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#167 | 5 Steps to Simplify Your MedTech Business Using Virtual Assistants · Clinician to CEO : Export Your Medical Device With Confidence By Overcoming Go To Market Roadblocks For Medtech Growth

• 0:00
  In
• 0:00
  this
• 0:00
  episode,
• 0:00
  you're
• 0:01
  going
• 0:01
  to
• 0:01
  learn
• 0:01
  three
• 0:02
  things.
• 0:03
  Number
• 0:03
  one,
• 0:04
  how
• 0:04
  to
• 0:04
  spot
• 0:04
  the
• 0:05
  real
• 0:05
  bottleneck
• 0:06
  in
• 0:06
  your
• 0:06
  business
• 0:06
  before
• 0:07
  you
• 0:07
  hire
• 0:07
  another
• 0:07
  person
• 0:08
  and
• 0:08
  accidentally
• 0:08
  make
• 0:09
  the
• 0:09
  chaos
• 0:09
  more
• 0:09
  expensive.
• 0:10
  Number
• 0:11
  two,
• 0:11
  how
• 0:12
  to
• 0:12
  separate
• 0:12
  clinical
• 0:13
  work
• 0:13
  from
• 0:13
  clerical
• 0:14
  work
• 0:14
  so
• 0:15
  you
• 0:15
  stop
• 0:15
  doing
• 0:16
  tasks
• 0:16
  to
• 0:16
  drain
• 0:17
  your
• 0:17
  time,
• 0:17
  margin
• 0:18
  and
• 0:18
  energy.
• 0:19
  And
• 0:19
  number
• 0:20
  three,
• 0:20
  how
• 0:21
  to
• 0:21
  build
• 0:21
  the
• 0:21
  lean
• 0:22
  operating
• 0:22
  model
• 0:23
  using
• 0:23
  virtual
• 0:24
  assistants
• 0:24
  with
• 0:25
  the
• 0:25
  systems
• 0:26
  SOPs
• 0:27
  and
• 0:27
  oversight
• 0:28
  that
• 0:28
  make
• 0:28
  it
• 0:28
  reliable.
• 0:29
  Not
• 0:30
  risky.
• 0:31
  Welcome
• 0:32
  to
• 0:32
  Clinician
• 0:32
  to
• 0:33
  CEO,
• 0:34
  the
• 0:34
  podcast
• 0:34
  helping
• 0:35
  clinicians
• 0:36
  simplify
• 0:36
  your
• 0:36
  go-to-market
• 0:37
  strategy
• 0:38
  so
• 0:38
  that
• 0:38
  you
• 0:38
  can
• 0:38
  stop
• 0:39
  guessing
• 0:39
  and
• 0:40
  turn
• 0:40
  your
• 0:40
  working
• 0:41
  prototypes
• 0:41
  into
• 0:42
  international
• 0:42
  MedTech
• 0:43
  businesses.
• 0:44
  I'm
• 0:44
  your
• 0:44
  host,
• 0:44
  Hakeem
• 0:45
  Aade.
• 0:46
  Let's
• 0:46
  get
• 0:46
  started.
• 0:47
  my
• 0:48
  guest,
• 0:48
  Bob
• 0:48
  at
• 0:48
  Lash
• 0:49
  has
• 0:49
  spent
• 0:50
  years
• 0:50
  helping
• 0:50
  healthcare
• 0:51
  businesses
• 0:51
  redesign
• 0:52
  how
• 0:52
  work
• 0:52
  actually
• 0:53
  gets
• 0:53
  done.
• 0:54
  Not
• 0:54
  by
• 0:54
  hiring
• 0:55
  armies,
• 0:55
  but
• 0:56
  by
• 0:56
  building
• 0:56
  lean,
• 0:57
  well-structured
• 0:58
  teams
• 0:58
  that
• 0:58
  free
• 0:59
  founders
• 0:59
  up
• 1:00
  to
• 1:00
  focus
• 1:01
  on
• 1:01
  what
• 1:01
  they
• 1:01
  should
• 1:01
  be
• 1:01
  doing
• 1:02
  to
• 1:02
  go
• 1:02
  to
• 1:02
  market
• 1:03
  execution
• 1:03
  to.
• 1:03
  And
• 1:03
  scale.
• 1:04
  So
• 1:04
  this
• 1:04
  is
• 1:04
  not
• 1:05
  an
• 1:05
  episode
• 1:05
  about
• 1:05
  virtual
• 1:06
  assistant
• 1:06
  just
• 1:07
  as
• 1:07
  a
• 1:07
  service.
• 1:07
  It's
• 1:08
  about
• 1:08
  conversation
• 1:08
  about
• 1:09
  why
• 1:09
  you
• 1:09
  can't
• 1:10
  actually
• 1:10
  work
• 1:11
  and
• 1:11
  export
• 1:11
  chaos,
• 1:12
  and
• 1:12
  how
• 1:12
  the
• 1:13
  right
• 1:13
  operational
• 1:14
  backbone
• 1:14
  becomes
• 1:15
  the
• 1:15
  competitive
• 1:15
  advantage
• 1:16
  when
• 1:16
  you're
• 1:16
  trying
• 1:16
  to
• 1:17
  grow
• 1:17
  a
• 1:17
  MedTech
• 1:17
  business
• 1:18
  beyond
• 1:18
  your
• 1:19
  home
• 1:19
  market.
• 1:20
  Thanks
• 1:20
  for
• 1:20
  coming
• 1:20
  on,
• 1:20
  Bob.
• 1:21
  Thanks
• 1:21
  for
• 1:21
  having
• 1:21
  me.
• 1:22
  Appreciate
• 1:22
  it.
• 1:22
  No,
• 1:22
  really
• 1:23
  looking
• 1:23
  forward
• 1:23
  to
• 1:23
  this
• 1:23
  one
• 1:24
  because
• 1:24
  it's
• 1:24
  the
• 1:24
  one
• 1:24
  that
• 1:24
  not
• 1:25
  many
• 1:25
  people
• 1:25
  talk
• 1:25
  about.
• 1:26
  Actually,
• 1:26
  I
• 1:26
  think
• 1:26
  this
• 1:26
  is
• 1:27
  gonna
• 1:27
  be
• 1:27
  really
• 1:28
  useful
• 1:28
  for
• 1:28
  my
• 1:28
  listeners.
• 1:29
  Most
• 1:29
  clinicians
• 1:30
  and
• 1:31
  healthcare
• 1:31
  founders
• 1:31
  think
• 1:32
  scaling.
• 1:33
  Really
• 1:33
  means
• 1:34
  hiring
• 1:34
  locally
• 1:35
  and
• 1:35
  hiring
• 1:35
  fast.
• 1:36
  Is
• 1:36
  that
• 1:36
  the
• 1:36
  right
• 1:36
  thing
• 1:36
  to
• 1:37
  do?
• 1:37
  If
• 1:37
  it
• 1:38
  is,
• 1:38
  great.
• 1:38
  What's
• 1:39
  your
• 1:39
  advice
• 1:39
  to
• 1:39
  them?
• 1:39
  And
• 1:39
  if
• 1:39
  it's
• 1:40
  not,
• 1:40
  why
• 1:40
  is
• 1:40
  it
• 1:40
  not
• 1:41
  the
• 1:41
  best
• 1:41
  thing
• 1:41
  to
• 1:41
  do?
• 1:42
  Yeah,
• 1:42
  it's
• 1:42
  interesting
• 1:42
  and
• 1:42
  know
• 1:43
  we,
• 1:43
  uh,
• 1:43
  we
• 1:43
  chatted
• 1:43
  a
• 1:43
  little
• 1:44
  bit
• 1:44
  before
• 1:44
  we
• 1:44
  got
• 1:44
  on
• 1:44
  this
• 1:45
  call,
• 1:45
  and
• 1:45
  what
• 1:46
  we
• 1:46
  have
• 1:46
  found
• 1:46
  through
• 1:46
  the
• 1:47
  years
• 1:47
  of
• 1:47
  doing
• 1:48
  this
• 1:48
  is
• 1:48
  that,
• 1:49
  you
• 1:49
  know,
• 1:49
  ever
• 1:49
  since
• 1:49
  COVID,
• 1:50
  it's,
• 1:50
  it's
• 1:50
  a
• 1:51
  very,
• 1:51
  very
• 1:51
  interesting
• 1:52
  kind
• 1:52
  of
• 1:52
  change
• 1:53
  that
• 1:53
  has
• 1:53
  happened
• 1:54
  where
• 1:54
  different
• 1:55
  practices.
• 1:56
  Different,
• 1:56
  you
• 1:56
  know,
• 1:57
  different
• 1:57
  companies.
• 1:57
  No
• 1:57
  matter
• 1:58
  what
• 1:58
  it
• 1:58
  is,
• 1:58
  people
• 1:59
  are
• 1:59
  now
• 1:59
  open
• 2:00
  to
• 2:00
  looking
• 2:01
  remotely
• 2:02
  rather
• 2:02
  than
• 2:02
  in
• 2:02
  our
• 2:02
  own
• 2:03
  office.
• 2:03
  A
• 2:03
  lot
• 2:03
  of
• 2:03
  times
• 2:04
  we
• 2:04
  all
• 2:04
  thought
• 2:04
  that
• 2:05
  unless
• 2:05
  someone
• 2:05
  was
• 2:05
  sitting
• 2:06
  next
• 2:06
  to
• 2:06
  me
• 2:06
  where
• 2:06
  I
• 2:06
  could
• 2:07
  see,
• 2:07
  feel,
• 2:07
  and
• 2:08
  touch
• 2:08
  it,
• 2:08
  the
• 2:08
  job
• 2:08
  wasn't
• 2:09
  going
• 2:09
  to
• 2:09
  get
• 2:09
  done.
• 2:10
  But
• 2:10
  if
• 2:10
  you
• 2:10
  have
• 2:10
  the
• 2:11
  right
• 2:11
  systems,
• 2:11
  processes,
• 2:13
  and
• 2:13
  workflows
• 2:14
  that
• 2:14
  are
• 2:14
  aligned
• 2:15
  up
• 2:15
  with
• 2:15
  proper
• 2:16
  job
• 2:16
  descriptions
• 2:17
  and
• 2:18
  SOPs,
• 2:18
  et
• 2:18
  cetera,
• 2:19
  then
• 2:19
  outsourcing
• 2:20
  is
• 2:20
  something
• 2:21
  that
• 2:21
  not
• 2:22
  only.
• 2:22
  Is,
• 2:23
  is
• 2:23
  becoming
• 2:23
  more
• 2:24
  and
• 2:24
  more
• 2:24
  efficient,
• 2:24
  but
• 2:25
  also
• 2:25
  can
• 2:25
  keep
• 2:25
  our
• 2:25
  costs
• 2:26
  low.
• 2:26
  As
• 2:27
  healthcare,
• 2:27
  we,
• 2:28
  we
• 2:28
  all
• 2:28
  know
• 2:28
  this,
• 2:28
  healthcare
• 2:29
  costs
• 2:29
  keep
• 2:29
  rising
• 2:30
  and
• 2:30
  rising
• 2:30
  and
• 2:30
  rising,
• 2:31
  and
• 2:31
  there's
• 2:31
  gotta
• 2:31
  be
• 2:31
  some
• 2:32
  give
• 2:32
  to
• 2:32
  it.
• 2:33
  So
• 2:33
  for
• 2:33
  all
• 2:33
  of
• 2:34
  us,
• 2:34
  we
• 2:34
  need
• 2:34
  to
• 2:34
  make
• 2:35
  sure
• 2:35
  that
• 2:35
  our
• 2:35
  numbers
• 2:35
  are
• 2:36
  correct
• 2:36
  and
• 2:36
  yeah,
• 2:37
  and
• 2:37
  that's,
• 2:37
  that
• 2:37
  is
• 2:37
  obviously
• 2:38
  when
• 2:38
  you,
• 2:38
  especially
• 2:38
  if
• 2:39
  you're
• 2:39
  in
• 2:39
  a
• 2:39
  startup
• 2:39
  or
• 2:40
  you're
• 2:40
  a
• 2:40
  clinical
• 2:40
  founder,
• 2:41
  you
• 2:41
  know,
• 2:41
  that's
• 2:41
  one
• 2:42
  of
• 2:42
  the
• 2:42
  big
• 2:42
  things
• 2:43
  that
• 2:43
  actually
• 2:43
  kill
• 2:43
  lots
• 2:44
  of
• 2:44
  businesses
• 2:44
  is
• 2:44
  the.
• 2:45
  The
• 2:45
  costs.
• 2:46
  And
• 2:46
  a
• 2:46
  lot
• 2:46
  of
• 2:46
  those
• 2:46
  costs
• 2:47
  come
• 2:47
  from
• 2:47
  overheads
• 2:48
  such
• 2:49
  as
• 2:49
  staff.
• 2:49
  So
• 2:50
  on
• 2:50
  that
• 2:50
  basis,
• 2:51
  if
• 2:51
  you've
• 2:51
  got,
• 2:52
  you
• 2:52
  know,
• 2:52
  people
• 2:53
  listening
• 2:53
  to
• 2:53
  this
• 2:54
  and
• 2:54
  they're,
• 2:54
  they're
• 2:54
  in
• 2:54
  a
• 2:54
  position
• 2:55
  where
• 2:55
  they're
• 2:55
  thinking
• 2:56
  they
• 2:56
  need
• 2:56
  to
• 2:56
  scale,
• 2:56
  look,
• 2:57
  they
• 2:57
  need
• 2:57
  a
• 2:57
  few
• 2:57
  more
• 2:57
  people.
• 2:58
  What
• 2:58
  is
• 2:58
  your
• 2:59
  advice
• 2:59
  to
• 2:59
  those
• 3:00
  people
• 3:00
  in
• 3:00
  terms
• 3:01
  of
• 3:01
  what's
• 3:01
  the
• 3:01
  best
• 3:02
  way
• 3:02
  to
• 3:02
  do
• 3:02
  it
• 3:02
  and
• 3:03
  what
• 3:03
  are
• 3:03
  the
• 3:03
  key
• 3:04
  things
• 3:04
  that
• 3:04
  they
• 3:04
  need,
• 3:05
  um,
• 3:06
  to
• 3:06
  do
• 3:06
  it?
• 3:06
  Because
• 3:06
  it's
• 3:07
  not
• 3:07
  just,
• 3:07
  I'm
• 3:07
  gonna
• 3:08
  hire
• 3:08
  a
• 3:08
  virtual
• 3:09
  assistant,
• 3:09
  and
• 3:10
  then
• 3:10
  they,
• 3:10
  they
• 3:10
  start
• 3:11
  working
• 3:11
  and
• 3:11
  that's
• 3:11
  it.
• 3:12
  Yeah,
• 3:12
  the
• 3:12
  best
• 3:13
  thing
• 3:13
  to
• 3:13
  do
• 3:13
  for
• 3:13
  any,
• 3:14
  any
• 3:14
  small
• 3:15
  business,
• 3:15
  medium
• 3:15
  sized
• 3:16
  business,
• 3:16
  big
• 3:16
  business,
• 3:17
  to
• 3:17
  see
• 3:17
  where
• 3:17
  the
• 3:17
  bottlenecks
• 3:18
  are.
• 3:18
  Yeah,
• 3:18
  there's
• 3:19
  a
• 3:19
  bottleneck
• 3:19
  no
• 3:19
  matter
• 3:20
  where
• 3:20
  it
• 3:20
  is.
• 3:21
  You
• 3:21
  know,
• 3:21
  we
• 3:21
  break
• 3:21
  everything
• 3:22
  down
• 3:22
  into
• 3:22
  very
• 3:23
  simple
• 3:23
  forms.
• 3:24
  Four
• 3:24
  phases.
• 3:25
  And
• 3:25
  each
• 3:26
  phase
• 3:26
  is
• 3:26
  typically
• 3:27
  around
• 3:27
  the
• 3:27
  same,
• 3:27
  and
• 3:27
  we,
• 3:28
  you
• 3:28
  could,
• 3:28
  you
• 3:28
  could
• 3:29
  adjust
• 3:29
  it
• 3:29
  to
• 3:29
  your
• 3:29
  business,
• 3:30
  but
• 3:31
  there's
• 3:31
  a
• 3:31
  phase
• 3:31
  in
• 3:31
  any
• 3:32
  practice
• 3:32
  where
• 3:33
  it
• 3:33
  is
• 3:34
  before
• 3:34
  the
• 3:34
  patient
• 3:35
  is
• 3:35
  seen.
• 3:35
  And
• 3:35
  I'll
• 3:35
  just
• 3:36
  give
• 3:36
  you
• 3:36
  kind
• 3:36
  of
• 3:36
  a,
• 3:36
  a
• 3:36
  broad,
• 3:37
  you
• 3:37
  know,
• 3:37
  a
• 3:37
  hundred,
• 3:38
  a
• 3:38
  hundred
• 3:38
  foot
• 3:38
  overview,
• 3:39
  number
• 3:39
  one,
• 3:40
  before
• 3:40
  the
• 3:40
  patient's
• 3:40
  seen.
• 3:41
  Number
• 3:41
  two,
• 3:42
  when
• 3:42
  the
• 3:42
  patient
• 3:43
  gets
• 3:43
  to
• 3:43
  your
• 3:43
  office.
• 3:44
  Number
• 3:44
  three,
• 3:45
  when
• 3:45
  the
• 3:45
  patient
• 3:45
  is
• 3:45
  being
• 3:46
  seen,
• 3:46
  and
• 3:46
  number
• 3:47
  four,
• 3:47
  when
• 3:47
  the
• 3:47
  patient
• 3:48
  leaves
• 3:49
  and
• 3:49
  what
• 3:49
  happens?
• 3:50
  There's
• 3:50
  tasks
• 3:50
  at
• 3:50
  the
• 3:51
  beginning
• 3:51
  as
• 3:51
  an
• 3:52
  example.
