# Liine > Schedule More New Patients with AI --- ## Pages - [Pricing](https://www.liine.com/pricing/): Liine Pricing Pricing is based on usage and is customized to each practice's needs. Additionally, all packages include the following:... - [Schedule A Demo](https://www.liine.com/schedule-a-demo/): See Liine in action See Liinein action Capture all calls, leads and online bookings Measure marketing effectiveness with Liine AI... - [Integrations](https://www.liine.com/integrations/): Featured Integrations Sync Liine's powerful data with your existing tech stack using our no-code integrations @media only screen and (max-width:... - [Platform](https://www.liine.com/platform/): Stop guessing. Start growing. Practice certainty in your healthcare marketing Get a Demo By the Numbers 20+ 4477053 100% Specialties... - [Homepage](https://www.liine.com/): The marketing hub for healthcare The marketinghub for healthcare Meet Liine, the AI-powered call tracking, marketing analytics and ad optimization... - [Terms of Service - NEW](https://www.liine.com/termsofservice/): Terms of Service 1. OVERVIEWWelcome to the family of services provided by Liine, Inc. (“Liine”). These Terms of Service and,... - [Schedule A Demo - Online Scheduling Integration](https://www.liine.com/demo-online-scheduling/): Capture the impact of every call, form and *online booking* Liine is an AI-powered marketing analytics and optimization platform for... - [Schedule A Demo - Google Ad Presentation](https://www.liine.com/liine-demo/): Optimize Google Ads for patient bookings Liine is an AI-powered marketing analytics and optimization platform for multisite healthcare, dental and... - [Cookie Policy](https://www.liine.com/cookie-policy/): /*! elementor - v3. 20. 0 - 26-03-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - New Messaging](https://www.liine.com/patient-acquisition/): /*! elementor - v3. 19. 0 - 28-02-2024 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Orthopedics Report](https://www.liine.com/healthcare-marketing-benchmark-report/orthopedics-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Oral and Maxillofacial Surgery Report](https://www.liine.com/healthcare-marketing-benchmark-report/oral-and-maxillofacial-surgery-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Ophthalmology Report](https://www.liine.com/healthcare-marketing-benchmark-report/ophthalmology-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Behavioral Health Report](https://www.liine.com/healthcare-marketing-benchmark-report/behavioral-health-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Dentistry Report](https://www.liine.com/healthcare-marketing-benchmark-report/dentistry-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Aesthetics Report](https://www.liine.com/healthcare-marketing-benchmark-report/aesthetics-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Marketing Benchmark Reports](https://www.liine.com/healthcare-marketing-benchmark-report/): /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor... - [Pricing - old](https://www.liine.com/our-pricing-old/): Get pricing Our all-inclusive pricing is based on call volume, making Liine affordable for practices of any size. Complimentary onboarding... - [Partners - NexHealth](https://www.liine.com/integrations-old/nexhealth/): /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Partners - NextPatient](https://www.liine.com/integrations-old/nextpatient/): /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Thank You - Subscription](https://www.liine.com/subscriber-thank-you/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Thank You - Demo Request](https://www.liine.com/demo-request-thank-you/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Schedule A Demo - Aesthetics](https://www.liine.com/schedule-your-demo/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - What Is Liine?](https://www.liine.com/what-is-liine/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - Lead Management](https://www.liine.com/lead-management-for-healthcare/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - HIPAA Compliant CRM](https://www.liine.com/hipaa-compliant-crm/): HIPAA-Compliant Marketing Analytics Automated lead capture, status tracking, and marketing attribution for 100% of your new patient phone calls, web... - [Landing Page - Call Tracking Dental](https://www.liine.com/dental-practice-call-tracking/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - Call Tracking](https://www.liine.com/healthcare-call-tracking/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Landing Page - HIPAA Compliant Analytics](https://www.liine.com/hipaa-compliant-marketing-analytics/): /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Integrations - old](https://www.liine.com/integrations-old/): Featured Integrations Connect Liine's powerful data with your existing technologies using our no-code integrations. @media only screen and (max-width: 2399px)... - [Terms of Service - OLD](https://www.liine.com/terms-of-service/): /*! elementor - v3. 23. 0 - 23-07-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Thank You - Contact Us](https://www.liine.com/contact-us-thank-you/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Schedule A Demo - old](https://www.liine.com/schedule-a-demo-old/): See Liine in action Convert more leads into new patients . cls-1{fill:none;stroke-linecap:round;stroke-linejoin:round;stroke-width:2. 39px;stroke:url(#linear-gradient);}. cls-2{fill:#6a3ce9;} Grow practice revenue Optimize the patient... - [Platform Old](https://www.liine.com/platform-old/): Power your patient acquisition funnel with Liine's artificial intelligence (No data entry required) GET A DEMO By the numbers Leads... - [Blog](https://www.liine.com/blog/): Blog & Media - [Homepage - old](https://www.liine.com/homepage-old/): Practice certainty Meet Liine, the AI-powered call recording and automation platform for growth-focused healthcare practices. X-ray vision for 100% of... - [zPrivacy Policy](https://www.liine.com/privacy-policy/): /*! elementor - v3. 20. 0 - 26-03-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... --- ## Posts - [Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency​](https://www.liine.com/abra-health-group-upgrades-to-liine-supercharges-google-ads-and-web-form-efficiency/): Case Study Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency Abra Health Group is a... - [UMP leverages Liine to scale Google Ads success](https://www.liine.com/ump-leverages-liine-to-scale-google-ads-success/): Case Study Transforming Google Ads from guesswork to a science: UMP grows monthly bookings by 82%, cuts cost per booking... - [Ep. 16 You need to know about Google's Local Service Ads, with Bill Fukui](https://www.liine.com/ep-16-you-need-to-know-about-googles-local-service-ads-with-bill-fukui/): Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 28-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 .... - [Ep. 15 Three shocking takeaways from our healthcare marketing benchmark report​](https://www.liine.com/ep-15-three-shocking-takeaways-from-our-healthcare-marketing-benchmark-report/): Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 07-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 .... - [How To Fix Common Lead Tracking Mistakes That Are Costing You Patients: Duplicate Leads](https://www.liine.com/how-to-fix-common-lead-tracking-mistakes-that-are-costing-you-patients-duplicate-leads/): /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 14 When to build a microsite for your practice​, with Joshua Lott-Suchanek​](https://www.liine.com/ep-14-when-to-build-a-microsite-for-your-practice-with-joshua-lott-suchanek/): Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 .... - [Ep. 13 How to establish accountability and provide feedback to phone staff​, with Bailey Daniel](https://www.liine.com/ep-13-how-to-establish-accountability-and-provide-feedback-to-phone-staff-with-bailey-daniel/): Be sure to subscribe for more episodes! /*! elementor - v3. 18. 0 - 08-12-2023 */ . elementor-widget-social-icons. elementor-grid-0 .... - [Ep. 12 What healthcare practices get wrong about phone training](https://www.liine.com/ep-12-what-healthcare-practices-get-wrong-about-phone-training/): /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [How To Fix Common Lead Tracking Mistakes That Are Costing You Patients: Incomplete Data​](https://www.liine.com/common-lead-tracking-mistakes-that-cost-you-patients-incomplete-data/): /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 11 Tying marketing attribution to lifetime patient value, with Keith Jensen](https://www.liine.com/ep-11-tying-marketing-attribution-to-lifetime-patient-value-with-keith-jensen/): /*! elementor - v3. 17. 0 - 01-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 10 How to handle the pricing question on new patient phone calls, with Dylan Kemna of Opticall](https://www.liine.com/how-to-handle-the-pricing-question-on-new-patient-phone-calls-with-dylan-kemna-of-opticall/): /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 9 Hiring the right people - and keeping them, with Judy Kozlicki of Skytale Group​](https://www.liine.com/ep-9-hiring-the-right-people-and-keeping-them-with-judy-kozlicki-of-skytale-group/): /*! elementor - v3. 16. 0 - 09-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 8 Constructing effective lead management operations, with Dallas Logan of ClearSight](https://www.liine.com/ep-8-constructing-effective-lead-management-operations-with-dallas-logan-of-clearsight/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 7 The leadership organization's perspective on marketing collaboration, with Emily Rose of Lightwave](https://www.liine.com/ep-7-the-leadership-organizations-perspective-on-marketing-collaboration-with-emily-rose-of-lightwave/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 6 Is private equity right for your healthcare practice? With Danny Ketola of Flagship Specialty Partners](https://www.liine.com/ep-6-is-private-equity-right-for-your-healthcare-practice-with-danny-ketola-of-flagship-specialty-partners/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [How To Track HIPAA-Compliant Marketing Analytics](https://www.liine.com/how-to-track-hipaa-compliant-marketing-analytics/): If you’re reading this, it’s probably because you are aware that most website tracking technology for advertising and analytics are... - [Ep. 5 Growing your healthcare practice with a rewards program, with Chris Chomenko of RepeatMD​](https://www.liine.com/ep-5-growing-your-healthcare-practice-with-a-rewards-program-with-chris-chemenko-of-repeatmd/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [How to measure new patient conversion rates for your healthcare practice](https://www.liine.com/how-to-measure-new-patient-conversion-rates-for-your-healthcare-practice/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 4 Maximizing revenue per patient, with Terri Ross of APX Powered by Engage](https://www.liine.com/ep-4-maximizing-revenue-per-patient-with-terri-ross-of-apx-powered-by-engage/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 3 Optimizing the patient consult, with Nick Tvrdik of Aria Integrative Health](https://www.liine.com/ep-3-optimizing-the-patient-consult-with-nick-tvrdik-of-aria-integrative-health/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 2 Converting More Patient Leads Into Consults](https://www.liine.com/ep-2-converting-more-patient-leads-into-consults/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Ep. 1 How To Get More Leads For Your Healthcare Practice, with Alex Membrillo of Cardinal Digital Marketing](https://www.liine.com/ep-1-how-to-get-more-leads-for-your-healthcare-practice-with-alex-membrillo-of-cardinal-digital-marketing/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [10 AI Tools For Healthcare Practices](https://www.liine.com/10-ai-tools-for-healthcare-practices/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Researching CRMs for your healthcare practice? Beware these 5 pitfalls.](https://www.liine.com/researching-crms-for-your-healthcare-practice-beware-these-5-pitfalls/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [How To Get 3x More Patients From Web Forms With Just One Change​](https://www.liine.com/how-to-get-3x-more-patients-from-web-forms-with-just-one-change/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [There are only 3 ways to increase new patient revenue, and you’re ignoring one.](https://www.liine.com/there-are-only-3-ways-to-increase-new-patient-revenue-and-youre-ignoring-one/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [What is healthcare “Lead Management?” Why is it so important? ​](https://www.liine.com/what-is-healthcare-lead-management-why-is-it-so-important/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... - [Liine Raises $3M To Scale AI-Powered Patient Acquisition Platform](https://www.liine.com/liine-raises-3m-to-scale-ai-powered-patient-acquisition-platform/): /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading .... --- ## Floating Elements - [New Case Study](https://www.liine.com/e-floating-buttons/new-case-study/): New Case Study: Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency Case Study --- ## My Templates - [platform_copy_templaet](https://www.liine.com/?elementor_library=platform_copy_templaet): Power your patient acquisition funnel with Liine's artificial intelligence (No data entry required) GET A DEMO By the numbers Leads... - [Tabs - Private Equity Rollups - NEW](https://www.liine.com/?elementor_library=tabs-private-equity-rollups-new): Private Equity Rollups Standardize new patient acquisition efforts across all speciality healthcare and dental portfolio companies Drasitcally improve paid acquisition... - [Tabs - Multisite Practices - NEW](https://www.liine.com/?elementor_library=tabs-independent-practices-new): Multisite Practices Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full... - [Tabs - Marketing Agencies - NEW](https://www.liine.com/?elementor_library=tabs-marketing-agencies-new): Marketing Agencies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients’ PPC goals by... - [Bottom of Page Benchmarks Form Section](https://www.liine.com/?elementor_library=bottom-of-page-subscribe-form-section): /*! 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Additionally, all packages include the following: White-glove onboarding with no implementation fee Unlimited users and support 100% HIPAA compliance with Business Associate Agreement Automated marketing analytics Google Ads integration Web form lead management Dedicated customer success manager Request a Custom Quote This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. --- ### Schedule A Demo - Published: 2025-01-31 - Modified: 2025-02-03 - URL: https://www.liine.com/schedule-a-demo/ See Liine in action See Liinein action Capture all calls, leads and online bookings Measure marketing effectiveness with Liine AI Auto-optimize Google Ads campaigns Maximize conversion rates with faster follow-up Track revenue impact with EHR/PMS integrations Book A Free Demo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. --- ### Integrations - Published: 2025-01-31 - Modified: 2025-02-20 - URL: https://www.liine.com/integrations/ Featured Integrations Sync Liine's powerful data with your existing tech stack using our no-code integrations @media only screen and (max-width: 2399px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 16. 6666666667%; } }@media only screen and (max-width: 1024px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 33. 3333333333%; } }@media only screen and (max-width: 767px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 50%; } } AllOnline SchedulingEHR/PMSMarketing ToolsPhone SystemsCRMAd Platforms Promptly Flex Zoc Doc Tab32 NextPatient Rooster Grin Luma Health Nexhealth Birdeye Clearwave Axle Keona Health Weave RingCentral Nextiva GoTo 8x8 Sangoma Mango Vonage Ooma 3CX Google Analytics JotForm Gravity Forms Mailchimp Constant Contact MixPanel ClickUp funnel. io HighLevel Keap Google Sheets Salesforce Hubspot MD Prospects Google Ads Meta Ads Bing Ads Coming Soon! Other Integrations Liine integrates with almost any VoIP phone system. Also, if your preferred technology is not listed, please let us know. We are always adding more! Get A Demo --- ### Platform - Published: 2025-01-23 - Modified: 2025-02-11 - URL: https://www.liine.com/platform/ Stop guessing. Start growing. Practice certainty in your healthcare marketing Get a Demo By the Numbers 20+ 4477053 100% Specialties ServedLeads CapturedHealthcare Customers By the Numbers 20+ Specialties Served 4477053 Leads Captured 100% Healthcare Customers LEVEL-UP YOUR MARKETING DATA All your leads, all in one place Capture calls, web forms and online bookings with full marketing attribution Measure marketing effectiveness based on booked appointments, not calls or clicks Integrate with your EHR/PMS for more advanced analytics like show rates and revenue by campaign and channel LEVEL-UP YOUR PPC GAME Auto-optimize Google Ads campaigns Maximize your ROAS by providing Google Ads with conversion eventsbased on actual booked appointments LEVEL-UP YOUR CONVERSION RATES Convert more marketing leads into patients Top Reasons Not Booked Speed-to-Lead Analytics Transcribed Call Recordings LEVEL-UP YOUR LEAD MANAGEMENT No more form leads lost in an inbox Speed to Lead: Turn forms submissions into calls to increase conversions by 3x Everything in one place: More effective follow-up and time-saving automation --- ### Homepage - Published: 2025-01-22 - Modified: 2025-05-01 - URL: https://www.liine.com/ The marketing hub for healthcare The marketinghub for healthcare Meet Liine, the AI-powered call tracking, marketing analytics and ad optimization platform built for multisite healthcare, dental and vet practices Get a Demo More integrations for better marketing analytics Integrate with your existing tech stack for full-funnel coverage. Capture online bookings, optimize ad campaigns and measure ROI with our HIPAA-compliant integrations. View all integrations Get a Demo How Liine Works Capture everything Capture session-level marketing attribution for all calls, web leads and online bookingsLiine utilizes advanced call tracking, HIPAA-compliant webforms and integrations with 20+ online scheduling platforms to capture 100% of your new patient interactions. Enjoy a single source of truth where attribution is tracked across multiple touchpoints (for example: a Google Ads lead first calls but subsequently books online). No lead is ever double counted. Analyze every marketing touchpoint with Liine AI Know which marketing strategies are converting to booked appointmentsLiine’s AI models analyze each interaction to determine whether it’s a true new patient opportunity and if they convert to an appointment (or why they don’t). If you’re trying to drive new patient growth, booked appointments should always be your success metric, not clicks or call counts. Auto-optimize Google Ads Campaigns Make booked appointments your primary conversion event — not calls or clicksLiine integrates seamlessly with ad platforms like Google Ads so you can set bookings as your primary conversion event. On average, turning on this integration cuts a practice’s SEM-related cost per booking by more than 40%. Maximize conversion rates with faster follow-up Liine connects your practice with web form leads in under 30 secondsNo more leads getting lost in an inbox! Liine’s simple lead management feature uses auto-call technology and HIPAA-compliant texting to increase conversion rates by 3x. “Speed to lead” matters: The longer it takes for a practice to reach out to a form lead, the less likely the patient is to book an appointment. Track revenue impactby marketing campaign(beta) Marketing data that syncs with your EHR/PMSLiine’s proprietary algorithms match session-level marketing data with appointments and production numbers from 60+ EHR/PMS systems. We correctly match ~97% of all new patient interactions with an EHR/PMS record so you can identify the revenue impact of your marketing efforts. Get a Demo 40%Average decrease in Google Ads cost per booking (CPB)3XImproved web form to appointment conversion rate97%EHR/PMS match rate for calculating hard-dollar marketing ROI Who we serve Multisite Practices Private Equity Rollups Marketing Agencies Multisite Practices Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full visibility of all your patient lead activity in one dashboard Private Equity Rollups Standardize new patient acquisition efforts across all specialty healthcare and dental portfolio companies Drastically improve paid acquisition economics by automatically optimizing lower funnel ad campaigns Capture direct revenue impact of all marketing initiatives and strategies Marketing Agencies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients' PPC goals by automatically optimizing Google Ads for booked appointments Demonstrate undisputed ROI for marketing campaigns Multisite Practices Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full visibility of all your patient lead activity in one dashboard Private Equity Rollups Standardize new patient acquisition efforts across all specialty healthcare and dental portfolio companies Drastically improve paid acquisition economics by automatically optimizing lower funnel ad campaigns Capture direct revenue impact of all marketing initiatives and strategies Marketing Agencies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients' PPC goals by automatically optimizing Google Ads for booked appointments Demonstrate undisputed ROI for marketing campaigns Multisite Practices Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full visibility of all your patient lead activity in one dashboard Private Equity Rollups Standardize new patient acquisition efforts across all specialty healthcare and dental portfolio companies Drastically improve paid acquisition economics by automatically optimizing lower funnel ad campaigns Capture direct revenue impact of all marketing initiatives and strategies Marketing Agencies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients' PPC goals by automatically optimizing Google Ads for booked appointments Demonstrate undisputed ROI for marketing campaigns Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full visibility of all your patient lead activity in one dashboard Standardize new patient acquisition efforts across all specialty healthcare and dental portfolio companies Drastically improve paid acquisition economics by automatically optimizing lower funnel ad campaigns Capture direct revenue impact of all marketing initiatives and strategies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients' PPC goals by automatically optimizing Google Ads for booked appointments Demonstrate undisputed ROI for marketing campaigns Why marketers love Liine One of the most important reasons I’m glad we have Liine is the direct feedback loop to Google so we can optimize to bookings and not clicks, calls or impressions. Emmy AnsinelliVP of Marketing Liine allows me to prove the performance of our marketing efforts with certainty, versus just saying, ‘trust us, it’s working. ’ Richard WongVP of Media and Digital Marketing We've been in business for over 11 years and didn't realize the untapped growth opportunity we had on the phone... With Liine, we are literally booking 15-20 additional new patient consultations per month. Liz BrighamPractice Manager We are booking more MedSpa consultations than ever without relying on our clinical staff. Liine is a must for anyone looking to grow their medical aesthetics business. Laura ElijahExecutive Director Liine has meaningfully increased our call-to-consultation conversion rate by providing a true business process for answering the phones and is an integral part of our new client acquisition strategy. Karen AlbrightPresident Liine has been so helpful for our business. We have used their analytics and training to take our phone operators and patient experience to the next level. The reports have given me the data I have been looking for and are easy to use in a practical way. Shaila JamesAdministrator Liine gives our entire team a deep understanding of what is happening on 100% of our new patient phone calls. With these insights, we can confidently make changes to our call center operations and marketing efforts as we optimize for growth. Chris AdkinsChief Administrative Officer The amount of opportunity Liine has given us by evaluating staff performance and the overall patient journey has been eye-popping. Our results from utilizing the platform have been quite substantial. Andrea OparnicaRegional VP of Operations Liine gives us great awareness of both sides of the conversation between new patients and our staff. This enables us to uncover issues in our patient acquisition process and those insights are invaluable to our business. Danny KetolaBusiness Manager Liine has been a game changer for us. My staff loves it. I love it. Every practice should have this! Nick TvrdikPractice Owner --- ### Terms of Service - NEW - Published: 2025-01-16 - Modified: 2025-01-16 - URL: https://www.liine.com/termsofservice/ Terms of Service 1. OVERVIEWWelcome to the family of services provided by Liine, Inc. (“Liine”). These Terms of Service and, as applicable, the Order Form (collectively, the “Agreement”) apply to all Services and Software provided by Liine, including, but not limited to, software hosting, reporting, monitoring, support, onboarding, training and coaching services (“Services”) and to Liine’s provision of the software products set forth in the Order Form (“Software”). In order to make use of the Services or Software provided by Liine, you (hereinafter referred to as “you” or “your”) must first read this Agreement and accept it. You may not avail yourself of the Services or Software if you do not accept this Agreement and the terms therein. You accept the terms of the Agreement by signing the Liine Order Form (“Order Form”) or by using the Liine Services or Software. In the latter case, you understand and agree that we will treat your use of the Services and Software as acceptance of the terms of this Agreement from that point onwards. The date on which you sign the Order Form is herein referred to as the Effective Date (“Effective Date”). By signing the Order Form or using the Services or Software, you represent that you have read and agree to the terms and conditions of this Agreement. If you are accepting on behalf of your employer or another entity, you represent and warrant that: (i) you have full legal authority to bind your employer, or the applicable entity, to this Agreement; (ii) you have read and understand this Agreement; and (iii) you agree, on behalf of the party that you represent, to this Agreement. If you don’t have the legal authority to bind your employer or the applicable entity, please do not sign the Order Form or use the Services or Software. Liine reserves the right to change the terms of this Agreement from time to time. Any updates to these Terms shall be posted on this website. You acknowledge your responsibility to review these Terms from time to time and to be aware of any such changes. By continuing to use any of the Liine Services or Software after we post any such changes, you accept the terms of this Agreement, as modified. 2. SERVICESSubject to the terms of this Agreement, Liine will, for the Term specified on the Order Form, provide you the Services described on the Order Form. Liine may from time to time make available to you additional services for an additional charge. If (a) Liine sends you an email to describing the additional services and the fees for such services and (b) you commence using such services in any respect, then (i) you must pay such additional fees for the Term and (ii) the Order Form will be deemed amended to include such additional fees and services as part of the Services. 3. SOFTWARE; OWNERSHIP3. 1 Software Authorization. Provided that you comply with this Agreement, Liine authorizes you, during the Term and on a non-exclusive, non-transferable basis, to access and use the Software (on a remote, software-as-a-service basis only) strictly in accordance with this Agreement and the then-current online, electronic and written user documentation and guides Liine makes available to you which describe the functionality, components, features or requirements of the Software, as Liine may update from time to time in its discretion (the “Documentation”). This authorization also permits you to access and use the Documentation during the Term in support of your permitted uses of the Software. 3. 2 Software Limitations and Restrictions. You must use commercially reasonable efforts to prevent unauthorized access to or use of the Software. You must not, and you must not permit any other person or entity to, access or use the Software except as Liine has specifically allowed in this Agreement. Without limiting the generality of the foregoing, except as Liine has specifically allowed in this Agreement, you and your authorized users and end users must not do any of the following: (i) copy, modify, adapt, translate or create derivative works or improvements of the Software or any portion thereof; (ii) rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer or otherwise make available the Software or any features or functionality of the Software to any other person or entity for any reason, including by making the Software available through any time-sharing, service bureau or software as a service arrangement; (iii) reverse engineer, disassemble, decompile, decode, adapt or otherwise attempt to derive, gain access to or discover the source code of the Software or the underlying structure, ideas, know-how, algorithms or methodology relevant to the Software; (iv) input, upload, transmit or otherwise provide to or through the Software any information or materials that are unlawful or that contain, transmit or activate any viruses, malware, ransomware or other harmful or malicious code, scripts or routines; (v) bypass, breach or disable any security device, copy control, digital rights management tool or other protection used by the Software; (vi) remove any proprietary notices from the Software or any other Materials (as defined below) Liine provides to you; (vii) share an authorized user’s access credentials with any person or permit use of an authorized user’s access credentials by any person, other than the authorized user with whom the access credentials are associated; (viii) attempt to gain unauthorized access to, damage, destroy, disrupt, disable, impair, interfere with or otherwise impede or harm in any manner (A) the Software, (B) the server on which the Software is hosted or stored, (C) any server, computer or database connected to the Software, or (D) Liine’s ability to provide services to any other person or entity; (ix) access or use the Software in any way that infringes, misappropriates or otherwise violates any intellectual property right, privacy right or other right of any third party, or that violates any applicable law or regulation; (x) access or use the Software for purposes of (A) developing, producing, marketing, distributing, licensing or selling any product or service that may compete with the Software, or (B) disclosing to Liine’s competitors, for any purpose, otherwise non-public information about the Software; (xi) access or use the Software in any manner contrary to any additional volume or usage limitations or restrictions set forth in the Order Form; or (xii) knowingly aid or assist any affiliate, authorized user or other person or entity in taking any of the actions prohibited by this Section 3. 2. You will ensure your authorized users’ and end users’ compliance with this Agreement and be responsible and liable to Liine for any act or omission of an end user or authorized user (or any other employee, contractor or agent under your control or direction or acting on your behalf) that would be a breach or violation of this Agreement had you performed the act or omission yourself. 3. 3 Changes to the Software. Liine may make any changes to the Software (including, without limitation, the design, look and feel, functionality, content, material, information and/or services provided via the Software) that it deems necessary or useful to improve the Software or for any other reason, from time to time in its discretion. Such changes may include upgrades, bug fixes, patches, error corrections, modifications, enhancements, improvements and/or new features (collectively, “Updates”). All Updates shall be deemed a part of the Software governed by all the provisions of this Agreement pertaining thereto. Liine may from time to time make available to you additional Software functionality for an additional charge. If (a) Liine sends you an email to describing the additional functionality and the fees for such functionality and (b) you commence using such functionality in any respect, then (i) you must pay such additional fees for the Term and (ii) the Order Form will be deemed amended to include such additional fees and functionality as part of the Software. 3. 4 Intellectual Property. In connection with providing the Services Liine may use materials (including, but not limited to, instructional videos, evaluation forms, sales scripts, sales messaging, reports, talk tracks and educational materials) (collectively, “Materials”). All Materials and Software (whether unaltered or configured, customized or enhanced at your direction or otherwise; in physical or electronic form) and all related intellectual property rights shall be the sole and exclusive intellectual property of Liine and are licensed to you for the sole purpose of your internal use. Save as expressly set out in this Agreement, you will treat Materials as the Confidential Information of Liine (and subject to the terms of Section 6) and will not distribute or share Materials with any third party or use Materials for any purpose other than internal use per the terms of this Agreement. Liine reserves all rights not expressly granted in this Agreement, and no licenses are granted by Liine except for those expressly set forth under this Agreement. 3. 5 Your Content. As between you and Liine, you will own any information, data, text, content, videos, images, audio recordings, graphics, and /or other types of content, information and/or data that you post, provide, or upload to the Software or provide to Liine as part of its Services, or collect through the Software (collectively, your “Content”) including all related intellectual property rights, excluding the Materials and Software. To enable Liine to provide the Services and Software, you grant to Liine a non-exclusive, non-transferable, revocable, royalty-free, license, to access, use, and copy, your Content as necessary to provide the Services and Software for your benefit and for the purposes set forth in Section 3. 6 below. Except as set forth in Section 3. 6 below, Liine will use and disclose your Content only to provide the Services and perform its obligations under this Agreement, or otherwise in accordance with agreed-upon written instructions that you provide to Liine. 3. 6 Aggregated and De-identified Data. In the course of providing the Software or Services, Liine may obtain or derive from your Content and your use of the Software and Services data related to (i) your participation in the Software or Services; and (ii) your performance and results both prior to and after the Software and Services have been provided. Notwithstanding anything to the contrary in this Agreement, Liine is free to use this data for any and all purposes; provided, that (1) all such data has been de-identified so that neither the identity of you nor any personally identifiable information for any individual has been disclosed, and (2) all such data is used only in an aggregated format such that no single transaction, company, event, or individual can be identified. 4. WARRANTIES; DISCLAIMERS; LIMITATION OF LIABILITY4. 1 You represent and warrant that: (i) your and your authorized users’ and end users’ collection and use of all of your Content and your Confidential Information (including your choice to upload and process the same to and through the Software as contemplated in this Agreement) is consistent with your own privacy policy and your license agreements and other agreements with third parties; (ii) you either own, or have all rights, permissions and consents that are necessary to store, use and process, and to permit Liine, its subcontractors and the Software to store, use and otherwise process as contemplated in this Agreement, all of your Content and your Confidential Information; (iii) Liine’s and its subcontractors’ access to and storage, use and other processing of your Content and your Confidential Information as contemplated by this Agreement does not and will not violate any applicable law, rule or regulation or infringe, misappropriate or otherwise violate any intellectual property right, privacy right or other right of any third party. 4. 2 Liine warrants that it will perform all Services in a professional and workmanlike manner, using adequate resources and appropriately qualified personnel, and consistent with generally accepted standards of quality in its industry. If Liine breaches this warranty, as your sole and exclusive remedy and Liine’s only obligation and liability to you, Liine will promptly re-perform the non-conforming Services at no additional cost to you. 4. 3 Liine warrants that the Software will at all times during the Term substantially conform in all material respects to its Documentation and the written specifications expressly set forth by you and Liine in your Order Form. However, the warranty in this Section does not apply to any non-conformance resulting from: (x) use of the Software in a manner inconsistent with this Agreement or its Documentation, (y) the operation of or access to your, your authorized user’s or end user’s or a third party’s system or network, or (z) your Content. 4. 4 If Liine breaches the warranty set forth in Section 4. 3, Liine will, at its sole option and expense, take any of the following steps to remedy such breach: (i) modify, fix or correct the Software to remedy such non-conformity; (ii) replace the non-conforming portion of the Software, as applicable, with functionally equivalent software; or (iii) if the remedies in clauses (i) and (ii) are not feasible by commercially reasonable standards, terminate this Agreement and promptly refund to you on a pro rata basis the share of any Software subscription fees prepaid by you for the future portion of the applicable subscription term that would have remained but for such termination (a “Refund of Fees”). If Liine does not cure a warranty breach or terminate this Agreement as permitted by the immediately preceding sentence within 30 days after its receipt of written notice of such breach, then as your sole and exclusive remedy and as Liine’s only obligation and liability to you, you will have the right to terminate this Agreement and Liine will promptly provide to you a Refund of Fees. 4. 5 EXCEPT AND SOLELY AS PROVIDED IN SECTIONS 4. 2 AND 4. 3 ABOVE, LIINE EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE SOFTWARE OR SERVICES PROVIDED BY LIINE HEREUNDER; ALL SOFTWARE AND SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE”; LIINE DOES NOT PROMISE OR GUARANTY ANY SALES RESULTS OR THAT THE SOFTWARE OR SERVICES WILL MEET ANY SPECIFIC REQUIREMENTS; AND LIINE DOES NOT WARRANT THAT THE USE OF THE SOFTWARE OR SERVICES WILL BE UNINTERRUPTED OR ERROR FREE. YOU ACKNOWLEDGE THAT ANY PERFORMANCE RESULTS BASED ON YOUR USE OF THE SOFTWARE OR THE SERVICES PROVIDED UNDER THIS AGREEMENT ARE DEPENDENT ON A VARIETY OF FACTORS AND FUTURE MARKET CONDITIONS, AND YOUR RESULTS MAY VARY4. 6 UNDER NO CIRCUMSTANCES WILL LIINE BE LIABLE TO YOU FOR ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND FOR ANY REASON WHATSOEVER, EVEN IF LIINE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OCCURRING. ADDITIONALLY, IN NO EVENT SHALL LIINE’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT OR LIINE’S OBLIGATIONS HEREUNDER EXCEED IN THE AGGREGATE THE AMOUNT OF FEES ACTUALLY PAID BY YOU TO LIINE UNDER THIS AGREEMENT DURING THE TWELVE (12)-MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE FIRST CLAIM BY YOU AGAINST LIINE HEREUNDER. THE FOREGOING EXCLUSIONS AND LIMITATIONS OF LIABILITY SHALL APPLY NOTWITHSTANDING THE FAILURE OF ANY AGREED OR OTHER REMEDY OF ITS ESSENTIAL PURPOSE AND SHALL APPLY REGARDLESS OF THE LEGAL OR EQUITABLE THEORY UPON WHICH THE CLAIM IS BASED (WHETHER BASED ON BREACH OF CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, PRODUCTS LIABILITY OR OTHERWISE); PROVIDED HOWEVER NOTHING IN THIS AGREEMENT SHALL APPLY TO EXCLUDE OR LIMIT LIINE’S LIABILITY FOR DEATH OR PERSONAL INJURY IF CAUSED BY GROSS NEGLIGENCE OR ANY OTHER LIABILITY THAT CANNOT BY LAW BE EXCLUDED. 