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Navigating Orthodontic Excellence with Virtual Assistants · Hey Docs!

0:05
Welcome to the Haydocks Podcast with your host Jill Allen. In this episode,
0:10
we're exploring the innovative world of my Orthova with special guest Casey Bull. Listen
0:16
in as we delve into the inspiration behind creating a tailored solution for orthodonic needs
0:22
with virtual assistance. We will be talking about the rigorous training their vas undergo
0:27
and the remarkable impact on both in office efficiency and patient care. Let's get
0:33
started by now we all know I talk to a lot of doctors and give
0:39
advice to practices in every stage of their life cycle. And one question my
0:44
docs ask all the time is who do you recommend for marketing to attract more
0:49
new patients from the Internet. My answer easy. I have been recommending Mary
0:54
K. Miller and her team at Kaleidoscope for the better part of a decade.
0:59
Why there thorough, professional and transparent Kaleidoscope Digital Marketing is who you want
1:03
to talk to because they understand how to market in the orthodonic world, and
1:08
they offer tools that are affordable and easy to use. I'm telling you,
1:12
if you're looking to step up your digital presence, Kaleidoscope should be your first
1:17
call go to contact kl dot com to request your free digital marketing consultation.
1:23
That's contact KL dot com. Fazie, I am so excited to have you
1:34
on Haydocs with me. And in the event that somebody doesn't know who you
1:40
are or doesn't know about my Orthova, do you mind just kind of talking
1:44
to us about the company and yourself and your role in the organization. Yeah,
1:49
well, thanks so much for having me. I'm super excited to have
1:52
this conversation today. So yeah, my name is Casey Bull. I'm the
1:55
chief operating officer at my Orthova and we're essentially a remote staffing solution for orthononic
2:02
offices. I cannot wait to get into this episode. As you know,
2:07
I was preparing for this, I'm like, oh my gosh, I've got
2:10
so many questions and so many thoughts. So again, thank you for being
2:14
on and I cannot wait for us to you know, dive into this.
2:17
So my very first question, what inspired you guys to bring this platform,
2:24
you know, into our industry and continuing to move in to third party companies
2:31
that are assisting us in our orthodonic practices. And you know, we can
2:37
see, you know, just the progression of things that had to be done
2:40
in the office too. Gosh, how things can be outsourced. And you
2:46
know, I think, of course we would all agree. COVID really pushed
2:49
us all out of our comfort zones to say, huh, maybe we should
2:52
be rethinking things a little bit. But for me, talking about the idea
2:57
of a virtual assistance, Oh, that just gets me excited. So I
3:01
want you to just kind of dive into that and tell me a little bit
3:05
about that, tell our audience a little bit about that and how that is
3:07
working. Yeah, there's so much to impact their jealous like where to start.
3:15
So I think I worked in a practice, I became a consultant,
3:20
worked with hundreds of offices. The one thing that everyone has in common is
3:24
bandwidth problems, even if they don't have necessarily recruitment problems, which that's a
3:30
problem in a lot of areas right now, is just finding people that are
3:34
fantastic at what they do for specifically the front desk. What our goal is
3:39
is to empower orthodontists with like a new solution for staffing, coupling that with
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this digital revolution of you know, inside of orthodonics, where there's so many
3:52
things that can be done with a computer and a phone, and all of
3:57
us were forced to if we weren't open to it before. Remote staffing in
4:00
some capacity at least during COVID, even if you're not doing it now,
4:03
Like everybody worked remotely during COVID, and so that's the opportunity. The challenge
4:11
is how can we make it seamless to a practice, like how can we
4:15
consistently have remote staffing the quality control? You know, there's so many unknowns
4:19
for a lot of offices. Well, okay, I'm potentially open to it.
4:24
I have the need, but I still don't have it visualized of how
4:26
it can support my team. But ultimately, look, our vision is that
4:30
staffing will no longer be like the greatest challenge in the orthodonic office. So
4:35
I want you to just kind of break it down for me. What's your
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definition of what does this look like and what need or role are we kind
4:46
of filling When we say virtual assistant, So I have talked to some offices
4:50
it's like a virtual assistant, like, how are they going to check expanders?