• 3:52
  Phase
• 3:52
  number
• 3:53
  one,
• 3:53
  you
• 3:53
  have
• 3:53
  scheduling
• 3:54
  and
• 3:55
  prior
• 3:55
  authorization
• 3:56
  would
• 3:56
  be
• 3:56
  an
• 3:56
  example,
• 3:57
  and
• 3:57
  then
• 3:57
  when
• 3:58
  the
• 3:58
  actual.
• 3:59
  Patient
• 3:59
  is
• 3:59
  in
• 4:00
  your
• 4:00
  office.
• 4:00
  What
• 4:01
  happens?
• 4:01
  You
• 4:01
  know,
• 4:01
  think
• 4:02
  about
• 4:02
  this.
• 4:02
  You
• 4:02
  have
• 4:03
  a
• 4:03
  patient
• 4:03
  that
• 4:03
  walks
• 4:03
  into
• 4:04
  an
• 4:04
  office
• 4:04
  in
• 4:04
  any
• 4:05
  type
• 4:05
  of
• 4:05
  business,
• 4:05
  and
• 4:05
  I'm
• 4:05
  just
• 4:06
  giving
• 4:06
  you
• 4:06
  an
• 4:06
  example
• 4:06
  on
• 4:07
  this
• 4:07
  one,
• 4:07
  they
• 4:07
  hand
• 4:07
  you
• 4:07
  their,
• 4:08
  your
• 4:08
  insurance
• 4:08
  card,
• 4:09
  and
• 4:09
  then
• 4:09
  what
• 4:10
  happens
• 4:10
  now
• 4:11
  your
• 4:11
  front
• 4:11
  desk
• 4:11
  manager
• 4:12
  gets
• 4:12
  on
• 4:12
  a
• 4:12
  call,
• 4:13
  tries
• 4:13
  to
• 4:13
  do
• 4:14
  again.
• 4:15
  Uh,
• 4:15
  they
• 4:15
  look
• 4:15
  at
• 4:15
  all
• 4:15
  the
• 4:16
  insurance
• 4:16
  information
• 4:17
  and
• 4:17
  they
• 4:17
  say,
• 4:17
  okay,
• 4:18
  are
• 4:18
  you
• 4:18
  able
• 4:19
  to
• 4:19
  pass
• 4:19
  that
• 4:19
  step?
• 4:20
  And
• 4:20
  what
• 4:20
  happens
• 4:21
  if
• 4:21
  a
• 4:21
  patient
• 4:22
  walks
• 4:22
  up
• 4:22
  and
• 4:23
  needs
• 4:23
  to
• 4:23
  talk
• 4:23
  to
• 4:23
  now
• 4:24
  that
• 4:24
  front
• 4:24
  desk
• 4:24
  manager
• 4:25
  and
• 4:25
  then
• 4:25
  the
• 4:25
  phone
• 4:25
  rings,
• 4:26
  et
• 4:26
  cetera.
• 4:27
  There
• 4:27
  is,
• 4:27
  so
• 4:27
  the,
• 4:27
  the
• 4:28
  patient
• 4:28
  care
• 4:28
  at
• 4:28
  that
• 4:29
  point.
• 4:29
  Kind
• 4:30
  of
• 4:30
  gets
• 4:30
  a
• 4:30
  little
• 4:31
  messed
• 4:31
  up
• 4:31
  and
• 4:32
  there's
• 4:32
  a
• 4:32
  lot
• 4:32
  of
• 4:32
  missed
• 4:32
  calls.
• 4:33
  So
• 4:33
  that's
• 4:34
  in
• 4:34
  phase
• 4:34
  two.
• 4:34
  There's
• 4:34
  a
• 4:35
  lot
• 4:35
  of
• 4:35
  challenges
• 4:35
  that
• 4:36
  happen
• 4:36
  is
• 4:37
  phase
• 4:37
  two,
• 4:37
  your
• 4:37
  bottleneck
• 4:38
  is
• 4:38
  phase
• 4:38
  three,
• 4:39
  your
• 4:39
  bottleneck.
• 4:39
  Where
• 4:39
  when
• 4:40
  the
• 4:40
  patient's
• 4:40
  being
• 4:40
  seen,
• 4:41
  do,
• 4:41
  does
• 4:42
  the
• 4:42
  physician
• 4:43
  need
• 4:43
  help
• 4:43
  scribing?
• 4:44
  What
• 4:44
  happens
• 4:45
  when
• 4:45
  they're
• 4:45
  there?
• 4:46
  And
• 4:46
  then
• 4:46
  finally
• 4:46
  after
• 4:47
  they
• 4:47
  leave,
• 4:47
  is
• 4:47
  there
• 4:48
  a,
• 4:48
  I
• 4:48
  don't
• 4:48
  know,
• 4:49
  accounts
• 4:49
  receivable,
• 4:50
  ar
• 4:50
  backlog,
• 4:51
  et
• 4:51
  cetera.
• 4:51
  So
• 4:51
  there's
• 4:52
  a
• 4:52
  lot
• 4:52
  of
• 4:52
  different
• 4:52
  choke
• 4:53
  points,
• 4:53
  if
• 4:53
  you
• 4:54
  will,
• 4:54
  in
• 4:54
  bottlenecks
• 4:55
  within
• 4:55
  each
• 4:56
  office.
• 4:56
  Okay.
• 4:56
  Yeah.
• 4:57
  No,
• 4:57
  and
• 4:57
  that
• 4:57
  makes,
• 4:57
  and
• 4:57
  that
• 4:57
  makes
• 4:58
  perfect
• 4:58
  sense.
• 4:59
  So,
• 4:59
  and
• 4:59
  what
• 4:59
  are
• 4:59
  the
• 4:59
  things
• 5:00
  that
• 5:01
  somebody
• 5:01
  who
• 5:01
  founded
• 5:02
  a
• 5:02
  business,
• 5:03
  someone
• 5:03
  who's
• 5:03
  starting
• 5:03
  that
• 5:04
  go
• 5:04
  to
• 5:04
  market
• 5:04
  journey,
• 5:05
  what
• 5:05
  are
• 5:05
  the
• 5:05
  things
• 5:06
  that
• 5:06
  they
• 5:06
  actually
• 5:07
  shouldn't
• 5:07
  be
• 5:07
  doing
• 5:08
  that
• 5:08
  they,
• 5:09
  they
• 5:09
  tend
• 5:09
  to
• 5:09
  do?
• 5:10
  So
• 5:10
  we
• 5:10
  find
• 5:11
  that.
• 5:12
  You
• 5:12
  know
• 5:12
  when
• 5:12
  you
• 5:12
  look
• 5:13
  at
• 5:13
  it,
• 5:13
  you
• 5:13
  have
• 5:14
  individuals
• 5:15
  like
• 5:15
  doctors
• 5:16
  that
• 5:16
  have
• 5:16
  gone
• 5:16
  to
• 5:17
  school
• 5:17
  for
• 5:18
  eight
• 5:18
  years,
• 5:19
  let's
• 5:19
  just
• 5:19
  say,
• 5:20
  and
• 5:20
  we
• 5:20
  break
• 5:20
  it
• 5:20
  down
• 5:21
  into
• 5:21
  clinical
• 5:22
  versus
• 5:22
  clerical.
• 5:23
  They
• 5:24
  go
• 5:24
  to
• 5:24
  school
• 5:25
  for
• 5:25
  the
• 5:25
  clinical
• 5:26
  stuff,
• 5:26
  right?
• 5:27
  They're
• 5:27
  sitting
• 5:27
  with
• 5:27
  patients,
• 5:28
  their
• 5:28
  treatments,
• 5:29
  it's
• 5:29
  expanding
• 5:30
  their
• 5:30
  practice,
• 5:31
  it's
• 5:31
  building
• 5:31
  patient
• 5:32
  plans,
• 5:32
  et
• 5:32
  cetera.
• 5:33
  Where
• 5:33
  on
• 5:33
  the
• 5:33
  other
• 5:34
  side,
• 5:34
  it's
• 5:34
  the
• 5:34
  clerical
• 5:35
  stuff
• 5:35
  where
• 5:35
  they
• 5:35
  spend,
• 5:36
  I
• 5:36
  dunno,
• 5:36
  I
• 5:36
  think
• 5:37
  it's
• 5:37
  about
• 5:37
  40%
• 5:38
  when
• 5:38
  you
• 5:38
  do
• 5:38
  research.
• 5:39
  It's
• 5:39
  about
• 5:39
  40%
• 5:40
  of
• 5:40
  their
• 5:40
  time
• 5:41
  is
• 5:41
  done
• 5:41
  doing
• 5:41
  the
• 5:42
  clerical
• 5:42
  stuff
• 5:42
  that
• 5:43
  does
• 5:43
  not
• 5:43
  put
• 5:44
  money
• 5:44
  in
• 5:44
  their
• 5:44
  pocket,
• 5:45
  but
• 5:45
  it's
• 5:45
  all
• 5:45
  the
• 5:45
  stuff
• 5:46
  that
• 5:46
  also
• 5:46
  creates
• 5:47
  burnout.
• 5:47
  Yeah.
• 5:48
  Um,
• 5:48
  so
• 5:48
  how
• 5:49
  do
• 5:49
  you.
• 5:49
  Or,
• 5:50
  or
• 5:50
  do
• 5:50
  you
• 5:51
  give
• 5:51
  advice
• 5:52
  to
• 5:52
  people?
• 5:52
  I
• 5:52
  mean,
• 5:53
  how,
• 5:53
  how
• 5:53
  do
• 5:53
  you
• 5:53
  determine
• 5:55
  where
• 5:55
  you
• 5:55
  should
• 5:55
  put
• 5:56
  those
• 5:56
  people
• 5:56
  off?
• 5:56
  Obviously
• 5:57
  you,
• 5:57
  you're
• 5:57
  talking
• 5:57
  about,
• 5:57
  you're
• 5:57
  gonna
• 5:58
  put
• 5:58
  'em
• 5:58
  in
• 5:58
  the
• 5:58
  iCal
• 5:58
  area.
• 5:59
  How
• 5:59
  do
• 5:59
  you
• 5:59
  determine
• 6:00
  exactly
• 6:00
  where
• 6:01
  they
• 6:01
  can
• 6:02
  put
• 6:02
  them
• 6:02
  and
• 6:02
  where
• 6:02
  they
• 6:02
  can
• 6:03
  then
• 6:03
  start
• 6:03
  off,
• 6:03
  obviously
• 6:03
  reduce
• 6:04
  their
• 6:05
  workload
• 6:05
  and,
• 6:05
  and
• 6:06
  burnout
• 6:06
  you
• 6:06
  just
• 6:06
  described?
• 6:07
  So
• 6:07
  we
• 6:07
  ask
• 6:07
  a
• 6:07
  question
• 6:08
  right
• 6:08
  up
• 6:08
  front,
• 6:09
  where
• 6:09
  is
• 6:09
  the
• 6:09
  biggest
• 6:10
  challenge
• 6:11
  if
• 6:11
  it's
• 6:11
  front
• 6:11
  desk
• 6:12
  as
• 6:12
  example,
• 6:13
  we
• 6:13
  ask,
• 6:13
  alright,
• 6:14
  how
• 6:14
  many
• 6:14
  calls
• 6:14
  are
• 6:14
  missed?
• 6:15
  Right?
• 6:15
  How
• 6:15
  many
• 6:15
  schedule,
• 6:16
  how
• 6:16
  many.
• 6:17
  How
• 6:17
  many
• 6:17
  different
• 6:18
  types
• 6:18
  of
• 6:19
  calls
• 6:19
  are
• 6:20
  missed?
• 6:20
  We
• 6:20
  have
• 6:20
  a
• 6:20
  perfect
• 6:21
  example
• 6:21
  of
• 6:21
  one
• 6:22
  of
• 6:22
  our,
• 6:22
  um,
• 6:23
  one
• 6:23
  of
• 6:23
  our
• 6:23
  practices
• 6:24
  where
• 6:25
  they
• 6:25
  had
• 6:25
  60,
• 6:26
  they're
• 6:26
  missing
• 6:27
  65%
• 6:28
  of
• 6:28
  their
• 6:28
  calls
• 6:29
  because
• 6:30
  of
• 6:31
  patient
• 6:31
  overflow
• 6:32
  come
• 6:32
  in,
• 6:32
  the
• 6:32
  office
• 6:33
  phones
• 6:33
  ringing,
• 6:34
  et
• 6:34
  cetera.
• 6:34
  So
• 6:34
  they
• 6:34
  implemented
• 6:35
  one
• 6:35
  of
• 6:35
  our
• 6:35
  VAs.
• 6:36
  And
• 6:37
  they
• 6:37
  cut
• 6:37
  that
• 6:38
  down
• 6:38
  to
• 6:38
  30%.
• 6:39
  So
• 6:39
  that
• 6:40
  increased
• 6:40
  the
• 6:40
  revenue.
• 6:41
  Obviously
• 6:41
  every
• 6:41
  office
• 6:42
  has
• 6:42
  different
• 6:42
  type
• 6:42
  of
• 6:42
  revenue
• 6:43
  cycles,
• 6:43
  but
• 6:43
  that
• 6:44
  increased
• 6:44
  the
• 6:44
  revenue
• 6:44
  by
• 6:45
  seeing
• 6:45
  more
• 6:45
  patients.
• 6:46
  Yeah.
• 6:46
  Okay.
• 6:47
  And,
• 6:47
  um,
• 6:47
  um,
• 6:47
  if
• 6:47
  there
• 6:48
  any
• 6:48
  where.
• 6:49
  Where
• 6:50
  you've
• 6:50
  seen
• 6:50
  very
• 6:51
  clearly,
• 6:51
  because
• 6:51
  you
• 6:51
  talked
• 6:51
  about
• 6:52
  the
• 6:52
  clinical
• 6:52
  versus
• 6:52
  clerical.
• 6:53
  Is
• 6:53
  there
• 6:53
  any
• 6:53
  way
• 6:53
  you've
• 6:53
  seen
• 6:54
  very
• 6:54
  clearly
• 6:55
  that
• 6:55
  founders
• 6:56
  are
• 6:56
  clinging
• 6:57
  onto
• 6:57
  tasks
• 6:58
  that
• 6:58
  actually
• 6:58
  they
• 6:58
  should
• 6:59
  be
• 6:59
  releasing?
• 7:00
  So
• 7:00
  what
• 7:00
  we
• 7:00
  find
• 7:01
  is
• 7:01
  that
• 7:01
  there's
• 7:01
  a
• 7:01
  lot
• 7:02
  of
• 7:02
  things
• 7:02
  that
• 7:02
  happen
• 7:03
  with,
• 7:03
  one
• 7:03
  of
• 7:03
  the
• 7:04
  biggest
• 7:04
  challenges
• 7:04
  we
• 7:05
  see
• 7:05
  is
• 7:05
  expansion,
• 7:06
  because
• 7:07
  costs
• 7:07
  are
• 7:07
  going
• 7:08
  up
• 7:08
  and
• 7:09
  yeah.
• 7:09
  What
• 7:09
  happens
• 7:10
  in
• 7:10
  a
• 7:10
  lot
• 7:10
  of,
• 7:10
  in,
• 7:11
  especially
• 7:11
  in
• 7:11
  America,
• 7:12
  it
• 7:12
  seems
• 7:13
  to
• 7:13
  be
• 7:14
  that
• 7:14
  a
• 7:14
  lot
• 7:14
  of
• 7:14
  individuals
• 7:15
  do
• 7:16
  not
• 7:16
  wanna
• 7:16
  work
• 7:17
  and
• 7:17
  they
• 7:17
  don't
• 7:17
  wanna
• 7:17
  work
• 7:18
  long
• 7:18
  hours
• 7:19
  and
• 7:19
  they
• 7:19
  don't
• 7:19
  wanna
• 7:20
  work
• 7:20
  hours
• 7:20
  and
• 7:21
  hours
• 7:21
  and
• 7:21
  hours
• 7:21
  and
• 7:22
  years
• 7:22
  and
• 7:22
  years
• 7:22
  and
• 7:22
  years.
• 7:23
  So
• 7:23
  there's
• 7:23
  a
• 7:23
  lot
• 7:23
  of
• 7:23
  turnover.
• 7:24
  So
• 7:24
  a
• 7:24
  lot
• 7:24
  of
• 7:24
  offices
• 7:25
  that
• 7:25
  we.
• 7:26
  Come
• 7:26
  to
• 7:26
  us,
• 7:26
  say,
• 7:26
  you
• 7:26
  know,
• 7:27
  Bob,
• 7:27
  we're
• 7:27
  having
• 7:28
  a
• 7:28
  tough
• 7:28
  time
• 7:29
  actually
• 7:29
  hiring
• 7:30
  and
• 7:30
  recruiting
• 7:31
  and
• 7:31
  actually
• 7:31
  keeping
• 7:32
  staff
• 7:33
  because
• 7:33
  of
• 7:33
  burnout,
• 7:34
  because
• 7:35
  of
• 7:35
  overhead,
• 7:36
  because
• 7:36
  of,
• 7:36
  you
• 7:37
  know,
• 7:37
  all
• 7:37
  of
• 7:37
  those
• 7:37
  things
• 7:38
  that
• 7:38
  happen
• 7:38
  on
• 7:38
  a
• 7:39
  daily
• 7:39
  basis.
• 7:40
  It
• 7:40
  just
• 7:40
  feels
• 7:40
  like
• 7:41
  a
• 7:41
  lot
• 7:41
  of
• 7:41
  Americans
• 7:42
  don't
• 7:42
  want
• 7:42
  to
• 7:43
  work
• 7:43
  in
• 7:43
  those
• 7:43
  roles.
• 7:44
  Think
• 7:44
  about
• 7:45
  this.
• 7:45
  If
• 7:45
  you're
• 7:45
  sitting
• 7:45
  on
• 7:45
  the
• 7:46
  phone
• 7:46
  all
• 7:46
  day
• 7:46
  long
• 7:46
  and
• 7:47
  doing
• 7:47
  prior
• 7:47
  authorizations,
• 7:48
  insurance
• 7:48
  verifications,
• 7:49
  that
• 7:49
  leads
• 7:50
  to
• 7:50
  burnout.
