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Improving Sales Skills

Improving Sales Skills. Donna Little Healthcare Solutions Marketing Director. Year of the Dragon. Symbol of Power, Superiority and Rule. Topics. Value Proposition ROI Benefits – Positioning for the Audience Review the ROI Tool Overview of the Customer Presentation

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Improving Sales Skills

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  1. Improving Sales Skills Donna Little Healthcare Solutions Marketing Director

  2. Year of the Dragon Symbol of Power, Superiority and Rule

  3. Topics • Value Proposition • ROI Benefits – Positioning for the Audience • Review the ROI Tool • Overview of the Customer Presentation • Sales Certification Program • Scorecard for Demo Presentations • Tips & Tricks for the Demo – Open Discussion

  4. Value Proposition

  5. Gartner Hype Cycle* *Source: Gartner Group 2012

  6. Dragon Medical Practice Edition • Dragon Medical lets clinicians dictate three times faster than typing—with 99% accuracy—accelerating EHR adoption, while improving physician satisfaction and the quality of documentation. • Front-end, “real-time” speech recognition • Instant TAT • Fastest, most cost effective path to EHR adoption • Complements structured, discrete data entry (“point & click”) • Dictate progress notes, HPI, assessments and plans, consult notes, referral letters, etc. • Medical vocabularies • covering 60 specialties/subspecialties

  7. Value Proposition Increased Clinician Satisfaction Higher Quality Patient Notes Accelerated EHR Adoption 1 2 3

  8. The occurrence was one hour prior to arrival The course of pain is constant Location of pain: Left foot Location of bleeding: None Assessment: Broken Left Foot donut ran upstairs dizzy The occurrence was one hour prior to arrival The course of pain is constant Location of pain: Left foot Location of bleeding: None Assessment: Broken Left Foot The Challenge of Narrative vs. Discrete dataBeyond convenience, quality of care at risk Narrative Dictation Structured Entry The patient is a 74-year-old female who presents with a complaint of fall, she woke up this morning and had a donut for breakfast instead of her usual cheese bagel, while eating breakfast she heard the phone ringing in the upstairs bedroom. She ran upstairs to get it. She felt dizzy and fell down the stairs and broke her left foot. Example 1 The patient is a 74-year-old female who presents with a complaint of fall, she was playing soccer with her grandkids in the backyard and slipped and broke her left foot Example 2 Source: Nuance Survey with nearly 1,000 responses from physicians, Dec 2009

  9. ROI Benefits Positioning for the Audience

  10. Compelling Drivers to Purchase • Financial • Federal incentives:Meaningful Use Stage 1 Achievement • Cost savings: Reducing/eliminating cost and dependency on traditional transcription (outsourced or in-house) • Increase reimbursement: Studies confirm Dragon Medical increases RVU/patient chart based on more complete documentation. • Rapid ROI: ROI is measured in months! • Other Reasons • Physician satisfaction and adoption of EHR: Talking instead of “point and click” • Increased productivity: EHRs add time to an MDs day. Dragon Medical frees up time so MDs can either see more patients each day or spend more time with each patient • Improved patient care: Quicker TAT on reports; more thorough narrative/patient notes • “Not everything that can be counted counts, and not everything that counts can be counted."

  11. End UserBenefits Financial Stakeholders • Practice Owner(s) • Increase revenue • Faster documentation completion leads to quicker reimbursement • More complete documentation justifies increased reimbursement • Decrease costs • Self-editing allows for bypass of MT • Compliance/Patient Safety • Faster improved documentation process leads to improved level of patient care • Less risk • Leverage investment in EHR • Speech enable the EHR promoting physician adoption • Implementation Experience

  12. End User Benefits Productivity Stakeholders • Providers, Practice Managers, IT Staff • Workflow – increased productivity • Speed report completion through voice-driven shortcuts • Voice commands to navigate applications • Improved Quality of Care/Patient Safety • Faster, improved documentation process leads to improved level of patient care • Improved Quality of Life for the Clinician • Gives them back precious time • Ease of Use • Easy to install • Short training curve • Voice driven • Implementation Experience • You can make their lives easier!

