How to Create a Successful Team and Build Your EDX ...How to Create a Successful Team and Build Your...

How to Create a Successful Team and

Build Your EDX Referral Base

How to Create a Successful Team How to Create a Successful Team andand

Build Your EDX Referral BaseBuild Your EDX Referral Base

Pearls of Wisdom (Tempered by Experience)

Peter A. Grant, M.D.

Pearls of Wisdom Pearls of Wisdom (Tempered by Experience)(Tempered by Experience)

Peter A. Grant, M.D.Peter A. Grant, M.D.

DISCLAIMERDISCLAIMERDISCLAIMER

•Please note that any and all comments made in this lecture are those of me (Peter A. Grant, MD) and NOT the AANEM or the ABEM or any other organization.

••Please note that any and all Please note that any and all comments made in this comments made in this lecture are those of me lecture are those of me (Peter A. Grant, MD) and (Peter A. Grant, MD) and NOTNOT the AANEM or the ABEM the AANEM or the ABEM or any other organization.or any other organization.

MY MEDICAL PRACTICEMY MEDICAL PRACTICEMY MEDICAL PRACTICE• Founded current medical practice 22.5

yrs ago - after left OSU residency• Currently only EDX Consults• Current Staff

– Lisa (receptionist/scheduler) - 22.0 yrs– Judy (Office Mgr) - 21.5 yrs– Naomi (WC liaison/biller) - 17.5 yrs– Lynne (Billing / Collections) - 16 yrs– Mary (Typist - homebased) - 11 yrs

•• Founded current medical practice 22.5 Founded current medical practice 22.5 yrs ago yrs ago -- after left OSU residencyafter left OSU residency

•• Currently only EDX ConsultsCurrently only EDX Consults•• Current StaffCurrent Staff

–– LisaLisa (receptionist/scheduler) (receptionist/scheduler) -- 22.0 yrs22.0 yrs–– JudyJudy (Office Mgr) (Office Mgr) -- 21.5 yrs21.5 yrs–– NaomiNaomi (WC liaison/(WC liaison/billerbiller) ) -- 17.5 yrs17.5 yrs–– LynneLynne (Billing / Collections) (Billing / Collections) -- 16 yrs16 yrs–– MaryMary (Typist (Typist -- homebasedhomebased) ) -- 11 yrs11 yrs

OFFICE STAFFOFFICE STAFFOFFICE STAFF

Put Right Peoplein

Right Positions

Put Right PeoplePut Right Peoplein in

Right PositionsRight Positions

OFFICE STAFFOFFICE STAFFOFFICE STAFF• Office Manager• Receptionist• Billing Clerk• Scheduler• Typist• Nurse / Medical Assistant• WC / Insurance Liaison

•• Office ManagerOffice Manager•• ReceptionistReceptionist•• Billing ClerkBilling Clerk•• SchedulerScheduler•• TypistTypist•• Nurse / Medical AssistantNurse / Medical Assistant•• WC / Insurance LiaisonWC / Insurance Liaison

OFFICE STAFFPre-Test

OFFICE STAFFOFFICE STAFFPre-Test

• What is the most important determinant in the success of your medical practice?

A. Your knowledge & expertiseB. Your experience & likeabilityC. Your devilishly good looksD. Your Office Manager

• What is the most important determinant in the success of your medical practice?

A.A. Your knowledge & expertiseYour knowledge & expertiseB.B. Your experience & likeabilityYour experience & likeabilityC.C. Your devilishly good looksYour devilishly good looksD.D. Your Office ManagerYour Office Manager

OFFICE STAFFOffice Manager

OFFICE STAFFOFFICE STAFFOffice ManagerTHE LARGEST SOLE

DETERMINANT OF THE

SUCCESS (OR FAILURE) OF

YOUR MEDICAL BUSINESS

THE LARGEST SOLE THE LARGEST SOLE DETERMINANT DETERMINANT

OF THE OF THE SUCCESS (OR FAILURE) SUCCESS (OR FAILURE)

OF OF YOUR MEDICAL YOUR MEDICAL BUSINESSBUSINESS


OFFICE STAFFOFFICE STAFFOffice Manager

Having a good office manager allows you to concentrate on

the practice of medicine (what you do best) and not have

to worry about financial & practice management issues

(probably what you do poorly!!!)

Having a good office manager Having a good office manager allows you to concentrate on allows you to concentrate on

the practice of medicine the practice of medicine (what you do best)(what you do best) and not have and not have

to worry about financial & to worry about financial & practice management issues practice management issues

(probably what you do poorly!!!)(probably what you do poorly!!!)



