practice management a-tuneup!-asofmay262015

Presented by: Official Partner:Presented by: Official Partner:

Presented by: Official Partner:

Practice Management A Tune Up!

Presented by Wayne SakamotoPresident

Health Insurance Interactive, Inc


Practice Management• Many of America’s best insurance agent and benefit broker are managing

their business at various levels of intensities. Yet many agents have not thought much about the future of how they plan to manage their customers’ expectations in the new era of healthcare reform and Millennials. This breakout session will be an interactive presentation on best practices & practice management for insurance agents focused with employee benefits. The focus will be heavily engaged in the area of technology, security, cloud based computing. With an enormous amount of technological choices, the importance of productive insurance agents & benefit brokers attending this session will allow them provide feedback of their experiences with the vendors of choice – as it relates to customer satisfaction and effective workflow. And even basic essentials of starting with a clean office, creating a solid pipeline of opportunities, to scheduling on a workout somewhere in the day will be important ingredients to the mix of the work day.


Practice Management• Wayne’s Goals as Your Speaker

• Let’s make this session interactive• Shout out the names of the vendors you’re using and why you like them

• If this session is successful – I’d like make next year’s session an agent’s roundtable /panel

• Practice Management – A Follow Up • I need someone to take notes and pickup the names of vendors you like using

• Updated slides for BSE post conference email to you


Practice Management

• What Do You Want Out of this Presentation?

• Shout out your challenges / issues / needs


Practice Management

• End of Conference• Business Card Exchange Distribution – NOW!!• Please feel free to pass around flyers and business cards during this session

• Please do not get up from your seat• Just pass a stack of your cards or flyers to the person next to you & pass them down

• You are not obligated to take any of the handouts• Please pick up any leftover materials left in the room


Practice Management

• Preparing your Day & Future – the Day Before • Review & prepare for tomorrow and the week ahead• Clean your desk before leaving for the evening –office or home office

• Clean as you go – throughout the day • Start your day organized and with a fresh start• Prepare for future opportunities


Practice Management

• Essential Tools of Today• Contact management / calendar• Database management• CRM• Cloud computing• Security software• Smart phone apps


Practice Management

• Essential Tools of Today• Contact Management / calendar /email• Outlook / Office & Office 365 / Exchange• Google Apps/ Gmail / Drive / Calendar /Contacts• Apple Pages/ Keynote / Numbers / Mail ‐ iWorks• Zimbra• LibreOffice (Open Source)


• Essential Tools of Today• Third‐party practice management software• Act• GBS Agency Expert – agents, GAs, MGAs • Agency Bloc • Agent Cubed• Zywave• Other software for commission tracking, P&C, • Movement toward cloud based apps


Practice Management

• Essential Tools of Today• Database management• Microsoft Access • Filemaker – Apple company • Oracle • Intuit ‐ Quickbase


Practice Management

• Essential Tools of Today• CRM – Customer Relationship Management Automated Practice Management Suites

• Zywave• Smart Office – Ebix• Salesforce, Sugar, insightly, Base• Gen4Systems• Agency Bloc


Practice Management

• Essential Tools of Today• Cloud computing & file sharing• Office 365, CRM apps, & previously mentioned apps• Chromebooks – Acer, Dell, Asus, HP, Lenovo• Surface – Microsoft • Dropbox, Pogoplug, iCloud, OneDrive, G‐Cloud Storage

• Seagate & WD hard drives w/ new cloud technology


Practice Management

• Essential Tools of Today• Security & email encryption • Norton, Malwarebytes, Kapersky, McAfee• Zixmail, AppRiver, Voltage, Symantech


• Essential Tools of Today• Websites – every agent should have one or more• Purchase a domain• Publish relevant content & multiple pages• Privacy notice • Contact us • Direct links to quote & buy online• Need to be Mobile compliant – April 21st deadline for Google


Practice Management

• Essential Tools of Today• Smart phone apps• Exchange / iCloud – syncing contact & appointment management with your office app & mobile devices

