Author Topic: What are the most common objections when trying to acquire doctor/client?  (Read 1316 times)

bpark73

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For those who have their own billing business, I would love to know what are the most common objections when you were trying to acquire a doctor/client practice?

Thank you again! Very helpful forum

Brian

PMRNC

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I'd have to say that most providers are very put off with having to switch PM systems. Most billing companies are coming after clients and have their "own" system in place.. this creates a problem for the potential client with having to convert. Billing companies today should be diversified and ready to deal with the PM systems their clients have in place.  I've seen so many billing companies LOSE clients because they have a protocol of software/pm system.. 7 out of 10 practices don't need to switch!
Linda Walker
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kristin

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I would say it is a general fear factor of the "unknown"...things like:

1. How do I know the billing company is worthy, and will do their job right, and not take shortcuts like writing off denied claims, or just drop the ball completely and not file claims on time?
2. Will we have to switch software and why should we, and how badly will that disrupt the office/staff?(As Linda's post talked about)
3. How much is this really going to cost me/actually benefit me?
4. What are the risks? Will my income be affected negatively by making the switch?

Doctors, as with most people, don't like change. They don't know what to expect with a billing company, and many have heard horror stories from other doctors who signed on with a less than great company, and paid the price for that decision. Moving the bill out of house requires giving up a certain amount of control, and giving that control to someone else they don't necessarily know, and that is scary. Even if the doctor may not really be on top of what their in house biller is doing(who could be the worst biller ever), and could actually do much better with a billing company, they are still leery of the process. Change is hard.

I liken it in my mind to someone who is afraid to fly. I was one of those people, and didn't fly for years. I spent ridiculous amounts of money driving everywhere, because I am a control freak, and in flying, had to give that control up to someone who was qualified to fly the plane, and that someone wasn't me. It didn't matter that flying was cheaper, faster, safer...I didn't understand how it worked, and I wasn't in control. So what I did was educate myself on planes, and what could go wrong, and how my fear of the unknown/loss of control was hindering my life. Now I fly every other month, and while I don't "love" it, I realize that I am in the hands of a highly trained set of professionals, my life has become much easier, I get results faster, and I am saving a ton of money.

While this isn't a perfect analogy, I think it works, somewhat. The doctor can sit in the driver's seat feeling like they are in control, and waste a lot of time and money having their staff do the billing, or they can turn it over to someone who can do it faster, cheaper, with better training/results, usually. The key is educating the provider on the process, and how the benefits far outweigh the "potential" negatives.


Michele

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I think Kristen hit it right on the head!  Doctors don't like change - even when they are losing money like crazy and they know it.  I've seen so many doctors who KNOW they have someone stealing and won't change!  Amazing to me. 

I would also say that they are afraid if the billing is not in their office that they don't have any control.  Truth is they really don't have any control when it is in the office.  To overcome this one we tell them that we will provide them with regular reports, etc, so that they can see what's happening.

We do have our own PM system but in 23 years have NEVER asked a provider to switch.  We also will work out of their system if they need us to but many of our clients continue to use there system to keep track of things but give us the billing to do in our system.

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bpark73

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PMRNC, Kristin and Michele,

Thank you for the helpful info. The amount of knowledge and information you guys provide is tremendous and will certainly help a newbie like myself.

I'd like to ask more about PM systems? What are they, is Kareo an example of one of them? I'm guessing in a perfect world a billing service would have access to all available PM systems on the market so that they could accommodate ANY potential practice? But of course I'm guessing this is financially difficult not to mention being proficient with different PM systems? Does this kind of make sense?

Michele you mentioned losing control. What exactly are doctor's afraid of? Not having access to patient records? Not have access to financials? ...etc

Brian

Michele

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Yes, Kareo is a PM system.  There is no reason for a BS to own/access every PM out there.  Which btw would be impossible.  When you utilize the PM that the provider uses you would access their system.  It is harder for some to learn different systems than it is for others.  I happen to have a background in computer programming so for me it isn't too much trouble (usually! - depending on the system).  They basically all do the same things, just in different ways.  You just have to figure out each way.  I know Linda uses many systems as well.

When I say "lose control" I mean that drs seem to feel that if the billing is done in their office that they have more control than if it is done elsewhere.  I find that most drs have little or no control even when it's done in their office.
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