• 7:51
  And
• 7:51
  a
• 7:51
  lot
• 7:51
  of
• 7:51
  individuals
• 7:52
  just
• 7:52
  don't
• 7:52
  want
• 7:52
  to
• 7:52
  do
• 7:52
  that
• 7:53
  anymore.
• 7:53
  I
• 7:53
  don't
• 7:53
  know
• 7:53
  why.
• 7:54
  You
• 7:54
  know,
• 7:54
  when
• 7:54
  I
• 7:54
  started
• 7:55
  business.
• 7:55
  I
• 7:56
  literally
• 7:56
  door,
• 7:56
  I
• 7:56
  went
• 7:57
  door
• 7:57
  to
• 7:57
  door
• 7:57
  to
• 7:57
  door
• 7:58
  to
• 7:58
  door
• 7:58
  and
• 7:58
  I
• 7:58
  cold
• 7:59
  called.
• 7:59
  I
• 7:59
  was
• 7:59
  on
• 7:59
  the
• 7:59
  phone
• 8:00
  all
• 8:00
  day
• 8:00
  long
• 8:01
  working.
• 8:01
  'cause
• 8:01
  I
• 8:01
  know
• 8:02
  that's
• 8:02
  where
• 8:02
  you
• 8:02
  have
• 8:03
  to
• 8:03
  start
• 8:03
  to
• 8:03
  build
• 8:03
  a
• 8:03
  business.
• 8:04
  But
• 8:04
  today's
• 8:05
  different
• 8:05
  since
• 8:05
  COVID.
• 8:06
  I
• 8:06
  don't
• 8:06
  understand
• 8:07
  why
• 8:07
  Hakeem,
• 8:08
  but
• 8:08
  it
• 8:08
  is
• 8:08
  what
• 8:08
  it
• 8:09
  is.
• 8:09
  Yeah,
• 8:09
  no,
• 8:09
  I
• 8:09
  mean,
• 8:10
  we
• 8:10
  were
• 8:10
  talking
• 8:10
  about
• 8:10
  it
• 8:10
  before
• 8:10
  and
• 8:11
  it,
• 8:11
  it,
• 8:11
  it
• 8:11
  is
• 8:12
  difficult,
• 8:13
  um,
• 8:14
  to
• 8:14
  get
• 8:14
  and
• 8:15
  keep
• 8:15
  people
• 8:15
  doing.
• 8:16
  Um,
• 8:17
  admin
• 8:17
  tasks
• 8:18
  certainly,
• 8:19
  and
• 8:19
  actually
• 8:19
  even
• 8:19
  some
• 8:19
  higher
• 8:20
  level
• 8:20
  tasks
• 8:20
  than
• 8:20
  that,
• 8:20
  then
• 8:21
  people
• 8:21
  don't
• 8:21
  wanna
• 8:21
  do
• 8:21
  it,
• 8:21
  ever.
• 8:23
  I
• 8:23
  don't
• 8:23
  wanna
• 8:23
  get
• 8:23
  into
• 8:24
  social,
• 8:24
  social
• 8:25
  things.
• 8:26
  The,
• 8:26
  the
• 8:26
  things
• 8:26
  that
• 8:26
  people
• 8:27
  wanna
• 8:27
  do
• 8:27
  is
• 8:28
  wanna
• 8:28
  make
• 8:29
  quick
• 8:29
  money
• 8:29
  doing
• 8:30
  things
• 8:30
  that
• 8:30
  they
• 8:30
  think
• 8:30
  are
• 8:30
  super
• 8:31
  enjoyable.
• 8:32
  Yeah.
• 8:32
  I
• 8:32
  always
• 8:32
  say
• 8:32
  to
• 8:32
  people
• 8:33
  how,
• 8:33
  however,
• 8:34
  when
• 8:34
  you
• 8:34
  see
• 8:34
  somebody
• 8:35
  successful,
• 8:36
  I
• 8:36
  can
• 8:36
  guarantee
• 8:36
  you
• 8:36
  they
• 8:36
  worked
• 8:37
  hard
• 8:37
  and
• 8:37
  what
• 8:37
  you're
• 8:38
  seeing
• 8:38
  at
• 8:38
  this
• 8:38
  end
• 8:39
  is
• 8:39
  not
• 8:40
  what
• 8:40
  was
• 8:40
  happening
• 8:40
  at
• 8:40
  the
• 8:40
  beginning.
• 8:43
  And
• 8:43
  they're
• 8:43
  looking
• 8:43
  at,
• 8:43
  they're
• 8:44
  looking
• 8:44
  at
• 8:44
  the
• 8:44
  outcome
• 8:44
  rather
• 8:45
  than
• 8:45
  the
• 8:45
  input.
• 8:45
  Yep.
• 8:46
  You
• 8:46
  don't,
• 8:46
  you
• 8:46
  don't
• 8:46
  see
• 8:47
  the
• 8:47
  actual
• 8:47
  work,
• 8:47
  the
• 8:47
  foundation
• 8:48
  that
• 8:48
  gets
• 8:49
  built
• 8:49
  to
• 8:49
  be
• 8:49
  able
• 8:49
  to
• 8:49
  do
• 8:50
  that.
• 8:50
  And
• 8:50
  to
• 8:50
  get
• 8:51
  back
• 8:51
  to
• 8:51
  one
• 8:51
  of
• 8:51
  your
• 8:51
  questions,
• 8:52
  it's,
• 8:52
  those
• 8:53
  practices
• 8:53
  need
• 8:53
  the
• 8:54
  f
• 8:54
  solid
• 8:54
  foundation,
• 8:55
  right?
• 8:55
  Yeah.
• 8:55
  You
• 8:55
  got
• 8:55
  the
• 8:56
  SOPs
• 8:56
  who
• 8:56
  need
• 8:56
  the
• 8:56
  right
• 8:57
  people.
• 8:57
  'cause
• 8:57
  we're
• 8:58
  only
• 8:58
  as
• 8:58
  good
• 8:58
  as
• 8:59
  the
• 8:59
  individuals
• 8:59
  that
• 8:59
  work
• 9:00
  for
• 9:00
  us.
• 9:00
  Yeah,
• 9:00
  exactly.
• 9:01
  So,
• 9:01
  so
• 9:02
  in
• 9:02
  terms
• 9:02
  of
• 9:03
  the.
• 9:04
  Concerns
• 9:05
  that
• 9:05
  people
• 9:05
  have.
• 9:05
  'cause
• 9:06
  I
• 9:06
  mean,
• 9:06
  I've
• 9:06
  been
• 9:06
  using
• 9:06
  virtual
• 9:07
  assistant
• 9:07
  for
• 9:07
  years,
• 9:08
  uh,
• 9:08
  and
• 9:08
  I
• 9:08
  know,
• 9:09
  and
• 9:09
  I
• 9:09
  know
• 9:10
  from
• 9:10
  my
• 9:10
  own
• 9:10
  experience,
• 9:11
  lots
• 9:11
  of
• 9:11
  people
• 9:11
  I
• 9:11
  speak
• 9:11
  to
• 9:12
  don't
• 9:12
  even
• 9:12
  know
• 9:12
  what
• 9:12
  a
• 9:12
  virtual
• 9:12
  assistant
• 9:13
  is
• 9:14
  and
• 9:14
  certainly
• 9:15
  are
• 9:15
  not
• 9:15
  using
• 9:16
  them.
• 9:16
  So
• 9:17
  just,
• 9:17
  just
• 9:17
  talk
• 9:17
  to
• 9:18
  me
• 9:18
  about
• 9:18
  what
• 9:19
  is
• 9:19
  a
• 9:19
  virtual
• 9:20
  assistant
• 9:20
  first,
• 9:20
  then
• 9:21
  we
• 9:21
  can
• 9:21
  get
• 9:21
  into,
• 9:22
  and
• 9:22
  then
• 9:22
  how
• 9:22
  can
• 9:22
  that
• 9:22
  be
• 9:22
  used
• 9:23
  in
• 9:23
  your
• 9:23
  business
• 9:23
  to
• 9:23
  really
• 9:24
  make
• 9:24
  a
• 9:25
  difference
• 9:25
  when
• 9:25
  you're
• 9:25
  struggling
• 9:26
  either
• 9:26
  to
• 9:26
  find
• 9:27
  a
• 9:27
  local
• 9:28
  person
• 9:28
  or.
• 9:29
  Yeah.
• 9:30
  To
• 9:30
  to,
• 9:30
  to
• 9:31
  get
• 9:31
  people
• 9:32
  to
• 9:32
  reduce
• 9:33
  their
• 9:33
  own
• 9:33
  workload.
• 9:34
  So
• 9:34
  virtual
• 9:35
  is
• 9:35
  very,
• 9:35
  very
• 9:36
  simply.
• 9:36
  It's
• 9:36
  someone
• 9:36
  that's
• 9:37
  not
• 9:37
  working
• 9:37
  directly
• 9:38
  in
• 9:38
  your
• 9:38
  office.
• 9:39
  It
• 9:39
  could
• 9:39
  be
• 9:39
  someone
• 9:40
  in
• 9:40
  the
• 9:40
  other
• 9:40
  town,
• 9:40
  it
• 9:40
  could
• 9:40
  be
• 9:41
  someone
• 9:41
  in
• 9:41
  another
• 9:41
  state,
• 9:42
  another
• 9:42
  country.
• 9:43
  It
• 9:43
  doesn't
• 9:43
  matter,
• 9:43
  but
• 9:44
  somebody
• 9:44
  who's
• 9:44
  not
• 9:45
  working
• 9:45
  inside
• 9:46
  your
• 9:46
  office,
• 9:47
  right
• 9:47
  in
• 9:47
  that
• 9:47
  office
• 9:47
  right
• 9:48
  next
• 9:48
  door.
• 9:48
  So
• 9:49
  that's
• 9:49
  very,
• 9:49
  very
• 9:49
  simply
• 9:50
  put.
• 9:51
  It's
• 9:51
  somebody
• 9:51
  who
• 9:51
  works
• 9:52
  remote.
• 9:53
  So.
• 9:54
  And
• 9:54
  I
• 9:54
  know
• 9:54
  there's
• 9:54
  a
• 9:54
  lot
• 9:54
  of
• 9:54
  different,
• 9:55
  a
• 9:55
  lot
• 9:55
  of
• 9:55
  different
• 9:56
  answers
• 9:56
  to
• 9:56
  that,
• 9:56
  but
• 9:57
  it's
• 9:57
  a
• 9:57
  very
• 9:57
  simple
• 9:58
  answer
• 9:58
  for
• 9:58
  that
• 9:58
  question.
• 9:59
  Yeah.
• 9:59
  And,
• 9:59
  and
• 9:59
  then
• 10:00
  what,
• 10:00
  what
• 10:01
  are
• 10:01
  key
• 10:01
  benefits
• 10:02
  cost
• 10:02
  we've
• 10:02
  already
• 10:02
  talked
• 10:03
  about,
• 10:03
  'cause
• 10:03
  obviously
• 10:04
  they're
• 10:04
  not,
• 10:04
  they're
• 10:05
  not
• 10:05
  in
• 10:05
  the
• 10:05
  office,
• 10:05
  so
• 10:05
  you're
• 10:05
  gonna
• 10:05
  have
• 10:06
  a
• 10:06
  lower
• 10:06
  cost
• 10:06
  base,
• 10:06
  but
• 10:07
  just
• 10:07
  talk
• 10:07
  to
• 10:07
  me
• 10:07
  about
• 10:08
  why
• 10:08
  it's
• 10:08
  a
• 10:08
  lower
• 10:08
  cost.
• 10:09
  Because
• 10:09
  obviously
• 10:10
  there's
• 10:10
  lots
• 10:10
  of
• 10:10
  people
• 10:10
  working
• 10:10
  at
• 10:11
  home,
• 10:11
  uh,
• 10:11
  in
• 10:12
  America.
• 10:12
  There's
• 10:12
  lots
• 10:12
  of
• 10:12
  people
• 10:12
  working
• 10:13
  at
• 10:13
  home
• 10:13
  in
• 10:13
  the
• 10:13
  UK
• 10:13
  and
• 10:14
  they're
• 10:14
  not,
• 10:14
  and
• 10:14
  they're
• 10:14
  not
• 10:15
  cheaper
• 10:15
  than
• 10:15
  whether
• 10:16
  they
• 10:16
  work
• 10:16
  in
• 10:16
  the
• 10:16
  office
• 10:16
  or
• 10:17
  not.
• 10:17
  Firstly,
• 10:17
  why
• 10:18
  are
• 10:18
  they
• 10:18
  lower?
• 10:18
  Cost
• 10:18
  would
• 10:18
  be
• 10:19
  the
• 10:19
  first
• 10:19
  one.
• 10:19
  Then
• 10:19
  what
• 10:20
  are
• 10:20
  the
• 10:20
  other
• 10:20
  benefits?
• 10:20
  Yeah,
• 10:21
  so
• 10:21
  all
• 10:21
  of
• 10:21
  our
• 10:22
  virtual
• 10:22
  professionals
• 10:22
  are
• 10:23
  outta
• 10:23
  the
• 10:23
  Philippines,
• 10:23
  so
• 10:24
  Okay.
• 10:24
  And
• 10:24
  it's
• 10:25
  a,
• 10:25
  it's
• 10:25
  a
• 10:25
  lower
• 10:25
  cost
• 10:26
  of
• 10:26
  living,
• 10:26
  but
• 10:26
  the
• 10:26
  beauty
• 10:27
  of
• 10:27
  the
• 10:27
  Philippines
• 10:28
  is
• 10:28
  the,
• 10:29
  the
• 10:29
  healthcare
• 10:30
  education
• 10:31
  over
• 10:31
  there
• 10:31
  is
• 10:32
  very,
• 10:32
  very
• 10:32
  high.
• 10:33
  So
• 10:33
  all
• 10:33
  of
• 10:33
  our
• 10:33
  virtual
• 10:34
  assistants
• 10:34
  have
• 10:34
  a
• 10:34
  four
• 10:34
  year
• 10:35
  college
• 10:35
  degree.
• 10:35
  They've
• 10:36
  already
• 10:36
  gone
• 10:36
  through
• 10:37
  all
• 10:37
  the
• 10:37
  healthcare
• 10:37
  training,
• 10:38
  et
• 10:38
  cetera,
• 10:39
  and
• 10:39
  in
• 10:39
  the
• 10:39
  Philippines
• 10:40
  it's
• 10:40
  a
• 10:41
  very,
• 10:41
  very
• 10:41
  big
• 10:41
  service
• 10:42
  industry.
• 10:43
  So
• 10:43
  they
• 10:43
  know
• 10:44
  that
• 10:44
  there's,
• 10:45
  you
• 10:45
  know,
• 10:45
  there's
• 10:45
  a
• 10:45
  lot
• 10:45
  of
• 10:45
  individuals
• 10:46
  that
• 10:46
  go
• 10:46
  into
• 10:47
  the
• 10:47
  call
• 10:47
  center
• 10:48
  area.
• 10:48
  This
• 10:48
  is
• 10:48
  not
• 10:48
  obviously
• 10:49
  a
• 10:49
  call
• 10:49
  center.
• 10:50
  They're,
• 10:50
  they
• 10:50
  understand
• 10:51
  that
• 10:51
  a
• 10:52
  lot
• 10:52
  of
• 10:52
  'em
• 10:52
  either
• 10:52
  have
• 10:53
  to
• 10:53
  go
• 10:53
  into
• 10:53
  nursing
• 10:54
  that
• 10:54
  come
• 10:54
  to
• 10:54
  the
• 10:54
  United
• 10:55
  States.
• 10:55
  There's
• 10:55
  a
• 10:55
  lot
• 10:55
  of
• 10:56
  Filipino
• 10:56
  workers
• 10:56
  as
• 10:57
  well
• 10:57
  that
• 10:57
  come
• 10:57
  here
• 10:58
  to
• 10:58
  the
• 10:58
  United
• 10:58
  States
• 10:59
  or
• 10:59
  around
• 10:59
  the,
• 10:59
  around
• 11:00
  the
• 11:00
  world,
• 11:00
  Latin
• 11:00
  Australia,
• 11:01
  a
• 11:01
  lot
• 11:01
  of
• 11:01
  uk,
• 11:02
  et
• 11:02
  cetera.
• 11:02
  So
• 11:03
  they
• 11:03
  have
• 11:03
  a
• 11:03
  base
• 11:04
  of
• 11:04
  healthcare.
• 11:05
  Okay.
• 11:05
  So,
• 11:06
  so,
• 11:06
  and
• 11:06
  then
• 11:06
  what,
• 11:07
  what
• 11:07
  the
• 11:07
  other
• 11:07
  benefits
• 11:08
  would
• 11:08
  you
• 11:08
  say
• 11:08
  of
• 11:09
  using
• 11:09
  a
• 11:09
  virtual
• 11:09
  assistant,
• 11:10
  overusing,
• 11:11
  you
• 11:11
  know,
• 11:11
  you're
• 11:11
  building
• 11:12
  your
• 11:12
  team
• 11:12
  and
• 11:12
  you're
• 11:12
  building.
• 11:13
  Actual
• 11:14
  resource
• 11:14
  in
• 11:14
  your
• 11:15
  office?
• 11:15
  Yeah.
• 11:15
  So
• 11:15
  what
• 11:16
  we've
• 11:16
  found
• 11:16
  is
• 11:16
  that
• 11:17
  there,
• 11:17
  the
• 11:18
  companies
• 11:18
  that
• 11:18
  come
• 11:18
  to
• 11:19
  us
• 11:19
  literally
• 11:19
  have
• 11:20
  a
• 11:20
  great
• 11:20
  foundation
• 11:21
  built
• 11:21
  and
• 11:21
  the
• 11:22
  challenges
• 11:22
  that
• 11:22
  they
• 11:22
  see
• 11:22
  is
• 11:23
  their
• 11:23
  costs
• 11:23
  keep
• 11:24
  going
• 11:24
  up.
