Did you watch the Royal Wedding between Henry and Meghan? Though the numbers vary wildly, some estimate that 2 billion people watched the British nuptials.[i] Why so many? 3 reasons. 1. Otherness: People love the royals because of the perceived “otherness” between royalty and commoner. Even in America, with our fierce, independent spirit, we have a draw to the royal life. The idea of being royal and living such a set apart life is fascinating. As a result, royal news is big news. 2. Dreams Come True: Meghan is American. The gulf between royalty and commoner is bridged in the wedding. In Meghan, a good old American gal from Canoga Park marries the 5th in line to the throne and becomes one of Time Magazine’s 100 most influential people. She reminds people that dreams come true. 3. Hype: This wedding is the true definition of the overused word, “ubiquitous”. Henry and Meghan were everywhere. They were on every channel, both social and traditional. Even now, you can find commemorative magazines in the grocery store checkout. The coverage began long before the wedding, and it will continue long after. What does any of this matter? Well, for your small business, these principles matter a ton. If you can tap into them, you can grow your business, create a marketing campaign, and build customer loyalty. Though these principles apply to every business, take the eye care industry for example. Let’s say you want to increase your frame sells. If you want to do that, build a campaign around a new frame line that you are carrying. Do this: 1. Otherness: How are these frames different? Are they exclusive to your practice in the area? Are they a limited run? Will they not be offered again in the future? Does your patient have the opportunity to own something unique? 2. Dreams come True: Create a story surrounding these frames that give the impression that the future owners will be a part of something larger. They will be able to connect with a lifestyle that is associated with the brand. They will be like celebrity endorsees. They will gain social status by purchasing them. Somehow, in owning them, they will transcend their mundane day to day lives. 3. Hype: Start telling your patients about them ahead of time. Create an event around the week of their launch. Host a fashion show or a party on the day they are released. Run live on Facebook and Instagram. Give patients the opportunities to be models. Nothing is too over the top. These principles apply to whatever business you are in. Connect these principles to your product and then to your people and watch your business grow. If you need help putting together a marketing campaign (or even one for the year), please contact us at ProSight Success. We have been in the marketing business for 20 years, and we would be glad to help you. Just email Gordon at [email protected], and you can get started. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon. However, your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. [i] http://www.cetusnews.com/life/Royal-Wedding-2018-viewing-figures--How-many-people-watched-Meghan-Markle-marry-Harry-.SJbJRcZy1Q.html
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Skilled Billing & Coding Professionals Miss Out On Jobs If They Aren't Willing to Climb the Ladder5/14/2018 I was hiring for a multi-state eye care practice, and they wanted something simple. They wanted skilled, professional, hard-working billing & coding employees who approached their job with knowledge and efficiency. Basically, they needed professionals who could file their insurance, but they also needed more than just someone with knowledge of ICD-10s and CPT codes. The doctors expressed that Billing & Coding knowledge was a dime a dozen with the flood of graduates each year. They wanted employees who were willing to work their way up the professional ladder while also being willing to work anywhere in the office (not every practice can afford a dedicated filer). That shouldn’t be a problem, should it? Plenty of people understand coding and were willing to earn their way, right? Actually, it was a huge problem. Finding people who possessed the knowledge of Billing and Coding was not the problem. Less tangible skills like professionalism and punctuality and lack of entitlement were rare. I went through dozens of resumes, and I couldn’t find anyone who met all of the necessary qualifications. We wound up having to hire employees who met most of the qualifications, but not all of them. Some made it. Some didn’t. In discussing this challenge with my clients, they wished that there was some way to improve the field of candidates – almost a training program apart from school to prepare qualified candidates to become quality employees. That’s where inspiration begins. That is why I began mentoring future employees to better prepare them for gainful employment. That experience was the genesis of the HealthCare Pro Academy. Our HealthCare Pro Academy is $127 a month for 6 months. During that time, we will · Create an attention-getting resume that will help you stand out above the crowd. · We will talk on the phone at least 6 times for personal coaching. · I will interview you at least 3 times and give you verbal and written feedback. · And so much more. Think about the cost like this. Each pay period you are unemployed, you lose around $800 at a $10 an hour start rate. Our program costs less than what you lose by remaining unemployed. Don’t hesitate. This is the launch of my mentoring program, and the price will increase soon. If you have any questions, just call me at 919-412-8161. I can’t wait to help you get the job you want. Gordon Duncan 919-412-8161 HealthCare Pro Academy Seriously, just give me a call if you have any questions. Did you miss out on Mother’s Day? I’m not asking you if you reached out to your mother (I hope you did). I’m asking whether or not your practice put together a marketing plan to take advantage of the $21 billion dollars that is spent each Mother’s Day. Obviously, you can’t do anything about it now. Any “sunglasses as gifts for mom” sales are gone by the way side. And guess what? You’ll miss out on Mother’s Day again next year unless you do one thing. Create a Marketing Plan. Here is the reality. 