Stop Your Staff From Fighting | Genesis Webinar | Q&A
Does your office staff argue about who is responsible for completing tasks generated by your patient visits? How do you assign those tasks to your staff? How can you see if the tasks have been completed? Can you track those tasks automatically? Do you micro-manage your employees? How can you foster teamwork, promote autonomy and reduce the time you spend on management? These are questions that each chiropractic practice owner has to answer. Each patient visit generates a list of tasks that need to be completed. Each patient needs an account set-up with their complete demographic information, their insurance information and other details you need to file insurance claims and to collect cash or co-payments. If you break those tasks into a step-by-step list, then how do you assign those tasks to a member of your staff? How do you determine if every task has been completed for every patient? What happens if steps are forgotten? How will your patients judge your chiropractic practice if your CA forgets something? Would your patients think your office is unorganized? Q: What’s the problem? A: Office staff including the front desk, the office manager and any employee chiropractors are supposed to make life easier for the practice owner. However they often inadvertently create additional challenges regarding patient retention, revenue and compliance. Many of these challenges are related to issues that the practice owner simply doesn’t have time for. If your staff goes on vacation or calls in sick then a backlog of tasks is created, resulting in tasks being forgotten about and mistakes being made. Every member of your team needs to be managed and be held accountable to ensure that each task is completed correctly. Q: Why is this problem important? A: The short answer is Cost, Compliance and Patient Attrition. Cost – Front office tasks prevent the practice owner from seeing patients, which is the only billable time for your practice. Mishandling of billing and collections results in lost revenue with denied claims and delayed payments. Ineffective patient relationship management leads to attrition. Compliance – Includes incomplete/incorrect documentation, interrupted care plans, incorrect CPT/Diagnosis codes, staff unfamiliarity with procedures and employee failure to collect co-pays leads to over payment by the Payers. Patient Attrition – Failure by staff to follow-up on no shows, incomplete care plans and patients with no future appointments. Q: Why is this problem difficult to solve? A: There’s high front office staff turnover which could be due to poor training, lack of knowledge and unorganized micro-management. Some staff have a poor attitude towards training on new procedures and systems and they’re more comfortable with the old way of doing things. There’s also a lack of redundancy leaving tasks undone when somebody is absent and the ultimate responsibility falls to the practice owner. Q: What’s the Genesis approach or solution? A: A complete practice management solution for your office. Improve staff teamwork with effective training to ensure optimal practice performance. Improve teamwork and staff autonomy with automatic checklists of tasks that need to be completed when patients are checked-in. Track practice goals to more easily improve the number of patient visits, increase revenue, submit every insurance claim, follow-up with every no show and schedule patients with no future appointments. Manage staff remotely on your laptop or your smart phone by tracking task completion. Genesis is a complete practice management solution that includes: office workflow patient relationship management and staff management while also incorporating everything else you need like: scheduling billing EHR claim scrubbing claim submission claim follow-up staff task checklists training, etc. Genesis also includes a Coach to ensure your practice uses everything in the most efficient way possible.
Note-Worthy
Staff and Office personnel have to work together to make transition easier. Can Ben’s self-improvement plans cause trouble for his staff? Pam looked up as Ben bustled into the office. “You’re energetic today!” “I’m feeling inspired,” smiled Ben. “We’ve made some smart changes in the practice, and we have more coming up, so I think I’m ready to tackle changes in documentation.” “I’m impressed,” said Pam, “but I hope you’re not going to make too many changes. I feel like I’ve had just about all the change I can stand.” Ben was surprised. “I don’t think this is going to be a problem, Pam. We know that the new ICD-10 codes that go into effect in October are going to require more detailed documentation. I’m just going to get a handle on the new requirements.” “I understand that,” Pam sniffed, “but I feel like I have just gotten to where I can completely understand your notes and pick out the important keywords for coding. If I have to get used to a whole new system… well, if it’s not essential, I’d rather we didn’t make any more changes, that’s all.” Ben took a seat. “You know there are a lot more codes in the ICD-10 system than with ICD-9 codes–” “Don’t I know it! Almost 70,000 total.” “And one of the reasons there are so many more is that the codes have to be a lot more specific. If you don’t have very specific clinical documentation, it’ll be easy to get the codes wrong.” Pam said nothing. “If we have too many coding errors, or inaccurate documentation, it becomes a compliance issue.” Pam frowned. “I see what you’re saying. We could face non-payment issues, or even be audited. That would be a lot more trouble than getting used to a new style in documentation.” “Exactly.” Ben stood and stretched. “Tell you what, I’ll work on my handwriting and punctuation at the same time.” Pam laughed — or, thought Ben, maybe it was a snort. Either way, he was ready to get on top of the new demands for documentation. It felt good to have a clear goal. Can Ben’s self-improvement plans cause trouble for his staff? See our ICD-10 page for more information and more blogs on the diagnosis codes.