• 11:24
  And
• 11:24
  a
• 11:25
  lot
• 11:25
  of
• 11:25
  areas
• 11:25
  that
• 11:26
  bring
• 11:26
  us
• 11:26
  in
• 11:27
  are
• 11:27
  having
• 11:28
  a
• 11:28
  very
• 11:28
  tough
• 11:28
  time
• 11:29
  hiring.
• 11:29
  So
• 11:30
  hiring
• 11:30
  pool
• 11:31
  and
• 11:31
  the
• 11:31
  individuals
• 11:32
  that
• 11:32
  come
• 11:32
  and
• 11:33
  stick
• 11:33
  is
• 11:34
  very
• 11:34
  challenging
• 11:34
  in
• 11:35
  a
• 11:35
  lot
• 11:35
  of
• 11:35
  places,
• 11:36
  uh,
• 11:36
  around
• 11:36
  the
• 11:36
  world.
• 11:37
  So
• 11:37
  that's
• 11:37
  what
• 11:37
  we
• 11:37
  found.
• 11:38
  Those
• 11:38
  two
• 11:38
  things
• 11:38
  is
• 11:39
  cost
• 11:39
  and
• 11:39
  actually
• 11:40
  hiring
• 11:40
  and
• 11:40
  the
• 11:41
  availability
• 11:41
  of
• 11:41
  talent.
• 11:42
  Okay.
• 11:42
  No
• 11:43
  problem.
• 11:43
  And,
• 11:43
  and
• 11:43
  then
• 11:44
  the,
• 11:44
  I
• 11:44
  suppose
• 11:44
  the
• 11:44
  reverse
• 11:45
  question
• 11:46
  is
• 11:46
  on
• 11:46
  what's
• 11:47
  the
• 11:47
  risk?
• 11:47
  So
• 11:47
  you
• 11:47
  can
• 11:48
  tell
• 11:48
  me
• 11:48
  what
• 11:48
  you
• 11:48
  think
• 11:48
  the
• 11:48
  risk
• 11:49
  is,
• 11:49
  but
• 11:49
  then
• 11:49
  more
• 11:49
  importantly,
• 11:50
  what
• 11:50
  is
• 11:50
  the
• 11:50
  perceived
• 11:51
  risk?
• 11:52
  People
• 11:52
  who
• 11:52
  actually
• 11:53
  you
• 11:53
  try
• 11:53
  to
• 11:53
  convince,
• 11:54
  maybe
• 11:54
  if
• 11:54
  you're
• 11:54
  trying
• 11:55
  to
• 11:55
  grow
• 11:55
  and
• 11:55
  your
• 11:55
  costs
• 11:56
  are
• 11:56
  spiraling,
• 11:57
  you
• 11:57
  know,
• 11:57
  you
• 11:57
  could
• 11:58
  actually
• 11:58
  bring
• 11:58
  down
• 11:58
  your
• 11:58
  costs
• 11:58
  quite
• 11:59
  significantly
• 11:59
  without
• 12:00
  reducing
• 12:01
  your
• 12:01
  quality
• 12:01
  of
• 12:01
  work
• 12:02
  by
• 12:02
  using
• 12:03
  a
• 12:03
  virtual
• 12:03
  assistant.
• 12:04
  One
• 12:04
  of
• 12:04
  the,
• 12:04
  one
• 12:04
  of
• 12:04
  the
• 12:04
  big
• 12:05
  things
• 12:05
  that
• 12:05
  we
• 12:05
  get
• 12:05
  back
• 12:06
  all
• 12:06
  the
• 12:06
  time
• 12:06
  is
• 12:06
  how
• 12:07
  do
• 12:07
  we
• 12:07
  know
• 12:07
  that
• 12:07
  they're
• 12:07
  working
• 12:08
  right?
• 12:08
  And
• 12:08
  it's
• 12:08
  very,
• 12:09
  very.
• 12:09
  So,
• 12:10
  you
• 12:10
  know,
• 12:10
  front
• 12:11
  desk
• 12:11
  manager,
• 12:11
  how
• 12:11
  do
• 12:12
  we
• 12:12
  know
• 12:12
  they're
• 12:12
  gonna
• 12:12
  actually
• 12:13
  take
• 12:13
  those
• 12:13
  calls?
• 12:14
  Insurance
• 12:14
  verifications,
• 12:15
  how
• 12:15
  do
• 12:15
  we
• 12:15
  know
• 12:16
  we're
• 12:16
  gonna
• 12:16
  do,
• 12:16
  we're
• 12:16
  gonna
• 12:16
  finish
• 12:17
  those,
• 12:17
  we're
• 12:17
  gonna,
• 12:18
  you
• 12:18
  know,
• 12:18
  do
• 12:18
  prior
• 12:19
  authorization.
• 12:19
  So
• 12:20
  that's
• 12:20
  one
• 12:20
  of
• 12:20
  the
• 12:20
  biggest
• 12:21
  challenges.
• 12:22
  And
• 12:22
  we
• 12:22
  have,
• 12:23
  so
• 12:23
  every
• 12:24
  one
• 12:24
  of
• 12:24
  those
• 12:24
  virtual
• 12:24
  assistants
• 12:25
  are
• 12:25
  on,
• 12:26
  everyone's
• 12:26
  either,
• 12:27
  you
• 12:27
  know,
• 12:27
  E-M-R-E-H-R,
• 12:28
  so
• 12:29
  they're,
• 12:29
  they're
• 12:29
  working
• 12:29
  directly
• 12:30
  in
• 12:30
  there.
• 12:30
  So
• 12:30
  you
• 12:30
  could
• 12:31
  actually
• 12:31
  see
• 12:31
  that
• 12:32
  we
• 12:32
  also
• 12:32
  have
• 12:33
  what
• 12:33
  we
• 12:33
  call
• 12:33
  a
• 12:33
  client
• 12:34
  service
• 12:34
  manager
• 12:35
  that
• 12:35
  manage
• 12:35
  the
• 12:36
  VA
• 12:36
  client
• 12:36
  relationship.
• 12:37
  That
• 12:38
  is
• 12:38
  on
• 12:38
  top
• 12:38
  of
• 12:38
  them
• 12:39
  all
• 12:39
  day
• 12:39
  long,
• 12:39
  monitoring
• 12:40
  them
• 12:40
  to
• 12:40
  make
• 12:41
  sure
• 12:41
  they're
• 12:41
  doing
• 12:41
  their
• 12:41
  work.
• 12:42
  There's
• 12:42
  a
• 12:42
  started
• 12:42
  day
• 12:43
  report,
• 12:43
  midday
• 12:44
  report,
• 12:45
  and
• 12:45
  end
• 12:45
  of
• 12:45
  day
• 12:45
  report.
• 12:46
  Yeah,
• 12:46
  I
• 12:46
  mean,
• 12:46
  and
• 12:46
  and
• 12:46
  I,
• 12:47
  it
• 12:47
  always
• 12:47
  surprising
• 12:48
  when,
• 12:48
  and
• 12:49
  possibly
• 12:49
  because
• 12:49
  I
• 12:49
  come
• 12:50
  from
• 12:50
  a
• 12:50
  sales
• 12:50
  background,
• 12:51
  so
• 12:51
  I
• 12:51
  was
• 12:51
  a
• 12:51
  sales
• 12:52
  person,
• 12:52
  field
• 12:52
  sales
• 12:53
  person,
• 12:53
  regional
• 12:54
  manager,
• 12:54
  and
• 12:54
  national
• 12:55
  sales
• 12:55
  manager.
• 12:56
  So
• 12:56
  I've
• 12:56
  always
• 12:56
  had
• 12:56
  teams
• 12:57
  which
• 12:58
  are
• 12:58
  not
• 12:58
  in
• 12:58
  my
• 12:58
  office.
• 12:59
  Um,
• 13:00
  and
• 13:00
  they,
• 13:01
  no
• 13:01
  one
• 13:01
  ever
• 13:02
  think,
• 13:02
  I
• 13:02
  mean,
• 13:02
  people
• 13:03
  do
• 13:03
  say,
• 13:03
  uh,
• 13:03
  how
• 13:03
  you
• 13:04
  know
• 13:04
  they're
• 13:04
  working,
• 13:05
  but
• 13:05
  the
• 13:05
  results
• 13:05
  generally
• 13:06
  will
• 13:06
  tell
• 13:06
  you
• 13:06
  if
• 13:06
  they're
• 13:06
  working.
• 13:07
  So
• 13:07
  if
• 13:07
  you,
• 13:07
  if
• 13:07
  you've
• 13:07
  got
• 13:08
  a
• 13:08
  certain
• 13:08
  amount
• 13:09
  of
• 13:09
  calls
• 13:09
  to
• 13:09
  be
• 13:09
  done,
• 13:10
  let's
• 13:10
  say,
• 13:10
  saying
• 13:10
  that
• 13:10
  you've
• 13:10
  got
• 13:11
  500
• 13:11
  calls
• 13:12
  to
• 13:12
  be
• 13:12
  done
• 13:12
  in
• 13:12
  a
• 13:12
  day,
• 13:12
  or
• 13:12
  you're
• 13:13
  expecting
• 13:13
  to
• 13:13
  have
• 13:13
  500
• 13:14
  calls,
• 13:14
  it's
• 13:14
  not
• 13:14
  very
• 13:15
  difficult
• 13:15
  to
• 13:15
  monitor
• 13:15
  whether
• 13:15
  they're
• 13:16
  being
• 13:16
  answered.
• 13:16
  It's
• 13:16
  not
• 13:16
  very
• 13:17
  difficult
• 13:17
  to
• 13:17
  monitor
• 13:18
  whether
• 13:18
  the
• 13:18
  things
• 13:19
  that
• 13:19
  you're
• 13:19
  expecting
• 13:19
  to
• 13:20
  do
• 13:20
  is
• 13:20
  being
• 13:20
  done.
• 13:20
  So
• 13:20
  I
• 13:20
  think,
• 13:21
  I
• 13:21
  think
• 13:21
  there
• 13:21
  is,
• 13:22
  it's
• 13:22
  almost
• 13:22
  like
• 13:23
  a,
• 13:23
  a
• 13:23
  comfort
• 13:24
  blanket.
• 13:25
  That
• 13:25
  somebody's
• 13:25
  in
• 13:25
  the
• 13:25
  office,
• 13:26
  because
• 13:27
  actually
• 13:27
  there's
• 13:27
  lots
• 13:27
  of
• 13:27
  people
• 13:27
  in
• 13:28
  the,
• 13:28
  in
• 13:28
  an
• 13:28
  office
• 13:29
  that
• 13:29
  aren't
• 13:29
  delivering
• 13:29
  either.
• 13:30
  They're
• 13:30
  not
• 13:30
  actually
• 13:30
  working,
• 13:31
  they're,
• 13:31
  they're
• 13:31
  scrolling
• 13:32
  on
• 13:32
  the
• 13:32
  internet,
• 13:32
  they're
• 13:32
  doing
• 13:33
  all
• 13:33
  sorts
• 13:33
  of
• 13:33
  other
• 13:34
  things.
• 13:34
  Whereas
• 13:35
  what
• 13:35
  I
• 13:35
  found
• 13:35
  in,
• 13:36
  in
• 13:36
  terms
• 13:36
  of
• 13:36
  my
• 13:36
  virtual
• 13:37
  systems,
• 13:37
  you
• 13:37
  know,
• 13:38
  they
• 13:38
  work
• 13:38
  a
• 13:38
  certain
• 13:38
  amount
• 13:38
  of
• 13:39
  hours
• 13:39
  and
• 13:39
  they,
• 13:39
  and
• 13:40
  they
• 13:40
  generally,
• 13:40
  I
• 13:41
  mean
• 13:42
  like
• 13:42
  anywhere
• 13:42
  I've
• 13:43
  had,
• 13:43
  I'm
• 13:43
  been
• 13:43
  great.
• 13:44
  All
• 13:44
  the
• 13:44
  ones
• 13:44
  that
• 13:44
  I
• 13:44
  continue
• 13:45
  to
• 13:45
  work
• 13:45
  with
• 13:45
  have
• 13:45
  smashed
• 13:46
  me
• 13:46
  outta
• 13:46
  pot,
• 13:47
  uh,
• 13:47
  and
• 13:47
  a,
• 13:47
  and
• 13:47
  a
• 13:48
  reducing.
• 13:49
  My
• 13:49
  workload
• 13:50
  so
• 13:50
  I
• 13:50
  can
• 13:50
  actually
• 13:50
  focus
• 13:51
  on
• 13:51
  the
• 13:51
  things
• 13:52
  that
• 13:52
  I
• 13:52
  need
• 13:53
  to
• 13:53
  do
• 13:53
  to
• 13:53
  grow,
• 13:54
  to
• 13:54
  grow
• 13:54
  the
• 13:54
  business.
• 13:54
  So
• 13:55
  I
• 13:55
  think
• 13:55
  that's,
• 13:55
  that's
• 13:56
  really,
• 13:57
  uh,
• 13:57
  an
• 13:57
  important,
• 13:58
  um,
• 13:58
  point
• 13:59
  to
• 13:59
  make
• 13:59
  really,
• 13:59
  and
• 13:59
  it's,
• 14:01
  yeah,
• 14:02
  and
• 14:02
  it's
• 14:02
  an
• 14:02
  interesting
• 14:03
  industry
• 14:03
  because,
• 14:04
  you
• 14:04
  know,
• 14:04
  when
• 14:04
  I
• 14:05
  first
• 14:05
  got
• 14:05
  into,
• 14:05
  I
• 14:05
  first
• 14:06
  got
• 14:06
  into
• 14:06
  2014,
• 14:07
  right?
• 14:07
  So
• 14:08
  it's,
• 14:08
  you
• 14:09
  know,
• 14:09
  that
• 14:09
  was
• 14:09
  a
• 14:09
  time
• 14:10
  when
• 14:10
  you
• 14:10
  talk
• 14:10
  about
• 14:10
  business.
• 14:11
  You
• 14:11
  start
• 14:11
  building
• 14:11
  your
• 14:11
  foundation,
• 14:12
  you
• 14:12
  start
• 14:12
  building
• 14:12
  your
• 14:13
  team.
• 14:13
  And
• 14:13
  we
• 14:14
  started
• 14:14
  with
• 14:14
  zero.
• 14:14
  Now
• 14:15
  we're,
• 14:15
  well.
• 14:16
  600
• 14:17
  worldwide,
• 14:18
  which
• 14:18
  is
• 14:18
  actually
• 14:18
  really,
• 14:19
  really
• 14:19
  good
• 14:19
  because,
• 14:20
  um,
• 14:21
  it's
• 14:21
  a,
• 14:21
  it's
• 14:21
  an
• 14:21
  industry
• 14:22
  that
• 14:22
  continues
• 14:23
  to
• 14:23
  grow
• 14:23
  and
• 14:23
  I
• 14:24
  feel
• 14:24
  if
• 14:24
  we
• 14:24
  look
• 14:25
  five
• 14:25
  years
• 14:25
  ahead,
• 14:26
  it's
• 14:26
  gonna
• 14:26
  be
• 14:27
  even,
• 14:28
  I
• 14:28
  think
• 14:28
  it's
• 14:28
  gonna
• 14:28
  be
• 14:28
  even
• 14:29
  a
• 14:29
  bigger
• 14:30
  industry
• 14:31
  from
• 14:31
  inside
• 14:32
  the
• 14:32
  healthcare
• 14:32
  world.
• 14:32
  Oh,
• 14:32
  yeah.
• 14:33
  No,
• 14:33
  I
• 14:33
  think
• 14:34
  so.
• 14:34
  I
• 14:34
  think,
• 14:34
  I
• 14:34
  think
• 14:34
  the,
• 14:34
  the
• 14:34
  more
• 14:35
  people
• 14:35
  start
• 14:36
  to,
• 14:36
  it's,
• 14:36
  it's
• 14:36
  like
• 14:36
  a,
• 14:37
  um,
• 14:37
  a
• 14:37
  snowball,
• 14:38
  isn't
• 14:38
  it?
• 14:38
  I
• 14:38
  think
• 14:38
  it's
• 14:39
  the
• 14:39
  more
• 14:39
  people
• 14:39
  start
• 14:40
  to
• 14:40
  use
• 14:40
  it
• 14:40
  and
• 14:40
  realize
• 14:41
  how
• 14:41
  effective
• 14:42
  they
• 14:42
  are.
• 14:43
  The
• 14:43
  more
• 14:43
  they'll
• 14:43
  use
• 14:44
  them
• 14:44
  and
• 14:44
  then
• 14:44
  the
• 14:44
  more
• 14:44
  they'll
• 14:44
  start
• 14:45
  telling
• 14:45
  other
• 14:45
  people
• 14:45
  about
• 14:46
  it
• 14:46
  and
• 14:46
  everyone
• 14:46
  be
• 14:46
  how,
• 14:47
  how,
• 14:48
  how
• 14:48
  has
• 14:48
  all
• 14:48
  sudden
• 14:49
  they
• 14:49
  got
• 14:49
  a
• 14:49
  lot
• 14:49
  more
• 14:49
  time
• 14:49
  in
• 14:49
  the
• 14:50
  have
• 14:50
  than
• 14:50
  they
• 14:50
  used
• 14:50
  to
• 14:50
  have.
• 14:51
  And
• 14:51
  because
• 14:51
  you
• 14:51
  got
• 14:51
  a
• 14:51
  virtual
• 14:52
  assistant.