46% of companies with fewer than 50 employees do not have a marketing plan.[i] That probably is the size of your eye care practice. Basically, half of the eye care practices in the world don’t have plan, and that doesn’t mean that the other 50% have a plan that works. So, unless you have one, you’ll miss out on Mother’s Day and most every other holiday in between. But how did you get started? Here are few tips: First, get your social media under control. Make sure all of your platforms are up to date with information and pictures. Design a plan to update them each and every day. Give your patients incentive to interact with you. Second, map out every major holiday in America. Figure out which ones you can best emphasize. You can’t switch promotions every few days. They need to sustain. Put together a promotion that makes your patients want to be a part of it. Third, in writing, detail how you will engage with your patients, how you will advertise the campaign, and what you will promote or give away. Without these elements, each and every opportunity to promote your business will pass you by. If you need help putting together a marketing campaign (or even one for the year), please contact us at ProSight Success. We have been in the marketing business for 20 years, and we would be glad to help you. Just email Gordon at [email protected], and you can get started. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon. However, your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. [i] http://www.marketingprofs.com/charts/2014/24945/34-of-marketers-do-not-have-a-documented-plan Billing and Coding graduates are flooding the market this time of year. Some schools graduate as many as 1,500 potential employees each spring. And while Billing and Coding provides the opportunity for a great income, a coding career provides two main challenges. The first challenge is getting a job in the medical industry itself. The second is finding a job that provides the opportunity for the insurance filer to utilize her/his strengths. Those realities lead to a very practical question: Should a Billing and Coding graduate take a lateral entry job in the medical field to get their foot in the door or should they hold out for a filing position? The first pro of taking a job in the medical field, whatever position that may be, is of course income. Additionally, you get real-world, practical experience in your field, and hopefully, you get to see the practical workings of filing claims. If you are working a front desk, you will quickly see what happens when data is mishandled or entered incorrectly. After you prove yourself, you may earn the opportunity to utilize your billing and coding skills when the opportunity arises. However, taking a lateral entry medical job has its downsides. A good front desk employee might never get the chance to move to billing because good front desk employees are rare. Additionally, spending a few years in a non-billing position erodes the billing base of knowledge. Regaining that knowledge can be a challenge. So, what to do? HealthCare Pro Academy recommends 3 things: One: Unless you have another job opportunity, begin working in a medical field as soon as possible. Income is income, and nothing hurts an applicant worse than an extended period of unemployment. Employers think the worst. Two: Never stop looking for billing jobs. An employed applicant is always a more attractive job candidate. “Wanting to work in my field of education,” is a great answer to the question, “Why are you looking to change jobs?” Three: Get mentorship and continue training in billing and coding. Never let your skills erode. Find someone who has done what you want to do and learn from them. The cost is worth it. Happy Job Hunting, Gordon Duncan 919-412-8161 HealthCare Pro Academy www.jgordonduncan.com www.prosightsuccess.com www.prosightworkbook.com How does a mentor from HealthCare Pro Academy help? Some of the benefits are…
And lots more. Our program costs $127 a month, and we will work with you for six months. Upon signing up, you will receive a survey to fill out about your background. Upon completion, email it back, and we will set up our first conference. We will talk online twice a month for 45 minutes, and you will also have access via phone and text throughout the month. Below you will find references, and don’t hesitate to call me directly if you have questions. I look forward to helping you grow in your career. You deserve it. Bio: Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has been in the eye industry since 1999 and is the author of the eight-book ProSight Success System. His book “Practice Progress” has charted #1 in 6 different countries. Gordon currently consults in the eye care, medical, as well as the manufacturing industry. Reference: “I’ve Known Gordon for seven years and have been thoroughly impressed by his work ethic, professionalism, and knowledge of the practice of Optometry. He’s helped me tackle overwhelming tasks by implementing procedure manuals and simplifying complex employee issues. I highly recommend him as a consultant and feel confident in his abilities to serve as a guide in any optometric practice.” C. C. Byrd, OD If Apple understands they need to diversify their revenue, then the eye care industry better pay attention. Apple’s earnings posted this past week, and they reported over $38 billion dollars in iPhone revenue in the first quarter of 2018. Many expected their earnings to dip, but that wasn’t the case. Sales are stronger than ever. But there was something to notice in the Apple earnings report. Their services division (Apple’s App Store, AppleCare, Apple Pay, and more) saw revenue jump 31% to $9.2 billion.