We give practice owners a No B.S. approach to growing their clinic and help them develop true peace of mind

Create a magnetic brand and a rockstar team to automate new patient acquisition

Dr. Kalpana Patel
MD, FAAP, FAAEM, DABEM

 

Currently, EHC Buffalo, has a 60 day waiting list for new patient consults. 

It was NOT always this way. 

Dr Patel runs a completely out-of-network, all-cash clinic, and she charges $360 for her first-hour consult. With this type of practice, there are often many objections from patients about seeing a practitioner who does not participate with any insurance networks.

When we first started working with Dr. Patel, she had a very lean staff (her and 1 nurse) and some serious outdated technology (paper charts and scheduling)… 

As a result of a lack of manpower, many patients never received calls back to help them get scheduled.

 

We knew just by implementing proper capture systems we could convert significantly more patients. 

Step 1 was to implement a system that tracked and recorded all inbound inquiries to the business. Once this was created, we were able to know exactly how many calls we missed, and how many people were never called back. Once we knew these numbers, it was very obvious that hiring someone else for the front desk would be more than worth the money.

Step 2. We hired and trained a new receptionist. This included putting out a job posting and interviewing candidates for her, asking them to take personality tests, and sending the best-suited candidates to the office for an in-person interview.

Step 3 Was to train the new hire, on the newly implemented tracking system, and bring her up to speed with the services provided at the practice. After about 45 days, the new hire has dramatically increased overall patient satisfaction. Dr. Patel has significantly greater peace of mind, knowing that all of her patients are being called back and handled with absolute care and concern.

Step 4 We launched a Lyme Disease Quiz on Facebook and Instagram to bring in more of these patients, as they are high case value patients and Dr Patel is truly the expert in Lyme disease in the greater Buffalo Area. She averages 4 new patients per month from this campaign.

Step 5 We launched an extensive content and SEO strategy to bring in more of her ideal patients which are complicated cases that invest multiple thousands with the business, and stimulate Dr. Patel mentally. We now average 2 new appointment requests every day from her website, with many more inbound calls. She has a waiting list of 60 days for new patients, and we are looking at introducing a group coaching model or hiring another practitioner so she can serve more people.

Meet Randee Brookins

Randee and Mike Brookins run AMI Santa Barbara, a very successful boutique anti-aging clinic in Santa Barbara, California. When Randee and Mike first came to us, managing the day to day operations of the business was Randee’s responsibility, and managing new patient cases was Mike’s responsibility.

They run a membership model hormone and anti-aging clinic. With this type of concierge style business, it is very important to allow your members and clients to have access to your team if they have any questions or concerns about their membership. This is great….unless all 100+ of your members have access to the business owners cell phone.

The AMI Team

We started working with the receptionist at the front desk at the time, to help ease the load of patient communication on Mike’s plate, but the increased work load and demands was too much for her to handle. This is very common, when a person becomes comfortable in a role doing the minimum, introducing more work with an incentive plan for performance will typically scare them away. In the long run this is the best case scenario, they probably were not a good fit to grow with the business anyway.

We hired a new girl named Lauren who had some experience, we gave her the systems, we trained her, we got all new clients and current clients communicating through her, she became mikes assistant and protege allowing her to answer client questions and creating duplication in the business.

We hired another receptionist to support Lauren, we moved Randee out of the day to day operations of the business, Mike now only does new member consults and has recurring member consults every 3 months. Mike is able to focus on the growth of the business, Randee is able to focus on other projects of her own, and Lauren and Claudia run the day to day of the business with the support of other employees.

We have since started doing more content and SEO work for them, you can review some of their results here:

If you are in business with your significant other, you know it can be challenging at times. If this sounds like your business, we look forward to hearing form you and helping you get your freedom back.

Dr. Corey Welchlin
an orthopedic surgeon in Minnesota.

Over the last two years of working together with Center For Specialty Care, we have been able to generate over $2 million in revenue from our advertising efforts alone.

 

When I first met Corey, his practice was down almost 80% due to COVID restrictions and lack of staff. He was seriously struggling with a lack of new patient inquiries, had absolutely no tracking in place, had high employee turnover, his son was doing the marketing but didn’t have any real experience marketing a practice… he needed a proven system that he could intelligently invest in.