• 14:52
  Um,
• 14:53
  the
• 14:53
  other
• 14:53
  thing,
• 14:54
  uh,
• 14:55
  I
• 14:55
  think
• 14:55
  is
• 14:56
  really
• 14:56
  useful
• 14:56
  about
• 14:56
  the,
• 14:57
  about
• 14:57
  the
• 14:57
  Philippines,
• 14:58
  'cause
• 14:58
  I
• 14:58
  use
• 14:58
  people
• 14:58
  in
• 14:58
  the
• 14:58
  Philippines
• 14:59
  as
• 14:59
  well
• 14:59
  'cause
• 14:59
  they're
• 14:59
  on
• 14:59
  a
• 15:00
  different
• 15:00
  time
• 15:00
  zone
• 15:01
  from,
• 15:02
  from
• 15:02
  me
• 15:02
  specifically.
• 15:03
  They're
• 15:03
  doing
• 15:04
  work
• 15:04
  when
• 15:04
  I'm
• 15:04
  sleeping.
• 15:05
  Um,
• 15:06
  which
• 15:06
  is
• 15:06
  great
• 15:06
  'cause
• 15:06
  you
• 15:06
  can
• 15:07
  then
• 15:07
  leave
• 15:07
  them
• 15:07
  stuff
• 15:07
  to
• 15:07
  do.
• 15:08
  But
• 15:09
  also
• 15:09
  I've
• 15:09
  noticed
• 15:10
  they
• 15:10
  also
• 15:10
  work
• 15:10
  when
• 15:10
  I'm
• 15:11
  working.
• 15:11
  I
• 15:11
  don't,
• 15:11
  I
• 15:11
  don't
• 15:11
  know
• 15:12
  when
• 15:12
  they
• 15:12
  actually
• 15:12
  sleep,
• 15:12
  to
• 15:12
  be
• 15:12
  honest,
• 15:13
  because
• 15:14
  they,
• 15:14
  they
• 15:14
  work
• 15:14
  back
• 15:15
  my
• 15:15
  hours,
• 15:16
  but
• 15:16
  they
• 15:16
  then
• 15:16
  do
• 15:16
  other,
• 15:17
  obviously
• 15:18
  work
• 15:18
  because
• 15:18
  of
• 15:18
  their,
• 15:19
  the
• 15:19
  time
• 15:19
  difference.
• 15:19
  They're
• 15:19
  also
• 15:20
  working
• 15:20
  earlier
• 15:21
  than
• 15:21
  when
• 15:21
  I
• 15:21
  get
• 15:22
  up.
• 15:22
  So
• 15:22
  it's,
• 15:22
  it's
• 15:22
  actually
• 15:23
  you,
• 15:23
  you
• 15:24
  just
• 15:24
  get
• 15:24
  a
• 15:24
  lot
• 15:25
  more
• 15:25
  value.
• 15:25
  I,
• 15:25
  I
• 15:26
  think
• 15:27
  out
• 15:28
  them
• 15:28
  than
• 15:28
  when
• 15:28
  you're
• 15:28
  working
• 15:28
  with
• 15:29
  a,
• 15:29
  an
• 15:29
  admin
• 15:29
  person
• 15:30
  who's
• 15:30
  actually
• 15:30
  based
• 15:30
  here.
• 15:31
  And
• 15:32
  there,
• 15:32
  and
• 15:32
  there's
• 15:32
  a
• 15:32
  lot,
• 15:32
  there's
• 15:33
  less
• 15:33
  opportunity
• 15:34
  of
• 15:34
  office
• 15:34
  drama
• 15:35
  that
• 15:35
  a
• 15:35
  lot
• 15:35
  of
• 15:35
  people
• 15:36
  see.
• 15:36
  So
• 15:36
  I
• 15:36
  get
• 15:36
  that
• 15:37
  feedback
• 15:37
  all
• 15:37
  the
• 15:37
  time.
• 15:38
  And
• 15:38
  then
• 15:38
  in
• 15:38
  terms
• 15:39
  of,
• 15:39
  I
• 15:39
  know
• 15:39
  how
• 15:40
  I
• 15:40
  manage
• 15:40
  my,
• 15:40
  my
• 15:41
  virtual
• 15:41
  assistants,
• 15:42
  but
• 15:42
  is,
• 15:42
  is
• 15:42
  there
• 15:43
  any
• 15:43
  best
• 15:43
  practice
• 15:44
  in
• 15:45
  terms.
• 15:46
  Number
• 15:46
  one,
• 15:46
  onboarding
• 15:47
  them,
• 15:47
  and
• 15:47
  then
• 15:48
  how
• 15:48
  do
• 15:48
  you
• 15:48
  manage
• 15:49
  them
• 15:49
  to
• 15:49
  keep
• 15:50
  them
• 15:50
  motivated?
• 15:50
  Because
• 15:50
  obviously
• 15:51
  there's
• 15:51
  lots
• 15:51
  of
• 15:51
  talk
• 15:51
  about
• 15:51
  motivation
• 15:52
  and
• 15:52
  leadership.
• 15:53
  How
• 15:53
  do
• 15:54
  you
• 15:54
  do
• 15:54
  that
• 15:54
  when
• 15:54
  you've
• 15:54
  got
• 15:55
  a
• 15:55
  virtual
• 15:55
  employee
• 15:56
  in
• 15:56
  a
• 15:56
  different
• 15:56
  country?
• 15:57
  Yeah,
• 15:57
  so
• 15:57
  we
• 15:57
  had,
• 15:58
  we
• 15:58
  talked
• 15:58
  a
• 15:58
  little
• 15:58
  bit
• 15:59
  about
• 15:59
  this
• 15:59
  before
• 15:59
  we
• 15:59
  jumped
• 16:00
  on,
• 16:00
  which
• 16:00
  is
• 16:00
  very
• 16:00
  important
• 16:01
  and
• 16:01
  what
• 16:01
  we
• 16:02
  see
• 16:02
  is
• 16:02
  that
• 16:03
  the
• 16:03
  biggest
• 16:03
  challenge
• 16:04
  and
• 16:04
  one
• 16:04
  of
• 16:04
  the
• 16:04
  other
• 16:05
  biggest
• 16:05
  challenges
• 16:05
  that
• 16:06
  we
• 16:06
  see
• 16:06
  our
• 16:06
  doctor's
• 16:06
  office,
• 16:07
  like,
• 16:07
  oh,
• 16:07
  I
• 16:07
  have
• 16:07
  to
• 16:07
  train
• 16:08
  'em.
• 16:08
  Right.
• 16:09
  I,
• 16:09
  and
• 16:09
  what
• 16:09
  happens
• 16:10
  if
• 16:10
  there's
• 16:10
  turnover?
• 16:11
  We
• 16:11
  gotta
• 16:11
  retrain
• 16:12
  him.
• 16:12
  So
• 16:13
  what
• 16:13
  we
• 16:13
  do
• 16:13
  is
• 16:13
  we
• 16:14
  have
• 16:14
  our
• 16:15
  a
• 16:15
  training
• 16:15
  team
• 16:15
  get
• 16:16
  in
• 16:16
  there
• 16:16
  and
• 16:16
  actually
• 16:17
  create
• 16:18
  a
• 16:18
  training
• 16:19
  for
• 16:19
  that
• 16:19
  role.
• 16:20
  Because,
• 16:21
  uh,
• 16:21
  if
• 16:21
  we
• 16:22
  look
• 16:22
  at
• 16:22
  everyone
• 16:23
  that
• 16:23
  we
• 16:23
  have
• 16:23
  come
• 16:23
  through
• 16:24
  our
• 16:24
  system,
• 16:25
  they
• 16:25
  start
• 16:25
  with
• 16:26
  one,
• 16:26
  they
• 16:26
  end
• 16:26
  up
• 16:26
  with
• 16:27
  four
• 16:27
  virtual
• 16:27
  assistants.
• 16:28
  So
• 16:29
  we
• 16:29
  help
• 16:29
  them
• 16:30
  with
• 16:30
  the
• 16:30
  training
• 16:30
  because
• 16:31
  that's
• 16:31
  a
• 16:31
  big,
• 16:32
  big
• 16:32
  pain
• 16:32
  point
• 16:33
  in
• 16:33
  any
• 16:33
  industry
• 16:34
  is
• 16:34
  the
• 16:34
  training
• 16:35
  behind
• 16:35
  it.
• 16:35
  I
• 16:35
  know
• 16:35
  for
• 16:35
  me,
• 16:36
  when
• 16:36
  I
• 16:36
  first
• 16:36
  start,
• 16:36
  I'm
• 16:37
  like,
• 16:37
  alright,
• 16:37
  how
• 16:38
  do
• 16:38
  you
• 16:38
  replicate
• 16:38
  this?
• 16:39
  Because
• 16:39
  I'm
• 16:39
  gonna
• 16:40
  have
• 16:40
  to
• 16:40
  go
• 16:40
  back
• 16:40
  and
• 16:41
  do
• 16:41
  the
• 16:41
  same
• 16:41
  thing
• 16:41
  over,
• 16:42
  which
• 16:42
  again,
• 16:43
  creates
• 16:43
  burnout.
• 16:44
  So
• 16:44
  what
• 16:44
  we
• 16:44
  do
• 16:44
  is
• 16:44
  we
• 16:44
  have
• 16:45
  our
• 16:45
  training
• 16:45
  team
• 16:45
  get
• 16:46
  involved
• 16:46
  and
• 16:47
  actually
• 16:47
  create
• 16:48
  that.
• 16:48
  Role,
• 16:49
  position
• 16:49
  and
• 16:50
  results
• 16:50
  that
• 16:50
  need
• 16:51
  be,
• 16:51
  and
• 16:51
  then
• 16:51
  we
• 16:51
  train
• 16:52
  'em
• 16:52
  on
• 16:52
  your
• 16:52
  system.
• 16:53
  Okay,
• 16:54
  so,
• 16:54
  so
• 16:54
  what
• 16:54
  you
• 16:55
  say,
• 16:55
  so
• 16:55
  you
• 16:56
  guys
• 16:56
  will
• 16:56
  do
• 16:57
  the
• 16:57
  training
• 16:57
  obviously
• 16:58
  with,
• 16:58
  with
• 16:58
  the,
• 16:59
  with
• 16:59
  the
• 16:59
  company
• 16:59
  help
• 17:00
  but
• 17:00
  help,
• 17:00
  but
• 17:00
  you,
• 17:01
  you
• 17:01
  do,
• 17:01
  you
• 17:01
  the
• 17:02
  one,
• 17:02
  the
• 17:02
  ones
• 17:02
  that
• 17:02
  employ
• 17:03
  that
• 17:03
  training.
• 17:03
  So
• 17:03
  once
• 17:04
  you've
• 17:04
  done,
• 17:04
  you
• 17:04
  understand
• 17:05
  the
• 17:05
  training.
• 17:05
  If
• 17:05
  you
• 17:06
  get,
• 17:06
  if
• 17:06
  there
• 17:06
  is
• 17:06
  a
• 17:06
  turnover
• 17:07
  and
• 17:07
  there's
• 17:07
  a
• 17:07
  new
• 17:07
  person,
• 17:08
  you
• 17:08
  just
• 17:08
  employ
• 17:08
  that
• 17:08
  same
• 17:09
  training
• 17:09
  program
• 17:09
  again.
• 17:10
  Or
• 17:10
  there's
• 17:10
  an
• 17:10
  add
• 17:11
  on.
• 17:11
  Like
• 17:11
  I
• 17:11
  said,
• 17:11
  it's
• 17:12
  looking,
• 17:12
  looking
• 17:13
  at
• 17:13
  all
• 17:13
  of
• 17:13
  our,
• 17:14
  uh,
• 17:14
  clients.
• 17:14
  Start
• 17:15
  with
• 17:15
  one.
• 17:15
  This
• 17:16
  is
• 17:16
  90%
• 17:17
  of
• 17:17
  'em.
• 17:17
  Start
• 17:17
  with
• 17:17
  one,
• 17:18
  end
• 17:18
  up
• 17:18
  with
• 17:18
  four.
• 17:19
  That's
• 17:19
  kind
• 17:19
  of
• 17:19
  our
• 17:19
  ratio
• 17:20
  because
• 17:21
  what
• 17:21
  we
• 17:21
  always
• 17:22
  say
• 17:22
  is,
• 17:22
  Hey,
• 17:22
  listen,
• 17:22
  if
• 17:23
  you,
• 17:23
  if
• 17:23
  you're
• 17:23
  questioning
• 17:24
  it,
• 17:24
  start
• 17:24
  with
• 17:24
  one.
• 17:25
  I
• 17:25
  know
• 17:25
  you
• 17:25
  need
• 17:25
  help
• 17:25
  with
• 17:25
  four
• 17:26
  virtual
• 17:26
  assistants,
• 17:27
  but
• 17:27
  start
• 17:28
  with
• 17:28
  one.
• 17:28
  We
• 17:28
  wanna
• 17:28
  make
• 17:29
  sure
• 17:29
  we
• 17:29
  prove
• 17:29
  ourselves.
• 17:30
  So
• 17:30
  then,
• 17:31
  you
• 17:31
  know,
• 17:31
  after
• 17:31
  a
• 17:31
  while,
• 17:32
  over
• 17:32
  time,
• 17:32
  you
• 17:33
  end
• 17:33
  up
• 17:33
  adding
• 17:33
  on
• 17:33
  up
• 17:34
  to
• 17:34
  four.
• 17:34
  That's
• 17:34
  typically
• 17:35
  what
• 17:35
  we
• 17:35
  see,
• 17:35
  and
• 17:36
  I
• 17:36
  think
• 17:36
  if,
• 17:36
  if
• 17:36
  that,
• 17:37
  if
• 17:37
  that.
• 17:38
  Only
• 17:38
  one
• 17:38
  area
• 17:39
  that,
• 17:39
  that,
• 17:40
  that
• 17:40
  you
• 17:40
  produce,
• 17:41
  uh,
• 17:41
  virtual
• 17:41
  assistants
• 17:42
  for,
• 17:42
  or
• 17:42
  is
• 17:43
  there
• 17:43
  a
• 17:43
  variety
• 17:44
  of,
• 17:45
  um,
• 17:45
  areas,
• 17:46
  a
• 17:46
  social
• 17:47
  media
• 17:47
  admin,
• 17:48
  et
• 17:48
  cetera?
• 17:48
  Different
• 17:48
  things.
• 17:49
  There's
• 17:49
  a
• 17:49
  variety
• 17:49
  of
• 17:49
  'em.
• 17:50
  So
• 17:50
  social
• 17:50
  media,
• 17:50
  we
• 17:51
  have
• 17:51
  clients
• 17:51
  that
• 17:51
  use
• 17:52
  us
• 17:52
  for
• 17:52
  social
• 17:52
  media.
• 17:53
  Then
• 17:53
  you
• 17:53
  have
• 17:53
  front
• 17:54
  desk
• 17:54
  management,
• 17:55
  you
• 17:55
  have
• 17:55
  prior
• 17:55
  authorizations,
• 17:56
  terms,
• 17:56
  verifications,
• 17:56
  verification,
• 17:57
  and
• 17:58
  then
• 17:59
  in
• 17:59
  the
• 17:59
  end
• 17:59
  is
• 18:00
  ar
• 18:00
  backlog.
• 18:01
  The
• 18:01
  account
• 18:02
  is
• 18:03
  a
• 18:03
  very,
• 18:03
  very
• 18:03
  big
• 18:04
  one.
• 18:04
  Yeah.
• 18:05
  I
• 18:05
  can't,
• 18:05
  well
• 18:05
  imagine.
• 18:06
  So,
• 18:06
  so,
• 18:06
  okay.
• 18:07
  So
• 18:07
  I
• 18:07
  think
• 18:08
  we
• 18:08
  are
• 18:08
  getting
• 18:08
  to,
• 18:08
  to
• 18:09
  the
• 18:09
  crux
• 18:09
  of
• 18:09
  how
• 18:10
  beneficial
• 18:11
  they
• 18:11
  are.
• 18:11
  I
• 18:11
  always
• 18:11
  like
• 18:12
  at
• 18:12
  this
• 18:12
  point
• 18:12
  to
• 18:12
  just
• 18:13
  jump
• 18:13
  into
• 18:13
  some
• 18:13
  kind
• 18:14
  of
• 18:14
  case
• 18:14
  studies
• 18:14
  and
• 18:14
  some
• 18:15
  real
• 18:15
  life
• 18:15
  examples.
• 18:16
  So
• 18:16
  have
• 18:16
  you
• 18:16
  got
• 18:17
  some
• 18:17
  examples
• 18:17
  to
• 18:17
  actually
• 18:18
  talk,
• 18:18
  talk
• 18:19
  us
• 18:19
  through
• 18:19
  where,
• 18:20
  you
• 18:20
  know,
• 18:20
  someone's
• 18:21
  tried
• 18:21
  to
• 18:21
  scale,
• 18:22
  they're
• 18:22
  struggling,
• 18:23
  you
• 18:23
  know,
• 18:23
  what
• 18:23
  was
• 18:23
  the
• 18:24
  situation
• 18:24
  before?
• 18:25
  What
• 18:25
  was
• 18:25
  the
• 18:25
  friction?
• 18:26
  And
• 18:26
  then
• 18:26
  how
• 18:27
  that
• 18:27
  then
• 18:27
  changed
• 18:28
  when,
• 18:28
  when
• 18:28
  you
• 18:28
  actually
• 18:29
  helped
• 18:29
  and,
• 18:29
  and,
• 18:30
  and
• 18:30
  more
• 18:30
  important
• 18:30
  than
• 18:31
  anything
• 18:31
  else,
• 18:31
  what
• 18:32
  difference
• 18:32
  did
• 18:32
  it
• 18:32
  make
• 18:32
  commercially?
• 18:33
  Yeah.
• 18:33
  So
• 18:34
  I'll
• 18:34
  give
• 18:34
  you
• 18:34
  an
• 18:34
  example
• 18:34
  of
• 18:35
  an
• 18:35
  IVF
• 18:35
  company
• 18:35
  that
• 18:36
  we
• 18:36
  work
• 18:36
  with
• 18:36
  and
• 18:37
  they
• 18:37
  had
• 18:37
  a,
• 18:38
  uh,
• 18:38
  uh,
• 18:39
  a
• 18:39
  backlog,
• 18:40
  a
• 18:40
  rev
• 18:40
  cycle
• 18:41
  backlog,
• 18:42
  which
• 18:42
  was
• 18:42
  incredible.