[i] Rumor has it that this is the most profitable division in the whole company. Amazing that a company as strong as Apple is ensuring their financial future ny making sure their alternative sources of income are growing and that they play a vital part in their overall bottom line. If Apple were to rest on the laurels of their iPhone sells, most would understand, but they are growing a second source of income to ensure their future. The eye care industry should take note. While frame sales are often king, many eye care providers are beefing up their services to prevent them from having a revenue moat. Providers are offering expanded services in Corneal Refractive Therapy (CRP), vision therapy, and pre- & post-Lasik surgical care. All too often, providers are limited to these areas: Optical Goods (including Eyeglasses, Contact Lenses, Sunglasses), Contact Lenses, & Nonprescription Eyeglasses & Sunglasses. With the online competition in these areas, providers can’t limit themselves to these revenue streams. However, expanding service offerings can be daunting. It requires a re-orientation of the provider’s focus, training the staff in services, and training the staff in the offering of services. Survival is what is at stake, however. Ask yourself: What services are you able to provide? What additional training does the provider need to better offer these services? What staff training is necessary for them to support that training? What procedures within the office are necessary to market these services? Asking these questions will cause a few headaches along the way, but implementing the answers may very well put you on the path towards greater revenue. ProSight Success would be glad to talk you through any of these questions. Just contact us. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon. However, your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. [i] https://www.msn.com/en-us/money/companies/apple-has-already-built-its-next-big-business/ar-AAwEcsX?ocid=spartanntp Did you know that many applicants lose the job before interviewing? Yep, many candidates don’t get the job even before they say a word. To help avoid this, let me tell you a secret from the employer’s perspective. First of all, interviews face to face cannot be replaced. They are essential to the hiring process. So, when I am looking for a new employee, I line up a day of interviews, and I schedule them about thirty minutes apart. But once they arrive, I let them wait. I want my staff to observe how they handle the down time. Do they read? Do they fidget? Are they glued to their cell phone? Are they observant of the office? Heck, do they pick their nose? I don’t know what they do, but my staff knows to watch. If I can get an extra moment to observe them before they notice me, I do the same thing. I watch. On many occasions, staff have spoken to me before the interview to tell me things they are concerned about. I’ve trained my staff to look out. If they notice that the interviewee is nervous, they tell me. If they are rude, they tell me. If they are fussing with someone on the phone, they tell me. All of this plays a part in the hiring decision. I know that qualified candidates have been passed over because of their waiting room demeanor. Qualifications are only part of the job. Social skills are another. My advice to you? Greet the staff courteously. They might be your fellow co-workers. Stay off your phone. You can post to Instagram later. “Please’s” and “thank you’s’” go a long way. Once you pass the waiting room portion of the interview, then you are ready to impress your future employer with your qualifications and other job-related essentials. Don’t let your waiting room demeanor keep you from getting the job that you worked so hard to get. These are the some of the skills and tips that you will learn in our HealthCare Pro Academy. Additional benefits for our members are: 1. 180-Day Personal & Professional Growth Plan 2. Guidance in Expanding Your Circle of Influence 3. Training on how to Increase Your Personal Income over a 180-Day Period 4. Creating a Personal Accountability Model to Keep You on Track And lots more. Our program costs $127 a month, and we will work with you for six months. Upon signing up, you will receive a survey to fill out about your background. Upon completion, email it back, and we will set up our first conference. We will talk online twice a month for 45 minutes, and you will also have access via phone and text throughout the month. Below you will find references, and don’t hesitate to call me directly if you have questions. I look forward to helping you grow in your career. You deserve it. Gordon Duncan 919-412-8161 HealthCare Pro Academy www.jgordonduncan.com www.prosightsuccess.com www.prosightworkbook.com Bio: Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has been in the eye industry since 1999 and is the author of the eight-book ProSight Success System. His book “Practice Progress” has charted #1 in 6 different countries. Gordon currently consults in the eye care, medical, as well as the manufacturing industry. Reference: “I’ve Known Gordon for seven years and have been thoroughly impressed by his work ethic, professionalism, and knowledge of the practice of