LIVE from the Ascend Conference in Washington DC, I am joined by CEO and Co-Founder of Strive Labs Scott Hebert to discuss business metrics for physical therapy practices. At Strive Labs, we're changing the way individuals and health systems manage the most common health condition in the United States: musculoskeletal disease. Our care management platform enables healthcare providers to inform, engage, and empower their patients to reach their recovery goals and avoid chronic injury.
In this episode, we discuss:
-How Strive Labs manages customer relationships from acquisition to retention
-The most important business metrics for physical therapy owners
-How to calculate your Net Promoter Score
-Crafting relevant email campaigns for current and prospective patients
-And so much more!
Promoters are people who are going to recommend your services to friends and family. In order to create a net promoter, you may need to go beyond only satisfying customers. From Scott’s experience, he stresses, “Satisfaction is important. Satisfaction is the foundation of any good business, but what people have started to realize is that satisfaction in many ways is kind of worthless. Loyalty is what’s priceless.”
There are dozens of ways potential clients can stumble upon your services; most of them are via online platforms. Because of this, Scott encourages all practices to maintain an online presence. He has found that, “If they are looking for physical therapy, you need to be able to be present in that local region.”
As your business grows, you may find yourself having difficulties finding ways to scale or automate certain aspects of your responsibilities. If you are wondering if automated email marketing is right for you, Scott suggests, “That moment you start to feel like you’re losing control of things… that could be a moment to start considering it.”
For more information on Strive Labs:
At Strive Labs, we're changing the way individuals and health systems manage the most common health condition in the United States: musculoskeletal disease. Our care management platform enables healthcare providers to inform, engage, and empower their patients to reach their recovery goals and avoid chronic injury.
Our team of creative thinkers, healthcare professionals, industry experts, and technologists are all working together to develop new solutions for improving the patient experience. In 2017, Strive Labs became part of the WebPT family, and together, we’re going to help rehab therapists obtain new patients, retain existing ones, and get all of them better faster.
Resources discussed on this show:
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Have a great week and stay Healthy Wealthy and Smart!
Xo Karen
LIVE from the Ascend Conference in Washington DC, Rick Gawenda joins me on this episode to discuss the CPT codes. Rick Gawenda, PT, is a licensed physical therapist with 25 years of experience and currently serves as the founder and President of Gawenda Seminars & Consulting, Inc. He has provided valuable education and consulting to hospitals, private practices, skilled nursing facilities, and rehabilitation agencies in the areas of CPT coding, ICD-10 coding, billing, documentation compliance, revenue enhancement, practice management, and denial management as they relate to outpatient therapy services.
In this episode, we discuss:
-The 4 components to determine levels of CPT Codes: history, examination, clinical presentation, decision making
-Differentiating the complexity levels of CPT Codes with patient case studies
-Challenges with billing higher complexity levels differently than lower complexity levels
-Common myths surrounding the treatment of Medicare patients
-And so much more!
Therapists are not documenting relevant patient co-morbidities and clinical presentation. Rick finds, “We are underestimating the complexity level.”
Although CPT codes are complex, it’s important for any healthcare practitioner to understand their billing process and avoid the potential for abuse or fraud. Rick finds that our current understanding is limited and can be seen as abuse since, “We don’t know we are doing it wrong.”
Rick outlines multiple ways you can bill to maximize your payments for your treatment sessions but notes that it is important to be ethical. He stresses, “Nobody wants to be on the radar of an insurance company.” And more importantly, “Reputation is everything. It takes a long, long time to develop a positive reputation and it can be gone in a heartbeat.”
For more information on Rick:
Rick Gawenda, PT, is a licensed physical therapist with 25 years of experience and currently serves as the founder and President of Gawenda Seminars & Consulting, Inc. He graduated with a Bachelor of Science degree in Physical Therapy from Wayne State University in Detroit, Michigan, in 1991. Mr. Gawenda is also Director of Finance for Kinetix Advanced Physical Therapy, a private practice with offices located in Southern California. In addition, he previously worked as the Director of Physical Medicine and Rehabilitation at Detroit Receiving Hospital where he was responsible for physical therapy, occupational therapy, and speech-language pathology services, both in the inpatient and outpatient setting.
He has provided valuable education and consulting to hospitals, private practices, skilled nursing facilities, and rehabilitation agencies in the areas of CPT coding, ICD-10 coding, billing, documentation compliance, revenue enhancement, practice management, and denial management as they relate to outpatient therapy services. Mr. Gawenda has presented nationally since 2004 and currently presents approximately 100 dates per year around the United States.
