indefree hawaii 2010.doc
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IndeFree Hawaii 2010
Patients fit a different mold in today'sworld
Do you have the ability to create a
program?
Stages, prices, excitement
Recovery audit contractors are private
businesses
The government is putting a bounty onour heads
Now it's 50 cents on the dollar
It's the government's attempt to take
money back to continue Medicare
It's cloaking fraud to get money back for
Medicare
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They're going after anybody
TAG Therapist Advocacy Group
How do you do your documentation now
so your safe
Simple procedures to put policies in place
PTs are the weakest group in the medical
professional associations
Nkinzi from St. Thomas Virgin Islands
Kimber Glick
Ergonomist
Loves to kayak
Grant from Oahu
Outpatient ortho
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Katie PT from hawaii
EOL end of life situation
Everything is the way you package it
Package it well
People are going to do it
What's working is getting your program
out to consumers
Who physicians listen to are theirpatients
The channel to go through is the
consumer
Sean daly from s. Carolina
Likes running, golf, cycling
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Angel from Seattle
Share 4 years of learning in days
It's a vision that you need
Life happens
You're going to forget things
We learn best face to face
We learn best by interacting
Just implement one thing
Carry it out 100%
You'll get your money back byimplementing one thing
Pick only one or two things to implement
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We're stubborn, anal, meticulous
We all share the same qualities as
doctors, dentists, and nurses
We're the most generous, giving,
humanitarian
What do you have to do to beateverybody else?
To win the superbowl?
What do you practice?
Why are you looking for their
weaknesses?
To exploit them
This is how you win
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Do you think insurance companies know
your weaknesses are?
They what's probably going to happen tothose few claims they deny
They know your floor has many holes
People who go in business suck inbusiness
If they confuse you a little bit they suck
up the money that falls through thecracks
#1 way of making the money that fell
through your cracks
Lot of steps in getting paid
Need to have a good business in order to
get paid
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Make money screwing you because your
bad at business
Terminally ill people will not sue becausethey don't have money or the wherewithal to get an attorney
The government says it's ok to let people
die in the name of profit
You have to let people to die to be a
super power
How do you fight these monsters?
Angel from Seattle
What I did that lead to failure
Sharing with you what I learned from myfailure
I did the opposite of what lead to failure
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Some of the things that were opposite
was so crazy
Some of the things you think you need todo to be successful you would neverthink of doing it
Success is such a secret
These introductions are part of this class
What you do in the beginning is not the
same as at the end
Winning the lottery, it can destroy you
Getting too much too fast, you won't
apply anything
If I dislike you, this class won't be verygood
There's a reason why you're excited for
three weeks after the course
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Do one thing
Veer off so you can start going up higher
You have to veer in order to get it
You can't think the same things and think
that its somehow going to magically
change
Thinking new thoughts produce different
results
Looking back the reason why my second
practice became successful was #1,because I said I was going to do theopposite of what I did before
I could be wrong
I thought I was right about my life
Can't live by principle
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Accept the fact that I could be wrong
I'm going to be a river and not a rock
That decision to be like a river
Not to be so steadfast and strong
Their spouses love them
They can sleep at night
We all think alike
The way people on this path think
This what will change your life
Thinking which leads to the action of asuccessful person
I may be wrong
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When I think I'm so right I start thinking I
could be wrong
Most of the time I'm like a river
Most people have preferences, not
principles
Accept new ideas
Potentially adopt new ideas
Successful give up control
They don't try to control everything
We don't control anything but what we
say, think, and do
Unsuccessful people think they own theirmoney, when you don't
Act, treat, and spend it differently
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Unsuccessful people think they own
everything
Successful people know what a goal is
Have to know what is means in order to
achieve it
Unsuccessful people don't realize they'rewishfully think more
Goal: a dream with a deadline
I want a practice valued at a miliion
dollar in one year
I want to build a million dollar practice in
a year
Crazier things have happened than that
What else does a successful person think
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Successful people Expect that they're
going to be misunderstood
Make my dining an experience, I tip100%
Don't do the status quo
Successful people send messages all thetime
They don't wait for birthdays to send gifts
What does money mean to you
"Money is a unit of choice"
This is tough to adopt
Money is options
That you know how to make choices
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That you have no fear to make choices
If you do not make decisions without
fear, you will not be entrusted with more
If you make decisions without fear
If you know how to do it and you do it,
you will be entrusted with more
If you spend it differently you will be
entrusted with more
A dream is something you've never done
with a deadline
Now you are equipped to live a life of
fulfilling dreams
Successful people live a life fulfillingdreams
Who are you?
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This is the definition for you to be
successful in life
I don't know who you are
Who are you
Most don't know
Can't have success without it
"I am worthy"
I actually wanted my first business to fail
I didn't feel like I deserved to have it
My subconscious believed that you got to
suffer
You got to pay your dues
I hadn't suffered enough
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I haven't paid it yet
Sss subconscious self sabotage
It's a disease
Instead of doing the things I needed to
do
I found myself doing things that were
familiar
I would do things like cleaning
You cannot sabotage your own success
You are worthy
Not judged by past failure
Despite past failures who are you going
to be today
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You are the only one judging yourself
It took losing my practice to realize
something
I'm clean
I walked through fire
I paid my dues
I can enjoy success
You don't need to suffer
Hoping that you will succeed and be a
new you
How you respond despite your past sins
and mistakes
You were judging others by their worst
sins and mistakes
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When you change
You can say I am not that person
Treat others by who they are today
Once you treat others this way you begin
to realize your worthiness
Judge others by how they respond to
being confronted
You must tell employees how to respond
to their mistakes
They don't know what to do to respond to
a mistake
Apologize and do something she wouldn't
expect
A mistake equals an opportunity to make
the relationship better
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They love you more after the mistake
Nothing will cost you more than having
one wrong person in the wrong position
Some people are not ready for success
Those people you cannot have in your
organization
They are like a cancer
Breath of fresh air when they are gone
I fire people very easily and very quickly
Must become a decision maker to be
entrusted with more money
Does this make my business moresimple, focused, or automated
Then do it
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If not, don't do it
Your saying I want my life to be more
confusing and harder
That's SSS
Do whatever it takes to do it
The decisions you make are sending
messages
Even fools learn from their own mistakes
The wise learn from the mistake of others
That's me
I needed to do it myself
I believed it this way
I'm a pioneer
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Learn through the mistakes of others
Another form of indecision
When you say in your mind I'll wait and
see
Failure gives you opportunities to avoid it
Kept saying I'll wait and see rather than
jumping on these opportunities
I feared making decisions
I waited and see when there were no
other options available
I don't even let it seep in
After you make that decision you canwait
The reason why he doesn't know
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This is how unsuccessful people make
decisions, the make pros and cons
They become indecisive because prosand cons don't work
Where is it you want to be
Is that decision in line with where it isyou want to go
Most have never set a goal
They've never defined it
Can't reach a goal that's undefined
Where is it you want to be? Be clear
Define where it is you want to be
That is how you avoid indecision
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First define how are you're going to walk
away
What are you trying to build and how doyou walk away
Define it for me
Until you change your mind, you need adirection
If you don't define it
One day you'll be asking yourself how the
hell did I get here
Where is it you want to go?