Optometry. He’s helped me tackle overwhelming tasks by implementing procedure manuals and simplifying complex employee issues. I highly recommend him as a consultant and feel confident in his abilities to serve as a guide in any optometric practice.” C. C. Byrd, OD As more and more Billing & Coding graduates prepare to enter the workforce, the number one question I receive is, “What will help me get a job?” This question is usually followed by a discussion about the struggle between a large number of candidates and the small number of jobs. My response is always, “Mentorship”. Billing & Coding graduates who have been, or are presently being mentored, are hired more often and advance more quickly than graduates without guidance. That is why ProSight Success created the HealthCare Pro Academy. We want to mentor healthcare professionals like yourself to enable you to either gain a job, advance in your present job, or start a Coding & Business of your own. Some of the advantages our HealthCare Pro Academy members enjoy are: 1. 180-Day Personal & Professional Growth Plan 2. Guidance in Expanding Your Circle of Influence 3. Training on how to Increase Your Personal Income over a 180-Day Period 4. Creating a Personal Accountability Model to Keep You on Track And lots more. Our program costs $127 a month, and we will work with you for six months. Upon signing up, you will receive a survey to fill out about your background. Upon completion, email it back, and we will set up our first conference. We will talk online twice a month for 45 minutes, and you will also have access via phone and text throughout the month. Below you will find references, and don’t hesitate to call me directly if you have questions. I look forward to helping you grow in your career. You deserve it. Gordon Duncan 919-412-8161 HealthCare Pro Academy www.jgordonduncan.com www.prosightsuccess.com www.prosightworkbook.com Bio: Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has been in the eye industry since 1999 and is the author of the eight-book ProSight Success System. His book “Practice Progress” has charted #1 in 6 different countries. Gordon currently consults in the eye care, medical, as well as the manufacturing industry. Reference: “I’ve Known Gordon for seven years and have been thoroughly impressed by his work ethic, professionalism, and knowledge of the practice of Optometry. He’s helped me tackle overwhelming tasks by implementing procedure manuals and simplifying complex employee issues. I highly recommend him as a consultant and feel confident in his abilities to serve as a guide in any optometric practice.” C. C. Byrd, OD In light of insurance changes, my family recently visited a new optometrist/optometric franchise (Yes, even eye care consultants are beholden to their insurance companies). What I was excited about was the opportunity to meet some new doctors (don’t worry, I don’t solicit when I or my family is a patient), and to visit a well-known franchise in our area. In light of the, for most part positive, experience, I decided to write a review for your benefit. Here are the particulars: Kaiser Permanente Context: Northern Virginia Type of Practice: National franchise with 17 locations in our area alone. Number of Optometrists on Site: 4 Number of Exams Per Doctor Per Day: 36 Number of Staff on Site: 12 Particular Appointment: Comprehensive Eye Exam for a Teenager From those statistics, you can see this a big operation and a large individual practice. Surprisingly, with this kind of presence, I didn’t have a much of a feel for their reputation as I couldn’t find many people who had worked with them or been their patient. When I called them for an exam, they offered me one slot for the next day (apparently from a cancelation), but other than that, they were four days out for the available slot. We took a mid-AM appointment on a Friday. Aside from the perfunctory insurance questions, they didn’t ask anything else, nor did they request we get there before the appointment for paperwork. We arrived 15 minutes ahead of time just to be safe, and their sparse waiting room was starting to fill. The check-in process was incredibly easy. Since we had a few minutes, we began looking for glasses for my daughter and for a pair for me as well (since I already had a script). The optician was great and interacted with my daughter well. She asked great questions, but over and over again, there was a problem. Their frame selection was incredibly limited, especially for minors. The doctor had 38 years experience and explained things well. I asked about his schooling and background, and he stated that he loved the industry and couldn’t imagine not working – good to hear. The office began to fill and fill, which makes sense with that many appointments, so resolving our appointment was a problem. Ultimately, from check-in to check-out, we spent around two hours in the office. I wound up buying a pair of frames, and they told me I could expect 5-6 business days before they were ready. All in all, … The Pros: Check-in was painless. Friendly doctor and staff. Cons: Limited frame selection and overcrowded office. If you are part of a franchise or large office, these pros are essential and those cons can be deadly. If you are an independent practitioner, then this is what you are up against. Whichever you are, ask yourself these questions: Do you know who you are as a practice? Do you take advantage of your identity? Are there immediate areas you need address? ProSight Success would be glad to talk you through any of these questions. Just contact us. