How to Be a Profitable Healthcare Entrepreneur w/ Cynthia Andersen
Tools mentioned in this episode:
- Grab our FREE Practitioner Tool Kit to get a list and review of all the platforms Kendra and Christine use personally in their businesses to save time, money and generate consistent income.
About Cynthia Andersen:
Cynthia Andersen has a passion for helping privately owned medical practices succeed. She is a highly energetic, optimistic and enthusiastic person with a passion to help private medical practices that are struggling financially. Her mission is to train medical practices how to drive profitability and eliminate physician burnout, so they can focus on the priority of treating patients.
Contact Cynthia Andersen:www.MeetwithCynthia.com
Christine: Hello everyone and welcome to this new episode of the 360 Health Biz Podcast, and today you can see it's a full house. We have a very wonderful guest here today, but first, as always, let me introduce you to my beautiful, wonderful, smart and sexy host, Kendra Perry.
Kendra: Hello. Love it, love it, love it.
Christine: [inaudible]. The awesome twosome here, and as always we will start this episode by having you or asking you actually to have you help us, which is that you pause right now. You go over to iTunes, look for 360 Health Biz Podcast, and you give us a five star review and that will make our day.
Christine: Don't even have to write a lot. Just say it's cool, it's hip, their cute, their funny, their intelligent, whatever you choose [inaudible]. And just leave us a little review and comment, and five stars, and it would just make a huge difference. More people we get to see us that need to hear from us, especially as today's episode is going to be super awesome because we have businesses and we need and want to make money, because we can have more people. We can have a better life. We can do lots of great stuff with money. Money doesn't need to be spending on evil things. You can do amazing things with it. So we have our very, very special guests Cynthia Andersen here today. And we're going to pick her brain on everything that she's noticed that is, you know, our querks, because we health people are very certain breed, and you have very odd kind of, you know, little, how would you call that, yeah, querks, I would say. So Cynthia, welcome so much to this episode. I'm really...
Cynthia: Thank you so much ladies for having me. I'm so excited to be here and help your wonderful, awesome audience.
Christine: Absolutely be able to help them. Totally. So tell us a little bit about, I think for you, it's super interesting what you do, but not only what you do, but how you got to focus on us weird health people crap.
Cynthia: Well, what's interesting is healthcare providers spend their entire lives helping others, helping patients, and helping their health and all worried about patient care. And a lot of the times it ignore, they ignore themselves, and their businesses, and growing their business, because they're focused on patient care. And so what I have found is that healthcare practitioners end up becoming burnout of running their practices because of the day to day practice workflow issues, because of the scrutiny sometimes, if they're filing insurance claims that they're dealing with the government, and such, and what, what's happening is they're having to close their practices or does not make it work and who's getting affected, but us patients. So I've made it my mission, and I'm very passionate about helping these healthcare practitioners not only stay in private practice, but thrive because if they don't it's going to affect everybody. And that's really my goal in the bottom line, is to help them drive profitability as well as streamline their practices so they're not going to get burnout and just quit on us. That's what we don't want. We don't want that happening.
Christine: Absolutely. There's a magic word there, which is like streamlining, I adore it, right. So let's talk a little bit about, you know, you've been in business for a long time, helped lots of businesses. So what is like the typical rookie situation that you see? You know, you have this just about to burnout practitioner, who is you know, super excited about their job and it's just getting too much and you come in. And so what is the situation like? What are typical red flags?
Cynthia: Excellent question.
Christine: And we're listening will say, oops, oops. OOPS.