5. INDEMNIFICATIONFor the purposes of this Section 5, “Claims” means any investigation by a governmental body, claim, suit, demand, action or proceeding, and “Losses” means any and all losses, damages, liabilities, deficiencies, judgments, settlements, interest, awards, penalties, fines, costs or expenses of whatever kind, including reasonable attorneys’ fees and the costs of enforcing any right to indemnification and the cost of pursuing any insurance providers. Liine will defend you from and against any Claims brought by a third party and will indemnify and hold you harmless from any Losses incurred by you as a direct result of such third-party Claims, in each case to the extent the same are based on: (i) allegations that the Software or your use thereof (excluding your Content or Confidential Information) infringe any U. S. patent, copyright or trademark of such third party, or misappropriate the trade secret of such third party (each, an “Infringement Claim”); or (ii) Liine’s breach or violation of the HIPAA Business Associate Addendum (to the extent applicable to you). Notwithstanding the foregoing, Liine will have no liability or obligation with respect to any Infringement Claim to the extent based upon or arising out of: (i) access to or use of the Software in combination with any hardware, system, software, network or other materials or service not provided by Liiine (or authorized in the Documentation or otherwise in writing by Liine); (ii) modifications or configurations made to the Software by anyone other than Liine or a party acting under its direction without Liine’s prior written consent; or (iii) any action taken by you, your authorized user or end user relating to use of the Software that violates this Agreement. If the Software is, or in Liine’s opinion is likely to be, the subject of an Infringement Claim, or if your use of the Software is enjoined or threatened to be enjoined, Liine will, at its sole option and expense: (i) obtain the right for you to continue to use the allegedly infringing Software as contemplated by this Agreement, (ii) modify or replace the allegedly infringing Software to make such Software (as so modified or replaced) non-infringing, without causing a material loss of features or functionality, or (iii) if the remedies in clauses (i) and (ii) are not feasible within commercially reasonable standards, then Liine may terminate this Agreement upon written notice and without any liability to you and Liine will promptly provide a Refund of Fees. THIS SECTION 5 STATES YOUR SOLE AND EXCLUSIVE REMEDY, AND LIINE’S ONLY OBLIGATION AND LIABILITY TO YOU, FOR ANY INFRINGEMENT CLAIMS IN REGARDS TO YOUR USE OF THE SOFTWARE UNDER THIS AGREEMENT. You agree to indemnify, defend and hold us, our affiliates and licensors, each of our and their business partners and each of our and their respective employees, officers, directors and representatives, harmless from and against any and all claims, losses, damages, liabilities, judgments, penalties, fines, costs and expenses (including reasonable attorneys’ fees), arising out of or in connection with any claim arising out of your use of the Services in a manner not authorized by this Agreement, and/or in violation of this Agreement, the applicable restrictions or applicable laws, rules or regulations. 6. CONFIDENTIALITYEach party agrees to maintain Confidential Information (as defined below) received from the other in confidence and, except as set forth herein or as required to perform its obligations hereunder, to neither use nor disclose such Confidential Information, without the prior written approval of the disclosing party, or as required to comply with any order of a court or any applicable rule, regulation or law of any jurisdiction. In the event that a receiving party is required by judicial or administrative process to disclose Confidential Information of the disclosing party, it shall promptly notify the disclosing party and allow the disclosing party a reasonable time to oppose such process. Each receiving party may disclose the Confidential Information of the disclosing party to the receiving party’s employees and agents on a need-to-know basis, and each receiving party will be liable for the breach of this Agreement by its employees and agents. Each party shall protect Confidential Information of the other by using the same degree of care, but not less than a reasonable degree of care, to prevent unauthorized disclosure or use as that party uses to protect its own confidential information. The foregoing obligations shall remain in force for two (2) years following any termination or expiration of this Agreement. Upon termination or expiration of this Agreement, each party agrees to return or destroy all Confidential Information received from the other, at the written request of such other party; provided, however that each party may: (i) keep one copy of the Confidential Information for its records; and (ii) retain digital copies of Confidential Information that were created in the normal course of IT back-up and recovery procedures, and such copies of retained Confidential Information shall continue to be subject to the terms of this Agreement. For the purposes of this Agreement, “Confidential Information” means any information received by one party (the “receiving party”) from the other party (the “disclosing party”) of which the receiving party has been informed or has a reasonable basis to believe is confidential to the disclosing party, unless such information: (1) was known to the receiving party prior to receipt from the disclosing party; (2) was lawfully available to the public prior to receipt from the disclosing party; (3) becomes lawfully available to the public after receipt from the disclosing party, through no act or omission on the part of the receiving party; (4) corresponds in substance to any information received in good faith by the receiving party from any third party without restriction as to confidentiality; or (5) is independently developed by an employee or agent of the receiving party who has not received or had access to such information. 7. COMPLIANCE 7. 1 You represent and warrant that you do not intend to and will not knowingly supply or use Liine Services, Software or Materials in violation of any law, rule or regulation. You agree that you will immediately notify Liine if these circumstances change. If you breach this Section 7, in addition to any other rights or remedies Liine may have, Liine may immediately terminate the Agreement. 7. 2 You are responsible for using the Software and Services in a manner that complies with any laws that apply to your Content, including laws related to privacy, personal data, biometric data, data protection, and the recording and confidentiality of communications, and for configuring any features made available through the Software and Services in a manner that complies with your obligations under those laws or regulations. You represent and warrant that you have obtained any authorizations or consents, and provided any notices, that are or may be required under those laws or regulations before using the Software and Services to collect, store, process, or transmit your Content. To the extent you use any call recording features or functionality included with the Software, you acknowledge and agree that it is your responsibility (and you represent and warrant that you do) comply with local call recording laws, rules and regulations. 7. 3 If and to the extent you are a “covered entity” or a “business associate” and your Content includes “protected health information,” as those terms are defined in 45 CFR § 160. 103, the HIPAA Business Associate Addendum (“BAA”) attached as Exhibit A hereto will apply to Liine’s provision and your use of the Software and Services, and such BAA is incorporated herein by reference the same as if fully set forth herein. You agree that the BAA will apply only to systems that Liine controls and operates to provide the Services, and only when you have applied the required configuration settings, if any, that Liine makes known to you in writing from time to time. You further agree that the BAA will not apply to, and Liine will have no responsibility for, any third-party applications, systems, devices, or communications networks that you or others use to transmit your Content to or from, or otherwise communicate with, the Services, and that Liine does not act as, nor have the obligations of, a “business associate,” as defined in 45 CFR § 160. 103, with respect to your Content when you send it to or from locations or recipients outside the Services. 7. 4 Without limiting the generality of any other obligations you assume under these Terms of Service, you specifically represent and warrant that you are aware of, are in compliance with, and will remain in compliance with the U. S. Department of Health and Human Services current guidance on the use of online tracking and related technologies by HIPAA covered entities and business associates, and that you will immediately notify Liine if these circumstances change. 7. 5 Liine may enable integrations between the Services and your own or certain third-party software or systems that you wish to use in conjunction with the Software (collectively, “Third-Party Systems”) to enable the communication of data between the Services and such Third-Party Systems. As between you and us, you will be solely responsible for obtaining (at your sole cost and expense) the appropriate licenses to and accounts on the Third-Party Systems that are necessary to enable such integrations using such application programming interfaces or other similar connectors (collectively, “APIs”). As between you and us, you will be responsible for verifying whether (and you hereby represent and warrant to us that) the establishment and on-going operation of any integrations between the Services and the Third-Party Systems as contemplated by this Agreement and your Order Form are and will be in compliance with the terms and conditions of the applicable license agreements for the Third-Party Systems and in compliance with applicable laws, rules and regulations (including, but not limited to, HIPAA where applicable). NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, ANY SUCH INTEGRATIONS ARE PROVIDED TO YOU BY LIINE “AS IS,” “AS AVAILABLE” AND WITHOUT REPRESENTATION OR WARRANTY OF ANY KIND. Notwithstanding anything to the contrary in this Agreement, Liine does not make any, and Liine hereby disclaims any and all, representations or warranties with respect to the Third-Party Systems, including (but not limited to) any representations or warranties as to the quality, accuracy, availability, operation or performance of the Third-Party Systems or as to the capabilities, features or functionality, suitability, legality or appropriateness of such Third-Party Systems for use in your business or for use in connection with the Services, and you acknowledge and agree that we will not be liable to you or any other person or entity for losses, damages, costs or expenses of any kind or nature to the extent resulting from any failure, interruption, delay, error, breach (including breach of security) or other problem of or caused by any Third-Party Systems. 8. PAYMENT OF FEES8. 1 In consideration for the Software and Services, you will pay Liine the fees set forth in the Order Form in accordance with the terms therein (the “Fees”). In addition, unless otherwise specified in your Order Form, in each Renewal Term all Fees may, in our discretion, be increased for the Renewal Term by not more than the greater of (a) five percent (5%) above the Fees prevailing in the immediately prior Initial Term or Renewal Term (as applicable), or (b) Inflation over the course of the immediately prior Initial Term or Renewal Term (as applicable), where “Inflation” means the percentage increase of the Consumer Price Index for All Urban Consumers (CPI-U) as published by the United States Bureau of Labor Statistics. If the Order Form specifies that you will pay fees based on a per minute basis, Liine shall bill for all minutes of usage for each call from the instant a call is initiated by, or connected to, the Liine network to the instant all parties to such call are disconnected. Call duration calculations will be rounded up to the nearest minute. 8. 2 You acknowledge and agree that Liine is permitted to immediately suspend the provision of Software and Services to you (without notice) if payments are not received when due or if Liine is unable to charge your Payment Method as set forth in Section 8. 5 below. During such suspension you will not be able to use the Software or Services. Unpaid amounts are subject to a finance charge of 1. 5% per month on any outstanding balance, or the maximum permitted by law, whichever is lower, plus all expenses of collection. 8. 3 The Fees do not include taxes and similar assessments. Liine will pass along to you the cost of any sales and excise (and other similar) taxes, duties and charges of any kind imposed by a governmental authority on amounts payable under this Agreement, other than taxes imposed on Liine’s income, property or employees. If any such amounts are owed to a governmental authority, Liine will calculate the amount of the obligation and include this on your bill or invoice, and (following payment by you to Liine) Liine will remit those amounts to the applicable authority. If you are exempt from such taxes, you must provide Liine with a true, up-to-date and complete copy of your direct pay permit or exemption certificate. . 8. 4 All purchases are final. All payment obligations are non-cancelable. Except as expressly set forth in this Agreement, all amounts paid hereunder are nonrefundable and Liine does not provide any refunds except in the event that you terminate this Agreement due to an uncured material breach by Liine, Liine will provide you with a refund of the unused portion of all pre-paid amounts, adjusted pro rata, to account for Software and Services not provided after the date of termination. 8. 5 You will make all payments to Liine in U. S. dollars. If and to the extent Liine has agreed in writing to invoice you for any Fees for Software and Services, then (i) Liine will invoice you on the schedule set forth on the Order Form or as otherwise agreed in writing by Liine, and invoiced amounts are due thirty (30) days from the invoice date, and (ii) you are responsible for providing complete and accurate billing and contact information (e. g. , for delivery of invoices to you), and notifying Liine of any changes to that information. In all other cases, the following billing and payment procedures apply: You must provide Liine with a current and valid method of payment for recurring Fees that is accepted by Liine such as a credit card or debit card (as such may be updated by you from time to time, “Payment Method”), and by providing your Payment Method information to Liine you hereby authorize Liine to charge you the Fees as set forth in the Order Form (as such fee may be changed pursuant to the terms of this Agreement) using the specified Payment Method. Fees for Software and Services will be billed as set forth in the Order Form. You will receive an email notification of each charge made against your Payment Method. Liine reserves the right to change the timing of the Fee billing in the event that the Payment Method has not successfully settled. As used in this Agreement, “billing” shall indicate a charge, debit or other payment clearance, as applicable, against your Payment Method. You may change your Payment Method information by contacting Liine at accounting@liine. com. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not edit your Payment Method information or cancel your account, you shall remain responsible for any uncollected amounts and authorize Liine to continue billing the Payment Method, as it may be updated. This may result in a change to the payment billing dates. 9. TERM AND TERMINATION9. 1 Subject to earlier termination as provided in Section 9. 2, this Agreement will be for the initial term specified in the Order Form (the “Initial Term”). Following the expiration of the Initial Term or the then-current Renewal Term, this Agreement will automatically renew for the period of time set forth in the Order Form (the “Renewal Term” and, together with the Initial Term, the “Term”); provided, however, that if a Party does not wish for the Term of this Agreement to renew, such party may cause this Agreement to expire at the end of the Initial Term or then-current Renewal Term by providing written notice of the same to the other party at least 30 days prior to the expiration of the Initial Term or the then-current Renewal Term. Notice of non-renewal or any termination by you must be provided to Liine by email using the email address identified by Liine for such purpose and will be effective upon providing such notice. Notice of non-renewal or any termination by Liine must be provided to you by email using the email address set forth in the Order Form, and will be effective upon providing such notice. 9. 2 In addition to any other remedies a party may have, either party may terminate this Agreement upon thirty (30) days’ written notice, if the other party materially breaches any of the terms or conditions of this Agreement and such breach is not cured within the thirty (30) day period. 9. 3 Upon the expiration or termination of this Agreement, Liine will have no further obligation to provide Software or Services. All your payment obligations as well as Sections 3. 4, 4. 5, 4. 6, 5, 6, 7, 8, 9 and 10 will survive termination of this Agreement. 10. MISCELLANEOUS10. 1 This Agreement (together with the Order Form and, where applicable, the BAA) contains the entire agreement between the parties, both written and oral, and supersedes all other agreements and understandings between the parties with respect to the subject matter hereto. Except as expressly set forth in Section 1 above, no change, consent or waiver under this Agreement will be effective unless in writing and signed by the party against which enforcement is sought. 10. 2 This Agreement shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to the choice of law provisions thereof. Any dispute or claim arising out of, or in connection with, this Agreement shall be finally settled by binding arbitration in Raleigh, North Carolina, in accordance with the then-current rules and procedures of the American Arbitration Association by one (1) arbitrator appointed by the American Arbitration Association. The arbitrator shall apply the law of the State of Delaware, without reference to rules of conflict of law or statutory rules of arbitration, to the merits of any dispute or claim. Judgment on the award rendered by the arbitrator may be confirmed, reduced to judgment and entered in any court of competent jurisdiction. The parties agree that, any provision of applicable law notwithstanding, they will not request, and the arbitrator shall have no authority to award punitive or exemplary damages against any party. In the event that any arbitration, action or proceeding is brought in connection with this Agreement, the prevailing party shall be entitled to recover its costs and reasonable attorneys’ fees. Notwithstanding the binding arbitration requirements of this Section 10. 2, a party may seek appropriate judicial equitable remedies from a court of competent jurisdiction prior to or during the arbitration of any dispute, and the parties hereby irrevocably submit and attorn to the original jurisdiction of those courts in respect of those matters and any other matters that are not properly the subject of arbitration. 10. 3 Neither party shall be held responsible for any delay or failure in performance hereunder caused in whole or in part by earthquakes, fires, strikes, floods, embargoes, labor disputes, acts of sabotage, riots, wars, accidents, delays in carriers or suppliers, acts or omissions or other causes beyond such party’s control. 10. 4 You shall be responsible for obtaining and maintaining any equipment and ancillary services needed to connect to, access or otherwise use the Software and Services, including, without limitation, modems, hardware, servers, software, operating systems, networking, web servers, telephone systems and the like. 10. 5 If any provision of this Agreement shall be held by a court of law of competent jurisdiction to be illegal, invalid or unenforceable, that provision shall be reformed, construed and enforced to the maximum extent permissible, and the remaining provisions shall remain in full force and effect. Any delay or failure of either party to enforce its rights, powers or privileges under this Agreement, at any time or for any period, will not be construed as a waiver of such rights, powers and privileges, and the exercise of one right or remedy will not be deemed a waiver of any other right or remedy. 10. 6 You agree that Liine may use your name and/or logo solely to factually reference you and your company as an existing customer of Liine’s products and services without your additional prior written consent; any other use of your name or logo or any other reference to you and your company as a customer of Liine’s products and services in Liine’s advertising and marketing requires your prior written approval to any such use. 10. 7 This Agreement is for the sole benefit of the parties hereto and their respective successors and permitted assigns and nothing herein, express or implied, is intended to or will confer on any other person or entity any legal or equitable right, benefit or remedy of any nature whatsoever under or by reason of this Agreement. The relationship between the parties is that of independent contracting parties. Nothing contained in this Agreement will be construed as creating any agency, partnership, joint venture or other form of joint enterprise, employment or fiduciary relationship between the parties, and neither party will have authority to contract for or bind the other party in any manner whatsoever. Last UpdatedJanuary 15, 2025EXHIBIT AHIPAA BUSINESS ASSOCIATE ADDENDUMIf you are a “covered entity” or a “business associate” and your Content includes “protected health information,” as those terms are defined at 45 C. F. R. § 160. 103, the Agreement incorporates the terms of this HIPAA Business Associate Addendum (“BAA”). If there is any conflict between a provision in this BAA and a provision in the Agreement, this BAA will control. Except as otherwise noted in this BAA, any and all capitalized terms in this BAA shall have the meanings ascribed to those terms in HIPAA, and if not defined by HIPAA, such terms shall have the definitions set forth in the Agreement. Article I – Introduction1. 1 “Covered Services” Defined. As used in this BAA, Covered Services means Liine’s performance of the Services and provision of the Software in accordance with the Agreement. 1. 2 “Customer” Defined. As used in this BAA, “Customer” means the entity that is a party to the Agreement, provided that such entity falls within the definition of the term “covered entity,” or “business associate” set forth at 45 C. F. R. § 160. 103. 1. 2 “PHI” Defined. As used in this BAA, “PHI” means protected health information that Customer (or another business associate of Customer) discloses to Liine or protected health information created, received, maintained, or transmitted by Liine on behalf of Customer. 1. 3 HIPAA Compliance. The Parties are committed to complying with the Health Insurance Portability and Accountability Act of 1996, the Health Information Technology for Economic and Clinical Health Act of 2009, and all implementing regulations of those statutes (for the avoidance of doubt, including but not limited to the Privacy Rule and Security Rule, each as defined below, individually and collectively, “HIPAA”). As used in this BAA, the “Privacy Rule” means the Standards for Privacy of Individually Identifiable Health Information at 45 C. F. R. Part 160 and Part 164, Subparts A and E, and the “Security Rule” means the Standards for Security of Individually Identifiable Health Information at 45 C. F. R. Part 160, Part 162, and Part 164, Subparts A and C. Article II – Obligations of Liine2. 1 General Restriction. Liine shall not use or disclose PHI other than as permitted or required by this BAA or as required by law. 2. 2 Permitted Uses and Disclosures. Except as otherwise limited in this BAA, Liine may:2. 2. 1 Use or disclose PHI as necessary for the performance of the Covered Services. 2. 2. 2 Use PHI for the proper management and administration of Liine or to carry out its legal responsibilities. 2. 2. 3 Disclose PHI as necessary for the proper management and administration of Liine or to carry out its legal responsibilities if (a) the disclosure is required by law; or (b) Liine obtains reasonable assurances from the person to whom the PHI is disclosed that the PHI will be held confidentially and used or further disclosed only as required by law or for the purposes for which it was disclosed to the person, and the person notifies Liine of any instances of which it is aware in which the confidentiality of the PHI has been breached. 2. 2. 4 Use PHI to provide data aggregation services to Customer as permitted by HIPAA. 2. 2. 5 Create, use and disclose de-identified health information so long as such health information is de-identified in accordance with the HIPAA. 2. 3 Uses or Disclosures if Done by Customer. Except as specifically provided in Sections 2. 2. 2, 2. 2. 3, and 2. 2. 4, Liine shall not use or disclose PHI in a manner that would violate 45 C. F. R. Part 164, Subpart E if done by Customer. 2. 4 Uses or Disclosures Required by Law. Liine may use or disclose PHI as required by law. Unless otherwise required by law, Liine shall promptly notify Customer prior to making any such use or disclosure. 2. 5 Relationship to Individuals. 2. 5. 1 As between Liine and Customer, Customer retains all ownership rights to PHI, and Liine does not obtain any right to or interest in PHI other than the right to use and disclose the PHI in accordance with this BAA. Liine shall provide Customer any PHI requested by Customer within ten days of the request being made. 2. 5. 2 Liine shall make available any PHI it maintains in a Designated Record Set to Customer as necessary to satisfy Customer’s obligations under 45 C. F. R. § 164. 524. If an individual requests from Liine any PHI that Liine maintains in a Designated Record Set, Liine shall forward the request to Customer within ten days of receiving the request. 2. 5. 3 Liine shall make any amendments to any PHI it maintains in a Designated Record Set as directed or agreed to by Customer and take other measures as necessary to satisfy Customer’s obligations under 45 C. F. R. § 164. 526. If an individual requests that Liine make an amendment to any PHI that Line maintains in a Designated Record Set, Liine shall forward the request to Customer within ten days of receiving the request. 2. 5. 4 Liine shall document disclosures of PHI and information related to such disclosures, and will make such documentation and information available to Customer upon request, as necessary for Customer to provide an accounting of disclosures of PHI in accordance with 45 C. F. R. § 164. 528. If an individual requests an accounting of disclosures from Liine, Liine shall forward the request to Customer within ten days of receiving the request. 2. 6 Compliance with Law. Liine understands that Customer and Liine are subject to state and federal laws governing the confidentiality of PHI. Liine shall comply with the requirements of the Privacy Rule and any other applicable state and federal laws in its use and disclosure of PHI. To the extent Liine is to carry out one or more of Customer’s obligations under 45 C. F. R. Part 164, Subpart E, Liine shall comply with the requirements of Subpart E that apply to the Customer in the performance of such obligation. 2. 7 Safeguarding Information. Liine shall comply with all applicable Security Rule requirements, including but not limited to the requirement that Liine implement reasonable and appropriate policies and procedures designed to safeguard PHI; establish appropriate administrative, technical, and physical safeguards to protect the confidentiality and integrity of PHI; prevent individuals not involved in performing the Covered Services from accessing PHI; and encrypt electronic PHI transmitted, received, processed, or maintained on electronic media, both while in transit and at rest. 2. 8 Notification of Customer. Liine shall promptly (and in no event more than ten calendar days following discovery by Liine) notify Customer in writing of any actual use or disclosure, whether by Liine or its subcontractors, of PHI in violation of this BAA, including but not limited to any Breach of Unsecured PHI and any Security Incident; provided, however, that Liine shall not have any obligation to notify Customer of any unsuccessful attempts to (i) obtain unauthorized access to or make unauthorized use, disclose, modification or destruction of any PHI or (ii) interfere with system operations in an information system, in each case where such unsuccessful attempts are extremely numerous and common to all users of electronic information systems (e. g. , attempted unauthorized access to information systems, attempted modification or destruction of data files and software, attempted transmission of a computer virus, unsuccessful pings or other broadcast attacks on a firewall, unsuccessful denial of service attacks, port scans or login attempts, interception of encrypted information where the key is not compromised, or any combination of the above). Liine shall include in its report to Customer, to the extent known, (a) the identification of each individual whose PHI was or may have been improperly used or disclosed; (b) a description of what happened (including the date of the use or disclosure and the date the use or disclosure was discovered); and (c) a description of the PHI that was improperly used or disclosed. In addition to the written notice required, Liine shall also attempt to inform Customer of the actual improper use or disclosure promptly by telephone and email. For the purposes of this Section 2. 8, a Breach of Unsecured PHI (as defined in 45 C. F. R. § 164. 402) shall be treated as discovered by Liine as of the first day on which such improper occurrence is known to Liine or, through the exercise of reasonable diligence, would have been known to Liine. With respect to any other Breach, Security Incident, or other use or disclosure of PHI that is not provided for by this BAA, such Breach, Security Incident or other use or disclosure of PHI shall be treated as discovered by Liine as of the first day on which Liine is actually aware of such incident. 2. 9 Mitigation of Harmful Effects of Breach. Liine shall mitigate, to the extent reasonably practicable, any harmful effects that are known to Liine arising from the breach or improper use or disclosure of PHI by Liine or its subcontractors. Liine shall exercise reasonable diligence to discover any breach of PHI. 2. 10 Subcontractors. If it becomes necessary for Liine to disclose PHI to a subcontractor or to permit a subcontractor to create, receive, maintain, or transmit PHI on Liine’s behalf, then Liine shall require the subcontractor to enter into a written agreement in which the subcontractor agrees to comply with substantially the same terms to which Liine is subject under this BAA with respect to the PHI. If Liine knows of a pattern of activity or practice of a subcontractor that constitutes a material breach or violation of HIPAA or this BAA, Liine shall take reasonable steps to cure the breach or end the violation, and if such steps are unsuccessful, terminate the contract or arrangement. Liine shall report any improper use or disclosure of PHI by the subcontractor to Customer pursuant to Section 2. 8. 2. 11 Minimum Necessary. Liine shall make uses, disclosures, and requests for PHI only to the extent and in the amount reasonably necessary to achieve the purpose of the Covered Services being rendered. 2. 12 Availability of Information. During the Term of this BAA, Liine shall make its internal practices, books, and records relating to the use and disclosure of PHI available to (a) Customer for review upon Customer’s request (but not more than once annually or more frequently if in connection with a particular Breach of Unsecured PHI or Security Incident or to the extent required by applicable law) and (b) the Department of Health and Human Services (“HHS”) for review upon HHS’s request, in which case Liine shall immediately notify Customer in writing of the HHS request. Article III – Obligations of Customer3. 1 Permissions and Notices. Customer represents, warrants, and covenants that it has obtained and will continue to obtain all necessary authorizations, consents, releases, and permissions and that it has provided, and will continue to provide, appropriate notice to individuals, in each case as necessary to permit Liine to use and disclose PHI pursuant to this BAA and in order to provide the Covered Services in compliance with all applicable laws, regulations, and other governmental requirements. 3. 2 Compliance with HIPAA. Customer shall comply with all of its obligations under HIPAA. Customer will not request or cause Liine to make a sue or disclosure of PHI or take other actions in a manner that does not comply with HIPAA or this BAA. 3. 3 Safeguards and Appropriate Configurations. Customer shall implement appropriate privacy and security safeguards in the systems, applications, and networks that Customer uses in connection with the Covered Services and shall apply to the Covered Services the required configuration settings, if any, that Liine makes known to Customer in writing from time to time. 3. 4 Disclosure of PHI to Liine. On Liine’s request, Customer shall disclose PHI to Liine as necessary for Liine to provide the Covered Services unless the disclosure is prohibited by law or Customer otherwise objects to the disclosure. 3. 5 Other Obligations. Customer shall (a) notify Liine of any change in or revocation of permission by an individual to use or disclose PHI if such change or revocation affects Liine’s use or disclosure of PHI; (b) notify Liine of any restriction on the use or disclosure of PHI agreed to by Customer in accordance with HIPAA if such restriction affects Liine’s use or disclosure of PHI; and (c) provide Liine a copy of Customer’s Notice of Privacy Practices on request. 3. 6 Designated Record Set. Customer shall provide advance written notice to Liine if it believes that any PHI under the Agreement shall be included in an individual’s Designated Record Set, and Customer shall not provide to Liine or require Liine to create, receive, maintain, or transmit any such PHI unless and until Liine agrees in writing. Article IV – Term and Termination4. 1 Term. This BAA shall be effective as of the Effective Date and shall terminate on the sooner of (a) the date on which all PHI is destroyed or returned to Customer and (b) the date on which Customer terminates this BAA for cause as provided in Section 4. 2. 4. 2 Termination for Cause. Liine authorizes immediate termination of this BAA by Customer if Customer determines Liine has violated a material term of this BAA and has failed to cure such violation within thirty calendar days of Customer’s written notice to Liine specifying the violation. 4. 3 Effect of Termination. Upon termination of this BAA for any reason, Liine shall return to Customer or destroy all PHI that Liine still maintains in any form. If Liine determines that returning or destroying the PHI is infeasible, Liine shall extend the protections of this BAA to such retained PHI indefinitely and limit further uses and disclosures of such PHI to those purposes that make the return or destruction infeasible, for so long as Liine maintains such PHI. Article V – Miscellaneous5. 1 Waiver of Breach. The waiver by either Party of a violation of any provision of this BAA shall not constitute a waiver of any subsequent breach of the same or another BAA provision. 5. 2 Severability. In the event that any provision of this BAA is held to be unenforceable for any reason, its unenforceability shall not affect the remainder of this BAA, which shall remain in full force and effect and enforceable in accordance with its terms. 5. 3 Amendments and Compliance. This BAA may only be amended by the written consent of both Parties. The Parties agree to amend this BAA from time to time as is necessary for Customer to comply with HIPAA. Any ambiguity in this BAA shall be resolved in favor of a meaning that permits Customer to comply with HIPAA. 5. 4 No Third-Party Beneficiaries. Nothing expressed or implied in this BAA shall confer, upon any person other than the Parties and their permitted assigns any rights, remedies, obligations, or liabilities whatsoever. 5. 5 Survival. The terms of this BAA that, by their nature, must survive the termination of this BAA to protect the party in whose favor they run (including but not limited to Articles IV and V) survive the termination of this BAA. 5. 6 Interpretation. The parties agree that, in the event of a conflict between the provisions of this BAA and the Agreement or any other documentation of the arrangement(s) pursuant to which Liine provides Covered Services to Customer, the provisions of this BAA will control to the extent necessary for the parties to comply with HIPAA. In the event of an inconsistency between the provisions of this BAA and mandatory provisions of the HIPAA Rules, this BAA shall be construed in a manner that permits both parties to comply with HIPAA. 5. 7 Indemnification; Limitation of Liability. Liine provides to Customer the indemnity set forth in Section 5 of the Agreement. The Parties expressly agree that, to the maximum extent permitted by applicable law, the exclusions and limitations of liability set forth in the Agreement shall apply to Liine’s liability and obligations under this BAA. --- ### Schedule A Demo - Online Scheduling Integration - Published: 2024-11-15 - Modified: 2024-11-15 - URL: https://www.liine.com/demo-online-scheduling/ Capture the impact of every call, form and *online booking* Liine is an AI-powered marketing analytics and optimization platform for multisite healthcare, dental and vet practices. Our platform integrates with the leading online scheduling systems so you can: Capture all calls, web leads and online bookings in one intuitive dashboard Track the patient journey across all marketing touchpoints Auto-optimize Google Ads campaigns to drive more patient bookings Book A Free Demo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. --- ### Schedule A Demo - Google Ad Presentation - Published: 2024-10-21 - Modified: 2024-10-30 - URL: https://www.liine.com/liine-demo/ Optimize Google Ads for patient bookings Liine is an AI-powered marketing analytics and optimization platform for multisite healthcare, dental and vet practices. Capture all interaction types in one intuitive dashboard De-dupe leads to track individuals, not interactions Auto-adjust Google Ads dollars for patient bookings Book A Free Demo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. 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Get A Demo https://www. youtube. com/watch? v=sbNDBG9NrsUTrusted by today's fastest-growing healthcare & dental organizations Stop guessing and start growing, faster /*! elementor-pro - v3. 19. 0 - 26-02-2024 */ . elementor-slides . swiper-slide-bg{background-size:cover;background-position:50%;background-repeat:no-repeat;min-width:100%;min-height:100%}. elementor-slides . swiper-slide-inner{background-repeat:no-repeat;background-position:50%;position:absolute;top:0;left:0;bottom:0;right:0;padding:50px;margin:auto}. elementor-slides . swiper-slide-inner,. elementor-slides . swiper-slide-inner:hover{color:#fff;display:flex}. elementor-slides . swiper-slide-inner . elementor-background-overlay{position:absolute;z-index:0;top:0;bottom:0;left:0;right:0}. elementor-slides . swiper-slide-inner . elementor-slide-content{position:relative;z-index:1;width:100%}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:35px;font-weight:700;line-height:1}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:17px;line-height:1. 4}. elementor-slides . swiper-slide-inner . elementor-slide-description:not(:last-child),. elementor-slides . swiper-slide-inner . elementor-slide-heading:not(:last-child){margin-bottom:30px}. elementor-slides . swiper-slide-inner . elementor-slide-button{border:2px solid #fff;color:#fff;background:transparent;display:inline-block}. elementor-slides . swiper-slide-inner . elementor-slide-button,. elementor-slides . swiper-slide-inner . elementor-slide-button:hover{background:transparent;color:inherit;text-decoration:none}. elementor--v-position-top . swiper-slide-inner{align-items:flex-start}. elementor--v-position-bottom . swiper-slide-inner{align-items:flex-end}. elementor--v-position-middle . swiper-slide-inner{align-items:center}. elementor--h-position-left . swiper-slide-inner{justify-content:flex-start}. elementor--h-position-right . swiper-slide-inner{justify-content:flex-end}. elementor--h-position-center . swiper-slide-inner{justify-content:center}body. rtl . elementor-widget-slides . elementor-swiper-button-next{left:10px;right:auto}body. rtl . elementor-widget-slides . elementor-swiper-button-prev{right:10px;left:auto}. elementor-slides-wrapper div:not(. swiper-slide)>. swiper-slide-inner{display:none}@media (max-width:767px){. elementor-slides . swiper-slide-inner{padding:30px}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:23px;line-height:1;margin-bottom:15px}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:13px;line-height:1. 4;margin-bottom:15px}} Effortlessly uncover revenue-driving insightsTrack every new patient lead with ZERO manual data entry Previous slide Next slide Integrated Marketing Analytics Optimize marketing activities and generate more leads Liine automatically captures, tracks, and de-duplicates patient interactions from across ALL channels. You'll finally have accurate, comprehensive reporting on lead volume, conversion rates, and marketing performance. Get A Demo AI-Enriched Call Tracking Identify and solve your appointment blockers Go beyond basic call tracking and transcripts. Trained on millions of real patient phone calls, Liine's AI is also able to turn conversational intelligence into high-value reporting. Get A Demo Automated Lead Management Faster, simpler lead follow-up Track all of your new patient leads and workflows in one place with zero data entry. Ditch the spreadsheets, save your staff hours of time, and boost conversion rates by connecting with new web leads in under 60 seconds. Get A Demo /*! elementor - v3. 19. 