Where is it you want to be?
How do I walk away?
You will start to notice financial gain
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Successful people do not allow sss to
overtake them
They thing they own everything
They think they deserve everything
Your parents did all the things that led to
you crappy job
Our parents believed you have to pay
you dues
They believed you must do what you
hate because that's part of success
You must do all those hard things in
order to be successful
A business will bring you independenceand freedom
Anything you don't like to do you got to
pay somebody else to do it
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I don't do what I don't like
Anything you don't want to do pay
somebody else
The things you can't pay someone else to
do
I don't do things for her that I don't wantto do
Learn how to get things done where
people can't steal
Not your employees job to bring in morebusiness
Your job is to make decisions in training
In making decisions to bring morebusiness in the door
You got to focus on bringing people
through the door
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Do what you can afford
Job is to make decisions knowing that
you don't control the outcome
Unsuccessful people get a big head
Successful people realize a decision is a
decision and I have no clue as to theresults
Successful people don't get a small head
or a big head
I'm very happy it happened this way
Successful people know they don't
control the outcome
That's why they don't have fear
When you go home and you check your
mail
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Look through that stack
It's a symptom of fear making that
decision
Throw it away
If you don't need it that moment throw it
away
She was swimming in SSS
If I spend time cleaning the house I'm
losing money
Her financial gaining abilities is worth
more than that
Another symptom of SSS
Spending time to save money
Spend money on convenience
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Spend money to have a better quality of
life
If you don't enjoy doing it ask what is itbringing in to me
I need to do it myself if I need to do it
right
You need to control that
This is something I need to control to be
successful
You are saying you control your successwhen you don't
Anytime it can be taken away
Let their kids be whoever they want to be
Realize I don't own them
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There is nothing in your business that is
directly related to success
Don't even be thinking about officesupplies
That's somebody else's job
Spend an hour thinking about a martialarts program
Create a program
I guarantee you the child is going to be
better, faster, stronger than before theirinjury
Don't think any amount of your time is
disposable
Becoming a mountain mover is to
become an achiever
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Have to become a mountain mover to
have the most successful practice
Until you do things, something new
You will never have something you never
had
Are you ready to do things you neverdone?
Are you ready to think thoughts you
never thought?
When, how much, where, why
First steps first
When do you want to see it finished
It can be a goal
It's not done yet
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Break it down into three's
#1 reason why a website never gets
done
It's not mapped out
Don't rely on someone else for growth
Can't be dependent on referral types
Can't be dependent on workman's comp
30% cut in medicare starting 2011
I don't like being dependent on any one
or two channels
Break it down into three broad categories
What 3 major steps do you have to
make?
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Done with our strategy and plans in 60
days
Go through the plan
Look at everything you're spending
through your business
I want to know everything
Even split that up into categories of fixed
or variable
This exercise will help you make money
Go through every expense item that you
don't get a return on, cross it out
There's an inherent value, keep it
Your mortgage does not bring a 3x return
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A bed that is too large is bad for
relationships
Look at what you have that is of value
List your interests
List your talents
List community needs
Find the one thing that overlaps in all
three areas
That's your first program
Just sell 4x month
Determine something that you can
package and offer
When you offer it, someone will buy it
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You can sell anything you want
You can package it
You can sell it
Have the option to break it up into
payments
Give people options in the way they pay
If they qualify for financial hardship
How do you collect the money
This is my program, $3,000 a month
Start with a $3,000 package
You're going to get one a month
It sounds easy
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You've just never done it
What are the features and benefits of it
What can the person expect
Who's the best type of people for this
program
Break each step down into three steps
Focus on one thing
Focus on your check list
All you have to do is take the first step
Don't focus on if you see it happening
Just do this and do that
If you do it will happen
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3rd thing to do with your mail: do it
Unsuccessful people will try to hold onto
that money and spend the next 3 monthsthinking about that bill
Stop thinking your going to get better by
waiting
A bill is a fire
Extinguish it as quickly as possible
Pay your bills as quickly as possible
Throw it away
File it away
Whatever it is just do it
Control your mail on a daily basis
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It will carry over into your business
You get to control your time
Most people feel like they don't have
time
Like something else controls them so
they can't control their time
The way you spend time is with people
How not to spend energy
Don't spend it worrying about how you
are going to pay the rent, or put food onthe table
If you don't have energy, assess what
you are worrying about
Release control of keeping that roof over
your head
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So be it if it gets taken away
Your energy should be spent on creating
ways to fulfill needs
Creating ways to fulfill needs
New innovations
Focus on needs and package some new
products or services
Napoleon Hill "Think and Grow Rich"
Spend your energy creating
How would you feel if I lost everything
She was so sincere
As long as I have you I'm good
She demonstrated it
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I want spend the rest of my life with this
person
Someone can come and take it all away
Your job is to be prepared to respond
with dignity and grace
Hey I'm suffering
Do you think they helped me?
How do you feel about that?
Do you know why it's cut throat?
There's value in securing a solution for
someone they love
Majority of people would benefit fromwhat we know
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I don't want to share my piece of pie with
you
I'm dead if you start taking my patients
Taste of what it's like to tap into the
other 96%
In less than a year and a half your goal isto close your doors and only takepatients referred by your existingpatients
Your greatest compliment is bringing in a
family member or friend on your nextvisit
Only do back door business
What are you doing to get them to bringanother patient in
Best patients are the one's brought in by
another one
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How many patients have been brought in
In the past 30 days
Tapping into that duplication
How do you harness that power of
duplication
First place I look in a suffering practice
The front desk
First sign of a suffering practice
Post its everywhere
#1 reason they leave
They hate the front desk
Today's a new day
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Front desk is responsible for getting
someone to bring in another patient
Second reason is financial ambiguity
You should have a website
The receptionist lied to me about needing
a script from the doc in order to beevaluated
That I have to have a physician's referral
Must have a medical diagnosis to initiate
treatment
You can treat if there is a medical
diagnosis
It's your duty to do the evaluation
She doesn't know
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She's never been trained
How to activate
Front desk will make or break your
practice
What to say
Different caller profiles
How do you get new business in the
door?
