Patient Retention Tools Really Work
Genesis Patient Retention Tools Really Work As a Chiropractor you know that patient retention is the life blood of your practice. It’s much easier to keep the patients that you have than it is to attract completely new patients to your practice, as well as being less expensive to market to them. How do you retain patients in your practice? What do you do about No Shows and No Future Appointments? Do you have a plan and a person to take care of that for you? Do you know for certain if they actually follow-up or not? With Genesis Chiropractic Software your staff will be automatically notified to follow-up with alerts, notifications and tasks to remind them to get back with every No Show and No Future Appointment. This ensures that no patient is forgotten about and none of them will fall through the cracks. Watch this Free Webinar to find out more from Jason Barnes, and to see exactly how it works. Enter your information and watch it immediately below. Read the transcript: So welcome, my name is Jason Barnes, and I’m the chief operations officer here at the Genesis Chiropractic Software. I’m really glad that everyone joined this today. And as we’re talking about patient retention, this is gonna be more of a session where we go over the strategies and the best practices that we recommend. Now, I’m looking forward to hearing any feedback, any suggestions that anybody on this call has, and we’ll open it up at the end for questions and answers, and I’ll check periodically throughout the presentation. Feel free to actually type in any of your questions, I’d be happy answer them. I know as we’ve had webinars recently here, some of the best interactions that I’ve had have been over the last couple of sessions, where I know we can learn so much from you guys. And we build a system so that it will work for so many practices, but I know there are lots of scenarios where the things that we recommend sometimes don’t work, so we’d love to hear about those and see what we can do to solve those issues. But I’m actually gonna start on a more personal note today. So to do that, showing a picture, this is my family. I like ’em a lot. They’re….been married now for nearly 16 years and we got 3 beautiful kids. And the reason I use this particular slide is they are the most important thing to me. I’ve been supporting chiropractors in offices now for seven years. And my personal story is that I was not very good at it for the first three because I didn’t realize that the office managers, the front desk people, and most of all those practice owners, feel the same way about their patients as I do about my family. So the moment that I realized that that connection existed, is when I started becoming more effective at helping practices actually make that connection themselves. So I don’t let my 13-year-old daughter go out without knowing where she’s going and having the ability to communicate with her when she isn’t home on time, or needs to be picked up from gymnastics, or school, whatever it is. And so I’d like to actually apply that same logic to your patients. I understand that you care about them and you wanna track them. But we’re gonna go over the strategy that we’re recommending to actually do this. And if you care about them the way I care about my family, I think we’re gonna have a great presentation today. So getting started, what are your family goals? Number one, you wanna grow the family. [inaudible 00:02:46] may or may not be not be done, but I know all of you wanna keep growing your practices, and that I’m sure of. So as you wanna grow your family, you wanna track the family that you’ve already got. You cannot install GPS trackers on your patient, you can’t do it. So your goal is to get more, keep the ones that you have by tracking ’em, and then finally you need to communicate. You need to communicate with those patients, there’s no way around that. So today we’re gonna talk about how are we gonna do this, all right? Because the family matters, you have to have a practice that has team clarity. What am I supposed to do? So we wanna talk about how to achieve clarity from practice owner, to office manager, to front desk, to CA, what is it that you want each person to do to help gain new patients and keep the ones that you have? So retention is going to be the main focus for today’s presentation. When a patient falls into one of those gaps, right, how do we know who fell out of touch, how do we identify those scenarios? Even if you put in the best preventative measures in the world, there’s always gonna be a patient no-show, there always gonna be patient who somehow can’t schedule their future appointment right now and they want you to get in touch with them in the future. So how do we identify those gaps? And so because the family matters, we have to be able to answer these questions, what’s your team supposed to do and how are you going to identify those people that need attention, right? So what’s our secret? First we have to define the problem, right? So that’s what we’re talking about with giving great direction to your team, making sure they know exactly what to do, because we’ve actually defined what’s gonna happen. Then we have to be able to measure it. How often is it happening? How often is there are patient choose leaving without a future appointment, or no-shows, or somebody who is transitioning from the end of a care plan into maintenance care, or and an exacerbation took place and they have
Patient Retention Success Stories
We’ve talked a lot about how putting Genesis Chiropractic Software to work in your office can help you create a better patient experience, increase revenue, improve patient retention, and just generally make your life easier. Today, I wanted to take the chance to introduce you to two of our real-world success stories, doctors just like you who leveraged the power of Genesis and have seen the incredible results first-hand. The first doctor I’d like to introduce to you is Dr. Chris Zaino. Dr. Zaino’s practice sees 2,600 patient visits each week. A high-volume practice like this one is an amazing opportunity to change the lives of so many patients through the power of Chiropractic, but also provides many opportunities for patients to fall through the cracks. That’s why Dr. Zaino is so happy with the access to patient care plans that Genesis provides. Dr. Zaino says that the Genesis heat index that shows him and his staff immediately through a color-coded system whether a patient is missing visits gives him the opportunity to take action right away and get patients back on track with their care plans. In the Genesis system, when a patient is compliant with their care plan, the screen you see is white. If they miss a visit, it turns pink to warn you that they need to get back on track. If more visits are missed, the screen will be red. According to Dr. Zaino, that red screen is great for reminding him to take the time to connect with his patient and explain to them the importance of their care because for every visit they miss, they are “going backward”. Dr. Zaino says, “It’s all about connecting and connecting can be done in a split second if you’re doing it right.” Another doctor, who has harnessed the power of Genesis in his office is Dr. Jason Haas. Dr. Haas loves the fact that the Genesis system is set-up to provide easy interface with the Posture Screen software. He uses the Posture Screen tools in his office to educate his patients on what their posture looks like, should look like, and to provide follow-up data on changes in their posture as a result of their compliance with their care plan. With Genesis and Posture Screen, Dr. Haas’ patients can see immediately what their posture looked like prior to care and how it has improved. Dr. Haas says, “Genesis makes it easy to use with their interface. This gives us an incredible practice certainty we couldn’t get with other practice software.” The successes that Dr. Zaino and Dr. Haas have had with Genesis in their practices is just a small sampling of the incredible stories we have received from doctors who have implemented the software in their Chiropractic offices. From increasing patient compliance to simply making running their offices more efficient and intuitive Genesis has provided countless benefits to our doctors.
