General Category > General Questions

Telemarketing and Appointment Setting

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tallmanusa:
You are correct our target market is not the solo practitioner.

There appears to be tremendous unemployment for medical billers. We get 1 to 2 unsolicited applications per day from our on line portal. Most of them have tons of billing experience. It is my impression that most of the medical billers have introverted personalities, and either they are unable or unwilling to market their crafts.
My challenge is to hire billers who can also market our business.

PMRNC:

--- Quote ---My challenge is to hire billers who can also market our business.
--- End quote ---

That's always of course a good idea. How will you build this into their pay-scale, I noticed on your pricing page you advertise 5% and I know that can be peanuts for some type of clients or a crazy amount for other types. How would you build a pay scale for employees?  You could do an internal affiliate style compensation that will allow employee's to receive regular compensation for work and then affiliate style/commission style payout for addition of a new client?  Just thinking out loud.

RichardP:
You are correct our target market is not the solo practitioner.

We plan to use offshore telemarketing companies to set appointments for $30 per appointment. Our rep would then visit the doctor.

If you are targeting other than the solo practitioner, the purchasing decision may be made by a business manager rather than a doctor.  In a setting which contains more than one doctor, and where the doctors are working for salary, is it likely that each doctor has the power (or desire) to hire his own biller or buy/rent his own EMR / EHR?  It is more likely that the organization has standardized on one EMR / EHR that all doctors use and one billing organization that all doctors use.  Your telemarketing effort needs to target the person within the organization that has the power to hire and purchase.  Doing cold calls to random doctors doesn't seem to be an efficient way to do this.  Just a thought.

RichardP:
My challenge is to hire billers who can also market our business.

Our setup is such that a designated person acts as the go-between between us and a particular client.  This gives the client and his staff the opportunity to get to know our contact person with them really well, and the contact person to know them really well.  If any of our billers have a need to convey information to, or request information from, a given client, they go through the designated contact person rather than do it themselves (this also keeps the billers focused on their work rather than talking on the phone to doctor staff folks).  But note that this contact is between our staff and someone who is already our client.

You used the phrase billers who can also market.  Perhaps you meant to say staff who can also market??  If you have so many actual billers that some or all have time to talk to people other than your clients, you have too many billers.  You are overstaffed.  They are underworked.

tallmanusa:
Richard, the practice of a designated person for customer support is an excellent one, most successful companies follow that. It insulates the billing people from customer support. I certainly plan to do that.
I have some questions;
1. Is the communication between the clients and the designated person (and the billers and the designated person ) by emails or phone?
2. Generally how much communication occurs? How many clients can one designated person handle? I know it depends, but some idea.
3. Does the designated person need to know much about medical billing?
4. What should be the pay for the designated person?

Thanks

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