How to Understand And Craft The Role Of The Person You’re Hiring

How do you get more new patients or hire more clinicians at your clinic and yet still remain profitable? This is the question and I'm on a journey to get you the answer. I'm going to interview the best marketers and clinic owners across the world to give you access to their winning strategies from recruitment, marketing, operations, finance and more. So you can easily take action on the secrets to grow your clinic. I'm Rick Lau. Welcome to Clinic Boss Secrets. Hey everybody, Rick Lau here. In this episode, my very good friend Jerry Derm is going to talk about why it's super important for you to understand the role of the person that you're hiring for and how to craft their role and responsibilities. Check out this episode.

I realized this juncture mindset is everything in the drawer. This, all these tasks, this no accountabilities is because we didn't understand the role of the person we were hiring. Your front desk team that I will now call right, the client care team is actually three separate roles and I would bunch all of these people onto my client care team, but again, I would hire, I would have a job description for each. Back to the task you have them write up if you break. This is how I figured this out. This is why I keep saying I had to do the work and go, wait a minute and then look back. When I started doing this for my.

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Writing down all the tasks. I started to separate them and this may sound pretty simple, but it took me a while to figure out. And remember I was busy listening to the Beastie Boys and riding my bicycle a lot. I worked on all the tests, started to break them out and I went, wait. And I remember these steps. I remember this. It was a huge tipping point. These. I was like, wait a minute, These tasks fit into this silo. These tasks fit into the, in this. And I'm like, this is interesting. And then I started looking, I'm like, this is that voice of the company. I'm like, this is a salesperson. And then I looked at the face of the company. I came up with these names afterwards, but I think they describe the typical client care team pretty well. And then I went, wait a minute. These tasks describe a customer service person. And then the last one, that back office, this describes that back office kind of that admin term we might give to somebody. And I created these after breaking out all the tasks, all the responsibilities, the daily, the weekly, the monthly stuff. And when I started to move them apart, this is what came to be. And if you notice there's a KPI attached to all of them. And by the way, you won't see some of the KPIs that you're probably currently holding these different roles too. Because once I've rolled the tasks out, separated them, looked at these roles and then looked at the team, I moved out some of the KPIs from the individuals and made them team goals. Cancels. I'm not saying you have to, it's just when I did this, I started to look at the role of my client care team very differently. The voice of the company owns the pre arrival process. This is that person who picks up the phone, says, you know, ABC physiotherapy, how may I help you? Yes, hello, I have low back pain. I want to get scheduled. As I say, the games begin. The face of the company becomes the customer service person that then greets this person walking in. Well, hello Kate, we've been expecting you. Great to see you. As we mentioned, here's, you know, here's the three pieces of paperwork. I'm going to have you have a seat. Right. They're continuing this journey that the face of the voice of the company started. And then we have this more of back office billing authorizations, insurance, lord knows what. You know, there could be a little overlap here, but again, once we bust this out, I was far more successful in achieving the goals we had as a, as a business and creating greater patient success. Because again, this resulted in less cancels, less drop offs, more arrivals, more completed plans of care, more revenue per visit with zero. I'm going to say it again, zero change to my provider processes.

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