Speaker 2:
I do. It causes all kinds of problems when you're not clear with your team on what's okay to say, what's okay to promise. Obviously, you'd never want anybody promising a specific result in your practice and you certainly would never want anybody disparaging another chiropractor in your community. Getting everybody clear, again, and teaching them how to communicate property to a client is what it's all about. We do try to put expectation management in along every step of the way. Even when you're thinking about your paperwork, we want to let them know how important open communication is. We want to get them to ask us instead of going outside of office and going online or asking their friend. It is all about building that relationship. One other thing you just want to raise about that, because I like to talk about some of the challenges that we get to see here at ChiroSecure and one of the biggest staff issues that show up for the doctor ... for those doctors that aren't 100% cash, most of the doctor's bill insurance. For whatever reason, we may go through the extra steps of doing an insurance verification or what have you and we may relay that information to the patients of what we found out. Then the insurance company doesn't follow suit in what they said they were going to do. Now, here you are with a patient that is all ticked off because they owe you money after you told them their insurance company, which they should be responsible for in the first place, said that they're going to cover, now they're not covering or they're covering less and it's more out of their pocket and they feel like it was a bait and switch. You got them to come in thinking it's not going to cost them much and now all of the sudden, they have this big bill. There's an upset. That does happen. Luckily, it doesn't happen that regularly in our office. First of all, insurance verification procedures are ... you can do a better job than others and we find that no matter what online system you use, you cannot get all the information on verifying insurance without talking to a representative if it's an independent. I'm not talking about Blue Cross, Medicare or Medicaid. Any other 3rd party carrier, you really need to get the information because there's questions that most people don't ask that are causing the kind of problems that you're talking about. First of all, excellent procedures when it comes to verification can really mitigate those problems. The second point with that is excellent expectation management when it comes to insurance and what it is. Actually, if I can find ... hold on, let's see ... I actually have a very good visual on that one, if I can find it. That's going to be questionable on that. Let's see. Okay, about insurance. Here we go. We do like to take a moment because we do want to increase access of people coming to our office without over-promising what an insurance company will
Speaker 1:
Speaker 2:
Made with FlippingBook - professional solution for displaying marketing and sales documents online