MDC Matrix Training

MATRIX Your Practice Navigation System:

MATRIX Your Practice Navigation System

Why use the Matrix:

Why use the Matrix Current Lensgraf Medical tracking system Managing 1.6 million/month Perception is the MATRIX was developed after LC achieved success in reality the MATRIX developed our success. MDC wide 15+ million/month tracking system Trust PROVEN system to navigate your practice Efficiently monitor your practice Take instant solution oriented ACTION

Duplicate the Elite :

Duplicate the Elite Review accurate clinic stats daily (3 min a day) Immediately respond to opportunities Implement decisive solutions Hold staff accountable Establish “Practice Success Normalcy” Develop a confidence in KNOWING what is going on in your practice.

Slide 4:

Use the Matrix and develop

Slide 5:

Peaceful Confidence

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability Repeat profitable positioning “can you do it again?”

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability Repeat profitable positioning “can you do it again?” Navigate to avoid previous down trends

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability Repeat profitable positioning “can you do it again?” Navigate to avoid previous down trends Recognize areas of opportunity

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability Repeat profitable positioning “can you do it again?” Navigate to avoid previous down trends Recognize areas of opportunity Immediate response (MICRO manage)

Why use the MATRIX:

Why use the MATRIX Manage and sustain profitability Repeat profitable positioning “can you do it again?” Navigate to avoid previous down trends Recognize areas of opportunity Immediate response (MICRO manage) Develop leaders within your staff

Your Time is Valuable:

Your Time is Valuable Your job is to use your practice MATRIX information Your energy should be devoted to management (navigation) Incorrect assumption is completing excel and graphs are the job… 3 minutes isolate and attack

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments Scheduled and kept new patients

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments Scheduled and kept new patients Conversion (starts) (Final Reports)

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments Scheduled and kept new patients Conversion (starts) (Final Reports) Facets scheduled and kept

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments Scheduled and kept new patients Conversion (starts) (Final Reports) Facets scheduled and kept DME ordered and fit

MATRIX recipe:

MATRIX recipe New patient calls and scheduled appointments Scheduled and kept new patients Conversion (starts) (Final Reports) Facets scheduled and kept DME ordered and fit PI

What is your MATRIX recipe?:

What is your MATRIX recipe? Main ingredients are standard Areas of concern should be placed and tracked PNS Stem trials MUA Whatever your focus

Practice MATRIX examples:

Practice MATRIX examples

Slide 27:

JB’s Attorney Referral Program

MATRIX Area 1:

MATRIX Area 1 Daily Calls

MATRIX Area 1:

MATRIX Area 1 Daily Calls Daily New Patient Scheduled

MATRIX Area 1:

MATRIX Area 1 Daily Calls Daily New Patient Scheduled Unique New Patient calls

MATRIX Area 1:

MATRIX Area 1 Daily Calls Daily New Patient Scheduled Unique New Patient calls Percentage Scheduled

MATRIX Area 1:

MATRIX Area 1 Daily Calls Daily New Patient Scheduled Unique New Patient calls Percentage Scheduled MTD Results

MATRIX Area 1:

MATRIX Area 1 Daily Calls Daily New Patient Scheduled Unique New Patient calls Percentage Scheduled MTD Results Acceptable results

How to use the MATRIX:

How to use the MATRIX First area of concern

How to use the MATRIX:

How to use the MATRIX First area of concern Manage unique calls Profits are hidden here!

Unique Calls:

Unique Calls Potential new patient called 18X’s Is the new patient caller: Crazy Nuts Mental How many others GAVE UP?

Who would call 18 times:

Who would call 18 times

Who would call 18 times:

Who would call 18 times SOMEONE THAT WANTS AN APPOINTMENT

Who would call 18 times:

Who would call 18 times Really

Who would call 18 times:

Who would call 18 times Seriously

Who would call 18 times:

Who would call 18 times I’m just saying

Unique Calls Diagnosis:

Unique Calls Diagnosis Phone lines are tied up

Unique Calls Diagnosis:

Unique Calls Diagnosis Phone lines are tied up Too long on call

Unique Calls Diagnosis:

Unique Calls Diagnosis Phone lines are tied up Too long on call Not enough Coordinators

Unique Calls Diagnosis:

Unique Calls Diagnosis Phone lines are tied up Too long on call Not enough Coordinators Need additional phone lines

Unique Calls Diagnosis:

Unique Calls Diagnosis Phone lines are tied up Too long on call Not enough Coordinators Need additional phone lines NPC doing other jobs and not primary focused on NP calls

Why is this important?:

Why is this important? The LC Practice Matrix tells us we collect $1846 per new patient so how many new patients could we have scheduled and seen out of 89 call backs?