Website is the number one thing to
generate new business
Showing up in top 5 on google
Only viewed by 12% if you're on secondpage
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Google is where 54% of all searches are
done on the internet
Reasons why you should choose us
If you don't have it written
If you don't know why people should do
business with you
How do you become the first one on the
list
Be wary of companies that charge a
monthly fee
Secrets to attracting new patients
They have not decided what type of new
patient they want
Do you want to get more in network
patients?
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You want to diversify
That's the secret to getting new patients
You squeeze three times as hard to get
one third the juice
Your message has to be loud and clear
Do you have high deductible insurance?
We can help
We can discount that deductible if youhave financial hardship
Got to determine what channel you want
more
The message changes depending on whoyou want to attract
What kind do you thinks more
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Personal injury pays without discounting
Best paying third party
Cash system is critical
Did she give me any information to like
her
Your receptionist is doing the exact same
thing
Knowing what to do and say
Most receptionist don't say I lost him
Every day you are losing people but your
receptionist is not telling you
Personal injury is the best paying
Cash is the most convenient
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The best one is the HMO
Always sending patients out
HMO's don't stall
It takes time
Demonstrate you're going to be around.
The secret to business is getting people
to do business with you
You want to do business with people whoare brilliant
People don't like doing business with
people who say no
Always ask a question
Negotiate through a question
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The trained receptionist is the one who
gets patients in
How's your experience?
Patient loyalty is different than patient
satisfaction
What is a loyal patient
You don't want satisfied patients
The instant something better comes
along they jump ship
I will die for you, that's loyalty
The instant someone better looking
comes along, or connects with someone
better emotionally
They'll admire you until you blow it
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I'm here, I could care less about the
competition
What are you doing to earn that?
Over 70% in all relationship there is
cheating
We don't know how to cultivate loyalty
Can you love somebody and they cheat
on you?
All the time
How do you earn loyalty?
Worker's comp is a good channel
Have to send the message you havepayment plans available
How to get more Medicare patients
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It would be nice to have a services
brochure
Top 10 Reasons to Choose Us brochures
Medicare patients want educational
materials
They read them
Laser brochure is so popular
Laser is all cash
You have two options
Send a survey and ask MDs what kind of
free classes that they would like to makeavailable for their patient
Make a brochure for the class
Offer the class for them
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#1 class they want to see is a pre and
post op joint replacement class
Surgery is good
During outpatient they're not getting
what they need to
The quality of the surgeon is not beingpreserved
It's a good thing to be offering these
classes
Equip physicians with brochures
How much will it cost?
Last thing you want is an unexpected bill
later.
Do patients quickly pay the bill?
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They can't pay it
Most people don't have it
The invoice looks like
They think they have 4 or more boxes to
go
Will they come back to you if they owe
you money?
More likely to get sued if they owe you
money
It kills loyalty
Healthcare sucks because they have no
loyalty
An industry that doesn't have loyalty is
weak
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Be wary of facilities that don't make
services affordable
If you want more personal injury caseswho should you go to?
Start referring clients to lawyers
Contact industrial relations in your state
adjusters, docs, clinics
Don't ever treat without authorization
from worker's comp
Do a favor for them
They'll appreciate you
How do you get more cash payingpatients
Get the message out
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You have special programs for the
jobless, uninsured
I like something written
I don't like word of mouth
We like to make these available in our
lobby
Be wary of clinics who don't tell you why
you should come to them
Offer a program that specifically meets
their needs
Could triple business by turning to cash
programs
This involves advertising principles
Laser brochure makes 1 million in five
years
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Go to 830laser.com
Only recommend things that you use
Marketing kit in a box for laser
Can get screwed with HMO contracts
Stay as a fee for service alternate listwith hmo's
How to automate your practice through
your employees
Hospital outpatient is good money
Easier to run two facilities than to run
one
It's easier to run 2 or 3 clinics within 20minutes of each other
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How would you like to run your clinic
without headaches
Never make a decision on the spot
Should always walk away
They will come back
They play games
You can do private contracts
Contract with the miami ballet
Getting injured all the time
Can't afford the worker's comp payment
After every game they're injured
55$ treatments
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If they wanted to try this they had to pay
something for more
That's cheap
You super size
Private contractors are nice
It's good business
Some of the language in the worker
comp laws
You're not actually doing Pt
It falls under the auspices of wellness
Another private contract is good
Way of reducing or avoiding work comp
claims and still give patients what theyneed
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Ptpn
Pay them a lump sum and they will put
you on many contracts
Negotiations is not a tough thing
You should have said they are screwing
with me
Best way to convert people
Send letter of introduction
Get one exposure into their brain
Follow up with a phone call
Follow up with face to face visit
Where people are learning about you
Ease the pain brochure
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Total joint replacement class
Fax blasts
Find a local charitable organization for
abused and neglected kids
Or widowers, or prisoners
Develop a relationship
Start donating money
Give them a voucher for free treatment
Everyone loves you for doing something
nice for the community
Get a lot of people talking about you
When they do need you
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They think of your services when they
need you
830 laser is a no brainer way to get onthe news
Someone's already done the work of
establishing credibility
The fax they're checking 10 times a day
20 out of a thousand will ask you to stop
faxing
Should you stop faxing because of the20-30
I like it when you give me something
It takes the attention off of you
Mkt asst is the face of our clinic
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I was forced to do fax blasts
Faxing works because they check their
fax 10times a day
It's good to tap into the 4%
How do you get them talking
Ask them
I want you to know
If there's a class for upper extremity thatyou would like to see
What would you want to see
Repetitive stress
A class is worth $16,000 a month
What is valued most by patients?
