Valora Gurganious, MBA, CHBC, Partner, Senior Management Consultant will discuss: -The importance of an enhanced patient experience and how it affects all aspects of your business such as your collections rate and patient retention -How adopting technology can help you see more patients daily without the administrative burden -The areas of your current workflow that can be enhanced to build and maintain positive relationships with your patients

1. Presented By:
Valora Smith Gurganious, MBA CHBC
Partner & Senior Management Consultant
DoctorsManagement, LLC
How to Build a 5-Star Practice
with a Patient-Centered
Approach

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3. • Welcome & Introductions
• How Practices Attract Patients in the
New Digital World
• How Technology Can Improve the Patient
Experience
• How Providers Deliver More
Personalized Care Using Technology
• How Technology Can Boost Efficiency,
Profitability and Patient Satisfaction
• How Kareo Can Help
• Q&A

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6. Valora Smith Gurganious, MBA, CHBC
Partner & Senior Management Consultant
DoctorsManagement, LLC
• 12 years of Practice Management and Consulting Experience
• 8 years of Investment Management Experience
• Past Vice-Chair of a multiple-campus not-for-profit Health System Foundation
• MBA – Harvard Business School
• BA – Vanderbilt University
• Certified Healthcare Business Consultant (NSCHBC)
• Board of Directors – National Society of Healthcare Business Consultants
• Lean Six Sigma “Champion”

7. Practice Startup
Operations Improvements
Practice Growth & Transition
Billing & Coding Audits
Tax Planning & Preparation
Value Calculation
Regulatory
OSHA, HIPAA, & CLIA
HR Management
Compliance Solutions
Strategic Consulting
Financial Solutions
DoctorsManagement, LLC
DoctorsManagement simplifies the business of
medicine so that you can focus on caring for
patients and controlling the future of your
business.

8. Building a 5-Star Practice with a
Patient-Centered Approach
Using Technology to Improve
Patient Engagement and Practice Efficiency

9. Building a 5-Star Patient-Centered Practice
Technology is impacting EVERY aspect of healthcare continuum, including
helping practices to:
• attract more patients
• improve the patient experience
• deliver more personalized care
• engage with patients outside of the office
• boost practice efficiency and profitability
This Photo by Unknown Author is licensed under CC BY-SA

10. How Practices Attract Patients
In the New Digital World

11. How Do Patients Find Their Doctors?
Previously, patients talked with friends, co-
workers or neighbors.
Now, most start with ONLINE research from their
personal device
* Search engine (i.e. Google) key words
* Social media (i.e. Facebook)
* Reputation review sites (i.e. Healthgrades)
* Practice website
This Photo by Unknown Author is licensed under CC BY-NC-ND

12. How Can a Practice Optimize Its Visibility Online?
The picture can't be displayed.
• Registering with search engines
• Create a “responsive” mobile design
• Provide links to your social media pages
• List insurances that practice accepts
• List Services, photos and bios of providers
• Include a Map, phone (in header) and fax numbers
This Photo by Unknown Author is licensed under CC BY-NC
This Photo by Unknown Author is licensed under CC BY

13. THE Most Important Factors Patients Look
For OnlineSurvey by Scorpion, 2018
Before booking a
doctors’ appointment….

14. Components of an Effective, Professional
Practice Website
• Pro-actively seek and post-patient reviews
• Include a “call to action” button throughout the site
(“CLICK HERE to request an appt.) or book thru ZocDoc
• Use larger font
• Make navigation simple and intuitive
• Include downloadable new patient forms
• Allow patient to create a SECURE New Patient Portal
Login (obtain SSL Certificate)
• Complete demographic and medical history
• Sign HIPAA, consent, financial policy forms
• Insurance information
• Method of payment for co-pays and balances
This Photo by Unknown Author is licensed under CC BY-NC-ND

15. Saving 8-minute phone call into the
practice ($2 of staff time)
Data is entered directly into EHR,
where it becomes part of the patient
record (saving $1 of MA time)
Since demographic,insurance and
payment info have been collected in
portal, check-in/out is accelerated!
Patient Performs Admin Tasks
Eliminates Staff Transcription
Speeds Patient Check-in and
Check-out
This Photo by Unknown Author is licensed under CC BY-SA

16. Use Website Analytics to Attract and Better
Understand Your Website Visitors
Facebook, Google Paid Ads,
Organic Searches?
How many returning visitors?
Where Are Your Visitors
Coming From?
How many hits per day?
Which posts/ads garnered
the most “likes”?
Which Pages are They
Visiting Most?
Review “Click Through” or
“Call Now” rates to
measure ROI
Are They Following
Through and Booking?
This Photo by Unknown
Author is licensed under
CC BY-NC

17. Website, Social Media & Digital Marketing are
Initial Touch Points to Engage Patients---Make Them
Count!
• Build an effective, professional digital presence
• Make your website work FOR you
• Patient portal can engage patients and offload work
from staff (telephone, scanning and transcribing
data)
• Portal can accelerate office throughput times at
check-in/out, medical history and patient collections
• Solicit text message reviews and post them to boost
rankings and measure patient satisfaction
This Photo by Unknown Author is licensed under CC BY-NC

