For Men Only
If you're a man, you need to identify yourself to your clients.
Because the enlightened times in which we live, the folks you're seeing will not assume that you are a medical professional.
Women don't have to deal with this. The assumption will
always be that a woman who's doing this is a nurse, lab tech, or whatever. Not for men. I can't tell you the number of times I'll be into an appointment, and the individual will say something that indicates that they think I'm an insurance agent.
I try to be nonchalant about this. But it's something I try to do with everyone. I usually weave it into the conversation by saying something like, "When I was a hospital nurse, blah, blah, blah ..." In other words, I'm letting the individual know that I'm a nurse, that I'm trained, that I didn't start doing this last week.
I once wore a lab coat. I quit that pretty quickly, and don't recommend it. People get nervous when they see a lab coat, and their neighbors talk. I wear what is often called "casual professional," clothes that are slightly dressy, but comfortable.
But by not wearing white, or scrubs, or whatever, I take away the visual identification. Everyone doing this needs to make your appointments aware of who you are, and why you're doing what you do. But us guys just have to bear this cross, and specifically let them know: who you are, what you do, and why you're qualified to do it.
Positive Thinking, Positive Lives
"You will find yourself refreshed by the presence of cheerful people. Why not make earnest effort to confer that pleasure on others? Half the battle is gained if you never allow yourself to say anything gloomy."
Lydia M. Child, 1802-1880, writer and abolitionist
Forgiveness
"As long as you don't forgive, who and whatever it is will occupy rent-free space in your mind."
Isabelle Holland,
author
Dealing with Know-It-Alls
So what do you do when someone thinks they know how to do your job better than you do?
You know the type. The ones who argue about fasting, the ones who tell you that you shouldn't do their blood pressure "like that," the ones who presume to inform you about how HIPAA works, etc.
(Not surprisingly, these folks never have the professional qualifications that should make them experts in these matters. Not that everyone who's an expert has the qualifications -- some folks are self-taught -- but that's rare).
When someone does this, I play dumb. (There are some who think that's not difficult for me, but that's for another day : )
I usually say something like, "Oh, this is the way we
have to do it. We have things we have to do." Because you're not going to persuade someone who thinks they know it all.
I'm not talking about someone who has a genuine question. I'm happy to answer questions, explain, and teach. But those who are self-styled experts aren't persuadable, and probably aren't really interested in what I might say. What they want is a small soapbox, and me to be their audience.
So I smile, play dumb, repeat my line above about having to do it a certain way, and remind them that I have to be on my way, because I have others to see.
Just don't argue with such people. You can't win the argument, and you'll make them mad. It's easier to just past the situation.
Help With Scheduling
Have you ever scheduled appointments too close together?
I have. But here's a way to help avoid that.
I use an appointment book. But this will also work for computer appointment settings.
The secret is this: when you enter an appointment, besides the name, enter a note about the applicant's location. I usually write down the name of the city where the individual's located.
This allows me to quickly know if I can get to another appointment in time, without having to look up the first appointment's contact information. Not to mention that it prevents me from making, for example, an appointment at 9 a.m. that's 50 miles from a 10 a.m. appointment.
Scheduling appointments can be a major headache in this business. Little tricks such as this can lessen your headaches.
Attitudes and Change
"If you don't like something, change it. If you can't change it, change your attitude."
Maya Angelou, poet
Why It Helps Your Customers When You're Paid More
Believe it or not: you're not the only one who benefits when you're paid more.
Because when you're paid more, it suddenly becomes worthwhile for you to go further. And you're probably more likely to do a last minute case. Or do an appointment at an odd time.
Examiners who are paid poverty scale for their work (and all of us have probably done at least a few cases like that) won't drive very far. And are picky about when they do cases. And tend to work hours very much of their own choosing.
I don't blame them. It's a smart economic decision. They aren't paid enough for the aggravation.
So the next time your pay-per-case goes up, know that everyone benefits from this. You, of course. But agents do, too: you make it easier for them to sell their products. And the folks you examine benefit, too: you are more likely to make their appointment convenient and get it done more quickly.
When You're Going to Be Gone for a Longer Period
The longest I've ever been gone since I've been self-employed was 3 weeks. My son (then 13) and I went to Mongolia and China, and spent time getting to know the Mongols.
I'm usually gone for a 2 week-long periods every year. That's a longer period. Here's some things you need to do when leaving for more than a day or so.