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon. However, your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. Don’t allow your success to make you lazy. The time to grow bigger is when you are growing. See interest in your business as the time to press forward into the next phase. This past week, my family and I traveled to our hometown, and we visited one of our favorite restaurants. This small Thai restaurant doesn’t have great service, but we love the food so much, we always try to visit when we can. On this sunny Saturday, the place was packed both inside and outside. When we walked in, the hostess asked, “How many in your party?” I answered, “6”. She said, “I’m sorry. We don’t have any room right now. Can you come back later?” I quickly noticed that there was a table for 4 and a table 2 near each other, so I asked her if she could push those two together to make room for us. She seemed perplexed, stating again that there was no room for us. I asked again politely, and she agreed. We ate our lunch, had a great time, and left full of our favorite Thai food. As we left, I was shocked. I reflected on the situation as both a customer and a consultant. Why in the world would she want to turn us away? This isn’t a 5 Star restaurant trying to create the mystique of always being full. This is a family owned restaurant that needs to care for every person walking through the door. Sending us away, without at least offering us a wait time, only tempts us to go somewhere else each time we come into town. My impression was that they were comfortable with being busy and weren’t looking to do much more. Don’t fall into this trap. Your business and practice can never grow complacent with success. If your schedule is full two weeks out, figure out how to decrease that time or figure out how to see more patients. If your customers have to wait to be seen, employ more staff. If your space is full, look into a bigger space or a second location. Whatever you do, don’t become overly content. If you are growing, lean into the growth because if you don’t, that growth may very well begin to slow and perhaps even go away. Business growth is a blessing. Honor that blessing by looking to care for your customers well and enabling even more to show as your establishment gains a good reputation. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon. However, your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. Most of the world paid attention when… Two black men walked into a Starbucks in downtown Philadelphia on Thursday afternoon and sat down. Officials said they had asked to use the restroom but because they had not bought anything, an employee refused the request. They were eventually asked to leave, and when they declined, an employee called the police.[1] As much attention as that incident garnered, the whole world stood up when Starbucks announced that they were closing 8,000 stores for racial-bias training. Now, Starbucks is not some backwoods corporation with no awareness of cultural sensitivities. Their values and their reputation has been and is about treating every single person as equally as possible. What happened in Philadelphia shouldn’t have happened. Starbucks has already done everything that can be done to make sure that doesn’t happen. You can imagine how awful this moment was for those two men, and arresting these two young men for using their restrooms was not the identity Starbucks had fought for. So, what Starbucks going to do about it? Well, Starbucks is going to sacrifice millions of dollars by closing their stores to make sure both their identity and their values are secure. [2] Every business in America should pay attention. Whether you feel as if you company already has a healthy culture established or whether you don’t think things like racial-bias training are important, it would be wise to pay attention. Starbucks is big enough to call this an isolated incident by a rogue employee. They could point to their prior training. They could cite their track record. And while all of those three above are true, Starbucks is willing to shut it all down to make sure all of their employees get it right. So, for your business. Consider these lessons: If Starbucks can have a rogue employee, you can too. All manner of prior training isn’t enough. Your track record goes out the window when something happens. You many not need to shut down your doors, but every smart business in this day and age needs to have a plan. What’s yours? Ask these questions about your business. Do you have a written anti-bias statement? Have you, and do you train your staff in these areas? How do you communicate these things to your customers/patients? No matter where you are in the spectrum of these issues, learn from Starbucks’ mistakes and their corrections to better protect your practice and your customers. Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. ProSight Success has several tools to help you with all of this. Your best value is the full 7 Step, 7 Book ProSight Success System. We offer it in 3 formats: Digital ProSight Success System Paperback ProSight Success System And our best value: the ProSight Success Workbook that includes a digital copy and a free hour of consulting. Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at [email protected]. No matter what, don’t surrender your ground in the eye care industry. You have so much to offer. [1] https://www.nytimes.com/2018/04/15/us/starbucks-philadelphia-black-men-arrest.html [2] https://www.nytimes.com/2018/04/17/business/starbucks-arrests-racial-bias.html |
Gordon DuncanGordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has taught in the public school system, lobbied for school's accreditation, managed eye clinics, led sales' teams, and also publishes books on theology, church, and culture. Archives
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