Seven Reasons Why You Don’t Want To Miss This Pediatrics Practice Management Seminar

My friends at the Pediatric Practice Management Institute (PMI) have an awesome seminar that you don’t want to miss.

Why should you not miss it?

Glad you asked.

I have lucky number 7 reasons why you should not miss this seminar.

OAK.0021 – YOU’LL BE AWESOMER

I know awesomer is not a word. But it gets’s the point across. Here is the deal, no matter how experienced you are at managing a practice, there is always something new you can learn.

2 – YOU’LL LEARN NEW IDEAS

Managing a private practice can be a lonely world. There aren’t that many of us. And most of the time we are locked up in a back room (used for both your office and storage) trying to figure out how to keep the ship afloat.

Without exposure to a variety of points of view, you will miss new ideas and trends that can impact future results.

3 – YOU’LL GAIN EXPOSURE

Paul and his team at PMI have put together a superb curriculum. The educational materials will certainly expose you to new ways of managing your business (e.g., private medical practice) and help you discover how to be more productive.

4 – YOU’LL MEET COOL & INTERESTING PEOPLE

Here is the way I see it. The practices that tend to go to practice management seminars are precisely the practices I want to learn from. And PMI’s seminar provides a great opportunity to network with the best practice in the country.

5 – TALK TO CONSULTANTS AND VENDORS

Not only will you have access to a community of like-minded people that have similar struggles, have similar challenges and practical, hands-on advice, suggestions, and solutions, you will also have access to the industries top consultants.

Don’t tell them I said this, but if you ask the right questions, to say… Chip Hart, I bet you, you’ll get thousands of dollars worth of practice management advice for <ahem> free.

Keep in mind that experts in the field are some of the best people for you to get to know if you want to learn more about the current health care business climate as it relates to small, private, independent, pediatric practices.

6 – YOU’LL DISCOVER

You will undoubtedly discover innovative ways to help your practice remain competitive in today’s fast-paced, hectic private-practice.

7 – IT’S VEGAS BABAY (NOT A TYPO)

Did I mention it was in Vegas?

All work and no play can get old fast. PMI’s conference can add a layer of enjoyment to managing your career growth by mixing a social aspect into your learning and industry branding efforts.

Never underestimate the power of a little fun mixed with some interesting people!

BUT THAT IS NOT ALL

Use the promo code “PediInc” and save $75 off your conference fee.

Conference Details:

  • WhenFriday, January 29, 2016 at 2:00 PM –  Saturday, January 30, 2016 at 5:00 PM (PST)
  • WhereTropicana- Las Vegas
  • Sign Up: Click on the Eventbrite logo below to sign up

https://www.eventbrite.com/e/pediatric-practice-management-conference-las-vegas-tickets-18689205918?ref=ecount

Don’t forget to use the promo code PediInc to get $75 off

10 Time Management Axioms For The Dedicated Medical Practice Manager

At the end of last year I went to a leadership conference. Among the session, there was one on time management. This, of course is an area that many of us struggle with.

Show of hands, how many of you have uttered these words? there just isn’t enough time in the day.

That is what I thought!

I’ve had to think a lot about time management in recent years due to life circumstances. Life has gotten more hectic with a growing practice, and growing kids. So I was eager to hear what Craig Groeschel had to say.

Craig is the head of a large organization. He is behind one of the most downloaded smartphone app of all time; he writes books, is a well known speaker, and as if that wasn’t enough, he’s a father to 6 children.

I think he may have a thing or two to say about how to manage time.

So what did Craig say? Well, lucky for you, I wrote notes. But instead of writing them here on the blog, I created a pretty slide show that highlights Craig’s main lessons from his time management session.

Of course, it isn’t going to be the same without Craig’s insight, context, and gifted speaking ability. But at least you will get enough to incite a few thoughts and tailor your own approach towards time management.

Hope you enjoy the axioms and the slide show. (By the way, I’m aware of the typo on the last slide. I’ll fix it soon.)