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It's what consumers value
That's a commodity
Back then the commodity was listen
Commodity to health care consumer
today is information
Teaching me something I did not know
There are some docs who want
exclusivity
Face to face with mds
What topic would you want to offer to
your patient
Google search the doc
I always like to ask them what do you
dislike most about us
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When you say something to the patient
that conflicts with the doc
Docs hate you playing doctor
Docs like legible reports that are brief
They don't like check boxes
How's the patient doing
All they want is a simple narrative
It helps to say I never play doctor
You can't over educate
Always say something you like about
them
Everyone of us has something good
Be the person who notice them
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Then you have your discussion
Say something good first
People will do more things for you
You actually acknowledge their existence
Help them do their job easier
Like a mileage chart for industrial med
Flip charts with anatomy
It's a good thing to give to referral
sources
It's makes Them want to work with you
Docs like to know what's going on
Docs love hearing from their patients
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Currently docs don't read most reports
unless it's done a certain way
Send a clinical note to the doc
He's a miracle worker
The stuff they won't say face to face
It doesn't cost much money to get thank
you cards
You know how you feel when you get
those cards from vendors
Make it memorable
Put their names on it
Everyone signs it
Mail that
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It will go along way
People connect with people
Special gifts
Gourmet chocolates for the office
managers
Wine for the docs
Cheap chocolates for the front desk
Not a doctor who doesn't like wine
Tv, radio, news
It's not as hard as you think
Be wary of attractive advertising
Website needs to be focus group tested
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We like websites where there is
movement
Have a map on your referral pad
The map changes everything on the
referral pad
Make it easy for competitors send youpatients
Put things outside your door so walker
by's can take something
Classes bring in 20% more business
No consumer wants to see that
This brochure helped her get healthcare
practitioner of the year in the state
Irs accepts up to 15% in advertising
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Put decals on your windows
Laser gets rid of migraines
Don't worry about food, clothing, or
shelter
Spend time on $300 an hour tasks
I'm creating
Spending time with $300 an hour tasks
Do the things you enjoy
The more followers you get the more
successful you will become
I need to disseminate information
Free treatment with a revolutionary laser
that's safe, fda approved, no side effects,
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and will help unlock the healing powerfrom inside your body
Don't spend it till you get 3x return
People don't mind paying out of pocket if
they know before hand
Not equipped to handle because theynever got this question
Who's experiencing these questions
Patient advocate services
One stop quick services
We want to know what's really going on
with our care
Healthcare information
You don't evaluate people
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Get rid of jargon
Disconnect by using words they don't like
We are glorified nurses
We developed exercise skills nurses don't
have
Its in our roots
We're very bad at telling our story,
getting our message out there
Sit there at the crossroads and not
making a decision
What happens if you stop moving
Decision moves a business forward
Decision is movement
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Who is capable of working with the
People we work with
People could care less
Do you know how to express that
message?
They're interested because I connected
with them
Exciting message that people connect
with
We're not good with expressing our
decision
People don't know
Don't say things that turn them off or
confuse them
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What you do as a therapist
You don't do ems
What is it that you do as a PT
Do you really take away or relieve pain?
Is it you that did it?
I don't feel like he cares
Your job is to make people feel good
You do not fix people
You use revolutionary techniques that
unlock the healing power from within youthat produces rapid healing and pain
relief
Consumers want to hear this
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Does your receptionist contribute to the
healing process
You already feel better
You're already on the road to healing
How important each person is to the
healing of person
If you fix people you don't care about
others in the clinic
Goals is to get patient to say I already
feel better
You are using tools to unlock the healing
potential
And it starts with the first phone call
What's you name
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Have you been here before?
Welcome
What happened?
Did you get x rays
Let me see what I can do
How did I show it
How did I show that I care
Did you just listen to what this person
told you
This person is traumatized
You need to get somebody that actually
means it
The ad you use to find this type of person
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To get them to solicit you
Determining level of urgency
Determine their medical urgency
Between medium and a lot
If someone can't sleep their healingpotential can't be applied
Cannot do 3 out of 5 and their pain is a
medium to a lot they're urgent impaired
Need to get them in right away
Standard is 2 to 7 days out
Everything is subjective
Its like a blind date
Would you like to do this again
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You can't be too available to standard
patients
They are not bad off
It doesn't make sense
You are too available
I welcome them
Do you want a welcome?
That is what you do in the first stage of aphone call
You welcome and determine medical
urgency
Don't be too accommodating
Your goal is to get them to bring in 6
other people
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No second chance to make a good
impression
Everyone knows that all I do are spines
Think your good at everything if you are
good at one thing
Is 6 to 8 minutes too much to invest in anew patient
You should have music, not dead silence
We'll give you a 30% discount if you pay
out of pocket
It sounds like a pretty bad injury but not
that serious
Do you have a pen handy
One, got her an appointment
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Good news I have availability
People think you're no different than
anybody else
The way you deliver is the way they take
it
A girl who could not stop saying sorrywhen she is not
Getting a standard patient in 3 days is
good
She was costing me more money
They don't bring in other people when
you say words like sorry
Scheduled with good news
Give her options
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Automatically on their alternate list if
they send someone to you
HMO
It's just timing
You're trying to catch people at the right
time
Talk about payment
Give them options
Not trying to sell them
Not saying must come in
Depending on the complexity of your
condition
And if you require treatment and will
benefit from it
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Everyone needs to hear that you could
be that affordable
And typically most don't require morethan 6 to 8 visits
If you can't get them better then there is
something wrong with you
Get them better in 6 to 8 visits over 60
days
3 to 4x a week is done
It's more expensive with less results
Work comp is 5 years behind medicare
You can't eat up the benefits by doing 3-
4x a week
They say I can't come that much
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I can't afford the copay
Adjust it and send the doc a note
1x a week is better than nothing
Your objective is to get 6 other patients
from that one patient
How to think through the eval
It's not if you get audited but when
between 40-90 bucks
Typically doesn't require more than 6-8
visits
Conclude with apple
We have so many controls
Update their info all online
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Make appointments outside of office
hours
Convenience factor is significant
Our documentation is audit proof
Even if you miss something it will still be
there
We have a super control panel
They're playing dirty
Dirty tactics they're using to get money
back
Beta testing starts Jan 1st
Software system I've been mapping forpast 4 years
Don't trust APTA products or software
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It's not for real life use
Hpso is not the best one
Finding an attorney who knows pt law
Their meter was already at $150,000
For third day at court you should be at$14,000
Paying too much because of fear
Download paperwork
Payment
Bring credit card, cash, or check
Sending message you like money
Late
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We have a strict late policy
Arrive 30 minutes early
No shows cost you money
You should know what no shows cost you
No show on first visit they're lost
Typically a lost patient costs you $3,000
If you don't place importance to your
slots
Patients won't place importance to your
slots
PPO where you're in network
What did I just do
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I had them call their insurance to get
their deductible and co insurance
Receptionist cannot be the one whodelivers bad news
People thing you are in cahoots with the
doc, the insurance
Let them get the bad news from the
appropriate source
Members phone number versus the
provider call in number
Let the patient get the bad news quickly
and simply from the insurance company
That's horrible
What are you paying every month for
Splice yourself from the bad people
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Are you undergoing financial hardship
We have payment options