Need to convey your thoughts, plans, hopes, etc. to your OM so that you can

have confidence and agreement in the operation

of your practice….

Need to convey your Need to convey your thoughts, plans, hopes, etc. thoughts, plans, hopes, etc. to your OM so that you can to your OM so that you can

have confidence and have confidence and agreement in the operation agreement in the operation

of your practiceof your practice……..



“Minute” meetings 1. at least daily 2. no set agenda 3. deal with pressing matters and “daily issues”

Longer meetings 1. less regularly (?weekly vs monthly) 2. set agenda (both add to agenda)3. Keep minutes (for later review)

““MinuteMinute”” meetings meetings 1.1. at least daily at least daily 2.2. no set agenda no set agenda 3.3. deal with pressing matters and deal with pressing matters and ““daily issuesdaily issues””

Longer meetings Longer meetings 1.1. less regularly (?weekly less regularly (?weekly vsvs monthly) monthly) 2.2. set agenda (both add to agenda)set agenda (both add to agenda)3.3. Keep minutes (for later review)Keep minutes (for later review)



Characteristics of Good Office Manager• Good Communicator *• Humble / Teachable *• Loyal *• Compulsive / “Detail Person” *• Organized *• Effective Leader• Creative• Committed• Intelligent * = most important

Characteristics of Good Office ManagerCharacteristics of Good Office Manager•• Good Communicator *Good Communicator *•• Humble / Teachable *Humble / Teachable *•• Loyal *Loyal *•• Compulsive / Compulsive / ““Detail PersonDetail Person”” **•• Organized *Organized *•• Effective LeaderEffective Leader•• CreativeCreative•• CommittedCommitted•• IntelligentIntelligent * = most important* = most important

RECEPTIONISTRECEPTIONISTRECEPTIONIST

OFFICE STAFFReceptionistOFFICE STAFFOFFICE STAFFReceptionist

• Needs to be the nicest, sweetest, & most loveable person in your office!

• Is the “1st Impression” of your office• Is the “personality” of your office• Keeps your patients happy• Other than you (& poss. RN) needs to

have best relationship with patients

•• Needs to be the nicest, sweetest, & Needs to be the nicest, sweetest, & most loveable person in your office!most loveable person in your office!

•• Is the Is the ““1st Impression1st Impression”” of your officeof your office•• Is the Is the ““personalitypersonality”” of your officeof your office•• Keeps your patients happyKeeps your patients happy•• Other than you (& poss. RN) needs to Other than you (& poss. RN) needs to

have best relationship with patientshave best relationship with patients

SCHEDULERSCHEDULERSCHEDULER

OFFICE STAFFScheduler

OFFICE STAFFOFFICE STAFFScheduler

• Needs to be the nicest, sweetest, & most loveable person in your office!

• Is the “personality” of and conduit to your office for referring sources

• Keeps your referral sources happy• MUST have a congenial relationship

with scheduler at referral source’s office!!!! (Lunch anyone??)

•• Needs to be the nicest, sweetest, & Needs to be the nicest, sweetest, & most loveable person in your office!most loveable person in your office!

•• Is the Is the ““personalitypersonality”” of and conduit to of and conduit to your office for referring sources your office for referring sources

•• Keeps your referral sources happyKeeps your referral sources happy•• MUST have a congenial relationship MUST have a congenial relationship

with scheduler at referral sourcewith scheduler at referral source’’s s office!!!! (Lunch anyone??)office!!!! (Lunch anyone??)

BILLING CLERKBILLING CLERKBILLING CLERK

OFFICE STAFFBilling Clerk

OFFICE STAFFOFFICE STAFFBilling Clerk

• Must be able to ask for $ up front in non-offensive manner (preappointment call)

• Must be “humble and loveable”• Must have strong desire to keep your

accounts receivable low• If effective, increases your collections

(and thereby increases your income!)

•• Must be able to ask for $ up front in nonMust be able to ask for $ up front in non--offensive manner (offensive manner (preappointmentpreappointment call)call)

•• Must be Must be ““humble and loveablehumble and loveable””•• Must have strong desire to keep your Must have strong desire to keep your

accounts receivable lowaccounts receivable low•• If effective, increases your collections If effective, increases your collections

(and thereby increases your income!)(and thereby increases your income!)

TYPISTTYPISTTYPIST

OFFICE STAFFTypist

OFFICE STAFFOFFICE STAFFTypist

• If effective, produces good quality reports in timely manner (thereby making your referral sources happy)

• If MORE effective can recognize problems and request your review before report is sent out.

• If EVEN MORE effective, will be able to type and fax (email) reports within 1-3 hours.