0 - 28-02-2024 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} --- ### Orthopedics Report - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/orthopedics-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Orthopedics MarketingBenchmark Report 2024 Edition Compared to other orthopedics practices, how does your organization perform? Liine analyzed data from over 75,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more. Download Orthopedics Report --- ### Oral and Maxillofacial Surgery Report - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/oral-and-maxillofacial-surgery-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Oral and Maxillofacial Surgery Marketing Benchmark Report 2024 Edition Compared to other oral and maxillofacial surgery practices, how does your organization perform? Liine analyzed data from over 145,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more. Download Oral and Maxillofacial Surgery Report --- ### Ophthalmology Report - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/ophthalmology-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Ophthalmology MarketingBenchmark Report 2024 Edition Compared to other ophthalmology practices, how does your organization perform? Liine analyzed data from over 16,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more. Download Ophthalmology Report --- ### Behavioral Health Report - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/behavioral-health-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Behavioral Health MarketingBenchmark Report 2024 Edition Compared to other behavioral health practices, how does your organization perform? Liine analyzed data from over 25,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more. Download Behavioral Health Report --- ### Dentistry Report - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/dentistry-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Dentistry MarketingBenchmark Report 2024 Edition Compared to other dental practices, how does your organization perform? Liine analyzed data from over 50,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more. Download Dentistry Report --- ### Aesthetics Report - Published: 2024-01-24 - Modified: 2024-01-26 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/aesthetics-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Aesthetics MarketingBenchmark Report 2024 Edition How are aesthetics practices getting new patients? Liine analyzed data from over 145,000 new patient inquiries to assemble patient acquisition benchmarks for:Marketing attributionConversion ratesStaff performanceReasons patients DON'T bookAnd more! Download Aesthetics Report --- ### Marketing Benchmark Reports - Published: 2024-01-24 - Modified: 2024-01-26 - URL: https://www.liine.com/healthcare-marketing-benchmark-report/ /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}2024 Healthcare MarketingBenchmark Reports How are specialty healthcare and dental practices getting new patients? Liine analyzed data from over 600,000 new patient inquiries to assemble patient acquisition benchmarks for: Marketing attribution Conversion rates Staff performance Reasons patients DON'T book And more! Download Summary Report Benchmarks By Healthcare Specialty Dentistry Download Aesthetics Download Ophthalmology Download Oral and Maxillofacial Surgery Download Orthopedics Download Behavioral Health Download --- ### Pricing - old - Published: 2024-01-03 - Modified: 2025-02-26 - URL: https://www.liine.com/our-pricing-old/ Get pricing Our all-inclusive pricing is based on call volume, making Liine affordable for practices of any size. Complimentary onboarding and implementation Unlimited users and support Web form lead management Automated marketing and funnel analytics 100% HIPAA compliant Active account management Get Pricing This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. Trusted by thousands of specialty healthcare and dental organizations --- ### Partners - NexHealth - Published: 2023-11-28 - Modified: 2023-11-29 - URL: https://www.liine.com/integrations-old/nexhealth/ /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Liine + NexHealth Capture 100% of new patient interactions, including online bookings through NexHealth. Marketing analytics for all calls, forms, and online bookings Reconcile duplicate leads across multiple touchpoints Track all leads and booking statuses in one place Get A Demo /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} CompleteMarketing Analytics Marketing attribution and tracking for 100% of your new patient phone calls, web forms, and online bookings ReliableLead Counts Automatically de-duplicate patient interactions across all calls, forms, and online bookings for accurate lead counts and conversion rates UnifiedReporting View all leads, booking statuses, marketing campaigns, staff performance, and more. All in one platform, with ZERO manual data entry /*! elementor - v3. 17. 0 - 08-11-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} Today's fastest growing practices are getting on Liine --- ### Partners - NextPatient - Published: 2023-10-30 - Modified: 2023-11-29 - URL: https://www.liine.com/integrations-old/nextpatient/ /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Liine + NextPatient Capture 100% of new patient interactions, including online bookings through NextPatient. Marketing analytics for all calls, forms, and online bookings Reconcile duplicate leads across multiple touchpoints Track all leads and booking statuses in one place Get A Demo /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} CompleteMarketing Analytics Marketing attribution and tracking for 100% of your new patient phone calls, web forms, and online bookings ReliableLead Counts Automatically de-duplicate patient interactions across all calls, forms, and online bookings for accurate lead counts and conversion rates UnifiedReporting View all leads, booking statuses, marketing campaigns, staff performance, and more. All in one platform, with ZERO manual data entry /*! elementor - v3. 17. 0 - 25-10-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} Today's fastest growing practices are getting on Liine --- ### Thank You - Subscription - Published: 2023-10-06 - Modified: 2023-10-06 - URL: https://www.liine.com/subscriber-thank-you/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Thanks for subscribing! 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Recent podcast episodes Latest blog posts --- ### Schedule A Demo - Aesthetics - Published: 2023-10-06 - Modified: 2023-10-12 - URL: https://www.liine.com/schedule-your-demo/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}See Liine in action Convert more leads into new patients . cls-1{fill:none;stroke-linecap:round;stroke-linejoin:round;stroke-width:2. 39px;stroke:url(#linear-gradient);}. cls-2{fill:#6a3ce9;} Grow practice revenue Optimize the patient experience Maximize ROI on marketing spend Align staff performance with practice goals Book A Free Demo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} --- ### Landing Page - What Is Liine? - Published: 2023-10-06 - Modified: 2023-10-06 - URL: https://www.liine.com/what-is-liine/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}HIPAA-Compliant Marketing Analytics Automated marketing attribution and tracking for 100% of your new patient phone calls, web forms, and online bookings. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Previous Next Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Easy to use, HIPAA compliant analytics Get A Demo Automatic tracking for every call Get A Demo /*! elementor-pro - v3. 16. 0 - 20-09-2023 */ . elementor-slides . swiper-slide-bg{background-size:cover;background-position:50%;background-repeat:no-repeat;min-width:100%;min-height:100%}. elementor-slides . swiper-slide-inner{background-repeat:no-repeat;background-position:50%;position:absolute;top:0;left:0;bottom:0;right:0;padding:50px;margin:auto}. elementor-slides . swiper-slide-inner,. elementor-slides . swiper-slide-inner:hover{color:#fff;display:flex}. elementor-slides . swiper-slide-inner . elementor-background-overlay{position:absolute;z-index:0;top:0;bottom:0;left:0;right:0}. elementor-slides . swiper-slide-inner . elementor-slide-content{position:relative;z-index:1;width:100%}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:35px;font-weight:700;line-height:1}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:17px;line-height:1. 4}. elementor-slides . swiper-slide-inner . elementor-slide-description:not(:last-child),. elementor-slides . swiper-slide-inner . elementor-slide-heading:not(:last-child){margin-bottom:30px}. elementor-slides . swiper-slide-inner . elementor-slide-button{border:2px solid #fff;color:#fff;background:transparent;display:inline-block}. elementor-slides . swiper-slide-inner . elementor-slide-button,. elementor-slides . swiper-slide-inner . elementor-slide-button:hover{background:transparent;color:inherit;text-decoration:none}. elementor--v-position-top . swiper-slide-inner{align-items:flex-start}. elementor--v-position-bottom . swiper-slide-inner{align-items:flex-end}. elementor--v-position-middle . swiper-slide-inner{align-items:center}. elementor--h-position-left . swiper-slide-inner{justify-content:flex-start}. elementor--h-position-right . swiper-slide-inner{justify-content:flex-end}. elementor--h-position-center . swiper-slide-inner{justify-content:center}body. rtl . elementor-widget-slides . elementor-swiper-button-next{left:10px;right:auto}body. rtl . elementor-widget-slides . elementor-swiper-button-prev{right:10px;left:auto}. elementor-slides-wrapper div:not(. swiper-slide)>. swiper-slide-inner{display:none}@media (max-width:767px){. elementor-slides . swiper-slide-inner{padding:30px}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:23px;line-height:1;margin-bottom:15px}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:13px;line-height:1. 4;margin-bottom:15px}} Previous slide Next slide /*! elementor - v3. 16. 0 - 20-09-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} --- ### Landing Page - Lead Management - Published: 2023-10-06 - Modified: 2023-10-06 - URL: https://www.liine.com/lead-management-for-healthcare/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Lead ManagementSoftware For Healthcare & Dental Practices Automated lead capture, status tracking, and marketing attribution for 100% of your new patient phone calls, web forms, and online bookings. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Previous Next Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Easy to use, HIPAA compliant analytics Get A Demo Automatic tracking for every call Get A Demo /*! elementor-pro - v3. 16. 0 - 20-09-2023 */ . elementor-slides . swiper-slide-bg{background-size:cover;background-position:50%;background-repeat:no-repeat;min-width:100%;min-height:100%}. elementor-slides . swiper-slide-inner{background-repeat:no-repeat;background-position:50%;position:absolute;top:0;left:0;bottom:0;right:0;padding:50px;margin:auto}. elementor-slides . swiper-slide-inner,. elementor-slides . swiper-slide-inner:hover{color:#fff;display:flex}. elementor-slides . swiper-slide-inner . elementor-background-overlay{position:absolute;z-index:0;top:0;bottom:0;left:0;right:0}. elementor-slides . swiper-slide-inner . elementor-slide-content{position:relative;z-index:1;width:100%}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:35px;font-weight:700;line-height:1}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:17px;line-height:1. 4}. elementor-slides . swiper-slide-inner . elementor-slide-description:not(:last-child),. elementor-slides . swiper-slide-inner . elementor-slide-heading:not(:last-child){margin-bottom:30px}. elementor-slides . swiper-slide-inner . elementor-slide-button{border:2px solid #fff;color:#fff;background:transparent;display:inline-block}. elementor-slides . swiper-slide-inner . elementor-slide-button,. elementor-slides . swiper-slide-inner . elementor-slide-button:hover{background:transparent;color:inherit;text-decoration:none}. elementor--v-position-top . swiper-slide-inner{align-items:flex-start}. elementor--v-position-bottom . swiper-slide-inner{align-items:flex-end}. elementor--v-position-middle . swiper-slide-inner{align-items:center}. elementor--h-position-left . swiper-slide-inner{justify-content:flex-start}. elementor--h-position-right . swiper-slide-inner{justify-content:flex-end}. elementor--h-position-center . swiper-slide-inner{justify-content:center}body. rtl . elementor-widget-slides . elementor-swiper-button-next{left:10px;right:auto}body. rtl . elementor-widget-slides . elementor-swiper-button-prev{right:10px;left:auto}. elementor-slides-wrapper div:not(. swiper-slide)>. swiper-slide-inner{display:none}@media (max-width:767px){. elementor-slides . swiper-slide-inner{padding:30px}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:23px;line-height:1;margin-bottom:15px}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:13px;line-height:1. 4;margin-bottom:15px}} Previous slide Next slide /*! elementor - v3. 16. 0 - 20-09-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} Healthcare CRM Frequently Asked Questions /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-accordion{text-align:left}. elementor-accordion . elementor-accordion-item{border:1px solid #d5d8dc}. elementor-accordion . elementor-accordion-item+. elementor-accordion-item{border-top:none}. elementor-accordion . elementor-tab-title{margin:0;padding:15px 20px;font-weight:700;line-height:1;cursor:pointer;outline:none}. elementor-accordion . elementor-tab-title . elementor-accordion-icon{display:inline-block;width:1. 5em}. elementor-accordion . elementor-tab-title . elementor-accordion-icon svg{width:1em;height:1em}. elementor-accordion . elementor-tab-title . elementor-accordion-icon. elementor-accordion-icon-right{float:right;text-align:right}. elementor-accordion . elementor-tab-title . elementor-accordion-icon. elementor-accordion-icon-left{float:left;text-align:left}. elementor-accordion . elementor-tab-title . elementor-accordion-icon . elementor-accordion-icon-closed{display:block}. elementor-accordion . elementor-tab-title . elementor-accordion-icon . elementor-accordion-icon-opened,. elementor-accordion . elementor-tab-title. elementor-active . elementor-accordion-icon-closed{display:none}. elementor-accordion . elementor-tab-title. elementor-active . elementor-accordion-icon-opened{display:block}. elementor-accordion . elementor-tab-content{display:none;padding:15px 20px;border-top:1px solid #d5d8dc}@media (max-width:767px){. elementor-accordion . elementor-tab-title{padding:12px 15px}. elementor-accordion . elementor-tab-title . elementor-accordion-icon{width:1. 2em}. elementor-accordion . elementor-tab-content{padding:7px 15px}}. e-con-inner>. elementor-widget-accordion,. e-con>. elementor-widget-accordion{width:var(--container-widget-width);--flex-grow:var(--container-widget-flex-grow)} Is Hubspot HIPAA Compliant? No, Hubspot makes it very clear that sensitive information such as PHI is not allowed on their platform. Is Salesforce HIPAA Compliant? Salesforce is actually a set of products and services, and so the answer may slightly differ for each. Much of Salesforce can be made HIPAA compliant if you reach out to a representative, sign a Business Associate Agreement (BAA), and enable Salesforce Shield. Salesforce does have strict security and encryption that helps keep PHI secure. However, according to hipaajournal. com, it appears that the Salesforce Marketing Cloud is not HIPAA compliant. Is Zoho HIPAA Compliant Zoho provides features that assist customers in complying with HIPAA. Encryption on individual data fields can be toggled on, and certain sensitive data can be restricted from transfers. Zoho requires HIPAA covered entities to sign a Business Associate Agreement (BAA). Is Keap HIPAA Compliant? Out of the box, Keap is not able to be used by HIPAA controlled entities. However, the platform can be switched to a mode with HIPAA security controls. You will need to sign a Business Associate Agreement (BAA) on how you and Keap will process and secure PHI. Even with this mode enabled, certain functionalities within Keap such as email, SMS, and VoIP are not HIPAA compliant. Is Liine HIPAA Compliant? Of course. Liine is purpose-built for healthcare and dental practices. How Is Liine Different From Traditional CRMs? In many ways! In short, Liine is built to capture better, more relevant data for healthcare practices – and to reduce the workload for staff. Rather than adding another tool where staff must manually track calls and patient data, Liine works automatically as your staff answer the phones. Liine tracks every new patient across all their touchpoints, and our AI is able to capture exactly what happens on every phone call. Traditional CRMs are built for professional sales and success teams, and are designed to work with the widest possible variety of customer types. Teams keep their CRM open, manually track interactions, and “work” deals through their lifecycle. This means healthcare practices inevitably find them overly complex to set up, maintain, and use. In fact, it is very common for companies to have dedicated administrators for these platforms. How Does Liine Track MORE Data With NO Data Entry? Liine is doing quite a few things to make CRM incredibly simple for the customer. We provide detailed insights into marketing attribution, operational issues, and staff performance. We automate web form follow-up. And we do it all with zero manual data entry. Among other things, our behind-the-scenes methodology involves number pools, dynamic number insertion, web session tracking, and a powerful speach-analytics AI. When someone calls your practice – whether it’s from a website, a digital ad, a billboard, a radio ad – session data and unique phone numbers let us know exactly where they came from. Through our systems, our advanced AI, and a bit of magic, we then automatically pull many data points from the phone conversation. Which staff member answered the call? Was this a new patient or not? What treatment did they request? Did they book an appointment or not. If not, why? In short, Liine is tracking accurate, complete data for every single interaction. --- ### Landing Page - HIPAA Compliant CRM - Published: 2023-10-06 - Modified: 2025-02-26 - URL: https://www.liine.com/hipaa-compliant-crm/ HIPAA-Compliant Marketing Analytics Automated lead capture, status tracking, and marketing attribution for 100% of your new patient phone calls, web forms, and online bookings. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Easy to use, HIPAA compliant analytics Get A Demo Automatic tracking for every call Get A Demo Healthcare CRM Frequently Asked Questions Is Hubspot HIPAA Compliant? No, Hubspot makes it very clear that sensitive information such as PHI is not allowed on their platform. Is Salesforce HIPAA Compliant? Salesforce is actually a set of products and services, and so the answer may slightly differ for each. Much of Salesforce can be made HIPAA compliant if you reach out to a representative, sign a Business Associate Agreement (BAA), and enable Salesforce Shield. Salesforce does have strict security and encryption that helps keep PHI secure. However, according to hipaajournal. com, it appears that the Salesforce Marketing Cloud is not HIPAA compliant. Is Zoho HIPAA Compliant Zoho provides features that assist customers in complying with HIPAA. Encryption on individual data fields can be toggled on, and certain sensitive data can be restricted from transfers. Zoho requires HIPAA covered entities to sign a Business Associate Agreement (BAA). Is Keap HIPAA Compliant? Out of the box, Keap is not able to be used by HIPAA controlled entities. However, the platform can be switched to a mode with HIPAA security controls. You will need to sign a Business Associate Agreement (BAA) on how you and Keap will process and secure PHI. Even with this mode enabled, certain functionalities within Keap such as email, SMS, and VoIP are not HIPAA compliant. Is Liine HIPAA Compliant? Of course. Liine is purpose-built for healthcare and dental practices. How Is Liine Different From Traditional CRMs? In many ways! In short, Liine is built to capture better, more relevant data for healthcare practices – and to reduce the workload for staff. Rather than adding another tool where staff must manually track calls and patient data, Liine works automatically as your staff answer the phones. Liine tracks every new patient across all their touchpoints, and our AI is able to capture exactly what happens on every phone call. Traditional CRMs are built for professional sales and success teams, and are designed to work with the widest possible variety of customer types. Teams keep their CRM open, manually track interactions, and “work” deals through their lifecycle. This means healthcare practices inevitably find them overly complex to set up, maintain, and use. In fact, it is very common for companies to have dedicated administrators for these platforms. How Does Liine Track MORE Data With NO Data Entry? Liine is doing quite a few things to make CRM incredibly simple for the customer. We provide detailed insights into marketing attribution, operational issues, and staff performance. We automate web form follow-up. And we do it all with zero manual data entry. Among other things, our behind-the-scenes methodology involves number pools, dynamic number insertion, web session tracking, and a powerful speach-analytics AI. When someone calls your practice – whether it’s from a website, a digital ad, a billboard, a radio ad – session data and unique phone numbers let us know exactly where they came from. Through our systems, our advanced AI, and a bit of magic, we then automatically pull many data points from the phone conversation. Which staff member answered the call? Was this a new patient or not? What treatment did they request? Did they book an appointment or not. If not, why? In short, Liine is tracking accurate, complete data for every single interaction. --- ### Landing Page - Call Tracking Dental - Published: 2023-10-06 - Modified: 2023-10-09 - URL: https://www.liine.com/dental-practice-call-tracking/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Call Tracking For Dental Practices Liine's AI-enhanced call tracking provides deeper conversational insights with no data entry. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Previous Next Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Easy to use call insights Get A Demo Automatic tracking for every call Get A Demo /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-testimonial-wrapper{overflow:hidden;text-align:center}. elementor-testimonial-wrapper . elementor-testimonial-content{font-size:1. 3em;margin-bottom:20px}. elementor-testimonial-wrapper . elementor-testimonial-name{line-height:1. 5;display:block}. elementor-testimonial-wrapper . elementor-testimonial-job{font-size:. 85em;display:block}. elementor-testimonial-wrapper . elementor-testimonial-meta{width:100%;line-height:1}. elementor-testimonial-wrapper . elementor-testimonial-meta-inner{display:inline-block}. elementor-testimonial-wrapper . elementor-testimonial-meta . elementor-testimonial-details,. elementor-testimonial-wrapper . elementor-testimonial-meta . elementor-testimonial-image{display:table-cell;vertical-align:middle}. elementor-testimonial-wrapper . elementor-testimonial-meta . elementor-testimonial-image img{width:60px;height:60px;border-radius:50%;-o-object-fit:cover;object-fit:cover;max-width:none}. elementor-testimonial-wrapper . elementor-testimonial-meta. elementor-testimonial-image-position-aside . elementor-testimonial-image{padding-right:15px}. elementor-testimonial-wrapper . elementor-testimonial-meta. elementor-testimonial-image-position-aside . elementor-testimonial-details{text-align:left}. elementor-testimonial-wrapper . elementor-testimonial-meta. elementor-testimonial-image-position-top . elementor-testimonial-details,. elementor-testimonial-wrapper . elementor-testimonial-meta. elementor-testimonial-image-position-top . elementor-testimonial-image{display:block}. elementor-testimonial-wrapper . elementor-testimonial-meta. elementor-testimonial-image-position-top . elementor-testimonial-image{margin-bottom:20px} 82x Return On Investment"We are able to convert leads in real-time, which allows us to keep the momentum for optimal case acceptance. " Dr. Josh Zukerman, DDS Chapel Hill Location, Carolinas Dentist /*! elementor - v3. 16. 0 - 20-09-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} --- ### Landing Page - Call Tracking - Published: 2023-10-06 - Modified: 2023-10-09 - URL: https://www.liine.com/healthcare-call-tracking/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Call Tracking For Growth-Focused Practices Liine's AI-enhanced call tracking provides deeper conversational insights with no data entry. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Previous Next Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Easy to use call insights Get A Demo Automatic tracking for every call Get A Demo /*! elementor-pro - v3. 16. 0 - 20-09-2023 */ . elementor-slides . swiper-slide-bg{background-size:cover;background-position:50%;background-repeat:no-repeat;min-width:100%;min-height:100%}. elementor-slides . swiper-slide-inner{background-repeat:no-repeat;background-position:50%;position:absolute;top:0;left:0;bottom:0;right:0;padding:50px;margin:auto}. elementor-slides . swiper-slide-inner,. elementor-slides . swiper-slide-inner:hover{color:#fff;display:flex}. elementor-slides . swiper-slide-inner . elementor-background-overlay{position:absolute;z-index:0;top:0;bottom:0;left:0;right:0}. elementor-slides . swiper-slide-inner . elementor-slide-content{position:relative;z-index:1;width:100%}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:35px;font-weight:700;line-height:1}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:17px;line-height:1. 4}. elementor-slides . swiper-slide-inner . elementor-slide-description:not(:last-child),. elementor-slides . swiper-slide-inner . elementor-slide-heading:not(:last-child){margin-bottom:30px}. elementor-slides . swiper-slide-inner . elementor-slide-button{border:2px solid #fff;color:#fff;background:transparent;display:inline-block}. elementor-slides . swiper-slide-inner . elementor-slide-button,. elementor-slides . swiper-slide-inner . elementor-slide-button:hover{background:transparent;color:inherit;text-decoration:none}. elementor--v-position-top . swiper-slide-inner{align-items:flex-start}. elementor--v-position-bottom . swiper-slide-inner{align-items:flex-end}. elementor--v-position-middle . swiper-slide-inner{align-items:center}. elementor--h-position-left . swiper-slide-inner{justify-content:flex-start}. elementor--h-position-right . swiper-slide-inner{justify-content:flex-end}. elementor--h-position-center . swiper-slide-inner{justify-content:center}body. rtl . elementor-widget-slides . elementor-swiper-button-next{left:10px;right:auto}body. rtl . elementor-widget-slides . elementor-swiper-button-prev{right:10px;left:auto}. elementor-slides-wrapper div:not(. swiper-slide)>. swiper-slide-inner{display:none}@media (max-width:767px){. elementor-slides . swiper-slide-inner{padding:30px}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:23px;line-height:1;margin-bottom:15px}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:13px;line-height:1. 4;margin-bottom:15px}} Previous slide Next slide /*! elementor - v3. 16. 0 - 20-09-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} --- ### Landing Page - HIPAA Compliant Analytics - Published: 2023-10-04 - Modified: 2025-02-28 - URL: https://www.liine.com/hipaa-compliant-marketing-analytics/ /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}HIPAA-Compliant Marketing Analytics Automated marketing attribution and tracking for 100% of your new patient phone calls, web forms, and online bookings. Zero manual data entry HIPAA-compliant 9. 8 Customer satisfaction rating 90-Day satisfaction guarantee Get A Demo /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Previous Next Without the right data, your practice is operating in the dark New Patient Lead Analytics Automatically track 100% of new patient phone calls, web form submissions, and online bookings in one place with deep analytical insights. Reasons Not Booked See exactly why new patients are NOT booking appointments. Catch misaligned marketing campaigns, operational issues, or staff training opportunities. Automated Lead Follow-Up Connect with web form inquiries in seconds, increasing booking rates by 3x. Auto-text missed connections. Better Marketing Attribution HIPAA-compliant marketing analytics for 100% of new patient leads. Automatically track lead-to-appointment conversion rates for each channel and/or campaign. Staff Performance Metrics See booking rates and reasons-not-booked for each staff member. Identify star performers as well as training opportunities. Zero Data Entry Liine uses advanced call & web session tracking, plus a conversational AI to accurately capture detailed insights from every new lead. Including updates from follow-up activities. Get A Demo 76%More EffectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore EfficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction ScoreOur customers give us a 9. 8 out of 10 when asked, "How likely are you to recommend Liine to other practices? " Stop guessing and start growing, faster Automated marketing analytics Capture 100% of marketing funnel metrics with no data entry. Discover which channels are driving new patients AND which are actually converting to appointments. Plan your marketing efforts based off more accurate, more useful data. Get A Demo Insights into staff performance View booking rates for every staff member to identify top performers. Detailed reports such as "reasons not booked" can reveal where each staff member struggles, so you can provide effective training. Get A Demo X-Ray vision for new patient calls Like magic, Liine collects complete & accurate data for every new patient lead. Thanks to a proprietary conversational AI, Liine is even able to capture data points from within phone conversations. Get A Demo Easy to use, HIPAA compliant analytics Get A Demo Automatic tracking for every call Get A Demo /*! elementor-pro - v3. 17. 0 - 25-10-2023 */ . elementor-slides . swiper-slide-bg{background-size:cover;background-position:50%;background-repeat:no-repeat;min-width:100%;min-height:100%}. elementor-slides . swiper-slide-inner{background-repeat:no-repeat;background-position:50%;position:absolute;top:0;left:0;bottom:0;right:0;padding:50px;margin:auto}. elementor-slides . swiper-slide-inner,. elementor-slides . swiper-slide-inner:hover{color:#fff;display:flex}. elementor-slides . swiper-slide-inner . elementor-background-overlay{position:absolute;z-index:0;top:0;bottom:0;left:0;right:0}. elementor-slides . swiper-slide-inner . elementor-slide-content{position:relative;z-index:1;width:100%}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:35px;font-weight:700;line-height:1}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:17px;line-height:1. 4}. elementor-slides . swiper-slide-inner . elementor-slide-description:not(:last-child),. elementor-slides . swiper-slide-inner . elementor-slide-heading:not(:last-child){margin-bottom:30px}. elementor-slides . swiper-slide-inner . elementor-slide-button{border:2px solid #fff;color:#fff;background:transparent;display:inline-block}. elementor-slides . swiper-slide-inner . elementor-slide-button,. elementor-slides . swiper-slide-inner . elementor-slide-button:hover{background:transparent;color:inherit;text-decoration:none}. elementor--v-position-top . swiper-slide-inner{align-items:flex-start}. elementor--v-position-bottom . swiper-slide-inner{align-items:flex-end}. elementor--v-position-middle . swiper-slide-inner{align-items:center}. elementor--h-position-left . swiper-slide-inner{justify-content:flex-start}. elementor--h-position-right . swiper-slide-inner{justify-content:flex-end}. elementor--h-position-center . swiper-slide-inner{justify-content:center}body. rtl . elementor-widget-slides . elementor-swiper-button-next{left:10px;right:auto}body. rtl . elementor-widget-slides . elementor-swiper-button-prev{right:10px;left:auto}. elementor-slides-wrapper div:not(. swiper-slide)>. swiper-slide-inner{display:none}@media (max-width:767px){. elementor-slides . swiper-slide-inner{padding:30px}. elementor-slides . swiper-slide-inner . elementor-slide-heading{font-size:23px;line-height:1;margin-bottom:15px}. elementor-slides . swiper-slide-inner . elementor-slide-description{font-size:13px;line-height:1. 4;margin-bottom:15px}} Previous slide Next slide /*! elementor - v3. 17. 0 - 25-10-2023 */ body. elementor-page . elementor-widget-menu-anchor{margin-bottom:0} --- ### Integrations - old - Published: 2023-09-28 - Modified: 2025-02-26 - URL: https://www.liine.com/integrations-old/ Featured Integrations Connect Liine's powerful data with your existing technologies using our no-code integrations. @media only screen and (max-width: 2399px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 16. 6666666667%; } }@media only screen and (max-width: 1024px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 33. 3333333333%; } }@media only screen and (max-width: 767px) { . elementor-element. elementor-element-d913265 . eael-filterable-gallery-item-wrap { width: 50%; } } AllOnline BookingPhone SystemscrmsMarketing ToolsCall Tracking NextPatient Luma Health Nexhealth Birdeye Clearwave Axle Keona Health Weave RingCentral Nextiva GoTo 8x8 Sangoma Mango Vonage Ooma 3CX Google Analytics JotForm Gravity Forms Mailchimp Constant Contact ClickUp funnel. io HighLevel Keap Google Sheets Salesforce Hubspot CallTrackingMetrics CallRail WhatConverts Convirza Other Integrations Liine integrates with any VoIP phone system, as well as most non-VoIP systems. If your preferred technology is not listed, let us know. We are always adding more! Get A Demo --- ### Terms of Service - OLD - Published: 2023-09-26 - Modified: 2025-01-16 - URL: https://www.liine.com/terms-of-service/ /*! elementor - v3. 23. 0 - 23-07-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Terms of Service 1. OVERVIEWWelcome to the family of services provided by Liine, Inc. (“Liine”). These Terms of Service and, as applicable, the Order Form (collectively, the “Agreement”) apply to all Services provided by Liine, including, but not limited to, reporting, monitoring, training and coaching (“Services”). In order to make use of the Services provided by Liine, you (hereinafter referred to as "you" or “your”) must first read this Agreement and accept it. You may not avail yourself of the Services if you do not accept this Agreement and the terms therein. You accept the terms of the Agreement by signing the Liine Order Form (“Order Form”) or by using the Liine Services. In the latter case, you understand and agree that we will treat your use of the Services as acceptance of the terms of this Agreement from that point onwards. The date on which you sign the Order Form is herein referred to as the Effective Date (“Effective Date”). By signing the Order Form or using the Services, you represent that you have read and agree to the terms and conditions of this Agreement. If you are accepting on behalf of your employer or another entity, you represent and warrant that: (i) you have full legal authority to bind your employer, or the applicable entity, to this Agreement; (ii) you have read and understand this Agreement; and (iii) you agree, on behalf of the party that you represent, to this Agreement. If you don’t have the legal authority to bind your employer or the applicable entity, please do not sign the Order Form or use the Services. Liine reserves the right to change the terms of this Agreement from time to time. Any updates to these Terms shall be posted on this website. You acknowledge your responsibility to review these Terms from time to time and to be aware of any such changes. By continuing to use any of the Liine Services after we post any such changes, you accept the terms of this Agreement, as modified. 2. SERVICESSubject to the terms of this Agreement, Liine will, for the Term specified on the Order Form, provide you the Services described on the Order Form. Liine may from time to time make available to you additional functionality for an additional charge. If (a) Liine sends you an email to describing the additional functionality and the fees for such functionality and (b) you commence using such functionality in any respect, then (i) you must pay such additional fees for the Term and (ii) the Order Form will be deemed amended to include such additional fees and functionality as part of the Services. 3. OWNERSHIP3. 1 Intellectual Property. In connection with providing the Services Liine may use materials (including, but not limited to, instructional videos, evaluation forms, sales scripts, sales messaging, reports, talk tracks and educational materials) (collectively, “Materials”) and certain software (the “Software”). All Materials and Software (whether unaltered or customized at your direction; in physical or electronic form) shall be the sole and exclusive intellectual property of Liine and are licensed to you for the sole purpose of internal use. Save as expressly set out in this Agreement, you will treat Materials as the Confidential Information of Liine (and subject to the terms of Section 6) and will not distribute or share Materials with any third party or use Materials for any purpose other than internal use per the terms of this Agreement. You will not (a) modify, reverse engineer, decompile, disassemble, create derivative works based on, sublicense, or distribute the Software; or (b) license, distribute or lease any rights in the Software. Liine reserves all rights not expressly granted in this Agreement, and no licenses are granted by Seller under this Agreement. 3. 2 Your Content. As between you and Liine, you will own any information, data, text, content, videos, images, audio recordings, graphics, and /or other types of content, information and/or data that you post, provide, or upload to the Services, or collect through the Services (collectively, your “Content”), excluding the Materials. To enable Liine to provide the Services, you grant to Liine a non-exclusive, non-transferable, revocable, royalty-free, license, to access, use, and copy, your Content as necessary to provide the Services for your benefit. Liine will use and disclose your Content only to provide the Services and perform its obligations under this Agreement, or otherwise in accordance with agreed-upon written instructions that you provide to Liine. 3. 3 Aggregated and De-identified Data. In the course of providing the Services, Liine may obtain or derive from your Content and your use of the Services data related to (i) your participation in the Services; and (ii) your performance and results both prior to and after the Services have been provided. Notwithstanding anything to the contrary in this Agreement, Liine is free to use this data for any and all purposes; provided, that (1) all such data has been de-identified so that neither the identity of you nor any personally identifiable information for any individual has been disclosed, and (2) all such data is used only in an aggregated format such that no single transaction, company, event, or individual can be identified. 4. DISCLAIMER OF WARRANTY AND LIMITATION OF LIABILITY4. 1 LIINE EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE SERVICES PROVIDED BY LIINE HEREUNDER. THE SERVICES PROVIDED BY LIINE HEREUNDER WILL BE CONSTRUED SOLELY AS STATEMENTS OF OPINION AND NOT STATEMENTS OF FACT. ALL SERVICES ARE PROVIDED “AS IS” AND LIINE DOES NOT PROMISE OR GUARANTY ANY SALES RESULTS OR THAT THE SERVICES WILL MEET ANY SPECIFIC REQUIREMENTS OTHER THAN AS MAY BE EXPRESSLY SET FORTH IN THESE TERMS. LIINE DOES NOT WARRANT THAT THE USE OF THE SERVICES WILL BE UNINTERRUPTED OR ERROR FREE. YOU ACKNOWLEDGE THAT ANY PERFORMANCE RESULTS BASED ON THE SERVICES PROVIDED UNDER THIS AGREEMENT ARE DEPENDENT ON A VARIETY OF FACTORS AND FUTURE MARKET CONDITIONS, AND YOUR RESULTS MAY VARY. FURTHER, WHILE LIINE UTILIZES ELECTRONIC AND PHYSICAL SECURITY TO REDUCE THE RISK OF IMPROPER ACCESS TO OR MANIPULATION OF DATA DURING TRANSMISSION AND STORAGE, IT CANNOT GUARANTEE THE SECURITY OR INTEGRITY OF THE DATA AND SHALL HAVE NO LIABILITY FOR BREACHES OF SECURITY OR INTEGRITY OR THIRD-PARTY INTERCEPTION IN TRANSIT, NOR SHALL LIINE BE RESPONSIBLE FOR ANY DATA LOSS OR LOSS OF ANY INFORMATION IN YOUR ACCOUNT, REGARDLESS OF THE CAUSE. TO THE EXTENT PERMITTED BY LAW, YOUR SOLE REMEDY FOR A BREACH OF THIS AGREEMENT BY LIINE, OR ANY OTHER CLAIM FOR DAMAGES ARISING FROM OR RELATED TO THIS AGREEMENT, REGARDLESS OF THE LEGAL THEORY, SHALL BE EITHER A RE-PERFORMANCE OF THE SERVICES OR A REFUND OF THE APPLICABLE FEES. 4. 2 UNDER NO CIRCUMSTANCES WILL LIINE BE LIABLE TO YOU FOR ANY SPECIAL, INDIRECT, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES OF ANY KIND FOR ANY REASON WHATSOEVER, EVEN IF LIINE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OCCURRING. ADDITIONALLY, IN NO EVENT SHALL LIINE’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE AMOUNT OF FEES ACTUALLY PAID BY YOU TO LIINE UNDER THIS AGREEMENT DURING THE TWELVE (12)-MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM. THE FOREGOING EXCLUSIONS AND LIMITATIONS OF LIABILITY SHALL APPLY NOTWITHSTANDING THE FAILURE OF ANY AGREED OR OTHER REMEDY OF ITS ESSENTIAL PURPOSE AND SHALL APPLY REGARDLESS OF THE LEGAL OR EQUITABLE THEORY UPON WHICH THE CLAIM IS BASED (WHETHER BASED ON BREACH OF CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, PRODUCTS LIABILITY OR OTHERWISE); PROVIDED HOWEVER NOTHING IN THIS AGREEMENT SHALL APPLY TO EXCLUDE OR LIMIT LIINE’S LIABILITY FOR DEATH OR PERSONAL INJURY IF CAUSED BY GROSS NEGLIGENCE OR ANY OTHER LIABILITY THAT CANNOT BY LAW BE EXCLUDED. 