Chiropractic EHR software | Improve patient retention with Care Plans
Does paying your monthly overhead stress you out because your chiropractic clinic is plagued by patient no-shows? It is impossible to predict your clinic’s cash flow when your patients are non-compliant with your prescribed care plans. Needless to say, patients who miss their appointments won’t get better. Inconsistent patient flow also hinders practice growth and profitability. But your clinic’s cash flow can take an even bigger hit when you have to return payments for unfinished care plans. Not to mention the possible compliance issues resulting from this. You can figure out how much your chiropractic clinic might be losing due to unfinished care plans when you replace the assumptions below with your own numbers and complete the calculations. For example: Assumptions: 1 visit = $30 1 care plan = 30 visits Average number of no-shows per care plan: 15 Calculations: Potential income and losses from unfinished care plans per patient: Potential income from 1 care plan: 30 visits x $30 = $900 Potential loss from no-shows per care plan: 15 visits x $30 = $450 Conclusion: You risk losing half of your income when patients don’t finish their care plans! Just how can you identify patients who don’t understand the need for multiple visits to achieve their health goals? First of all, you need to know what the entire care plan looks like in order to track multiple visits. All patients go through a traditional treatment step-down ladder, such as four visits per week for the first four weeks, then three visits per week for the next three weeks. Such unique nuances on many patient schedules are difficult to track manually, and this difficulty grows dramatically with each added chiropractic care plan. Tracking the respective discounts given for each care plan is nearly impossible without a tool. Thousands of care plans are created for new patients every month, to schedule multiple appointments and then track all payments and visits in your Genesis EHR software. When patients don’t show up for their appointments you can receive automated notifications in form of tickets on your Genesis chiropractic software workbench. When patients don’t have a future appointment scheduled or when they cancel their existing appointments you can receive alerts via tickets. That way you can assign your staff the task of scheduling the next appointment. Another useful tool for helping your patients stay on track with their care plans are appointment reminders sent via phone, text, or email. Genesis chiropractic software has integrated several apps which serve this purpose. To set up chiropractic care plan when your patients come into your clinic, simply go to the Genesis Scheduler and click on the “More” tab to open the wizard. You can also create a full care plan from the patient account. Make sure you turn on the settings in your Genesis chiropractic software for Patient Relationship Management and Reminders.
Chiropractic EHR Software | Symmetry Spine and Wellness Center Dream Practice of the Month
Dr. Cynthia Boyd knows how to build a chiropractic dream practice: it takes hard work, a concerted team effort, and the expertise of Genesis chiropractic software and billing staff. “I have my dream practice,” says Dr. Boyd. “There are not many areas that need improvement.” The key to success for Dr.Boyd is balancing all aspects of practice management using Genesis cloud-based chiropractic software: “The [Genesis] system is amazing. I was 3,000 miles away for a month and I knew exactly what was going on.” Dr. Boyd doesn’t have time to micromanage her staff. With Genesis, she can easily track everyone’s individual performance anytime from anywhere. Dr. Boyd can also keep an eye on vital Key Performance Indicators, such as chiropractic billing, with the Genesis Radar. Best of all, Dr. Boyd does not have to change the way she runs her practice to optimize her workflow, complete her patient SOAP notes, and control compliance. As Dr. Boyd keeps growing her practice, she uses Genesis workflow engine to help manage teamwork among her staff and Genesis support team. The staff at Symmetry Spine and Wellness Center keeps the AR past 120 days low at 8 percent by consistently clearing the claims workbench while the weekly phone communications with her Practice Success Coach Heather Miller ensure her practice gets paid in full and on time. Coach Heather Miller: “Dr. Boyd is passionate about what she does and her business. She has found a balance with her practice and all of the other projects that she works on. Dr. Boyd trusts her employees to do their jobs without having to micromanage them. She has a great staff that works well together to get the job done and continue to grow the practice. In the end it all comes down to teamwork.”
