We recently worked with a smart, energetic practice administrator who was very motivated to improve his practice’s bottom line. He’d already found significant savings by switching billing and phone services (even getting better billing results, to boot). Spurred on by those successes, he’d turned his attention to clinic staffing. While the physicians in his practice […]

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Medical practice management is filled with unique challenges. But there’s also a unique marketing advantage that practices have — at least traditional, insurance-based practices. When your practice accepts insurance, the insurance plans you contract with, and even patients’ employers, become a potential funnel of patients. The key is to be sure your practice is able […]

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When we work with physicians and managers who’ve found their financial results have inexplicably declined, they often wonder why the profit numbers changed when the practice is still managed in the same careful way as before. It’s a puzzle and a disappointment and a huge source of frustration! But therein lies the rub: As managers, […]

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Practice management literature often offers advice about cutting expenses – advice that promises cost-cuts improve margins and “directly boost the bottom line.” Many physician owners and practice managers seem to have internalized the idea, so they’re always on the lookout for things to trim. But is this the best way to strengthen your practice business? […]

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“Fix the problem, not the blame” is a well-known Japanese proverb. It sounds like common sense – isn’t fixing problems what we all ultimately want? But when mistakes happen, the search for culprits instinctively begins – and with it often comes demoralization and tension. Worse, the search for a scapegoat usually won’t keep problems from […]

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No-shows can be a huge drain on medical practice finances. Time that is booked but ultimately generates no revenue is a loss that comes right out of your bottom line. It’s similar to what airlines experience when they have an unsold seat – which is why airlines so often resort to overbooking, and some practices […]

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A practice we worked with recently was struggling to improve profitability. The practice’s new manager wanted to make an impact fast, so she decided to try replacing longer-term staff with less expensive newbies; since staffing was such a big practice expense, she reasoned that this was the best way to improve profitability. The physician owners […]

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It’s easy to monitor your employees’ every move with modern technology. So should you? The temptation is understandable. The key question is: Are employees motivated to do a good job? Or does getting the most from them require constant oversight? Intuition might suggest the latter – but experience says otherwise. In the early days of […]

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In a typical medical office layout, there’s a front door that’s used by patients and a rear door (or staff entrance) for employees. Of course, this can be quite convenient, especially when connected to employee parking. But an interesting consequence of this configuration is that physicians and managers never experience the reception area from the […]

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Independent primary care and specialty practices alike worry about increasing competition from hospitals and integrated systems. It’s not uncommon to see hyped-up headlines pronouncing independent practices “doomed” and the consolidation trend “inevitable.” But the naysayers always conveniently overlook a big advantage independent practices have versus larger organizations: the personal touch. In consumer settings, small players […]

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Do you find yourself reluctant to discipline difficult employees because they’ll be hard to replace if they quit? Is that same fear causing you to retain employees who’ve failed to improve, despite being counseled again and again?When the consequences of poor performance never materialize, underperforming employees will soon perceive they’ re exempt from the standards […]

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When presented with ideas to update your medical practice’s technology, better support your clinicians, or market your practice in a new way, is your go-to reaction “we don’t need that” or “we’re doing fine without it”? Is your financial management approach simply to always minimize expenses? (Perhaps because you remember the old maxim of taking […]

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Background checks in hiring are sometimes confused with reference checks. While both are important, the differences between the two are critical to understand. Reference checks involve conversing directly with a candidate’s former bosses and coworkers. It’s a subjective process that provides insight into a prospective employee’s strengths and weaknesses. Checking references helps you learn how […]

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Personalized, customized service has become the norm in our lives as consumers. We’ve come to expect even everyday items like coffee and sandwiches to made to our specific preferences. But when we’re talking about the administrative side of the patient experience, customizing can seem like a much bigger deal. With so many other demands on […]

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One of our previous clients decided to move on from her group practice to set up her own practice.   After being in town for just a few short years it would be important for her to have a following of loyal patients. For this reason, I decided to research how patients were rating her, and […]

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A few days ago, the ATM turned 50. The first ATM in the world debuted in London in 1967; we got our first one in the US in 1969. Wow! I bet that the ATM has been around longer than many of you reading this. It’s hard to imagine a time when this technology wasn’t […]

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Summer’s here! If the change of the season has you thinking about reading on a beach, a back porch, a dock, or a hammock, we’ve got the reads that you need. Judy and Laurie have both published new books. They’re both easy reads packed with intriguing case studies of real practices — the furthest thing […]

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Most physician practice owners we work tell us they believe it is very unlikely that any employee would steal from them. But when you consider that an MGMA study found that 83% of members had worked in a practice where embezzling had occurred, it seems quite probable that some of those physicians will eventually employ […]

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Did you happen to catch this New York Times Magazine article last month? It begins with a moving story of an uninsured patient who suffers a terrible brain hemorrhage. Thankfully, she gets timely, effective treatment — but her condition requires many expensive services, including an air ambulance. Her bills totaled about $500,000. Although the patient […]

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Recently, the check-in automation company Phreesia invited me to write an ebook on one of my favorite topics: the patient-centered practice. It’s called “Beyond Five-Star Reviews: Why the Patient Experience Matters, and How to Improve It,” and it’s available free with registration — just click on this link. The idea of being more patient-centered and […]

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Office visits represent a huge proportion of revenue for many practice types. Consistently accurate coding of office visits is important to avoid costly under-coding or inadvertently coding above the level that applies, which could lead to revenue take-backs. Since the E/M range constitutes such a huge piece of the overall reimbursement pie, payers are very […]

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