•• If effective, produces good quality reports If effective, produces good quality reports in timely manner (thereby making your in timely manner (thereby making your referral sources happy)referral sources happy)

•• If MORE effective can recognize If MORE effective can recognize problems and request your review before problems and request your review before report is sent out.report is sent out.

•• If EVEN If EVEN MORE effective, will be able to MORE effective, will be able to type and fax (email) reports within type and fax (email) reports within 11--3 hours.3 hours.

NURSE / MEDICAL ASSTISTANT

NURSE / MEDICAL NURSE / MEDICAL ASSTISTANTASSTISTANT

OFFICE STAFFNurse / Medical Asst.

OFFICE STAFFOFFICE STAFFNurse / Medical Asst.

• Probably don’t need in purely EDX Consultative practice (I don’t have)

• Works for effective triage - thereby decreasing stress on you

• Communicates some things to patients for you

• Helps to keep patients and referral source’s office staff happy.

•• Probably donProbably don’’t need in purely EDX t need in purely EDX Consultative practice (I donConsultative practice (I don’’t have)t have)

•• Works for effective triage Works for effective triage -- thereby thereby decreasing stress on youdecreasing stress on you

•• Communicates some things to Communicates some things to patients for youpatients for you

•• Helps to keep patients and referral Helps to keep patients and referral sourcesource’’s office staff happy.s office staff happy.

WC LIAISON / BILLERWC LIAISON / BILLERWC LIAISON / BILLER

OFFICE STAFFWC Liaison / Biller

OFFICE STAFFOFFICE STAFFWC Liaison / Biller

• Can promote a good relationship with WC companies

• Can promote better reimbursement from WC companies (less hassles!)

• Can promote more referrals from WC companies

• Can help patients dealing with WC claims & companies

•• Can promote a good relationship Can promote a good relationship with WC companieswith WC companies

•• Can promote better reimbursement Can promote better reimbursement from WC companies (less hassles!)from WC companies (less hassles!)

•• Can promote more referrals from Can promote more referrals from WC companiesWC companies

•• Can help patients dealing with WC Can help patients dealing with WC claims & companiesclaims & companies

OFFICE STAFFOther personnel

OFFICE STAFFOFFICE STAFFOther personnel

• Accountant - Keeps your money working for you

• Financial Consultant - Keeps your investments working for you

• Retirement / Pension Consultant -Keeps your retirement funds growing

•• AccountantAccountant -- Keeps your money Keeps your money working for youworking for you

•• Financial ConsultantFinancial Consultant -- Keeps your Keeps your investments working for youinvestments working for you

•• Retirement / Pension ConsultantRetirement / Pension Consultant --Keeps your retirement funds growingKeeps your retirement funds growing

OFFICE STAFFDEVELOPMENTOFFICE STAFFOFFICE STAFF

DEVELOPMENTDEVELOPMENT

Office Staff DevelopmentOffice Staff DevelopmentOffice Staff Development

MUST TEACH YOUR OFFICE STAFF HOW TO ADVOCATE FOR YOU AND FOR YOUR

MEDICAL PRACTICE (IN ALL PLACES AND AT ALL TIMES)

MUST TEACH YOUR OFFICE MUST TEACH YOUR OFFICE STAFF HOW TO ADVOCATE STAFF HOW TO ADVOCATE FOR YOU AND FOR YOUR FOR YOU AND FOR YOUR

MEDICAL PRACTICE MEDICAL PRACTICE ((IN ALL PLACES AND AT ALL TIMESIN ALL PLACES AND AT ALL TIMES))


TEACH TO BE KIND, HUMBLE, CONGENIAL, & RESPECTFUL IN ALL DEALINGS WITH REFERAL OFFICES, PATIENTS, WC & INSURANCE COMPANIES, ATTORNEYS, ETC…(IF THEY LIKE YOUR STAFF THEY WILL LIKE / BE NICE TO YOU!!!!!)

TEACH TO BE KIND, HUMBLE, TEACH TO BE KIND, HUMBLE, CONGENIAL, & RESPECTFUL IN ALL CONGENIAL, & RESPECTFUL IN ALL DEALINGS WITH REFERAL OFFICES, DEALINGS WITH REFERAL OFFICES, PATIENTS, WC & INSURANCE PATIENTS, WC & INSURANCE COMPANIES, ATTORNEYS, ETCCOMPANIES, ATTORNEYS, ETC……(IF THEY LIKE YOUR STAFF THEY WILL (IF THEY LIKE YOUR STAFF THEY WILL LIKE / BE NICE TO YOU!!!!!)LIKE / BE NICE TO YOU!!!!!)