4:56
I'm like, you know, it's not a chair side assistant. The
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term virtual assistant is just kind of like the common name of someone who works
5:06
overseas and supports a business or person. So there's a lot of VA companies
5:13
out there to serve businesses or to be an executive assistant. And so even
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if you know, you find an incredible talent, and there's a lot of
5:21
incredible talent, I will get there, I promise. But let's say we
5:25
assume that for now we have incredible talent, they have incredible communication skills and
5:30
they're really affordable. Great, you throw them to an orthodonys, Well,
5:33
what do I do with them? Like you said? And so we make
5:36
sure that the practice is equipped with the right onboarding. We have to make
5:40
sure that the right onboarding happens. But even before then, we need to
5:43
make sure that there's a level of training. I don't have to tell you.
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You know, there's so many commonalities from every practice, like there's a
5:48
base level of knowledge. So we say, like we get these vas,
5:53
these remote team members eighty percent of the way they are in terms of their
5:57
knowledge in orthodonics, in their training, and then through the onboarding process which
6:01
we help assist, it's the last twenty percent because if you have to like
6:06
bespoke the training to that particular practice. But these individuals are coming from overseas
6:13
from Latin America if you need bilingual, or from the Philippines. When I
6:16
tell you that these individuals are unmatched in their dedication, they're so grateful for
6:23
this opportunity because while yes, it's an incredible deal. You know, you're
6:28
looking at less than fifty percent of the cost of having someone in the office,
6:31
but they're making you know, sixty percent more what they could make locally.
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So it's an incredible opportunity for them. It's an incredible deal for the
6:40
practice. And I actually had an email ironically just yesterday from a doctor who
6:45
said that this mom in Texas was so impressed with the person of how they
6:50
navigated the film wanted to thank them in person, had it being no idea
6:55
this person worked remotely, let alone in the Philippines. And then this individual
6:59
ended up calling the patient back, not knowing that they had this interaction in
7:01
the practice, and said, hey, I wanted to make sure that all
7:03
your concerns were addressed in the practice, and she just was thrilled with the
7:08
level of customer service at this individual brought to her and her daughter. Now
7:12
that being said, I don't doubt that people in the practice could do that
7:15
level of customer service. The problem is is all the distractions, the necessary
7:20
distractions that happen when you're physically in an office, But there's so much opportunity
7:26
to provide exceptional patient experience when you can be dedicated to that. You and
7:32
I both know, like we automatically think assistant as in physical assistant. Right,
7:38
let's unpack that a little bit. What roles are vas kind of helping
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with. There's a lot of opportunity, you know, like I said in
7:45
the beginning, with this digital revolution that we have, there's so much that
7:49
can be done, even on the clinical side, but looking at administratively,
7:54
the most common right now are phones, phone support, SMS, voicemails handling
8:00
all of that. Then you also have a role that we're calling everyone calls
8:05
new patient coordinator a little bit different, but these individuals have been trained and
8:07
had to take a fantastic new patient call. They verify the insurance benefits,
8:13
they request the records from the dentist, they make sure the health history is
8:16
submitted so everything is done before the patient comes in, and they're also responsible
8:20
for the reports that are associated with the new patient who hasn't come in for
8:26
the console, who canceled or no showed or if you have all this marketing
8:28
implemented all those leads who never booked in the first place, so they're just
8:33
responsible for scheduling patients. You also have insurance, just handling insurance. Many
8:41
of our candidates worked for it. You know, you're calling the insurance company,
8:43
they're answering it. In the Philippines, our team members used to work
8:48
for those insurance companies and aren how on our team so they can navigate it
8:50
beautifully. And then you have kind of like a TC assistant helping make sure
8:56
that follow ups are kept up with whether they're ghosts writing emails to take that
9:01
off of the plate of the TC, or maybe they're disresponsible for long term
9:05
pending or maybe growth guidance, maybe extraction referral letters. There's so many things
9:11
in terms of how they can assist various team members in your admin team.