Genesis Chiropractic EHR | New user tip #1 – Practice makes perfect
By Lisa Ogden ~ Profitability Coach for Genesis You can achieve success with the Genesis Chiropractic EHR system and build your dream practice when you and your staff complete the recommended training prior to going live. Chiropractors who wait until they actually see patients to learn the system “on the go” commonly run into the following 4 problems: Frustration: Not being able to use something when you most need it can be very frustrating for anyone. Even more so when your livelihood depends on it. Wasted time: Without establishing a level of comfort, documenting a patient visit can take much more time than Genesis is designed for. Compliance issues: Very similar to the paperwork that might be piling up on your desk, not getting to know your Genesis system can often result in incomplete and/ or unsigned SOAP notes. Unsigned notes are a major compliance or audit risk. Delayed payments: Payers don’t submit payment for incomplete or unsigned notes. The good news is that these four issues do not occur for practices that take the following 4 steps PRIOR to going live with their Genesis platform: Step 1: Participate in live online training session with Genesis staff: Our staff will walk you through proper visit documentation, step by step. Step 2: Create mock patient accounts: Spend time documenting several test patient visits including note sign-off and claim submission. Document the type of visits that are common for your practice. Document initial and follow up visits. Initial visit documentation will obviously take more time than follow up. You should be shooting for under 2 minutes for documenting initial and 10 seconds for most follow up visits. Step 3: Customize your Genesis platform: After you have spent some time getting to know your new platform, you may discover that minor customization is needed to improve efficiency. Schedule a second live training session to learn how easy it is to improve your user experience with customization. Step 4: Practice documenting: Now that you have made some minor tweaks to your documentation platform its time to practice documenting again to ensure you have everything set the way you want it. Your goal should be to document a visit, sign off on your notes, and submit a claim while the patient is still in your office. If you haven’t achieved this level of efficiency yet, it is important to contact your profitability coach and discover what might be holding you back. Take the time to get to know your new platform to eliminate frustration and achieve the top tier performance you are looking for with your chiropractic EHR.
Optimize your Chiropractic Office Workflow with Custom EHR software
Do you feel anxiety because your chiropractic Electronic Health Record system doesn’t match your clinic’s workflow? Your productivity can suffer if your documentation and forms are not integrated into your clinic’s workflow. And if your EHR software does not match your workflow your clinic’s profitability will also take a hit since you don’t get paid for documenting. Updating your chiropractic software for the ever-changing documentation requirements can be just as costly as customizing your forms since those need to be distinctive for your specialty and practice. Aside from those financial aspects, you also need an EHR system that is easy to use since you don’t have time to learn new software or enhance your limited technological skills. Ideally, your system should help you streamline your office and save you time on documentation. Features like scoring and computation should be included for increased accuracy of your patient documentation. Genesis chiropractic EHR increases efficiency and ease of use for you with customization options to match your clinic’s unique needs. You can make our EHR documentation (xDocs) entirely your own by integrating your old forms and practice logo. You can save time by using checkboxes and auto-population of patient data when creating new notes for existing patients. All new forms are automatically and instantly tied to your patient database. Best of all, you can create them while still table-side with your patient instead of having to catch up on documentation after office hours. You can also have your patients fill out their intake forms at your clinic’s patient kiosk to speed up and improve patient data collection. Genesis EHR Documentation (xDocs) also includes insurance verification forms, chiropractic notes, and a specialized package for chiropractors: the Chiropractic Bio Physics Suite. Contact your Profitability Manager to activate your xDocs within your Genesis EHR system.
Chiropractic EHR | How much are No Shows costing your clinic?