Office Staff DevelopmentOffice Staff DevelopmentOffice Staff DevelopmentStaff Should Know “Basic Responses”•Responses to patient complaints•Basic triage techniques (specific to

your practice)•Responses to common patient

questions or concerns•Responses to common questions or

concerns from referral offices•Basic responses to payment denials

Staff Should Know Staff Should Know ““Basic ResponsesBasic Responses””••Responses to patient complaintsResponses to patient complaints••Basic triage techniques (specific to Basic triage techniques (specific to

your practice)your practice)••Responses to common patient Responses to common patient

questions or concernsquestions or concerns••Responses to common questions or Responses to common questions or

concerns from referral officesconcerns from referral offices••Basic responses to payment denialsBasic responses to payment denials


Streamlining the Referral Process• Your Scheduler + Their Scheduler = Good

Friends (Like Talking To Each Other)– Takes to lunch 2-3 x yr (you pay!)– Takes small gift - for workplace (you pay!)– If you get opportunity, praise their scheduler

Streamlining the Referral ProcessStreamlining the Referral Process•• Your Scheduler + Their Scheduler = Good Your Scheduler + Their Scheduler = Good

Friends (Like Talking To Each Other)Friends (Like Talking To Each Other)–– Takes to lunch 2Takes to lunch 2--3 x yr (you pay!)3 x yr (you pay!)–– Takes small gift Takes small gift -- for workplace (you pay!)for workplace (you pay!)–– If you get opportunity, praise their schedulerIf you get opportunity, praise their scheduler

Office Staff DevelopmentOffice Staff DevelopmentOffice Staff DevelopmentStreamlining the Referral Process

• Iron out what is asked for & what is needed (for both offices)

• May need to help referral office get preauthorizations

• Take over appointment cards & EDX pamphlets with your name/address printed on them

Streamlining the Referral ProcessStreamlining the Referral Process•• Iron out what is asked for & what is Iron out what is asked for & what is

needed (for both offices)needed (for both offices)•• May need to help referral office get May need to help referral office get

preauthorizationspreauthorizations•• Take over appointment cards & EDX Take over appointment cards & EDX

pamphlets with your name/address pamphlets with your name/address printed on themprinted on them

Office Staff DevelopmentRetaining Staff

Office Staff DevelopmentOffice Staff DevelopmentRetaining StaffRetaining Staff

• General Guidelines– Be liberal with PRAISE– Be GENEROUS at every

opportunity– Be KIND in word and deed– Be LOYAL– Be Understanding

•• General GuidelinesGeneral Guidelines–– Be liberal with PRAISEBe liberal with PRAISE–– Be GENEROUS at every Be GENEROUS at every

opportunityopportunity–– Be KIND in word and deedBe KIND in word and deed–– Be LOYALBe LOYAL–– Be UnderstandingBe Understanding



• Keep at upper end of regional or local pay scale (can get info from county +/or state medical society)

• Be generous with benefits - good medical and dental insurance, retirement plan, Mercy Flights, Aflac, etc.

•• Keep at Keep at upper end of regional or upper end of regional or local pay scalelocal pay scale (can get info from (can get info from county +/or state medical society)county +/or state medical society)

•• Be Be generous with benefitsgenerous with benefits -- good good medical and dental insurance, medical and dental insurance, retirement plan, Mercy Flights, retirement plan, Mercy Flights, AflacAflac, , etc.etc.



• Be generous and creative with Christmas Party (Dinner & Theater…)

• Be generous with Christmas gifts• Be generous with Christmas Bonuses• Birthday cake/pie & gift• “Whatjabringmes” after travel

•• Be generous and creative with Be generous and creative with Christmas Party (Dinner & TheaterChristmas Party (Dinner & Theater……))

•• Be generous with Christmas giftsBe generous with Christmas gifts•• Be generous with Christmas BonusesBe generous with Christmas Bonuses•• Birthday cake/pie & giftBirthday cake/pie & gift•• ““WhatjabringmesWhatjabringmes”” after travelafter travel



• Be liaison for their medical care• Be flexible with time off• Be generous with vacation time• Treat like FAMILY• Support/sponsor their kids in

fundraisers, sports, school trips, etc. (let them know you want to know of these things…)

•• Be liaison for their medical careBe liaison for their medical care•• Be flexible with time offBe flexible with time off•• Be generous with vacation timeBe generous with vacation time•• Treat like FAMILYTreat like FAMILY•• Support/sponsor their kids in Support/sponsor their kids in

fundraisers, sports, school trips, etc. fundraisers, sports, school trips, etc. (let them know you want to know of (let them know you want to know of these thingsthese things……))



• Encourage development, training, schooling, etc. - DON’T be afraid they’ll leave you! (Judy - college degree)

• Make time to tell staff about your family - and ask about theirs

• Brag on them every chance you get - (it will come back to them - they will feel really appreciated!)

