Archive | Blog

Welcome to the Barlow/McCarthy blog…

Check back often to hear from our talented team of consultants. Topics covered include: Physician Relations, Physician Recruitment, Practice Marketing, Medical Staff Development, Community Health Needs Assessments, etc.

B/Mc Monday Morning Minute – Competition – 6/26/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Competition. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: BMc Monday Morning Minute – Competition – 6/26/2017.

A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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B/Mc Monday Morning Minute – Forward Thinking – 6/19/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Forward Thinking. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Forward Thinking – 06/19/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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Physician Relations: What Makes Sales “Slimy?”

By: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

The word “sales” has a negative connotation for many.  That disappoints many of us who work so hard to do it right. Having said that, I suspect we can all share a time when we were on the receiving end of an individual who totally owned the phase “slimy sales.” Think, “What would it take to get you to drive this car off the lot today?

Nobody intends to be a turn-off, yet not every field approach creates a positive feeling or trust. As I share a few of the sales styles that go too far, take a minute to examine your approach. Are there times when borderline approaches creep into your conversations?

  1. Manipulation. Persuasion is an important aspect in relationship sales, but let’s be clear about the difference between that and manipulating a conversation, a person or an expectation to seal the deal. While I am all for putting the best foot forward, failing to be candid, or manipulating the facts for personal gain, is going over the line.

For example: Here are some borderline actions to avoid

  • Creating a perceived crisis to get internal stakeholders to respond to your needs.
  • Getting a new specialist to do rounds on short notice to get your numbers to the right place.
  • Using relationships with key stakeholders to get your own way.

In these examples, I suspect you recognize that it’s not that the activity is wrong, it’s why it was done. Manipulation is self-serving; nobody wants to feel that someone played them.

  1. Pushy. Great field staff find that sweet spot of gentle persistence, but they recognize that pushing too hard is a turn-off.  Pushy sales people can often be found hammering on the same points over and over and hoping to get a different reply. Contrast that to a good field plan that gently unfolds solutions based on the customer’s buy-in. This takes reading the customer and aligning with their priorities and, frankly, bringing your brain to the call. Pushy people are often those who think that if they just “ask for the business” enough times, eventually the customer will just give in.  In the world of earning referrals, if you push too hard or you are a “One Note Nancy,” you are soon sitting alone in the waiting area and wondering why you can’t get time with the decisionmakers.

Footnote on this one: I often hear leaders, who likely have not sold, suggesting that field staff do not do a good job of “asking for the business.” It is absolutely the role of the rep to ask for the business, but the ask needs to occur when the client is qualified and has verbally agreed to your benefits. In other words, asking for the business will be pushy if you have not earned the right to close.

  1. Selfish. Every successful field rep needs to have enough ego to strongly represent themselves and their organization. The distinction here is between a self- confident field rep and one that is so selfish they fail to recognize the customer’s needs. Selfish reps fail to be good listeners and are solely focused on telling the physician what they think he/she should hear. Being a non-selfish rep goes beyond understanding the client’s needs, it also includes doing the total office visit and understanding the role of each person in supporting the process.  It means that if you can’t provide something and another field rep in your organization can, you work to learn enough to do a seamless hand-off. This is especially true for service line reps or organizations that have different teams who sell ancillary vs. acute care.  Another example is failing to listen to the doctor’s needs because you want to push your agenda on that day.
  2. Misrepresent: This one often starts innocently enough with a little stretching of the truth. Over time, the facts you offer move further away from the reality. The result is that the sales person ends up misrepresenting the product, the service, the experience or the approach. It doesn’t really matter why or how it happened. If the prospective physician or other client was provided with information that was not accurate, that is not okay. With this one I always think of those high profile individuals who padded their resumes. Over time, it just gets to be part of their story until they are found out and we all know what happens then. Field staff work so very hard to build trust and credibility and it can be lost with one small distortion.  Getting it back will take a long time, maybe a lifetime.

Did you have other turn-offs that I did not call out? I suspect that is the case.  While it’s great to learn from optimal experiences, my best learnings are often about what I do not want to do.

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B/Mc Monday Morning Minute – Strategic Sales – 6/12/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Strategic Sales. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Strategic Sales – 6/12/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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B/Mc Monday Morning Minute – Focus – 6/5/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Focus. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Focus – 6/5/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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B/Mc Monday Morning Minute – Strategic Sales – 5/30/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Strategic Sales. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Strategic Sales – 5/30/2017.
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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Making Credentialing a Pleasant Experience

By: Allison McCarthy, MBA | amccarthy@barlowmccarthy.com

As clients share concerns about their onboarding process, credentialing tops the frustration list – with anxiety over start date delays and bad impressions demonstrated to the new recruit.

Credentialing involves a myriad of procedures to grant provider privileges to practice at the hospital/facility and to participate in health plans.  Numerous steps must be completed in specific order, accompanied by the right documentation, for the provider to move from one stage to the next.

Credentialing is often in the hands of small team, within a medical staff or credentialing office, with piles of documents to process and deadlines to fulfill. And, these individuals are not typically perceived as the epicenter of gold-standard customer service. Add to this most providers’ lack of knowledge about how to be credentialed. It’s a snafu just waiting to happen.

So, I want to applaud those organizations that are striving to make credentialing a more pleasant experience.  Here are a few examples.

A client group practice created a flow chart of the credentialing process (see below) – and reviews it with candidates during their onsite interview. They talk through the steps and timeline required to go from licensure through payer participation – advising candidates on their part in this effort.

HCA MidWest outlines the credentialing process under the Careers section of their web site: http://mymidwestphysician.com/professionals/credentialing.dot – which also includes a link to the application portal to start the process. This electronic orientation saves them at least a few days by eliminating paper being mailed between the credentialing office and the provider. The provider application can also be monitored real-time to keep the process moving.

One of my favorites is a fun video created by the team at Novant. Rather than have the providers read through a cover letter set of instructions, both visual and auditory senses are used to orient them to the step-by-step credentialing process. Plus, the provider gets to “feel” what it will be like to work at Novant in this very first post-recruitment step. https://vimeo.com/novanthealth/review/185648744/e1f38e108b

Credentialing doesn’t have to be a negative experience. With some energy and creativity, there is much more than can be done to make it a positive encounter. Let’s begin to consider a new approach.

Client Credentialing Flow Chart:

Physician-timeline

 

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B/Mc Monday Morning Minute – Focus – 5/22/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Focus. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Focus – 5/22/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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B/Mc Monday Morning Minute – Strategic Sales – 5/15/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Strategic Sales. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Strategic Sales – 5/15/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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B/Mc Monday Morning Minute – Impact – 5/8/2017

Monday Morning MinuteBy: Kriss Barlow, RN, MBA | kbarlow@barlowmccarthy.com

Welcome to B/Mc’s Monday Morning Minute, an audio message to jump start your week. The brief messages include reminders, new ideas and sometimes a little therapy to slide into the work week with ease.

This week’s topic is Impact. Click the player below to listen:

 

If you are having trouble with the audio player you can download the audio file here: B/Mc Monday Morning Minute – Impact – 5/8/2017.

 
A large part of our mission at Barlow/McCarthy is helping you stay on top of your game with blogs, podcasts and education. In this vein we have created a selection of online courses at B/Mc Academy.

Check out our Relations and Recruitment courses: www.bmcacademy.barlowmccarthy.com.

 

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