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Empowering Small Practices To Deliver The Best Care
JUNE 2017
THE INCREDIBLE STORY OF JIMMY THE BAGGER PERSONALLY DELIVERING PHENOMENAL
Our first core value here at AZCOMP Technologies is straightforward and powerful: We Deliver Phenomenal. For us, simply satisfactory customer interactions are nowhere close to enough. “We Deliver Phenomenal” is a value that sets the tone for every service we provide our customers. Phenomenal service comes in many forms, but what they all have in common is a desire to exceed expectations — to leave the customer feeling wowed. I recently read a book called “The Simple Truths of Service,” and it contained a story that I think demonstrates the power that phenomenal service can have on customers. It’s a story about a young man named Johnny who works as a bagger at a supermarket. Johnny’s story moved me so much that I wanted to share it with you here. The store where Johnny worked brought in a motivational speaker one day. The speaker’s goal was to inspire the employees to make raving fans out of their customers. He emphasized that every employee should put a personal touch on each interaction, creating meaningful memories with shoppers and inspiring them to return for these experiences. Johnny, who has Down syndrome, struggled to think of a way to add this personal touch, thinking of himself as “just a bagger.” Eventually, though, he came up with an idea he thought would work. He went home one night and found an inspirational quote online. With the help of his father, he printed 50 copies of his “Thought of the Day,” signing each one by hand. He began placing these thoughts in the bags of every customer that came through his line. When Johnny couldn’t find a quote that matched what he wanted to convey, he would write one himself.
About a month after Johnny began his “Thought of the Day” project, the store manager noticed that Johnny’s line was consistently three times longer than any other. Scrambling for a solution, the manager naturally opened up more registers. When the manager told customers that there were available registers, he realized that they weren’t in a hurry to check out. Instead, they were in line because they wanted to receive a “Thought of the Day” from Johnny. They were happy to wait in line, because Johnny delivered something truly phenomenal. Johnny’s ability to touch each of his customers in a meaningful, lasting way began to inspire his co-workers. Following Johnny’s lead, the store florist began offering unused corsages to young girls or elderly women. Just like Johnny’s co-workers, I was inspired by his touching story. What I think Johnny’s story illustrates is that service has to be passionate and personal if it’s going to be phenomenal. In my short time at AZCOMP, I have seen our team put their heart into taking care of our customers. The dedication our staff puts into delivering the phenomenal is not just lip service; it’s something we live out every single day. No matter the role a staff member has here, they are compelled to deliver phenomenal experiences to our customers — and do it with the same heart that Johnny put into his “Thought of the Day.” - Susan Deignan
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Published by The Newsletter Pro • www.TheNewsletterPro.com
DON’T GET HOOKED 10 Tips for Identifying Phishing Emails
5. The message contains an offer that’s too good to be true.
6. You receive a response to an action you didn’t initiate.
Phishing emails attempt to gain access to your sensitive information (such as bank account info) by tricking you to click on malicious links. While some of these messages are obvious to spot, others hide their intentions skilfully. Here are 10 signs that the email you just received isn’t what it appears to be.
7. Unreasonable threats are included in the message.
8. The sender asks for you to send money to cover expenses.
1. The message contains a URL disguised as a different link.
9. The message appears to be from a government agency.
2. URLs are structured incorrectly.
10. There’s something off about the message. If is just doesn’t look right, trust your gut and don’t click.
3. The grammar and spelling are dubious.
When reading through your email, you have to be careful! If you notice any of these red flags, don’t take the risk and just delete the email.
4. The message inquires about personal information.
NEED MEDISOFT HELP?
MEET BENWILLIAMS A MASTER OF SYSTEMS AND SERVICE
Direct support line: (480) 497-7480 Create a support ticket online: azcomp.com/help Don’t have Platinum Support? Plans start at just $99 per month. Call us at 855-455-5035 Medisoft-U Training Webinars and In the Know events are resources to make sure you’re getting the most from the software. Next Medisoft-U Training Webinar: July 6, 10 a.m. PST Topic: Deposit List Features in Medisoft
We’re a tight-knit team here at AZCOMP, and Benjamin Williams is an integral part of it. Ben does a little bit of everything. He not only assists in maintaining the health of AZCOMPS’s infrastructure, but also provides a variety of IT services to his customers. We pride ourselves on demonstrating technological knowledge and service- minded support, and Ben has both these qualities in spades.