5. INDEMNIFICATIONYou agree to indemnify, defend and hold us, our affiliates and licensors, each of our and their business partners and each of our and their respective employees, officers, directors and representatives, harmless from and against any and all claims, losses, damages, liabilities, judgments, penalties, fines, costs and expenses (including reasonable attorneys’ fees), arising out of or in connection with any claim arising out of your use of the Services in a manner not authorized by this Agreement, and/or in violation of this Agreement, the applicable restrictions or applicable laws, rules or regulations. 6. CONFIDENTIALITYEach party agrees to maintain Confidential Information (as defined below) received from the other in confidence and, except as set forth herein or as required to perform its obligations hereunder, to neither use nor disclose such Confidential Information, without the prior written approval of the disclosing party, or as required to comply with any order of a court or any applicable rule, regulation or law of any jurisdiction. In the event that a receiving party is required by judicial or administrative process to disclose Confidential Information of the disclosing party, it shall promptly notify the disclosing party and allow the disclosing party a reasonable time to oppose such process. Each receiving party may disclose the Confidential Information of the disclosing party to the receiving party’s employees and agents on a need-to-know basis, and each receiving party will be liable for the breach of this Agreement by its employees and agents. Each party shall protect Confidential Information of the other by using the same degree of care, but not less than a reasonable degree of care, to prevent unauthorized disclosure or use as that party uses to protect its own confidential information. The foregoing obligations shall remain in force for two (2) years following any termination or expiration of this Agreement. Upon termination or expiration of this Agreement, each party agrees to return or destroy all Confidential Information received from the other, at the written request of such other party; provided, however that each party may: (i) keep one copy of the Confidential Information for its records; and (ii) retain digital copies of Confidential Information that were created in the normal course of IT back-up and recovery procedures, and such copies of retained Confidential Information shall continue to be subject to the terms of this Agreement. For the purposes of this Agreement, "Confidential Information" means any information received by one party (the “receiving party”) from the other party (the “disclosing party”) of which the receiving party has been informed or has a reasonable basis to believe is confidential to the disclosing party, unless such information: (1) was known to the receiving party prior to receipt from the disclosing party; (2) was lawfully available to the public prior to receipt from the disclosing party; (3) becomes lawfully available to the public after receipt from the disclosing party, through no act or omission on the part of the receiving party; (4) corresponds in substance to any information received in good faith by the receiving party from any third party without restriction as to confidentiality; or (5) is independently developed by an employee or agent of the receiving party who has not received or had access to such information. 7. NON-SOLICITWithout the written consent of Liine, you agree that for the period commencing on the Effective Date and continuing until two (2) years following the last date of Liine’s provision of Services to you, you will not solicit for employment, entice away, induce or encourage any person who is or shall have been an employee of or consultant to Liine involved in the implementation, performance or monitoring of the Services to leave or seek to leave his or her position with Liine, regardless of whether or not that employee or consultant acts in breach of his or her contract of employment or consultancy agreement with Liine (or any associated company) by doing so. This is considered reasonable by Liine and you, and you acknowledge that this is reasonably necessary for the protection of the commercial interests of Liine. 8. COMPLIANCE 8. 1 You represent and warrant that you do not intend to and will not knowingly supply or use Liine Services or Materials in violation of any law, rule or regulation. You agree that you will immediately notify Liine if these circumstances change. If you breach this Section 8, in addition to any other rights or remedies Liine may have, Liine may immediately terminate the Agreement. 8. 2 You are responsible for using the Services in a manner that complies with any laws that apply to your Content, including laws related to privacy, personal data, biometric data, data protection, and the recording and confidentiality of communications, and for configuring any features made available through the Services in a manner that complies with your obligations under those laws or regulations. You represent and warrant that you have obtained any authorizations or consents, and provided any notices, that are or may be required under those laws or regulations before using the Services to collect, store, process, or transmit your Content. 8. 3 If and to the extent you are a “covered entity” or a “business associate” and your Content includes "protected health information," as those terms are defined in 45 CFR § 160. 103, the HIPAA Business Associate Addendum (“BAA”) attached as Exhibit A hereto will apply to Liine’s provision and your use of the Services. You agree that the BAA will apply only to systems that Liine controls and operates to provide the Services, and only when you have applied the required configuration settings, if any, that Liine makes known to you in writing from time to time. You further agree that the BAA will not apply to, and Liine will have no responsibility for, any third-party applications, systems, devices, or communications networks that you or others use to transmit your Content to or from, or otherwise communicate with, the Services, and that Liine does not act as, nor have the obligations of, a “business associate,” as defined in 45 CFR § 160. 103, with respect to your Content when you send it to or from locations or recipients outside the Services. 8. 4 Without limiting the generality of any other obligations you assume under these Terms of Service, you specifically represent and warrant that you are aware of, are in compliance with, and will remain in compliance with the U. S. Department of Health and Human Services current guidance on the use of online tracking and related technologies by HIPAA covered entities and business associates, and that you will immediately notify Liine if these circumstances change. 8. 5 To the extent set forth in your Order Form, Liine may enable integrations between the Services and your own or certain third-party software or systems that you wish to use in conjunction with the Software (collectively, “Third-Party Systems”) to enable the communication of data between the Services and such Third-Party Systems. As between you and us, you will be solely responsible for obtaining (at your sole cost and expense) the appropriate licenses to and accounts on the Third-Party Systems that are necessary to enable such integrations using such application programming interfaces or other similar connectors (collectively, “APIs”). As between you and us, you will be responsible for verifying whether (and you hereby represent and warrant to us that) the establishment and on-going operation of any integrations between the Services and the Third-Party Systems as contemplated by this Agreement and your Order Form are and will be in compliance with the terms and conditions of the applicable license agreements for the Third-Party Systems and in compliance with applicable laws, rules and regulations (including, but not limited to, HIPAA where applicable). NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, ANY SUCH INTEGRATIONS ARE PROVIDED TO YOU BY LIINE “AS IS,” “AS AVAILABLE” AND WITHOUT REPRESENTATION OR WARRANTY OF ANY KIND. Notwithstanding anything to the contrary in this Agreement, Liine does not make any, and Liine hereby disclaims any and all, representations or warranties with respect to the Third-Party Systems, including (but not limited to) any representations or warranties as to the quality, accuracy, availability, operation or performance of the Third-Party Systems or as to the capabilities, features or functionality, suitability, legality or appropriateness of such Third-Party Systems for use in your business or for use in connection with the Services, and you acknowledge and agree that we will not be liable to you or any other person or entity for losses, damages, costs or expenses of any kind or nature to the extent resulting from any failure, interruption, delay, error, breach (including breach of security) or other problem of or caused by any Third-Party Systems. 9. PAYMENT OF FEES9. 1 In consideration for the Services, you will pay Liine the fees set forth in the Order Form in accordance with the terms therein (the “Fees”). If the Order Form specifies that you will pay fees based on a per minute basis, Liine shall bill for all minutes of usage for each call from the instant a call is initiated by, or connected to, the Liine network to the instant all parties to such call are disconnected. Call duration calculations will be rounded up to the nearest minute. If the Order Form specifies that you will pay fees based on a “Booked Appointment” basis, then you acknowledge and agree that (a) a “Booked Appointment” means the number of appointments booked by you in connection with your services as determined by Liine’s software underlying the Services and (b) “Booked Appointment” does not mean the actual number of appointments booked in connection with the Services. In no event will Liine have any liability for differences in the number of Booked Appointments and the actual number of appointments booked by you in connection with your use of the Services. Liine reserves the right to change the Fees upon no less than thirty (30) days prior written notice to you (which may be sent by email). 9. 2 You acknowledge and agree that Liine is permitted to immediately suspend the provision of Services to you (without notice) if payments are not received when due or if Liine is unable to charge your Payment Method as set forth in Section 9. 4 below. During such suspension you will not be able to use the Services. Unpaid amounts are subject to a finance charge of 1. 5% per month on any outstanding balance, or the maximum permitted by law, whichever is lower, plus all expenses of collection. You shall be responsible for all taxes associated with Services other than U. S. taxes based on Liine’s net income. 9. 3 All amounts paid hereunder are nonrefundable and Liine does not provide any refunds except in the event that you terminate this Agreement due to an uncured material breach by Liine, Liine will provide you with a refund of all pre-paid amounts, adjusted pro rata, to account for Services not provided after the date of termination. 9. 4 By providing Liine with a current, valid, accepted method of payment for recurring Fees (as such may be updated by you from time to time, "Payment Method"), you hereby authorize Liine to charge you the fees as set forth in the Order Form (as such fee may be changed pursuant to the terms of this Agreement). Fees for Services will be billed as set forth in the Order Form. You will receive an email notification of each charge made against your Payment Method. Liine reserves the right to change the timing of the Fee billing in the event that the Payment Method has not successfully settled. As used in this Agreement, "billing" shall indicate a charge, debit or other payment clearance, as applicable, against your Payment Method. You may change your Payment Method information by contacting Liine at cwinn@liine. com or (919) 809-0999. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, and you do not edit your Payment Method information or cancel your account, you shall remain responsible for any uncollected amounts and authorize Liine to continue billing the Payment Method, as it may be updated. This may result in a change to the payment billing dates. 10. TERM AND TERMINATION10. 1 Subject to earlier termination as provided in 10. 2, this Agreement will be for the initial term specified in the Order Form (the “Initial Term”). Following the expiration of the Initial Term or the then-current Renewal Term, this Agreement will automatically renew for the period of time set forth in the Order Form (the “Renewal Term” and, together with the Initial Term, the “Term”); provided, however, that if a Party does not wish for the Term of this Agreement to renew, such party may cause this Agreement to expire at the end of the Initial Term or then-current Renewal Term by providing notice of the same to the other party at least 30 days prior to the expiration of the Initial Term or the then-current Renewal Term. Notice of non-renewal or any termination by you must be provided to Liine by email using the email address identified by Liine for such purpose and will be effective upon providing such notice. Notice of non-renewal or any termination by Liine must be provided to you by email using the email address set forth in the Order Form, and will be effective upon providing such notice. 10. 2 In addition to any other remedies a party may have, either party may terminate this Agreement upon thirty (30) days’ written notice, if the other party materially breaches any of the terms or conditions of this Agreement and such breach is not cured within the thirty (30) day period. 10. 3 Upon the expiration or termination of this Agreement, Liine will have no further obligation to provide Services. You will pay in full for the Services up to and including the last day on which the Services are provided. All your payment obligations as well as Sections 3, 4, 5, 6, 7, 8, 9, 10 and 11 will survive termination of this Agreement. 11. MISCELLANEOUS11. 1 This Agreement contains the entire agreement between the parties, both written and oral, and supersedes all other agreements and understandings between the parties with respect to the subject matter hereto. 11. 2 This Agreement shall be governed by and construed in accordance with the laws of the State of North Carolina, without regard to the choice of law provisions thereof. Any dispute or claim arising out of, or in connection with, this Agreement shall be finally settled by binding arbitration in Raleigh, North Carolina, in accordance with the then-current rules and procedures of the American Arbitration Association by one (1) arbitrator appointed by the American Arbitration Association. The arbitrator shall apply the law of the State of North Carolina, without reference to rules of conflict of law or statutory rules of arbitration, to the merits of any dispute or claim. Judgment on the award rendered by the arbitrator may be confirmed, reduced to judgment and entered in any court of competent jurisdiction. The parties agree that, any provision of applicable law notwithstanding, they will not request, and the arbitrator shall have no authority to award punitive or exemplary damages against any party. In the event that any arbitration, action or proceeding is brought in connection with this Agreement, the prevailing party shall be entitled to recover its costs and reasonable attorneys' fees. 11. 3 Neither party shall be held responsible for any delay or failure in performance hereunder caused in whole or in part by earthquakes, fires, strikes, floods, embargoes, labor disputes, acts of sabotage, riots, wars, accidents, delays in carriers or suppliers, acts or omissions or other causes beyond such party’s control. 11. 4 You shall be responsible for obtaining and maintaining any equipment and ancillary services needed to connect to, access or otherwise use the Services, including, without limitation, modems, hardware, servers, software, operating systems, networking, web servers, telephone systems and the like. 11. 5 If any provision of this Agreement shall be held by a court of law of competent jurisdiction to be illegal, invalid or unenforceable, that provision shall be reformed, construed and enforced to the maximum extent permissible, and the remaining provisions shall remain in full force and effect. 11. 6 You agree that Liine may reference you and your company as a customer of Liine’s products and services in Liine’s advertising and marketing. Last Updated September 03, 2024EXHIBIT A – HIPAA BUSINESS ASSOCIATE ADDENDUMIf you are a “covered entity” or a “business associate” and your Content includes "protected health information," as those terms are defined at 45 C. F. R. § 160. 103, the Agreement incorporates the terms of this HIPAA Business Associate Addendum (“BAA”). If there is any conflict between a provision in this BAA and a provision in the Agreement, this BAA will control. I. DEFINITIONSExcept as otherwise noted in this BAA, any and all capitalized terms in this BAA shall have the meanings ascribed to those terms in the HIPAA Rules, and if not defined by HIPAA, such terms shall have the definitions set forth in the Agreement. Customer means the entity that is a party to the Agreement, provided that such entity falls within the definition of the term “covered entity,” or “business associate” set forth at 45 C. F. R. § 160. 103. Disclose means any release, transfer, provision of access to, or divulging in any manner of information outside the entity holding the information. HIPAA Rules means the implementing regulations of HIPAA set forth at 45 C. F. R. Parts 160 and 164, Subpart A, C, D and E. Security Rule means the Security Standards for the Protection of Electronic Protected Health Information set forth at 45 C. F. R. Parts 160 and 164, Subparts A and C. Privacy Rule means the requirements for the Privacy of Individually Identifiable Health Information set forth at 45 C. F. R. Parts 160 and 164, Subparts A and E. “Protected Health Information” or “PHI” shall have the same meaning as the term “protected health information” in 45 C. F. R. § 160. 103 and shall include Electronic Protected Health Information (“ePHI”), except limited to the PHI Liine receives from or creates, receives, transmits, or maintains on behalf of Customer through Liine’s provision of the Services. II. BUSINESS ASSOCIATE OBLIGATIONS Permitted Uses and Disclosures. Liine expressly agrees that any and all Uses or Disclosures of PHI by Liine will be done in accordance with the terms of this BAA, applicable provisions of the HIPAA Rules, or as Required By Law. Liine may:Use and Disclose PHI in order to provide the Services. Use and Disclose PHI that has been de-identified in compliance with 45 C. F. R. § 164. 514 for any purpose. Use and Disclose PHI to provide Data Aggregation services. Use PHI as necessary for the proper management and administration of Liine or to carry out its legal responsibilities. Disclose PHI as necessary for the proper management and administration of Liine or to carry out its legal responsibilities, provided that as to any such Disclosure, the following requirements are met:The Disclosure is Required by Law; or Liine obtains reasonable assurances through a written agreement with the other agents or parties to whom PHI is disclosed that PHI will be held confidentially and Used or further Disclosed only as Required by Law or for the purpose for which it was Disclosed to the recipient, and the recipient notifies Liine of any instances of which it is aware in which the confidentiality of the information has been breached. Compliance with HIPAA. To the extent that Liine is to carry out any of Customer’s obligations under the Privacy Rule, Liine shall comply with the applicable requirements of the Privacy Rule that apply to Customer in the performance of such obligations. Availability of Books and Records. Liine shall cooperate with and make available to the Secretary its internal practices, books, and records relating to the Use and Disclosure of PHI for purposes of determining the Parties’ compliance with HIPAA. Nothing in this section waives any applicable privilege or protection, including with respect to trade secrets, confidential commercial information, and information subject to attorney-client privilege. Subcontractors. Liine agrees to ensure that any subcontractors or agents to whom Liine provides PHI agree in writing to restrictions and conditions substantially similar to those that apply to Liine with respect to such PHI through this BAA. Impermissible Uses and Disclosures. Liine shall report to Customer any Use or Disclosure of Customer’s PHI of which Liine is aware and which is not in compliance with the terms of this BAA, including any Breach of Unsecured Protected Health Information pursuant to 45 C. F. R. § 164. 410 and any Security Incident, within ten (10) days of Liine’s discovery of such Use or Disclosure of Customer’s PHI. Notwithstanding the foregoing, the Parties acknowledge and agree that Liine shall not be required to report attempted but unsuccessful Security Incidents that do not result in actual unauthorized access, Use, or Disclosure of Protected Health Information, and that this BAA constitutes notice to Customer that such unsuccessful Security Incidents (such as broadcast attacks on Liine’s firewall, port scans, unsuccessful log-on attempts, or denial of service attacks) may occur periodically. Safeguards. Liine will implement reasonable administrative, technical, and physical safeguards designed to prevent the Use or Disclosure of PHI other than as permitted in this BAA. Designated Record Sets. The Parties agree that the Services shall not include the receipt, creation, maintenance, or support of Designated Record Sets. Customer shall not provide any Designated Record Set to Liine, and Liine shall not consider any data Customer makes available to it to be a Designated Record Set. In the event that the Parties amend this BAA to permit the Services to include the receipt, creation, maintenance, or support of Designated Record Set, to the extent Liine maintains a Designated Record Set, Liine agrees to: (i) upon written request from Customer, make such PHI available as required for Customer to meet its obligations under 45 C. F. R. § 164. 524 and (ii) upon written request from Customer, make such PHI available for amendment and incorporate and amendments to PHI as required for Customer to meet its obligations under 45 C. F. R. § 164. 526. Liine will not respond directly to Individual requests for access or amendments to such information. Accounting of Disclosures. Liine agrees to document Disclosures of PHI if required by HIPAA and requested in writing by Customer. Liine further agrees to provide access to such documentation, after a written request from Customer, as necessary for Customer to respond to a request by an Individual for an accounting of Disclosures of PHI in accordance with 45 C. F. R. § 164. 528. Liine will not respond directly to Individual requests for such accountings of Disclosures. III. CUSTOMER OBLIGATIONSPermissions and Notices. Customer represents, warrants, and covenants that it has obtained and will continue to obtain all necessary authorizations, consents, releases, and permissions to permit Liine to Use and Disclose PHI pursuant to this BAA and in order to provide the Services in compliance with all applicable laws, regulations, and other governmental requirements and that it has provided, and will continue to provide, appropriate notice to Individuals to permit Liine to Use and Disclose PHI pursuant to this BAA and in order to provide the Services in compliance with all applicable laws, regulations, and other governmental requirements. Customer shall notify Liine of any changes in, or revocation of the authorization, consent, release, or permission by an Individual to Use or Disclose their PHI, to the extent that such changes may affect Liine’s Use or Disclosure of PHI. Compliance with HIPAA. Customer shall comply with all of its obligations under HIPAA. Instructions. Customer will not request or cause Liine to make a Use or Disclosure of PHI or take other actions in a manner that does not comply with HIPAA, any other law, or this BAA. Notice of Privacy Practices. Customer shall notify Liine of any limitations in the notice of privacy practices of Customer under 45 CFR 164. 520, to the extent that such limitation may affect Liine’s Use or Disclosure of PHI. Restrictions on PHI Use and Disclosure. Customer shall notify Liine of any restrictions on the Use or Disclosure of PHI that Customer has agreed to or is required to abide by under 45 CFR 164. 522, to the extent that such restriction may affect Liine’s Use or Disclosure of PHI. Safeguards and Appropriate Configurations. Customer shall implement appropriate privacy and security safeguards in the systems, applications, and networks that Customer uses in connection with the Services and shall apply to the Services the required configuration settings, if any, that Liine makes known to Customer in writing from time to time. IV. TERM AND TERMINATIONThe term of this BAA shall begin as of the Effective Date and shall terminate upon the termination or expiration of the Agreement. Upon either Party’s knowledge of a material breach by the other Party to this Agreement, such Party shall provide written notice to the breaching Party stating the nature of the breach and providing an opportunity to cure the breach within 60 business days. Upon the expiration of such 60-day cure period, the non-breaching Party may terminate this BAA. Upon termination, Liine will return or destroy all PHI that Liine still maintains on behalf of Customer and retain no copies of such PHI, to the extent feasible. If such return or destruction is infeasible, Liine shall extend the protections of this BAA to PHI that Liine still maintains on behalf of Customer and limit further Uses and Disclosures to those purposes that make the return or destruction infeasible. V. MISCELLANEOUSThird Party Beneficiaries. Nothing express or implied in this BAA conveys or is intended to convey any rights, remedies, obligations, or liabilities to any party other than Customer and Liine or their respective successors or assigns. Amendment. This BAA may be amended or modified only in a writing signed by the Parties. In addition, in the event a Party believes in good faith that any provision of this BAA fails to comply with the then-current requirements of HIPAA, such Party shall notify the other Party in writing. The Parties agree to take such action as is necessary to amend this BAA from time to time as is necessary for compliance with the requirements of HIPAA. Independent Contractor Status. None of the provisions of this BAA are intended to create, nor will they be deemed to create, any relationship between the Parties other than that of independent parties contracting with each other solely for the purposes of effecting the provisions of this BAA and any other agreements between the Parties evidencing their business relationship. Waiver. No change, waiver, or discharge of any liability or obligation hereunder on any one or more occasions shall be deemed a waiver of performance of any continuing or other obligation, or shall prohibit enforcement of any obligation, on any other occasion. Conflict. The Parties agree that, in the event of a conflict between the provisions of this BAA and the Agreement or any other documentation of the arrangement(s) pursuant to which Liine provides Services to Customer, the provisions of this BAA will control to the extent necessary for the Parties to comply with HIPAA. The provisions of this BAA will be interpreted to permit compliance by the Parties with HIPAA. Survival. In the event that any provision of this BAA is held by a court of competent jurisdiction to be invalid or unenforceable, the remainder of the provisions of this BAA will remain in full force and effect. Interpretation. In the event of an inconsistency between the provisions of this BAA and mandatory provisions of the HIPAA Rules, this BAA shall be construed in a manner that permits both parties to comply with HIPAA. --- ### Thank You - Contact Us - Published: 2023-09-26 - Modified: 2023-10-06 - URL: https://www.liine.com/contact-us-thank-you/ /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Thanks. We'll be in touch soon! Recent podcast episodes Latest blog posts --- ### Schedule A Demo - old - Published: 2023-09-21 - Modified: 2025-02-26 - URL: https://www.liine.com/schedule-a-demo-old/ See Liine in action Convert more leads into new patients . cls-1{fill:none;stroke-linecap:round;stroke-linejoin:round;stroke-width:2. 39px;stroke:url(#linear-gradient);}. cls-2{fill:#6a3ce9;} Grow practice revenue Optimize the patient experience Maximize ROI on marketing spend Align staff performance with practice goals Book A Free Demo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. --- ### Platform Old - Published: 2023-09-21 - Modified: 2025-02-26 - URL: https://www.liine.com/platform-old/ Power your patient acquisition funnel with Liine's artificial intelligence (No data entry required) GET A DEMO By the numbers Leads captured 4477053 Minutes analyzed 9181441 WEB FORM LIKE A PRO Automated lead management Turn form submissions into inbound calls Convert more leads Increase your form to appointment conversion rate by 900% Outspeed the competition Reach hard-earned leads before they contact a competitor or lose interest Make a great first impression Amaze prospective patients with your office's speed of outreach by following up in minutes, not hours Manage all online inquiries in a single, intuitive platform Improved workflow No more monitoring your email inbox or managing spreadsheets More effective follow up Customizable cadences to ensure leads don't fall through the cracks Time-saving automation Contacted leads are automatically removed from cadences (Liine tracks both inbound and outbound calls) DATA WITHOUT DATA ENTRY Automated new lead analytics Leads and conversions How many leads are you generating and how many are converting to an appointment? Marketing attribution How effective is each marketing channels at driving appointments? Reasons not booked Why are new patient leads failing to book an appointment? How many calls aren't even being answered? Leads & Conversions Marketing Attribution Web Form Analytics Reasons Not Booked Answer Rates Interaction Log Leads & Conversions Marketing Attribution Web Form Analytics Reasons Not Booked Answer Rates Interaction Log LEVEL UP TEAM PERFORMANCE Automated staff insights Individual performance metricsPraise high performers and create a culture of positive accountability Call outcomes by team memberIdentify relative strengths and weaknesses based on reasons not booked Fully transcribed call recordingsQuickly audit call recordings by both listening and reading at the same time Individual performance metricsPraise high performers and create a culture of positive accountability Call outcomes by team memberIdentify relative strengths and weaknesses based on reasons not booked Fully transcribed call recordingsQuickly audit call recordings by both listening and reading at the same time --- ### Blog - Published: 2023-09-21 - Modified: 2025-04-11 - URL: https://www.liine.com/blog/ Blog & Media --- ### Homepage - old - Published: 2023-09-21 - Modified: 2025-02-26 - URL: https://www.liine.com/homepage-old/ Practice certainty Meet Liine, the AI-powered call recording and automation platform for growth-focused healthcare practices. X-ray vision for 100% of new patient calls, forms, and online bookings Web form management with lightning-fast follow up Fully automated marketing and funnel analytics Get A Demo Today's fastest growing practices are getting on Liine HIPAA-Compliant Marketing Analytics Liine seamlessly integrates into your existing phone system and marketing technologies. With zero data entry, Liine captures marketing attribution for EVERY new patient call, web form, and online booking. View all integrations REQUEST A DEMO Stop guessing and start growing, faster X-ray vision for new patient calls Know exactly what happens on 100% of new lead phone calls Automatically identify "reasons not booked" for every new patient that fails to convert Filter insights and call recordings by team member, marketing channel and other automated tags Effortless web form management and follow up . st0{fill:none;stroke:url(#SVGID_1_);stroke-width:3;stroke-linecap:round;stroke-linejoin:round;stroke-miterlimit:10;} Boost conversion rates by automatically calling web leads in less than 60 seconds Simplify subsequent follow up with a smart, self-updating to do list Delight prospective patients with an amazing first impression Automated marketing and funnel analytics Automatically capture 100% of your marketing and funnel metrics (seriously, no data entry required) Ditch the spreadsheets, increase data accuracy and save your staff hours of time Measure marketing effectiveness based on booked appointments, not just clicks, calls or forms REQUEST A DEMO 76%More effectivePractices are 76% more effective at scheduling relevant new patient opportunities2XMore efficientStaff members report being 2X more efficient at handling new patient leads9. 8Satisfaction scoreOur customers give us a 9. 8 out of 10 when asked: "How likely would you recommend Liine to other practices? " Who we serve Independent Practices Private Equity Rollups Marketing Agencies Independent Practices . elementor-234 . elementor-element. elementor-element-3550d89{--display:flex;--flex-direction:row;--container-widget-width:initial;--container-widget-height:100%;--container-widget-flex-grow:1;--container-widget-align-self:stretch;--flex-wrap-mobile:wrap;--gap:0px 0px;--background-transition:0. 3s;}. elementor-234 . elementor-element. elementor-element-09b148e{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--background-transition:0. 3s;--padding-top:30px;--padding-bottom:30px;--padding-left:30px;--padding-right:30px;}. elementor-234 . elementor-element. elementor-element-09b148e:not(. elementor-motion-effects-element-type-background), . elementor-234 . elementor-element. elementor-element-09b148e > . elementor-motion-effects-container > . 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elementor-element. elementor-element-061845e . elementor-icon-list-item > . elementor-icon-list-text, . elementor-235 . elementor-element. elementor-element-061845e . elementor-icon-list-item > a{font-size:16px;}. elementor-235 . elementor-element. elementor-element-061845e . elementor-icon-list-text{transition:color 0. 3s;}@media(min-width:768px){. elementor-235 . elementor-element. elementor-element-09b148e{--width:33. 3333%;}. elementor-235 . elementor-element. elementor-element-2771043{--width:66. 6666%;}} Private Equity Rollups Standardize how new patient leads are being handled across all locations Seamlessly integrate follow-on acquisitions into a proven growth platform Easily monitor both company level and site specific performance metrics Marketing Agencies . elementor-238 . elementor-element. 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elementor-icon-list-text{transition:color 0. 3s;}@media(min-width:768px){. elementor-238 . elementor-element. elementor-element-09b148e{--width:33. 3333%;}. elementor-238 . elementor-element. elementor-element-2771043{--width:66. 6666%;}} Marketing Agencies Retain and delight clients with more advanced call tracking solutions Empower your clients to convert the leads you are generating Demonstrate undisputed ROI for marketing campaigns Love for Liine We've been in business for over 11 years and didn't realize the untapped growth opportunity we had on the phone... With Liine, we are literally booking 15-20 additional new patient consultations per month. Liz BrighamPractice Manager We are booking more MedSpa consultations than ever without relying on our clinical staff. Liine is a must for anyone looking to grow their medical aesthetics business. Laura ElijahExecutive Director Liine has meaningfully increased our call-to-consultation conversion rate by providing a true business process for answering the phones and is an integral part of our new client acquisition strategy. Karen AlbrightPresident Liine has been so helpful for our business. We have used their analytics and training to take our phone operators and patient experience to the next level. The reports have given me the data I have been looking for and are easy to use in a practical way. Shaila JamesAdministrator Liine gives our entire team a deep understanding of what is happening on 100% of our new patient phone calls. With these insights, we can confidently make changes to our call center operations and marketing efforts as we optimize for growth. Chris AdkinsChief Administrative Officer The amount of opportunity Liine has given us by evaluating staff performance and the overall patient journey has been eye-popping. Our results from utilizing the platform have been quite substantial. Andrea OparnicaRegional VP of Operations Liine gives us great awareness of both sides of the conversation between new patients and our staff. This enables us to uncover issues in our patient acquisition process and those insights are invaluable to our business. Danny KetolaBusiness Manager Liine has been a game changer for us. My staff loves it. I love it. Every practice should have this! Nick TvrdikPractice Owner Previous Next --- ### zPrivacy Policy - Published: 2023-09-21 - Modified: 2024-04-01 - URL: https://www.liine.com/privacy-policy/ /*! elementor - v3. 20. 0 - 26-03-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Privacy Policy --- --- ## Posts ### Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency​ - Published: 2025-03-28 - Modified: 2025-03-31 - URL: https://www.liine.com/abra-health-group-upgrades-to-liine-supercharges-google-ads-and-web-form-efficiency/ - Categories: Case Study, Featured - Tags: case study, dental, google ads, patient follow-up Case Study Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency Abra Health Group is a Dental and Medical Support Organization that supports 20+ practices over three states, including five brands (Abra Dental, Smiles 4 Keeps, Pearly Whites, All About Kids, Abra Health Pediatrics) spanning 18 dental practices and two medical practices currently enrolled with Liine. Abra’s mission is to provide access to high-quality, affordable care to primarily underserved communities. The group was frustrated that their disjointed tech stack was limiting marketing insights, stalling patient growth and forcing a manual process for optimizing SEM campaigns. Referred by a fellow DSO marketer, Abra reached out to Liine to address pain points across call tracking, web form management and paid ad optimization. “When I saw the demo, I said, ‘This is it. I can’t go back. ’” Emmy Ansinelli, VP of Marketing, Abra Health Group Challenges Abra Health Group faced three main obstacles to its patient growth: Call Tracking: Their legacy vendor (CallRail) could not accurately determine which marketing-driven calls resulted in a booked appointment. Web Forms: Manually managing web form submissions in Pipedrive (a tool traditionally used by sales teams, not dental practices) was leading to slow follow-up and sub-optimal conversion rates. Paid Ads: Google Ads campaigns had to be manually adjusted, which was time-consuming, tedious and resulted in wasted ad spend. Abra also needed A) a fully HIPAA-compliant solution and B) the ability to seamlessly track and analyze Spanish language calls (60-70% of its patient base is Spanish-speaking). Goals Abra Health Group needed to address its three challenges to efficiently scale patient growth. The priorities were: Call Tracking: Confidence in which calls resulted in a booked appointment — with full marketing attributionWeb Forms: Faster follow-up to convert more patientsPaid Ads: Automatic optimization of Google Ads to save time and improve ROAS Solution As is typical for most Liine implementations, all three brands went live in less than a month. Here’s how each feature improved Abra’s marketing outcomes: AI-powered Call Tracking: Liine’s AI marries session-level marketing attribution with hyper-accurate call dispositions:Was the call a relevant appointment-setting opportunity? Was the caller a new or existing patient? Did the caller book an appointment? If the caller didn't book an appointment, what was the reason they failed to convert? "Before Liine, we used CallRail for call tracking. It’s a great system but it’s not built to track dental patients or the insights that are most important to me as a dental marketer. " Emmy Ansinelli, VP of Marketing, Abra Health Group FormFlow for Web Form Leads: Liine’s FormFlow feature helps Abra convert more patients in two ways. First, the Auto-Call feature connects front desk staff with prospective patients in under 30 seconds. Second, web form leads are automatically tagged and sorted according to who needs to be contacted first. This automation and intuitive user experience reduced Abra’s average follow-up speed from 3 days to 38 minutes and boosted conversions from 40 appointments per day to 70 appointments per day. I was able to train our staff on Liine’s FormFlow feature in 15-20 minutes – and our agents love it. The feedback I’ve received is that it’s making their work easier and more efficient. This means more patients with appointments which is what we’re really focused on. Emmy Ansinelli, VP of Marketing, Abra Health Group HIPAA-compliant, Automatic Ad Optimization: Liine ingests all of Abra’s new patient leads and determines whether or not a booking was made. Using anonymized GCLIDs, Liine feeds results back to Google Ads so campaigns are automatically optimized to drive more bookings. This is true for web form leads as well. Without any manual data entry from Abra’s team, Liine’s AI can reconcile all subsequent calls to and from a form submitter to determine if they converted to an appointment. This automation doubled Abra’s Google Ads-driven bookings while cutting the cost-per-booking by 62%. “One of the most important reasons I’m glad we have Liine is the direct feedback loop to Google so we can optimize to bookings and not clicks, calls or impressions. ” Emmy Ansinelli, VP of Marketing, Abra Health Group Results Form conversions increased by 75% and Google Ads-driven bookings doubled Liine replaced legacy technology that could no longer power their modern dental marketing strategies and now gives the Abra team confidence that their campaigns are generating ROI and web forms aren’t slipping through the cracks. Liine is an AI-powered call tracking, marketing analytics and ad optimization platform built for multisite healthcare, dental and vet practices. Our platform captures and analyzes all patient leads across calls, web forms and online bookings in one intuitive dashboard. This empowers healthcare marketers to auto-optimize ad campaigns, increase lead-to-appointment conversion rates and quickly identify which strategies are driving new patient bookings. Supercharge your web lead follow-up andGoogle Ads optimization Get a Demo --- ### UMP leverages Liine to scale Google Ads success - Published: 2025-01-06 - Modified: 2025-04-11 - URL: https://www.liine.com/ump-leverages-liine-to-scale-google-ads-success/ - Categories: Case Study - Tags: case study, google ads, orthopedics Case Study Transforming Google Ads from guesswork to a science: UMP grows monthly bookings by 82%, cuts cost per booking by 52% United Musculoskeletal Partners (UMP) is a physician-owned shared services organization dedicated to excellence in musculoskeletal care. UMP partners with many well-known orthopedic practices nationwide, including Resurgens Orthopaedics (27 locations), AOA Orthopedic Specialists (6 locations) and Panorama Orthopedics (5 locations).   