James & Lorinda Marland | Knowing When To Outsource In Private Practice | TPOT 130

05/25/20 • 44 min

In this episode, James and Lorinda Marland join in speaking about outsourcing work in private practice. A virtual assistant can be used to do loads of things in your private practice. For one, a VA will help you stay connected with clients. When a potential client speaks to someone on the phone the first time they call – that’s going to be a massive win for your practice. James and Lorinda talk about other things a VA can do for your practice, such as marketing, social media, and perfecting your website. Plus, they explain how a VA can help you build relationships and sell more content.

Meet James & Lorinda Marland

James Marland is Chief Operations Officer at Move Forward Virtual Assistants with over 18 years of experience in social service and non-profit organizations. James loves the power of learning and holds a Master’s degree in Ministry and Business Administration.

Lorinda has been doing secretarial and scheduling work for over 15 years. Her experience ranges from working in small businesses to large scheduling offices. Some of those years were spent working in the medical field with Philhaven, now Philhaven Wellspan. Lorinda enjoys working with the public and using her administrative gifts to help the business grow and thrive. She brings a unique perspective to the table having not only worked doing scheduling but also managing an office. Listen to her interview on what makes it easy to onboard with a new virtual assistant and what might make it hard to start with a new practice.

Using a Virtual Assistant to Stay Connected with Clients

A virtual assistant will connect with the clients by passing along messages or just getting them in contact one-on-one with their therapist. A virtual assistant can generally do that a little quicker or maybe much quicker than the therapist. Many new clients like to get a live person on the phone – they appreciate that fact. When Lorinda first started taking calls for a therapist, she got like sixteen calls. Out of the sixteen, there were probably about four or five that she scheduled as new clients to her practice. Whereas if Lorinda hadn’t been there, the therapist wouldn’t have gotten all of those calls.

How to Utilize a Virtual Assistant

Despite COVID-19, we still have clients to see. We still have phone calls to make. We still have insurance issues to figure out. We still need marketing, podcasts, social media, webpages. It’s good to remember that even though a lot has changed, a lot hasn’t changed. You’re still a therapist, you’re running a business. How you do it now that the world has changed? We need to figure out that puzzle.

One thing a virtual assistant can do is connect with current clients. A lot of work needs to be done to ensure that the existing clients keep coming to their sessions. The VA can spend a lot of time connecting with current clients, sending letters, checking emails, calling them, making sure they know about virtual therapy. A VA can even call the client and let them know about the missed session. Lorinda has been sending out emails, making phone calls to different referral places, and reminding clients of their appointments. She has also calls to reschedule with clients and touch base with them. Some of the clients aren’t as technology savvy. Lorinda has had clients call before their session, trying to figure out how to get into the link. Lorinda will send a message to the therapist and let the client know they are trying to enter the session while coaching the client on how to use the technology.

Building Relationships Using a Virtual Assistant

We still need to continue to build relationships with referral sources. A VA can let referrals know that you are doing teletherapy. Plus, they can find new referrals by contacting hospitals, schools, churches, and colleges. Now with everything kind of shut down, a VA can develop relationships with these referral sources because it does take time. Virtual assistants always pay off for people. The sooner you can get back with somebody, the more likely that person will go with you.

Selling Your Content with a VA

Many people have been trying to repackage their workshops, classes, paperwork packets, or some sort of online course or tool. Typically, that’s a lot of investment of time to get that going, but once it’s out there, you have it forever for marketing. So a virtual assistant can assist with social media and helping create teachable courses. They can also create blog posts for your website.

You might have an HR policy that’s out of date, or you have to review your paperwork, and it’s not really clear. A VA can help you do those types of things. It’s essential to have systems and pr...

Meet James & Lorinda Marland

Using a Virtual Assistant to Stay Connected with Clients

How to Utilize a Virtual Assistant

Building Relationships Using a Virtual Assistant

Selling Your Content with a VA

Previous Episode

Jeremy Zug | Telehealth And Insurance Best Practices | TPOT 129

In this episode, Jeremy Zug from Practice Solutions joins the show to explain what’s going on with telehealth during these uncertain times. Jeremy advises on submitting telehealth claims and explains how telehealth is rapidly becoming our new normal. Then, Jeremy gives tips on collecting from patients. As a business, we need to make money. Your patients may be in financial distress, so Jeremy describes what to do in this situation. Stay tuned as Jeremy gives the pros and cons of accepting insurance as a private practice owner.

Meet Jeremy Zug

Jeremy grew up in the Pacific Northwest where he discovered his passion for people. He decided to go to college in Chicago to further develop his skills working with people and pursue a degree in counseling. While in Chicago he worked for a group practice as a practice biller and marketing manager. This initiated his desire to pursue learning about the business of private practice, particularly medical billing. He now lives in Michigan with his wife of 3 years. They both are pursuing their passion for helping helpers maintain sustainable and compliant billing practices. In his free time, Jeremy loves reading, fishing, biking, hiking, and camping.

