duties but they don't give them the big picture. What I find is that great CA's are really very detail oriented. They're great at dotting the "I's". They're great at crossing the "T's", but were not so good about the why. It takes a great leader, it takes a visionary to be able to explain in your practice what it is we're doing and why all these little detail things, all the procedures, all the policies, all of that matters in the big picture. You know, we've had claims that have shown up based on staff. Some offices where they may do therapies or back office type work, whether it be some exercise rehab or what we would consider more physical modalities, there could be an error. There could be something. We've also had where the CA's just weren't that skilled on the telephone itself in communicating, whether it be about a bill or someone wanting a copy of their records. These are the things that we found put the doctor's in jeopardy. I know you teach a lot of this through your chiropractic assistant program, which we'll talk about toward the end. I've heard you speak and you talk about all of these things in terms of creating such a powerful and great team which is what really builds and runs a chiropractic office because no one person could really do it by themselves. When you're talking to your CA's in a room of 150 CA's like I recently saw, how do you get them to understand about things like building rapport, making a connecting with the patient ... all of the communication basics about your services.
Speaker 1:
Speaker 2:
It's a great question and really ...
Speaker 1:
You want to utilize your presentation at all or do you want to just ...
Speaker 2:
I always prefer people see my slides over me.
Speaker 1:
Anytime you want, I'm just going with the flow.
Speaker 2:
Okay, let me see if I can pull those up.
Alright, so thanks for asking. Like I mentioned, when I'm talking with a group of CA's, what I find is that they understand that chiropractic assistant, assist means help. They think they're job is to help the doctor help the patient. They're not so clear on the bigger picture of what they do. What I like to do is challenge them to understand that the ultimate goal of a CA, not just to get patients in and back according to the doctor's recommended schedule, because that is a very clear role ... their ultimate goal should really be bigger. For example, to build as many win-win relationships as possible between their practice and the community. It's that big picture ... the getting clear, the having the why. I always say the bigger the why, the higher you fly. I think that's what makes a big difference.
They have to understand that we want to figure out what those core values are
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