1. Let important customers know. I'm not suggesting you call everyone, but call those who use your services a lot, and let them know. They will appreciate your thoughtfulness.
2. Let your competitors (including any of the Big 4 your customers might be calling) know you'll be gone for a spell. I know this freaks everyone, but you'll have to trust me that this is good for you. Your competitors will appreciate that you are getting them in the loop, and they will often go out of their way to take care of your customers.
Because ... 3: Your customers will call someone else. Of course, if you have sub-contractors working under you, your being gone (hopefully) won't matter. But don't be an idiot and expect your customers to hold all orders until you're back. They won't. And that's OK. Your business will come back. Just trust me on this.
4. Make sure all paperwork is in order. When in doubt, fax a copy to the agent if no one will be there to access your files. Make
certain that all lab specimens have been picked up.
5. Leave a clear message on your voicemail. Tell them your name, phone number, and that you're out of town until whenever. This is my sample: "Hi, this is Jim Huffman, 336-555-1212. I'm out of town for a few days. I'll be back at work on April 19th. Please leave a message, and I'll return your call as soon as I get back in."
When You're Going to Be Gone for a Day or 2
Examiners tend to imagine the worst. They think that the day they take off to go to the beach for a few hours swimming will be the day when their potentially best customer will call, be angry that the examiner is not available, and call someone else, never to return.
So how to handle your business if you're going to be gone a day or so? (Tomorrow, I'll try and cover longer-term absences).
First, stop worrying. Nobody (well, almost nobody) expects you to be on call 24/7. If you do a good job, they'll put up with your occasional absences.
Secondly, be honest. If someone wants to schedule an appointment the day or 2 you'll be gone, tell them you're taking a couple days off, and can you schedule it before or after those days?
If they can't move to another day, suggest that you can set it up with a competitor. This is one of the reasons you should be on good terms with your competition. They'll help you out in such circumstances, and they will ask you to do the same. Know your competitors, speak well of them, get to know them, and help them out. In the end, this will help your business. If you're a newbie, it sounds crazy, but you've got to trust me on this.
Third, change your voicemail message. Make it specific: "Hi, this is Joe Blow, at 555-1212. I'm out of town today, March 19th, and tomorrow, the 20th [or whatever], but I'll be back at work on the 21st. Please leave a message, and I'll call you as soon as I get back in."
(Invariably, you will have someone who doesn't listen to your message, and will be pleading with you to call them back immediately. Some people can't listen; I don't know an answer for such people).
Make sure you're caught up on paperwork before you're gone. Don't leave stuff sitting in the hopper. It's irritating to agents, and it's depressing to see a stack of paperwork when you get back to work. (Ask me how I know ... )
For myself, I check my voicemail messages. It doesn't take long. I also return messages if they sound urgent (if nothing more than to say, "I got your message; I'll call you as soon as I get back"). This is not a rule. If you're really stressed, and need to completely get away, just don't check them. For me, it's easier to do so.
Thinking Like a Business Owner
If you're an independent examiner, there's a subtle change in your way of thinking that has to occur before you're going to be successful. I call it "thinking like a business owner." As opposed to thinking like an employee.
If you're an employee, your concern is putting in your time, getting your defined job completed, and leaving your job behind when you leave. That's how it should be.
As a business owner (even if the business is "you"), you have to think differently to be successful. Your concern as a business owner is making the whole work structure happen efficiently. Your concerns are the whole of the work, not the parts.
It's Sunday afternoon. Someone just left a voicemail, asking about an appointment on Tuesday. I called them back, and set the appointment up for Tuesday evening.
I would not ask an employee who wasn't at work or on call to return a call on Sunday afternoon. But I'm not an employee. The call took about 5 minutes.
Now Sunday is generally my only normal day off. I don't work on Sundays, because I think everyone (even me) needs one day that's generally without work concerns. But I don't mind an occasional call.
I'm not trying to make a rule for you. If you're eating dinner with your family, you don't have to jump to answer the phone. If you're playing a video game with a buddy, folks can leave a voicemail. What I
am suggesting is that you -- as a business owner -- be a bit flexible. Be willing to make calls a little out of the ordinary. Be willing to bend your routine. It's that flexibility, that effort to be of service that sets you apart, and the effort that keeps customers calling back.
Being Hard on Your Clients About Blood Sticks
There's no "one" secret to getting a good blood draw. A number of factors work to make it easy on you, and (relatively ... ) pain-free for the one you're sticking.
