improve customer relationships by understanding 4 “types” of physicians

Improve Customer Relationships by Understanding 4 “Types” of PhysiciansPresented by Paul BernardNovember 4, 2015

webinar

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Agenda

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Agenda

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• Welcome & Introductions• Understanding 4 Types of

Physicians• Discover Kareo’s Role• Answer Questions

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1) Follow @GoKareo on Twitter2) Follow @LeaChatham on Twitter3) Search for #KareoTip4) Join the conversation using #KareoTip

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Speaker

Paul Bernard• Director of Strategy & Analytics at Kareo

• Owned Broadleaf Health, which grew two and half times over in six years under Paul’s leadership

• Served Chief Financial Officer at Intuit Financial Institutions Division, a $350M stand-alone unit of Intuit.

• Senior Vice President at Experian

• Certified Six Sigma Master Black Belt

• BBA and MBA in Finance from the University of Kentucky

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Agenda

5

Agenda

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• Welcome & Introductions• Understanding 4 Types of

Physicians• Discover Kareo’s Role• Answer Questions

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Why Personalities Matter

We are in a numbers game but ultimately relationships are what determine the

tenure of your customers.

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All Physicians Are Not the Same

• Each client is unique• From billing rules to reporting• Conversation types are different• Expectations are different• Pair right account manager with right provider for

success

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The 4 Types of Physicians

• Clinician• Financial Analyst• CFO• Autocrat

The ClinicianViews billing as a necessary evil, prefers to let others monitor performance, and can appear

distant and disconnected.

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The Clinician

• Characteristics• Most common “type”• Not interested in billing• Delegates to office manager• Little knowledge of revenue cycle• Added layer between you and the provider

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The Clinician

• Strategies for success

• Develop good relationship with office manager

• Don’t get into a battle of wills with office manager

• If provider overacts to a problem don’t get defensive

• Be diplomatic and use data to back up your position

• Don’t try to be right, try to work things out

The Financial AnalystBroadly understands the overall billing process. Demonstrates

the willingness to learn and is curious. Welcomes new ideas but can hesitate in making decisions.

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The Financial Analyst

• Characteristics• Generally easy to work with• Appreciates your expertise• Basically understands medical billing• Eager to learn and may ask a lot of questions• Can be high touch and require more time

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The Financial Analyst

• Strategies for success

• Be cautious to educate but not lecture (talk down to the provider)

• Practice active listening to understand provider’s questions

• Provide detailed answers• The financial analyst will appreciate the

extra effort

The CFOHas strong understanding of the billing process, can see both opportunity and challenge. He or she will use data to make

decisions, and is open to new ideas.

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The CFO

• Characteristics• CFOs understand the revenue cycle and

the key metrics• Deeply engaged in the financial outcomes

of the practice• Typically early adopters of technology and

efficiencies• Move quickly and can move from a broad

topic to minute detail with little warning• Can be hard to keep up with the CFO• Challenging but can push you to improve

and grow

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The CFO

• Strategies for success

• The wrong relationship manager can be a disaster

• Best fit is someone who can handle ambiguity and has broad experience

• Can require manager or owner to be contact

• Monitor the relationship for issues and correct quickly

The AutocratBelieves himself or herself to understand the billing process better than anyone else. Typically experienced, he or she is

generally very prescriptive.

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The Autocrat

• Characteristics• Runs practice with little input from staff• All decisions go through them• Can be very challenging to work with

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The Knowledgeable Autocrat

• Strategies for success

• Keep interactions short and focused• Leave your ego at the door (you need a

think skin)• Avoid disruption and change unless

absolutely necessary• Meet expectations and they will be very

loyal• With the right biller can be very durable

relationship

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A Note about the Unknowledgeable Autocrat

• Luckily, a rare “type”• Quick to jump to conclusions and find flaws• Can be damaging to staff morale• Avoid if possible

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The Key to Success

Good relationships in medical billing are both art and science. Pair the right person

and skillset with the provider “type”.

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Agenda

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Agenda

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• Welcome & Introductions• Understanding 4 Types of

Physicians• Discover Kareo’s Role• Answer Questions

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Discover Kareo’s Role

Award winner!Kareo has won more awards than any independent practice software company.

In 2015 we were awarded HBMA’s Vendor Service of the Year.

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Customize with your logo & colors!

Kareo BillCo Edition

• Let your clients see billing/collections performance 24/7

• Convenient web/mobile experience works with Apple OS

• Secure HIPAA compliant messaging • Customize and save reports for

multiple clients• Easy-to-understand reports delivered

or schedule on-demand

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Kareo BillCo Edition

Get Your Clients Paid Faster with Kareo BillCo Edition• Kareo Billco Edition is a cloud-based, web, and mobile software that gives you

everything you need to run your business smarter and get your clients paid faster.

• Quickly resolve billing issues, reduce claims denials, and stay on top of receivables with built-in messaging and tools.

• Plus, you can customize the software with your own logo and colors. Your customers are going to love you for this.

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Agenda

27

Agenda

27

• Welcome & Introductions• Understanding 4 Types of

Physicians• Discover Kareo’s Role• Answer Questions

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