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All Posts Tagged: practice management

Staying Productive Through the Pandemic

Strategies to Keep You Busy During the Downtime

As I draft this note from the confined comforts of my home, due to our state suggested “stay at home order,” I am reminded of all of the things that we at MedResults Network are working on that simply would not otherwise be accomplished in a “normal” course of business. Now is the time to shore up your business and complete those things that you never had time to focus on because of a busy clinic. This week, which we are finding is long overdue, we are reviewing vendor partner contracts, starting to clean and update our databases as well as go through our digital marketing programs that appear to be somewhat outdated. If your facility is closed and you have staff “working” from home, you have an opportunity to remain very productive! Here are some points outlining what we might advise practices to focus on during their “down-time”:
Patient Communication:
  • How will you communicate with patients while you’re closed?
  • Find ways to stay “front-of-mind” so that patients will return to your business once you re-open (Example: Routine texts about products/services/appointments or even a weekly newsletter discussing at-home aesthetic routines or ways to make your treatments last).
  • Virtual consults—Is telemedicine an option for your practice? If so, set up virtual consults and/or appointments (perhaps for strictly aesthetic practices, this means creating a line for communicating about skin issues or skincare regimens).
Analyzing Your Cost Structure – NOW more than ever we all need to be optimized:
  • Medical surgical supplies: Go to your distributor portal and download a 12-month usage report. Send us your usage report for analysis so you understand what you spent last year and where you could reduce costs.
  • Merchant processing: Get your last two months of statements from 2019. Send us your statements for analysis so you understand whether you’re paying any hidden fees and how to get rid of them to reduce costs.
  • Professional liability insurance: Get your policy and declarations together. Send us your policy and declarations for review so you understand your exposure and whether you’re fully covered for the services you provide.
  • Finally, get an understanding of the loyalty programs you participate in so you can understand how/where you can maximize your savings through those programs.
  • Review your office lease(s)
  • Look at your staffing model to determine optimization

Marketing:

Setting Up New Processes:

  • Front desk/check in protocols (this may change drastically in terms of hygiene)
  • Front desk phone communication
  • Front desk to consult hand-off
  • Consult to treatment hand-off (are there opportunities to upsell at the front desk and convert at the time of treatment?)
  • Are your manuals up-to-date and does your staff understand your policies!? Visit CEDR HR Solutions for up-to-date information on state-specific and legal regulations that you may need to know!

Training and Education!

  • Now is the time to provide online training through ZOOM and/or affiliates to staff!  Brush up on P&Ps, consult to conversion, sales, etc.
  • Access clinical, business, and financial training wherever you can get it—fill your days with knowledge
  • Create an account to access unlimited free trainings from last years GVAS 2019 event!
  • Access free webinars from our own MedResults webinar archives

Business Analysis:

  • Product/service mix: What products or services produce the best ROI?
  • What products or services are in the highest demand at your practice?
  • Who’s your target demographic and are you serving them (or even communicating with them)?

Plans for Re-Opening:

  • Will you be ready to open your doors in May? June?
  • Rehiring plan
  • Inventory plan
  • Communication plan
  • Budget!
These are only a few ideas that made our “short list”, but there are hundreds of other ways that you can continue to remain productive and improve your business in the process. If you’re doing anything unique in your business, whether you remain open or you’re working from home, please share your story and we’ll share it with our other members!
Jeff Routledge, President & CEO of MedResults, LLC
Jamie (Parrott) Adkins, Vice President & COO of MedResults, LLC
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20 Tips for 2020

20 Tips to Make 2020 Your Best Year Yet!

2020 is Here. 

Is your mission defined and strategy outlined so that on December 31st you can honestly look back proudly and say, “In 2020 we did our very best!”? 

Make it your mission to build value in your practice every day to give prospects reasons to choose you over the competition and current clients to fall in love with you all over again. Here are 20 for 2020. 

  1. Brainstorm for the best ideas. Meet with your staff to set your top goals for 2020 and post them. Incorporate your staff’s personal and professional and practice goals.
  2. Assess last year. Start with a 2019 SWOT analysis (Strengths/Weaknesses/Opportunities/Threats) to determine where business is in comparison to your strategic plan established last year.
  3. Develop a promotional/marketing budget. Your SWOT analysis can determine how well your marketing performed and how well you stuck to the budget last year. Stick to this year’s budget.
  4. Assess last week. Ongoing monitoring is vital to staying healthy. Take stock regularly so you can adjust the course quickly. 
  5. Increase productivity. Put the 80/20 rule to work, focusing on the 20% that generates 80% of the revenue. 
  6. Map out monthly marketing that reconnects. Follow up with — or woo back — inactive clients via calls, postcards and emails with promotions customized to them. 
  7. Research trends. Educate and train your staff so they can educate your clients. Incorporate how your practice responds to trends in emails, SM and blogs.
  8. Establish yourself as your market expert. Amplify your About Us story online. Start with your purpose, show your expertise and how you serve needs like no one else in your market. 
  9. Polish SM strategy: Level up your SM game with new video clips of your best brand ambassadors – your dedicated employees and delighted clients. 
  10. Grow the future. Incentivize clients (and get buy-in) on new procedures to buy ahead of time with surveys and special pre-launch promotions.
  11. Rebook before they leave. Set new goals that will increase your rebooking percentages. School your front desk to make rebooking an assumption not a question. 
  12. Fix what does not work. If your staff has regularly alerted you to some feature of the practice that causes problems, confuses clients, or derails sales, don’t wait. Stop it now.
  13.  Express gratitude. Find ways to regularly thank your clients from simple thank you notes to VIP events that celebrate them.
  14. Build your rewards program. Regular touch-ups on procedures like XEOMIN® or Ultherapy® build repeat business. Rewards ensure clients aren’t lured away by specials offered somewhere else.
  15. Partner with your clients. Find new clients by developing incentive programs for clients to benefit from and pass on their positive recommendations. 
  16. Express gratitude. To your staff. Your employees have many workplace options. Offer them something of significance to make them feel special and valued.  
  17. Give employees a voice. Front desk staff interact with clients daily on the phone, online and face-to-face, and can offer you unique insights to improve.
  18. Give clients a voice. Offer a mechanism for client feedback, which can be invaluable to strengthen your practice. Encourage positive experience reviews online.
  19. Retain your team. Train your staff to gain new skills, advance their career and become a high-functioning, experienced, efficient and effective team.
  20. Rally your team partners. Partner with your KAM! Utilize the tools MERZ provides to help you succeed. We are your teammates, vested in your success. Use us.