•• Encourage development, training, Encourage development, training, schooling, etc. schooling, etc. -- DONDON’’T be afraid T be afraid theythey’’ll leave you! (Judy ll leave you! (Judy -- college college degree)degree)

•• Make time to tell staff about your Make time to tell staff about your family family -- and ask about theirsand ask about theirs

•• Brag on them every chance you get Brag on them every chance you get -- (it will come back to them (it will come back to them -- they they will feel really appreciated!)will feel really appreciated!)



• Make time to tell funny stories or jokes - let them know you as more than doctor or boss

• Support them - if a patient is being abusive step in - lose one patient (one you probably don’t want to see anyway!) and gain a more committed and loyal employee

•• Make time to tell funny stories or Make time to tell funny stories or jokes jokes -- let them know you as more let them know you as more than doctor or bossthan doctor or boss

•• Support them Support them -- if a patient is being if a patient is being abusive step in abusive step in -- lose one patient lose one patient (one you probably don(one you probably don’’t want to t want to see anyway!) and gain a more see anyway!) and gain a more committed and loyal employeecommitted and loyal employee



• Promote and praise staff members in your literature / on your website / in your words and actions

• Keep an “Open Door Policy”(without crossing boundaries) - be available for and receptive to staff questions and concerns - coding, medical, purchasing, financial, or other questions…

•• Promote and praise staff members in Promote and praise staff members in your literature / on your website / in your literature / on your website / in your words and actionsyour words and actions

•• Keep an Keep an ““Open Door PolicyOpen Door Policy””(without crossing boundaries) (without crossing boundaries) -- be be available for and receptive to staff available for and receptive to staff questions and concerns questions and concerns -- coding, coding, medical, purchasing, financial, or medical, purchasing, financial, or other questionsother questions……



• Encourage certifications (help with $ and time off as needed) - Judy as Notary & getting bachelors degree; Naomi as certified workers comp claims examiner.

• Encourage professional organizations - pay dues and send to meetings -e.g. Judy - OMGMA

•• Encourage certifications (help with $ Encourage certifications (help with $ and time off as needed) and time off as needed) -- Judy as Judy as Notary & getting bachelors degree; Notary & getting bachelors degree; Naomi as certified workers comp Naomi as certified workers comp claims examiner.claims examiner.

•• Encourage professional organizations Encourage professional organizations -- pay dues and send to meetings pay dues and send to meetings --e.g. Judy e.g. Judy -- OMGMAOMGMA



•Encourage spouse and family to come into office occasionally (at less busy times) – staff sees you as parent / spouse (as more than “doctor” and “boss”)

••Encourage spouse and family Encourage spouse and family to come into office to come into office occasionally (at less busy occasionally (at less busy times) times) –– staff sees you as staff sees you as parent / spouse (as more than parent / spouse (as more than ““doctordoctor”” and and ““bossboss””))

Promoting and Keeping EDX Referrals

Promoting and Keeping Promoting and Keeping EDX ReferralsEDX Referrals

• Give talks/lectures to stimulate referrals

• Ask group leader what topic (EDX related) you might present

• No matter the topic make sure the theme is “How my EDX consults can help you and your patients”!

•• Give talks/lectures to stimulate Give talks/lectures to stimulate referralsreferrals

•• Ask group leader what topic (EDX Ask group leader what topic (EDX related) you might presentrelated) you might present

•• No matter the topic make sure the No matter the topic make sure the theme is theme is ““How my EDX consults can How my EDX consults can help you and your patientshelp you and your patients””!!



• FPs, IMs, Orthos, Neurosurgeons– CTS– L/S & Cervical Radiculopathy– GPN– Ulnar Neuropathy– OR other common dxs seen in EDX lab

•• FPsFPs, , IMsIMs, , OrthosOrthos, Neurosurgeons, Neurosurgeons–– CTSCTS–– L/S & Cervical L/S & Cervical RadiculopathyRadiculopathy–– GPNGPN–– UlnarUlnar NeuropathyNeuropathy–– OR other common OR other common dxsdxs seen in EDX labseen in EDX lab



• Do Not Forget PAs and FNPs !!!!!– Talk on “bread & butter”dxs (like for FPs,

etc)– Be sure you emphasize how you can

help with diagnoses & treatment recommendations

– Treat just like physician !