Mr. Gawenda is a member of the American Physical Therapy Association (APTA) and Michigan Physical Therapy Association (MPTA). Mr. Gawenda is the Past President of the Section on Health Policy & Administration of the APTA as well as Past President of the Michigan Association of Medical Rehabilitation Program Administrators.
Mr. Gawenda is also the author of “The How-To Manual for Rehab Documentation: A Complete Guide to Increasing Reimbursement and Reducing Denials” and “Coding and Billing For Outpatient Rehab Made Easy: Proper Use of CPT Codes, ICD-9 Codes and Modifiers”.
Resources discussed on this show:
Episode 175: Making Sense of ICD 10 w/ Rick Gawenda, PT
Darci Lynne: 12-Year-Old Singing Ventriloquist Gets Golden Buzzer - America's Got Talent 2017
Centers for Medicare and Medicaid Services
Thanks for listening and subscribing to the podcast! Make sure to connect with me on twitter, instagram and facebook to stay updated on all of the latest! Show your support for the show by leaving a rating and review on iTunes!
Have a great week and stay Healthy Wealthy and Smart!
Xo Karen
On this episode of the Healthy Wealthy and Smart Podcast, Dr. Travis Zigler joins me to discuss eye health. Dr. Travis Zigler is on a mission to end preventable blindness. In 2010 he graduated from The Ohio State University College of Optometry with Magna Cum Laude honors. He went on to own two optometry practices in South Carolina specializing in "difficult to fit" contact lens patients and dry eye, but soon found his passion for entrepreneurship.
In this episode, we discuss:
-Missions abroad with The Eye Love Cares Foundation and the impact of preventable blindness in third world countries
-How often should you have your eyes checked?
-Selecting the right optometrist/ophthalmologist for you
-Surprising factors that affect Macular Degeneration and Dry Eye Disease
-And so much more!
Having regular eye exams can also function as a general health screen. Dr. Zigler notes, “An eye exam is the only time that we can actually see live blood vessels and we can actually see a live nerve in the back of your eye. And that can tell us a tremendous amount about your health.”
From Dr. Zigler’s experience, most conditions are a result of many lifestyle factors such as diet, exercise and hydration. He believes, “If we learn how to solve this chronic inflammation problem that plagues the western society, all of us in the US, then it is going to make a huge difference.”
Dr. Zigler believes in a holistic plan of care for all of his patients with most preventable eye problems being a symptom of a systemic problem. He stresses, “Disease is your body’s way of telling you you’re doing something wrong.”
For more information on Dr. Zigler:
Dr. Travis Zigler is on a mission to end preventable blindness. In 2010 he graduated from The Ohio State University College of Optometry with Magna Cum Laude honors. He went on to own two optometry practices in South Carolina specializing in "difficult to fit" contact lens patients and dry eye, but soon found his passion for entrepreneurship.
In 2015, he started Eye Love, an eye wellness company with a mission to end preventable blindness. Along with his wife, Jenna, they continue to work part time in optometry and build Eye Love with the goal of eventually opening free clinics in the US and abroad. Because 703 million people are blind due to lack of glasses, they give a portion of all profits back to those who can neither afford nor obtain eye care in Jamaica and South Carolina.
When he's not working on Eye Love or in clinic, he enjoys traveling to Jamaica, running, and playing the ukulele while he drinks his morning coffee.
Resources discussed on this show:
Dry Eye Syndrome Support Community
Dry Eye Community Video Series
Thanks for listening and subscribing to the podcast! Make sure to connect with me on twitter, instagram and facebook to stay updated on all of the latest! Show your support for the show by leaving a rating and review on iTunes!
Have a great week and stay Healthy Wealthy and Smart!
Xo Karen
On this episode of the Healthy Wealthy and Smart Podcast, I had the pleasure of welcoming Ben Cormack onto the show to discuss exercise and pain science. Ben Cormack owns and runs cor-Kinetic. Cor-kinetic provides educational courses based on modern movement and pain sciences within a strong evidence based framework. They have delivered courses in Europe, Asia, USA and South America and present regularly at national and specialist subject conferences around the world.
In this episode, we discuss:
-How exercise influences pain
-Keeping healthcare more patient-centered with exercise optionality
-How to communicate pain science both verbally and experientially
-The Five A’s of Exercise Adherence
-And so much more!
People seek out healthcare providers because, “People are always looking for a rational or an answer to their problem.” The research evidence doesn’t support biomechanical explanations of pain, however with pain science, Ben finds, “We can give people a rationale, we can give them an answer but it doesn’t have to be a definitive answer that says it’s this or it’s that.”