Cynthia: Excellent question. Typically the biggest thing that happens are financial struggles. Where they see the bottom line and there is money not coming in. However these practitioners are again, are driven to help patients and help their health, their health. So they think that the only way to drive revenue is to bring in more patient sometimes. So they'll tell the fun of its double booked, triple, but the, I don't care does get more patients in here, because that will equal more money, and that's not necessarily the case. What happens is they don't have the proper infrastructure in place to handle the influx of patients. If they did bring in a whole bunch of more patients, they don't have the infrastructure which leads to bad customer service. And so one of the biggest thing, and I ended up training and help coaching these practitioners, is that they're running a business, and their patients are customers. So it's that business one-on-one adage that customer service is king, right. And patients now not only have a choice over the practitioners they go to, they have a voice. And they have a voice and all these social media platforms that weren't around 20, 30 years ago. So there's so many other concerns that they're dealing with. But again, usually the big red flags are the financial struggles, and if they're getting more patients in there potentially getting patients that are waiting past 45 minutes past the appointment time, And they're going online and complaining and then their whole office is not having good energy basically because they're getting yelled at from the practitioners, they're getting yelled at from the patients. They're getting yelled at from everywhere. So they have high turnover and not bringing the proper people in place and training them because they don't have the time, also. So they're dealing with so many struggles. It's unreal.
Kendra: Yeah. And this, this really speaks to me because I feel like when I first started getting busier, you know, I did the same thing. I have to take on all the clients I just said yes, yes, yes, yes, yes. And I mean, so many of those people maybe weren't ideal clients. They were people who were very high maintenance. They took up a lot of my time. They took up a lot of my assistant's time and it's incredibly draining to try to juggle that many people. And you're right, that the client does ultimately start suffering, right? Because you can't remember like, you know, right from left, you're just literally trying to juggle all these people. And we were talking a little bit about it before we hopped on the recording, but do you think there's some mind-set stuff involved in this? Do you think people's money mind-set, money blocks plays into this?
Cynthia: I think so. I think so because healthcare practitioners get into this industry to help people. And part of that, it's this nurturing, this caring aspect. And when I start talking about money, then it's immediate like, 'Oh, I shouldn't be worried about money. You know, I'm worried about patients.' And thinking that they are separate focuses and they're not, because if you're not running financially healthy, a financially healthy practice, you're not going to be in business to treat your patients. So you're absolutely right, Kendra. There's a lot to do with the fact that that you have to, you have to care, take care of your practice financially, make sure the door stays open, to be able to continue to treat the patient and treat them properly.
Christine: Yeah. Do you find there's a difference in age, like does it make a difference whether someone is new or whether do also have like seasoned practitioner, Who's been in the business for a long time, and who might be listening thing like, 'I don't see another option here and I've been doing this, I've tried this man. Nothing's working.' So what is, for example, one thing that you can suggest where people just go like, 'Oh.' Like it's maybe so obvious or it just like the thing that, you know, I think we think it a certain way, just like a blind spot for people like us in air quotes.
Cynthia: For the most part, practitioners that have been practicing for over two decades, for the most part, they are reluctant to bring in technology.
Cynthia: That's a big hurdle with them is that technology. They're like, 'Oh shoot, no, no, no, no, no, no. I've been doing this for decades, things were great before,' but not realizing that their patients are wanting a lot more online options and more line, online opportunities. In addition to that, you are doing duplication of efforts in your practice if you're not utilizing technology the right way. So again, that's the biggest struggle with these older practitioners is bringing on technology when it comes to scheduling, online scheduling, right? They don't understand the difference between web based as opposed to server based on why that makes a difference. If they're growing different locations or if they're, you know, if there are multiple locations, you can't have a server based almost anything. So again, these old school, even mentality, type practitioners, you know, they don't think this internet thing is going to stick around.
Kendra: Yeah. And like I won't even book with someone if they don't have online scheduling. Like when I'm trying to like use up my benefits, it's like you don't have online schedule, that's going to waste time in my schedule because there's always so much back and forth that happens. Or I have to pick up the phone. I hate picking up the phone. I just right click the link.
Cynthia: Exactly. And that's the wave of the future. 68% to be exact, 68% of patients right now prefer to choose a doctor that has the ability to do online scheduling, pay your bills online, and check your medical records online. So if that's not an availability, a doctor that's been practicing for 30+ years, that decides this Internet thing's not going to stick around, he may lose a potential patient because of that, and that one patient could revenue, depending on the specialty, that one patient could revenue thousands of dollars in one year, let alone the lifetime of that patient. So there's a lot of things like that. Little, again, back to the mind-set as well, is that maybe not understanding technology the proper way to implement it and not understanding that taking a step back to work on your business sometimes is ideal to say why do we have these different systems that don't talk to each other or why did we choose these systems that are server based and not web based and why are we spending all of this money on these different things that are causing us more work as opposed to less work. So sometimes it's taking a step back and that's where I kind of helped them look at. I look at the entire practice workflow to identify what those in those cracks or leaks might be.