9:16
Knowing that everyone wears so many multiple hats, and so that's typically where we
9:18
start with, is what keeps falling through the cranks and what would your team
9:24
instead of feeling threaten that there's this remote team member who can work you know,
9:28
and wait, I want to work remotely? And why can't I work
9:31
remotely and they can kind of thing. But if I could take this off
9:33
your plate, how would your job satisfaction increase? You know? I think
9:37
about that in this business principle of the eighty twenty how much of our business
9:43
is spent on the eighty percent of the work that keeps us from the twenty
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percent that really matters. And I think you can apply that in so many
9:52
ways within an office. You know, if we've got a front office team
9:56
member who is so caught up in the a the person is stuff that is
10:01
important, but it's the busy work of a practice and they can't engage in
10:07
that patient experience the person that's standing right in front of them, which is
10:11
I think the twenty percent that really matters. You know, I love this
10:15
concept and thinking about it again, it can be in any area of the
10:20
practice. Yep. We have virtual assistance helping with extracting records from CBCT,
10:26
digitally removing brackets to prepare for retainers, submitting in visiline prescriptions. You know,
10:31
we have one who works on the weekend and they pull the inserts or
10:35
the delivery appointments for the next week and whatever appliances haven't been checked in on
10:41
Monday morning, the clinical lead has that list in our inbox. It's done.
10:46
Someone else is running it for them. So much opportunity. And I
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think you need that patient interaction. That's what you can't automate. That's what
10:52
you can't outsource. So let's empower the team to be committed to that and
11:00
anything that takes them away from that, let's see how we can bring it
11:03
outside. Oh. I love this concept, and you know, I really
11:05
believe that our orthodonic offices of the future are really going to be lean,
11:11
mean machines. You know, gone are the days of in my opinion,
11:16
you know, these practices that have twenty thirty employees and you know, just
11:20
too many bodies in the practice. I think the office of the future is
11:24
going to have key employees there to deliver exceptional patient experience. And then I
11:31
do believe we're going to be outsourcing some of these other roles so that they
11:37
can do exactly you know, they can be the best TC that they can
11:39
be, or the best front office coordinator that they can be, or you
11:43
know, as the company, my Orthova was kind of pulling all of this
11:48
together. How did you go about equipping your team members. Now, I
11:52
know you kind of talked about it a little bit, especially knowing that a
11:56
lot of the team members or all of the team members are not in the
12:00
States, getting them the tools that they need and the qualifications that they need.
12:05
We have an incredible recruitment engine. So it all starts with how do
12:09
we find these individuals. We have lots of applicants. I mean we had
12:13
twelve hundred applicants last month. We have lots of applicants. These individuals,
12:18
like I said, are coming from insurance companies. There are ends, their
12:24
doctors, their dentists. So we're able to take all of these candidates,
12:30
find the right ones with the right qualifications, with the right mindset, the
12:33
right communication skills, and train them. Now, our training is fantastic,
12:39
and sometimes our recruitment isn't. We don't get it perfect, but that's okay
12:43
because not everyone graduates our training. Right. So once they've gotten through our
12:46
training and they graduate our training, I guess what does that look like for
12:52
us? We see getting them to that eighty percent so that the practice can
12:54
wrap it up with the bespokeness of that last twenty percent. So we're looking
12:58
at the orthodonic process what's the workflow, so contextualize like it's not just a
13:05
tick box exercise. They understand the flow of a patient and the flow and
13:09
a practice. They understand I mean, we've exposed them to every single type
13:11
of orthodonic appliance, so that if they hear a name like Herbs, they're
13:16
like, oh, I remember what that is. Or if they hear a
13:20
name you know, cale Owen's or lighte force, like, they know that
13:22
those are bracket systems. So they're exposed to every single orthodonic appliance. They
13:26
know how to read a treatment card, they know how to take a fantastic
13:31
new patient call because in addition to their written they have to take the oral
13:35
exam, which is a new patient call. And lastly, they have to
13:39
understand the importance of sales and marketing and orthonics because they need to know that
13:43
we are reliant on referrals. So patient experience comes before any administrative hurdle.