Chronic pain can lead to a feeling of helplessness, but by better explaining what pain is and promoting activity therapists can convey to patients that, “The body is always changing according to what we do which is in a way empowering for people because they are gaining control of that change.” Ben reveals that for successful pain management, “It’s the process, not the destination.”
Exercise prescription is a powerful tool for pain management. The current evidence suggests, “The specifics really don’t matter that much but actually doing it does.” As a provider, Ben has found his role has evolved in that, “It’s much more about facilitating people to do things themselves.” In summary, Ben stresses, “Pain science is understanding people. Movement and exercise are basic tenants of being a human being.”
For more information on Ben:
Ben Cormack owns and runs cor-Kinetic. Cor-kinetic provides educational courses based on modern movement and pain sciences within a strong evidence based framework. They have delivered courses in Europe, Asia, USA and South America and present regularly at national and specialist subject conferences around the world.
Ben is a musculoskeletal therapist with a clinical, rehabilitation & exercise background stretching back 15 years. He specializes in a movement & exercise based approach with a strong education component and patient centered focus.
Resources discussed on this show:
Mishel 1981: The measurement of uncertainty in illness
Darlow et al 2013: The enduring impact of what clinicians say to people with low back pain
Thanks for listening and subscribing to the podcast! Make sure to connect with me on twitter, instagram and facebook to stay updated on all of the latest! Show your support for the show by leaving a rating and review on iTunes!
Have a great week and stay Healthy Wealthy and Smart!
Xo Karen
LIVE from the Ascend Conference in Washington DC, I am joined by Co-Founders of PT Day of Service Efosa Guobadia and Josh D’Angelo to discuss PT Day of Service. PT Day of Service has brought together nearly 8,000 volunteers from 42 countries in just two years. Treating at a pro bono clinic. Working in a soup kitchen. Cleaning up a park. No matter where or how, we have the ability to positively impact change. Whether we call ourselves 'Physical Therapists' or 'Physiotherapists,' service embodies who we are, what we do, and how we act. Join us this year on October 14, 2017!
In this episode, we discuss:
-What is PT Day of Service?
-The future of PT Day of Service and Efosa’s and Josh’s goal of transcending the status quo
-Building a team with shared values to achieve goals
-Ways you can give back to those affected by recent natural disasters
-And so much more!
PT Day of Service encourages physical therapists to give back to their communities and all across the globe. Josh states, “It’s about writing service into the DNA of our profession….PT Day of service has always been about what we can do when we unite, when we join together as a profession”
The goal of the PT day of Service team is to, “create a platform from which people can stand and serve to move the world in a positive direction.” Dedicating a day of service gives the opportunity for each person to make a lasting impact on their communities and Efosa remarks, “The power that we have, from one interaction, from one touch point can change the world.”
For more information on the PT Day of Service Story:
EFOSA GUOBADIA:
What if. I imagine a few things have started that way in the past, and a few things will start that way in the future. This particular ‘what if’ came to my mind in February 2015. I was doing health volunteer work off the Amazon River in Peru. As I looked upon the river, an idea that had been bubbling in the back of my mind suddenly shot to the front in full force. What if, on the same day, clinicians, students and associated staff of the Physical Therapy profession volunteered in different communities around the world? What if, we then shared those moments and acts in a way that was galvanizing, inspiring, and promoted connections all over the world? What if!?
Being on the Amazon and watching the river flow, I couldn’t help but think of our profession of Physical Therapy as a flowing river. A river made up of passion, love, life, kindness, and heart. A river that enhances and is enhanced by the shores it passes and the encounters it makes. Our River. Our Profession. Our Communities. The idea was taking form that a Day of Service would be another wave to have a positive impact on all involved. I was smiling as the thought was developing and I knew I had to share it with someone. I emailed Josh right away...
JOSH D'ANGELO:
Let's shoot for the stars. Back in February, I received an email at about 11:30pm. As I curled into bed and saw the email was from Efosa, I could not help but read it. Our exchanges often serve as a place to reflect on our lives, careers, and what physical therapy can and should be. This particular email happened to be a new idea, something to the effect of starting a 'PT Day of Service.' Three sentences into the email, I had a visceral response, one that told me this is something we not only should do, but something we need to do; a chance for the profession to show what we can do when we all work together. At 11:35pm, I popped back up, turned the light on, and flipped open my laptop. Over the next 15 minutes, I did my best to articulate that this was NOT just another idea, this is a movement we HAVE to start.
Later on that night as I drifted off to sleep, I remember the last thought that crossed my mind: 'Let's really do this. Let's shoot for the stars.'