Kendra: Right? And so if, if you have someone who, you know, maybe they're a new practitioner looking to start an online health practice, or maybe they're someone who's kind of trying to make that transition from being like all in person, like, you know, nineties dat, whatever, like dos system into the new age, like what would be sort of the two or three top systems that you think people absolutely need to be implementing.
Cynthia: So they need to have a good practice management system. Number one, practice management system. Now there's different systems that are geared to different specialties. So acupuncture, there's a whole different set of systems just for acupuncture, massage therapy, there's other systems for surgeries, and family practice, right? So getting a system based on your specialty is key. So having a good practice management system is key. It's going to have your schedule, it's going to have your billing. If going to do any kind of insurance billing as well as patient billing all in one. Having that all in one is key. Also when you're checking in patients. So you can check, do they have a balance? Do I need to collect that balance right now? Am I re-verifying their insurance? Are the cash pay? If there's a cash pay, I need to have a process in place that gives them what my cash pay policy is.Is it written? Is My front office, is everybody trained on this policy going from a to z? Right. So again, it's having that good practice management system. Now if they are a clinician that is doing charting and doing a lot of clinical notes, have an EHR system, electronic healthcare record system is key and even to add onto that, if they're doing a lot of clinical nodes, one that integrates with their practice management system because when it doesn't, they're doing duplication of effort. If you're putting in one patient demographics into the practice management system, why enter it again into this other system and you're going to need to have that connected and then again back to the patient portal. Having access to that. Having an EHR that has the ability to provide their patients their information, which is going to cut down the phone calls that come into the office such as, let me check my lab reports, let me book an appointment, let me make a payment, let me do all these things. Why not just give them, the patient, the ability to go online and self-serve. That's what this whole new generation is all about, is self-serving. I want to go on a PMI line, online payment. I don't want to call and they'll have to wait for somebody to get on the phone and then give them my card number. They're going to write it down or a poster note, and I'm going fear what's going to happen to that poster note. So, I wanna self-serve. And so it is, you know, it's getting into this day and age and understanding what patients' needs are and that's one of them, not just patient care. That's one of their needs.
Christine: Absolutely. Totally agree. Now the other thing that I remember we talked about was that, and you blew my mind with that, is actually for people who already have a practice, is to take some of their process online and some of it offline or even have different steps and I don't really remember what it was, but it blew my mind. I think it was that you can have your patients or your clients do some work in advanced in way. Was it something like that that you suggested? And I was like, 'Oh my God, that saved me so much time.' Do you remember what?
Cynthia: Right. Well, you're absolutely right. So first and foremost, any process or any step in a practice needs to have a designated process and usually the most cumbersome is when a patient a new patient. They have to come in and fill out a boat load of paperwork. Right. The doctors never or any practitioners never seen that patient. So they're not only building on demographics that are filling all their history. They're filling out everything. And usually when you're a new patient, you're going into a room, somebody has got to get that information from you. Write it down, put into a system and there's all of these steps, so why not just streamline that and give your patient the ability to write down their own history, who knows their history better than themselves, why not give them access to a link prior to them walking in the door and then writing down all of the medications that they're on, all of the surgeries that they're on, their family history, everything, again with the integration, that integrates directly into an electronic healthcare record system so that when the practitioner needs to treat the patient or examine them there, that information is in there and they can verify and pinpoint what is necessary and spend that time focusing on the patient rather than, 'When was your last surgery? What is your, what does your father have this? There's her mother have this?' And again, it's good information, but if the patient does it beforehand, why not spend more quality time with that patient?