•• Do Not Forget Do Not Forget PAsPAs and and FNPsFNPs !!!!!!!!!!–– Talk on Talk on ““bread & bread & butterbutter””dxsdxs (like for (like for FPsFPs, ,

etc)etc)–– Be sure you emphasize how you can Be sure you emphasize how you can

help with diagnoses & treatment help with diagnoses & treatment recommendationsrecommendations

–– Treat just like physician !Treat just like physician !



• Neuro / PM&R– More detailed presentation– More esoteric topics / diagnoses– Don’t teach them EDX techniques - (you

remain the expert!)– If they see you as the “expert” they might

send you their more difficult cases

•• NeuroNeuro / PM&R/ PM&R–– More detailed presentationMore detailed presentation–– More esoteric topics / diagnosesMore esoteric topics / diagnoses–– DonDon’’t teach them EDX techniques t teach them EDX techniques -- (you (you

remain the expert!)remain the expert!)–– If they see you as the If they see you as the ““expertexpert”” they might they might

send you their more difficult casessend you their more difficult cases



• Podiatrists– Tarsal Tunnel Syndrome– GPN– L/S Radiculopathy

• OB / GYN– CTS - stress importance of EDX if more severe

in pregnancy or after 6 wks post delivery– L/S & Cervical Radiculopathy– Ulnar Neuropathy & GPN

•• PodiatristsPodiatrists–– Tarsal Tunnel SyndromeTarsal Tunnel Syndrome–– GPNGPN–– L/S L/S RadiculopathyRadiculopathy

•• OB / GYNOB / GYN–– CTS CTS -- stress importance of EDX if more severe stress importance of EDX if more severe

in pregnancy or after 6 wks post deliveryin pregnancy or after 6 wks post delivery–– L/S & Cervical L/S & Cervical RadiculopathyRadiculopathy–– UlnarUlnar Neuropathy & GPNNeuropathy & GPN



• Anesthesiologists– Peri-operative nerve injuries - be their

“expert”– Ulnar Neuropathy– CTS

• Rheumatologists– L/S & Cerv Radic - esp. re: myofascial– Myopathy– CTS & Ulnar Neuropathy

•• AnesthesiologistsAnesthesiologists–– PeriPeri--operative nerve injuries operative nerve injuries -- be their be their

““expertexpert””–– UlnarUlnar NeuropathyNeuropathy–– CTSCTS

•• RheumatologistsRheumatologists–– L/S & L/S & CervCerv RadicRadic -- esp. re: esp. re: myofascialmyofascial–– MyopathyMyopathy–– CTS & CTS & UlnarUlnar NeuropathyNeuropathy



Call after each of first 1-5 referrals– “Thanks for asking me to see Ms.

Smith…(then succinctly present findings with recommendations)

– Make a personal comment• “Welcome to the area…”• “Tell me about your family…”• “I grew up where you trained…”

Call after each of first 1Call after each of first 1--5 referrals5 referrals–– ““Thanks for asking me to see Ms. Thanks for asking me to see Ms.

SmithSmith……(then succinctly present findings (then succinctly present findings with recommendations)with recommendations)

–– Make a personal commentMake a personal comment•• ““Welcome to the areaWelcome to the area…”…”•• ““Tell me about your familyTell me about your family…”…”•• ““I grew up where you trainedI grew up where you trained…”…”



Call after each of first 1-5 referrals (cont.)• “I wanted you to know that I really

enjoy seeing your patients and I’ve worked it out with my scheduler so that when you send over a patient I will see them within 1 week” (or whatever time frame you feel you can do for them)

Call after each of first 1Call after each of first 1--5 referrals (cont.)5 referrals (cont.)•• ““I wanted you to know that I really I wanted you to know that I really

enjoy seeing your patients and Ienjoy seeing your patients and I’’ve ve worked it out with my scheduler so that worked it out with my scheduler so that when you send over a patient I will see when you send over a patient I will see them within 1 weekthem within 1 week”” (or whatever time (or whatever time frame you feel you can do for them)frame you feel you can do for them)



Call after first 3-5 referrals (cont.)• “If you ever need me to see

someone ASAP please call me – I can usually work them in that day or the next - over lunch hour, before my regular office hours, or at the end of the day”

Call after first 3Call after first 3--5 referrals (cont.)5 referrals (cont.)•• ““If you ever need me to see If you ever need me to see

someone ASAP please call me someone ASAP please call me –– I I can usually work them in that day or can usually work them in that day or the next the next -- over lunch hour, before over lunch hour, before my regular office hours, or at the my regular office hours, or at the end of the dayend of the day””



• Let your scheduler know that you want to see Dr Jones referrals within 1 week

• If they call and the schedule won’t allow that have your scheduler say “Our next regular appointment is 3 weeks from now, but I know Dr Grant wants to see your doctor’s patients within a week, so let me talk with him…I’ll be right back”