PPO will try to steer the patient from
coming to see you
Two federal and two state insurance
fraud laws
You're the same thing but in a lesser
degree
They're on a religious vendetta
On a religious kick
Billing is an art, it's not a science
Doing it for flexibility then you can bill isas ther ex
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If your doing it because they have poor
proprioception then it's neuro re-ed
Student PTs are dangerous
They think they know because of what
they learned in school
PT board are not freaking cops
Have to have a policy and have every
employee sign it
Never should not let anybody in
It's a violation of your policy
They take notes so they can say
whatever they want
Don't answer any questions without legal
representation
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Its a mad witch hunt
PPO out of network
Call the patient
Here are your options
We have an affiliate who's in net work
They're convenient and they're good
PPO is participating provider
First person who came on the block and
said I'll take a discount
They're going to say to their doc why did
you send me there
Quickest way to lose a referral source is
to say we don't take that insurance
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Who do you want to preserve
It sounds like a silent ppo situation
They're piggy backing of someone else's
fee schedule
Using their provider list and agreement
without a contract
It's all about the physician
If you don't ask you never get
You have the right to get pissed off
Win at first level of response
Whatever they save the insurance
company they get a percentage of that
If you have a high deductible don't worry
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We have a program to help with financial
hardship
It doesn't matter where I treat at
They're looking at who the provider is
Make it easy for patients to get access to
you
Lien settlement form
It's always an offer
They're going to try and intimidate you
Attorneys lie all the time
They've come to a resolve
It's not who I am
It's what I do
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That's how they justify lying
How do you respond to that
Thank you for bringing this to my
attention
Is your client aware you're talking to me
like this
I'm going to take your client to court
Because you're being really offensive to
me
Cash low income
Cash high income
Can you tell me more about yourprogram
Tell me what's wrong
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The price will depend on the complexity
of your situation
Don't go into explaining
Are you unlocking the healing potential
inside me
People want to pay for feeling better
Are you unlocking the healing potential
inside of me
It's not by chance they know how to
make $26 million a year
They use the art of war to train CEO
One of the tactics is divide and conquer
Another tactic is to confuse them
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I'm showing compassion to them by just
talking to them
Show prejudice by the late filing
Lost money because of the late filing
Show they were prejudiced by it
Bethesda naval research on cold laser
Accelerates spinal cord healing 6 to 8x
No thermal effects
It's not common sense
Paycycle.com for payroll
Where your trying to go and how you
walk away
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Once you define that we help you
accomplish that
How do you walk away
Don't give people reason not to
remember you
PT is something you take control of
Will a person get better if they spend less
than 2% of their time getting better?
Important to acknowledge that's horrible
Why is it important to put in time to train
your receptionist
Your receptionist can ruin it for you
Intake
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How your front desk handles the intake
will dictate the relationship with thatpatient for life
A female, a gay guy or a left handed
person
Straight guys don't have communication
between the two hemispheres
Straight guys can only do one thing at
one time
Who you should get as a receptionist
Main job of receptionist is to gain loyalty
of patients
Most receptionist hold the clinic hostage
That receptionist literally runs the place
When I walk into a suffering practice they
don't greet me
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They take too long scheduling one
person
Your receptionist should never schedulemore than 2 or 3 appointments inadvance
Your receptionist can't do their job until
you create an environment so they cando their job
Why is that cash register here?
Where are the forms
It's not about hiring great people to build
a great business
It's about building a great business to
make a great people
Our organization is a stepping stone to
something better
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It was me who was stupid
Until I made the position right even the
perfect person would fail
How did I contribute to that mistake
You will be a different kind of captain
Your chance of having a successful
business will be higher
If you're going to make it easy for people
to do the wrong thing
Even the president will do the wrong
thing if you make it easy enough
It's how you do it that makes a world of
difference
When you have a loyal patient they will
bring people in
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How to streamline your front desk
Training the receptionist
Train how to greet
Stop what your doing
Nothing is more important than thatperson walking through that door
Look people in the eyes
There's something about looking peoplein the eye
Make eye contact
Say hello welcome
Smile when you welcome them
Use their name
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Say their name
Don't look busy
You have to explain what it means to
perform
People don't like being told to be fake
Screw you I'm not going to be fake for no
one
I expect you to perform
You're going to succeed
What does performance mean
It means
What type of people do you know who
perform
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Fake it
Make it look so easy
You could not tell
You would not know
Performance has nothing to do with dailytasks
Hungry, headache, hung over
I don't want to know
Patients don't want to know
That's performance
I expect you to perform
Once they understand it they will do it
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It's so hard to decondition and
recondition
Should they do this with you?
They better
There better not be a time where you
don't greet me the same way
I better not walk in and have a day that
you don't do that
You have to smile
Employees come in sick
There is no incentive to be sick
My staff prefer to come in
Sleep when it's down Time
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We love them more for what they did
Let us send you home
If they do it once, you forgive
You need to control your life
What should we do with your work load?
Now it's culture
You need to get culture
It's ok this one time
Tell them you don't want them to do it
again
Communicate by telling them
Your the one not equipping the staff to
schedule themselves
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I do recommend that the receptionist
position is split into 2 part timers
How do you feel about it
What do you like about it
Sign in
Please ask for the receipt so receptionist
can't pocket cash
#1 patients hate to wait
#2 patients hate paperwork
Express Registration form
Hippa notice
Pre exam form
What do you feel about these rules
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People give you opportunities to see who
they are
Some business cost you money and isnot worth it
Assignment of benefit - any third party
Advanced beneficiary notice - Medicareonly
Lien form
Payment worksheet - work comp
People give you opportunities to see who
they are
AOB is a legal document
Don't give patients reasons to hate you
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Important policy poster with someone
smiling
Is that important
$10 fee, people consider it fair
Second sign they should see
Don't break the law poster
Can't waive co pays and deductibles
Professional courtesy is not acceptable
Every doctor's office should have a don't
break the law poster
Tell me 4 things in how to train a
receptionist to greet
Most powerful tool for receptionist
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Clearly know what the rules are
Rules are not meant to justify
punishment
They are opportunities to exercise
compassion and forgiveness
If someone doesn't know they didsomething wrong there is no room forcompassion or forgiveness
They are ready to pay once they know
the rules
There is nothing that can't be forgiven
once
Inspires and creates loyalty through
forgiveness
Seen how her forgiveness and
compassion has power
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How strong a person has to be to forgive
You clearly define your expectations and
rules
And you expect them to be broken
Prepare to respond with compassion and
forgiveness
Able to go against everything you believe
and do this in faith the relationshipbecomes stronger
They just love you
You can do all these things you think are
going to make your patients happy andtell their friends about you
Being forgiven is a big deal
Some people have never been forgiven
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It's something magical
It changes relationship
The walls in your office are billboard
space not art space
People get better faster if they pay a
little bit as they go
How to use a fee slip
Video tutorial
3 part NCR form
Secret tool to collecting as you go
Medicare has an 8 minute rule
Just practice the way you think you
should practice
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PPU price per unit
Not writing code in here ever in fee slip
Have to put down how much you did
If you do not give them a bill that makes
sense and they can understand
They won't want to pay it
Round up on fee slip so you can send a
refund check later on
It's hard to compete with an indefree
practice
Got to get that patient hating their
insurance and loving you
What the hell do you pay every month
for?