Do you know how patient No Shows (NS) impact your chiropractic clinic? When patients do not make their appointments and they leave it up to you to contact them to reschedule it tells you a lot. It shows they do not value the adjustment and they are not making the connection between making all of their visits on time and the improvement in their function or health. It is a BIG warning sign that they are an attrition risk. Your time to save them is running out. At the same time the bottom line of your practice suffers due to decreased revenue and wasted time. Follow up on no shows is mission critical. If a patient stops treatment you might have to return any payments received which further reduces your practice’s cash flow. Not to mention that you won’t be getting any referrals from patients who don’t get better. As a result, they must be rescheduled with a sense of urgency. They need to your help to reset their goals, expectations, action plan. You have to help them too take responsibility for their role in their own health. It can save their life, give you a great sense of purpose, and be the most profitable conversation you can have in your business. It is important to know exactly how much income your clinic is losing due to No Shows so that you can measure your improvement. If you replace the assumptions below with your own numbers you can calculate your estimated No Shows loss per month, just like in the following example. Assumptions: The average payment for one Patient visit is $30.00 Calculations: Daily CostTwo no shows per day cost you $60.00 per day:2 x $30 = $60 Weekly CostTen no shows per week cost you $300:10 x $30 = $300 => Annual Cost In a year your loss of income is $15,600: 52 x $300 = $15,600 The good news is that you can reduce this lost income by using Genesis’ scheduling and ticket system to reschedule all No Show patients. Plus, you can view No Show trends at a glance on your Radar Chart. When you make sure all of your patients have another appointment scheduled, relationships improve and your practice grows along with your profits.
Software Support and Training at Genesis
In a continued effort to improve the overall client-user experience Genesis has added a brand new chiropractic software user support system and clinic training team. This team consists of system experts dedicated to getting new users up and running faster than ever before, making sure that new features are understood and properly utilized by both new and veteran system users alike. Although Genesis’ in-context help pages usually eliminate most of the confusion new users might experience, the Practice Training Team helps all Genesis clients with personalized training to aid in total system mastery. Clients can also get quick answers without ever picking up the phone by opening a help request ticket to System Help (Practice Training Team). While it usually takes about 24-48 hours for a team member to resolve a help request ticket, clients can get the answers they need to immediate issues by opening a ‘critical’ ticket. All critical tickets must be addressed within one hour of its creation time. In addition to the in-context help files and help request tickets, Genesis clients can also participate in daily live interactive training webinars (9 per week) and ask any questions they may have concerning the use of the chiropractic software platform. Topics discussed include any software features in regards to chiropractic documentation, billing, compliance and more. The Live Help Calendar and access info can be found in the drop down menu under ‘Help’ in the top menu. Last but certainly not least, clients can also call or open a ticket to their Single Point of Contact (SPOC) who will then initiate a live call with a member of the Practice Training Team.
Facebook Made Simple with Dr. Matthew Loop and Genesis Chiropractic Software!
After watching the majority of fellow chiropractors use Facebook haphazardly, while making things more complicated than they need to be, I felt compelled to offer some guidance. A handful of doctors are harnessing the enormous social network the right way to become famous locally, create surges of website traffic, and attract a swarm of new patient referrals. Here are a few tips to jump-start your Facebook practice marketing in the right direction: Be empathetic with your friends, fans, and audience Chiropractors really need to put themselves in the position of other friends on Facebook. You cannot dominate the conversation and expect to build strong relationships. It’s important to listen to what others have to say first, then respond appropriately. You can provide user feedback by “liking” status updates, using the Facebook share button, or by commenting on a friends post. Spend a few minutes each day doing each thing mentioned. The news feed makes it easy for you to make this happen. Be warned… the quantity of feedback / value you offer is directly proportional to the credibility, trust, and liking your create with your Facebook friends and fans. Use the Appropriate Etiquette Here’s the deal. When other users accept your friend invitation, it doesn’t automatically give you the right to spray links to your website on their wall. That’s not what people are looking for. This makes you look stupid and isn’t polite. Secondly, don’t throw your links in messages when you send a friend request. It’s more annoying than anything else and your acceptance rate will be minimal to zero. People can sense your true intentions. Don’t Alienate your Friends / Fans, Engage them: Realize that people on your list are not the