But resting the arm on a hard surface is right up there in the top five.
Why? Because when someone's arm is on a soft surface (such as their knee or a pillow) or not on a surface at all (here I'm thinking about folks who want to hold their elbow cupped in their other hand), there's a tendency for the arm to move. Ever so slightly. But move it will. And when it moves, that vein you've got for a target will move too. Ever so slightly. But often just enough to cause you to miss.
Resting the arm on a hard, elevated surface will help you to have successful blood draws. A stack of books would work. Or a hard arm of a sofa or chair. Actually, a sharps container works great, but it's kind of weird, and I don't recommend it.
But just be sure to give your clients a hard time. They'll be glad you did. : )
Sources of information
When I started as a nurse, I usually subscribed to at least 2 journals. That was in the early 1980s, back when the internet was just a gleam in Bill Gates' eyes. I haven't subscribed to a journal for many years.
One of the reasons I let the subscriptions drop is that the information wasn't focused enough on what I'm doing. I have a business where I provide insurance exams, and while I still maintain some interest in hospital-based nursing, it's not important enough for me to spend time on a journal for it.
(I won't say "spend money." One of the things most adults learn is that the cost of reading time is far more valuable than the cost of the subscription. Most of these journals -- the ones I was reading -- ran from $20 to $30 a year. That's pocket change. I value my time at around $50 an hour. If I spend an hour reading a journal, I've just "spent" $50. That's something we have to keep in mind when reading).
The bigger reason I don't get journals any more is that the internet provides far better resources for my work. I can search for very specialized information that the journals just can't provide. I'm especially using other bloggers as sources. What we need to do when reading blogs (and other sites) is that the site doesn't have to specifically be for insurance examiners. Bloggers dealing with other business aspects can be invaluable to us, and provide insights we might not otherwise see.
Tao principles for making the practice work
From http://solodoctalk.blogspot.com/
This is from a very fine blog. The writer is a doctor, working in a solo practice. Some of his stuff doesn't apply to us, but I've found that a lot of it does.
1) When the phone is not ringing, organize your desk.Transform your anxiety into a positive action. Organize your contacts. Call them. Reach out. Go to networking functions. Don't just sit there. Send your established patients a newsletter. Or even a thank you for being your patient. Get organized, and that phone will start ringing again!
2) When your weekly numbers drop, let go of controlling your practice. I've found this to be true from the beginning. There's an energetic loop with the flow of patients. The more you want to control your weekly numbers the more they bend away from you. Yes, I know this goes against the mathematical explanation of
regression to the mean, but this is the Tao of practice. Your mental state will influence your outcomes.
3) When the checks slow down, visualize the free and easy flow of money.A little Tao dictates substituting negative thoughts with positive visualizations. The more one hords one's money, the more one constrains it. If no one spent any money, then there would be no economy. It's the flow that keeps things moving. Getting into the mindset of the flow frees you from the constraints of counting the daily numbers. Things always balance out somehow.
4) When you can't sleep at night because of worry, breathe out the worry and breathe in visions of success.Success is already around the corner. It's out there for the grabbing, but spending too much time worrying is going to alter what you do for your success. A little worrying is ok, if it motivates you to action. But too much worry is an energy drain that does not benefit your practice. So breathe out those worries, and breathe in your success.
5) When your practice doesn't feel ideal anymore, find your center.It's when you are centered that you truly know what your ideal practice is. If you've strayed from this point, don't fret about it, just find your center again. Write about your practice -- how it is, and how you want it to be. Just write. You don't have to have the answers right away. Writing this out, your subconscious will start working on those answers that will wake you up in the middle of the night with a "Eureka!"
6) And finally, the ultimate Tao: Keep yourself healthy and balanced.Keeping yourself healthy and balanced, will keep your practice healthy and balanced. Many doctors sacrifice their own health in service for others. Although altruistic, eventually this will catch up with them. A significant portion of doctors suffer from depression or substance abuse. So take time to keep a healthy mind in a healthy body. Meditate. Exercise. Eat heathily. Keep your system clean. Plan Spring and Fall detox diets. Keeping yourself balanced will make you a better doctor. If you have extra free time because your numbers are not up yet in the early years, don't fret about that either, go to the gym or spend extra time with your family and friends. Enjoy the ebb and flow of life.