• 18:43
  So
• 18:43
  I'll
• 18:43
  give
• 18:44
  you
• 18:44
  an
• 18:44
  example.
• 18:44
  So
• 18:45
  they
• 18:45
  had
• 18:45
  150
• 18:46
  pa.
• 18:46
  They
• 18:47
  see
• 18:47
  150
• 18:47
  patients
• 18:48
  a
• 18:48
  week
• 18:48
  with
• 18:49
  a
• 18:49
  30%
• 18:50
  denial
• 18:51
  rate,
• 18:51
  which
• 18:52
  means
• 18:52
  if
• 18:52
  you
• 18:52
  fast
• 18:53
  forward,
• 18:53
  they
• 18:53
  look
• 18:53
  at
• 18:53
  an
• 18:54
  entire
• 18:54
  month
• 18:54
  that's.
• 18:55
  30
• 18:55
  denials.
• 18:56
  So
• 18:56
  for
• 18:57
  an
• 18:57
  IBF
• 18:57
  company,
• 18:58
  that's
• 18:58
  a
• 18:58
  lot
• 18:58
  of
• 18:59
  revenue
• 18:59
  that
• 18:59
  is
• 19:00
  lost.
• 19:00
  So
• 19:01
  we
• 19:01
  implemented
• 19:02
  two
• 19:02
  VAs
• 19:02
  within
• 19:03
  that
• 19:03
  rev
• 19:03
  cycle
• 19:04
  and
• 19:04
  they
• 19:04
  increased
• 19:05
  their
• 19:06
  profit
• 19:06
  by
• 19:07
  over
• 19:07
  hundreds
• 19:07
  of
• 19:07
  thousands
• 19:08
  of
• 19:08
  dollars.
• 19:08
  They
• 19:08
  didn't
• 19:08
  give
• 19:08
  us
• 19:09
  the
• 19:09
  exact
• 19:09
  number,
• 19:10
  but
• 19:10
  they
• 19:10
  increased
• 19:11
  their
• 19:11
  revenue
• 19:11
  by
• 19:12
  that
• 19:12
  much.
• 19:12
  So
• 19:13
  I
• 19:13
  think.
• 19:14
  Yeah.
• 19:14
  Which
• 19:14
  is,
• 19:15
  I
• 19:15
  mean,
• 19:15
  you
• 19:15
  look
• 19:15
  at
• 19:15
  a
• 19:15
  lot
• 19:15
  of
• 19:16
  different
• 19:16
  companies,
• 19:17
  it's
• 19:17
  very
• 19:17
  important
• 19:17
  for
• 19:18
  us
• 19:18
  'cause
• 19:18
  we're
• 19:18
  working
• 19:19
  very,
• 19:19
  you
• 19:19
  know,
• 19:20
  our
• 19:20
  practice
• 19:21
  companies
• 19:21
  are
• 19:21
  working
• 19:22
  very
• 19:22
  hard
• 19:22
  to
• 19:22
  get
• 19:22
  the
• 19:23
  patients
• 19:23
  in.
• 19:23
  They
• 19:23
  go
• 19:24
  through
• 19:24
  the
• 19:24
  process
• 19:25
  and
• 19:25
  they
• 19:25
  have
• 19:25
  accounts
• 19:25
  receivable.
• 19:26
  If
• 19:26
  you
• 19:26
  can't
• 19:26
  get
• 19:26
  that
• 19:27
  money,
• 19:27
  that's
• 19:27
  a,
• 19:28
  that's
• 19:28
  a
• 19:28
  huge,
• 19:29
  huge
• 19:29
  loss
• 19:29
  and
• 19:29
  a
• 19:30
  big
• 19:30
  hit
• 19:30
  to
• 19:30
  our
• 19:30
  bottom
• 19:30
  line
• 19:31
  as
• 19:31
  business
• 19:31
  owners.
• 19:31
  Oh,
• 19:32
  no.
• 19:32
  Yeah,
• 19:32
  one,
• 19:32
  100%.
• 19:33
  And,
• 19:33
  and
• 19:33
  were,
• 19:34
  were
• 19:34
  those
• 19:34
  people
• 19:35
  using
• 19:36
  VA
• 19:36
  before
• 19:37
  or
• 19:38
  were
• 19:38
  they,
• 19:38
  how,
• 19:38
  how
• 19:39
  were
• 19:39
  they
• 19:39
  managing
• 19:39
  that
• 19:39
  backlog?
• 19:40
  Just
• 19:40
  with
• 19:40
  people.
• 19:41
  It
• 19:41
  was
• 19:41
  just
• 19:42
  their
• 19:42
  in-house
• 19:43
  staff.
• 19:43
  So
• 19:44
  it
• 19:44
  realized
• 19:44
  is
• 19:45
  there
• 19:45
  were
• 19:45
  missed
• 19:45
  calls.
• 19:46
  There
• 19:46
  were
• 19:47
  insurance,
• 19:47
  uh,
• 19:47
  prior
• 19:48
  authorizations
• 19:48
  that
• 19:48
  were
• 19:49
  wrong,
• 19:49
  insurance
• 19:49
  verifications
• 19:50
  that
• 19:50
  were
• 19:50
  getting
• 19:51
  denied
• 19:51
  just
• 19:51
  because
• 19:52
  of
• 19:52
  all
• 19:52
  those
• 19:52
  challenges.
• 19:54
  'cause
• 19:54
  your
• 19:54
  front
• 19:54
  desk
• 19:54
  individuals
• 19:55
  were
• 19:55
  doing
• 19:56
  all
• 19:56
  of
• 19:56
  those
• 19:56
  tasks.
• 19:57
  And
• 19:57
  as
• 19:57
  you
• 19:58
  can
• 19:58
  imagine,
• 19:58
  there's
• 19:58
  a
• 19:59
  lot
• 19:59
  of
• 19:59
  different
• 19:59
  tasks
• 20:00
  that
• 20:00
  a
• 20:00
  front
• 20:00
  desk
• 20:01
  manager
• 20:01
  actually
• 20:02
  does.
• 20:02
  And
• 20:03
  if
• 20:03
  you
• 20:03
  don't
• 20:03
  see
• 20:03
  one
• 20:04
  task
• 20:04
  through
• 20:04
  from
• 20:05
  start
• 20:05
  to
• 20:05
  finish,
• 20:06
  there's
• 20:06
  gonna
• 20:06
  be
• 20:06
  misses.
• 20:07
  Yeah.
• 20:07
  Um.
• 20:09
  I
• 20:09
  mean,
• 20:09
  it,
• 20:09
  it
• 20:09
  seems
• 20:10
  so
• 20:10
  obvious
• 20:10
  when
• 20:10
  you
• 20:10
  say
• 20:11
  it,
• 20:11
  but
• 20:11
  I
• 20:11
  mean,
• 20:11
  people,
• 20:12
  I'm
• 20:12
  assuming
• 20:12
  that
• 20:13
  the
• 20:13
  reason
• 20:13
  why
• 20:13
  they
• 20:13
  didn't
• 20:14
  recruit
• 20:14
  anyone
• 20:15
  outside
• 20:16
  of
• 20:16
  that
• 20:16
  team
• 20:17
  was
• 20:17
  the
• 20:17
  cost.
• 20:18
  Cost.
• 20:18
  Yeah.
• 20:18
  I
• 20:18
  mean,
• 20:19
  let's
• 20:19
  talk
• 20:19
  about
• 20:19
  Boston.
• 20:20
  I
• 20:20
  mean,
• 20:20
  Boston's
• 20:20
  a
• 20:20
  big,
• 20:21
  a
• 20:21
  big
• 20:21
  city
• 20:22
  in
• 20:22
  this
• 20:22
  world,
• 20:23
  and
• 20:23
  Boston,
• 20:23
  the
• 20:23
  cost
• 20:24
  of
• 20:24
  living
• 20:24
  in
• 20:24
  Boston's.
• 20:25
  Very,
• 20:25
  very
• 20:25
  high.
• 20:26
  And
• 20:26
  you,
• 20:26
  you're
• 20:26
  not
• 20:26
  gonna
• 20:27
  hire
• 20:27
  someone
• 20:27
  No,
• 20:28
  no
• 20:28
  one
• 20:28
  wants
• 20:28
  to
• 20:28
  work
• 20:29
  for,
• 20:30
  for
• 20:30
  $12
• 20:31
  an
• 20:31
  hour
• 20:31
  that's
• 20:31
  gonna
• 20:32
  be
• 20:32
  sitting
• 20:32
  in
• 20:32
  an
• 20:32
  office
• 20:33
  and
• 20:34
  you
• 20:34
  know,
• 20:34
  the,
• 20:34
  the,
• 20:35
  the
• 20:35
  minimum
• 20:35
  wage
• 20:36
  in
• 20:36
  Boston's
• 20:36
  a
• 20:36
  heck
• 20:36
  of
• 20:36
  a
• 20:36
  lot
• 20:37
  higher
• 20:37
  than
• 20:37
  $12.
• 20:37
  Yeah.
• 20:38
  Fa
• 20:38
  same
• 20:38
  in
• 20:39
  the
• 20:39
  uk.
• 20:39
  But
• 20:39
  yeah.
• 20:39
  You're
• 20:40
  not,
• 20:40
  you,
• 20:40
  you're,
• 20:40
  and.
• 20:42
  I
• 20:42
  can't
• 20:43
  remember
• 20:43
  what
• 20:43
  it's
• 20:43
  now
• 20:43
  actually,
• 20:43
  I
• 20:43
  think
• 20:43
  about
• 20:43
  17
• 20:44
  pounds
• 20:44
  or
• 20:44
  something.
• 20:44
  Like,
• 20:45
  I,
• 20:45
  I
• 20:45
  need
• 20:45
  to
• 20:45
  check,
• 20:46
  but
• 20:46
  it's
• 20:46
  expensive.
• 20:47
  Uh,
• 20:47
  so
• 20:47
  you're
• 20:47
  not
• 20:47
  gonna
• 20:48
  get,
• 20:48
  and,
• 20:48
  and
• 20:48
  that's
• 20:48
  for
• 20:49
  that
• 20:49
  is
• 20:49
  not
• 20:50
  going
• 20:50
  to
• 20:50
  get
• 20:50
  you
• 20:51
  a
• 20:51
  college
• 20:51
  educated,
• 20:52
  uh,
• 20:53
  correct
• 20:53
  person,
• 20:53
  been
• 20:54
  through
• 20:54
  all
• 20:54
  of
• 20:54
  the
• 20:55
  processes
• 20:55
  that
• 20:55
  you're
• 20:55
  talking
• 20:56
  about,
• 20:56
  you
• 20:57
  know,
• 20:57
  it's
• 20:57
  gonna
• 20:57
  get,
• 20:57
  it's,
• 20:58
  it's
• 20:58
  probably
• 20:58
  not,
• 20:58
  I'm
• 20:58
  gonna
• 20:58
  get
• 20:58
  you
• 20:58
  graduate.
• 20:59
  Really?
• 20:59
  It's
• 20:59
  gonna
• 20:59
  get
• 20:59
  you
• 21:00
  someone
• 21:00
  straight
• 21:00
  outta
• 21:00
  school.
• 21:02
  Yeah.
• 21:03
  So
• 21:03
  it's,
• 21:04
  yeah.
• 21:04
  Yeah.
• 21:05
  You're
• 21:05
  not
• 21:05
  even,
• 21:06
  uh,
• 21:06
  comparing
• 21:07
  apples
• 21:07
  with
• 21:07
  pears.
• 21:08
  So
• 21:08
  for
• 21:08
  me
• 21:09
  it's
• 21:09
  almost
• 21:09
  like
• 21:09
  that
• 21:10
  it's
• 21:10
  a
• 21:10
  bigger
• 21:10
  risk,
• 21:10
  not.
• 21:11
  To
• 21:12
  use,
• 21:12
  uh,
• 21:13
  a
• 21:13
  virtual
• 21:13
  assistant
• 21:14
  than
• 21:14
  it
• 21:14
  is
• 21:14
  to
• 21:15
  use
• 21:15
  one,
• 21:15
  because
• 21:16
  as
• 21:16
  you
• 21:16
  said,
• 21:16
  if
• 21:17
  you're
• 21:17
  not
• 21:17
  sure,
• 21:17
  try
• 21:18
  one.
• 21:18
  You,
• 21:18
  you
• 21:18
  have
• 21:19
  a
• 21:19
  trial
• 21:19
  period,
• 21:20
  it
• 21:20
  works.
• 21:20
  You
• 21:21
  then
• 21:21
  go
• 21:21
  to
• 21:21
  3,
• 21:21
  2,
• 21:22
  3,
• 21:22
  4.
• 21:23
  If
• 21:23
  it
• 21:23
  doesn't
• 21:23
  work,
• 21:24
  what
• 21:24
  have
• 21:24
  you
• 21:24
  lost?
• 21:25
  You've
• 21:25
  not
• 21:25
  lost
• 21:25
  a
• 21:25
  huge
• 21:25
  amount
• 21:26
  of
• 21:26
  money,
• 21:26
  um,
• 21:27
  and
• 21:27
  you've
• 21:27
  definitely
• 21:27
  not
• 21:27
  lost
• 21:28
  a
• 21:28
  huge
• 21:28
  amount
• 21:28
  of
• 21:28
  time
• 21:29
  because
• 21:29
  obviously
• 21:29
  they're
• 21:29
  working
• 21:29
  with
• 21:30
  an
• 21:30
  organization
• 21:31
  like
• 21:31
  your.
• 21:32
  So,
• 21:32
  interestingly
• 21:33
  enough,
• 21:33
  a
• 21:33
  lot
• 21:33
  of
• 21:33
  my,
• 21:34
  uh,
• 21:34
  list
• 21:34
  are
• 21:34
  quite
• 21:34
  lean
• 21:35
  and
• 21:35
  they're
• 21:36
  always
• 21:37
  looking
• 21:37
  to
• 21:37
  see
• 21:37
  how
• 21:38
  they
• 21:39
  can
• 21:39
  grow
• 21:40
  by
• 21:40
  remaining
• 21:41
  lean,
• 21:41
  which
• 21:41
  is
• 21:41
  why
• 21:42
  I
• 21:42
  think
• 21:42
  virtual
• 21:42
  assistants
• 21:42
  work
• 21:43
  quite
• 21:43
  a
• 21:43
  lot.
• 21:44
  But
• 21:44
  I
• 21:44
  think
• 21:44
  a
• 21:45
  lot
• 21:45
  of
• 21:45
  founders
• 21:45
  and
• 21:46
  a
• 21:46
  lot
• 21:46
  of
• 21:46
  people
• 21:46
  on
• 21:46
  this
• 21:47
  call
• 21:47
  will
• 21:47
  be
• 21:47
  wanting
• 21:48
  to
• 21:48
  know.
• 21:48
  So
• 21:48
  having
• 21:49
  a
• 21:49
  lean
• 21:49
  team
• 21:50
  increase.
• 21:52
  Does
• 21:53
  it
• 21:53
  increase
• 21:53
  risk?
• 21:54
  I
• 21:54
  don't.
• 21:54
  I
• 21:54
  don't
• 21:54
  believe
• 21:55
  it
• 21:55
  does.
• 21:55
  Um,
• 21:56
  I
• 21:56
  mean,
• 21:57
  I
• 21:57
  think
• 21:57
  we
• 21:57
  all
• 21:58
  think
• 21:58
  as
• 21:58
  business
• 21:58
  owners
• 21:59
  staying
• 21:59
  lean
• 22:00
  is
• 22:00
  more
• 22:00
  control.
• 22:01
  Yeah.
• 22:01
  And
• 22:01
  that's
• 22:02
  some
• 22:02
  of
• 22:02
  the
• 22:02
  things
• 22:02
  for
• 22:02
  us,
• 22:03
  business
• 22:03
  owners
• 22:04
  and
• 22:04
  business
• 22:04
  leaders,
• 22:05
  control
• 22:05
  is
• 22:06
  very,
• 22:06
  very
• 22:06
  important.
• 22:07
  So
• 22:08
  I
• 22:08
  think
• 22:08
  the
• 22:08
  answer
• 22:08
  to
• 22:08
  your
• 22:08
  question
• 22:09
  is
• 22:09
  staying
• 22:10
  lean.
• 22:10
  I
• 22:11
  think
• 22:11
  until
• 22:11
  you
• 22:12
  grow,
• 22:12
  you
• 22:12
  have
• 22:12
  to,
• 22:13
  all
• 22:13
  of
• 22:13
  our
• 22:13
  businesses
• 22:14
  are
• 22:14
  in
• 22:14
  phases,
• 22:14
  right?
• 22:15
  And
• 22:15
  every
• 22:15
  business
• 22:16
  has,
• 22:16
  you
• 22:17
  know,
• 22:17
  if
• 22:17
  you
• 22:17
  hit
• 22:17
  a
• 22:17
  million
• 22:17
  dollars
• 22:18
  in
• 22:18
  revenue,
• 22:18
  it's
• 22:18
  a
• 22:18
  different
• 22:18
  phase.
• 22:19
  And
• 22:19
  if,
• 22:19
  if
• 22:19
  you
• 22:19
  hit
• 22:20
  five,
• 22:20
  it's
• 22:20
  a
• 22:20
  different
• 22:20
  phase
• 22:21
  if
• 22:21
  you
• 22:21
  hit
• 22:21
  10,
• 22:22
  right?
• 22:22
  As,
• 22:22
  as
• 22:23
  an
• 22:23
  example
• 22:23
  there.