EFOSA & JOSH:
What was once an idea has evolved into a real, palpable movement driven by eight volunteers, a growing list of international ambassadors, and many supporters across the world. We have had the chance to talk about servant leadership, community engagement, and all that is possible when we ask ourselves how we can do our part to make life better for those around us, when we ask ourselves how can we put compassion into action. We know the impact will be real on not only those we serve, but on our profession and ourselves.
To our knowledge, this is the first global Day of Service coordinated by a whole profession. It gives us the chance to lead and serve at the same time. Our hope for this day is that it sparks new connections, strengthens established ones, and further stimulates conversations on how we can keep this river flowing strongly for our profession and the communities we touch. Because...What if.
Resources discussed on this show:
Stephen Colbert 2011 Commencement Speech at Northwestern University
Thanks for listening and subscribing to the podcast! Make sure to connect with me on twitter, instagram and facebook to stay updated on all of the latest! Show your support for the show by leaving a rating and review on iTunes!
Have a great week and stay Healthy Wealthy and Smart!
Xo Karen
On this episode of the Healthy Wealthy and Smart Podcast, I had the pleasure of continuing the conversation following the Women in Physical Therapy Summit with both Dr. Michelle Collie and Dr. Sandy Norby. Dr. Michelle Collie is the CEO of Performance Physical Therapy, a multi-clinic private practice with over 130 employees in Rhode Island and Massachusetts. Michelle dedicates time to teaching, mentoring and coaching women through their careers. Dr. Sandra Norby is CEO and Co-Founder of HomeTown Physical Therapy which provides a practice model for ownership and champions the leadership of women in physical therapy.
In this episode, we discuss:
-Reflections on the Women in Physical Therapy Summit
-What it takes to open a private practice and be a female entrepreneur
-Why prioritizing self-care may improve your ability to lead others
-The future of the Private Practice Section and public advocacy of physical therapy
-And so much more!
One of the most important qualities of successful entrepreneurs and leaders is the strength to remain true to themselves. Dr. Collie stresses, “We need to have the courage to be authentic and not change who we are for other people.”
The Women in Physical Therapy Summit has provided an opportunity to build a strong nationwide community. Sandy’s biggest take away from the conference is that, “All of us women now have a confidant or a connection… At a drop of a hat, we’d all be very willing to help them out.”
As evidence supporting the efficacy of physical therapy continues to build, it becomes easier to share this information with the public and juxtapose non-invasive physical therapy treatment with less conservative and more costly interventions. Dr. Collie finds that, “It’s an exciting time for PTs. We are all learning how to advocate better for our profession because we are all respecting and understanding the value of it.”
For more information on Dr. Collie:
Dr. Michelle Collie PT, DPT, MS, OCS is the CEO of Performance Physical Therapy, a multi-clinic private practice with over 130 employees in Rhode Island and Massachusetts. A graduate of the Otago University Physiotherapy program in New Zealand, Michelle came to America in 1994 to gain additional clinical experience. She completed post-graduate studies at MGH-IHP in Boston Massachusetts followed by becoming a board certified clinical specialist. Michelle chairs the National Private Practice Marketing and PR Committee and devotes much of her time to advocating for the profession of physical therapy. The Performance Physical Therapy team have received multiple awards including the 2012 RI Outstanding Philanthropic Business Award and the 2014 prestigious National Private Practice of the Year award. With over 25 years of experience, Michelle has provided clinical instruction, published articles and presented at a local and national level on physical therapy, marketing, entrepreneurship and leadership. Finally, Michelle dedicates time to teaching, mentoring and coaching women through their careers.
For more information on Dr. Norby:
Sandra Norby, PT, DPT is CEO and Co-Founder of HomeTown Physical Therapy, LLC. This Iowa based corporation provides a practice model for ownership and champions the leadership of women in physical therapy. Sandra has served on many leadership positions in APTA and PPS, including being a member of PPAC and two terms as a Director on the PPS Board. She was awarded the 2017 APTA Federal Advocacy Leadership Award for her instrumental work on making Locum Tenens a reality for physical therapists.
Sandra received her Physical Therapy Masters degree from the University of Iowa and her DPT from the University of Montana – Missoula. She has an expertise in compliance and billing and has been a speaker at many state and national events on topics that include technology, leadership, and championing the success of women in physical therapy.
Resources discussed on this show:
Women in Physical Therapy Summit
The Leadership Gap by Lolly Daskal
Thanks for listening and subscribing to the podcast! Make sure to connect with me on twitter, instagram and facebook to stay updated on all of the latest! Show your support for the show by leaving a rating and review on iTunes!
Have a great week and stay Healthy Wealthy and Smart!
Xo Karen