Why is this important?:

Why is this important? The LC Practice Matrix tells us we collect $1846 per new patient so how many new patients could we have scheduled and seen out of 89 call backs? What do you think is going on behind the scenes in your practice?

Why is this important?:

Why is this important? The LC Practice Matrix tells us we collect $1846 per new patient so how many new patients could we have scheduled and seen out of 89 call backs? What do you think is going on behind the scenes in your practice? Can you envision the NPC pouring buckets of unrealized cash down the drain.

Greatest Loss in Business History:

Greatest Loss in Business History If someone stole your wallet or broke into your office it’s easy to recognize “you’ve been robbed!”

Greatest Loss in Business History:

Greatest Loss in Business History If someone stole your wallet or broke into your office it is easy to recognize “you’ve been robbed!” If you don’t know you’re being robbed. How can you stop it?

Greatest Loss in Business History:

Greatest Loss in Business History If someone stole your wallet or broke into your office it’s easy to recognize “you’ve been robbed!” If you don’t know you’re being robbed. How can you stop it? Unrealized lost revenue is the greatest threat to our business model.

Greatest Loss in Business History:

Greatest Loss in Business History To recoup lost revenue and avoid future problems you must first be able to identify your opportunities and implement decisive corrective action. The MATRIX will highlight opportunities in your practice so you can recognize areas of opportunity.

Miss just 2 calls a day:

Miss just 2 calls a day Lets go through the MATRIX information and you’ll realize the true value or lost revenue. We will create an immediate sense of urgency! Lost revenue would fund your kids college or buy a new house or a nice yacht…

Two calls a day:

Two calls a day MATRIX FACTS Collections per new patient = 1847/NPKA Call Schedule percentage = 50% New Patient Show up rate = 50%

Two calls a day:

Two calls a day 2 missed calls per day X 31 days = 62 missed calls 50% Scheduled = 31 NP appointments 50% show up rate = 16 NPKA 16 NPKA X $1847.00 = $29,552.00 per month in unrealized income. Annual = $354,624.00

How to use the MATRIX:

How to use the MATRIX Areas of concern Look for trends What’s this? 235% increase in calls… wass up How’d that happen? How can we make that happen every FRIDAY?

How to use the MATRIX:

How to use the MATRIX LC began a new Friday schedule We have been Monday through Thursday forever. This was a successful test. To see our monthly buys go to marketing on your new website profile page and click LC buy

MATRIX area 2:

MATRIX area 2 Scheduled and Kept

MATRIX area 2:

MATRIX area 2 Scheduled and Kept Do you see opportunities?

MATRIX area 2:

MATRIX area 2 Scheduled and Kept Do you see opportunities? Kept % on Thursday 28%

MATRIX area 2:

MATRIX area 2 Scheduled and Kept Do you see opportunities? Kept % on Thursday 28% On the day of the event you would have taken the following steps to affirm compliance and assure micro management back to acceptability.

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following:

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting Assess any changes in Marketing buy

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting Assess any changes in Marketing buy Meeting to review downward trend in acceptability with NPC

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting Assess any changes in Marketing buy Meeting to review downward trend in acceptability with NPC Set recourse and follow up meeting next business day.

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting Assess any changes in Marketing buy Meeting to review downward trend in acceptability with NPC Set recourse and follow up meeting next business day. Verify Clinic schedule has not changed

MATRIX area 2 (action steps):

MATRIX area 2 (action steps) Reaffirm the following: Proper scripting on Synergy shopper calls Review call logs for quality control Review reminder call scripting Assess any changes in Marketing buy Meeting to review downward trend in acceptability with NPC Set recourse and follow up meeting next business day. Verify Clinic schedule has not changed Affirm righting of the ship and a return to compliance.

MATRIX Area 3:

MATRIX Area 3 NPKA conversions NPKA and # of FR or starts

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities?

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here First impression can’t be correct…

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here First impression can’t be correct… Surely not accurate!

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here First impression can’t be correct… Surely not accurate! Trust but verify…

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here First impression can’t be correct… Surely not accurate! Trust but verify… This is provider responsibility

MATRIX Area 3:

MATRIX Area 3 Do you see opportunities? Duh… wass up here First impression can’t be correct… Surely not accurate! Trust but verify… This is provider responsibility If this is accurate do the following:

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts Verify quality of care given

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts Verify quality of care given Assess providers compliance and concern to return to acceptable standard of care.

