.

Again, we’re planting the seed about wellness and lifestyle chiropractic versus merely relief based or pain based care. We also find out if their circumstance is related to an auto accident, a work related injury or a personal injury involving an attorney. No, we always clarify it with involving an attorney because the majority of people consider an injury that they do to themselves. For example, gardening, to be a personal injury, don’t know what happened to that slide, but we also find out if they have any health insurance and if they do, we ask them, you know, do you mind sharing that information to save you time on your first visit and possibly save you money? Now again, you can save the pro prospect profile form ensures that we get all the details that we need to verify coverage. And on the reverse of the form, we also keep those accident details.

In case it is an auto accident or worker’s comp injury or a PI case, along with the rules that apply in our state, that way we don’t have to keep those rules in our head, you know, and we also have reminders on there for our CA’s to get a doctor’s lien signed when that’s appropriate, plus there’s space to enter additional insurance policy information, if they happen to have secondary or tertiary coverage. So we give each prospective new patient the option of either completing the health questionnaire or case history over the phone or electronically. Now I know there are certain States that don’t allow a CA to take a case history. Obviously don’t want you violating any laws, but regardless of whether you are getting the information from them over the phone or electronic chronically, the important part is you want the information in advance of the appointment.

Okay. You know, in addition to demonstrating that new patient that you’re concerned about them and what they’re dealing with, well, it also saves them time in the office, plus it virtually eradicates. No-shows a huge benefit to your practice because once that prospective new patient has invested the time and divulge their private health information, it’s extremely rare that they’re winning mr. Initial visit. So the scripting on our prospect profile is we’d like you to complete your health questionnaire. So we can save you some time on your first visit. Do you have 10 minutes now to complete it with me over the phone? Or would you prefer me to email or text it to you so you can fill it out yourself? Now I am a huge fan of form doctor, you know, completely customized little forms and HIPAA compliant. And then when it allows clients to provide their information securely, you know, they can even upload their ID and insurance cards and you can put them directly in your practice software or print them out, or keep them as PDFs, whatever makes you happy.

So what we just do is we log in and we enter the patient’s name, email phone, and the appointment date. And then we choose whatever form is appropriate depending upon their age. So maybe it’s a regular health question, or maybe it’s a pediatric version. Maybe they’ve had an auto accident, but we send them whatever they need and they get it instantly via text and email. And that way they can complete it on the laptop phone, whatever. Now, if you want to save $50 on this amazing software through form doctor and who doesn’t like saving money, just use the promo code ACE Kim. When you go to form dr. Com again, I’m a huge fan and I’m happy to share my form, dr. Farms, if you sign up with them as well now, alright, so we end the phone call by managing expectations about their initial visit.

We want to put them at ease. So we want to make sure, obviously that they know where we’re located because it’s stressful when you get lost or when you’re having to look hard for something. And if they’re not going to be uploading their insurance cards and ID into form doctor, we ask them to bring them as proof of identification because that is required. Um, we let them know how long their first visit is going to take. And of course, when we do that, we pad, the time of initial visit in our office, took takes about 60 minutes. And we tell them, as you can see 60 to 90, because we want to under promise and over deliver, you know, that’s how we will get those happy, satisfied clients who stay pan refer. But then we also reiterate what their appointment time is and let them know that we’re looking forward to meeting them.

Now, after that phone call and before the initial visit, of course, there’s other steps that need to be taken to make sure that their first visit is extraordinary. So take those extra steps, you know, send the confirmation email that shows them when their appointment is. So there’s no commit miscommunications along with the link for directions to your office and hopefully photos of your practice. So are we have photos of the doctors and that email as well as of our office building. So again, they feel comfortable before they even get there, you know, verify insurance benefits in advance whenever possible, do what you can to make their visits super easy and super, super fun and minimize that in office time. So one of the things we do is we do a mail merge with any additional first visit forms that way, their name, date of birth ID and date are all preprinted and the appropriate fields.

And then we organize them chronology chronologically of who’s going to meeting them. And when, so maybe this is a form for the doctor, maybe this is a form for an internal tracking form, but again, we want to have everything run as smoothly as possible and respect their time. And in addition to the automatic text reminder that we send out the day before we actually call each new patient the day before to further make a positive connection. And again, another way to virtually eradicate new, no shows with your new patients. So, you know, this has just been a snippet of the multitude of ways that you can make that new patient experience extraordinary. And that’s actually going to be my CA excellence coaching topic next month in August. But if I can help you in with that or with this month’s course on team building, and doesn’t everybody need the course on team building after the craziness, we’ve all been through time to reconnect with one another, or if you need help with hiring or training for new CAS, HIPAA compliance practice systems, you know, again, here’s how to reach me. I am happy to help. I will help with anything I can. Um, so click, you can also go to my website, chiropractic assistance.com. You can just click or email me directly that way, but I’d love to help your team retire levels of excellence. And so again, I want to thank Cairo secure for providing this forum to increase chiropractic success. Next week, your host is going to be event note from KMC. So be sure to watch it.

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