• 22:23
  So
• 22:24
  staying
• 22:24
  lean
• 22:25
  at
• 22:25
  the
• 22:25
  beginning
• 22:25
  and
• 22:25
  building
• 22:26
  your
• 22:26
  foundation
• 22:26
  is,
• 22:27
  I
• 22:27
  think
• 22:27
  is
• 22:28
  one
• 22:28
  of
• 22:28
  the
• 22:28
  most
• 22:28
  important
• 22:29
  things
• 22:29
  in
• 22:29
  any
• 22:29
  type
• 22:29
  of
• 22:30
  business.
• 22:30
  Yeah,
• 22:30
  no,
• 22:31
  I,
• 22:31
  I
• 22:31
  would,
• 22:31
  I
• 22:31
  would
• 22:32
  completely
• 22:32
  agree.
• 22:32
  And
• 22:32
  I
• 22:32
  think
• 22:33
  the,
• 22:33
  the
• 22:33
  Dave,
• 22:34
  I'm
• 22:34
  not
• 22:34
  gonna
• 22:35
  say
• 22:35
  the
• 22:35
  David
• 22:35
  Bricks
• 22:35
  and
• 22:35
  mortar,
• 22:36
  the
• 22:36
  business
• 22:36
  are
• 22:36
  gone
• 22:36
  because
• 22:36
  they're
• 22:36
  not.
• 22:37
  But
• 22:37
  the
• 22:37
  Dave
• 22:37
  that
• 22:38
  you
• 22:38
  are
• 22:38
  gonna.
• 22:39
  Build
• 22:40
  your
• 22:40
  business
• 22:40
  purely
• 22:41
  on
• 22:41
  the
• 22:41
  number
• 22:41
  of
• 22:41
  people,
• 22:42
  which
• 22:42
  is
• 22:42
  what
• 22:42
  a
• 22:42
  lot
• 22:42
  of
• 22:42
  people
• 22:43
  do.
• 22:43
  I
• 22:43
  remember
• 22:43
  when
• 22:44
  I
• 22:44
  was,
• 22:44
  when
• 22:44
  I
• 22:44
  was
• 22:44
  a
• 22:45
  lot
• 22:45
  younger
• 22:45
  and
• 22:45
  we
• 22:45
  used
• 22:45
  to
• 22:46
  the,
• 22:46
  in
• 22:46
  the
• 22:46
  pharmaceutical
• 22:47
  market,
• 22:47
  we
• 22:47
  used
• 22:48
  to
• 22:48
  call
• 22:48
  it
• 22:48
  the
• 22:48
  armed
• 22:48
  Race.
• 22:49
  And
• 22:49
  it
• 22:49
  was
• 22:49
  just
• 22:49
  basically,
• 22:50
  um,
• 22:51
  you
• 22:51
  know,
• 22:52
  that
• 22:52
  our
• 22:52
  competitor
• 22:53
  company
• 22:53
  has
• 22:53
  taken
• 22:53
  on
• 22:54
  this
• 22:54
  many
• 22:54
  people,
• 22:54
  so
• 22:55
  we
• 22:55
  have
• 22:55
  to
• 22:55
  take
• 22:55
  on
• 22:55
  the
• 22:55
  same
• 22:56
  amount
• 22:56
  of
• 22:56
  people.
• 22:56
  'cause
• 22:56
  it's
• 22:56
  all
• 22:57
  about
• 22:57
  the
• 22:57
  number
• 22:58
  of
• 22:58
  people
• 22:58
  out
• 22:58
  there.
• 22:59
  And
• 22:59
  I
• 22:59
  think
• 22:59
  that
• 22:59
  the
• 23:00
  same
• 23:00
  thing
• 23:01
  in,
• 23:01
  in,
• 23:01
  in
• 23:02
  the
• 23:02
  business
• 23:02
  world,
• 23:02
  that's
• 23:02
  the
• 23:02
  sales
• 23:03
  world,
• 23:03
  but
• 23:03
  just
• 23:03
  in
• 23:03
  the
• 23:03
  pure
• 23:03
  business
• 23:04
  world,
• 23:04
  people
• 23:04
  think,
• 23:04
  ah,
• 23:05
  the
• 23:05
  bigger
• 23:05
  the
• 23:05
  company,
• 23:06
  the
• 23:06
  more.
• 23:07
  Effective
• 23:08
  and
• 23:08
  the
• 23:08
  more
• 23:09
  successful
• 23:09
  I
• 23:10
  am.
• 23:10
  And
• 23:10
  I've
• 23:10
  always
• 23:11
  taken
• 23:11
  the
• 23:11
  view,
• 23:11
  well
• 23:11
  actually
• 23:12
  it's
• 23:12
  all
• 23:12
  about
• 23:12
  profitability.
• 23:13
  And
• 23:14
  if
• 23:14
  I
• 23:14
  can
• 23:14
  build
• 23:14
  a
• 23:14
  lean
• 23:14
  company
• 23:15
  and
• 23:15
  get
• 23:15
  the
• 23:15
  same
• 23:16
  level
• 23:16
  of
• 23:16
  turnover,
• 23:17
  then
• 23:17
  my
• 23:17
  profitability
• 23:18
  is
• 23:18
  significantly
• 23:19
  higher.
• 23:19
  And
• 23:19
  that's
• 23:20
  all
• 23:20
  I'm
• 23:20
  interested
• 23:20
  in.
• 23:21
  I'm
• 23:21
  not
• 23:21
  interested
• 23:21
  in
• 23:21
  outwardly
• 23:22
  everyone
• 23:22
  going,
• 23:22
  oh
• 23:23
  look,
• 23:23
  you've
• 23:23
  got
• 23:23
  millions
• 23:24
  of
• 23:24
  people
• 23:24
  working
• 23:24
  for
• 23:25
  him.
• 23:25
  Yeah,
• 23:25
  but
• 23:25
  how
• 23:25
  profitable
• 23:25
  am
• 23:26
  I
• 23:26
  at?
• 23:26
  I'd
• 23:26
  rather
• 23:26
  have
• 23:26
  five
• 23:27
  people
• 23:27
  working
• 23:27
  for
• 23:27
  me,
• 23:28
  and
• 23:28
  I'm
• 23:28
  superbly
• 23:28
  profitable.
• 23:29
  And
• 23:29
  I,
• 23:30
  and
• 23:30
  I'm
• 23:30
  good.
• 23:30
  So,
• 23:31
  so
• 23:31
  it's
• 23:31
  an
• 23:32
  interesting
• 23:32
  question.
• 23:32
  So,
• 23:32
  so
• 23:33
  what
• 23:33
  sort
• 23:34
  of
• 23:34
  mindset
• 23:35
  shift.
• 23:36
  Do
• 23:36
  you
• 23:36
  think
• 23:36
  a
• 23:36
  clinician
• 23:37
  specifically
• 23:38
  needs
• 23:38
  to
• 23:38
  make
• 23:39
  so
• 23:39
  that
• 23:39
  they
• 23:39
  can
• 23:40
  move
• 23:40
  from
• 23:40
  being
• 23:41
  the
• 23:41
  expert
• 23:41
  in
• 23:41
  the
• 23:41
  room
• 23:41
  and
• 23:42
  running
• 23:42
  everything
• 23:43
  to
• 23:43
  building
• 23:43
  a
• 23:43
  business
• 23:44
  that
• 23:44
  scales
• 23:44
  without
• 23:45
  them?
• 23:45
  To
• 23:45
  an
• 23:45
  extent.
• 23:46
  I
• 23:46
  think
• 23:46
  they
• 23:46
  have
• 23:47
  to
• 23:47
  be
• 23:47
  comfortable
• 23:48
  delegating
• 23:49
  because
• 23:50
  if
• 23:50
  somebody
• 23:50
  does
• 23:51
  everything
• 23:51
  themselves,
• 23:52
  I
• 23:52
  mean,
• 23:52
  think
• 23:52
  about
• 23:52
  this,
• 23:53
  we
• 23:53
  all
• 23:53
  think
• 23:53
  we're
• 23:54
  the
• 23:54
  best
• 23:54
  at
• 23:54
  everything.
• 23:55
  I
• 23:55
  mean,
• 23:55
  not
• 23:55
  everybody,
• 23:56
  but
• 23:57
  when
• 23:57
  you
• 23:58
  really
• 23:58
  start
• 23:58
  growing
• 23:59
  your
• 23:59
  business
• 23:59
  and
• 23:59
  what
• 23:59
  we
• 24:00
  have
• 24:00
  found
• 24:00
  through
• 24:00
  the
• 24:01
  years,
• 24:01
  I
• 24:01
  started
• 24:01
  business
• 24:02
  back
• 24:02
  in
• 24:02
  2004,
• 24:03
  just,
• 24:04
  you
• 24:04
  know,
• 24:04
  you
• 24:04
  started,
• 24:04
  you've
• 24:04
  been
• 24:05
  in
• 24:05
  business
• 24:05
  a
• 24:05
  long
• 24:05
  time,
• 24:05
  and
• 24:06
  what
• 24:06
  we
• 24:06
  have
• 24:06
  seen
• 24:06
  and
• 24:07
  what
• 24:07
  we
• 24:07
  have
• 24:07
  found
• 24:07
  is
• 24:08
  once
• 24:09
  we
• 24:09
  all
• 24:09
  start
• 24:10
  delegating
• 24:11
  and
• 24:11
  opening
• 24:11
  our
• 24:11
  minds
• 24:12
  business,
• 24:13
  it's
• 24:13
  very
• 24:13
  weird,
• 24:14
  but
• 24:14
  it
• 24:14
  starts
• 24:14
  growing
• 24:15
  and
• 24:15
  it
• 24:15
  starts
• 24:16
  compounding
• 24:17
  on
• 24:17
  top
• 24:17
  of
• 24:17
  each
• 24:17
  other.
• 24:18
  Yeah,
• 24:18
  no,
• 24:18
  exactly.
• 24:19
  When
• 24:19
  you.
• 24:19
  Go
• 24:20
  into
• 24:20
  businesses,
• 24:21
  uh,
• 24:22
  obviously
• 24:23
  healthcare
• 24:23
  business
• 24:23
  obviously
• 24:23
  can,
• 24:24
  can
• 24:24
  you
• 24:24
  tell
• 24:25
  immediately
• 24:25
  whether
• 24:25
  that
• 24:26
  business
• 24:26
  is
• 24:26
  ready
• 24:26
  to
• 24:26
  scale
• 24:27
  on
• 24:27
  or
• 24:27
  not
• 24:28
  based
• 24:28
  on
• 24:29
  the
• 24:29
  structure,
• 24:30
  the
• 24:30
  operational
• 24:31
  challenges
• 24:31
  they're
• 24:32
  having?
• 24:32
  Well,
• 24:32
  it's
• 24:33
  interesting.
• 24:33
  It
• 24:33
  all
• 24:33
  has
• 24:33
  to
• 24:34
  do
• 24:34
  with
• 24:34
  the
• 24:34
  leader
• 24:34
  because
• 24:35
  if
• 24:35
  the
• 24:35
  leader
• 24:35
  answers
• 24:36
  certain
• 24:36
  questions
• 24:37
  and,
• 24:37
  and
• 24:37
  you
• 24:37
  look
• 24:38
  at
• 24:38
  the
• 24:38
  tasks
• 24:38
  that
• 24:38
  they're
• 24:39
  doing.
• 24:39
  If
• 24:39
  they're
• 24:40
  doing
• 24:40
  everything
• 24:41
  from
• 24:41
  start
• 24:41
  to
• 24:41
  finish,
• 24:42
  it's
• 24:42
  gonna
• 24:42
  take
• 24:43
  them
• 24:43
  a,
• 24:43
  it's
• 24:43
  gonna,
• 24:44
  it's
• 24:44
  gonna
• 24:44
  take
• 24:44
  a
• 24:44
  little
• 24:45
  while.
• 24:45
  They're
• 24:45
  gonna
• 24:45
  have
• 24:45
  to
• 24:45
  go
• 24:46
  through
• 24:46
  a
• 24:46
  mindset
• 24:47
  shift
• 24:47
  to
• 24:47
  start
• 24:48
  delegating.
• 24:49
  So
• 24:49
  at
• 24:49
  the
• 24:49
  beginning,
• 24:50
  you
• 24:50
  know,
• 24:50
  but
• 24:51
  you
• 24:51
  know,
• 24:51
  once
• 24:51
  you
• 24:52
  start
• 24:52
  talking
• 24:52
  and
• 24:52
  coaching
• 24:53
  and
• 24:53
  just
• 24:54
  telling
• 24:54
  stories
• 24:54
  and
• 24:55
  talking
• 24:55
  about
• 24:55
  other
• 24:56
  practices,
• 24:56
  et
• 24:57
  cetera,
• 24:57
  you'll
• 24:57
  hope
• 24:58
  they
• 24:58
  start
• 24:58
  opening
• 24:59
  their
• 24:59
  minds
• 24:59
  and
• 24:59
  then
• 24:59
  that's
• 24:59
  when
• 25:00
  they
• 25:00
  start
• 25:00
  changing.
• 25:00
  Yeah,
• 25:01
  no,
• 25:01
  that
• 25:01
  makes
• 25:01
  perfect
• 25:02
  sense.
• 25:02
  Um,
• 25:03
  and
• 25:03
  then,
• 25:04
  um,
• 25:05
  if.
• 25:06
  You're
• 25:07
  speaking
• 25:07
  directly
• 25:07
  to
• 25:07
  the
• 25:08
  listeners.
• 25:08
  If
• 25:08
  a
• 25:08
  clinician
• 25:09
  founders
• 25:09
  on
• 25:10
  listening
• 25:10
  to
• 25:10
  this,
• 25:11
  what
• 25:11
  advice
• 25:11
  would
• 25:12
  you
• 25:12
  give
• 25:12
  them
• 25:13
  if
• 25:13
  they
• 25:13
  wanted
• 25:13
  to
• 25:13
  free
• 25:14
  up
• 25:14
  10
• 25:14
  hours
• 25:14
  a
• 25:14
  week
• 25:15
  within
• 25:15
  the
• 25:15
  next
• 25:15
  30
• 25:16
  days?
• 25:17
  Where
• 25:17
  should
• 25:17
  they
• 25:17
  start?
• 25:18
  Yeah,
• 25:18
  I
• 25:18
  would,
• 25:19
  I
• 25:19
  would
• 25:19
  take
• 25:19
  your
• 25:19
  phone.
• 25:20
  So
• 25:20
  we
• 25:20
  all
• 25:20
  have
• 25:20
  phones.
• 25:21
  I
• 25:21
  would
• 25:21
  look
• 25:21
  at
• 25:22
  my
• 25:22
  calendar
• 25:23
  and
• 25:23
  I
• 25:23
  would
• 25:23
  see
• 25:23
  exactly
• 25:24
  what
• 25:24
  I'm
• 25:24
  doing
• 25:24
  every
• 25:25
  single
• 25:25
  day
• 25:26
  and
• 25:26
  break
• 25:26
  down
• 25:27
  income
• 25:27
  producing
• 25:28
  tasks
• 25:29
  to
• 25:29
  non-income
• 25:29
  producing
• 25:30
  tasks.
• 25:31
  Yeah.
• 25:31
  It's
• 25:31
  the
• 25:31
  same
• 25:31
  thing
• 25:32
  when
• 25:32
  we
• 25:32
  grew
• 25:32
  up,
• 25:32
  right?
• 25:32
  My
• 25:32
  father
• 25:33
  taught
• 25:33
  me
• 25:33
  that
• 25:33
  you
• 25:33
  do
• 25:34
  a
• 25:34
  T
• 25:34
  and
• 25:34
  you
• 25:34
  put,
• 25:35
  you
• 25:35
  know,
• 25:35
  you
• 25:35
  put
• 25:36
  the
• 25:36
  positives
• 25:36
  and
• 25:36
  negatives,
• 25:37
  so
• 25:37
  it's
• 25:37
  the
• 25:38
  same
• 25:38
  exact
• 25:38
  thing.
• 25:38
  Put
• 25:39
  income
• 25:39
  producing
• 25:39
  tasks
• 25:40
  and
• 25:40
  non-income
• 25:40
  producing
• 25:41
  tasks,
• 25:41
  and
• 25:42
  those
• 25:42
  are
• 25:42
  the.
• 25:42
  Non-income
• 25:43
  producing
• 25:43
  tasks
• 25:44
  you
• 25:44
  could
• 25:44
  typically
• 25:45
  outsource
• 25:46
  to
• 25:46
  somebody
• 25:46
  else.
• 25:47
  So
• 25:47
  that's
• 25:47
  how
• 25:47
  I
• 25:47
  would
• 25:47
  get
• 25:47
  started.
• 25:48
  Yeah,
• 25:48
  no,
• 25:48
  I
• 25:48
  think
• 25:49
  that's
• 25:49
  really,
• 25:49
  really
• 25:49
  good
• 25:49
  advice.
• 25:51
  Something
• 25:51
  that
• 25:51
  I
• 25:51
  think
• 25:51
  people
• 25:52
  will
• 25:52
  find
• 25:53
  very
• 25:53
  beneficial.
• 25:54
  So
• 25:54
  if
• 25:54
  you,
• 25:54
  if
• 25:55
  you
• 25:55
  had
• 25:55
  to
• 25:55
  give
• 25:55
  some
• 25:56
  advice
• 25:56
  to
• 25:56
  people
• 25:57
  or
• 25:58
  like
• 25:58
  almost
• 25:58
  like
• 25:59
  a
• 25:59
  1,
• 25:59
  2,
• 25:59
  3
• 26:00
  step
• 26:00
  guide
• 26:00
  in
• 26:01
  terms
• 26:01
  of
• 26:01
  people
• 26:01
  listening
• 26:02
  to
• 26:02
  this
• 26:02
  thinking,
• 26:02
  actually,
• 26:03
  this
• 26:03
  is
• 26:03
  brilliant.
• 26:04
  I
• 26:04
  need
• 26:04
  a
• 26:04
  virtual
• 26:04
  assistant.
• 26:05
  I've
• 26:05
  never
• 26:05
  even
• 26:05
  heard
• 26:05
  of
• 26:05
  those
• 26:06
  before.
