Customer Service Axioms For Your Pediatric Practice

Have you noticed that everybody knows how to deliver exceptional customer service, except those that actually do? We're all customer service connoisseurs. We all can recognize excellent service. And we are even better at pointing out bad service. But when it comes time to execute, most fail. I think that the reason customer service is hard to execute, is not because we don't know how to, but because we easily forget. We often get wrapped up in … [Read more...]

Does Your Practice Management Toolbox Have This Essential Tool?

One day a staffer asked if me I could buy envelopes that have windows on them to send our, we seemed to have missed your payment letter. You know the kind that display the address from inside the envelop. "What's wrong with the ones we have?" I asked. "Nothing. It's just that there are a lot of them and handwriting the addresses on the envelopes we have is time-consuming." “Why do we have so many delinquent letters going out?” I digged. “We … [Read more...]

Want To Be An Awesome Practice Manager? Learn How To Calculate This Key Performance Indicator

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Revenue per encounter is an excellent barometer of your practice's financial health. There are many things that influence the revenue per encounter and consequently allow you to see the impact of things such as: Are your claims being processed timely? Are your claims being paid properly? Are you being paid fairly? Is your payor mix excellent, fair or poor? Are you following proper CPT coding guidelines? To determine your practice's … [Read more...]

Extra, Extra – Now Offering Coaching Services

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People always ask me if I do practice management consulting.There was a time when I did. But for the past two or so years, I’ve responded by saying no. I enjoy consulting and love to do it, but I had to stop because of the time commitment. Recently, I was talking with a loyal reader of PediatricInc about this very topic and she suggested I do remote coaching. My friend, who owns her practice, explained that she doesn't necessarily need a … [Read more...]

Here Is Why You Can’t Afford To Miss The Next Practice Management Seminar

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Last weekend I had the privilege to present at the Pediatric Management Institute (PMI) seminar in Oakland, CA. It was the first time presenting at a PMI event. Paul Vanchiere and his team put together a great seminar.Not only were the topics informative and relevant, but the speakers did an awesome job of presenting the material in practical ways. Dr. Richard Tuck, such as, presented on various coding topics including ICD-10. Tough assignment. … [Read more...]

What A Top Management Guru Can Teach Us About Managing Our Medical Practice Better

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Jim Collins affirms that accumulated progress is what drives greatness in companies. He adds that focusing and being disciplined about progress in small increments is the only way to become a great organization. Greatness, in other words, is not a silver bullet. It is a work in progress. And we get there not mile-by-mile, but rather inch-by-inch. We often talk about making things better. We often challenge the staff to think about how to … [Read more...]

Pediatric Practice Management Seminar You Don’t Want To Miss

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The content in many practice management seminars or conferences are either too generic (the one size fits all medical specialty approach) or too specific (subspecialty focused) in my view. As a result, it makes it difficult sometimes to figure out how to apply the lessons from other medical specialties to pediatrics. If only there was pediatric specific seminar, where everybody in attendance speaks your language (the language called Pediatrics), … [Read more...]

Increase Your Medical Practice’s Bottom Line In One Easy Step

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A few months before we opened the practice, we picked up a flyer inviting doctors, billing and coding staffers to attend a coding seminar in town.  It looked like something we ought to go considering we were about to open our very own private practice and had zero billing and coding knowledge. About one minute into the lecture, I was lost. I had no idea what they were talking about. I was merely a marketing guy and had no idea about managing a … [Read more...]

Eligibility & Deductibles: Do You Verify Before Patient’s Appointment?

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Recently, I caught up with my friend Lynn Cramer. Lynn is Chief Administrative Officer at Eden Park Pediatrics in Lancaster, PA. Lynn is one of the most - if not the most - experienced practice managers I know, so I always like to glean any insight I can whenever I get the chance by asking her questions on how she has resolved in her practice issues that are a challenge to many of us. For this post, I asked if she’d answer just a few questions … [Read more...]

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