If you are interested in learning about the leadership conference I referenced, check out this link to learn more about it.

Four Tips To Improve Customer Service In Your Medical Practice

In our practice, customer service is a corner stone of our core value as a company. We feel it is one of the easiest and less expensive ways to distinguish our selves from other health care providers in the area.

I always say to our team members, “the Amoxicilin we prescribe in this office is the same Amoxicilin that the practice down the road prescribes. The Prevnar we give out here is the same Prevnar other practices give out. For the most part, we treat ear infections the same way other docs treat ear infections. The only thing that differentiates us is, us.”

The thing is, customer service is very difficult to provide in a health care settings. For starters, people are already apprehensive about the visit. Nobody wants to visit the doctor’s office, even if it is for a wellness visit. And then we have the kids. They are terrified.

It is not like going to Disney where people’s happy meter is at 12 on a scale of 1 – 10. We are in the same boat as the lost baggage claim desk at the airport. Nobody wants to visit the lost baggage claim desk. Nobody is down there thanking the agent for not loosing their luggage.

So to provide exceptional service, we have to go above and beyond because we start out in a hole, so to speak.

So, what are the different ways one can improve with customer service?

The best way to improve your customer service, is by going directly to the customer and asking them. Right? But if your practice is anything like ours, it is hard to get people to answer surveys and mail them back. And if you give it to them as they are checking out, they usually brush through it as if we  only give them 20 seconds to complete.

Here are four tips that perhaps may help you engage parents to provide constructive criticism:

 1. Handing Parents a Questionnaire with an addressed pre-paid envelope.

The prepaid envelope is the kicker here. This way, parents don’t have to search for a stamp and remember your address. Also, they don’t have to feel obligated to answer the questionnaire right then and there.

2. Send a SurveyMonkey (or any other service like SurveyMonkey) link to a questionnaire you have already prepared.

Sending an email with a link is another idea that may work for your office. Especially if you have young, Internet focused practice. Another advantage of a service like this is that the results are collated.

3. If you are a manager, work the front desk or answer the phones for a day or two or maybe even a week.

This tip reminds me of the show called Undercover Boss. For those that haven’t heard of it, the show highlights a different CEO of a major corporation every week, going to work for his own company while undercover. During that week, the undercover CEO works front line type position within the company getting to know employees, how they do things and what are their thoughts on the company, life and other things.

After a week, the CEO reveals to the the participants that he is in fact the CEO and that he was there to get a better idea of how the company worked from the perspective of a front-line employee. The CEO also reveals many of the changes that the company will do as a result of what the CEO learned during his undercover stint. The CEO even incorporates many of the suggestions of the employees he worked with during the undercover stint.

The take away from this tip, and the show, is that when one works the front line, one gains a completely different perspective on the business. This perspective will give you keen insight into how to better service both your internal, as well as, your external customers.

4.Post a sign in your waiting area that reads – Our goal is to provide the best service we can provide. If you are not satisfied with the service you’ve received, please give me a call. I’d like to know about it – Manager

We don’t do this, but as a result of writing this blog post, I’m going to put up a sign, with my email address so that parents that are not happy with our service can reach out to me and let me know first hand their issues.

I think this is a powerful tip because it addresses several issues at once. For starters, I think it shows people, both staff and parents that we are serious about providing excellent customer service.

Secondly, the idea of having a sign out front with my email so that people can reach me will also have a psychological affect on that the staff. It is a good reminder for them to button up their attitude because anyone could send me an email to complain about them.

Clarification

I think it is worth mentioning that when I refer to customer service, I’m not mixing what the patient needs and what the parent wants. I’m not suggesting that the doc disregard his/her medical judgement to please a mom for the sake of customer service.

The way I differentiate it is like this. The patient is the patient and should be treated as such. The parent, on the other hand, is the customer. For the customer, we will go above and beyond to meet their needs but not at the expense of the patient’s needs.

Do you have any ideas that could help others improve one’s customer service?