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts Verify quality of care given Assess providers compliance and concern to return to acceptable standard of care. Scheduling error

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts Verify quality of care given Assess providers compliance and concern to return to acceptable standard of care. Scheduling error Provider sick

MATRIX Area 3:

MATRIX Area 3 Corrective action steps: Review all 24 charts Verify quality of care given Assess providers compliance and concern to return to acceptable standard of care. Scheduling error Provider sick Whatever the reason correct and fix. Set guidelines in place to prevent and stop from ever happening again.

MATRIX Area 3:

MATRIX Area 3 Relax, new patient log was not up to date.

MATRIX Area 3:

MATRIX Area 3 Relax, new patient log was not up to date. Actual number was 15

MATRIX Area 3:

MATRIX Area 3 Relax, new patient log was not up to date. Actual number was 15 Updates MTD conversion to77%

MATRIX Area 3:

MATRIX Area 3 Relax, new patient log was not up to date. Actual number was 15 Updates MTD conversion to77% Whew!

MATRIX Area 3:

MATRIX Area 3 Relax, new patient log was not up to date. Actual number was 15 Updates MTD conversion to77% Whew! Good news the staff and providers know I’m always following up and I set a precedent for future compliance.

MATRIX Area 4:

MATRIX Area 4 Procedures scheduled

MATRIX Area 4:

MATRIX Area 4 Procedures scheduled Kept Procedures Acceptable Level = 73%

MATRIX Area 4:

MATRIX Area 4 Do you see Opportunities?

MATRIX Area 4:

MATRIX Area 4 Do you see Opportunities?

MATRIX Area 4:

MATRIX Area 4 Do you see Opportunities? First reaction…not accurate reporting from staff. This proved incorrect. Actual numbers within acceptable limits. But lets assume they are accurate…do the following steps:

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy Review appointment reminder scripting at front desk

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy Review appointment reminder scripting at front desk Review provider notes from previous procedure

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy Review appointment reminder scripting at front desk Review provider notes from previous procedure Was there a provider change

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy Review appointment reminder scripting at front desk Review provider notes from previous procedure Was there a provider change Staff report complaints from patients of painful injections?

MATRIX Area 4:

MATRIX Area 4 Affirm stat accuracy Review appointment reminder scripting at front desk Review provider notes from previous procedure Was there a provider change Staff report complaints from patients of painful injections? Verify providers are following oversight medication guidelines

MATRIX Area 5:

MATRIX Area 5 DME represents 20+ % of profitability Braces Ordered

MATRIX Area 5:

MATRIX Area 5 DME represents 20+ % of profitability Braces Ordered Braces Fitted

MATRIX Area 5:

MATRIX Area 5 DME represents 20+ % of profitability Braces Ordered Braces Fitted Tens Units ordered

MATRIX Area 5:

MATRIX Area 5 DME represents 20+ % of profitability Braces Ordered Braces Fitted Tens Units ordered Tens units fitted Cervical Brace ordered

MATRIX Area 5:

MATRIX Area 5 Notice any DME opportunities

MATRIX Area 5:

MATRIX Area 5 Notice any DME opportunities Stat cannot be accurate?

MATRIX Area 5:

MATRIX Area 5 Notice any DME opportunities Stat cannot be accurate? Employee is behind in fitting braces

MATRIX Area 5:

MATRIX Area 5 Notice any DME opportunities Stat cannot be accurate? Employee is behind in fitting braces Excuses are not tolerated.

MATRIX Area 5:

MATRIX Area 5 Notice any DME opportunities Stat cannot be accurate? Employee is behind in fitting braces Excuses are not tolerated. Either follow the doctors orders or find another employee that will.

MATRIX Area 5:

MATRIX Area 5 What went wrong

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance.

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance. Meeting with Associate and employee

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance. Meeting with Associate and employee Compliance plan activated.

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance. Meeting with Associate and employee Compliance plan activated. Simple follow the doctors orders and have them all fitted by Friday.

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance. Meeting with Associate and employee Compliance plan activated. Simple follow the doctors orders and have them all fitted by Friday. Set follow up meeting Monday to assess successful results.

MATRIX Area 5:

MATRIX Area 5 What went wrong Associate responsible for DME follow up unsuccessful at bringing employee to compliance. Meeting with Associate and employee Compliance plan activated. Simple follow the doctors orders and have them all fitted by Friday. Set follow up meeting Monday to assess successful results. Set daily monitoring and reporting from associate to protect his position and the practice business.

Practice MATRIX review:

Practice MATRIX review Your MATRIX plots your practice position on the map. Good or bad doesn’t really matter. If you are lost you must first find out where you are in order to navigate to where you want to be. Your practice MATRIX will direct your efforts and you will achieve your goals.