Goal Unlock precise data, lower cost per booking and accurately track marketing performance The marketing team at UMP began running Google Ads to drive traffic to each practice in its portfolio and needed visibility into which campaigns resulted in actual booked appointments. Without this data, they could not measure campaign performance or optimize for cost per booking (CPB) in their most important PPC channel. Additionally, digital marketing was relatively new for UMP, so the team needed data to prove the value of their paid ad strategies for the rest of the organization. We were asking ourselves, ‘How do we get more precise and targeted with our paid media dollars so that we can track true performance and be able to optimize towards those KPIs in real time? Richard Wong, VP of Media and Digital Marketing, UMP Challenge Confidently know which Google Ads calls convert to booked appointments For United Musculoskeletal Partners, up to 80% of prospective patients reached out via a phone call. This was challenging because there was no efficient way to know exactly what happened on each call (specifically, which calls resulted in a booking), let alone use that information to optimize their Google Ads campaigns. The team could use inferior proxies as conversion events (like calls lasting over 60 seconds or calls from new numbers), but they knew from experience that this strategy would lead to suboptimal results. When Richard Wong, UMP’s VP of Media and Digital Marketing, tried solving similar problems in prior roles with a legacy call tracking software, there were large gaps in data accuracy and the team spent months manually annotating phone calls to train their data models. That’s what inspired the pivot to Liine: a truly out-of-the-box solution that provided accurate data and fast automation. A call is not an acquisition. We were optimizing to an inferior metric of cost-per-call, not knowing whether those people made an appointment. Richard Wong, VP of Media and Digital Marketing, UMP Solution Utilize Liine to automatically track and optimize Google Ads for booked appointments, not calls or clicks Richard and the team implemented Liine and our native Google Ads integration for their three largest brands: Resurgens Orthopaedics, AOA Orthopedic Specialists and Panorama Orthopedics. Given the plug-and-play nature of the platform and our white glove onboarding, all three of these practices were fully live on Liine in fewer than two weeks.   Once implemented, Liine’s proprietary AI began automatically determining which PPC leads were converting to appointments and then sending those anonymized Google Click Identifiers (GCLIDs) back to Google Ads as primary conversion events. When it comes to implementation, the Liine team was so responsive. All our practices are healthcare but there is nuance between each brand. All the websites are different and Liine has been able to adapt to each one, which has been very useful — and painless. Jenna Plant, Digital Marketing Manager, UMP Results Monthly bookings surge by 82%, cost per booking drops by 52% Comparing the first 30 days on Liine (baseline) to the most recent 30 days on Liine*, UMP has experienced drastic increases in monthly bookings and reductions in cost per booking.  Overall, monthly bookings for Google Ads leads are up 82% while cost per booking in that channel is down 52%. On an individual brand basis: Resurgens bookings are up 52% and CPB is down 39% AOA bookings are up 86% and CPB is down 45% Panorama bookings surged 241% and CPB was reduced by 78%(! ) *As of the publishing of this case study in January 2025 Liine allows me to prove the performance of our marketing efforts with certainty, versus just saying, ‘trust us, it’s working. ’ Richard Wong, VP of Media and Digital Marketing, UMP Liine is an AI-powered marketing analytics and optimization platform for multisite healthcare, dental and vet practices. Our platform captures and analyzes all patient leads across calls, web forms and online bookings in one intuitive dashboard. This empowers healthcare marketers to auto-optimize ad campaigns, increase lead-to-appointment conversion rates and quickly identify which strategies are driving new patient bookings. Use Liine to supercharge your Google Ads strategy Get a Demo --- ### Ep. 16 You need to know about Google's Local Service Ads, with Bill Fukui - Published: 2024-03-05 - Modified: 2024-03-05 - URL: https://www.liine.com/ep-16-you-need-to-know-about-googles-local-service-ads-with-bill-fukui/ - Categories: Podcast: The Bottom Liine Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 28-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . 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elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple /*! elementor - v3. 19. 0 - 28-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 16 You need to know about Google's Local Service Ads, with Bill Fukui Google has recently opened up Local Service Ads to a variety of healthcare specialties. These lesser-known ad types can provide much higher ROI and help get your practice ahead of the competition. Bill Fukui from MedShark Digital joins us to explain what you need to know! https://www. youtube. com/watch? v=RPnZB7Woy8E Listen: Transcript: Ken: Alright welcome back to The Bottom Liine. Today, we're gonna talk about local service ads. And what the heck is a local service ad? We'll find out shortly. but first, let's introduce Bill Fukui. Bill is with Med Shark, and I will let him introduce himselfCharles: What's up, Bill? Bill: Charlie. Hey, Ken. How are you guys doing today? Ken: We're Great. Bill: Great. Well, for your audience, my name is Bill Fukui. I am with MedShark Digital, and we are, an internet marketing company that does everything from, websites, SEO, Google Local, Pay per click advertising, social media, pretty much anything that has to do with generating leads off of the internet is pretty much what we do. And I'm really excited about talking about really Google's most recent, type of advertising made available to and it's becoming more available to a lot more providers. Charles: I remember we were in Miami. I can't remember the name of the establishment, but, maybe in maybe summer spring last year and, watching some type of sporting event. and you told me about this, And I sort of forgot about it. And then we were talking about, you know, having an episode together. You were telling me it's starting to make its way. And, I think in this just in January, this has opened up in aesthetics. So really timely stuff to be discussing for the practices is that we, you know, we both serve. And so I think to kick us off, you know, we're talking about Google local service ads. And the spoiler is it's a way to engage in a cost per lead strategy with Google as opposed to cost per click. And then I know in your experience, there's been way better ROI on these leads. so there's a lot to unpack here. But to start with, just tell us a little bit about what how does that work? Or, like, what is a Google local service ad? How does it differ from what people are really familiar with, which is having a Google My Business profile for their practice and doing cost per click stuff. What are the main things to know about what local service ads are? Bill: That sounds great. I think that's a good starting point. Number 1 is for the practices that are familiar with pay per click advertising, they typically will show up on a search result and are usually high on the page. It's usually at the top of the page you'll see the little sponsored, description, next to them and those are pay per click meaning if somebody clicks onto it you're charged a fee that you bid a certain amount for. So you're willing to pay a certain amount for every time somebody clicks on that and comes to your website or landing page. Local service ads came out, gee, probably about 6, 7 years ago, maybe even longer, but they weren't available to medical providers. They were, basically made available to home improvement, to other industries, and they showed up actually higher than the sponsored listings. They're actually at the very, very top of a search result, and they visually look different and 1 of the things is it says Google screened and they aren't charged on a cost per lead, meaning a telephone call has to transpire as a result of the consumer clicking on your stuff, It has to turn into a lead before they charge you. So you were charged on a cost per lead versus a traditional sponsored listing, which is a cost per click. Charles: That is that sounds awesome. I bet a lot of them practices are like, what the hell? Where has this been? Right? Why has it been why has it not you said it wasn't available in med in medical, I assume, HIPAA related stuff or what's takenBill: Yeah. And that's And that's ex that that's a that's it. At the end of the day, Google does not, it's taken the lowest path, you know, the path of least resistance. Right? It can offer these things to other industries that didn't have any others, you know, strings attached to it. Right? Whereas medical, Google does not wanna mess with HIPAA, does not wanna mess with patient privacy. So even things like remarketing and retargeting on Google, You can't do that to medical because it's this creepy following people in their advertising And Google doesn't want to be able to, you know, let consumers know that it's collecting that information, so you can't even do the marketing. So it's avoided medical because of HIPAA and patient privacy. Charles: Yeah. Yeah. That's, that makes sense. And, like, you know, GA 4, not HIPAA compliant. Like, a lot of practices are dealing with other elements of Google not wanting to sign a BAA and, you know, and all that type of stuff. Yeah. And you were before when we were talking a little bit about this and you just mentioned other industries that have had it, I think you had some examples of legal. Like, you guys work with some law firms. This has been going on for a while. What have the results been like and and your experience with those businesses that are leveraging, the Google local service ads. Bill: Great. great question. you know, so MedShark is actually a subsidiary company of a legal advertising and marketing company called Blue Shark. So I specialize in medical, but they've been doing, legal, for a while and local service ads had were made available to lawyers, Again, probably 5, 6 years ago, and they don't have HIPAA related issues. so it was made available to them. What we found was we had clients that were doing both traditional pay per click, but once we started doing local service ads, We realize that when the clients are tracking the actual clients that are signing up and the cases that are being The quality of the leads on the local service ads are definitely ratchet up higher, they're higher quality leads that ultimately turn into clients and revenue for the practice, on a much more frequent basis. I think couple of things. Number 1, they're more trusted because it comes with a badge that says Google screened. People trust Google. Hate to say it, goop. People trust what Google had when they Google stuff, there's a reason they do it. Right? They Trust Google's results. And when it says Google screen, that's almost a third party endorsement. Right? It's a third party Google that everybody knows has already screened these providers and that they're probably better than everybody else. Right. If you're a Google screen, chances are you're a better provider. So what we found was that the attorneys, there, return on the investment was by full tire. And if we had clients that had a limited budget, We'd say, oh, if you're gonna spend, you know, spend on paid advertising, do local service ads and don't do pay per click Unless you have the extra budget to do it. Right? If you've got a limited budget to only do 1, do local service ads. Right. Local service ads first, then pay per click advertising, social media, you know, second and third. Charles: That makes sense. You mentioned something, this the Google Screen thing. Very interesting. If I you know, let I know just this is just starting to, roll into aesthetics. I think you it's been in dental for a little while and dermatology, maybe some others. Let's say let's say I'm a plastic surgeon listening to this, and I'm like, That sounds awesome. How do you get screened? Like, what's the process to take advantage of this, option marketing option? Bill: That sounds great. First of all, you're right. It has gotten into certain medical industries before, say, aesthetics. Or in this case, you have to be a licensed Board certified plastic surgeon from the American Board of Plastic Surgery, right? The credentialing in order to become screened is you've got to submit documentation. So there's a process to go through and it's gonna require a list of things that you need to provide it. It's credentialing that you are a medical provider, that you are a board certified plat so you need your licensing from all these organizations in order to qualify to be a, quote, screened provider. we walk clients through that process And help them get the documentations so that Google can verify that they are who they say they are, because those local service ads are really tied to an individual. So, part of your submission, I need a picture of the provider whose license we're using because that's the provider that's gonna be showing up in those local service ads at the top of the screen It's gonna have your picture. It'll say Google screen. It'll have reviews. It'll have, you know, just great information. It's really compelling eye candy. Those local service ads definitely get the highest volume of clicks out of that that area when you first click on a search result. Charles: I would think so. And a part of that process also I mean, I would imagine basically every practice, certainly that we work with has a Google My Business profile for the business, then in this case, this is tied to a Google My Business profile of the provider. Like, that person is gonna have a profile that is youhave to you have to create that as well. Right? Bill: Well, you don't have to create here's the thing. It is Google's all all knowing, all seeing. Right? Google knows a lot of stuff about you. and providers do fall into a category of your money, your life, what Google came out with. This was like 5 or 6 years ago. So you can as a provider create your own Google business profile. So if you're in a group practice, If you've got 3, 4, 5 different providers you can have your business profile everybody's familiar with that Google business profile, But each individual provider can and in those group settings, I recommend you have your own practitioner profile, And it's different than a business profile, but it looks very similar, right, but at the end of the day Google wants to have individuals in those local service ads not a quote business right so it's got it that's why you need that Licensing and credentialing to show that you're a board certified plastic surgeon, it's also available to dermatologists, it's open to dentists, even, weight loss. Even if you're a weight loss a medical weight loss provider, you prescribe things like, Ozempic or Some of these other weight loss medications, you can actually also get qualified and screened, you know, in that category. But there are categories that you have to qualify for. Charles: That makes sense. The, has this become pretty standard in, like, the legal world. Like, I was almost assuming people that keep people that are able to pass the screening. Is everybody now just doing this? And if you're not doing it in that space, it's like what you're behind? is that is that how you would describe it now? Bill: You know, Charlie, that's a great question because With every new opportunity, right, it's the mavericks. It's the trailblazers that capture all the low lying fruit. Right? It's when you when it's like buying stocks. When it becomes news that everybody's doing this, It's too late. Right? It you've missed you've missed the gap. Right? So same thing with this. When practices, start looking into this, what they're gonna find is if I do a search for, say, plastic surgeon Denver, You're not gonna see local service ads showing up at the top yet because it's so new yet. Right? Google will start showing those When there's a critical mass of competitors and people willing to do this, and then those ads will start showing up. You won't see them right away, but that doesn't mean you don't go through this process. You wanna be the first 1 in line. You wanna get in line, Get qualified and so when those ads start running I'm gonna tell you that we saw this in legal. The ones that were the first ones to be there number 1 your visibility because you've only got 2 or 3 spots then if you've got 20 different providers all trying to get in there, who's gonna get there, right? So there's different credentialing and qualification and quote optimization of your ads so that you can actually show up. Just because you're, quote, screened and you're Willing to spend money, we found with, legal, they are maxing out the bids. I mean, we're talking tens of thousands of dollars a month. They're maxing out their, you know, their budget just to try and show up on those locals, you know, service ads, and it's just even now, it's you can do that, but everybody's now maxing out their bids. Right? So theCharles: Kinda it's like cost per click or pay per click,But they don't even worry about that anymore because they're doing local service. Yeah. I think the summary here is that there's there's gonna this this is just gonna be something that people have to do just like they you kinda should do pay per click. but there's gonna be this period of time. No 1 knows exactly how long. As it's introduced into health care, why wasn't it? It's because of HIPAA concerns, but, you know, Google's found ways to not, to do it so they don't have to worry about that. And then, also, Google knows that health care specialties and health care in general is a growing business. Right? So a lot of practices, of course, are spending lots on marketing, and it's just too good of an opportunity for them. So It feels like, like you're saying, there's a there's a window or wave coming,Bill: Yes. Charles: andreally, really look into this if you're a practice listening to this to try to be ahead soyou can take, advantage of this initial period of time. And then you're just gonna be so much more knowledgeable beyond that to keep, you know, keep this keep showing up in those first couple, spots as a, you know, a, verified, orscreen provider. Exciting,Bill: Yeah. No. Timing is everything, Charlie. Timing is everything. You definitely wanna be on maybe the leading edge. I don't say the bleeding it, but you wanna be in those first group of providers because they will capture the vast majority of business when those things become available to consumers. Charles: Really, really interesting. Ken, are we any questions that you, were thinking about? I think we coveredKen: I think we're good. Yeah. I think this is a nice, important topic. So glad we got to talk about it. Bill: Yeah. Bill? It's a lot of fun talking cool. Charles: Yeah. I had I mean, I hadn't heard about this until you told me. Seriously, in Miami, like, I had never heard about this,Bill: You know, Charlie, I even hear that from my competitors. They've never even heard aboutCharles: You're like, what? YouBill: Oh my god. Hey. You're in the business. You're not you don't know about this? Charles: Just Google it, man. You know? Bill: Exactly. Ken: Thanks so much, Bill. Speaking of competitors, why don't you tell us why you're so much better than them and where people at home can find you guys. Bill: Oh, well, if you have any interest in in local service ads or even just taking a look at your site or, your digital footprint, You can reach me. our website is medsharkdigital. com. you can also reach me directly from that website. you can also email me at bill@medsharkdigital. com, or you can just Google my name. I'm pretty much all over the place, so you can find me 1 way or another. Charles: Hey. When was the last time you played golf, Bill? Bill: you know, since I live in Denver, the courses have been, we've got about 2 feet of snow over the weekend. So, the good news with that though is, you know, when you hit a drive and there's a lot of That ground is hard. Man, that ball you get a lot of rollout, man. I'm hitting a 320 yard drive, and I normally don't hit it 2 50, yeah. And the colderCharles: Hitting some nasty bombs off the tee there. Bill: the colder it is, the air is thinner. So winter time is Is if you wanna build up that testosterone and feel like you're hitting the ball a long way, go out and play in the winter. Charles: Heck yeah. I'll have to I'll have to get out there and enjoy that. Well, great. Appreciate you coming on. This was super fun. Ken, anything else? Are we locked and loaded here? Ken: We're great. Thanks so much,Bill: Super. Hey. Thank you, guys. Appreciate it. I had a great time. Be sure to subscribe for more episodes! Youtube Spotify Apple --- ### Ep. 15 Three shocking takeaways from our healthcare marketing benchmark report​ - Published: 2024-02-20 - Modified: 2024-02-20 - URL: https://www.liine.com/ep-15-three-shocking-takeaways-from-our-healthcare-marketing-benchmark-report/ - Categories: Podcast: The Bottom Liine Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 07-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . 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elementor-social-icon-slideshare{background-color:#0077b5}. elementor-social-icon-snapchat{background-color:#fffc00}. elementor-social-icon-soundcloud{background-color:#f80}. elementor-social-icon-spotify{background-color:#2ebd59}. elementor-social-icon-stack-overflow{background-color:#fe7a15}. elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple /*! elementor - v3. 19. 0 - 07-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 15 Three shocking takeaways from our healthcare marketing benchmark report We recently analyzed data from over 600,000 new patient inquiries and have uncovered some common performance gaps. In this episode we cover three critical takeaways relating to lead conversion rates, staff performance, and marketing channels. These may be a wake up call to many of you! You can find our full reports at www. liine. com/healthcare-marketing-benchmark-report/ https://youtu. be/OpiP5mshDmU Listen: Transcript: Ken: Okay. We've got a special So of the bottom line today, we, we have a nice shiny new benchmark report on some patient acquisition data. How's that sound, Charlie? Charles: Dude, heck yeah. We do. Heck yeah, man. I'm excited about this. We yeah. If you haven't seen these before, Ken will tell you where to get them. But, Basically what'd you say, Ken? I think it's 650000Ken: Yep. Charles: new patient interactions or something. So massive, dataset, across specialties and across the country. And, also, we have specialty specific benchmark reports. We're gonna talk about holistic stuff in this conversation, but it's just good, right, to know where do you stack up against what's average and, also, like, what are the what are the takeaways mean? So I'm pumped to talk about this. Ken: Yes. And we're not gonna run through the whole report today. We're just gonna hit on 3 big takeaways. but if you're in dentistry, aesthetics, ophthalmology, oral and maxillofacial surgery, orthopedics, or behavioral health, we do have industry specific reports on our website, which I will, tell you how to get to in a bit. Charles: And by the way, if you're if you're in another specialty and we don't have yours, then start start working with us. We'll doKen: We'll get we'll get you some more data. so the the overall, industry report has, some key trends, though, that kinda run through all the other reports as well. So it's good it's gonna be a good, a good analysis for us. I guess, Charlie, You want to jump into takeaway number 1? Charles: Yeah. Yep. First 1 is lead to appointment or lead to consultation conversion rate. It's a lot lower than I think people realize. and even if you're in a specialty that gets a lot of referrals. Right? If it's other practices you are sending people to you, Well, Ken's gonna hit you with the data, and we'll talk about that, but it's lower than I think most people think. What are the actual numbers, Ken? Ken: Yep. So for every lead across the board that comes into your practice, When we say lead, we just mean a new patient interaction. So that could be a phone call, web form, online booking, whatever. For all of those leads, Practices are only converting 54 percent of those into an actual booked appointment. So, most most practice owners and, Providers don't realize that. For referrals, though, it gets a little better. But, again, probably not what you'd think. So it's about 64 percent. Ken: So, you know, imagine close to 40 percent of your referrals aren't even becoming appointments. Charles: Yeah. I mean, that's the 1 that's people are shocked by. I think if you were to ask us, practice owner, surgeon, practice admin, whatever, at a referral based practice, they're gonna say, like some would say a hundred. Oh, they have a referral. They're coming in. What do you mean? Have to come in. They have referral. Right? Or some might say, like, 95 or something. But that's just not the case. There's lots of reasons why People aren't booking. We're gonna talk about staff training here in a minute, which we have in another episode, but the data behind that. And the reason that's happening is even though you're getting a referred lead, you still have to think, I need to help this person schedule. Right? And there's stuff that comes up that gets in the way of that. So Takeaway there is if you're a referral based practice, don't go to bed at night and assume that you're converting a hundred percent because that's just that's just not happening. Right? Then the other larger takeaway, the general, conversion rate of 54 percent, that's actually The good or the positive side to that is the opportunity it represents. So 46 percent. Is that the right math, Ken, the other. Okay. 46 percent of leads that are already reaching out are not booking a consultation or appointment. So If you are, trying to grow your practice, I think pretty much everybody who's listening to this stuff is, then you are and should have a marketing strategy, you know, working with an agency or partners and investing in, channels and campaigns to drive more new people to you, That is a part of growth. But if you know, which you now do, that on average, 46 percent of the people that are already reaching out for that investment are not booking, You should, as one practice that I was talking to a few weeks ago said, look inward. Look inward. Say to yourself, what can we do to get that 46 percent to be 40 percent so that all of a sudden we're booking 60 percent. And without spending more incremental dollars on marketing, we are getting more bookings and growing. Right? That's 1 way to look at it. And then if you keep doing that, then you get to a place where as you're spending dollars on marketing, They're way more efficient. You're getting way more of a return because you're taking more advantage of that. We're gonna talk about the staff performance spread in a second, but That's the average. The top practices that I personally see are scheduling over 75 percent of their new patient leads for an initial consult or an appointment. So it is absolutely possible to get that way up. and the first step in doing that is to be aware of what your conversion rate is. Ken: Absolutely. You'll grow faster. You'll make more revenue, and your marketing dollars go further. Charles: For sure. Ken: Alright. You want to jump to Number 2? Charles: Number 2 is staff. So, um, there's quite a spread in performance between top performing folks handling these new lead interactions and the lower performing. So what are what's the data there, Ken? Ken: Sure. So, in my report, I actually only looked at staff that had taken 250 calls or more. So I kinda weeded out the newbies. And, the best staff member converted 91 percent of their calls and interactions. The worst was 13 percent. And the average the average was 60 percent. And if you look at I have this in the report, but the trend line is Pretty steady. So it's not just a couple of outliers. It's clearly, uh, every staff member is trained differently or, You know, something is something is, causing that smooth curve. It's not aCharles: Right. Right. Hey. If you're a statistician or you're just super sharp, what you're thinking right now is, wait a minute. Ken just said the average was 54 percent a second ago, but he just said 60. Let me be clear. When we're talking about staff performance, that means that the team has talked to someone. Right? So the 54 percent total conversion is, like, includes web leads that you never got a hold of and other things like that. We're talking about your staff is on the phone with a, a new patient lead, and what is that? And the average conversion rate of that for staff is 60. Right? So just making sure. 91 and 13 is it might as well be a hundred and 0. Right? It's an astronomical difference. And I've said this many times on other podcast. This human beings doing exactly the same job. Right? And the fact that they could have that different of a conversion rate, what is what does it tell you? It tells you that how your staff thinks about what they're doing when they answer the phone. Like, what do they think their job is everything. Right? That's gonna affect what they say, to the patient and what they're gonna do in that conversation. And the decisions they make about how they handle the conversation have an enormous, enormous influence on outcome, proof is in the pudding right there. The next logical question is, what the hell is the difference? Right? Like, what are these 91 percent people doing that the 13 are not? I'm I alluded to another episode, I think, earlier. We did staff training stuff. Definitely check that 1 out. but theThe biggest difference is when you ask the 91 percent person what their job is, they're gonna say help people schedule. when you ask the 13 percent person, who knows? Right? They're gonna say anything but to help people schedule. And that influences the way the conversation starts at the beginning, most of these most of these calls or these conversations your staff is having, there will be some, question or request right at the Beginning of the call, they call in, and thanks for calling blank. This is blank. How can I help you? Hello. What do you charge for this, or can you tell me more about that? And the folks that think that their job is to help people schedule, they're gonna start that call by letting that person know, hey. I'd be happy to help you with that. Have you been here before? Oh, cool. How'd you hear about us? They get control of the call, and they focus it on scheduling. The people that are not 91 percent and certainly the ones that are down to 13, they suffer from caller procrastination more than anything else. That is the top reason not booked. Right, Ken Across everything. And so what does that mean? That means that the team is talking to someone. The call is not focused on the consultation or appointment process. There's no momentum towards that. Caller is fully in control. Person handling, the conversation is reactionary. Right? That's what the 13 percent of people doing. They're answering the phone or making a phone call, and they're just waiting for the patient to basically tell them what they wanna do. The 91 percent of people have a or the people that are converting 91 percent have a purpose and are consciously trying to help that person schedule. And that's why the 91 percent Way higher because they don't have a lot of caller procrastination. Ken: Yep. Caller per we do so we do track like Charlie said, we do track why patients are not booking. Caller procrastination is number 1. Number 2 is taking a message. Charles: Procrastination. Keep going. Ken: Caller procrastination. Charles: Yeah. Ken: Number 2 is staff taking a message. So, you know, instead of answering the question and booking that Patient There saying, oh, I don't know. Let me get back to youCharles: Yep. Hey. 1 more thing. I just I get fired up about this stuff. I'm not talking about, like, advanced sales training. Right? A lot of people don't like using the word sales in this. You don't The difference between the 91 and 13 is simple. I mean, it's easy. It's simple stuff, and it's not getting them familiar with every in and out of all the procedures that you offer. Should they know that? Yeah. That's great. Right? They should know what you do. But them thinking that their job is to help people schedule, you're halfway there if they actually think that. So keep it simple with staff to get them out of that 13 and closer to 91. Ken: Awesome. Alright. Well, let's move on to the marketing channels. So real quick, I'll give you the top 3 marketing channels. Charlie will hit you with some takeaway here. so organic search is number 1. That's the top marketing source. Facebook's number 2. Paid search is number 3. And after that, it drops like a rock. So those are really the main 3 ways. Now we did notice 1 standout, statistic. Charlie, you wanna hit him with that? Charles: I don't have the actual stat, but I know the takeaway. Ken: The takeaway. Yeah. Charles: Facebook converts, half of the other ones, right,Ken: Less than half. Less thanCharles: Okay. So let me think about that again. So organic search, duh. Right? If you're not messing around with SEO and you don't have a qualified partner, what are you doing? Right? You gotta have an online presence be findable, um, and I'm not an expert in that. But, like, if you didn't already know that, you do now. Right? Organic search is king, and you've gotta, have your stuff together. With paid, Then you've got Facebook that's how much more, common is Facebook in terms of lead count than, paid search? Ken: Uh, it's just over twice as common, so ofleads. Charles: let's think about what's happening there. Now I don't know exactly what the investment is. So if you're listening to this, which you are because you're hearing me. you need to think about what the cost is of your Facebook ads versus paid search. But think about that. Two times as many Facebook, leads and half of the conversion rate of paid search. Like, that just seems way out of whack. So Facebook would have to be, like, a fourth of the cost, right, for that to, like, hunt at all. Is that correct? Ken: if if it's the cost per lead is really what matters. So if they're half the cost,Charles: I think it'd have to be a fourth because, like, the math is going multiple ways there. Right. I went to a liberal arts school, Carolina. Ken: yeah. I don't think the volume so is a factor in whether you, ROI basically would be, the fact that they convertCharles: I know. I know what I'm saying is right, but don't worry about it. We don't have to dwell on itKen: No. know I'm rightCharles: We'll do that. Okay. Hey. Listen, everybody. You shouldKen: ButCharles: Let's get let's get back to something that's gonna be useful. We did you wanna say something? Ken: I was just gonna say the actual number. So Facebook converts 19 percent. So think of all the numbers we've already talked about. Right? That's hitting close to that worst staff member. Right? Charles: Yes. You're right. So why the hell is that happening? Right? Well, what I've learned. Right? Because we have a lot of practices that It it it seems to be like Facebook has had a wave of popularity because you can get a ton of lead count pretty quickly and, I guess, cheaply. I'm not again, I don't know exactly what the investment is compared to Google Ads or whatever. but you can get an influx of leads And especially if you're just kind of trying to ramp up a marketing strategy, know, getting leads is important. But Here's one of the biggest issues is instant Facebook forms. Instant forms where essentially, like, on the ad inside of Meta, Facebook, a, like, a form sort of auto populates. And then, essentially, what ends up happening is a lot of people are submitting a form, and they don't even realize what they're doing. So then your team is getting an inbound lead and following up with those folks. The chances that they answer are a lot lower. And then the feedback, this is feedback we get and what we actually hear in real conversations is a lot of people have no idea what the hell, you know, is going on. And so it's a waste of when I say it's a waste of just in that example, sure some people have figured out other ways to deal with this. But, you know, you don't wanna be calling people that actually haven't consciously said, please call me. I mean, that sounds pretty obvious, but that is what it sounds like it's happening with a lot of the instant forms. so it doesn't mean you should totally abandon the strategy, But just understand that that's a dynamic that you need, you know, to deal with. What we've seen be way more effective is Facebook ads that are pointing people to a landing page or something like that where it's definitely clear that if they call, of course, or fill out a form, that they are reaching out to you. And that's what you want. You don't wanna you don't wanna have your team spending time and energy following up with people who, like, didn't even know that they had, you know, reached out to So, again, feedback we've gotten from practices, what we've actually heard in conversations, that is why Facebook is converting at half the rate of paid search. So keep that in mind when, you know, when you are thinking about your strategy. Ken: Yes. And you really need to measure this stuff for yourself because we can talk about what we Seen, but maybe for new it works. but the other danger here is, I'm gonna get some hate mail from marketing agencies probably, but Make sure your marketing agency isn't just saying, look how many leads we got you. Right? Because that's where instant forums is real easy to just rack up some lead count. Right? You really need to know How many bookings are coming from those channels. Right? Charles: Yeah. Bonus thing, it just popped in my head because, again, like, there's a lot of ways to do this. I mean, if you were gonna do something like instant forms, I'm just thinking creatively, you would really probably wanna have more of a fully automated follow-up deal with texting and email. I I'm not sure and not human, effort. your conversion rate's gonna be way lower, But it'll cost you less with your team. And then your team can spend time following up with non instant form leads in this example, which is a much better use of their time. So, again, there are strategies that can make that work, but the reality is out of all that data that we have gone through, those Facebook leads are converting at a much lower rate. So definitely consider that as you build your, your strategy and think about what your follow-up protocols are. Ken: Right on. Cool. Alright. Well, that was all 3 data points. I guess we'll mention real quick. I'm gonna drop a link, anywhere I can where this is posted to the data. But, for anyone just listening, you can always go to line dot com. That's with 2 i's, L i i n e dot com, and there's a link right in the footer for our benchmark reports. And, all the data is freely available right there. You don't have to put in a credit card or an email or anything. Charles: Thank you, Ken. Thank you. Ken: You're very welcome. Charles: Had a blast. Benchmarking. Woo. Ken: We'll see you guys on the next one. Bye. Be sure to subscribe for more episodes! Youtube Spotify Apple --- ### How To Fix Common Lead Tracking Mistakes That Are Costing You Patients: Duplicate Leads - Published: 2024-02-07 - Modified: 2024-02-07 - URL: https://www.liine.com/how-to-fix-common-lead-tracking-mistakes-that-are-costing-you-patients-duplicate-leads/ - Categories: Patient Acquisition /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Common Lead Tracking Mistakes That Are Costing You Patients: How To Fix Duplicate Leads In our previous post about healthcare practice lead tracking, we discussed the pitfalls of working with incomplete data. The main takeaway was that practices should track new patient leads from every interaction channel. Otherwise, you’re extrapolating assumptions which are likely incorrect and causing you to make ill-informed decisions. Even worse than working with incomplete data, however, is working with incorrect data. And this brings us to our next mistake: Mistake #2: Tracking Interactions Instead Of Unique People As a growth-focused practice, you need to track your new lead volume in order to make informed decisions and measure performance. Of course you know this, which is why you’ve set up a system to identify which of your inbound phone calls are new patient interactions. Now you just need to tally your new patient phone calls, web forms, chats, and online bookings and voila! You have a system to track your new patient lead volume. Right? Well, not quite, unfortunately. This process is still excluding one critical step. What we have described so far is a process that tracks new patient interactions, but NOT new patient leads. That’s because we have skipped the de-duplicating (or de-duping) process. Simply put, your new patients are very often interacting multiple times through multiple channels. Consider the following real-world example of a patient who 1) submitted a web form, 2) received a callback from the practice, 3) returned the practice’s call, and finally 4) booked an appointment online: /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} One New Patient, Four Interactions In this scenario, most practices would report three new patient leads. Without unifying these interactions, they would believe they received two new patient leads from Google Ads (converting at 0%), and one from social media (converting at 100%). You can see how quickly our tracking data becomes inaccurate if we are not able to resolve duplicate interactions. And it is incredibly common for patients to have multiple touchpoints. Solving For Unique New Patient Interactions If you want to solve this on your own, you will need to establish one database that unifies information from every new patient interaction. You can then tally unique contacts based on unique phone numbers, or decide if you want to merge duplicate contacts with more advanced matching rules. Here is how you might approach this:Create a unified reporting databaseBegin by using phone numbers as your unique matching criteriaMeasure first and last touch attribution, at minimumReport unique lead count per marketing channelDetermine your lead to appointment conversion rate by dividing new patient bookings by the unique lead count. What's Next? In our next post, we will discuss web form submission follow-up. If follow-up is done right, a practice will book nearly 3x more new patients. We’ll cover what you should measure and how. As always, if you’re looking to solve any of these challenges without the hassle of doing it yourself, well, that is exactly why Liine exists! Liine provides unified lead tracking with marketing attribution and more. --- ### Ep. 14 When to build a microsite for your practice​, with Joshua Lott-Suchanek​ - Published: 2024-02-06 - Modified: 2024-02-06 - URL: https://www.liine.com/ep-14-when-to-build-a-microsite-for-your-practice-with-joshua-lott-suchanek/ - Categories: Podcast: The Bottom Liine Be sure to subscribe for more episodes! /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . 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elementor-social-icon-slideshare{background-color:#0077b5}. elementor-social-icon-snapchat{background-color:#fffc00}. elementor-social-icon-soundcloud{background-color:#f80}. elementor-social-icon-spotify{background-color:#2ebd59}. elementor-social-icon-stack-overflow{background-color:#fe7a15}. elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 14 When to build a microsite for your practice , with Joshua Lott-Suchanek When is it appropriate to build separate microsites for specific services or locations? We talked with Joshua Lott-Suchanek, a fractional CMO with nearly a decade of healthcare marketing experience, to learn the pros and cons of splitting content off of your main website. https://youtu. be/dhkJKkBUQjo Listen: Transcript: Ken: All right, we're back on the bottom line, and today we've got a special guest, Joshua Lott-Suchanek, and we are going to talk about microsites today. We're going to talk about When it's appropriate to build perhaps a location specific or services specific microsite for your practice. But without further ado, let's let our guest introduce himself. Josh, you want to say hello? Josh: Yeah. Hey, Ken. Hey, Charlie. Thanks for having me on. looking forward to, you know, kicking around information with youCharlie: up. Let's cut up, man. Josh: yeah, long, long time listener, first time caller. So, my name is, yes, as Ken mentioned, my name is Joshua Lott-Suchanek. I'm a marketing consultant. who provides fractional chief marketing officer services for medical practices, primarily in, aesthetics and dentistry. So, I partner with, plastic surgeons, medical spas, dermatology clinics, oral surgery, periodontology, and, even general dentistry practices, really just trying to help them, Focus their marketing efforts and take their practice to the next level. That's probably the simplest way to put that. Charlie: Me and Josh have two, true or false, Me and you have two matching, Peter Millar shirts. Josh: true. Charlie: There's only one matching, but two of the same genre. Maybe two. Josh: no, we've got, we've got to, we've got, I think we've got a. PGA West, Peter Millar, and we've got an, an ocean course,Charlie: Oh, Kiwa, that's right. Okay, two and counting. Josh: Yeah, two and counting. SoCharlie: you ever see us out and about, we might, we might be dressed alike. be forewarned, right? Josh: Yeah. Charlie, like, brought me into the world of, of luxury golf resort polos. Like, and, and, and so far I've been a, I've been a hit in the southeast ever since. Charlie: It's a, it's a nice place to be for sure. Dude, pumped to have you, have you on, on the potty, the cast. I'll just get as kicked off as that cool kid. Ken: That is wonderful. Charlie: Okay. So the reason I wanted to, go through this topic personally is because I've had a lot of, practice owners recently ask me. if they should have a separate website, like for whether it's like branding, a service line in their business. So like an easy example would be if it's a plastic surgeon who has a med spa, very common, should that be presented to people on the internet as an entirely different business? Or if you're like oral surgery, dental implants, or if you're ophthalmology, LASIK, whatever it is. And interesting question. I didn't know what the answer was. And when we were talking about this, it seems like there's a couple of scenarios where that could make sense. So the first answer is, are you in one of these scenarios? And then if you are going to do that, then you have to understand a few things about doing it properly. So it doesn't screw up. Your current website and basically have you, you know, managing multiple online assets in a, in a poor way that just messes up the whole thing. So kind of a lot there and a big topic, but I think a lot of people are wondering this because people that they know are doing it or like their agency suggesting it. and so I'm excited to dive in, to, you know, what you think about it. And I think maybe the first thing that'd be good to kick us off is. Defining the terms in this world, right? So main website, microsite, landing pages, et cetera. Let's talk a little bit about what that actually means before we go through when it's time to consider using, using those things. Josh: When examining the difference between a website and a microsite or a landing page, it's important to remember that websites are really the anchor of a practice's online presence. It's an ecosystem that's designed to leverage and leverage. Bye. All of the information that a practice has to offer all of its KPIs, the training, the facilities, the team, the services, the reviews, it's just a robust marketing asset that is really designed to tell you everything you need to know about what you can experience with this practice. On the other hand, where you've run into a microsite or a landing page, these really are going to be sharply focused assets. They are going to be educational. and really about one specific thing and try to channel all of the things you might need to learn rather than about the practice as a whole, about one particular piece of a practice's marketing strategy. And so I always think, depending on the type of advertising that you're doing, sometimes Wrangling an existing site that could have hundreds of pages is considerably more difficult than wrangling the messaging on something that has one or two pages. Does that make sense? And you can define it further now when you say, well, what's the difference between a microsite and a landing page? essence, they are ridiculously similar, right? Like, you know, we're kind of apples and oranges if you will, but micro sites generally have more than one page. They're generally smaller websites that might have five or six pages and they could be published on or outside of a main website. They could definitely just be like a own mini website, micro, right? Now a landing page is generally one page generally can be published on a sub domain or a separate domain, depending on the strategy, but both of them are designed. To target specific campaigns, they're smaller than the specific website and generally can be temporary though. We'll talk probably later today about ideas when having a micro site that builds into a bigger long term strategy, which does happen as possible. Charlie: Super helpful to know. I mean, look, that's one of those things where if you ask people, if they know what a microcenter is like, yeah, right. Cause they don't want to sound dumb, but they probably don't know what the difference is. So I think that was, I mean, that's helpful for me,Ken: Yeah. Should we give maybe like an example? so like say you have vision XYZ. com as your main site. You would then build LASIK XYZ, just about LASIK. It's a different domain. It's a microsite. That's kind of what we're talking about as an example. Josh: Yeah. I mean, like, I think that's really. Again, the way you're asking the question is I think the way that most people process that information like I and I don't think it's necessarily wrong. I think where you kind of get into the decision making about how and when to deploy a microsite strategy is just really about, like, what is the goal? Like, that's really the first question, right? Of like, what is the goal? Of creating this asset. And so now if you say, Hey, I have vision x, y, z. com, right? I have a very successful sort of ophthalmology clinic. And I think that having LASIK x, y, z. com is going to provide me more available online real estate to take up in Google organic search. That's probably an impractical goal. depending on the competitiveness of the market, obviously we know there's only a certain amount of pages on the map placements on the map pack and a certain amount of placements on the first page of Google everyone that's within those first 10, 15 positions. Is is working on being at the top like that is the purpose of that. They're that's their intention, right? And so simply having more domains and more miniature websites about your practice online will not generally result in more page 1 placement. Can happen in more rural markets for less competitive phrases, so I don't want to ever say it's impossible, but it's not generally attainable in a major market for, especially for a procedure such like LASIK, which is such a competitive, obviously, market. And so I think, really understanding what I usually start with is obviously, what is the goal of marketing this separate thing? And what is the long term vision? For this, like this branded asset, like meaning like, Hey, are we simply looking to, brand away from our name? So we have some more attractive sales asset for future, M and a considerations. Are we looking at branding away just because we really want to leverage this new laser piece of technology that we're bringing into the practice and we think it's neat. You know, those are kind of the considerations that we're making is what is the long term growth potential and what is the goal or purpose of, of this kind of thought process. And once you kind of better understand where a doctor is coming from, in that line of thinking, you can generally provide them a more educated pathway to success because there is not 1 correct answer. It is definitely highly variable on the information. Charlie: the, I remember when we were kicking this around earlier, it seemed like there was four. Main scenarios where like, it could make sense. One of them is like some practices have a legacy domain that might be their last name or something that's like not super easy to remember or say. And so then they want to buy other domains that are, that are easy and just like more marketable. Right. So there could be a reason why you would want to do that. I'm just, I'm going to count through the four and I want to hear which ones are, which one you want to dive into. That's one of like, Hey, maybe this makes sense. Two, maybe you have, different services that are, what is it like, could be experimental or like if you need to have before and after that have nudity or something like that, you have to be careful about how Google treats those things, especially if the core of your main site doesn't have that stuff. Right? So that's one thing to another, scenario to consider. the third one is. If like you said, you're trying to make your business more valuable, meaning you have, a, a line of services. That you want to brand so that can like become its own business in a sense and grow that. And then that's like even disassociated from you if you're a provider or it's like it's another business that could even possibly be expanded beyond what you're doing in your local market. fourth one vanity domains. having a, trying to build another brand that like becomes its own business almost to make your overall business more valuable. So you sort of have multiple, that's one reason to do it. The experimental or nudity stuff that you don't want to have your main website have negative implications of. and then if you are adding a. Treat, service line or treatment types or whatever that don't necessarily, mesh in a lot of the minds of patients. You might want to separate it. So like maybe you're an oral surgeon. And you're like, Oh, well, I'm going to just do like Botox and facial stuff because like it's related. Right? But if I'm on the internet trying to find someone to do dental implants and I see that I'm like, why the hell would that be on the same website? Something like that. You may want to consider doing this thing where you have microsites or separate websites. ,Josh: I think that overall, like you cover a lot of really like valuable things. Cause like even, one of those topics you presented, was the concept of having a vanity domain, which is, which is still actually an entirely. Separate concept of having a microsite or having a landing page. So you've even presented a new line of thinking, you know, I'm sure every doctor here can, like, you know, sympathize with the idea of, like, owning dozens of domains that they've never used, but they didn't want anybody else to have, you know, and we hold on to them tightly like, and. You know, inevitably, as you're working with practices long enough, they go, Hey, should I keep this domain? Should I renew it? And I usually just ask, well, what are we using it for? Right? Like, has it ever been live? Have we ever directed content there? Has it ever been used in sort of TV, branding, advertising, radio, anything? And they're like, no, I just have it. Owning the domain doesn't have any value. Like, like a domain without any sort of content strategy or marketing behind it is worthless. Like it's just a piece of, you know, it's a piece of real estate that you're sitting on. And so one of the things that I always tell people, it's like a beanie baby. Yeah. Hey man, Charlie: I mean, those were valuable for a period of time. Yeah,Josh: For a period of time, the princess Diana one, man, it's somewhere. So, but no, where, where we get to is like the idea is like, you can, have a vanity domain strategy, you know, maybe you're trying to introduce a rebrand, but a soft rebrand, and you have something that's maybe quite difficult to say. Like I could have, Dr. Joshua Lott-Suchanek. com, which would obviously be very long, difficult to spell. Obviously it would really be kind of crummy to put on a billboard andCharlie: silent C dude, people would be, you know, it's just too hard. Josh: Yeah, it's too hard, but where we get to, if I have, a more friendly domain, like, right, like I'm here in Los Angeles and I happened to land on, you know, la XYZ LASIK. com and that's really short and simple and easy to put on a billboard. But when I go there, it simply just redirects to the landing page website or microsite of my choice. That would be just a redirect, like a vanity placement. And a lot of people, times you see vanity URLs on billboards, postcard mailers, you know, you know, not really sure, not many people doing bus ads these days, but you kind of get the picture. It's just meant to, when I'm driving by, have something easier to remember. And so I think that that's obviously one, one thing that people think of as having a redirects or vanity URLs, and that's totally viable. It happens all the time. but I do think that. Overall, it's important to remember, you know, when you're making the decision to have a landing page or a micro site, the advantages are really, you know, when you're trying to, I mentioned like trying to wrangle someone into a specific funnel of traffic or education when you have dozens of other things to educate on, that can be very, very difficult. But you can, a lot of times, if you deploy a landing page or a microsite for specific campaigns, whether you're looking at things like PPC advertising or email marketing or text marketing, we generally will see higher conversion rate, driving that traffic to a landing page because the landing page it's really built around the concept that it has a specific action. We are trying to spark enthusiasm, education and buy in around a specific product idea. Rather than a whole brand, but it doesn't mean that every single metric is better. Just because, you know, a better user experience and a better conversion rate is one side of the coin. You also are at times going to have higher bounce rate. You're maybe going to have a lower page quality score, especially when comparing it to your main website, which probably has considerably more authority or domain history. Charlie: Let's do the example of we are going to build. another brand that we want to like have, have its own asset and continue to, grow and make the business overall more valuable. What do you have to make sure you do or mistakes that you don't want to make that would make that, that would cause you to, to really have that strategy backfire, like what are the biggest things to watch out for? And actually doing that. Josh: So I don't necessarily think that there's anything at least that. Outright like stands out of things that could like, quote unquote, like harm your brand or website, but there are like considerations. so. It's situational, but my thought process is that landing pages should always not be indexable for search engines. they are, they generally are gonna serve, some support of, like, sorry. Although it's situational, my personal feeling is that landing pages should not be indexable for search engines. they generally are designed to just serve that specific actionable purpose, right? So their content strategy is generally kind of weak, and they generally won't rank, but having things that rank that are suboptimal, so they get found on accident, like someone searches a doctor's name, and they were really interested in a set of XYZ services, but they see a landing page about a service. That could create sort of brand fragmentation and confusion. So that's something that I usually recommend is having our landing pages be non indexed pieces of content. They will show up in ads, they will show up in emails, they will show up on social posts. But we don't want people stumbling upon them by happenstance. Does that make sense? And the other kind of thing is when we are making sure about launching landing pages, just because they can be about unique things, right? Like they can be about pieces of content that are important. a lot of times people will sometimes get, Lazy is probably the best way to put it right, because they are about one specific idea. Sometimes user experience on landing pages can be a little wonky. They could be, you know, they're single page traction, but they're a little difficult to navigate. Sizing and spacing generally becomes an issue. sometimes they throw the logo on it and change the color of a button because they have a landing page template and we lose sight of things like fonts and overall model selection that might not be brand consistent. So I always say to make sure like, Hey. They should be non indexable, they should be user friendly, and they should be brand consistent. And then also, we should make sure that we have tracking in play to measure the success of whatever that campaign is. Like, if we are saying we are doing this to launch and achieve a specific result, we have to make sure that we have metrics to support those decisions. Charlie: Totally. I mean, that's what we do, man. You know that. Just kidding. Ken,Josh: Well, and that's, and that brings a,Charlie: Yeah. Josh: a valuable, valuable point to about what we talked about in this. A lot of times people get into separating these URLs or having different sort of trackings in play because they're like concerned about being able to get to the true return on ad spend. I would say that's like the number one thing that I get brought in for, right. As I'm throwing a ton of money at my marketing, I don't really know how to make heads or tails of what's working. Help me get to the bottom of it. And you meet people who inevitably have been conned into, like, buying tons of microsite or landing pages or crazy backlinking campaigns and they're dumping tens of thousands of dollars on pay per click. And they just, like, they don't necessarily even mind spending the money. They just want to know that it's producing something, right? Like, hey, I'm putting this dollar in a bucket and I'm getting to take five dollars out. Like, that is what I want. And so, I think, yeah, you could try to segment everything by website and you could have its own little like sort of data studio to go tap into and look at, but one of the beautiful parts of, like, one of the reasons that I believe in partnering with a software company like Line is you don't really need to jump through all those hoops to get to the bottom of tracking, like, right, like having a micro site or a landing page or 10 websites, it doesn't really matter. If you have internal systems like line to help you process through the data and attribute where your leads are coming from, in a more, convenient way. Charlie: We make it easy, man. Yeah. Josh: I think the biggest decision that you have to make when choosing whether to have a microsite or landing page, or just developed in a whole separate website to launch, whatever it is that we're trying to launch product service, new brand, whatever it is. It really comes down to. What is the goal of that? And then once you know the goal, managing your expectations, having a microsite or a landing page and expect it to be like an SEO behemoth and compete with other, you know, more robust websites in your area, that's a losing mindset and it's really, it's just really going to cause you to be frustrated. Ken: Well said. Josh: that you can have that micro side of that landing page provide, a more, narrowed focus to maybe increase our conversion opportunities using specific advertising tactics, like pay per click, like email marketing, like social ads. Winning mindset, definitely something to definitely take a, take a stab at and determine whether that's going to work. I think one of the things that Charlie had mentioned earlier that I really do appreciate is sometimes we have other service offerings that can get added. To a practice that maybe are not intuitive or necessarily in alignment with things we've always done. You know, I will be working with a facial plastic surgeon and very natural synergy would be jumping into things like Botox and fillers and Hydra facials and Morpheus eight, right? Like all these things that could really enhance sort of like beauty and wellness in the facial region, along with the surgical services, adding that content strategy into his ecosystem, his, his main website anchor. It's super intuitive, but let's say that all of a sudden he wanted to get into spider vein there to be treatment, throwing that in there, like not really a home for that, right? Like we're treating, you know, varicose veins on our legs. Doesn't really have anything to do with facial plastic surgery. Doesn't really have anything to do with rejuvenation or aesthetics. It's an interesting choice. But also I'm using, giving you that example because I'm seeing it happen. And so you, they'll come to me and they'll go, Hey, where should we put this? Should we have our SEO team throw this on the website? And I'm usually like, Hey, you know what? Maybe before we dive into a more, you know, a larger, more detailed content strategy around this, we start running some pay per click ads, drive that traffic to, to a landing page and just see if this has any traction. Before we go jump down a bunch of rabbit holes trying to make this work for our SEO marketing. Charlie: It's sort of like chick, chick fil a comes out with Mac and cheese. You're kind of like, huh, it's a little interesting. You taste it fricking fire. Right now, if chick fil a is like, here's our shrimp scampi, that's whack. Josh: Yeah, yeah, definitely like the moment the moment that we're having aCharlie: chicken of the sea. Josh: Yeah chicken of the sea, we're on our tuna meltKen: Yeah. And you mentioned your SEO team. Obviously, if someone listening to this has an SEO team, they should be able to help you with this if they're worth their salt, right? Making decisions like this. RightJosh: of the beautiful Parts of what I do is, you know, I'm generally brought in, let's put it this way. No one calls me cause they're like, man, Josh, my marketing is so great. I would love to talk to you about it. Like that, that's not like a talking point. Right. And so I generally am only talking to web teams when doctor feels like there's a fragmentation or like a disconnect between what he's been investing and what he's being told and the results that are coming out. Right. So they generally just want someone that has a little more know how than them. shocking a little more know how than men to get to the bottom of what's going on with their marketing and then maybe create a playbook like an actionable like playbook for them to follow and then get to that intended result. the beautiful parts of my job is, I get to look at things from the 30, 000 foot overview. Like I'm not immersed in like the day to day operations of the practice where judgment can sort of get cloudy. I can. Look at their line dashboard. I can look at Google Analytics. I can look at their Google ads account, and I can speak to the technicians working on it. And generally, within a pretty short period of time, you can discern where the problems lie, whether they're provider specific, whether it's the talent, whether it's the strategy, you can generally pick those things out. And I would say that. You know, there was a time and place where like a microsite strategy was definitely more of a sales gimmick. Like, Oh, if you have a blog, like a separate blog and we put a bunch of content, it's going to rank right. Like these are all like a snake oil strategies, if you will, for marketing. I would say that most of the reputable players in the industries that I work in, like, you know, aesthetics, oral surgery. I don't think any of the major players are really doing that, doesn't mean none of them are doing that, but I would say that if you're spending good money with a reputable agency with a good reputation, this isn't like a big problem that you have on a day to day basis, but they are generally still just trying to figure out, doctors really want to know how do I just leverage and get the most opportunities into my practice, and that right there is the ticket, man. It doesn't matter what the problem is when the problem is like what they could say. I think my website stinks. I'm concerned about my rankings. I'm getting I'm putting a lot of the paper click and I don't know what I'm getting out of it by the time that I'm talking with a practice. What they're really saying is I want more opportunities in my funnel like that. That is like what they want to solve by fixing any of those things. And so when someone's asking you, Charlie, like, Hey, should I have a microsite or a landing page for this? They're really just asking like, Hey, well, having a separate asset put the right leads in my funnel and put me in a better position to convert. And sometimes, sometimes the answer is yes, and sometimes the answer is no, right? Like, I wish there was like a really black and white, like, Hey, never do this, but it's just really that simple Charlie: well, but at least today we covered the, the situations where it could make sense. And then some things that you got to watch out for. Yeah, you're right. I mean, that should be the first question is like, why it's why, and it's just like, are you, are you getting the patients you need right now? And if they're like, yeah, we're booked out, I mean, I wouldn't. I wouldn't, create another website, right? Unless you have a specific growth plan of, I am about to add another surgeon, or we're trying to open a location or whatever. Right. But, totally makes sense. Josh: I think you raised a really great point, Charlie earlier about basically trying to, when, when you could separate like content from marketing, because you might have other content on your website that violates Google ad like policy guidelines. So for instance, like in aesthetics, it's really common to have, get flagged for things like. Nudity, which are readily available in before and after galleries, within med spas, a lot of times we see you can get flagged for having things that could be deemed experimental, like PRP treatment. So I want, I have a med spa. I want to go market cool sculpting in my city. I'm going to have a PPC, landing page. I don't want to have a PPC landing page. I just want to use my website because I don't have any nudity on it. I go launch the campaign. It gets rejected because it violates Google's ad policy guidelines. We'll come to find out that 600 word PRP page that you have on there is, is getting flagged because Google can't let you market experimental treatments using their ads. So then you have to go through the legwork of creating a micro site or a landing page to run the ads because you have to be able to separate and get those ads approved and drive the traction that you want. So there are times when. Very good, honest, intentioned, ethical people just want to be able to promote their website and they run into roadblocks that require landing pages and microsites and that, and that happens every single day. Ken: Joshua, very glad to have you on. Your expertise is evident and we've got to have you back sometime. but real quick before we wrap, do you mind, do you have anything you want to share or where can people find you or website or anything like that you want to plug? Josh: you know, Ken, honestly, I would say that most people connect with me on LinkedIn, people looking, for just. general marketing, marketing advice and wanting to know, how, how and why they can change things. honestly, I'd encourage people to find me on LinkedIn, shoot me a message. again, Joshua lots to haunt. I don't forget that silent C when typing it in. also if you're watching this episode, you'll probably find me sharing and commenting on it. So I try to make myself, you know, pretty easy to find. Ken: Awesome. Well, thanks for coming on, man. And we'll see you guys on the next episode. Be sure to subscribe for more episodes! Youtube Spotify Apple --- ### Ep. 13 How to establish accountability and provide feedback to phone staff​, with Bailey Daniel - Published: 2023-12-19 - Modified: 2023-12-19 - URL: https://www.liine.com/ep-13-how-to-establish-accountability-and-provide-feedback-to-phone-staff-with-bailey-daniel/ - Categories: Podcast: The Bottom Liine Be sure to subscribe for more episodes! /*! elementor - v3. 18. 0 - 08-12-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . 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elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 13 How to establish accountability and provide feedback to phone staff , with Bailey Daniel On today's episode, Bailey Daniel shares how she and her portfolio's practices are tracking phone staff performance, as well as the best way to provide effective feedback. Bailey is the Senior Manager of Lifecycle Marketing for Aesthetic Partners, an MSO company with five different brands under their portfolio. https://youtu. be/fLkzCMYQ9LU Listen: Transcript: Ken: Alright. We're back on The Bottom Liine. And today, we have Bailey Daniel. We're gonna talk about phone call performance, but specifically how to structure and deliver feedback to your staff. So without further ado, let's do an introduction. Bailey, do you mind telling our listeners slash viewers just a little bit about yourself? Bailey: Your millions of followers. yes. Thank you, Ken. And hello. Ken mentioned, my name is Bailey Daniel. I'm the senior manager of life cycle marketing for Aesthetic Partners. Aesthetic Partners is a clinically focused, medical aesthetic and plastic surgery, MSO company that supports practice owners through expansion and growth. Currently have five different brands under our portfolio and are continuing to expand and grow into their markets and in different markets Across the country. So it's a very exciting time. we're in a huge phase of growth right now. but with, life cycle marketing, I manage, Our Patient Journey Centers, which are our lead nurturing and lead management departments for each of our brands. So We're super hyper focused on everything conversion from forms to phone calls. We also follow all of our patients and leads throughout their journey at each of our practices, from step one all the way to step four. we also are responsible for different retention efforts Throughout each brand, leveraging, you know, our partnership with Allergan and Ali Insights as well as, different through our practice management systems that we can use, lapsed patients, um, you know, our top patients. We can really get very granular with the Type of patients that we're, pulling and retaining. and, yeah, I think that's about it. Charlie and I work very closely together through Liine, and I've enjoyed our partnership very much. Charlie: That's awesome, Bailey. As you guys can tell, like, She knows what she's doing. There's a lot of lot of good stuff there. Yeah. Bailey and I met maybe, like, three years ago, I think. Something like that. Bailey: You know, the year two thousand twenty and two thousand twenty one, like, I don't know the difference between those years anymore, so I think it was two thousand twenty one. Charlie: One of those years I got legally married in and the other one I did, just if you're trying to distinguish. Great. Oh, cool. So anyway. Bailey: You actually got married the day before me, actually. Oh my god. Charlie: You're right. What the hell? You I forgot about that. You forget that. I did forget. So Bailey and I are great friends. We met about three years ago. But, we Bailey's, the so The, I guess, the first practice in Aesthetic Partners is Synergy. Right? and so Synergy is in Raleigh Where we are, and that's how we got connected. So just as she was describing the growth mode, it's been really cool, watching that happen. And, I mean, aesthetics is such a growing space in general right now, so exciting time. the topic today that I was to discuss because we're gonna talk about feedback as Ken mentioned. One of the things that we notice at Liine after we turn on our platform Is the practices often most practices they have, of course, the insights from our platform of what's the conversion rate, why aren't people booking in general on a staff member basis, Um, as well. So they know exactly what the team and individual people should focus on to improve. They have that information at their fingertips. The next step, of course, is having conversations with the people on the team, to talk about that And then give them some guidance in a positive way so that they make some small adjustments and change the way they're handling different situations. That Creates the results of scheduling more patients. What we found is a lot of people, I think, in these practices And maybe some of our listeners don't have, like, formal training that's related to that aspect of managing and leading people and they just end up not doing it. So, like, the same insights and issues over time for some practices can persist. And I'm looking at them from an outsider perspective going like, that is low hanging fruit, easy to make adjustments there that could have a huge impact on the practice. And it's, For some reason, really hard for people to even take the step of talking about it. So I wanted to have you on because I know you're really good at this. But why before we talk about how to do it, why do you think, in your opinion, a lot of leaders don't give feedback to their team. Like, why does that happen? Bailey: I think first, leaders are probably not understanding the importance The phone call and the importance of setting a really stellar first impressions with new and existing patients. So I think that's where it starts. but I think also it just comes down to bandwidth of the management team and being able to really dedicate the time and focus To really stay on top of your staff and focus on this type of feedback and training. Because although You do have to consistently provide the feedback. If you're doing it consistently and in a great powerful way, it should be pretty short lived. So either during your staff's Onboarding process and training or if, you know, you're revisiting some of your staff's phone call and you're seeing that they're still just Not really providing the best experience for your patients, you know, having them come back in and retrain. But I really believe that you should be able to effectively train your staff On how to properly handle phone calls in about three to four weeks. and then from there, it's just a matter of monitoring. But setting that really strong Foundation from the beginning and really being on top of it and hyper focused at first is what's gonna set you up for success long term. Charlie: Yeah. That's interesting. The first thing you said about not realizing how important it is. I think most people who said, hey. Is is the first impression on the phone important? Everybody's gonna say yes. But if you actually think it's important, then you have spent time thinking about what your team should do on the phone. And then when you bring someone on the team, you're This is what you do. Like, literally, these are the steps you go through. Bailey: But you also don't realize how you sound to other people calling. Like Yeah. Me, yes. I'm very particular, Hypercritical. You know? So I'm looking I'm looking for these type of things, and I'm seeking these type of things. But, I have quite a bit of experience with doing, like, some secret shop Calls just to kinda test the waters and see what else is out there. And there are some, like, glaring things that I can't help but to notice When I'll call other practices and then I take that feedback, I present it to the team, and I use it as examples. And I say, like, this is why it's so important to ask For that patient name at the beginning of the call. You know, this is why it's so important to make sure that you're inviting a patient to schedule a consultation with you, not just like leaving it hanging and leaving it up to the patient to then ask and engage and, you know, initiate that next step. so once you're able to also provide, like, that type of example for your team. I think it's really powerful. It really gets their wheels turning and helps them connect the dots to understand, like, why, the why behind. Charlie: I can't remember. You're involved with, like, hiring as well, right, when you guys are hiring new team member? You at some point. Bailey: Not anymore. Yeah. Not anymore. I was at one point. Charlie: And so you mentioned, like, how you sound the phone and stuff and mister shot. Like, what are what were the thing this is this I wasn't planning on asking Yes, bud. What in the hiring process, like, for someone who's going to handle interactions with especially new patients, but