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We make sure that they have all of that training and expectations going into it.
13:54
We also train them that most orthodontists don't know what to do with you,
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so we prep them with guides for like what questions to ask, and
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they have to be experts, because experts in being a VA in ways that
14:07
the office won't be able to guide them. And I can imagine this is
14:11
completely new territory understanding how do I manage an employee like this? How do
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I get them the tools that they need to be an extension of my practice?
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I'm sure take some learning, even on our side when we're in the
14:28
offices, the office manager whoever's kind of overseeing or helping with the remote employee.
14:33
So I'm kind of curious if you can just talk. I know you
14:37
told the little story about this, but how as you guys have been coming
14:41
in and coming alongside practices, what have you been seeing as far as improvement
14:48
in patient care? And maybe some feedbacks that you've been hearing about how this
14:54
is helping their workflows. You know, there are some unimpended consequences that are
14:58
be that we did not necessarily anticipate. One includes the fact that while we
15:07
respond to our text message instead of within two hours, within two minutes,
15:11
huge, huge patient experience improvement. If you're a practice that leverages text messaging,
15:16
but you don't respond immediately, that's how patients expect a text message conversation
15:20
to go back and forth quickly. But one of the most beautiful unintended consequences
15:26
that I have seen and a received feedback for is the fact that these vas
15:31
are culture improvers. So admittedly, I'm thinking, Okay, I love this
15:37
concept. I love these our first round, our first cohort of vas.
15:41
But how are the staff going to take this? You know, always planning
15:43
for the worst. In reality, when you have an individual, let's just
15:48
use they're not from Latin, let's say that they're from the Philippines. They're
15:52
working the grave hardshift. Okay, they're working maybe eleven PM to seven am
15:56
their time, right, they're professional VAS, so they've been working these hours,
16:00
you know, for six years, let's say, So they're comfortable with
16:03
that. But they're coming in with energy, with enthusiasm, from a place
16:07
of gratitude. And so, especially if you're in office that's willing to have
16:11
this individual be engaged and not feel like an outsourced provider. The other team
16:18
members are going paint, how is this person so enthusiastic? And patients are
16:22
asking to talk to that person, and why aren't they asking to talk to
16:26
me? And all of a sudden, everybody gets a little bit more engaged,
16:29
everyone takes a little bit step further because now you have this kind of
16:32
social pressure. It's unspoken, but it really improves the team's engagement. Just
16:37
amazing. So on top of just being more on top of patient calms and
16:44
all of those administrative tasks to improve patient care, it's actually improving the practice
16:48
culture and overall engagement. Oh I love that. So I'm sure I've got
16:53
a lot of docs that are listening right now. And like with anything new,
17:00
the integration or the process of figuring out how do I bring a virtual
17:07
assistant into my practice. I don't know what you guys tend to see,
17:11
but you know, I'm thinking, you know, it takes a little bit,
17:14
probably three months or so to really get everything up to speed. But
17:17
you may say, nope, Jill, actually it's much shorter, you know.
17:21
That is the amazing thing is just this morning I got a message from
17:26
one of our account managers that they had feedback from a client saying, I
17:30
can't even believe it. We anticipated training to take all day. It was
17:34
over in two hours. And normally you know, so and so say Michael,
17:40
and the practice is always detail oriented and given feedback, this person did
17:42
this wrong? And this person did this wrong and nothing's been done wrong.
17:47
We're on day fourteen and it's going great. Can we just do another check
17:49
in in a month because we don't need anything. We're fine, Like these
17:52
individuals can get productive incredibly bad. I mean, yes, we're finding incredible
17:57
talent, and I mean I'm proud of every single person that is in our
18:02
talent pool right now and ready to go. It is really important to get
18:04
the onboarding right. Getting the onboarding right, whether it's for a virtual assistant
18:10
through my orthor VA or just a remote team member, it's all about getting
18:14
that onboarding right. So you have to make sure that how would you do
18:18
it in an office? Right, it's first day for someone. The first
18:21
thing that you have someone to do is can you go shadow Mary? And
18:23
then so talking to doctors, Well, how do we do that without doing
18:26
it like through zoom through Google Meeting. Just put the Google Meeting on there.