We came in, we immediately started mentoring his son Carter, teaching him the philosophy behind how to run the front desk, create a predictable new patient acquisition system, and how to create happy patients who leave raving reviews.

We built them a beautiful new website, integrated it into our CRM, started tracking all inbound and outbound phone calls, gave them scripts for answering inbound calls and placing outbound calls. We incentivized the receptionist to book 15 new patients per week for an extra few dollars an hour.

Once we felt confident that we had the systems in place, we launched a back pain campaign, a weight-loss campaign, and a knee pain campaign, launched SEO. and now they are booking 15-20 new high case value surgery patients every week.

They are now launching another clinic in the area. An all cash med-spa. 

We are in the process of building the website for them now and will begin running ads shortly. 

Orthopedic surgery centers are some of our favorite to work with because of the high case values and the simplicity of the marketing campaigns. If you own or work at a clinic like this, please reach out. We can produce some incredible results. 

Needless to say, he was frustrated with managing employees, and he’s not alone. This is a common issue amongst practices we work with. 

He knew he needed to make some changes, but he needed direction on what exactly needed to be implemented. 

Step 1. Tracking. 

For just about every practice we engage with, the first step is implementing tracking systems. 

We need accurate data on how many phone calls, new patient phone calls, appointment requests, new patient appointment requests, appointments booked, new patient appointments booked, appointments attended, new patient appointments attended, new procedures scheduled…

He was having trouble managing his staff, because he left the organization of the pipeline, completely up to them, and then felt frustrated when they couldnt figure it out. 

Now we had a system, that we could hold the team accountable to using. 

Step 2. Compensation

This is a simple but very overlooked step, because most clinics just look at what other people are paying their staff, and do the same. 

People work for incentives. 

If you offer someone a bonus, based off of their performance, MOST people, will work harder, to achieve that goal. 

My favorite way to set this up for front desk-like roles, is to bonus them based on new patient appointments attended. So $5 or $10 for every new patient appointment attended, if they get 20 new patient appointments attended in a week, its $200 to them, and 20 new opportunities! 

Just about every practice owner I know, would make that trade. 

Step 3. More Cash Pay Opportunities 

We wanted the business to be less dependent on insurance reimbursement, and have a more stable cashflow. 

• First, we needed to redo the brand. He now has two beautifully designed sites that convert very well. www.reliefbeginshere.com and www.covidinstitute.org 
• Then we began creating lead magnets for potential patients 
• 
• We then needed to bring in the traffic to download the ebooks, and nurture them.
• 
• Youtube was our media of choice. We found that we could leverage the high search volume of patients looking for this very niche solution, and educate them more, with free value.
• 

Results:

With the help of Real ADvice, Dr. Groysman was able to generate more cash paying opportunities to acquire patients, and feel confident that his team was going to followup appropriately, to convert them into patients at the practice.

By helping streamline their new patient acquisition process, and the addition of more cash pay patients, their business has gone from 95+% insurance based, with no tracking in place at all… to 50% cash based, and proper tracking so we can add in new streams of patients at any time.

Real revenue growth:

Before Real ADvice – $60-80,000 per month (all insurance)

After Real ADvice – $100,000+  per month (50/50 cash/insurance)

An increase of roughly $300,000 per year

They also have less staff turnover than ever before, because their team’s compensation is growing, with the growth of the practice.

Step 2.

Once we captured ALL of the stem cell traffic, we created an ebook, and pushed the video viewers, to download the ebook.

Turning all of our viewers into potential leads.

While all of this was going on, We implemented a CRM to capture all new inbound leads from all of her websites AND the ebook.

We built out email campaigns to nurture all new leads with testimonials, increasing the certainty and belief level in Dr. Joy’s treatments.

To date, here is a screenshot of all of her ebook downloads.

Screenshot of the campaign that is sent to people who have downloaded the ebook:

We had created high-intent, educated, ready-to-buy regenerative medicine patients.

Step 3.

Once we had a consistent flow of new leads, the front desk was a bit uncomfortable with the new lead flow volume, and it was difficult to keep track of where everyone was in the pipeline.

With leads that are so valuable to the practice, it was necessary to train them on how to use the CRM.

There was still a bit of reluctance. So we implemented a very strong compensation plan that encouraged them to schedule new patients and deliver great customer service.

Step 4.

New Fully optimized practice website consistent with her brand and theme.

Before on the left, current on the right