even existing, What did where are some key characteristics you may have paid attention to in interviewing and all that? Bailey: Yeah. I would say just their overall, confidence. You know, the phones are a black hole, and they are very daunting. You never know what you're gonna get on the other side of that phone. So I think, kind of like understanding and feeling out the confidence of the candidate is helpful, but also we need to make sure that during the onboarding and training process that you're really setting them up for success right now. Like, I would encourage To wait on answering the phones until at least week three of their onboarding process because they need to know, the ins and outs of every single service that you offer, they need to know how to schedule through your practice management system, any type of scheduling preferences that you have per practice or per provider. But then they're also, you know, going to know need to know how to credential the practice in your provider. So that takes a lot, and you don't want to set them you want to set them up for success when they pick up that phone for the first time. And so having that confidence under their belt is really helpful. but, I mean, I've had employees before where they just still, like, couldn't really get over that hump with their of, like, having a great phone call, and I had to just sit them down and be like, look. It's time. It's time for you to step it up. Yes. Step it up, and let's do this. Okay? And it works. Charlie: You know what I always do? If I feel like I'm not gonna just if I'm losing confidence, I just go with a British accent. Because if you speak in a British accent, no one even cares. They just what you're saying, they just like it. You agree? I'm just kidding. That's a joke. Sure. Actually, I I had I when I when I sold bookstore to door back in the day, I did an Australian accent a couple which was great. So that's cool. Yeah. Ken: I really liked that thought of secret shopping and showing your staff other people's because you're not like there's no ego attached or personal, like you know, you take things personal if it's how I'm doing, but that's really interesting. Bailey: I know. And I hate to lead with this on this podcast because, like, We're trying to keep it positive and cool, but it it is good to hear what bad sounds like so that Someone else can hear it for themselves because then they'll realize what they need to do differently to make their call good. Charlie: Yeah. I think the between making it really tangible and clear. Right? So between This is what you're supposed to do, like a one pager or something outlining steps, of what they actually focus on and say. And then And role play slash actual recordings slash mystery shopping. If people can't hear, like, good, bad, good, Good. Yeah. Like, that is just that is really powerful, and people will pick up on the differences. And I think most Practices aren't providing their staff with those examples. And so then when they're that's probably part of why they don't want to have the feedback conversation because they're like, well, what do Talk about. And when they've tried to do it, it's very, um, theoretical. And when the staff member leaves that conversation, they They're not prepared to say, what am I supposed to focus on the next time the phone rings? Right? It's just con conceptual thing. But if you give them those examples, they They literally hear it, and that's a lot easier for people to, I think, internalize. Bailey: Yeah. So, at Synergy, we've had Our PJC in place since two thousand nineteen. So it's like our most established PJC across all the brands for What does that stand for again for listeners Patient oh, excuse me. Patient journey center, PJC for short. Love it. Love it. so, as a part of our front desk onboarding process, one of the PJC coordinators trains them. And so the first training is they're just shadowing and observing her. It's like an hour long training. the second, she gives them a little bit of homework to do where they have to create their own script. the second training, she has them hop been on some calls, and then she is literally sitting right beside them. So as soon as that call is over, she can provide, feedback, or she can kind of guide them through the call if they're, like, struggling and drowning and need a little support. So that's really helpful as well in boosting their confidence. But, you know, to your point, Charlie, of, like, managers not being able to hold their team accountable because they don't really know what good is or they don't know, You know how to do it. I I really enjoy, explaining and coaching on the why we say things And why it's so important to have the phone call structured the way that we do just to, you know, go into patient psychology a little bit more and To also flip the script so that our team members can understand, like, yes, this is what you're saying, but this is how it's being received by our patients. Like, You know, some helpful reminders. Someone who's a very new patient who has never received Botox before doesn't necessarily need to know all of the details about Dosage and, you know, cost. They do need to know about cost to an extent, but, you know, their main questions are always gonna be, like, do you offer it? Maybe how much does it cost and what, you know, what are the next steps? What do I need to do? So we have to remember that and also remind ourselves. I have I have a lot of isms that I'll use in my trainings. And one of my, isms is that, like, this is our world. This is where we live. This is our normal and our comfort zone, but for someone who's new to our practice or our industry, it's the opposite experience for them. So we have to lead with that type of empathy, understanding that they might not know all of the questions to ask, but it's our responsibility to guide them through it and, you know, direct them to the best provider that's gonna be, you know, a good fit for them. Charlie: There's a really good concept called the curse of knowledge. there's a good book called Made to Stick that I recommend that talks about it. But after you have when you when you have learned something and you've Talked about it for a long period of time. Even simple things, if someone's never been exposed to it, like, they're gonna know nothing. and so you have to, I think what you're talking about there, Bailey, is the empathy. Put the perspective of, like, what is this person, what is their experience gonna be like if they've never looked Botox before, and they call me. And I literally have been talking about Botox for five years. Like, there's gonna be a huge gap, and even the very simple things. and so I think that's important to, you know, to remember. Bailey: And something something that you actually taught me, Charlie, was that, You know, a patient is also gets overwhelmed by too many details. So what we on the phones, Our job is to convert that patient from a caller to a booked consultation. It's then either your consultant or your provider's responsibility to convert that patient into, you know, from lead to receiving treatment. So it's our job to book the consultation and to guide them and lead them on how to best Do that not to get into every single detail on the treatment or the technology because that becomes very overwhelming to our patients. Charlie: This may or may not be a good example, but I'm laughing because, like, you know, when you go to a nice restaurant, they have a special. And I find a lot of times the server will tell you All the details. And then they'll pause, and then I'll go, is it good? Yeah. Bailey: Or how much is it? Charlie: You know what I mean? It's just like they're just telling me all the stuff it does, and I'm like, is it good? Because, like, I don't care. Right? I wanna know if it's good. Like, maybe I wanna know, like, What it is, but they just talk about how it's prepared and stuff. And I'm not a chef. Right? I don't freaking know. so that's sort of I don't know if that connects or not, but I just thought I'd sayBailey: it. I I think it does. I think it tracks for sure. Charlie: It tracks. Awesome. Well, I think one of the Sort of quick summary takeaway. There's, like, think about how much Bailey's talking about, Ken, with just the training, the expectations, the Foundation that's there. to get people, like she said, set up for success. What I'm curious about now, Bailey, is The ongoing. So, like, let's say someone's been there for a year. Right? And so they know what the expectations are. Every you know, I assume you guys have human beings that you're employing. And so there's gonna be, like, changes and fluctuations, and people are dealing with if it's just human nature that performance is not always exactly consistent and just they're gonna waver with things that they did really are doing really well or things that they're are Challenging for them. Do you guys have, like, a specific cadence of checking in and feedback? Is it dependent on performance? Like, how do you Deal with feedback in maintaining performance after someone's been there for a while. Bailey: Yeah. So, fortunately for us, we have our patient journey centers. The patient journey centers have managers or leads in place that are responsible for, You know, all of our team's, conversion metrics. So they would be the person you know, we're in Liine all day long anyways. But they're the person who's looking through their, individual performance metrics in Liine And saying, like, hey. Our goal is seventy percent. We want seventy percent conversion rate for our inbound phone call interactions for Nonsurgical treatments. I do think depending on your practice, if you have, surgical procedures and if you accept insurance or not, that's A little bit different, and we should set some different expectations as far as convergent metrics go. But for any type of, like, nonsurgical inbound phone call, I think seventy percent is High, but, you know, a good goal to have. So they would be the ones who are, on a weekly basis staying on top of those conversion numbers, and then at the end of each month, if we see that, you know, conversion didn't hit the mark, Then we would initiate a follow-up and an additional training. but we would also, you know, come to that training and provide exact details on, you know, areas for improvement. So we're able to go through each and every call and follow along the Script line by line and say, here's where, you know, we could've said this right here or, oh, you mentioned marketing channel at the very end of the call. But remember, that's most impactful when you ask at the beginning of the call because, because it leads, you know, really nicely and flows into the into the conversation really well. And, you know, not to just talk about Liine a lot, but the reason I really like Liine is because it makes everything, like, just very straightforward. The data doesn't lie. You're able to deliver your feedback, to your team members in a very direct way Without, you know, anything being personal, you can make it fun. It doesn't have to be super rigid and serious. I like to kinda play around with it and give some examples of, again, my little isms that I like to say and how I would have handled that a little bit differently. And, You know, I keep it upbeat and fun, and I think people like it. they see they seem to like it. But, yeah, I think, you know, being able to give really direct feedback is gonna be your best bet. Being clear is kind. it's not what you say. It's how you say it. a lot of a lot of little isms that we can give. but, yeah, typically, that's on, like, a monthly basis. if we find that an employee is still not consistently hitting the mark for, you know, more than a quarter, then that's when we would need to reevaluate Probably the position itself, especially if it's still within that employee's ninety day period, because this is, you know, a part of the job And an expectation and a responsibility as well. So, you know, just like your face to face patient interaction, what those standards are, the same applies for the phones. And, you know, no matter what, we wanna make sure that our patients are receiving a consistent experience no matter who they talk to. So if they're talking to their most senior employee versus someone who's, you know, within their ninety days, we wanna make sure that, You know, all calls are, you know, up to the same standard. Charlie: Sounds like the feedback conversation I mean, It's just so much easier to have with everything else you're describing in place because what that means is, like, it's not gonna be Surprise to the team if they're having a feedback conversation. You have clear goals. They're all being measured. They know there's gonna be a month at least monthly review. You. and so they're probably coming into that conversation, like, in some ways, ready like, it maybe even excited about, like, okay. I want to hit the goal. I didn't And I want to know what I need to work on because I want to hit the goal. So part of the answer to my question of how do you what are you thinking about in that conversation? How do you make it not negative is that that you have all that foundation? But In addition to that, when you're sitting down with someone, what is on your mind of, like, how you start the conversation and understood on being direct? But do you find it's better to just, like, say, hey. Listen. Here's, of course, where we wanna be. Here's where you're at. Let's talk about it. Or how do you do that in a way that that disarms Defensiveness from the team member. Bailey: Yeah. I think, walking them through the data a couple different ways is helpful. So since we're just talking about inbound phone calls, there's I mean, that's pretty direct and straightforward. I think if we were discussing, like, You know, form follow-up and form lead conversion, that would be a different story. But since we're just talking about inbound phone calls, I would start by just, going to the previous month, pulling the list of all of the calls associated with that, employee's name andthen going through them, assessing why they didn't book, where the areas of opportunity were in the script, and, yeah, kinda just getting right into it and getting to the point. I do think that, like, you know, as long as you do keep it upbeat and positive, um, and see, you know, this type of feedback as an opportunity, not like scolding or a a punishment by any means, then you're gonna motivate your team, to to want to be better. I think also, you know, we have, like, a Super solid script in place that we use for all of our brands. And while the bones, as I call it, of the script are Pretty much the same. there are some differences in the script depending on the brand because we wanna make sure that we're representing the brand well, for their patient base. And we know that each brand is different. So, um, you know, we just we fall back on the bones, but then Encourage and empower our employees to not be robots and not feel like they're having to really adhere to the super rigid script, and that's making them nervous. And so, therefore, you know, they're butchering the whole thing. you know, they can be themselves, but they just have to understand the importance of The order of what you say it, why it's so important, and how to maintain control over that call. So when I'm doing my trainings with the team, That's what I'm really reinforcing is kind of, like, educating them on why it's so important. what I find Is it's mainly, like, the order in which the call is being handled that the staff member isn't adhering to. I also will, like, explain things in a way that's like, okay. This is this is the thing that we can control over here. And here are the scenarios that we can cannot control in our phone Also, things that we cannot control include, like, someone calling, asking if we accept insurance when we're a cosmetic only practice. Okay. That's, You know, we can still talk about our services and try to convert them and get them to book a consultation, but ultimately, if someone only wants to pursue an insurance based practice, like, that's out of our control. someone calling, wanting to get information for someone else, which I always find wild. Like, who are all these people calling on behalf of other people. Like, you need to make your own dentist appointment. Like, you are a grown man. I'm talking to you, Ken. You're a grown man. You need to make your own dentist Appointment. Charlie: Damn it, Ken. Get go get your own Botox. What are you doing, man? Ken: is my breath that that bad over the Internet? Bailey: But, anyway, so that's like, you know, people do that. People will call on behalf of someone else. so there are some things that we cannot control, you know, with Phones and being really hyper focused on the patient experience over the phones. I found that our team members can sometimes tend to fixate around the things that we cannot Control. So instead, you really gotta reel them in. You have to explain the differences between the two and say, like, let's just shift Our focus on the areas that we can control, and let's really build our momentum there because you get told a lot you get told no a lot over the phone. And so it does take, a pretty specific skill set, and someone who is, inherently sales oriented to be able to navigate that, and not getting not get, like, you know, burdened by being told no all the time. So we shift our focus. We keep it moving. We focus on the things that we can control. and so, yeah, that's I like a gist of Kind of what my feedback sessions would look like with the team. Charlie:There's two things in life you can control. You know this, Ken. Effort, attitude. That's it. Anything else? Block it out. love all that. And then my last question, I don't know if you have anything else, Ken. Can this be done effectively without an incentive program? Bailey: You know I think so. Yes. I I do think it's helpful to at least start By putting an incentive in place, I have, you know, different experience with giving incentives versus is not and receiving some feedback from the team that was not incentivized. I think it can be a little bit hard to not incentivize your team since they have such visibility into their conversion and their performance and in others as well. that's where things can get a little bit tricky. I would encourage That you do incentivize your team over this, especially if it's a new initiative that you're really wanting to get launched and pushed and you're really wanting to go well. And that incentive can be based on, you know, overall conversion for the inbound calls that you answered that month. You can incentivize your team based on overall, phone answer rate, not including, you know, calls that go to voice mail or any abandoned calls, but what is, like, our actual answer rate? you could also incentivize your team based on, like, Different objections that you're really hyper focused on overcoming. There's a lot that you can do to incentivize your team and then incentivize them based on either, like, Number of leads that you converted or number of calls that you handled, I think that depends on the nature of the call whether it's, like, a surgical versus a nonsurgical Inquiry. Totally. I would incentivize. Charlie: Makes sense? Need to do another one with Bailey, Ken, on PJC stuff. We'll table that for now, but that's another it's a whole topic on creating that. Yeah. That's interesting. Yeah. That was That was so there's so much good stuff in there. really, really, really good. Ken, you taking this home, or where are we at? Ken: I love it. Super important. Go ahead, Bailey. Bailey: Did we answer all the questions? Charlie: We don't have to do that, Bailey. You know, we don't we're just trying to We want people to enjoy listening. Bailey: I like to know the rules. I like to follow the rules. WeCharlie: I think we can control the effort and attitude Dude here, hopefully. So I think we I think so. I feel great. Ken: I feel great as well. Bailey, it's been a pleasure. Thank you for coming on. Bailey: Yeah. Thank you guys for inviting me. It's been fun. Be sure to subscribe for more episodes! Youtube Spotify Apple --- ### Ep. 12 What healthcare practices get wrong about phone training - Published: 2023-12-05 - Modified: 2023-12-05 - URL: https://www.liine.com/ep-12-what-healthcare-practices-get-wrong-about-phone-training/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 12 What healthcare practices get wrong about phone 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elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple "Specialty healthcare may be the only industry that I can think of where there's this much money being spent on leads that are this valuable... but where the people handling lead intake are not trained, monitored, and incentivized. "On this episode, we discuss some common mistakes practices are making with lead intake phone training. We also cover the ideal mindset and strategy for retaining control and improving outcomes. Before co-founding Liine, Charlie Winn professionally consulted healthcare practices, providing sales training to hundreds of staff members. He has also personally analyzed over 10,000 new patient phone calls to uncover best practices in lead-to-appointment conversions. https://youtu. be/DUACacfJVyc Listen: Transcript: Ken: All right, we've got a very special guest on the bottom line today. You've seen him in every other episode. We got Charlie Winn. He actually knows a lot about staff training. So we're going to talk about what practices get wrong with phone training today. Charlie, let's make sure I'm not lying to the people. You want to tell them why you know a lot about staff training? Charlie: Yeah, sure. I'd love to do that. So my sales career started in college. I sold educational books door to door for four summers. Why the hell would that have to do anything with staff training? It has to do everything with staff training, if that sentence makes sense. But it taught me how to simplify what you're trying to do in a conversation with someone in a sales scenario. When your team's answering the phone or following up with leads, that is a sales scenario. I won't say the word sales anymore because I think it's a dirty word in healthcare, which it shouldn't be, because that's what people are doing. But that's where my love for the psychology behind all this started. And then before Liine, I was doing consulting for this type of stuff. And so that included training staff in specialty healthcare practices, just like the ones that work in the practices of our listeners, and I probably trained, maybe like 500-ish individual staff members. And then I have personally analyzed over 10,000 new patient calls. So a big sample of what happens on the phone, and then when you implement certain training and protocols of how you handle a call, what does that actually do to a conversion rate? So I've basically studied that in my consulting years before we started Liine, and I think that's why we're talking about this. Ken: Awesome! And just to kind of set the stage, I'm kind of repeating what you've said in past podcasts, I've heard you say before, but the issue here is really that healthcare is sort of unique in that a lot of practices are spending a lot of money on marketing. Patients have high value, but the people that actually take those leads are not always trained properly. They're not sales professionals, and they really should know what they're doing. So let's start from the beginning of the phone call. What's the best way to start an incoming phone call? Charlie: So true. I mean, there's no other industry that I can think of where there's this much money being spent on marketing to drive leads that are this valuable, right? If you're in aesthetics practice, hundreds or thousands for the first treatment. If you're an oral surgery practice, a dental implant case could be 50,000. Like, this is big time revenue opportunity. And if you go into a software company like ours, and a 50,000 lead comes in, like, that's, that is taken care of, right? So the people that are handling, there's no other industry where the people that are handling that. Like you said, don't have training, they're not monitored, they're not incentivized. And when I think about the training for this, what that actually means is, the person doing this job, let's just say of handling a new patient phone call, the training is that they know why, they know what to do, and they know why they're doing it. That's it. And if you can change the mindset of your staff to understand that, That's training. Now you got to give them some direction of what to do or what to say, which I'm about to start talking about. But if you were to go ask your staff, what is your job answering the phone when you talk to new leads, you would probably get a lot of different answers and the answer should just be to help people schedule. So the first part of training is to train your staff to think that way. And if they think that way, like there's so many other things that are going to be easier to fall into place. If they don't think that way, then they're never going to do what you ask them to do. Because they're just going to react to questions and things that they're getting. So, the mismatch is the mindset of the person that's doing this job is usually not, I'm trying to help people schedule. And if you don't have that aligned, Then no matter how many things you tell them to say, it's probably not going to happen. Ken: Yeah. And I think the impact to the bottom line is huge and maybe not understood. So we've seen conversion rates for staff members below 20%. We've seen the best performers are 80 to 90%. So basically your marketing dollars can be four times as effective, right? If you're training people the right way. Charlie: Think about that again real quick. The same people doing the same job, right? The low performers are 20 percent high 80. That's a huge difference. And that means that the way that your team thinks about why they're answering the phone and what they're saying has that much impact So that's a really important statistic to remember, and why what we're going to talk about today is critical. Ken: Cool. Let's go back three minutes. So I asked you,Charlie: You wanna ask the question again? Ken: I asked you is there a great way to start a phone call? Is there like a certain methodology to the beginning of the phone call? Charlie: Yes. The short answer is every call after your team, when your team answers the phone, they should say their name. They should add in the practice statement. How can I help you? Then the caller says something like I need to schedule or do you offer this or what does this cost? There's a million things they could say a hundred percent of the time. This is the phrase. "I'd be happy to help you with that" So the answer to your question, how should they start the call? I'd be happy to help you with that I'm gonna explain why but if you don't remember anything else from this episode. Tell your team to say I'd be happy to help you with that. Okay. What they what people do instead of doing that is based on whatever question the caller has. They start answering that directly because most people do have questions. We're talking about specialty healthcare. Some of you guys have insurance to a certain degree. A lot of you have none. So the mentality of the lead is as much consumer as it is patient and consumers care about cost and what is my experience going to be like and can you credential this person? And yada, yada, yada, right? So, when the staff answers the phone, they hear that question, and then they go off talking about that topic to start with, right? So, pricing is probably the most common one. What does this cost? And then either, well, you'd have to come in for a consult, they start talking about that, or Well, it depends. And then they give you a range or the worst is like, I'm not allowed to tell you that, but they're dealing with that question immediately. And so now this call is about pricing. Okay. Ken: Right on. Charlie: Be happy to help you with that changes the game. Go ahead. Ken: Yes I was just going to say anyone who's watching this but didn't see our episode with Dylan Kemna, we talked about pricing a lot in that episode. So I would maybe go back and visit that one. So that's the kind of the intro to the call, right? What about, is that going to help us avoid the trap? of the patient is asking question after question. How do we take control of the call so that it's not just dealing with questions or the patient raising objections? How do we control the flow, pushing them towards the booking? Charlie: Yeah. What I just said is the beginning of like a three part thing that does what you said, which is get control. So when I was doing consulting, we called this the initial response. You get a question or even a request. I want to schedule a hundred percent of the time. The initial response has three parts. I'd be happy to help you with that. Have you ever been to our practice before? How did you hear about us, right? And if someone's been there before, welcome back, right? Oh my god, so glad you called. Then look up their chart and yada yada yada, right? And so why do those three phrases get you control? It's because the first one gives you the space to ask the questions that follow and when you're asking questions, you are in control by default. Okay? So if you were to ask me, what does it cost to get body contouring? And I said, have you ever been here before? That feels like I'm kind of not going to answer the question. You know what I mean? And so now it's like, and that can get messy. When you asked me, what do you charge for body contouring? I say, Oh, I'd be happy to help you with that. You're like, great. That's what I called for. Right? So it's like, it sort of gives you that space to then say, Oh, and have you been here before? Oh my gosh, that's cool. Well, how did you hear about us? Now I have complete control of the conversation. I could ask for your name and number and, you know, and all that stuff, which you should totally do. And then what I, like, there's more stuff that needs to happen after that. But the biggest reason that some staff members have a higher conversion rate to the degree that we saw earlier as compared to others is they do the initial response. The beginning of the conversation is everything. If you don't do the initial response and you start answering the question. It's insanely difficult to get the call refocused on booking. Those are the magic phrases there. Ken: Are there any other common, like, training mistakes or ways that people are being trained wrong? Charlie: Yeah. So, here's the biggest training mistake is everyone thinks about all of the credentialing and the stuff on the procedure and, you know, we picked the best lasers that's fine. Right. I'm not saying that that isn't additive to the conversation, but if your team doesn't do the initial response. That's not going to matter almost every timeKen: Mm. Charlie: Because the call is already totally off path. And what that means is your team doesn't have control over it. You can't do things like credential effectively and talk about the experience that the patient's going to have if you don't have control. So the mistake is people focus downstream in the call, neglect the beginning, and then the staff is just reacting to the questions. Never has control, can't even implement the things they were trained on, right? And so they're like, this doesn't work, this doesn't work. Because it doesn't work because they neglected the beginning. Ken: That makes a lot of sense. Now, we see a lot of times the staff have to take a message. They just don't know the answer. They say, I'll take a message and call you back. When is that necessary or how do we avoid that? Because that's kind of a roadblock to the booking. Charlie: Yeah, this is controversial sometimes. I mean, I think in general that happens. That happens a lot because there's people that are new and they don't know the answer to every question about all the services they have. And so instead of my job is to help people schedule and schedule a consult where they can get all the information as soon as they hear anything they don't know about. They go, Oh gosh, I don't know what that is. So I've got to take a message. Right? So your team needs to be more and more knowledgeable about what you actually do, duh, because they're not going to sound like they know what they're talking about. But if your staff is focused on what I said before, which is I'm trying to help people schedule. No matter what question I get, I'm going to get control of the call, the initial response, and then I can talk about the console and suggest it. They're really not going to need to answer a lot of those questions, right? One of the things we saw in the consulting business that's counterintuitive is oftentimes the staff at the practice who were the most experienced, like had been there the longest would have a much lower conversion rate after the training we did than the new people. Ken: Hmm. Charlie: And it's because the new people didn't know all of the answers to the questions and that benefited them because then they got really focused on the training, the beginning of the call, the initial response, and actually did it. Whereas the experienced people, which means they just know all the information, they got caught in the trap of answering all the questions to start the call. And then the call got way off track and away from scheduling. So, if you have staff take a lot of messages, you probably... Are mistaking experience for you think experiences that matters as people know the answers to questions. And that's not true because this is just trying to schedule consults. Ken: Gotcha. How complex is this meaning do they really need to have a script in front of them at all times they go through, or is it really just like memorize these three components? We're good to go. Like how, how difficult is this really? Charlie: It should not be complicated at all. So it should be like a one pager that has, you need to have, there's some other things. Maybe we can do follow up episodes of what do you do in the middle and the end of the conversation, but there should be like, it's like a guide. Like these are my checkpoints. Printed out. One page and the checkpoints are phrases. Like it's something that they should say that gets them to the next step and keeps them on the right path towards scheduling. But not even really a script, just like a bullet of those phrases. And they have it by the phone so they can literally look at it. It's like directionsKen: Gotcha. Charlie: And then that's it. So, the hard part is how do you change the way they're thinking so that when they hear questions, their brain isn't like, I've got to answer that! And their brain goes, ooh, look at this. And if you accomplish that, you are going to schedule more patients for consult. Ken: Right on. That's a good idea that maybe we can go through that script in a future episode or something. Charlie: Sure. Ken: Cool. Anything else you want to add? Charlie: No. If you keep it as simple as I just suggested, this is not very time consuming in terms of getting started, but you've got to remind your team all the time. Hey guys, remember what is our job when we answer the phone? That's right. We help people schedule, right? And then you can get them as consistent with I'd be happy to help you with that as Chick-fil-A is with, what does Chick-fil-A say Ken? Ken: My pleasure. Charlie: Damn right, man. Right? How much, by the way, how much power is there in my pleasure? That, that phrase? Tons. It separates, in addition to the food, Chick-fil-A from every other fast casual chain that there is. Ken: I don't even know if everybody knows Chick-fil-A listening to this. I hope. Charlie: If you don't know Chick-fil-A and you're listening to this, you got a long ways to go. Let me tell you. Ken: Awesome. Cool, Charlie. Well, thanks for chatting with us and appreciate your expertise. See on the next one. Charlie: Yes, sir. --- ### How To Fix Common Lead Tracking Mistakes That Are Costing You Patients: Incomplete Data​ - Published: 2023-12-04 - Modified: 2024-02-07 - URL: https://www.liine.com/common-lead-tracking-mistakes-that-cost-you-patients-incomplete-data/ - Categories: Patient Acquisition /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}How To Fix Common Lead Tracking Mistakes That Are Costing You Patients: Incomplete Data Any company looking to effectively increase their customer volume must track analytics and attribution for their new leads. Healthcare practices are no different. The new patient journey from lead source to scheduled appointment is filled with valuable insights that can significantly impact a practice's growth. At a bare minimum, practices need to be able to report on lead volume, conversion rates, and marketing attribution. And yet, even these seemingly straightforward metrics can be hard to track accurately. In this short series, we will discuss common lead tracking mistakes made by many healthcare practices — mistakes that can result in incorrect reporting, missed revenue opportunities, higher patient acquisition costs, and a poor patient experience. Mistake #1: Missing Channel Data Each patient lead channel has its own tracking challenges and technology requirements. This means that adding additional channels often brings compounding complexity. As a result, many practices are not comprehensively tracking 100% of their leads with marketing attribution. Unfortunately, this incomplete data can have costly effects to the healthcare practice. /*! elementor - v3. 19. 0 - 05-02-2024 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Interaction channels for all new appointments - for practices that use all three Here are some of the major drawbacks to working with incomplete lead data: 1. Inefficient Resource Allocation And Wasted Spending Without tracking lead volume from each marketing channel, it is nearly impossible to determine how well your marketing efforts are generating leads. If you don't have an accurate picture of your lead volume and conversion rates per marketing channel, you will not be able to efficiently allocate your resources for the highest ROI. 2. Missed Opportunities Lack of tracking can lead to missed opportunities. For example, if a particular marketing channel is consistently bringing in high-quality leads, the practice might not recognize it and fail to capitalize on its success. Consider that different marketing activities may drive different interaction types. For instance, if campaign A tends to drive online bookings, and campaign B is driving phone calls, what will your reporting look like if you aren't tracking attribution for both interaction types? 3. Innaccurate Conversion Rate Metrics If you aren't tracking and (de-duping) 100% of your leads, you won't be able to measure accurate lead volume. Without a lead count, you can't know your lead-to-appointment conversion rate, nor your conversion rates per marketing campaign. This type of reporting data is crucial for identifying operational issues, staff training gaps, and other areas for improvement. 4. Difficulty Scaling Scaling any business requires a systematic approach with consistent standards of measurement and reporting. Collecting complete and accurate data means you can track outcomes and tie them to changes you're making. The marketing landscape is more data-driven than ever, and you may be prone to falling behind the competition if you have holes in your lead data. Solving For Comprehensive Lead Tracking So, you want to capture all your new patient leads with accurate marketing attribution. You don't have to build this all on your own. But if you want to put this together yourself, here is a high-level overview of the steps you'll need to take: 1. Implement Call Tracking You will need to implement a call tracking vendor. There are a number of companies to choose from, but this is not something you can build on your own. Put simply, call tracking will allow you to track the lead source for each new patient phone call. More advanced call tracking systems can also record and analyze the phone conversations for additional insights. 2. Develop Web Session Tracking To capture lead data from web forms, website chat widgets, or online booking systems, you will need to develop session tracking for your website. Google Tag Manager can be helpful for configuring tracking cookies and passing attribution data into hidden fields on your web forms. If this is new to you, you may want to hire a web developer who can help. 3. Aggregate Your Lead Interactions Configure a unified data analysis tool to aggregate all new patient interactions. Tools such as PowerBI, MS Excel, Tableau, or CorralData may work for you. 4. Reference Booking Statuses Now pipe in data from your EHR/PMS to your data analysis tool to determine the booking status of each lead. You will likely use phone numbers as your common field to match data. You can now report on total lead volume and conversion rates, or view this data for individual marketing activities. What's Next? In our next post in this series, we cover duplicate lead interactions: the reporting problems they cause, and how to reconcile them. And of course, if this all sounds like too much hassle, you could always explore Liine's all-in-one marketing analytics. --- ### Ep. 11 Tying marketing attribution to lifetime patient value, with Keith Jensen - Published: 2023-11-08 - Modified: 2023-11-09 - URL: https://www.liine.com/ep-11-tying-marketing-attribution-to-lifetime-patient-value-with-keith-jensen/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 17. 0 - 01-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 11 Tying marketing attribution to lifetime patient value, with Keith Jensen /*! elementor - v3. 