Christine: Absolutely. And I think we also discussed that, you know, we do a lot of groundwork, a.k.a explanation, before actually you could do a little video course or something like that that you know, they would just watch before actually coming to work with you whether it is in, in person or online, you know, so that you can actually get started right with their issues. So Kendra and I, we run lab tests, so it would be a good idea to explain what the system is or what we are looking for so that they understand the process and then when we get to their result and it will make more sense to them, that would actually save a lot of time, and the ground, you know, system, how the body works the same for everyone. Afterwards their lab tests will be obviously be most specific and different. But things like that save so much time. So I think we also talked about that and that might be an option.
Cynthia: Right. And it's interesting though, because that same concept works not only as a practitioner giving education to their patient, right? Because like you said, it's the same information but then the specifics you're going to go through in depth. So spending more time on that quality. So that's over and over again. It's the same concept when you're training your staff as well, so the process is the same, so instead of every time you had to hire a new front office or every time you have to hire an MA, or a back office or whatever, you're going through the same training over and over again. So again, back to technology. Why not use technology when it comes to both of those cases, where it's the same great information and you can record it once, have a supplemental word document that goes along with it and you're giving them that information so you're not having to, I don't want to say waste, but you are, you're wasting that time again and again when you should be spending, as the practitioner, you should be spending more quality time with me, telling me, tell me about me. That's what I want to know, but I don't want to know about these averages, I'll listened to that really quick, but I'm going to be more attentive to you when you're talking about my specific lab results. Right? So that's what a patient wants. So yes, you're absolutely right, using technology.
Kendra: Right. And it just helps us streamline things so much. I, I recently did this in my own business because, you know, I was kind of giving the same answers, a lot of the same stuff for all the people. So I created a members area that people get access to before, you know, while they're waiting for labs. Because obviously lab work takes time, you have to send the kits, they have to send it in, wait for the results, all that stuff. And while they're waiting, they can go watch videos, they can see how the process is working. I have like lab turnaround times, like recipes, like everything they're going to need so that when we go over the results, we don't have to talk about diet, we don't have to talk about sleep, the importance of sleep or exercising or any of that stuff. Like we're literally just talking about the lab results, how that relates to their experience and what we're doing moving forward in terms of being specific.
Cynthia: That's perfect. That's beautiful. That oh my gosh, yes. That's streamline. That's what streamline is, you're focusing on the things that you need to focus on and you can always revert back to, 'Remember when we talked about or when you watched this video on this, go back to this about education or educating about nutrition, go back to this about that.' They can always refer back to it and that's ideal because again, you're going to have the same FAQ's, right? You're going to have a patient, they'll go through the same thing of saying, 'I don't know about this, how long it takes to get my labs and what does it mean this? What am I going to do in the meantime?' So it's fantastic. That's a perfect example. Perfect example.
Kendra: Yeah, and you can save a lot of money too because if you have, you're paying an assistant hourly or something like that and they're getting asked the same customer service questions over and over and over again. I mean, that's their billing for that time, so why not have the FAQ's in your membership and your contract or like however you're setting that up.
Cynthia: That's excellent. Excellent tips. Absolutely. Another reason why all your listeners, everyone needs to give a five star review right now. Right now.
Kendra: Yes. Yes.
Cynthia: This is great content. This is worth five stars right here.
Kendra: We love you and we want you to come hang out with us every week now.
Christine: You can do the intro. So what is some of the things, what are some of the blind spots? Like a typical one that we really don't see. Like, you know, I think it's like, okay, we see the administration. Is there anything else where you'd say, okay, when I go into a business they don't like to hear it. It's the most painful one. So I've been thinking maybe pricing. Is that a topic that you have a lot of discussions on with your clients?