Outside of work, you can find Ben keeping up with his three sons. The Williamses have a “Friday Family Fun Night” tradition where Ben and his wife let the kids decide where they’ll eat. Ben’s wife is extremely nutrition minded, so she might squirm a little when their boys pick Taco Bell, but they both love being able to bond as a family. Ben also enjoys a little bit of amateur photography on the side, primarily shooting landscapes and capturing family memories.
Next Medisoft In the Know: June 21, 12 p.m. PST In the Know will keep you up to date on all things Medisoft. Register for both events and learn about what’s coming soon at azcomp.com/events .
We think Ben’s been a perfect fit for AZCOMP since the day he joined over two years ago, and our customers feel the same way.
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HAVE A LAUGH!
SOLUTION
BE PREPARED FOR MIPS If your practice bills Medicare Part B, then more than likely you will be required to participate in the Merit-based Incentive Program (MIPS) this year or suffer a negative payment adjustment in 2019. The good news is if you have already been participating in Meaningful Use and PQRS, you have a good start with MIPS requirements, although there are some changes that you should be aware of. In addition, CMS has declared 2017 as a transition year, so you should be able to avoid payment adjustments with little effort. The key is to get educated and create a plan for how you will comply. If MIPS is new to you, get started with the new CMS website. Go to qpp.cms.gov and from the main page you can key in your provider NPI and the website will direct you on the next steps. You will also be able to learn more about the pick-your-own-pace options for reporting. The options are for a full year of participation, a 90-day reporting period, or a partial participation that allows providers to submit minimal data. Qpp.cms.gov also includes details that can help providers select which measures best fit their practice, in addition to training videos and education materials. If you need additional help understanding the program and how AZCOMP products and services can assist you, please call us!
A RESOURCE FOR OFFICES
Recently On Our Blog
Our online blog is a great resource that allows Medisoft users to get the most out of their software and deliver the best care to their patients. Here are a few recent highlights worth checking out.
azcomp.com/blog/setting-new-provider-medisoft
Inputting a new provider incorrectly can lead to issues like claim rejections. This post guides you through every detail of setting up a new provider, making sure you don’t miss any crucial fields.
azcomp.com/blog/medisoft-support-windows-not-opening
One of our most common customer service calls is a customer asking what happened to a window they tried to open. This article explains what happened and the easy way to remedy the problem.
azcomp.com/blog/avoid-getting-scammed
Internet scams are a dime a dozen. This article provides 10 pro tips that will give you to skills to spot even the most deceptively disguised scam messages.
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Personally Delivering Phenomenal PAGE 1 Don’t Get Hooked PAGE 2 Meet Ben Williams PAGE 2 Need Medisoft Help? PAGE 2 Be Prepared for MIPS PAGE 3 A Resource for Offices PAGE 3 Valve Software: A Management-Free Company PAGE 4
said in a 2012 interview with Bloomberg Businessweek. “Sometimes the skills in one generation of product are irrelevant to the skills in another generation. Our industry is in such a technological, design, and artistic flux that we need somebody who can recognize that.” In 2012, Newell brought to the world Valve’s idea of a Flatland, or a company that employees are free to steer. According to Valve’s company handbook — which you can read in full on their website, www.valvesoftware.com/jobs — Flatland “removes every organizational barrier between your work and the customer enjoying the work.” Though unconventional, it’s a model that’s both worked well and not so well. Newell admits that monitoring and structure could have saved his team extra work, when an engineer made poor decisions with a video game. However, to the credit of the Flatland, Newell says the company has been more diligent about hiring the absolute best. And when employees are free to think and create at will, Valve can more efficiently use the skills each person brings to the table. VALVE SOFTWARE’S UNCONVENTIONAL, MANAGEMENT-FREE COMPANY STRUCTURE WELCOME TO FLATLAND
Three hundred employees all working on their own terms. Each person is free to create and succeed without imposition. There are no managers or bosses, and no systems exist for monitoring employee workflow or performance. It’s a utopia for some and a managerial nightmare for others. But this is how Valve Software operates. Since 1996, Valve Software has thrived in the video game, technology, and social entertainment industries. Known casually to gamers of all kinds, Valve is the collective mind behind games like “Portal” and “Left 4 Dead.” But you don’t have to be a gamer to see why Valve’s company structure is unique.
“Managers are good at institutionalizing procedures, but in our line of work that’s not always good,” Valve’s founder, Gabe Newell,
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