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Ask a question
Are you undergoing any financial
hardship?
You never say, well that's our policy
They don't complain any more
They don't hate you because you were
being helpful and professional
Determine exactly what they are going to
need
How important is this to you?
Do you trust me?
Right from the get go we give thempayment options
Make a good faith effort in collecting
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Show it to the patient
Pay out of pocket and get 30% discount
Don't want them going back to the doctor
complaining you don't accept theirinsurance
No problem, fill this out
As they fill it out what will they learn?
They will have to pay an extension fee if
they want to be treated
There's something amazing when you're
forgiven
Very rarely in our society do we feel
forgiveness
What do you ask?
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If you qualify we can help
We can waive it
It's important to let people know you
have a payment plan
So they can bring in friends and family
who have financial hardship
What are the options for an hmo?
They're not coming to you
Help you submit a request to see us
To get on the alternate list for the next
10 years
We can help you submit a request to beseen by us
It's in your best interest
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There's no deductible in hmo
More people choose hmo
You want to get on an alternate list with
an hmo
Medicare is handing patients over to hmo
Get as many people as you can to come
see you
How to handle confrontation correctly
Stop playing doctor, that's a
confrontation
How do you handle that
Being what I'm being
Confrontation equals an opportunity to
make things better
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If you respond appropriately you can
have a better relationship
You better be careful what you areasking for
If you say get the hell off my back
What's the opposite of love
Indifference is when you stop caring
He's not worth it
Love dies
You can't get it back
How do you respond?
What's the first step
Thank you so much for letting me know
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And giving me a chance to respond
Hold on just a moment
Pause
Leave them with the thank you
Step away take a breath
Come back
Ask the best question you can think of
What's wrong
How can I help
Would you like me to do this anyways
Think of a question to ask to get them
talking
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Suppress your need to talk and listen to
them
Shut up and listened
How can I help make this right
What would you like me to do?
You got it
Anything else?
Family or friend is accusing you
Hardest thing to say is how can I make
this better
So hard to get out of your mouth
What can I do to make this right?
Don't try to justify you were right
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Feel so small for being that way to
people I love
Need to be so right
James you could be wrong
I don't need to be right
What I need is to be loved
I would rather be loved than be right any
day
This is how you grow the relationship
your in
You will experience a totally different
path than your living
I'm sorry is very appropriate
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I'm willing to give you what I want just so
I don't feel hatred for you
A lot of people feel unmotivated becausethey feel uncomfortable feeling hatredtoward someone
Most you can do is apologize and make
up doubly for it
You don't get many chances to make
relationships grow
Got to set your fees appropriately
There's a critical price point that will
bring you the most business
The way you set your fees
There is no magic formula
What would you pay?
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Be above medicare rates
People will look at that and say that's fair
They have no qualms paying it
Automatic 5 minute foot pressure point
release
I don't know what you're putting into it
Times it by 1.5
Make sure that fee is higher thanmedicare's fee
I guarantee you you're never going to fall
below medicare rates
It's only $105 for Initial evaluation
You could use our fees and do well
anywhere in the country
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30% is only to those you are not dealing
with their insurance company
Ther exercise is one on one
There is some skilled intervention
Intervening with some skill
If your using an aide I would charge half
that
I don't know why you are not intervening
It's really up to your interpretation and
your intention in that manner
He's not just an aide
He's a tech 2
If he challenged the pta board and he
would probably pass
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You can make money with laser by billing
the work insurance
Super bills, they don't work
3 part fee slip
59 think of it being distinct
The unbundling code
How long are you in that eval face to face
determining what's wrong?
What do you bill?
Eval is not a time based code
If a patient has bee told they have this
condition, that's a diagnosis
97001 eval
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$190 total
Doesn't sound right because it's not right
Ther ex is a time based code
Different body part
Different diagnosis
Two different systems that are
problematic
If this is a medicare patient your going toreach the cap very quickly
Typically unlikely your going to use the
59 without the 52
Use the 52 occasionally
You could be red flaGged for only using
the 59
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You should always charge for what you
did
If you do something you had bettercharge
It had better reflect accurately
You could be charged with fraud
What are you telling me?
Do you deserve to get paid for those
treatments and the eval?
Rebill it with the 59 mod on your eval
and treatment
The reason why you don't get paid for re-
eval is because you don't put the 59 modon it
If it's not written it doesn't exist
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Be artistic
Find a different way
I need to know more
You have to do re-evals per state practice
act
Re eval is as much skilled eval
Start using codes that pay more
They should be thinking how do I make30% more
Add 2 things
Make sure you have one comparable sign
that is functional
Stability during walking 50% safe
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Each time they come in increase it by 5%
Make yourself safer and start using a
better code
Seniors don't need flexibility
Seniors need functional ability
97140 for decreasing pain
It's a tough thing to bridge manual
therapy to functionality improvement
97530 does pay 30% more than 97110
ther ex
Bill under 97039 as unlisted item or
modality
What's serial casting?