•• Let your scheduler know that you want Let your scheduler know that you want to see Dr Jones referrals within 1 weekto see Dr Jones referrals within 1 week

•• IfIf they call and the schedule wonthey call and the schedule won’’t t allow that have your scheduler say allow that have your scheduler say ““Our next regular appointment is 3 Our next regular appointment is 3 weeks from now, but I know Dr Grant weeks from now, but I know Dr Grant wants to see your doctorwants to see your doctor’’s patients s patients within a week, so let me talk with within a week, so let me talk with himhim……II’’ll be right backll be right back””



Every 6-12 months call major referrers• “How are you – I just wanted to make

sure I am providing you with timely and helpful EDX evaluations…”

• “Is there anything I can do to better serve you and your patients?”

Every 6Every 6--12 months call major referrers12 months call major referrers•• ““How are you How are you –– I just wanted to make I just wanted to make

sure I am providing you with timely sure I am providing you with timely and helpful EDX evaluationsand helpful EDX evaluations……””

•• ““Is there anything I can do to better Is there anything I can do to better serve you and your patients?serve you and your patients?””



• Monitor referrals - talk with scheduler (Review print-outs)

• Call referral providers if there is a drop in referrals

• “I just wanted to touch bases with you – I hope I’m still providing you with timely and informative EDX Consultations…?”

•• Monitor referrals Monitor referrals -- talk with scheduler talk with scheduler (Review print(Review print--outs)outs)

•• Call referral providers if there is a Call referral providers if there is a drop in referralsdrop in referrals

•• ““I just wanted to touch bases with I just wanted to touch bases with you you –– I hope II hope I’’m still providing you m still providing you with timely and informative EDX with timely and informative EDX ConsultationsConsultations……??””



• Provide referral providers with any interesting or good literature re: types of patients you may see from them (or types of patients you would like to see from them)

• Let’s them know you are “up on those types of patients” and would like to see them for the provider

•• Provide referral providers with any Provide referral providers with any interesting or good literature re: interesting or good literature re: types of patients you may see from types of patients you may see from them (or types of patients you would them (or types of patients you would like to see from them)like to see from them)

•• LetLet’’s them know you are s them know you are ““up on up on those types of patientsthose types of patients”” and would and would like to see them for the providerlike to see them for the provider



• After great course at last AANEM mtg on “EDX Eval of Foot and Ankle” I sent copies of the Course Booklet (purchased from AANEM at nominal fee) to my Podiatrists

• They were impressed at the caliber of educational instruction we get at our AANEM meetings

• This solidified and even increased my referrals from them.

•• After great course at last AANEM After great course at last AANEM mtgmtg on on ““EDX EDX EvalEval of Foot and Ankleof Foot and Ankle”” I sent copies of the I sent copies of the Course Booklet (purchased from AANEM at Course Booklet (purchased from AANEM at nominal fee) to my Podiatrists nominal fee) to my Podiatrists

•• They were impressed at the caliber of They were impressed at the caliber of educational instruction we get at our AANEM educational instruction we get at our AANEM meetingsmeetings

•• This solidified and even increased my referrals This solidified and even increased my referrals from them.from them.



Call with Complex or Interesting Cases• “Hey, Jim, thanks for sending by Mr. Jones for

me to see. • He has some complex problems, but after

talking with him, examining him, and doing the EDX eval he looks to have a Neuralgic Amyotrophy and a Carpal Tunnel Syndrome.

• It looks like the CTS has been there a while and I feel his current symptoms are really related to the Neuralgic Amyotrophy”

Call with Complex or Interesting CasesCall with Complex or Interesting Cases•• ““Hey, Jim, thanks for sending by Mr. Jones for Hey, Jim, thanks for sending by Mr. Jones for

me to see. me to see. •• He has some complex problems, but after He has some complex problems, but after

talking with him, examining him, and doing the talking with him, examining him, and doing the EDX EDX evaleval he looks to have a Neuralgic he looks to have a Neuralgic AmyotrophyAmyotrophy and a Carpal Tunnel Syndrome. and a Carpal Tunnel Syndrome.