Telehealth Claims

How can you determine whether your patient’s copay will be waived? There are some excellent resources, but the best way to do that right now is to call the insurance companies. You’re going to want to say is telemental health is covered on an outpatient basis for this patient. Then, give them the insurance information and the date of birth because that will lead the provider representative to tell you what they have. What we’re seeing as a trend is if the patient had telehealth benefits into their benefits before COVID-19, they are covered at one-hundred percent. If they didn’t have those benefits, the patients still have copays and deductibles applying through this time. It’s confusing for many people, but as providers, we can do the best job we can by being as clear as possible. We want to be as transparent as possible with that.

Telehealth is the New Normal

Providers can do a good job as far as lobbying with their government officials on telehealth being the new normal. Telemedicine is effective, and you can reach more people. Jeremy knows that insurance companies often get a bad rep, but this has been an enormous agenda item for them for a long time. Send a letter to your governor, your senator, and congressmen to push for it. Telehealth can also make the lives of the private practice owner easier too. Telehealth will make it more convenient to choose your hours, and therapists can even be available for clients who are overseas.

Collecting From Patients

People need to start collecting from patients – you are contractually obligated to receive it. If the person is out of work, you still have to collect the copay and deductible. As a business owner, you need to treat people the way you want to be treated. If a patient is short on cash, the provider should tell the patient they owe for the service. However, you can offer an extension on their debt.

Another thing you can do is set up a weekly payment plan. That way, the private practice owner knows that that patient will pay. Plus, the patient can budget it into their weekly expenses. We should not feel bad for getting paid for what we do. Think about all the time and effort that you went through to get licensed. People know when they go to a doctor’s office that they are going to owe something. So, when a patient goes to a therapist, they should expect to pay. Jeremy suggests reading the book Against Empathy.

Accepting Insurance

It’s much easier logistically to not take insurance. However, there is a case to accept insurance. Clinically, you can work with populations that you are passionate about. If you work with military patients, that’s a huge client base, and they need it. If that’s your expertise, then do that. At the same time, you will sacrifice profitability. If you take insurance, then you will receive a hit on the money side. Do you want to work with those clinical populations? You will have to weigh that with the profitability side. There is something to be said about access to care and that growing market. Perhaps you can grow your practice faster when accepting insurance – plus, they can be easy to work with. There is a sense of speed and deployment with insurance, and that matters. However, you’ll have to manage paperwork and fuzzy bureaucracy.

Jeremy’s Resources Practice Solutions Practice Solutions on Facebook Practice Solutions on LinkedIn...

Next Episode

LaRonda Starling | Self-Care During Times Of Crisis | TPOT 131

Dr. LaRonda Starling joins the show and speaks about self-care. Private practice owners need to practice self-care because it’s too easy for business owners to work 24/7. We need to allow ourselves to be real people and take care of ourselves in the ways that we take care of others. LaRonda says we need to learn how to say no, practice prayer throughout the day, and be still. Tune in for more of LaRonda’s self-care advice!

Meet LaRonda Starling

Dr. LaRonda Starling is a Licensed Clinical Psychologist and a Licensed Professional Counselor in Texas, a National Certified Counselor, an adjunct professor at a Christian university, and the author of Be Still: Spiritual Self-Care for Mental Health Professionals. She has earned a Bachelor of Arts degree in Psychology, a Master of Science degree in Counseling, and a Doctor of Philosophy degree in Psychology with a specialization in Clinical Psychology. As a clinician, Dr. Starling provides therapeutic services (psychological assessment and counseling) in a private practice setting. Along with her clinical experience as a mental health professional, Dr. Starling has over fifteen years of experience working in academic environments; first as a staff member and then as adjunct faculty in both classroom and online settings. In all that she does (working or volunteering), she hopes that God receives the glory as she uses the gifts He has so graciously given her.

Why Private Practice Owners Need to Practice Self-Care

Private practice owners need to take time for themselves. When you work for yourself, you have so many roles to take on. There is always a time where you could be doing some work. One of the things that LaRonda suggests is to be still. Sometimes that means to physically be still – stop being so busy during the day. Also, you need to spiritually be still.

Find the Good in Your Day

Who is God as a person? If you know that God is everywhere, then we can lean on God. Also, be intentional about prayer. Sometimes we only pray when something terrible happens. We need to take the time throughout the day to pray. Throughout the day, think about what is good. What’s the silver-lining of quarantine? Maybe you learned how to use teletherapy, that’s a fantastic silver-lining during this time.

Saying No and Other Self-Care Techniques

One way to practice self-care is by being able to say no in a loving way to other people. Also, make sure you can say no to yourself. You have time to do loads of extra work during the day, but you need to say no. Staying at home with the family, you may not have time to get up early and be still. Parents can set boundaries with their children, this is a great way to practice saying no. We still have to sleep, eat, and exercise. Plus, we need to surround ourselves with good people and good friends.

There’s so much to do during the day, make sure you are taking care of your body and spirit. Plus, LaRonda says to take an hour by yourself and reflect on what’s going on with you. Being outside is a refreshing difference. When COVID-19 is over, we should be able to go out and get some fresh air and exercise. Lastly, don’t forget that every therapist needs a therapist.

Being transparent... Some of the resources below use affiliate links which simply means we receive a commission if you purchase using the links, at no extra cost to you. Thanks for using the links!

LaRonda’s Resources Grace Psychological Health Services, PLLC Be Still: Spiritual Self-Care for Mental Health Professionals Other Resources

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