By Thomas Tiller II, COO By now most physician liaisons have been pulled out of the field, and your organization is in full “COVID Crisis” mode. With new and unforeseen challenges emerging daily, you may have very little time to pursue your 2020 Strategic Plan or the growth strategies you’ve worked so hard to build and started implementing this year. To be sure, the pandemic has redefined what makes the role of a physician liaison essential. Through nearly two decades in the business of developing and executing growth strategies for healthcare organizations, our team at Tiller-Hewitt HealthCare Strategies understands that you may be feeling defeated right now. What we are experiencing is likely a once-in-a- lifetime crisis that will shift the paradigm completely. To quote author Joel Barker, “When a paradigm shifts, everything goes back to zero, your past successes mean nothing.” As ominous as that may sound, I encourage you to stay positive, as I am certain that this paradigm shift will create substantial growth opportunities later this year and beyond. In the coming weeks, we will be sharing practical things you [...]
Guest Author: Amy Ballance CMS has temporarily expanded Medicare coverage for telehealth services as part of the President’s emergency declaration to ensure that all Americans can maintain access to healthcare. Now is the time that a physician practice should consider how telehealth will benefit their patients, staff, and business. Physician liaisons deliver value to providers in so many different ways, and this is one. You can bring or send helpful updates on the expanded coverage and rules emerging during this crisis. These telehealth policy changes come at a time when we must take precautions to manage unnecessary exposure to those who may be vulnerable during the coronavirus (COVID-19) pandemic. We are so appreciative of the physicians, midlevel providers, nurses and other direct caregivers who are sacrificing their families’ needs for the greater good, but we want our healthcare resources to work smarter not harder! Here is a link to the CMS website that explains the telehealth coverage changes further: MEDICARE TELEMEDICINE HEALTH CARE PROVIDER FACT SHEET It includes a Summary Fact Sheet that can be modified as a leave behind or emailed to [...]
When we ask leaders if they have a provider onboarding program, we often hear “Yes, of course.” Then, we ask how long and hear the standard “A couple days to a couple months.” We are here to tell you that is NOT an onboarding program – that is orientation! Confusing the two can literally be a multi-million dollar mistake. Instead, imagine building a gold-standard physician onboarding system within your hospital with the power to: Cut credentialing time by two-thirds Accelerate ramp-up to full productivity by nine months Lower turnover by 75% Improve culture and satisfaction Underinvesting Is a Common Cause of Costly Turnover Given the potential impact on revenue, it’s important to know how effective onboarding can build your bottom line. But, first let’s start where most organizations are today. Many hospitals operate under the false assumption that “orientation” is the same as “onboarding.” If that sounds like you – you are not alone. The majority (88%) of organizations said they have an onboarding program, but only 33% have a formalized structure or committee, according to the American Medical Group Association. Yet, underinvesting in physician and [...]
“We’re all in sales, but only the brave ones admit it!” That’s one of my favorite Zig Ziglar quotes. I remember that quote (and smile) when I hear leaders and even liaisons say, “I’m not really in sales!” You might not “really” be in sales – but I promise we’re always “really” selling – even if it’s our ideas or concepts. Since not everyone is buying what we’re selling, we will face objections. Three common objections from a different perspective. Recently a few health system leaders joined the business development team for a taste of “sales training.” As you can imagine the leaders were confused about why they were invited, because they certainly didn’t consider themselves “sales.” But as always happens, by the end they all joined the LAND OF THE BRAVE and not only admitted - but embraced - what a significant role sales plays in their position and life! The FUN part was when discussing overcoming objections – I asked them to do a musical exercise. Yes, they SANG and I videoed it for you to understand how to hear objections differently. You’ll recognize these songs - but I want to see if you can figure out [...]
Last week one of our Regional Managers, Kim Grant promised an update on the liaison team at Dayton Children’s after they were invited to present their success story to the senior leadership team. The meeting went exceptionally well. Watch this week’s video (below) as Kim discusses three key strategies to their success as well as a few wins that couldn’t go unnoticed. All areas that may also speak to you and your program! She’ll reference this same-day executive feedback following the presentation! Whether you are starting a brand-new program, refreshing an existing program or working on the onboarding /retention function at your organization – we can help! We would love to discuss and uncover the needs of your organization to ensure you and your program are positioned to get the attention of leadership - year over year. Give us a call today! 866-651-8701
Most of us have faced fakers, haters, players and heartbreakers. Some days we face all four – but that’s just life! Unfortunately, it doesn’t always come easy to just ‘SHAKE IT OFF” and press forward. I promise that facing all types can actually make us better! So, be encouraged, shake it off and just step it up! When our focus remains on: then OUR role of Physician Liaison will always remain MISSION CRITICAL to our organization… in spite of the fakers, haters, players and heartbreakers! Shake - Shake - Shake, Tammy Tiller-Hewitt P. S. Fill out the form below for instant access to our 9 Tips to Make it 99% Easier to Get Past the Gatekeeper - webinar and tip sheet.
When is the last time you “scrubbed up” - I mean wearing scrubs in your role as a superstar Physician Liaison? In this week’s Friday from the Field, superstar Beverley Fox-Bray puts herself back in training, shadowing in the operating room so she stays on-her-game when promoting their new surgical robot. As successful liaisons, we never “fake it ‘til we make it”. We spend countless hours mastering the details of our organizations and the services offered. Additionally, we should spend time educating and updating ourselves on our competitors too, in order to consistently identify competitive advantages, or in some cases, create talking points around why we don’t have the latest and greatest technology.
With today’s technology, we all do more and more online. While that is great for some, it may not fit the needs of our referring providers. Remember one size doesn’t fit all. I’ve seen business lost after a liaison said “just go to our website.” It’s not that easy for offices! You never want to miss a referral because they don’t have the right referral information or tools at their finger-tips. In this week’s Friday From the Field video, Kim Grant, Regional Manager discusses delivering value through providing the right collaterals. She is literally going to share a set of collaterals we should consider keeping in paper form too. Not everyone has an EMR or one that is integrated with anyone. We want to always look for ways to provide the path of least resistance when it comes to sending business our way. Ask what they need and DON’T need – then deliver. Back to basics, Tammy
As physician liaisons we strive to become trusted advisors to our physicians and APPs. This is the ultimate level in solidifying long-lasting relationships. In this week’s Friday From the Field Video, I remind you that being a trusted advisor sometimes requires we step outside the scope of what our organization offers to find solutions. With that thought, I asked one of my trusted advisors Joe Allaria of Carson Allaria Wealth Management, to share a couple tips. As you can see by his company name – it won’t be medical tips, but financial-wealth tips. He shares the answers to two of the most common financially-related questions: “How do I become wealthy? and How do I stay wealthy?” While this won’t make us financial advisors – it will help us the next time our providers talk about financial related issues. Perhaps these tips from Joe can help you be better positioned to respond, further demonstrating your value and commitment to each trusted advisor relationship. Let’s continue to broaden our arsenal of resources. Healthy, wealthy and wise, Tammy
Recently we had an awesome two-day onsite training event with a small team of Liaisons. In this week’s video, we would like to introduce you to four Liaisons as they share their take-away related to consultative sales. Our Make-it-Matter sales training workshop delivers a dynamic and highly interactive learning experience, laser-focused on building long-term relationships and results. Because we come onsite to your organization, we are able to customize the program to meet your organizational and team goals. Contact us – let’s discuss how using this two-day training course can empower your team to reach your organizational goals. Remember, we’re either green and growing or ripe and rotting!