Patient Accounting
How does your Chiropractic Practice handle Patient Accounting? As a Chiropractor you know that accurate patient accounting is a very important part of creating a great patient experience in your office. For your office, how do you determine what your patient’s owe? When do they owe it? Why don’t they owe it yet? How do you determine where your dollars are outstanding? What would your patients think of your practice if you couldn’t provide this information to them within moments as they wait in front of you? Genesis Chiropractic Software has thought of these questions and the tools you need are just a few clicks away. Watch this Free 30 minute Webinar to find out more from Jason Barnes and to see exactly how it works. Learn how to use this tool to improve your patient accounting, your patient statements and ultimately your patient satisfaction. Enter your information and watch it immediately below. Read the transcript: Good afternoon and welcome, everybody. Jason Barnes with Genesis Chiropractic Software. It’s about two minutes past the hour, and we’re gonna get started in just a moment here. I’d like to thank everyone for joining us. Keep in mind that everyone is muted for this presentation so if you do have a question, I ask that you type it in so that I’ll get a notification and we’ll answer it as we are going. Feel free to type those in at any given point, and we’ll make sure to answer them as quickly as we can. So we’re just gonna give it another moment here, and we’ll get started. All right, guys, it’s four minutes past the hour. We’re gonna get going. Today, we are actually speaking about patient accounting. And I wanna make sure we go through a few things here when it comes to patient accounting and trying to understand exactly how your patients can understand a few things. Number one, what it is that they owe, number two, when they owe it, and number three, why don’t they owe it yet. And if that question at the end of this doesn’t make much sense, I’ll hopefully put the pieces together today while we’re talking. If there are other questions that you want answered throughout any portion of this presentation, feel free to type them in, and we’ll do our best to answer them today. Right now, though, we’re gonna get started with actually a brief overview of some reporting for the entire practice before we get into exactly what it is that’s outstanding for an individual patient. So patient accounting, I’m gonna blow up this for the presentation so that you guys can see it a little bit more easily. But first, I wanted to go into a few reports. First, we go to reports, our billing analytics, and we can go to what’s called our accounts receivable or AR breakdown. When we bring up this particular report, it’s going to give us the breakdown of where our dollars are outstanding. Our total accounts receivable balance for the first one is representing our insurance accounts receivable, our patient balance, how much money is sitting there in claims that need to be addressed on our workbench, special projects. Collections is a status so if a line item on a patient account is in collections status, that means that that particular balance has been sent or is designated for a collection agency. And then added all those up in the last column is the total. That AR breakdown allows you to see, and you can drill into that number and see that there are 695 claims for this particular example that actually make up that balance of $78,000. So you can sort this, you can filter by it, you can do greater than or less than. So if you wanna look at amounts greater or less than, you know, let’s just say $100, you’re able to do that. So any amount less than $100 or any amount greater than $100, you’re able to do that within these fields at the top of this pop-up report for your accounts receivable breakdown. Why do you wanna know these things? Keeping a finger on the pulse of how much, in a way, a patient balance is is important. There can be thresholds you can set for yourself of what is or isn’t acceptable. And today, we’re going to hint at the fact that we really like to see policies and procedures put in place. If you go over here to your search patient feature, simply click on search and patient, that gives you a number of options as well. So if I don’t look at anything else and I just simply click on a search which is going to search for all of them, it’s gonna give you all open patients and their patient balance here in the right hand corner. If I wanna search for people that have been seen in the last 120 days with a balance only, I can then search for those patients as well, and it goes from 2,200 in our demonstration account down to 174 patients. And you can actually see that these are sorted into the balances which are the highest on the right-hand side. And I wanna make sure that you guys understand that these tools are meant for you to be able to identify those patients, but in no way, shape, or form is this the best way or the best practice that Genesis is going to recommend to handle these balances. And so we’re gonna get into this process a little more as we’re moving forward here. But to start out, to recap the big picture, you wanna be able to look at your accounts receivable breakdown to see how much in the way of patient balances are actually existing as a total for your practice. And keep in mind that this is regardless of the data service. This can be 10 years old, 2 years old, or 2
WebExercises is Integrated into Your Patient Accounts