Cynthia: So, I do. A lot of the time. I mean, it's interesting because Kendra mentioned this earlier, and it was the idea of you may want to build your business, build your practice and treat patients and you think just getting more patients is the key and that may not necessarily be the case, it's identifying what type of patients are you looking for, what type of clients are you wanting into your practice? Because unfortunately they're not all equal. Right? And sometimes you may get a client or a patient that takes up all of your resources, all of them that may be is not one that listens to your education, is not what I call 'coachable,' right? If a, if a practitioner is giving you know, advice or you know, patient education and that patient's just not taking it. And yes, that patient will be a patient for, for you for longer because of the fact that they're not actually getting better. I don't know if that's good or bad thing. I don't know if it's something that practitioners want a patient that doesn't listen to them because they have a patient for life or it is, I want, their goal was to get patients better. So again, and when I go in, I look at what I call their payer mix, because not all practices take insurance. A big, a big up and coming trend is to have these concierge type practices where patients will this pay a monthly amount and they get access to their providers whenever they want. And the other model is called the DPC model, which is a direct primary care model. So these are more up and coming and it's specific, specifically to these practices that are struggling with filing insurance claims. So when you're filing an insurance claim, you're at the mercy of that carrier of whatever contract that you decided. So when a practitioner starts their own practice and they decide I want to be in this payer, BlueCross blue shield or whatever, this as an example, and they just want to become a network, and sometimes with these new payers or these, these, yeah, these new practices that start, they'll give them really just tiny reimbursements and the practitioner doesn't know any better so they'll have a sign off saying, yes, I'm in network thinking it's all the same and that's not necessarily the case and now they've signed this contract that said you're going to get pennies for every time you [inaudible] and now their tan, their hands are tied for two or three years depending on how long that contract is. So because they're so desperate to become a network thinking because it's kind of a marketing technique, right? To bring patients in but not understanding all the nuances. So that's what I'm saying is after they suffer from that, then they'll just turn and go, okay, I want to go concierge or a hybrid or something of that because they don't have to see as many patients. So instead of seeing 2,500 patients a month, they only need a see 500. Getting their life back potentially. And they're getting paid immediately right up front from their patients. So that's usually the first question when somebody wants to start a practice, depending on their specialty it normally get asked, 'Do you want to accept insurance or do you want to be cash pay only and make a decision now? Because there's pros and cons.'
Christine: Yes. I love this. For us, I mean it's not even a question, like I think the labs that we run this just like privately anyway, so we're concierge services, but people who are listening to this might be in this exact position. So I absolutely love this. It's the first time, like I'm not in the US. Right? So I don't have that system...
Kendra: And neither am I. I'm a Canadian.
Christine: [inaudible] but this is the first time in any of the courses that I've taken, and I've taken a lot of health courses, health coaching courses, all kinds of courses? This is the first time I'm actually hearing this being talked about this way. I've never heard about this before. If you haven't either, leave us a five star review.
Kendra: Dear God. I think we're going to start writing people at some point, we're going to have to start like, you know, bribing them in some way, shape or form. Like we will give you something. We will give you money and we'll give you a shout out on air with your name and your business name. Yes [inaudible].
Cynthia: Well I will, I do want to offer your listeners something. If they do give you a five star review, they can go over and get a free consultation with me for 30 minutes at meetwithCynthia.com.
Christine: Oh my God, [inaudible].
Cynthia: So go, go give a five-star review right now. Then go to meetwithCynthia.com. You gotta prove that you gave a five star review and then I will meet with you for free for 30 minutes.
Kendra: Oh my God, I love it. I love bribing people. It's the only way to make people do things sometimes.
Cynthia: It's called reciprocity, it's reciprocity. You give something, they're going to get something back to you. Absolutely works.
Christine: You are amazing, I'm in love.
Kendra: [inaudible] and I just, I just love how you're talking about like seeing less clients because I mean depending whether you're a licensed medical professional, if your doctor obviously you're seeing people in a different way then if you do kind of like what me and Christine do, which is more of like a health coaching thing and like I know Christine, like you're only taking on like a couple of clients a month because you do high ticket clients. I probably only take on like three or four, maybe five a month because we charge really high prices for the really good work we do.
Christine: Yeah, I have five at a time, which means that because I see them every two weeks or every three weeks, I have like two, three appointments per month with clients, not more. I literally only need one client every two months. So in order to cover my basic basic basics. Right. But I mean when you said the concierge service, that's my game. Like, I love this. Like I don't want to be seen as a concierge service, but I do like the notion of that and I find that instead of trying to beat the insurance system, which is not designed to help you, let's be very frank about that, but it's so much smarter than to see, okay, I cannot beat that system. Why don't I create my own one? And when people do that, you know, you need to be ready. You need to be a, know what you're worth. What do you find? How do you help those coaches or those practitioners who very insecure about their pricing and you have this firm belief that I hear over and over again that people will pay them.