  13. End User Benefits Technical Stakeholders • CIO, IT Staff • Ease of deployment and use • Programming ability is not necessary to setup and maintain • Speech enable the EHR • Fits with current or future EHR strategy • Allows dictation to any Windows-based electronic medical record system • Small network footprint • Does not require servers • Operates on industry-standard hardware • Information Access • Improved TATs result in faster availability of critical patient information • Use Dragon with any Windows application, including Microsoft Office suite • Value-Add for their clinicians • Implementation experience

  14. Maintenance & Support Benefits ALL End Users (and you too!) • For the Customer… • Includes a year of Upgrade Assurance and 24/7 Technical Support • Valuable addition to the support VARs offer their customers. • Maintenance on the PMII bundle includes maintenance on the microphone. • Protects against hardware damage (Dr. Bezerkowitz?) • 2 Consecutive Maintenance Contracts are less than the cost for one upgrade. • M&S insures the customer always has the latest version • For the VAR… • Customers are accustomed to purchasing maintenance on other items (insurance on business, home, health, auto, etc. and EHR!) • Gives the VAR an annuity of recurring revenue with renewals. • Helps drive high-margin sales • Assists in reaching next sales level in Dragon Medical Partner Program • Earn more Partner Marketing Funds • Sell more Pro Services on the new version installs/training.

  15. ROI Summary • Know your audience • How do they perceive value? • Leverage tools • ROI Calculator • Include the returns that can’t be counted! • Oh yeah… and SELL M&S!

  16. The ROI Tool

  17. ROI Tool Financial Returns • Transcription Costs • Daily Time Savings per Clinician • Revenue Impact per Visit

  18. Physician Office Reimbursement – Level of Service • RBRVS (“Resource-Based Relative Value Scale”) • January 1992 • Fee Schedule Maintained by CMS • Input from AMA/Specialty Society RVS Update Committee • 23 Medical Specialties Represented • 90+% of Private Insurers Use • Reimbursement Calculation • 5 “Levels of Service” Codes for New / Repeat Patients • Fee = “relative value” of service + amount of resources consumed • = amount of Doc Time + Practice Expense + Liability Expense • Adjusted by Geographic Practice Cost Index

  19. Physician Office Reimbursement – Level of Service • Reimbursement requires adequate documentation to support level of service billed. • Penalties for “overbilling” (where documentation doesn’t support charge) are SEVERE.

  20. Key Elements of Medical Record and Dragon Medical’s Role

  21. Documentation is “Graded” – Level of Service Established Principally By Detail of Documentation “Level II” $35 “Level III” $55 “Level IV” $85 “Level V” $115

  22. Fallon Clinic Study Results (subset) • 57% Improvement in the variance between what was billed and what could have been billed • Increased billing from correct coding for first 3 years: $34,762/MD • There are both financial savings and non-financial benefits in using Dragon in conjunction with an Electronic Medical Record • Physicians love it!

  23. Pop Quiz!

  24. Who Is Responsible for Determining the Level of Service for a Patient Visit? • The coding department • Some guy named James • The front office staff • The superbiller • The doctor • CMS

  25. Customer Presentation Why, When, How, and to Whom?

  26. Announcing Dragon Medical Practice Edition “Name of VAR” Presentation

  27. About [VAR] Subtitle Text text text text text text text text text text text text Text text text text text text text text text text text text Key Features • e.g. Specialties • e.g. References • e.g. Experience • Bulleted text • Bulleted text • Bulleted text • Bulleted text 28

  28. Challenges Facing Physician Practices Today Being as Efficient as Possible Using Their EHR Maintaining High Quality Patient Notes Meeting Meaningful Use Timelines Maintaining Patient Volumes Maximizing Practice Revenue How can physicians make their EHRs easier to use? Is there a proven path to make documenting care both more complete and faster than typing, so doctors can spend more time with patients? 29

  29. The Answer is …. Dragon Medical Practice EditionSpeech-Enable Your EHR • First Dragon Medical Solution for All Clinicians • Physicians, Nurses, Therapists, Physician Assistants, others • For Practices with 24 Physicians or Less • From the Market Leader • 180,000+ Clinicians • Compatible with All EHRs • Accelerated EHR Adoption • Clinician Satisfaction • Higher Quality Patient Notes Provider PC with Dragon Medical Practice Edition & PowerMic II EHR System 30