How does your Chiropractic Practice recommend exercise routines to your Patients? Webexercises works. As a Chiropractor you know that patient exercise will greatly improve your patient outcomes. Patients get better faster with exercises but it’s a hassle to tell them which exercises, how many, how long, how to do them, etc. What do you do? Do you hand them a paper that’s been copied so many times that the letters are starting to be colored in? Shouldn’t there be a more efficient way to recommend exercises using technology? There is! Webexercises has been integrated into each of your patient’s accounts within Genesis Chiropractic Software. With a few clicks of your mouse, you can choose the patient’s problem and the appropriate exercises are automatically pulled-up to help the problem. Then you can email it directly to your patient from the same screen. How easy is that? Watch this Free 30 minute Webinar to find out more from Dr. David Cruz and to see exactly how it works. Learn how to use this tool to improve your patient outcomes and you might even impress them with the email exercises from your office. Enter your information and watch it now below. Read the transcript: Jason: All right then, it’s about four minutes past the hour so we’re gonna get started. I’ll introduce myself, Jason Barnes, Chief Operating Officer with Genesis Chiropractic Software. I’d like to thank everyone for joining us this afternoon. We do this pretty much every Tuesday so I know I see some familiar people who join us each week, so welcome. And for those people who might be joining us for the first time, excited to introduce a topic and a guest today. So a little bit of background information, I like to think we’re good at a lot of things here at Genesis, but we know we’re not good at everything. And so we listened to the suggestion of our providers and our providers have been asking us for tools that they can use to help talk to their patients, teach their patients, empower their patients. And well-informed patients, excited patients, ones who have better tools in their hands, we know stay with the practice longer and have a much higher tendency to refer their friends, family, colleagues, etc. And so today, I’m really excited to bring to you a response to a number of requests and something we know that will help you do just that with your patients, and that’s an integration between Genesis Chiropractic Software and WebExercises. And what I’m really excited about is all the work that’s going into this between our two organizations and how that work together is going to help you. So today we’re gonna find out what problems we’re gonna solve with how patients can take information that you want them to have for both clinical treatments as well as things they can do just to improve functional aspect to their lives. And to do that I need to introduce Dr. David Cruz who is the President and CEO of WebExercises. And not to mention that he actually is a chiropractor and actually ran his own practice successfully for a long, long time. He’s passionate about this topic, so I won’t do too much more in the way of introduction, but I want him to do all the speaking for his own merit because frankly, I’ve talked to him a few times now and he knows exactly what he’s doing and so I’m gonna introduce one of founders and President of WebExercises. David: Hey, thank you there. I appreciate that intro and really excited to be here and really excited to be working with Genesis and Vericle on the integration. A lot of work went in so we’re excited to get this going. As Jason was saying, I did practice for about 18 years. I had a sports medicine practice and the foundation of WebExercises really came at a point about 11, 12 years ago to where, how can I do a better job with regards to engaging patients, getting them to do active care? Because when you combine active care with chiropractic, there’s nothing better in the literature that is gonna show with regards to outcomes. But there’s always the challenge of there’s only so much time you have with regards to trying to get them the right exercises, reviewing the exercises. How do I connect with them, and how do I just reconnect with them? So that was really the impetus and that was the start of WebExercises that, again, I started the company about 11 years ago. So what I wanna do is just go through a brief PowerPoint just kind of highlighting some really I think important points with regards to exercise and chiropractic. And then really just taking you into the software and give you a demo and a feel of exactly what it is and how it can be utilized. Hey, Jason, we’re getting some feedback. I don’t know if that’s on your end? Jason: It’s gotta be me. I’m the only one who’s not muted, so I’ll mute myself. And I’ll make just make one announcement. If there’s any question that people have, we ask that you type them in. And we’ll answer them, and I’ll mute myself. And I apologize for that, Dave. We’ll get started. Dr. Cruz: No worries. So as I mentioned I wanna go through a couple slides just to kind of frame up what we’re gonna talk about with the demo and really kind of just dive straight into this great [SP] software integration to show you how it can improve your practice with regards to efficiency, even generate some revenue through active care, how to engage patients, and how to re-engage patients. So one thing I like to start with is just from a historical perspective. So often it’s thought of as chiropractic and exercise are two different things, and it’s more of a newer concept. But