Kendra: All the time.
Cynthia: Yes, well. Here's an interesting concept. So as a patient, a lot of the times we feel that we want immediate gratification on anything in life, right? That's a lot of the times people want to think right now, what am I going to get for this right now? And it's difficult for patients to understand the value of getting good healthcare and getting, getting treated preventatively and what that's going to save them in the long term. So part of it is that education of is you're going to continue to eat crappy, put crap in your body. If you're going to continue to lead, lead, lead, a lifestyle that's going to deteriorate this to you. I'll give you the actual figures of what's going to happen to you when you are going to be hospitalized for x, y, z. When you get diabetes, and when unfortunately I've seen this massive too many times is people getting diabetes, not listening to their doctor and losing toes and losing horrifically. I mean I know that's extreme, but it happens. It happened. So not only are emotionally, you've got to deal with that and physically you can't be as active and live as long, but not just that is that financial burden of if you're leaving that for yourself or a spouse or your children to take care of you. Again, that's. It is difficult. Like you said, for some people to know their value to say I'm going to treat this patient for x amount of dollars, but a patient needs to see the value in that service and the value in their health, because you don't have one body,
Cynthia: and you only have a certain amount of time with it, but you can almost dictate that time. I mean, you know, putting aside hereditary things, but, [inaudible]
Christine: No, yeah.
Cynthia: and not just the amount of time, the quality, the quality, my energy, my whatever. It's putting that value on what is my, my quality of life worth. So.
Christine: And, I mean what you said as well is to maybe call their bullshit and actually say, I know that you want instant gratification. I know that when we go into the store and we swipe that card and it bends to hell, you know, at least you get something to take home. It's two different processes. So I think it might actually be in a sales process, be a good idea to tell people that, you know, this is how your brain works. This is what your brain is right now trying to do. It's trying to make you stop spending your money here and spending for something that is giving you immediate gratification. It's neuroscience, it's how we work, but here's the bigger picture. So I think I might introduce into my sales [inaudible].
Cynthia: Yeah, bigger picture, bigger picture mentality is, is you know, what would you do with a better quality of life? What would you do if you felt healthy? What would you do? And having them visualize and think of what does that look like? If I didn't have this illness or how to be relying on this medication or whatever the case may be. What would you do? Let's let's think of that goal and you know, again, to put the value on it. How much are you willing to not only put in your time investment but financially this is worth so much.
Kendra: Yeah, it's worth so much and I think it's a really important like mind shift that practitioners have to make because you're not out there selling a shitty broken vacuum like you are selling transformation. You are going to change people's lives, right? Like if they follow your program, commit to you and stick with you, like they can change their life. So you know, it's not like you're just like, 'Ooh, like buy this shitty vacuum.' Like sure, it works. Like mmhhh, that's not what we're doing here. And I think that mind-set has to happen on the practitioner side. But like you said, like the client needs to see that, like this is really valuable because if you get sick, I mean you're not only going to lose money but you're going to lose time, quality of life, time with your kids or doing whatever it is that you really want to be doing. Right?
Christine: Client and the practitioner. I find that it's very often the practitioners themselves who don't actually realize that value. So everything you've just said, it's not just for the clients, people who are listening. This is for you too.
Christine: This is what we do. It's beautiful. It's amazing what we do, right. So I, I love how you, you know, we should, I think we have very often coached on how to sell things and we kind of do it for patient, but we don't do it for ourselves.
Christine: So I find there's a lot of crap that's still stuck behind that, as in theory I know, but I don't really, really know [inaudible].
Cynthia: It's because it's that it's that I'm here to help a patient and its kind of taboo to talk about money sometimes I'm like, 'Oh, I don't want to tell you how much this is,' and 'Oh, I feel gross about it,' but it's the way of life, right? You are valuable. You're worth something to give that information. So you're right. If that practitioner that needs to understand there's so much value that they're giving that they are worth that amount.