same. Not everyone thinks health is a top priority. Don’t always post the same type of content. Mix it up with quotes, open-ended questions, and jokes. Show a human side that makes you appear genuine and real. Never Assume Others Want to Be in Your Group Don’t automatically add people to groups that you create. That will get you in trouble quick. This was one of Facebook’s bonehead ideas, to let other people just ad anyone to groups. Always get permission first before adding others. Invite them and let them make their own choice. Get a custom Facebook Fan Page Built The first thing to do is to create a Facebook business page, also called a fan page. You can go to Facebook.com/pages to do this. You’ll want to have a custom fan page created that looks professional. This particular page is where visitors will land when they initially see you. The goal of this unique page is a couple things. First, you want to get the Facebook user to “like” your fan page. Next, you must provide an ethical bribe so the user offers-up their contact info (name / email) to you. I would definitely recommend that you get a professionally done video with your Facebook fan page. It ads a WOW factor and separates you from the rest of local doctors. There’s an old saying that goes “you never get a second chance to make a first impression.” Start Using Facebook Ads Of the many ways to get an avalanche of targeted local traffic to your chiropractic website, this is the fastest way. It’s literally like flipping a switch. The Facebook ads platform can be a little complicated, hence the reason I created an entire training around it. You really have to be detail specific to be successful with Facebook advertising. If you’re serious about becoming a master of Facebook Advertising WITHOUT making the expensive mistakes that most initially make, you’ll want to grab a copy of Social Media Elite. In it, you’ll discover what’s called The Ultimate Facebook Ads Marketing Blueprint. It contains all of the most effective strategies from a chiropractor that’s spent over $101,000 on this medium to date. You’ll learn which images pull clicks and traffic like gangbusters, how to attain a rock-bottom cost per click (CPC) every time, expensive mistakes 97% of chiropractors are making when using Facebook Ads, the RIGHT way to follow-up with an interested prospective patient on Facebook (most chiropractors NEVER do this), and much more… Use Facebook’s Check-in Function for Smart-Phones I absolutely adore this feature. You should have EVERY single patient that has an iPhone or Android “check-in” on Facebook from their smart-phone whenever they’re at your clinic. This gets you mass exposure quickly since all of the users friends on the social network will see where they’re at. Offer some type of incentive (if your state-board allows it) for current patients so they’re motivated to check-in at your practice for all of their friends to view. This is simple, endorsed viral traffic. Create Valuable Content that Facebook Users Feel Compelled to Share It is critically important that you provide value-driven information your Facebook audience feels compelled to share and take some form of action with. This action may include them commenting, clicking the LIKE button, or using the SHARE icon to spread the content to their friends. This is really endorsed referral traffic and the best form of visitors you could get. The people that come from this type of “attraction” marketing are high quality and are likely to select you as their chiropractor. In this article, I’ve laid-out a few important strategies you can implement today as a chiropractor so you can begin to use Facebook the correct way. This is only a small fraction of what you need to know, though. Visit my Marketing Blog: http://DCincome.com/blog This electronic message contains information from Dr. Matthew Loop that may be privileged and confidential. The information is intended for the use of the addressee(s) only. If you are not an addressee, note that any disclosure, copying, distribution, or use of the contents of this message is prohibited. If you have received this e-mail in error, please contact the sender. As you can see, if you’re not all over the internet, and even
Chiropractic EHR | “The Cancer Killers” by Dr. Charles Majors
Have you ever wanted to help someone with cancer, but you didn’t know what to tell them? It’s a very sensitive subject. What can you do to help your patients get the education they need when it comes to fighting cancer? Genesis Chiropractic Software brings you Dr. Charles Majors, author of The Cancer Killers; The Cause is the Cure. Hear Dr. Majors tell his personal story, and how he won his fight through natural, principled cancer treatments! Dr. Charles Majors is the co-author of two books – Maximized Living Makeover and Cruise Ship or Nursing Home. He graduated from the University of Illinois with a bachelors of science and went on to receive his doctorate degree from Palmer College of Chiropractic. He is a highly sought-after speaker and has given hundreds of live lecture events in the past 10 years, during which time he opened five clinics. In September 2010, Dr. Majors was diagnosed with an incurable bone marrow cancer that metastasized to his brain. He chose to leave conventional medicine and applied the same principles he had been teaching for years to reverse his own cancer and not only survive but thrive. Dr. Majors lives in Plainfield, Illinois, a suburb of Chicago, with his beautiful wife Andrea and their four children. …And now Dr. Majors is sharing his entire his entire story with you!