• 26:06
  What
• 26:07
  would
• 26:07
  be
• 26:07
  the
• 26:07
  next
• 26:07
  step?
• 26:08
  I
• 26:08
  would
• 26:08
  start
• 26:08
  looking
• 26:09
  at
• 26:09
  what
• 26:09
  are
• 26:09
  your
• 26:09
  bottlenecks
• 26:10
  in
• 26:10
  your
• 26:10
  business,
• 26:11
  because
• 26:11
  we
• 26:11
  all
• 26:11
  have
• 26:12
  'em.
• 26:12
  And
• 26:12
  then
• 26:13
  I
• 26:13
  would
• 26:13
  start
• 26:13
  looking
• 26:13
  at
• 26:14
  the
• 26:14
  tasks
• 26:14
  that
• 26:14
  are
• 26:15
  attached
• 26:15
  to
• 26:15
  those
• 26:15
  bottlenecks,
• 26:16
  and
• 26:16
  I
• 26:16
  would
• 26:17
  almost
• 26:17
  put
• 26:17
  a
• 26:17
  value
• 26:18
  on
• 26:18
  each
• 26:19
  one
• 26:19
  of
• 26:19
  them.
• 26:19
  So
• 26:20
  if
• 26:20
  you
• 26:20
  understand
• 26:20
  those
• 26:20
  bottlenecks,
• 26:21
  you
• 26:21
  understand
• 26:21
  the
• 26:21
  tasks.
• 26:22
  There's
• 26:23
  a
• 26:23
  value
• 26:23
  or
• 26:24
  a
• 26:24
  lost
• 26:24
  cost
• 26:25
  value
• 26:25
  that's
• 26:25
  attached
• 26:26
  to
• 26:26
  every
• 26:26
  single
• 26:27
  one
• 26:27
  of
• 26:27
  them.
• 26:27
  Because
• 26:28
  like
• 26:28
  you
• 26:28
  said,
• 26:28
  if
• 26:28
  you
• 26:28
  have
• 26:29
  a
• 26:29
  clinician
• 26:29
  doing
• 26:30
  non-income
• 26:30
  producing
• 26:31
  tasks,
• 26:31
  they're
• 26:32
  losing
• 26:32
  X
• 26:32
  amount
• 26:33
  of
• 26:33
  potential
• 26:34
  revenue
• 26:34
  that
• 26:34
  is
• 26:35
  sitting
• 26:35
  right
• 26:35
  in
• 26:35
  front
• 26:36
  of
• 26:36
  them.
• 26:36
  And
• 26:36
  I
• 26:36
  think
• 26:36
  that's
• 26:37
  very,
• 26:37
  very
• 26:37
  important.
• 26:38
  You
• 26:38
  know,
• 26:38
  I
• 26:38
  stood,
• 26:39
  I
• 26:39
  made
• 26:39
  that
• 26:40
  mistake
• 26:40
  when
• 26:40
  I
• 26:40
  first
• 26:40
  started
• 26:41
  business,
• 26:41
  you
• 26:41
  know,
• 26:42
  20
• 26:42
  years
• 26:42
  ago.
• 26:43
  You
• 26:44
  try
• 26:44
  to
• 26:44
  do
• 26:44
  better
• 26:44
  every
• 26:45
  single
• 26:45
  day,
• 26:45
  but
• 26:46
  it's,
• 26:46
  you
• 26:46
  know,
• 26:46
  when
• 26:47
  we
• 26:47
  have
• 26:47
  conversations
• 26:48
  like
• 26:48
  this,
• 26:48
  that
• 26:48
  kind
• 26:48
  of
• 26:48
  opens
• 26:49
  our
• 26:49
  minds.
• 26:49
  Yeah,
• 26:50
  no,
• 26:50
  I,
• 26:50
  I,
• 26:50
  I
• 26:50
  think
• 26:50
  that's,
• 26:51
  that's
• 26:51
  key.
• 26:52
  So,
• 26:52
  so
• 26:52
  if
• 26:52
  there
• 26:52
  was
• 26:53
  one
• 26:53
  takeaway.
• 26:54
  That
• 26:55
  you
• 26:55
  would
• 26:55
  want
• 26:56
  my
• 26:56
  listeners
• 26:57
  to
• 26:57
  take
• 26:57
  from
• 26:57
  this
• 26:58
  conversation?
• 26:59
  What
• 26:59
  would
• 26:59
  it
• 26:59
  be?
• 26:59
  I
• 27:00
  would
• 27:00
  go
• 27:00
  back
• 27:00
  to
• 27:01
  the
• 27:01
  word
• 27:02
  delegation
• 27:03
  and
• 27:03
  being
• 27:03
  comfortable
• 27:04
  with
• 27:05
  delegating.
• 27:05
  Because
• 27:06
  that's
• 27:06
  the
• 27:06
  only
• 27:06
  way
• 27:07
  that
• 27:07
  if
• 27:08
  you're
• 27:08
  looking
• 27:08
  to
• 27:08
  grow,
• 27:08
  that's
• 27:09
  the
• 27:09
  only
• 27:09
  way
• 27:09
  you
• 27:10
  could
• 27:10
  grow
• 27:10
  is
• 27:11
  by
• 27:11
  opening
• 27:11
  your
• 27:11
  mind
• 27:12
  on
• 27:12
  the
• 27:12
  delegation
• 27:13
  side.
• 27:13
  'cause
• 27:14
  we
• 27:14
  can't
• 27:14
  do
• 27:14
  everything.
• 27:15
  If
• 27:15
  we
• 27:15
  do
• 27:15
  everything,
• 27:16
  we're
• 27:16
  gonna
• 27:16
  stay
• 27:16
  stagnant
• 27:17
  and
• 27:17
  we're
• 27:17
  not
• 27:17
  gonna
• 27:17
  grow.
• 27:18
  Yeah,
• 27:18
  I
• 27:18
  think
• 27:19
  that's,
• 27:19
  I
• 27:19
  think
• 27:19
  that's
• 27:20
  a
• 27:20
  really
• 27:20
  important,
• 27:21
  uh.
• 27:22
  Place
• 27:23
  to
• 27:23
  wrap
• 27:23
  up
• 27:23
  actually,
• 27:24
  because
• 27:24
  that,
• 27:24
  that
• 27:24
  to
• 27:24
  me
• 27:24
  is
• 27:25
  the
• 27:25
  takeaway.
• 27:26
  Uh,
• 27:26
  'cause
• 27:26
  lots
• 27:26
  of
• 27:27
  businesses,
• 27:28
  if
• 27:28
  they
• 27:28
  fail,
• 27:29
  they
• 27:29
  don't
• 27:29
  fail
• 27:29
  because
• 27:29
  of
• 27:29
  lack
• 27:30
  of
• 27:30
  ambition.
• 27:30
  It
• 27:31
  fails
• 27:31
  because
• 27:32
  the
• 27:32
  business
• 27:32
  has
• 27:32
  a
• 27:32
  lot
• 27:32
  of
• 27:32
  Com
• 27:33
  complexity
• 27:34
  and
• 27:34
  that
• 27:35
  founder
• 27:35
  and
• 27:35
  his
• 27:36
  team
• 27:36
  can't
• 27:36
  absorb
• 27:37
  that
• 27:37
  complexity
• 27:38
  and
• 27:38
  they
• 27:38
  haven't
• 27:38
  actually
• 27:38
  looked
• 27:39
  externally
• 27:40
  to
• 27:40
  see
• 27:40
  whether
• 27:41
  that's
• 27:41
  something
• 27:41
  they
• 27:42
  can,
• 27:42
  that,
• 27:43
  that
• 27:43
  they
• 27:43
  can
• 27:43
  actually
• 27:44
  get
• 27:44
  people
• 27:44
  outside
• 27:45
  of
• 27:45
  the
• 27:45
  business
• 27:46
  to
• 27:46
  do
• 27:46
  at
• 27:46
  a
• 27:46
  cost
• 27:47
  effective
• 27:47
  rate,
• 27:48
  which
• 27:48
  I
• 27:48
  think
• 27:48
  is,
• 27:48
  is
• 27:48
  one
• 27:49
  of
• 27:49
  the
• 27:49
  key
• 27:50
  benefits
• 27:51
  of.
• 27:52
  Virtual
• 27:53
  assistance
• 27:53
  and
• 27:53
  outsourcing.
• 27:54
  So,
• 27:54
  you
• 27:54
  know,
• 27:55
  my,
• 27:55
  my,
• 27:55
  my,
• 27:55
  I
• 27:55
  plead
• 27:56
  to
• 27:56
  anybody,
• 27:56
  listen
• 27:57
  this,
• 27:57
  if
• 27:57
  you're
• 27:57
  a
• 27:57
  clinical
• 27:58
  clinician
• 27:58
  founder,
• 27:58
  which
• 27:59
  I
• 27:59
  know
• 27:59
  you
• 27:59
  are,
• 27:59
  you're
• 27:59
  listen
• 28:00
  and
• 28:00
  you're
• 28:00
  serious
• 28:00
  about
• 28:00
  scaling
• 28:01
  and
• 28:01
  about
• 28:01
  go
• 28:01
  to
• 28:02
  market
• 28:02
  execution
• 28:03
  and
• 28:03
  actually
• 28:03
  obviously
• 28:03
  your
• 28:04
  international
• 28:04
  growth
• 28:04
  of
• 28:04
  the
• 28:04
  world,
• 28:05
  the
• 28:05
  question
• 28:05
  question
• 28:06
  really
• 28:06
  isn't
• 28:06
  about
• 28:07
  whether
• 28:07
  your
• 28:07
  product
• 28:07
  works,
• 28:08
  is
• 28:08
  it,
• 28:08
  is
• 28:08
  whether
• 28:08
  your
• 28:09
  operating
• 28:09
  model
• 28:10
  actually
• 28:10
  works.
• 28:11
  Um,
• 28:11
  so.
• 28:12
  Thanks,
• 28:12
  Bob.
• 28:13
  That's
• 28:13
  been
• 28:13
  illuminating.
• 28:14
  I'm
• 28:14
  hoping
• 28:14
  that
• 28:15
  now
• 28:15
  people
• 28:15
  are
• 28:15
  gonna
• 28:15
  be
• 28:16
  inundating
• 28:16
  us
• 28:17
  with
• 28:17
  calls
• 28:17
  about,
• 28:17
  oh,
• 28:17
  virtual
• 28:18
  assistants.
• 28:19
  Um,
• 28:19
  and
• 28:20
  actually
• 28:20
  apps
• 28:20
  start
• 28:20
  to
• 28:20
  outsource,
• 28:21
  um,
• 28:22
  those
• 28:23
  non-income
• 28:23
  generating
• 28:24
  tasks
• 28:24
  as
• 28:24
  you've
• 28:24
  just
• 28:25
  mentioned.
• 28:26
  Yeah,
• 28:26
  and,
• 28:26
  and
• 28:26
  I
• 28:27
  just
• 28:27
  wanna
• 28:27
  add,
• 28:27
  add
• 28:27
  to
• 28:27
  that.
• 28:28
  I
• 28:28
  think
• 28:28
  it's
• 28:28
  very,
• 28:28
  very
• 28:28
  important
• 28:29
  because
• 28:29
  a
• 28:29
  lot
• 28:29
  of
• 28:30
  US
• 28:30
  founders,
• 28:31
  everyone
• 28:31
  goes
• 28:31
  to
• 28:31
  us
• 28:32
  with
• 28:32
  every
• 28:32
  single
• 28:33
  challenge
• 28:33
  and
• 28:33
  every
• 28:33
  single
• 28:34
  problem.
• 28:34
  So
• 28:35
  the
• 28:35
  delegation
• 28:36
  side's
• 28:36
  really,
• 28:36
  really
• 28:36
  important.
• 28:37
  'cause
• 28:37
  if
• 28:37
  you
• 28:37
  are
• 28:37
  getting
• 28:38
  inundated,
• 28:38
  your
• 28:38
  in
• 28:38
  inbox
• 28:39
  is
• 28:39
  getting
• 28:39
  inundated
• 28:40
  all
• 28:40
  day
• 28:40
  long.
• 28:41
  Your
• 28:41
  phone,
• 28:42
  your
• 28:42
  text
• 28:42
  messages,
• 28:43
  your
• 28:43
  phone
• 28:43
  calls,
• 28:44
  your
• 28:44
  inbox,
• 28:45
  you
• 28:45
  cannot
• 28:45
  grow.
• 28:46
  I
• 28:46
  think
• 28:46
  it's
• 28:46
  very,
• 28:46
  very
• 28:47
  important,
• 28:47
  whether
• 28:47
  it's
• 28:47
  someone
• 28:48
  in
• 28:48
  office
• 28:48
  or
• 28:49
  out
• 28:49
  of
• 28:49
  office
• 28:49
  remotely
• 28:50
  with
• 28:50
  a
• 28:50
  virtual
• 28:51
  assistant,
• 28:51
  you
• 28:51
  need
• 28:52
  a
• 28:52
  second
• 28:52
  person
• 28:53
  or
• 28:53
  a
• 28:53
  third
• 28:53
  person
• 28:54
  that
• 28:54
  helps
• 28:54
  with
• 28:55
  all
• 28:55
  of
• 28:55
  those
• 28:55
  other
• 28:55
  tasks
• 28:56
  for
• 28:56
  you.
• 28:56
  Yeah.
• 28:57
  No.
• 28:57
  1%.
• 28:57
  100%.
• 28:58
  I
• 28:58
  think
• 28:58
  that's
• 28:58
  a,
• 28:59
  that's
• 28:59
  a
• 28:59
  great
• 29:00
  closing
• 29:00
  message.
• 29:01
  Don't
• 29:01
  try
• 29:01
  and
• 29:02
  do
• 29:02
  everything
• 29:02
  yourself,
• 29:03
  delegate
• 29:03
  and
• 29:03
  get
• 29:04
  support.
• 29:04
  Yep.
• 29:05
  That's
• 29:05
  it.
• 29:05
  I
• 29:05
  appreciate
• 29:06
  it.
• 29:06
  No,
• 29:06
  I
• 29:06
  really
• 29:07
  appreciate
• 29:07
  it.
• 29:07
  It's
• 29:07
  been
• 29:07
  illuminating.
• 29:08
  Thank
• 29:08
  you
• 29:08
  very
• 29:08
  much.
• 29:09
  Awesome.
• 29:10
  Thanks
• 29:10
  for
• 29:10
  having
• 29:10
  me,
• 29:10
  Hakeem.
• 29:11
  Appreciate
• 29:11
  it.
• 29:11
  So
• 29:12
  if
• 29:12
  you're
• 29:12
  trying
• 29:12
  to
• 29:12
  scale
• 29:13
  a
• 29:13
  MedTech
• 29:13
  business,
• 29:14
  the
• 29:14
  question
• 29:15
  isn't
• 29:15
  just
• 29:16
  does
• 29:17
  my
• 29:17
  product
• 29:17
  work?
• 29:18
  It's
• 29:18
  does
• 29:18
  my
• 29:19
  operating
• 29:19
  model
• 29:19
  work
• 29:20
  without
• 29:20
  me
• 29:20
  doing
• 29:21
  everything?
• 29:22
  Because
• 29:22
  if
• 29:22
  your
• 29:22
  calendar
• 29:23
  is
• 29:23
  full
• 29:23
  of
• 29:23
  non-income
• 29:24
  tasks,
• 29:25
  you're
• 29:25
  not
• 29:25
  scaling,
• 29:26
  you're
• 29:26
  just
• 29:26
  surviving
• 29:27
  loudly.
• 29:27
  So
• 29:28
  your
• 29:28
  next
• 29:28
  step
• 29:28
  is
• 29:28
  very
• 29:29
  simple.
• 29:29
  Go
• 29:30
  to
• 29:30
  your
• 29:30
  calendar,
• 29:31
  split
• 29:31
  your
• 29:31
  week
• 29:32
  into
• 29:32
  income
• 29:33
  producing
• 29:33
  and
• 29:33
  non-income
• 29:34
  producing
• 29:34
  tasks.
• 29:35
  Then
• 29:35
  pick
• 29:36
  one
• 29:36
  bottleneck
• 29:37
  to
• 29:37
  fix
• 29:38
  in
• 29:38
  the
• 29:38
  next.
• 29:39
  30
• 29:39
  days,
• 29:40
  and
• 29:40
  if
• 29:40
  you're
• 29:40
  struggling
• 29:41
  to
• 29:41
  know
• 29:41
  the
• 29:41
  next
• 29:42
  steps
• 29:42
  to
• 29:43
  turn
• 29:43
  your
• 29:43
  working
• 29:43
  prototype
• 29:44
  or
• 29:44
  product
• 29:45
  into
• 29:45
  sales,
• 29:46
  then
• 29:46
  head
• 29:46
  over
• 29:46
  to
• 29:47
  the
• 29:47
  show
• 29:47
  note
• 29:47
  for
• 29:47
  my
• 29:47
  Export
• 29:48
  Redness
• 29:48
  diagnostic,
• 29:49
  which
• 29:49
  will
• 29:50
  audit
• 29:50
  what
• 29:50
  is
• 29:51
  stopping
• 29:51
  you
• 29:51
  from
• 29:51
  achieving
• 29:52
  that
• 29:52
  breakthrough,
• 29:53
  and
• 29:53
  give
• 29:53
  you
• 29:54
  a
• 29:54
  plan
• 29:54
  of
• 29:55
  the
• 29:55
  next
• 29:55
  steps
• 29:56
  you
• 29:56
  need
• 29:56
  to
• 29:56
  take
• 29:57
  to
• 29:57
  get
• 29:57
  your
• 29:57
  product
• 29:58
  to
• 29:58
  market
• 29:58
  in
• 29:59
  the
• 29:59
  next
• 29:59
  90
• 30:00
  days.
• 30:01
  Keep
• 30:01
  listening
• 30:02
  and
• 30:02
  keep
• 30:02
  growing.