18. How Technology Can Improve
The Patient Experience
You Can Now Provide Care Where & When Patients Demand It

19. In response to the
Public Health Emergency…
CMS accelerated adoption
of TELEHEALTH
to improve access to care
and to limit the spread

20. The COVID-19 Crisis Illuminated the Benefits of
Telehealth for Patients
Patients who live in rural
areas, work during the day,
have mobility or
transportation problems can
check-in with their provider
from home/work
Convenience &
Flexibility
Reduce Exacerbation
of Chronic Problems
Reduce Transmission Patients Get Access to
Specialists
Patient can speak with
provider and determine if a
prescription or further tests
are needed
Trip to doctor’s office, urgent
care or hospital could put
patient at risk
Involve experts in the
patient’s care without the
patients having to travel

21. CMS made Medicare and Medicaid patients eligible
to receive telehealth medical and behavioral health
services, sped up provider enrollment
During the pandemic, CMS removed the
distinction between in-person and
telehealth visit
TEMPORARILY did not require bi-directional
(audio & video) communication,
recognizing that broadband was not always
available
More Patients & Providers Eligible for
Telehealth
Parity in Reimbursement
Removed technology requirementsThis Photo by Unknown Author is licensed under CC BY-ND

22. Summary of Medicare Telehealth Guidelines

23. How Providers Deliver More Personalized
Care Using Technology
E-Health Keeps Patients Engaged in the Own Care

24. Getting patient “buy in” to self-care is a constant
challenge.
• Keeping up with follow-up appointments
• Taking their Medications
• Monitoring heart rhythms, blood sugar or BP
• Exercising
Emerging Technology Improves
Patient Engagement and Compliance
This Photo by Unknown Author is licensed under CC BY-NC-ND

25. Wearables
Lead to
Better
Outcomes
Glucose
monitors
with no
finger stick
Reminder
apps (take
meds, appt,
walk or drink
water)
Fitbit to
track heart;
blood
oxygen
Home sleep
monitors to
detect apnea
Smart
clothing
monitors
EKG and EEG

26. Expert Monitoring and Early Intervention Using
Telehealth Saves Lives
Glucose levels automatically
integrate to physician EHR;
Decreased mortality by 6.5%
Gestational Diabetic
Pregnant Women
Patients suffering depression and
anxiety can connect with a therapist
or counselor during a crisis using
Talkspace, Betterhelp or Psycom.net.
Acts of suicide or violence are cut in
half with teletherapy
Mental Health
Senior citizens with comorbidities
who live alone are susceptible to
hip fractures and death after a
fall. 90% survive with fall
detection devices
Fall Detection

27. Virtual Reality Health
Insurance has now approved at-home, drug-free
VR Health Services via services (like VRPhysio)
 Well-suited to exercise, physical therapy and
rehabilitation
 No computer needed, only a downloadable to a
headset (like Oculus) from provider to stream
 Visualization and relaxation techniques in VR are
beneficial for treatment of depression, addiction,
trauma and other behavioral health conditions
 Providers can monitor patient progress in real-time This Photo by Unknown Author is licensed under CC BY-SA-NC

28. How Technology Can Boost
Efficiency, Profitability and Patient Satisfaction
Tech has become relatively inexpensive and easy to implement

29. Attracting
Patients
Website
Social media
Reputation
e-Appointment requests
Patients can find you online
Affirm that your practice is best for them
Able to book directly
Patient can request waitlist
Immediate post-visit patient reviews

30. Attracting
Patients
Website
Social media
Reputation
e-Appointment requests
Patients can find you online
Affirm that your practice is best for them
Able to book directly
Patient can request waitlist
Immediate post-visit patient reviews
Expand Care
Delivery and
Compliance
Telehealth
Virtual
Wearables
Provider can monitor in real-time
Intervene early
Avoid hospitalization
Improve health status

31. Attracting
Patients
Website
Social media
Reputation
e-Appointment requests
Patients can find you online
Affirm that your practice is best for them
Able to book directly
Patient can request waitlist
Immediate post-visit patient reviews
Expand Care
Delivery and
Compliance
Telehealth
Virtual
Wearables
Provider can monitor in real-time
Intervene early
Avoid hospitalization
Improve health status
Benefit
Practice
Operations
Text reminders
Patient registration
Check-in
Bill payment
Fewer no-shows, fewer missed revenues
Text balance notification speeds collections
Automated patient recalls automatically books annual visits,
check-ups

32. Conclusion
Technology has created a cost-effective opportunity to:
• increase access to care for patients
• enhance the quality of care
• improve efficiency of practice operations
• reduce costs
• boost practice profitability

33. Awards and Rankings

36. May I answer your questions?
Valora Smith Gurganious, MBA CHBC
Partner & Senior Management Consultant
DoctorsManagement, LLC
www.doctors-management.com
800-635-4040

37. © 2 0 2 0 K a r e o I n c . A l l R i g h t s R e s e r v e d .