18:30
You can have Mary dictate when she can and when she can't. The
18:34
VA will just observe what's happening, you know, through the webcam, through
18:40
the audio, through what's on the screen, and what we find is just
18:45
three days of shadowing. Naturally, it's going to be training on like actual
18:48
task completion, but having dedicated like don't rush it. Three days isn't a
18:52
lot anyways, but three days of shadowing and ideally with three different people because
18:57
everybody communicates differently, your moves through the practice management software slightly differently, and
19:03
find it you know better ways to do things. Three days of shadowing is
19:07
a game changer. The other thing, you need to have very strong communication
19:11
because as soon as communication goes dark, then there's wait, what is this
19:15
person doing again, whether that they're a remote employee in the US or a
19:19
VA, you have to have strong communication. What we do is we have
19:23
an end of day report, productivity report. You know exactly what they did
19:27
at the end of the day, even if you didn't touch base with them.
19:30
But you do need to have some sort of way to have fast communication
19:33
outside of just email, so Slack, Microsoft teams, google Chat, WhatsApp,
19:38
just something that can get easy access into the team. And then the
19:42
engagement part, so you know, you had to said as an extension of
19:45
the practice, this can't feel like, oh, I'm outsourcing a service to
19:49
someone else and that is a faceless service. This is not faceless. You
19:55
actually select your VA, You're like, oh my gosh, I love col
20:00
It's fantastic. Colie's my person. Engage with her, you know, make
20:03
sure that if you're having a team meeting, you have a screen up and
20:07
Coley's there. During the holidays, it was so amazing. We saw photos
20:11
of people having like a long table with like a screen on the end,
20:15
and so they brought a laptop to the restaurant so that the VA can participate
20:19
in that way. So you have to just keep them engaged. So an
20:23
important onboarding. Don't skip the shadowing piece. Even if they can execute tasks,
20:29
they need to understand how you work with patients, So you have to
20:32
get all that contextualized, strong communication and then keeping them engaged. Hey,
20:37
Dox, let's talk about consumer experience for a minute, specifically the kind of
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a suite of excellence. So let's just say we've got a smaller practice.
22:41
Who are you usually seeing as kind of managing this? Is it the doctor,
22:47
is it a specific team member? How do you usually see that?
22:49
I mean, we have someone where it's literally the doctor is involved every step
22:55
of the way. And we had to really find a VA who is a
23:00
really seasoned VA and they can help guide. And so what some of the
23:04
time that they would do is like, hey, doc, let me observe
23:07
you for two hours as you're working through your catch ups. At the end
23:11
of the two hours said okay, here's a list of all the things that
23:15
I can do for you that you just did. And so that's where,
23:18
like I think matching the right person that being said, a smaller practice that
23:22
has like let's say maybe they don't have an office manager, but they have
23:26
one admin person. Right, it's a startup. They have one admin person,
23:29
maybe one chair side. The one admin person can't get to everything.
23:33
So do you have the one admin person in practice? Answer all the phones,
23:37
and so all the administrative things go to the VA or vice versa.