  30. Dragon Medical Practice Edition: Features and Benefits Increased Clinician Satisfaction 1 • 99% accurate out of the box, 15% more accurate than Dragon Medical 10 • Faster recognition speed – faster than Dragon Medical 10 • Medical vocabularies – covers nearly 60 medical specialties • Hidden mode – dictate anywhere in the EHR, reducing the need to toggle • Medical template library – library of macros for standard notes and “medical normals” 31

  31. Dragon Medical Practice Edition: Features and Benefits Higher Quality Patient Notes 2 • Nothing but speech – filters out “ums”/“ahs” and other accidental utterances • Recognition analytics – offers voice input advice to improve accuracy • Accent support – more comprehensive regional accent coverage 32

  32. Dragon Medical Practice Edition: Features and Benefits Accelerated EHR Adoption 3 • Smart configuration – self-detects hardware to optimize performance • New Dragon Sidebar – allows users to discover many commands, tips, and tricks • EHR support – only Dragon solution fully compatible and tested with EHRs • HIPAA-compliant – only Dragon solution securing patient confidentiality 33

  33. Dragon Medical Practice Edition: Enabling Practices to Deliver Higher Quality Care Spend More Time With Patients Dictate in Your Own Words • Medical Information at Your Fingertips • Increased accuracy means fewer errors to correct • More detailed History of Present Illness, more flexible Review of Systems, and more descriptive Assessment and Plan – your medical decision-making • Search your favorite medical references by voice (WebMD®, ICD-9, PubMed®, UptoDate®) 34

  34. Dragon Medical Practice Edition: Enabling Practices to Deliver Higher Quality Care • Secure Patient Information • Improve Physician Satisfaction • Dictate with confidence knowing that Dragon Medical Practice Edition is HIPAA compliant • Saves clinicians 30 minutes or more a day, so they can spend more time with patients or get home on time. Allows them to enjoy practicing medicine again 35

  35. Dragon Medical Practice Edition: Yields Cost Savings and Productivity Reduce the Cost of Documentation Support Higher Levels of Reimbursement Reduce Denials Increase Practice Volume • Dragon Medical Practice Edition can save $5,000 - $10,000 a year spent on transcription • Studies have shown that Dragon Medical’s more complete notes generate greater relative value units (RVUs) than either dictation or typing into an EHR   • Improves coding effectiveness and provides richer detail per patient • Faster, more accurate response reduces time spent on documentation, allowing clinicians to see more patients and increase practice revenue and profitability 36

  36. Dragon Medical Practice Edition:Summary of New Features and Benefits 37

  37. DEMONSTRATION 38

  38. QUESTIONS 39

  39. Don’t Delay!Get Dragon Medical Practice Edition Today! Here’s how: [specific to VAR]

  40. Sales Certification Program The New Nuance University

  41. Sales Certification Program • New On-line Site – Nuance University • https://ilearning.seertechsolutions.com/lmt/xlr8login.login?site=nuance • DMPE Product Training and Assessment US • No-cost • Coupon code: CPNDMPEPT • Highly Recommended for You and Your Sales Teams • Positioning • Features/Benefits • Demo Scripts

  42. Dragon Medical Practice Edition Presentation Scorecard

  43. Rating Scale: 1 – Not Acceptable 2 – Acceptable 3 – More than Acceptable 4 – Excellent Presentation Scorecard Certification Criteria

  44. Scoring Instructions 1. 4 Quadrants • Healthcare Knowledge • Product Solution Knowledge • Delivery Techniques • Audience Engagement 2. Indicate criteria achievement • Did not meet:  • Could have done better: - • Met criteria: + • Nailed it: +! 3. Score each quadrant • 1 = Not Acceptable • 2 = Acceptable • 3 = More than Acceptable • 4 = Excellent • Can use 2.5, 3.2, 3.8, etc. 4. Calculate Overall Score • Average of 4 quadrant scores 5. Provide feedback/comments

  45. Rating Scale: 1 – Not Acceptable 2 – Acceptable 3 – More than Acceptable 4 – Excellent Scorecard Example 3.0 Certification Criteria

  46. Comments Positive Feedback Areas for Improvement

  47. Tips & Tricks for the Demo Open Discussion

  48. Year of the Dragon Symbol of Power, Superiority and Rule

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