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I have a feeling your not maximizing your
reimbursement
97039 is not a time based code
Non time based codes vs time based
codes
Always talk to you payor and know theirreview policies
You should know what you agree too
When eval a d/c patient use modifiers
50 mod is bilateral code
Don't need to use or know other
modifiers
Don't go overboard with 59 modifier
without the 52
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Everyone in this game knows what 50
modifier is
You are safe if ever audited
They're using this as an excuse to get
money back
They're winning fraud cases with that
They just want money from you
You're billing for treatment that the
patient is not able to participate in
Don't say tolerated treatment well
It means nothing
Put down patient participated well intreatment today
That will save you in court
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There is no proof of escalation
Always sign your first, last name, and
title
Make sure your getting an md to sign off
on a plan of care
Make sure your status note is signed by aphysician
Everything is a good faith effort
No one is going to blame you for not
being able to control someone else'sproblem
Have you noticed the change I plan of
care being faxed by inde fax
We give them what they want to see
All of you should outsource your billing
and focus on bringing in more business
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Spending energy to collect just a little bit
more is like clipping coupons
Focus on bringing new business throughthe door
See physicaltherapybilling.com
The source of needing or feeling thatyour always right comes from an inabilityto deal with the emotion of hatred or thedenial thereof
The denial of hatred can blind you the
Possibility of being wrong
You think you are right because you don't
believe you are capable of hatred
Hatred cures your need to be right
Need to be loved the most whe you feel
intense hatred
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Hate is the right you can't feel when you
think it's wrong
Steps in getting short listed
Keep track of claims not paid
At 30 days initiate action
ID poor language in EOB
Hold them accountable to timeliness law
Appeal every denial
Pay you just enough so you think there
isn't an issue
Appeal every time they deny you
You respond
This is how you win denials
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Your fees are excessive
Everything I bill I pay
Exceeds fee schedule for customary and
usual
A letter you give to your patient, the
insurance company, and the insurancecommissioner
Without an explanation
This interferes with my relationship
If you want that patient coming back
If you want that patient sending other
patients
They will keep doing it until you stop
them
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If it's too thick throw it away
Hatred is the greatest motivation for the
common man
30 days
You have not gotten an eob letter
Your tenacity is what gets you short
listed
Report you for violating prompt payment
laws
Please be cognizant of the time line
You may be reported to...as a delinquent
insurer
Patient initiated complaint
Hatred is a most decisive factor
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He didn't become a good decision maker
until he could admit to himself that hefelt hatred
Referee between david and goliath
Otherwise goliath would run amok
$30 request fee
Way to say don't screw with me
That's find don't pay me
I'm going after your member
Appeal every denial/reduction
Denial because it wasn't medically
necessary
Patient ineligible
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Filed too late
Benefits exhausted
None of these are valid denials
Interferes with the patient therapist
relationship
I know how to make decisions because
now I know how to feel hatred
Feeling hatred is the only remedy against
being in a false sense of being right
You cover your inability to admit you
were wrong by pretending not to hate inorder to make yourself right
Fees are not customary and reasonable
I never agreed to a reduction with you
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We cannot control their response
We're going to go after your member
That's when they pay you
We don't like confrontation
You have to play the game
That's the only game they respond to
We're all cut from the same cloth
We all want a zen life
When I send this to attorneys they pay
up
Are you having any issues collecting from
medicare?
Download the medicare software
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Do not even be remotely tempted to do
your billing
They can't charge until you get the check
Don't make that mistake
You focus on bringing money through the
door
Hating something made me good
Loving something made me right
What are you trying to build and how do
you walk away
You can't make decisions
You don't know where you want to take it
You can always change your mind later
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Before you take steps
Before you take actions
Make a decision now before you start
taking action or steps
You are the cream of the crop because
you made a decision to be here
You went into this because of the cush
hours and having a job wherever you go
Get to make your money and go home
and raise your children
Try to give back to our profession
because it's a privilege
Don't have the resources and the wherewithal to fight back
Your benefiting by these people's
suffering
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Don't keep taking without giving back
They just take
They bad mouth employer
They get to go home with their money
They could give a damn about ourprofession
Clarify the rules and expect that they will
be broken
Training the receptionist is the $300 an
hour jobs
Structuring your front desk
Training your receptionist
What is automation?
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Do you want it, what is it you want?
Do you want to be able to take a
vacation?
When your not there, do you want it to
actually grow?
How do you make that happen?
Automation is having your business grow
without having you be there
If you don't do it that day, that's a fire
It's their job
When they're getting paid to do it , they
actually do it and do it better
You have to pay a marketing asst to
expose your message to the community
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20 hours a week
Someone is spending 80 hours a month
getting your promotions out there, willyou make back $3000 dollars?
Make over $1200 a month with the laser
Potentially bring you back more than$3000 a month
If you don't spend you won't grow
You have to go to him because he has an
amazing laser
Spend money on those things that
generates new business for you
You have to go to him because he hasthat
Stop putting out fires
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Anything that has to be done
Pay someone else to do it
They make sure there is someone who
can
What's the definition of automation in
private practice
Increasing profits without you being
there
Making more money
Producing more patients
I do it when I feel like it
Share with you what I do
How is it I don't have to step foot in my
practice and it grows
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The number one thing that gets in the
way of a business growing is the owner
The owner gets in the way of the successof the business
Automation is not having to be there
And there is a high perceived quality
Is there perceived quality of care if the
patient is not getting better?
You think high quality is a certain thing in
your head
High quality is a perception
Its the patients perception
How to increase their perception of
perceived value, not yours
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You want a clinic full of people who think
you are the best
Already feel better because that healingpower is already unlocking
Already feel better
Placebo effect
51%
That's how powerful the healing power is
Address their perception
It's 51% effective
They're already getting better
Not allowing that 51%
Phases of automation
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Everyday I get a one page report
I scan it in 2 seconds and I'm done
Form takes 2 minutes to complete
I look for trends
I hate no shows
What's your threshhold?
Zero is not realistic
Living your life like a scrooge
Always unhappy
3% no show
Are no shows a reflection of something?
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It's a reflection that your is not doing
their job of addressing loyalty
If they go above
3% I send them a memo
Stop it
Stop what you're doing
What does it mean?
What does a crew have to do to decreaseno shows
It's not common sense
Most practices try reminder calls
Your relationship with your patients are
like blind dates
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Next week
Sure
It's just a little weird when you call back
to remind someone
I'm not calling anybody
How do I relate to them in such a way
that they value this so much I don't haveto be the one calling
You should not ignore your body, your
spirit trying to tell you something
It's trying to tell you there's a better way
Don't try to brush it away
Think of a better way because there is
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How can I make the interaction so
valuable that they come no matter what
What's wrong?
Is your pain medium, a little, or a lot
Are you having trouble eating,
sleeping,walking, going to the bathroom
I reserved this spot for you
No shows are directly correlative to eye
contact
The eyes are the window to the soul
Smile
If your staff are not smiling no shows willincrease
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No one likes to walk into a room of
frowns
Say their name 3 times
They will subconsciously or consciously
forget that appointment to avoid thatfrowning face
Give your attention to the patient
You've got to give them your full
attention
Learn how to control the conversation
Clinical staff has to ask them show me
what your doing at home
Ok start doing it
They spit it out
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There's no hesitation
Accountability decreases no shows
If you don't ask them regularly they don't
see the value of coming to see you
If you don't do comparable signs no
shows will increase
What are you doing at home
Stop doing that one
Start doing it that way
Reach up
Stop
There is a 3 inch deficit
Its a sign you compare every treatment
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If patient don't see with strong evidence
they are getting better each timeperceived value will decrease
They can't feel improvement
Went way beyond their critical dc visit
How do you feel about yourimprovement?