23:41
What this particular VA does is they have core responsibilities, which is phones and
23:45
SMS. But because it's a smaller practice, it's not all day, right,
23:48
so they're responsible for all that patient communication, but one hour a week
23:53
they train in something new. So now if they need help like oh the
23:57
letter Q got backed up, or oh, we haven't gotten a chance to
24:02
call that active patients without a future appointment report, so they have a list
24:06
of all the things that they could potentially delegate to if you know, they
24:10
run out of time. So really an admin floater could be really fantastic for
24:15
a startup practice. And in that we just have to find someone who has
24:18
the detail orientedness, you know, the communication skills. They have to almost
24:22
have it all. Whereas those lot of practices, if we find someone who's
24:26
like you know, dialed with insurance background and has an accounting bachelor's degree,
24:32
awesome as an insurance coordinator, and we can be focused on that, you
24:36
know, for the smaller practice, we might have to look at a wider
24:37
skill set that can support in a broadway. And I just really appreciate that
24:42
you brought up the startups, because, as you know, I work with
24:45
a lot of startup practices and doctors who are doing acquisitions, and my brain
24:51
is just like, oh, this is so good, because that is a
24:55
lot of times our struggles with their startups is, you know, we may
24:59
hire that first employee and I would say fifty percent of the time their first
25:03
hire doesn't even make it the first six months. With my team, we're
25:07
constantly training the doctor, training a new person, training the doctor training a
25:11
new person. You know, I think about, wow, how nice would
25:14
that be. Eventually we have to have somebody in the office. Of course,
25:18
as a startup, you can't run, you know, without anybody in
25:21
the office. But many, many times my startup docs are working multiple jobs
25:26
and it's just again that eighty percent of the stuff that they need to be
25:30
there to convert that new patient into a start and be there to do that
25:34
start appointment, but they may not have the time on their off days to
25:38
follow up with the patients that have come in, or to verify the insurance
25:42
or the different things. So I love the concept of this, whether it's
25:48
a big practice or a small practice, but just being able to think about
25:52
take the busy work off of the doctor's plate or the busy work off of
25:57
it. They're not quite ready to hire that next in person employee into the
26:02
practice yet. So let's talk a little bit about if somebody wanted to get
26:07
a hold how would they go about finding out more about my orthova and you
26:12
know, reaching out to you. You can go to myorthova dot com.
26:17
If you scroll all the way down to the bottom of that page, you
26:19
can book a meeting directly with me. Feel free. I would love to
26:22
have that conversation. That's great. Just as we finish up, is there
26:26
anything that you think that we did not cover that You're like, oh,
26:30
Jill, I've got like one more point that I wanted to just make sure
26:33
somebody hears. Yeah, you know, I think it's the part about if
26:37
I do this, what's going to happen and there's virtually no risk. You
26:41
know, this is incredibly affordable, there's no commitment. You could say,
26:47
Casey, it's not working out the way I thought it was. After day
26:49
two and it's over like, there's no risk and there's only opportunity. So
26:55
I would say, just I encourage you to give it a try. Well
26:57
as I like to finish paydocs One of the things I like to do is
27:02
a speed round. So are you ready for this speed round challenge? I
27:07
am. Let's do it all right, here we go. Describe your style
27:10
in one word playful. Oh I like that one. All right. What
27:14
are you listening to or watching right now? I'm watching Showgun right now.
27:18
It's a series on Hulu's that's great. I'm always looking for new shows,
27:22
so Showgun. I'll have to look that one up. What do you like
27:26
to do? Just for you? Saana? I do this son almost every
27:29
day. Do you have one at home? I do oh for Christmas and
27:36
I use it every single day. It's, you know, just quiet,
27:38
nothing, you know, just meditate for twenty thirty minuts. So good,
27:44
so good? All right? And do you have a hidden talent you'd want
27:45
to share with us? I used to be a professional dancer. Oh that's
27:51
awesome, all right. And then last one, what's your big harry audacious
27:56
goal? You know it's a daily you know. I just want to do
28:00
it all. I want to do it all every day. I want to
28:02
make an impact for our hiends, for our team. I want to be
28:03
kicked But mom, devoted wife, support a friend, and don't forget about
28:07
my sona time. Don't forget about it, take some time for me.
28:11
That's great, that's great, well, Casey, it has been just an
28:14
absolute pleasure having you on Haydocks and I am sure that you just peaked a
28:19
lot of interest with a lot of docs. So thanks again for being on
28:22
the show with us. Thank you so much, show, so much fun.
28:26
Are you ready to start a practice of your own, need a new
28:29
fresh set of eyes or some advice on your existing practice. If so,
28:33
reach out to me Jill Allen at www dot practice results dot com. If
28:38
you like what we're doing here on Haydocks and want to hear more of this
28:41
awesome content, be sure and give us a five star rating on your preferred
28:47
listening platform and subscribe to our show so you never miss an episode. Remember,
28:52
new episodes drop every Thursday. See you next week.