webinar

Staffing & CultureYour Billing Company’s Secret SaucePresented by Laurie Morgan August 23, 2016

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Agenda

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Agenda

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• Welcome & Introductions • Staffing & Culture• How Kareo Can Help• Your Questions

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Connect via Social

Connect with us via social media

How to connect:

1) Follow @GoKareo on Twitter2) Follow @LeaChatham on Twitter3) Follow @CapkoandMorgan on Twitter

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linkedin.com/company/kareo

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Speaker

Laurie Morgan, MBA• Senior consultant & Partner at Capko &

Morgan• Has managed start-ups and large scale

operations• Focused on medical practice

management for five years• Expert in driving and capturing

revenue and operating more efficiently• MBA from Stanford University

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Agenda

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Agenda

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• Welcome & Introductions • Staffing & Culture• How Kareo Can Help• Your Questions

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Today’s talk

• Why culture fuels growth – and makes your life easier• Great employees: start at the beginning• How managers can help make employees great• Management mistakes that derail engagement• Learning: good for you, good for employees

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Corporate Culture: What the Heck Is It?

Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

-- Inc magazine’s Encyclopedia of Business Terms

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• Culture helps define brand• Culture creates loyalty and teamwork• Culture makes recruiting easier• Culture makes managing easier!• But over time, culture can make change harder

Why Culture Matters

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Academic Practice: Cultural Change is Hard

• Practice faced:- Cost overruns and overstaffing- Very low productivity versus benchmarks- Physicians agreeing to change, but not changing

• Challenges:- What happens after the meeting?- “We’ve always done it this way”- Looking over the shoulder: why should I sacrifice?- No one wants to be the “chump” who gives up first- Is the need for change really understood?

• These obstacles have derailed many companies, mergers

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Culture Grows Organically

• Influence it with:- Values and mission- Management style- Day-to-day decision-making- Employees you hire

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Hire Slow, Fire Fast

• Your first employee is 50% of your staff• In a small organization, every employee will always matter… a lot!• A great employee elevates your entire team• A bad fit, conversely, brings everyone down

“You absolutely must have the discipline not to hire until you find the right people.”

-- Jim Collins

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Prioritizing Hiring Goals

• Fit versus credentials• How important is longevity?

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Behind and Beyond the Resume

• Does the pattern show qualities you care about – perhaps: - Resourcefulness- Customer service- Continuous learning

• Get prospects talking in interviews- What attracted you to this position?- What do you look for in a boss?- How would your coworkers describe you?- Tell me how you plan out your day - How would you handle this difficult client management situation?

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Employees and Marketing

“Marketing is the whole business seen from the point of view of its final result, that is, from the customer’s point of view. Concern and responsibility for marketing must therefore permeate all areas of the enterprise.”

-- Peter Drucker

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Employees and Your Business Growth

• Employees are your product• Employees are your brand• Employees are your path to productivity

“One customer well taken-care-of could be more valuable than $10,000 worth of advertising.”

-- Jim Rohn

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Why Do Practices Outsource?

• Save money• Avoid risk• Can’t support billing on their own• Improve their results• Gain knowledge they don’t have

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Why Switch to a Service – or Switch Services?

Source: MedData Point/Capko & Morgan July, 2016

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The Path to Productivity: High Points (1900-today)

Taylor: Specialization

Ford:Importance of

stable workforce

Follett: Knowledge

earns authority

Hawthorne: Management

attention matters

Theory X and Theory Y

Japanese management:

Employees drive

improvements

Era of employee

engagement: culture

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Gallup Study: Employee Engagement

• Gallup has studied employee engagement since 2000• Engaged employees are “involved in and enthusiastic about their

work and workplace”• Less than 1/3 of employees are engaged

- “Majority are indifferent, sleepwalking through their day without regard for their performance or their organization’s”

- “Growth and innovation are at risk”

• About 70% of the variance in engagement is due to management- One in two Americans has left a job to escape their manager

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Fostering Engagement

• Gallup: Three key behaviors- Communicating richly- Clearly defining performance goals- Focus on strengths instead of weaknesses

• Notice that it’s not all about money… or even mostly• Employees crave:

- Meaningful recognition- Sense of ownership- Trust, openness, fairness

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Culture, engagement killers

• Not giving credit• Ignoring problems• Micromanaging• Blame game• Nepotism

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Learning is Crucial

• Change is near-constant• Customers will rely on you to know what’s what• Employees want to build their skills

“The only thing worse than training employees and having them leave is not training them and having them stay.”

-- Henry Ford

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Closing Inspiration

“People work for money, but go the extra mile for recognition, praise, and rewards.” – Dale Carnegie

“You don’t build a business, you build people, then people build the business.” -- Zig Ziglar

“Accept the fact that we have to treat almost anybody as a volunteer.” – Peter Drucker

And from yours truly:

“Management is a discipline, a skill you can build. It’s okay to be a beginner – everyone starts as one. The key is to commit to learning.”

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Agenda

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Agenda

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• Welcome & Introductions • Staffing & Culture• How Kareo Can Help• Your Questions

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Awards and Rankings

Growth awards The speed at which

medical practices are moving to Kareo and referring it to other

providers.

Best places to work Happy, engaged

employees stay longer, have more experience and

offer better customer service

Analyst reviews 3rd party recognition,

driven by direct customer feedback,

equals trust and credibility

Kareo Confidential 2626

May Launch of a New Kareo Platform

Web and Mobile Integrated Modules (Products)

Best-in-Class Technology and Value Delivered Through Your Brand

Kareo BillCo Edition (2.0)

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Practice and Billing Company Access

Practice Platform AccessEasy, Integrated, Flexible

Billing Company AccessMedical Billing Experts

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Enabling Your Success with Kareo• Kareo Connect Program (Formerly Medical Billing Partner

Program (MBPP)

• Partner Resource Center & Co-branded Collateral • Client Friendly Product Microsite • Referral Program

• Sales and Educational Tools• Dedicated Training, Onboarding, and Support

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Agenda

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Agenda

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• Welcome & Introductions• Technology + People =

Profit• How Kareo Can Help• Your Questions

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How to Participate Today…

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-- Questions After the Webinar --

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