No shows increase, stop it
They know what that means
They can't lie
It's all online
I can jump online and see what they areseeing
5 stages of automation
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This is what I do that allows me not to
step foot in the clinic
You have to be ready to receive it
First step is self
You have to become a person ready for
that
Need special tools to automate
Take away the tool it's nearly impossible
to do the task
Third, is the physical environment
Physical environment has to be set up
properly
So congested
So many things are missing
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It's a science
It is not an art
It's not just preference
The way your physical environment is set
up can lead to failure
How do you feel about that change
Certain procedures have to be in place
Employees have to take ownership
What has to take place before employees
can take ownership
Before they can own it you have to give it
over
Did you give it?
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Did you let it go and give it to them?
They can't take it unless you give it
They want to control it yet they want
their employees to take it over
You have to first work on yourself
You must desire independence
What do you think I mean by that
There are people who need to be needed
Want other people to depend on them
Are you one of those people wanting to
be mother hen
They don't need me and be ok
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Some people create an environment
where every one is coming to you withtheir problems
Got to stop your dependence on other
people needing you
People depending on you is not what
gives meaning and purpose in your life
It's not as easy as you think
They don't need you
You need to substitute
Once your staff and clinic don't need you
Got to start doing these other thing and
start to substitute
Stepping up and say I want to lead
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Have to embrace what your role is
Think of yourself as the head of the body
The receptionist is the heart
The therapist is an extremity
You need to be the head
The head only has two primary functions
Package programs
Create tag lines
Writing articles
Trained what to do with that business
Getting a message out there
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Have to apply things you never applied
before
Have to become a mountain mover thatfinishes what they start
One stone at a time
Got to be a person who doesn't get overwhelmed by the mountain
That's the first step
Can't go onto the next step until you
prepare yourself
If I feel it, the patients feel it too
Like to use my website for a team hub
What they agree to is what they agree to
Do we always make them wait?
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I like making people happy
I used to be the kind of person who would
disappoint
I want to over deliver
I want to make people happy
How much money did I bring in
How much expense was there
Calculate what your expenses are foreach month so you can make decisions
Complaining is grounds for termination
I'm so tired
Is that a complaint?
Oh, I'm hungry
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That's a complaint
Can't go I'm hungry
Grounds for termination
Can you watch the front so I can lay
down
Do you mind grabbing me a snack
Have to tell your staff what is a complaint
and what it's not
Bad mouthing patients, you're
terminated
Paid time off is paid vacation pay
Vacation is only for licensed employees
Earn vacation pay based on the hours
they work
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Get 3 hours for every 40 hours worked
Do not pay salary to anyone
It's the easiest way to make staff do the
wrong thing
When you fire them the write up is
important
Need justification for firing due to
violation of policy
Warning for first offense
Write up
Suspension
If someone complains we can fire themon the spot
Complaining is that damaging
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Make patients feel like staff need to be
taken care of
Went into business to build the kind ofhouse you want
How did you respond
What documentation did you providewhen you responded
I have to see what you offered
That's what people do, they're just
dishonest
I want them to think through their own
decision making process
That's why I respond to a question with aquestion
You're trying to build rather than be the
building
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I like to use videos to train staff
Daily productivity sheet
How much revenue did I generate today
Only certain things you must know
Who generated it
What was the productivity of the staff
there
I shoot for 40% profit
Who generated $3000 day
I don't over pay myself
I can out money anytime I want as an S
corp
People are familiar with corporation vs llc
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Pay myself a standard rate so I can avoid
paying higher employee tax
I never knew where I was in my day today
Quarterly P and L was hard to make
decisions
They cannot know what someone gets
paid
They can't even try to inquire about it
It's grounds for termination
Late policy
Goes both ways
Need to track that
Receptionist controls the flow
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Patients hate most is waiting
Who is responsible if that timeliness
mark is on the rise
Who is responsible?
Who do you punish?
The receptionist is responsible ultimately
Receptionist is the patient advocate
Her ass is on the line
If he doesn't listen you write him up
If you get me involved something is
going to happen
Are you ready for me to get involved
I investigate to see who's at fault
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The licensed professional needs to take
control
I will tell you what punishments you cando
How to punish them is revolutionary
You would never think of doing and itworks
The future is going where you don't use
fax machines
Xerox documate
Best high speed scanner for that price
Human resource officer documents
people who are late
What could she have done to not get
fired
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It's not your mistake that gets you fired
There is no mistakes that an employee
can make that is near the size of themistakes that I can make that would costthis business the most
If you sit there and act like there's
nothing wrong, you're fired
Their coworker was trying
Determine how people are responding to
this problem
Who knows the story well, tell us the
story
It's your response that will determine the
outcome
We take accountability for our mistakes
and our actions
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You will wish you fired her 6 months ago
Either sign it or your fired
Need to do some investigation
How do you track employee hours
It's so easy to do the wrong thing
Employee punch clock
www.veritasksoftware.com
What I'm telling you
You would not find on your own
$269 one fingerprint device and up to 10employees
Just a one time fee
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One per location
Get your money back in just a few
months
High return on it's value
Saw a 15% decrease in payroll
Only receptionist can clock in early and
late
Everyone is from 8 to 5
Receptionist is such an important
employee
The moment she does something wrong
That position is tainted
Person will live with a grey cloud over
their head and your business will suffer
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They're going to fall because you fall
Employees cannot become your friends
or your family
Don't hire friends or families unless you
create an expectation of rules
Failing relationship
Define roles, rules, and punishment
It's never too late to clarify expectations
and set up rules
All monies lead to me
Do you want your daily closings to sit in
your practice till the end of the week
I don't like money sitting around
It's not a fire I want to create in my life
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They put the money, checks, and credit
card receipts into a priority envelope andsent to me
All I take is the cash
I'm just sharing with you what I do
www.nurol.com
Retail point of sale system that is very
affordable
You need to collect at the time of service
Can't take the copay, ring it up, and
pocket the cash
Indeoffice free for 3 years with
partnership package
Some kind of collection system
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It's too easy to do the wrong thing
Why should I do business with me?
Are you sure that's what people want
Have you surveyed people to know what
it is they want
We know what it is that people want in
choosing a therapy center
This is not common sense
What it is people want
That will determine whether people will
do business with you
Convenience in location, payment,working with you, payment options
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The office that can offer patients
convenience will be successful
The office that can advertise you are themost convenient will get the business
The one who offers the convenience will
get the business
Convenience is a part of retention and
loyalty
3 part NCR forms
Save time, save money
Physical environment
Front desk
Where they do not have faxes coming in
or so many calls coming in
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