• Google Maps – driving to appointments / travel • What’s App – texting free while overseas• Outlook, Dropbox, Pogoplug, Uber, Evernote, Dragon• Passbook, ApplePay, Starbucks • Newsfeeds – AP, WSJ, Fox, ABC, Flipboard


Practice Management

• Essential Tools of TodayWayne’s Favorite New App: Sidekick

• Track time & date when client opens your email• Track how many times they open your email• Track if they clicked on a link in your email• Dashboard reporting of your client’s email• Real time reporting – when email is opened • Integrates with Outlook


Practice Management

• Essential Tools of Today• Social networking• Facebook, Linkedin, Twitter, Pininterest, Tumblr, Google +

• NAHU B2B• Meerkat• Data searches on Twitter = big data for you!!


Practice Management

• Essential Tools of Today• Online Benefit Management Software• Zywave• BenefitFocus – BCBSFL & Aetna• BenefitsConnect• Maxwell Health• Employee Navigator• Plan Source• Selerix• Liaison


Practice Management

• Essential Tools of Today• Compliance & Reporting Software• Pay or Play Software – Triune Technologies• HR Compliance – SyncStream, Think HR, Basic• Section 125 – TASC, Flex Facts• COBRA – Ceridian, Infinisource• HR Software & SPDs – HR360• Employer reporting software – Selerix


Practice Management

• Benefit Analytics• Benefits Science Technology• D2Hawkeye • Verisk Health• Benefitfocus’ Benefit Informatics


Practice Management

• Essential Tools of Today• Hydration, Nutrition & Workout • Water – hydrate throughout the day• Midday snacks – apple, raisins, protein bar, greens• Lunchtime workout – swim, run, yoga, weights• Early am workout – run, swim, surf, paddleboard, ski• After work workout – weightlifting, powerwalking


Practice Management

• Wearables – Fitness Monitors• Jawbone Up, Fitbit, Garmin Vivofit, MS Band• iWatch – is it a hit?


Practice Management

• Client Engagement / Feedback• Listen ‐ when they call or when you call• Ask if they are satisfied• Always ask how things are going – open ended• Talk about their business, family, interests• Ask if there is anything else you can do• Referrals & other product line mentions


Practice Management

Client Communications• Newsletters• Direct mailers • Email newsletter


Practice Management

Private Health Insurance ExchangeThere is no clarity on the definition of this market

• Aon, Xerox, Towers Watson – consultant • Ebix – public & private – individual • hCentive – large brokers / employers • Sam’s Club – membership • Liazon, Health Plan Services, Maestro Health• Zane Benefits


Practice Management

• Ongoing Target Planning & Marketing• Review & evaluate your ongoing target markets• Advertising – online, DM, phone book, publications • Networking – chambers, association & personal intro• Referrals – agents, CPAs, attorneys – ask everyone• Public educational seminars on ACA• Read your local paper & industry publications• Google Alerts & other Big Data monitoring/mining


Practice Management

Prospecting Through Referrals• Clients• Insurance Agents, Competing Brokers, P&C• Attorneys, CPAs• Professional Associations – NAHU, HAFA, NAIFA• Chambers of Commerce• Targeted Industry Associations – NABOR, AMA, etc


Practice Management

• Read Read Read• Trade journals – BSM, EBN, Modern Healthcare • National & local publications & newspapers• Business publications • Data mining – Google, Twitter, You Tube• Google News Alerts • Email news feeds – NAHU, HAFA, industry publications

• Blogs


Practice Management

Lead GenerationOnline & Target Leads

• Norvax, Netquote, Precise Leads, etc• Live leads – HealthNetwork, Live Lead Zone• Ask everyone you see• Professional Associations – NAHU Find an Agent• Work it thoughtfully through to successful outcomes


Practice Management• Client Compliance & Continuing Education &

Professional Development• COBRA, ERISA, Section 125, SPD, SBC, ACA• How many hours of CE do you need in your compliance period