Christine: Yeah. And I find that people sometimes need the bigger picture of what they can do with money. So money is not good. It's not bad. It's nothing, it's neutral. It's literally, it's nothing. What do you do with it that makes a difference? But if you have a lot of money, who's not to say that you're going to take certain hours, you need less clients, who's not to say that you're going to do pro bono cases now, and really have some people, who's not to say that you're going to take your profits, put it philanthropy, put it into research, into whatever your heart desires. You will be able to make a bigger impact, you know, using your money positively when you you have some, than not being able to serve anyone. Right? I find that once you get that mind-set and you have a why that is much bigger, it's so easy to love money because you know that it is going to help you with your bigger goal. That's ultimately something amazing and beautiful.
Cynthia: Right. Right.
Kendra: Yeah. And you need money to do that and I think people don't realize that, right? Like they, you know, they have these weird views about money, like you know, people who maybe they were raised with a lot less or you know, maybe they think rich people are greedy, right? And there's a lot of people who've made a really bad name for money in the world, right? But we need more people like us, like health practitioners who are out there to serve and help people. We need more of those people with money in this world.
Christine: Yeah. And your why can be very individual. I always have to laugh because my why has nothing to do with people. I want to rescue animals from poaching. Especially baby elephants. That's my deal.
Kendra: That's so cute.
Christine: That's my thing. I went to buy a helicopter and chopper and private plane at some point for the foundation that I am supporting. I need cash for that, right.
Christine: That's my ultimate goal. And it doesn't matter what it is, you know you can have you own, but I think if you have that placed you channel differently and you can do a bigger impact in the long run. So.
Christine: And then you can have people working for you that you substitute money. For example, you have a branch or you have a foundation in or anything like that way you can [inaudible] who might not be able to have your bespoke one on one services. But you need to have a bigger picture instead of just weekly and weekly. Right?
Cynthia: Right. Agreed. Everybody needs to have their own why, that, that speaks to them, that resonates with them. And it could be as simple as I want to transform a one person's life or two people's lives, and that then will give them fulfilment, but there is a value to it. So again, it goes back to everybody is going to have their own why. So finding out what that is and that being the ultimate goal, what you strive for, that's what's key. And then how to get there will all work out.
Kendra: Yeah, absolutely. I love it. I love talking about money. Makes me happy.
Christine: [inaudible] So if people work with you, what does a package like that look like? So when you analyze their stuff, you pinpoint what can we streamlined, how else? How can I envision being your client?
Cynthia: So what happens for the most part is I will get people come to me. Like I said, their red flags are usually financial, right? Where they can't make it work. They have their overhead's too high. The reimbursements are going too low and they just feel that they feel the burden somehow, and so they don't know what is wrong. And so my first initial interaction with them is, let's identify every step of the process. How are you getting patients? What, how are you checking them in? How much staff do you have? What your overhead? Let's look at the entire work flow. Let's look at everything. How do you treat them? Do you treat them in person? Do you treat them online? How do you bill them? What if they owe you money? How do you access information? What is your support staff? Look on the back end. What do you do for follow-up? If you do you treat them once? Are you following up to make sure that they're, you know, everything is going properly? You know, what do you do for no shows, appointment confirmation. So we look at the entire process. It's easy to say that every practice works the same, but it doesn't, it really doesn't. Every practice is different. Everyone's gonna have a different mind-set, a different process, a different kind of comfort level, if you will. So it's identifying where the cracks are and if there's processes in place, if there's no processes in place, what's leading to this financial struggle. So that's what I identify. Now from that then I customize what I feel might be necessary, could be an easy fix, it could be simple fix, just say you need this technology and once you implement it, everything's going to be streamlined, or it could be broader that they need more one on one time for me to actually help implement a process as system technology and then train the corresponding staff to use that. So it is, it is customized because every practice is different. Again, back to your goals. Every goal of a practice is different, are they wanting to build it up and bring practitioners underneath them? Are they wanting to, you know, take away time from their own schedule and bring up these other schedule, are they wanting to build it up to sell it because that's happening right now a lot too, is that there's a lot of practitioners that are at retirement age that are looking to sell their practice. So what does that look like? Is it, is somebody gonna want in, want to come in and buy your practice if it's not streamlined, if it's not efficient, they're not going to want to come into a whole stack of paper, I'll tell you that right now. It's not going to be worth anything. So what is the value of your practice? You know, not having, not having any systems in place. So again, the, every practice is different. So that's where I start is first of all, not by assuming anything. I know the statistics, I know the stats out there with the averages are, but I, I don't care necessarily when I'm talking to a practitioner. I want to know what is your goal, what is it currently functioning, what do we want to get to? And then kind of give them the outline of what that entails. Some people are DIYers, right? Where I just give them a recommendation, here is the set of recommendations, do it yourself, or do you want me to hold your hand, and I can do that. So every personality type is different. Everybody's level and their practices different. Like you said, stated someone who wants to start from the ground up, where do they start? Well, let's find out where are you going to get your clients? We're going to get your patients? How are you going to get them in? What are you going to have to support staff? Are going to see them online or you because that's a whole new thing to even. Or you see them online or you can see them face to face, right? There's a lot of considerations that need to take place before you opened the doors. And that sometimes doesn't happen. That has opened the doors. I, if you build it, they will come. Sometimes the mentality that's not necessarily [inaudible]. So it depends, to answer your question, it depends on where the practitioner is at.
