A Conversation with Westgate Skin & Cancer
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Daniel Soteldo, practice manager at Westgate Skin & Cancer, knew he wanted the practice to be essentially paperless from the day they started in 2012. The priority was to be as efficient and flexible as possible in order to gain a competitive edge. This would lay the foundation for rapid growth, excellent patient care, and most importantly, high patient satisfaction.
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A Conversation with Westgate Skin & Cancer
- 1. A Conversation with Westgate Skin & Cancer Daniel Soteldo & Lea Chatham April 23, 2016 webinar
- 2. @GoKareo Agenda 2 Agenda 2 • Welcome & Introductions • A Conversation with Westgate Skin & Cancer • How Kareo Can Help • Your Questions
- 3. @GoKareo 33 How to Participate Today… Type your questions Download today’s resources View today’s presentation
- 4. @GoKareo 44 Participate via Social We’ll be live tweeting during today’s webinar How to participate: 1) Follow @GoKareo on Twitter 2) Follow @LeaChatham on Twitter 3) Search for #KareoTip 4) Join the conversation using #KareoTip twitter.com@GoKareo facebook.com/GoKareo
- 5. @GoKareo 55 Guest Speaker Daniel Soteldo • Practice Manager at Westgate Skin & Cancer • Background in Technology & Business Administration • Full time Dad
- 6. @GoKareo Agenda 6 Agenda 6 • Welcome & Introductions • A Conversation with Westgate Skin & Cancer • How Kareo Can Help • Your Questions
- 7. @GoKareo 77 Background • Dermatology Practice • Provides general, procedural, and cosmetic services • Dr. Blakely Richardson, DO • Located and serving the Austin Texas area • Opened August 2014 • 90 to 120 patients a week
- 8. @GoKareo 88 Westgate Skin & Cancer “We are in a very competitive market. Because of that we needed to find and establish differentiators right from the beginning. Patients in the Austin area are savvy, well-informed, and have high expectations of service.”
- 9. @GoKareo 99 Westgate Skin & Cancer “Selecting a system is about more than just a practice management system or an EHR, it is the whole ecosystem that is important.”
- 10. @GoKareo 1010 Westgate Skin & Cancer Advanced solutions and workflows were built once the basic building blocks were in place: - Custom-made intake paperwork - Online/electronic booking - Credit card on file - Marketing automation - Paperless workflows
- 11. @GoKareo 1111 Westgate Skin & Cancer Online Marketing Automation • No-shows are down 70-80% - Text and e-mail reminders - Integrated calendar confirmations • Online/Electronic Booking - Integrated & automated patient self-booking • Top-ranked Google search results - 100% First Page Search Results (SEO) - Managed Internet directory listings • Social Media - Automated reviews and integrated posting to all major social media sites - Google – 4.9 stars - Yelp! – 4.5 stars - Facebook – 5.0 stars
- 12. @GoKareo 1212 Westgate Skin & Cancer Patient Satisfaction Results • All patients receive follow-up surveys 4 hours after their visit • Positive reviews are automatically published and syndicated publicly • Negative reviews are not published and addressed privately • Satisfaction rating: 95-100% on any given day
- 13. @GoKareo 1313 Westgate Skin & Cancer Billing results • Average days in A/R less than 25 • Claims and statements submitted same day • 100% copays, deductibles, and co-insurance collected at TOS • Rejection Rate is 1.37% and Denial Rate is 3.3%
- 14. @GoKareo 1414 Westgate Skin & Cancer “Automation of the basics frees you to focus on the stuff that makes you more competitive. If I can come up with a way to automate a workflow to improve cost efficiency while simultaneously maximizing patient care, I’ll usually roll it out pretty quickly.”
- 15. @GoKareo Agenda 15 Agenda 15 • Welcome & Introductions • A Conversation with Westgate Skin & Cancer • How Kareo Can Help • Your Questions
- 16. @GoKareo 1616 Awards Cloud-based Billing, Scheduling & Practice Management Electronic Health Records Medical Billing Services Practice Marketing & Patient Engagement Free Education, Training, & Support Ranked #1 by Black Book 3 Years
- 17. @GoKareo 1717 Discover Kareo’s Role DoctorBase Practice Marketing & Patient Engagement • Appointment reminders • Recalls • Email & text communications • Patient surveys • Website & SEO • Online reviews • Provider directory • And more
- 18. @GoKareo 1818 Discover Kareo’s Role Kareo Practice Management • Fee schedule updates • End-to-end claim management • Task Management • ICD-10 Ready • Patient collections
- 19. @GoKareo 1919 Discover Kareo’s Role Kareo EHR • Fully-mobile EHR • 2014 Edition Certified for MU • ICD-10 ready • Flexible documentation • Specialty templates • Electronic Superbill • Patient Portal
- 20. @GoKareo 2020 Kareo Medical Billing: Web, Mobile & Messaging! • Web and Mobile Software • Calendar & Patient Check-in • IBM & MAC Enabled • Secure Messaging • Revenue Cycle Performance for Visibility • Kareo Success Team
- 21. @GoKareo Agenda 21 Agenda 21 • Welcome & Introductions • A Conversation with Westgate Skin • How Kareo Can Help • Your Questions
- 22. @GoKareo 2222 How to Participate Today… Type your questions -- Questions After the Webinar -- 888.775.2736 x1 sales@kareo.com
- 23. Connect with Kareo Stop by and say hi! Kareo @GoKareo GoKareo Kareo 3353 Michelson Drive, Suite 400 Irvine, CA 92612 (888) 775-2736
Editor's Notes
- Lea: Daniel, you’ve said it is a competitive market where you are so you were looking to be different and be really efficient from the get go. What was your plan as you were getting ready to open the doors? Daniel: The priority was to be as efficient and flexible as possible in order to gain a competitive edge. This would lay the foundation for rapid growth, excellent patient care, and most importantly, high patient satisfaction.
- Lea: what were some of the key things you were looking for in your technology? Daniel: Cloud-based, easy remote access, integrated, easy to learn. Wanted to be able to work from office or home. We were starting a business so you have to really keep a close eye on things all the time. I wanted to automate as many things as possible to remove many tasks so we could focus on the patient experience and making sure we were getting paid.
- Lea: Can you talk about some of the more advanced solutions you have been using? Lots of people are interested in kiosk check-in. How did you choose your solution and what have been some of the ups and downs? Daniel – give overview on kiosks Lea – and people are often a little afriad to try credit card on file., how has that gone for you? Any tips? Daniel: discuss credit card on file Lea: I wan to dig in on the marketing automation a bit more
- You added a marketing system last year and you have had some great results from that. Can you talk us through what the benefits have been? Daniel: reduced no shows, top ranked in search results in just a month or two, ahead of practices that have been around for 10 years
- You’ve used the follow up survey to get reviews that you have pushed out to your website, social media and review sites like Yelp. What other benefits have you seen from that? Daniel: discuss the way you can see and use other feedback and address issues, talk about overall patient satisfaction scores
- Lea: Ultimately, to be successful you need to get paid and all the technology you use not only lets you provide a great patient experience and run your business but you are also getting paid quickly. You have really done a great job of making your medical billing very streamlined. What recommendations you have? Daniel: Integrated EHR/PM, focus on good patient collections and using tools like credit card on file, set goals and really work towards them, use technology to your advantage and automate as many things as you can and use all the features
- What has the big picture result been of having such an efficient, essentially paperless office? Daniel: We are growing so quickly that I can’t hire enough people fast enough. We are a year ahead of our projections. We are ahead of competitors who have been in business for over 10 years. And the technology like Kareo and EMA has been the glue that has really brought it all together.