- The document summarizes a webinar about staffing, culture, and how medical billing companies can help practices. - It discusses how culture is important for growth, engagement, and productivity. Hiring the right employees and fostering engagement through recognition, learning, and communication are key. - The webinar describes how Kareo offers integrated technology and a partner program to help billing companies improve practices' results and operations through medical billing expertise.

1. webinar
Staffing & Culture
Your Billing Company’s Secret Sauce
Presented by Laurie Morgan August 23, 2016

2. @GoKareo
Agenda
2
Agenda
2
• Welcome & Introductions
• Staffing & Culture
• How Kareo Can Help
• Your Questions

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Connect via Social
Connect with us via social media
How to connect:
1) Follow @GoKareo on Twitter
2) Follow @LeaChatham on Twitter
3) Follow @CapkoandMorgan on Twitter
twitter.com@GoKareo
facebook.com/GoKareo
linkedin.com/company/kareo

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Speaker
Laurie Morgan, MBA
• Senior consultant & Partner at Capko &
Morgan
• Has managed start-ups and large scale
operations
• Focused on medical practice
management for five years
• Expert in driving and capturing
revenue and operating more efficiently
• MBA from Stanford University

5. @GoKareo
Agenda
5
Agenda
5
• Welcome & Introductions
• Staffing & Culture
• How Kareo Can Help
• Your Questions

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Today’s talk
• Why culture fuels growth – and makes your life easier
• Great employees: start at the beginning
• How managers can help make employees great
• Management mistakes that derail engagement
• Learning: good for you, good for employees

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Corporate Culture: What the Heck Is It?
Corporate culture refers to the shared values,
attitudes, standards, and beliefs that characterize
members of an organization and define its nature.
-- Inc magazine’s Encyclopedia of Business Terms

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• Culture helps define brand
• Culture creates loyalty and teamwork
• Culture makes recruiting easier
• Culture makes managing easier!
• But over time, culture can make change harder
Why Culture Matters

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Academic Practice: Cultural Change is Hard
• Practice faced:
- Cost overruns and overstaffing
- Very low productivity versus benchmarks
- Physicians agreeing to change, but not changing
• Challenges:
- What happens after the meeting?
- “We’ve always done it this way”
- Looking over the shoulder: why should I sacrifice?
- No one wants to be the “chump” who gives up first
- Is the need for change really understood?
• These obstacles have derailed many companies, mergers

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Culture Grows Organically
• Influence it with:
- Values and mission
- Management style
- Day-to-day decision-making
- Employees you hire

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Hire Slow, Fire Fast
• Your first employee is 50% of your staff
• In a small organization, every employee will always matter… a lot!
• A great employee elevates your entire team
• A bad fit, conversely, brings everyone down
“You absolutely must have the discipline
not to hire until you find the right people.”
-- Jim Collins

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Prioritizing Hiring Goals
• Fit versus credentials
• How important is longevity?

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Behind and Beyond the Resume
• Does the pattern show qualities you care about – perhaps:
- Resourcefulness
- Customer service
- Continuous learning
• Get prospects talking in interviews
- What attracted you to this position?
- What do you look for in a boss?
- How would your coworkers describe you?
- Tell me how you plan out your day
- How would you handle this difficult client management situation?

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Employees and Marketing
“Marketing is the whole business seen from the point of
view of its final result, that is, from the customer’s point
of view. Concern and responsibility for marketing must
therefore permeate all areas of the enterprise.”
-- Peter Drucker

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Employees and Your Business Growth
• Employees are your product
• Employees are your brand
• Employees are your path to productivity
“One customer well taken-care-of could be more
valuable than $10,000 worth of advertising.”
-- Jim Rohn

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Why Do Practices Outsource?
• Save money
• Avoid risk
• Can’t support billing on their own
• Improve their results
• Gain knowledge they don’t have

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Why Switch to a Service – or Switch Services?
Source: MedData Point/Capko & Morgan July, 2016

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The Path to Productivity: High Points (1900-today)
Taylor:
Specialization
Ford:
Importance of
stable
workforce
Follett:
Knowledge
earns authority
Hawthorne:
Management
attention
matters
Theory X and
Theory Y
Japanese
management:
Employees
drive
improvements
Era of
employee
engagement:
culture

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Gallup Study: Employee Engagement
• Gallup has studied employee engagement since 2000
• Engaged employees are “involved in and enthusiastic about their
work and workplace”
• Less than 1/3 of employees are engaged
- “Majority are indifferent, sleepwalking through their day without
regard for their performance or their organization’s”
- “Growth and innovation are at risk”
• About 70% of the variance in engagement is due to management
- One in two Americans has left a job to escape their manager

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Fostering Engagement
• Gallup: Three key behaviors
- Communicating richly
- Clearly defining performance goals
- Focus on strengths instead of weaknesses
• Notice that it’s not all about money… or even mostly
• Employees crave:
- Meaningful recognition
- Sense of ownership
- Trust, openness, fairness

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Culture, engagement killers
• Not giving credit
• Ignoring problems
• Micromanaging
• Blame game
• Nepotism

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Learning is Crucial
• Change is near-constant
• Customers will rely on you to know what’s what
• Employees want to build their skills
“The only thing worse than training employees
and having them leave is not training them and
having them stay.”
-- Henry Ford

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Closing Inspiration
“People work for money, but go the extra mile for recognition, praise, and
rewards.” – Dale Carnegie
“You don’t build a business, you build people, then people build the
business.” -- Zig Ziglar
“Accept the fact that we have to treat almost anybody as a volunteer.” – Peter
Drucker
And from yours truly:
“Management is a discipline, a skill you can build. It’s okay to be a beginner –
everyone starts as one. The key is to commit to learning.”

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Agenda
24
Agenda
24
• Welcome & Introductions
• Staffing & Culture
• How Kareo Can Help
• Your Questions

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Awards and Rankings
Growth awards
The speed at which
medical practices are
moving to Kareo and
referring it to other
providers.
Best places to work
Happy, engaged
employees stay longer,
have more experience and
offer better customer
service
Analyst reviews
3rd party recognition,
driven by direct
customer feedback,
equals trust and
credibility

26. Kareo Confidential 2626
May Launch of a New Kareo Platform
Web and Mobile Integrated Modules (Products)
Best-in-Class Technology and Value Delivered Through Your Brand
Kareo BillCo Edition (2.0)

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Practice and Billing Company Access
Practice Platform Access
Easy, Integrated, Flexible
Billing Company Access
Medical Billing Experts

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Enabling Your Success with Kareo
• Kareo Connect Program (Formerly Medical Billing Partner
Program (MBPP)
• Partner Resource Center & Co-branded Collateral
• Client Friendly Product Microsite
• Referral Program
• Sales and Educational Tools
• Dedicated Training, Onboarding, and Support

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Agenda
29
Agenda
29
• Welcome & Introductions
• Technology + People = Profit
• How Kareo Can Help
• Your Questions

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How to Participate Today…
Type your questions
-- Questions After the Webinar --
888.775.2736 x1
sales@kareo.com

31. Connect with Kareo
Stop by and say hi!
Kareo @GoKareo GoKareo Kareo
3353 Michelson Drive, Suite 400
Irvine, CA 92612
(888) 775-2736