•• It looks like It looks like the CTS has been there a while and the CTS has been there a while and I feel his current symptoms are really related to I feel his current symptoms are really related to the Neuralgic the Neuralgic AmyotrophyAmyotrophy””


Be Generous & Creative with Xmas Gifts• $300 Maximum per year• “Extended Giving” gifts help remind

then all year long of you• “Thank you for your support & may you

and your family have a Holiday Season filled with good health, joy,and good memories”

Promoting and Keeping EDX Promoting and Keeping EDX ReferralsReferrals

Be Generous & Creative with Xmas GiftsBe Generous & Creative with Xmas Gifts•• $300 Maximum per year$300 Maximum per year•• ““Extended GivingExtended Giving”” gifts help remind gifts help remind

then all year long of youthen all year long of you•• ““Thank you for your support & may you Thank you for your support & may you

and your family have a Holiday Season and your family have a Holiday Season filled with good health, joy,and good filled with good health, joy,and good memoriesmemories””


Promoting and Keeping EDX Promoting and Keeping EDX ReferralsReferrals

Be Generous & Creative with Christmas Gifts• Fruit of the Month Club• Cheese and Bread of the Month club• Cutlery Sets• Food and Beverage Gift Baskets• Handmade Wooden Kaliedescopes• Gift certificates - Bed & Breakfast / Country Inn• Elaborate Picnic Basket Sets

Be Generous & Creative with Christmas GiftsBe Generous & Creative with Christmas Gifts•• Fruit of the Month ClubFruit of the Month Club•• Cheese and Bread of the Month clubCheese and Bread of the Month club•• Cutlery SetsCutlery Sets•• Food and Beverage Gift BasketsFood and Beverage Gift Baskets•• Handmade Wooden Handmade Wooden KaliedescopesKaliedescopes•• Gift certificates Gift certificates -- Bed & Breakfast / Country InnBed & Breakfast / Country Inn•• Elaborate Picnic Basket SetsElaborate Picnic Basket Sets



Report Writing• Include History & Physical

– Directed/Limited for EDX form• “42 y/o R handed male with neck,

shoulder, and R UE pain and numbness with Sh Ext Rot and Wrist Pron weakness and decreased sensation in thumb and index.

– “Enhanced” Directed vs Full H & P for Full Consultation

Report WritingReport Writing•• Include History & PhysicalInclude History & Physical

–– Directed/Limited for EDX formDirected/Limited for EDX form•• ““42 42 y/oy/o R handed male with neck, R handed male with neck,

shoulder, and R UE pain and numbness with shoulder, and R UE pain and numbness with ShSh Ext Rot and Wrist Ext Rot and Wrist PronPron weakness and weakness and decreased sensation in thumb and index.decreased sensation in thumb and index.

–– ““EnhancedEnhanced”” Directed Directed vsvs Full H & P for Full H & P for Full ConsultationFull Consultation



Report Writing• Include Non-EDX Diagnoses

– Shows you are treating the “whole person”

– Is more helpful to referring provider– Is more helpful to patient– e.g. - myofascial pain, DDD/DJD,

bursitis, tendonitis, etc.

Report WritingReport Writing•• Include NonInclude Non--EDX DiagnosesEDX Diagnoses

–– Shows you are treating the Shows you are treating the ““whole whole personperson””

–– Is more helpful to referring providerIs more helpful to referring provider–– Is more helpful to patientIs more helpful to patient–– e.g. e.g. -- myofascialmyofascial pain, DDD/DJD, pain, DDD/DJD,

bursitis, tendonitis, etc.bursitis, tendonitis, etc.



Report Writing• Include Recommendations for Treatment

– Shows you are treating the “whole person”

– Is more helpful to referring provider– Is more helpful to patient– e.g. - meds, PT/OT, surgery, ESI/SNRB,

home program, precautions, etc.

Report WritingReport Writing•• Include Recommendations for TreatmentInclude Recommendations for Treatment

–– Shows you are treating the Shows you are treating the ““whole whole personperson””

–– Is more helpful to referring providerIs more helpful to referring provider–– Is more helpful to patientIs more helpful to patient–– e.g. e.g. -- meds, PT/OT, surgery, ESI/SNRB, meds, PT/OT, surgery, ESI/SNRB,

home program, precautions, etc.home program, precautions, etc.



Report Writing• Always written with an attitude of

gratitude - being thankful for their referral

• Always written with the attitude of “how can I help you with your patients?”

Report WritingReport Writing•• Always written with an attitude of Always written with an attitude of

gratitude gratitude -- being thankful for their being thankful for their referralreferral

•• Always written with the attitude of Always written with the attitude of ““how can I help you with your how can I help you with your patients?patients?””



Report Writing• Always keep in mind that you

are seeing only one patient, but the provider can send you hundreds more over time if he/she feels you are helpful to him and his patients.

Report WritingReport Writing•• Always keep in mind that you Always keep in mind that you

are seeing only one patient, but are seeing only one patient, but the provider can send you the provider can send you hundreds more over time if hundreds more over time if he/she feels you are helpful to he/she feels you are helpful to him and his patients.him and his patients.

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