– more hours is never too much • Ethics CE requirement• New certifications, ongoing certification requirements • Join your professional association – NAHU, HAFA, NAIFA• NAHU’s Compliance Corner


Practice Management

• Legislative & Regulatory Involvement• Know your State & Federal legislators • Know your State Insurance Commissioner & staff • Get involved with a political campaign • Support political associations & think tanks – CATO, FGA, Heritage Foundation, Galen Institute

• Go to your state capital & Capital Hill with a group• Become a benefit experts with your legislators/regulators


Practice Management

Understanding Your Market & Why You Do What You Do

• Get to know your carriers in your respective markets• Who’s your carrier / agent competition• Who & why are you representing the carriers you are today. Re‐evaluate the market & marketplace


Practice Management

• Are You Covered? Purchase What You Preach• Health Insurance• Life Insurance• Long Term Disability• Cancer, Accident, Critical Illness, LTC• E&O Insurance


Practice Management

New & Ongoing Market Opportunities • Understand Baby Boomers, Gen‐Xers & Millennials • International Health Plans & Student Health Plans • Short Term Medical, Critical Illness • Canadian pharmacy / Discount Rx cards• Payroll services / Wellness programs • New Vendor Relationships • Purchase an agency / sell your agency / or dot.com• Refer or sell the leads you don’t want


Practice Management

• Generations through the years• Lost Generation – 1883‐ 1900 Gertrude Weaver b1898 d4/2015 – age 116• Greatest Generation – 1901 – 1924 (Walt Disney, Clark Gable, George HW

Bush, Jimmy Carter)• Silent Generation – 1925‐1942 (Dick Van Dyke, BB King, Angela Lansbury)• Baby Boomers – 1943 – early 1960’s (Joni Mitchell, Billie Jean King,

Christopher Walken, Mick Jagger, Wayne Sakamoto) • Generation X – early 1960’s – early 1980’s (Robert Downey, JK Rowling, Dr

Dre, Shania Twain, Kim Kardashian, Ryan Gossling )• Millennials – early 1980’s – 2000’s (Bruno Mars, Anna Kendrick, Mylie

Cyrus, Meghan Trainor, Justin Bieber, Mark Zuckerberg)• Generation Z – late 1990’s – mid 2000’s (Sarah Hunt, Kylie Jenner)


Practice Management

• Let’s Talk About the Future –Forecasting your Destiny

• Private Exchanges – employers, affinity groups, associations, membership groups

• Big Box Distribution – Walmart, Costco, Amazon, Google

• Industry Consolidation – Tech firms getting into the benefit business

• Emerging new entities ‐ Zenefits


Practice Management

• Annual Review of Your Practice• Are you satisfied with your production & goals• Are you a member of the Leading Producers Roundtable ‐

NAHU• Do you have everything you need in your back pocket? Is

there anything missing?• Diversify your practice – add new lines • What are the new opportunities your tomorrow• Are offering private exchanges• Where will you be tomorrow and in 5‐10 years


Practice Management• Final words

• Make a difference in your market, marketplace, and respective communities

• Stay engaged, Stay informed – be open to new vendor/carriers/opportunities

• Set attainable goals, never give up• You’re unique & special – Be innovative • Buddy with fellow agents• Live an active lifestyle – eat healthy • Get involved with community service & travel • Make family & friends first• No appointments on Mondays & Fridays


Practice Management

• Contact Me

• Wayne Sakamoto• Health Insurance Interactive, Inc• [email protected]• (239) 591‐1199

Practice Management


Practice Management

Thank you for attending!!!


Practice Management

• Additional Tools Mentioned During Presentation• Daylight CRM – integrates with Apple Mail• BenefitPoint / AMS 360 – Great revenue tracking system

• Gen4Systems – Commission Tracker• Protected Trust – Email encryption • Constant Contact – email newsletter for clients


Practice Management

• Other comments during presentation• Contribute to Health Underwriters PACs• Embed Healthcare Reform Videos to websites


Practice Management

practice management a-tuneup!-asofmay262015

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