Don’t forget to check out our recorded educational webinar, “20 Tips for 2020” with Linley Law of Merz Aesthetics HERE.

Original article contributed by Linley Law, Key Account Manager for the Southeast Region of Merz Aesthetics, a valued MRN Partner for over a decade. For more information about the KAM Program or Merz Aesthetics products and devices, you can schedule a phone consultation with Linley at Linley.law@merz.com.

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Work Like a Dog Day

5 Tips to Reduce the Work of an Aesthetic Provider!

In honor of national “Work Like a Dog Day” (yes, that’s a thing) we decided it would be helpful to outline five simple ways to make your day easier so that you DON’T HAVE TO work like a dog (although we love to honor our hardest workers)!  Everyone knows that in an aesthetic practice, whether you’re a very large or small practice, most employees wear many hats.  As multi-tasking is common procedure for the typical aesthetic business, below are five simple ways to alleviate yourself or your staff today, tomorrow, and hopefully every day in the future.

  • Prioritize your tasks. Define what’s most important for you to accomplish and DO IT FIRST.  So often we spend the first part of our day, which should be the most productive, on remedial tasks that are easy to complete, but don’t add value to the business.  These tasks may make us feel like we’ve accomplished something worthwhile when in reality, the most critical tasks are left undone.
  • Don’t take short cuts…short cuts are never shorter. Temptation in the typical aesthetic practice may include skipping documentation & proper charting, selling a cosmetic Rx without a prescription, or sending patient information through a mobile phone or unsecured system.  All of these choices may save a little time, but could eventually affect the health of a patient, your HIPAA compliance, or your overall compliance with a state board and/or state and federal regulations…all of which, will take up more time to resolve in the future.
  • Delegate the tasks that others can do just as well (if not better). I’ve been to a number of aesthetic practices where I’ve met a physician with an outstanding team only to find out that the physician prefers to manage most aspects of the practice alone.  Managing ‘marketing, purchasing, and scheduling’ is not a one-person job—nor should the key providers in a practice be doing ALL of this independently.  Save yourself the time and delegate.  You’ll free up your time for high-revenue treatments which makes you not only more efficient, but more profitable!
  • Lean on groups (of similar practices) for help & advice. This doesn’t mean I expect you to become best friends with your competitor down the street.  Find a buying group, an educational network, or association to keep you up to date with current treatments, best practices and cost-savings.  Buying groups and GPOs (like MedResults Network) take the headache out of purchasing by negotiating for benefits on products and services so you don’t have to.  Organizations like ASPS, ASAPS, ADAM, etc. offer networking and educational opportunities that you can use in your practice to improve process efficiencies.
  • USE YOUR NETWORKS. Did you read number 4?  The most common mistake I see aesthetic practices make daily, is when they sign up for a buying group or trade organization and they NEVER use the benefits available to them!  Think how much time you could save by using forums to find answers to your questions, by relying on a buying group to help you secure your cost-savings from a wide range of vendors and by attending educational conferences to improve your performance.

This all sounds like added work, but by incorporating each of these steps into your daily/monthly routine (and mindset), you’ll save time and money AND you’ll be operating ethically, legally, and more profitably.

Jamie Parrott, MBA, Vice President & COO, MedResults Network

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Patients Without Patience

I recently read a very brief, but profound article on what would happen if patients billed physicians for the time they spent WAITING at the doctor’s office. While this initially sounded absurd, the statistics about how long the average patient waits for treatment, not to mention the time they spend traveling, truly shocked me. While these statistics were generally based around ambulatory care and non-aesthetic practices, I’m certain that this happens in every type of medical practice, aesthetic or otherwise.

While some medical spas are equipped to have patients wait in a comfortable lounge or secluded reception area (which takes the ‘sting’ off of waiting), the vast majority of aesthetic medical practices still require patients to wait along with those present for reimbursable consultations & treatments. While a patient may be satisfied with your care and/or the results of their treatments, the overall “waiting process” may be enough to make them consider a competitor…especially since aesthetic treatments are ‘out of pocket’ expenses.

Read this insightful article by Stewart Gandolff called “What if Patients Billed Doctors for Time Waiting to Be Seen?” I think you might look at the overall patient experience a little differently.

http://www.healthcaresuccess.com/blog/medical-marketing-advertising/what-if-patients-billed-doctors-for-waiting-to-be-seen.html

Jamie Parrott, President

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