Christine: Absolutely. I love that there is a place to go, right? Because I find that so often people struggle and it's just who do I turn to and we all have our models, which doesn't mean that my model is completely different to Kendra's. Because Kendra's a different person, we figured it out in our own ways, but I find that especially if you have already something bigger in place to just need to have someone come in and it's always for the better. Like I'm very much into throwing money at the problem if I get a bespoke solution afterwards that is bringing me so much more freedom in the end. Right. So if you leave the five star review, you get a free consultation with Cynthia. Don't forget, you need to prove that you've done it. So can you repeat the link again? Certainly meetwithCynthia.com. So it's m e e t u p or I'm sorry, meet and then with. W I T H Cynthia, C y a n t h i a .com
Kendra: Awesome, I love that.
Christine: [inaudible] and I think we picked your brain to the bone. Do we say that? I don't know.
Kendra: To the bone? I don't know. Is that a thing?
Christine: Is that a thing?
Kendra: No, that was awesome. I just love these conversations about business because we don't, most people aren't getting that training in school, right? Like, they, we learned how to be coaches or doctors or you know, acupuncturist, but then we don't realize that we're actually going out and starting a business. So I think it's really great to have a business coach or someone who can help you with those systems, help you streamline because honestly you can waste a lot of fucking time just trying to figure it out on your own.
Cynthia: All of it. Time and money wasting. Just just thrown it away to burn it up. Instead of doing that. No. Get a professional to help.
Christine: And I want to emphasize a professional who's been dealing with the health industry for a long time because a generic business coach has no idea what the health industry is [inaudible].
Cynthia: [inaudible] It's like a different animal it.
Christine: It's a different animal it. It really is. That's why this podcast was born because we wanted to target exactly healthcare professionals and we are saying it over and over again that a business coach who doesn't know our clients, who doesn't know what we're dealing with, is not going to give you the advice that you need or the knowledge that you need. It's very different. So that's why we picked you to be here on the show because you know you've seen it, you've done it. You're doing it every day.
Cynthia: Right, right. Excellent.
Kendra: Well thank you Cynthia. Thank you so much for being with us.
Cynthia: Thank you ladies for having me. I love your passion to help practitioners because they need it. They really need this help. So I applaud you and your podcast, so thank you so much for putting this together.
Christine: Thank you. If you want some tools then go to our website 360healthbizpodcast.com and we already have a Freebie there where you have amazing tools that we use in our business. Like a lot of tech, like all of it is tech actually.
Kendra: We have a lot of tech. Yeah, a lot of platforms. The things we have our recommendation for a client management software that works really well for us and we even added in some sample intake forms and contracts, client contracts. Just to get you guys started, make sure you're on track.
Christine: Brilliant. So you get that for free and if you want to dive deeper and get in touch with Cynthia after leaving the five star review, obviously. And we will talk to you again in two weeks. Thank you so much for tuning in. We really appreciate it. And we love all of you. Bye.