17. 0 - 01-11-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. 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Keith Jensen is a 20-year marketing veteran working with healthcare groups. Today we discusses his methodology for reporting marketing ROI based on lifetime patient value. Join us as we dive into his tech stack and processes. https://www. youtube. com/watch? v=lnaDRWYBJc4 Listen: Transcript: Ken: All right. We're back on the Bottom Liine today. We've got Keith Jensen. We're going to talk about marketing metrics, tracking performance through the funnel, maybe hit a little bit of HIPAA challenges. But let's let our guests quickly say hi. Keith, do you mind giving us an intro? Tell us about yourself. Keith: Hey, this is the worst part. Let's skip through this. How about we just say I've been doing marketing for 20 years and worked with a lot of companies. So excited to talk about this stuff. Ken: Awesome. Beautiful. You know what you're doing then? Cool. Let's talk specifically for health care companies, right? Because that's why we're here. Obviously, marketing and capturing the marketing attribution, tracking that through the funnel. That's why we're here today. So can you kind of just give us a primer on how are you tracking marketing attribution, generally speaking? Keith: Sure. So I'd say what I've mostly seen in the past is that marketers are tracking it through conversion data, forms, calls, and then ultimately saying, Hey, we spent this amount of money, we got this amount of calls and they have. Usually there's some kind of metric in there that says or formula that says, you know, hey, if the call lasted more than 3 minutes, probably a patient. We’ll consider 80% of those converted. If it lasts between two and whatever, three, then it's 60%. That's one way that's been done. There are more complex ways which I prefer, which would be actually if, let's say you have a call tracking platform similar to a Liine you've got the phone number, you do dynamic number insertion on your website. Someone calls the call platform, the call tracking platform knows that it came from search engine marketing or organic based on the UTM parameter. Then you've got a phone number and they called in through a phone number. Or if they filled out a form, they gave a phone number. Right. So now you have that piece of data. If they maybe filled in online form, you potentially have an email address. Then ideally within a HIPAA compliant platform, you would match up those phone numbers and email addresses to the actual data from your EHR, EMR ,point of sale system, whatever you're calling it, right? The data, the system that you're your clinics or locations are actually using to collect patient information. Ideally, what I, what I typically like to do is you can just have summary level data come out of your EHR. Typically it's what I do is one row per patient. So you got like a patient id de-identified, nothing that could identify the patient. Typically an encrypted phone number. Sometimes you'll get four or five phone numbers. You have a cell phone, a home phone, whatever, whatever they're collecting at the location. And then you run the matching to say, Hey, we got this phone call from search engine marketing. Did it show up? How many times did they come in? What services that they get? And then you apply an actual revenue. You know, in some cases it might be a reimbursement model. We expect that on average we'd be reimbursed $200 for a visit like this. So you apply some kind of revenue based calculations on there and then you tie that all back to the ads. And a lot of times you can if you're tracking through like a like a Liine and I think others, you know, the CallRails and the Call Tracking Metrics might have this capability, too. But if they're capturing a UTM parameter, you're typically capturing the actual ad campaign that you served. So when you do it this way, you can actually tie back how much revenue did we get from this specific ad campaign and how much money did we spend on it, and what's our CAC? What's our CAC to LTV, Right? Ultimately, what you're trying to figure out with health care is how many times does somebody have to come back in order for you to be net positive or profitable on your ad spend? Because in a lot of cases you might spend $300 or $400 to get somebody to show up at your door, right. To come in for a visit and your reimbursement might only be 200 bucks. By the time you pay the provider, you might be netting 50 bucks. Right. So how many times you have to get that person to come in in order for that cost to be positive? And you might it might be three months, you might find out that the lifetime value of that patient is only $150 in which case this isn't worth it to do these ads. So that's kind of that's what I mean when I think about the through the funnel metrics. Charlie: One of the things I just heard you say, let me back up. Most of the practices that I talk to want to have everything you just described in one system. Well, why isn't there a platform that just does all this and connects it? And so the way you just described it was very simple because it's ultimately straightforward. But there's a couple of different platforms that play there. And you're also pulling data out there, anonymizing it in certain situations. So there's no PHI in there. But how would you I mean, it sounds like you just have to have multiple systems that you're using and there's not one platform that's going to do all this, right? Keith: There's not one platform, but it doesn't have to be as many as you think to do what we just described. So you're always going to have a whole bunch of platforms. You might have a a Hotjar on your your site that's that's looking at CRO and then you might have a tag for something else that's looking at meta information, whatever that is. But for this for this really, if you're talking about like, say, Google ads, which is a large amount of spend typically with with health care organizations, really what you need is you already have Google ads. You need. . and a lot of people there's a whole thing going on now with the GA4 Google Analytics being non HIPAA compliant, People are switching to other platforms where they can sign a BAA. But you've got one of those you've got your GA4 if your legal team isn't really caring too much about the concerns there or you've got your, you know, Mixpanel or whatever else that is that you have your BAA. But you have some kind of pixel that is is tracking. The thing is you really don't need that as much as you would think. What you really need is the tracking the pixel on your site from the call tracking system that's going to swap the phone numbers - ideally have forms embedded on your site and potentially an API if you have an online booking tool that sends all that data into your call tracking platform. So now you've got your call tracking platform that knows these are the people that called or filled out a form. What I do like about Liine is that the API does go through and says, Hey, these are booked. So the nice thing there is that like you can believe that a majority of those I mean there might be an error rate, you know margin margin error there but it's low. So. So you go, okay, he's booked, but okay, So we've got one platform there. Then you've got your for EHR. You already have that. So that's not a new platform. That's that's your source of truth for who came in and how many times they came in. There's definitely a report you're going to have to build there that you're going to have to export or have an API, and to pull that data out. The third platform is probably the most important one to do the actual math. I like as a platform out there called Corral data. And what I like about them is they have integrations with a lot of these systems already. Some EHRs. If they don't. They can build it. A lot of times, your EHR, they'll actually give you a Snowflake or other Azure database that they're just like every day dumping into, which is where they're running the reports. A lot of these EHRs, most people in health care know, they're pretty antiquated and they don't they're not a product led organization typically. So they're not coming out with new features all the time. So you need something like a report or a table that is summarizing the patient data, but that should not be too difficult. Then you can pull in the phone numbers and that called from Liine or from call rail or whatever you're using, pull that data in. That's going to tell you the ad campaign that they called from whether they came in from the channel, you know, direct organic referral, etc. . Then you've got your EHR data that comes in. Corral, does the matching and can apply all the revenue. What I've done a lot of times is I'll connect Corral to a Google sheet where we have variable things where I go, I can just manually go, you know what a reimbursement change. So if if a location is in South Carolina, change reimbursement for this care type to this and it just updates in Corral so the math can be dynamic doesn't have to be hardcoded, you could build that into the variables in the math and do a Google sheet that connects in. Corral can do all the mapping and show you all of the data to say, yeah, this is what your CAC is, what your LTV is, and then the last thing you really need is Google ads, which feeds directly again into Corral and the the Liine data that told you this phone number called from this campaign that once that's in Corral now Corral can match that campaign data up to the spend that came from Google ads. So now you think about you you do have one system that has spend data from Google ads, cost per click, all the good stuff Google Ads needs to know, then it has how many people called from them, Right. What were the what was the conversion rate on that? And in Liine's case, how many booked? And then you've got your EHR data matched up to say how many showed up and how many times they come back and what was the reimbursement rate for those types of visits and pull all that together. And now you have your CAC to LTV and that is what truly I think is what a good marketer would want to make the decisions that they need to make about what's working, what isn’t. Charlie: Makes a ton of sense. And if somebody was going to does not doing that now which most people are not and they were going to start doing it, it'll depend on their specialty and their practice. But you know. What I'm thinking about his lifetime value, right? So. So how many how long do you have to sort of track this to where you really understand enough to start optimizing the campaigns? Again, it'll be dependent on the nature of the services provided. But how how would you help someone think about that if they were just getting started? They weren't sure maybe what maybe how many visits somebody has for their services. Keith: And it so well, tough to the end of that question made me maybe think that you were saying if you don't know if you don't have the EHR data to know how many times people are coming back. Charlie: I guess they would know because they've gotten an EHR. So forget that part. Keith: So let's say they so yeah, so now let's just say they know they have all this data that we just. Yeah, right. What you're probably going to find out if you just start measuring today, What you're going to find out probably is that well we spent (making it up) $20,000 on Google ads this month. We got X amount of bookings and that only brought in $5,000 of revenue. Uh oh. Like, don't panic. Right? Most most things don't don't bring back the revenue with a profit immediately. With health care services especially, people are typically coming back. It's a little bit harder when you have annual based services. You know, you've got a gastroenterologist or you've got even dental is is difficult, right? Because like people don't you know, people come it's supposed to be every six months and not everyone does that you know. Meanwhile you try to leave a dental practice without booking your next visit and they basically tackle you. Right. They're really good at the forward looking component of things. Probably the best in all the health care verticals. But yeah, ultimately you have to figure out you have to just let the calculation run to see how long is it going to take, Is it going to be two, three, four months before those do those that $5,000 that you originally brought in makes it over $20,000 and it should, Right. If you are bringing patients in, no matter what the the number is that you're bringing them in the cost per booking, If they come back enough, eventually it'll get there. So the beautiful thing about this type of of build once it's it's built is that it updates automatically. So the longer you get from the day you started tracking that number just keeps racking up because people come back more and more times ideally and eventually you can see it might be two months or it might be nine months, but at some point you'll see how long it takes you to recoup that that money. If you get to the four or five month mark and you're still the first month is still below, you might start getting worried for sure. But I think it all just depends on on whether it's the cash based business or, you know, insurance and reimbursement, which also could be variable based on the state, which again, you can plug all into the Google sheet and just modify it up there. Charlie: Yeah. Yeah. I think anybody who's starting like this, step one, in addition, everything he says, just like also just look at your historical data in your each hour of the average number of visits per patient that you've already had, regardless of where they came from as a starting place. And just know that and then you have at least a point of reference to understand a timeframe you should be expecting to some extent of when you're going to get a return on the marketing dollars. Good stuff, man. Simple stuff. What else you want to talk about? Ken: So we talk about HIPAA quickly because I know that's kind of the big obviously the big hurdle where changes sort of things are doing in marketing. How does that sort of impact what you're doing versus other industries or especially like pixel tracking things like Facebook which rely on pixel tracking to improve what their algorithms do? How do you get around all of that? Keith: Right. Well, look, I'll repeat what people have told me because I haven't done the research to see if this is a true statement or not. Right. But what I have been told is that there are, you know, lawyers trolling, looking at websites going, ooh, this the health care site. They've got Google Analytics on there. I’m gonna include them in a class action lawsuit because we know that Google Analytics will not sign a BAA. And essentially what they're saying or positing and who knows if this is accurate or not. I'm not a lawyer. What they're saying is that by allowing Google to have their pixel on your site and you having no agreement in place with Google as to what they can do with the information that they capture, even though you're not letting them capture things like name or let's say they don't fill out a form and it's like name, email and you're not letting Google have those. Still, Google has that person's IP address and that IP address. They know the through, you know, virtually every other site in the world having Google Analytics on it, they know where they've been. They know a lot about that person right? So by you basically allowing Google to know that this IP address hit your health care services page and went to a page about knee replacements. Right. Well, you kind of told you kind of, you know, violated HIPA is what they're saying by allowing Google to be able to connect those dots. Now, who's to know who's to say what Google can do with that information? They can go sell that information to a pharmaceutical company that wants to advertise to people with knee pain. Right. So that is where the problem comes in. And it really is up to each marketer and legal team to decide how risky they believe or how at risk they believe they are. If if you are if you believe you're at risk, then there are platforms out there. I think Amplitude’s one, Mixpanel, Heap. io, they'll all sign a BAA with you, a business associates agreement, essentially saying that we won't do anything with your data that you don't want us to. You decide where your data gets sent. So so that's one component of the pixel tracking. Going back to what we were talking about in terms of the through the funnel, I think it all gets down to again, the level of comfort your legal team will have with the systems you're using. You're going to have BAAs as a healthcare organization with virtually every with every system that touches your data. So, you know, any Liine or any other call tracking, you're going to have a BAA in place with a Corral data where you bring everything you'll have a bar in place with. And then the majority of those companies will also be HIPAA compliant, which is kind of a self-certification, but it's saying, Hey, we were secure enough that we feel good here. We're not going to run any risk for violating HIPAA or breaches. So that's essentially the way. So now the level of information that you send into these platforms, for instance, the corral data, you may decide, well, I don't want them to have a name, phone number, email, right. Really, all they need is the phone number. So what you can do is out of your or you run a script that encrypts the phone number. This basically runs it through this huge algorithm, right? That that takes all these numbers and multiplies them and does all of a sudden there's a there's a key to that algorithm to decode it, to get it back to a phone number. You send that data into Corral and potentially you get the same, let's say, encrypted encryption happening from your call tracking. You don't even have to necessarily decrypt it. You get phone number. You can match up the encrypted numbers and say, okay, these match. So now we know. So there are definitely ways to not pass HIPAA related data into platforms and still be able to do this kind of calculations. It just takes a little extra work right now. Charlie: It's interesting that it's been I mean, like you said, it's because of the lawsuits that are going on. But I mean, this is wasn't a thing until three or four months ago. Right. And some big groups are getting legal trouble and then everybody's talking about it. Keith: So it's like that too good to be true thing, right? Everyone is like, man, Google great. They've given us this pixel that tells us all these cool things. And Google's like, Well, yeah, yeah, good. Look, I'm monetizing this on the back end with everyone else who wants to advertise. So the people who came to your site. Totally. So it's not exactly as simple as that, but it all boils down to, yeah, if, if they're interpreting IP address as part of PHI or PII, then yeah, you are basically giving away PHI by allowing a Google pixel on there. And that is a more recent school of thought. So again, I'm not going to say that it's a it's a true statement because again, I haven't seen any of these lawsuits, but I have been told that they exist. So it ultimately comes down to how risky or how at risk you believe your organization is. Ken: Well, key takeaway for today is if you're just tracking the initial sale, you're missing out on the actual performance. Lifetime value, Get that data. Charlie: Yeah, and most people are just tracking calls or clicks, man. You got to go deeper in that, no doubt. Ken: Yeah. Keith: Easier, easier to make business decisions when you go deeper. Charlie: No doubt. --- ### Ep. 10 How to handle the pricing question on new patient phone calls, with Dylan Kemna of Opticall - Published: 2023-10-26 - Modified: 2023-11-08 - URL: https://www.liine.com/how-to-handle-the-pricing-question-on-new-patient-phone-calls-with-dylan-kemna-of-opticall/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 10 How to handle the pricing question on new patient phone calls, with Dylan Kemna of Opticall /*! elementor - v3. 17. 0 - 25-10-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + (2 * 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elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Dylan Kemna joins us to discuss best practices for new patient phone calls, bringing over 15 years of experience managing healthcare call staff. Today, Dylan shares insights into his call structures that are proven to convert more leads into booked appointments. We learn about building rapport, when to collect patient info, and how to think beyond simply answering questions. We also take a deep dive into the most common question - "What does it cost? " https://www. youtube. com/watch? v=cUuWt3oTPrM Listen: Transcript: Ken: All right. Welcome back to The Bottom Liine. Today we're talking about call staff and phone call performance. And we have the expert, the master Dylan Kemna from Opticall. Do you wanna say hi real quick, Dylan? Dylan: Yes, hello. Thanks for having me, guys. Appreciate it. Ken: Awesome. Yeah, I'll do a quick intro for Dylan and we'll jump in. Dylan is VP of Sales and Marketing at Opticall, and he's been there for 15 years now. And before joining Opticall, he worked with a Lasik marketing agency that used Opticall for their clients. Sounds like you've been doing this for quite a while, buddy. He has a passion for networking and helping people succeed. Dylan started groups on LinkedIn for dental marketing, plastic surgery marketing, ophthalmology marketing, dermatology marketing, and audiology marketing. They have over 100,000 subscribers collectively. Yep, I see them all the time. So join those, too. They're great resource for staying connected in the industry. Dylan is a graduate from THE Ohio State University. I like how you put that in all caps. Ken: Something that not everyone knows about Dylan is that he has actually visited all 50 states in over 20 countries. What's your favorite country? Dylan: USA Ken: Haha. Dylan: We seem to visit Australia quite a bit. Ken: Oh, awesome. He also enjoys reading, sports, and music. Glad to have you here. Charlie: Hey why didn’t we list the Fantasy Football League as part of the networking example. Dylan: Because it's an exclusive invite. Charlie: You know, that's a good point. Just everybody needs to know I made it on that list this year. So just saying. Dylan: That doesn't mean you'll stay on the list. You gotta perform. Charlie: Damn it. I know, I'm not acting. I'm not acting like I'm worthy right now. Okay. Ken are we rolling? Should I start, like, with questions? Good to go. Ken: I think you should start with questions. Charlie: So we're. I'm excited about this, and we're going to talk about staff performance and what I call the greatest mismatch in the history of business. What I mean is I've never seen any other industry where the businesses are spending the type of money they do in health care specialties on marketing to drive leads. And the leads are worth usually thousands of dollars just for the first series of treatment. Right. There's a lot of specialties where lifetime value is tens of thousands of dollars or more. And that was we'll start just kind of focusing on a phone call. Let's say they're inbound phone calls ending up on the desk of someone who doesn't even really think of their job as anything related to business. Right. We oftentimes ask staff like, hey, what's your job in the practice, The ones that are handling these calls? And they say, my job is to answer the phone. And if that's their mindset, like, that can lead to a whole lot of different issues. So I guess first question is what what what have you seen Dylan as far as like the mindset of the typical staff member and why that causes problems in their ability to A) provide an amazing patient experience to B) really optimize converting leads to an appointment? Like what's the biggest issue? Dylan: Well, that's a great question, Charlie. There's there's a lot of issues usually where that often the people that are handling these calls they're the first impression of the practice, but they're often the people with the least amount of training. Sometimes they've been on the job for one week, they're already fielding calls. Practice may not have a triage to be able to prioritize, prioritize new premium patient lead from just any call that could come through on the practice line. And like you're mentioning, sometimes the people that handle these calls may not have a real vested interest in the practice. They may just look at it as a job. So they're they feel like they're doing their job, that they're answering somebody's questions where there's not a real foundation for engagement and maximizing these opportunities. Charlie: Totally. Yeah. I was actually just at a conference this past weekend, an aesthetics one, and one of the things we were talking about going back to the mindset is if you ask your team that handles these calls what their job is, it shouldn't be answer the phone, it should be help people schedule. I answer the phone to help people schedule. And just thinking about the point of the conversation that way will change everything right? Because otherwise people will fall into the trap of I think what you were saying, which is just answering people's questions and what are like the most common I mean, I think I know the answer to this, but what are the most common questions people are asking patient wise when it's especially cash based stuff? Dylan: The most common question is always around price, but I'm glad you asked that because I'd like to touch on that, that I consider the price question almost an artificial question that the reason people ask about price, isn't it because they want the cheapest brain surgery, It's because they don't know how to distinguish one practice from the next so that price prices all they know to go off of. So what we're looking for and we do that on the assessments that we do for practices. We call our lead conversion assessment for Mystery Shop, where our goal is and to stump the counselors. We ask something around price. And what we find is most practices, if they're able to answer the phone, will just try to answer the question and say, Is there anything else I can help you with? Where we've developed the process at Opticall to be able to engage and maximize these opportunities. We've handled millions of calls since we started in 2002. We've developed the process that we call a logical progression, which is just a finesse of like introduction, exploration, education and closing that you can't just like come out of the gates in information capture mode and start asking for a name, email, address, date of birth, Social Security number. But you got to build some rapport where people might just be shopping around. So you want to create a great experience from that first point in contact. But then I don't know that we're going to go through a whole demo, but just in terms of how you engage them, there's some finesse to how you do that. Charlie: You just there is a lot there to talk about. The one thing I wanted to dive in to is when people hear. So the price question is by far the most common for sure. Right. And the reason people are asking for it, like what you said, artificial and what I take from that is it's just people are rational consumers. So if they don't know anything else about whatever, they're going to ask how much it is and just just think about the people listening. Think about yourself. If someone's like, Hey, have you ever thought about getting LASIK just in a regular conversation, one of the first things you're going to go is in your head is, I wonder how much that costs. Not because you're like, my God, if I was going to do that, I would get the cheapest one. It's just a rational question to ask. So what I take away from that is most people, when they hear price question, they either go, God, we have to answer it, or they make an incorrect assumption and that person is a price shopper and that is 100% not true. It just simply makes sense logically that people would ask about cost if they don't know anything else about a procedure which most of the people calling in don't know anything about the procedure. So they just that understanding that the pricing question itself isn't bad is a huge thing for people to realize. Ken: Real quick, we have some data on that actually because we track - we track the reason patients aren't booking. And we found that less than 2%, less than 2% of the patients that don't book was because of the price. objection. But I've heard, you know, providers say, why aren't we booking? It must be because of price, because that's what they ask all the time. But it's not true. Charlie: And also they'll ask their staff about especially if it's paid leads. Right. Because these are people that are finding on the air they're going to ask about price. Right. So if you go ask yourself like, everybody's just trying to find the cheapest one. They're not good leads. And there's this massive misconception there. So I'm interrupting. Go ahead. Dylan: Well, I was going to touch on that, just that I think what people really want to know is did I call the right place? Am are getting a good value. And that has a lot to do with the experience that the practices are delivering. So it's not just about answering that question. It's it's about how you engage them. It's it's the greeting. Thank you for calling Name of the practice. This is Dylan speaking. How may I help you? It seems so basic, but practices miss that they might be some the worst ones. Just say doctor's office. So you leave out their name. Some leave out the thank you. And it's just good customer service and whatever it is they're asking about, we always start out with, I can help you with that because we're trying to create an experience. We've talked about the smiles, we've got mirrors at our desks like they can hear the smile. Like as far as our our approach, ‚ÄúI can definitely help you with that. Is this your first time contacting us. ‚Äù That can assist the stage that we're going to ask some questions helps us identify if it's somebody certainly contacted the practice that they might be in the system already, but also serves as a buffer to ask for the referral source. And depending on the procedure they ask about, we have our own phone scripting program that we've developed and it'll prompt different exploratory questions. So like if it was LASIK, our team knows to ask what type of trouble are you having with your vision is a distance or reading? Find out if they're glasses or contacts. Find out if they've had any previous conditions, previous surgeries, things that are necessary to get to the next step. But it I think it is impressive to the caller if other practices aren't following this protocol where if it's delivered properly, it just sounds like they know what they're doing. And I think that exists. Confidence for the for the callers. Charlie: One of the yeah I mean nobody does this so if you're listening and you start implementing some of the things you're hearing, like you're immediately going to have an edge. I love the beginning of the conversation that you just had, which is I can help you with that or I'd be happy to help you that whatever you said. And then is it your first time - you use the word buffer. And I think when people think about training their staff, they make it too complicated as far as like, what should we actually be saying on the phone? They also, by the way, go into asking for people's information immediately, which I think is very invasive at first. Right before you have any type of dialog, which is what you said. But I love the ‚ÄúI can help you with that‚Äù because what it means when you say buffer to me is let's go to the pricing question. Someone says, I want to know how much you charge for LASIK. You certainly don't want that person to feel like you're avoiding the question. And so I can help you with that. Is this your first time calling is a beautiful way to not start by answering the question which you don't want to do, but have a conversation which you're now in control of because you're asking the questions and that saying I can help you with that at the very beginning is what allows you to accomplish what I'm saying without making the caller feel weird. So A, you should do that if you're listening. B How simple is that? Like, that is not complicated. And when you talk about training your staff, it's this type of shit that we're talking about Excuse my language. Can these little things done consistently will improve your conversion rate. So I love that approach. Dylan: Absolutely. I left out one of the key steps. After you ask if it's the first time, contacting you. Then it's okay to ask for a name and a phone number in case you get disconnected. You can call them right back. It's not too intrusive. Most people appreciate that because we've all been on those nightmare calls with maybe a cable provider where you've been on the phone for an hour, get disconnected, have to do it all over again. Most people are pretty receptive to that. And that's that's all we want to ask upfront, just so at least have a way to call them back up. Most practices that we do our assessments on, they never get a name or number. I would say it's like in the high nineties that don't ask for that name and number. They only do that if somebody is actually moving forward in scheduling. So it's a good practice to get into. Charlie: And I agree with that. And again, I love where you're doing it because if someone let's, let's say someone called in and said, What do you charge for LASIK? And I said, Can I get your name and number in case we get disconnected, then it feels like I'm avoiding it versus, yeah, I'd be happy to help you. Have you been here? Okay, cool. First time. Well, what's your name, by the way? Let me get your number in case we get disconnected. That is totally different, and it's way more likely you're going to get it. And the caller feels good about that. Dylan: You mentioned the pricing question itself, should we jump ahead and talk about when it's appropriate to discuss price. Sure. Charlie: Yeah, I think I like that we're getting into like specific because this is the stuff that people have happening. They're getting calls right now with pricing. So let's dive into that. Dylan: Yeah, we we typically well, I mentioned introduction, exploration, education, and closing. I like to do it during the education step. So that's also the step where we paint the expectations of the initial step. So don't just mention the consultation. You want to you want to let them know how long they're going to be there. Is there a fee associated with that? Who do they get to meet with? Any expectations you might want to have like a plastic surgery office might do before and after pictures? But usually during that education step, that's also when we address pricing. And for Opticall we have it built into our frequently asked questions, which is something our counselors can jump ahead on if the caller insists. So we do want to address the pricing question. I know this is this is always kind of like a point of contention for practices. Some practices feel strongly like they don't want you to mention price, They don't want those objections. Some require it, but I think it's important that you have a script in place and you validate it. Like like I said, I don't think they want the cheapest. I think they just want to know. They call it the right place. So it might be something to the extent of our prices range from 1500 to 20 $500 per day based on the technology is best suited for you. That's why we offer a free consultation and then we move on to the next step, as opposed to trying to belabor that if somebody does does give pushback on the price. We also have validations built into this profile under the frequently asked questions. So validations are items that are distinctive and quantitative, not platitudes, not just like we're number one in America, like September one. Man, number of procedures. They've done technology that they offer any kind of local awards, things like that are very important. Charlie: Yeah, I always smile when you were saying like point of contention. I mean, here's what here's my opinion. If you're if you've told your staff, like under no circumstances will you ever give anyone any information about pricing. You're afraid you're afraid that you're going to have to talk about some information that, by the way, people it's people are going to want to get some info or they're going to feel like you're hiding something. So if someone as if some if someone continues to ask you about pricing, you should give them a range. Like, why the hell would you want someone who's telling you that pricing is actually important for them to understand, to even probably know if that's something that they can do? Why would you want to put that person on your schedule if they find out it's like three times what they would be able to afford? That person just didn't come in right now. Right now, if you if that happens on the phone and then they have an objection, if you offer financing, that's a good time to talk about it. But don't run away from talking about pricing. Just don't do it at the beginning of the call. And I love the process Dylan's talking about of the education and exploration and so forth. There's a better part in the conversation to do it. You should do it if people are still asking about it. Otherwise they just feel like you're not being helpful at all. Right. And scaring those people doesn't make sense. Dylan: Yeah, all good points and. Charlie: Ken, what do you think? Ken: I totally agree. I mean, what else is there to say? Dylan: I was going to mention like somebody you have such a limited window to build trust usually within 30 seconds, whether they're going to want to do business with you or not, a lot of that has to do with your demeanor and how you're handling the phone call in general, your confidence level. So it's important to have a roadmap in place that you know what you want to do with the phone call and address their questions and when it comes to practices that don't want to answer this question, I feel like the owners of the practice are almost egocentric about their business, where they're not really aware of what other practices they're offering. So if they spend some time calling the competition, they might find that they are sharing price and it comes with the trade off, say, with charging for consultations. I mean, that's a whole nother subject, but can help reduce those shows. But it could have an adverse effect on overall conversions to some. Charlie: Totally. And I think it can make sense in different specialties more so than others. You know, you know as well. Well, there's the I love what we've talked about so far with like the main mistake and the wrong mentality that staff have in how to train around that. And that being more simple than most people think. What about like the people themselves, do you find do you think most staff would be able to do what we're talking about if they had the proper coaching and training? Or are there like any characteristics when practices are hiring staff for this role that you think are of particular importance? Dylan: Yeah, that's another good question. I think the thing that we look for the most is the customer service mindset that we can try to teach that, but that's somewhat something you have or you don't have that willingness to help. That goes a long way because we can teach our process and somebody with that mindset can gel with the process. The other thing that's important is a nice phone voice. So we typically have them submit some kind of phone recording just so we can hear what they sound like as opposed to just a resume. Charlie: What do you think is. Dylan: The biggest. Charlie: You want to know about the pricing? Allow me to educate you for who it. I love that. So you guys actually get recordings in here and listen to people. That's really cool. That's a great idea and it's not hard to do either. And for the for the average practice for that, they could just have that person just call in during business hours and there's a 20% chance that they're going to miss the call anyway. So they'll be able to leave a voicemail right? man. Okay, cool. Willingness to help and customer service mindset, which you can probably tell like pretty quickly in an interview if someone is like excited at all about helping people and probably, you know, great. Plus if they have any experience in their background. But there's sort of a initial impression that you would get in the interview process if someone has that. I think that's easy to distinguish. And then if you've got a process which most people don't, but if you do, of exactly what should they saying and what should they be focusing on, someone with that mentality should be able to be pretty successful, which I agree with. Dylan: Cool. Charlie: What what about the other thing I hear all the time is people are excited about call center or like specialized team set up so they'll find they have issues or think they have issues with how they're handling calls and and lead follow up. And look the people that are up front, they do have multiple jobs. So like I get the reason why people would say well we got the same person check in patients and checking them out, hailing existing patient calls, handling new doing insurance stuff. There's just a lot of stuff on their plate. So what if we built like a call center model and this team was only focused on, you know, the new patient leads? It's sexy, right? So that makes a ton of sense. But have you have you seen that be successful for most practices that have tried to implement it? Dylan: another good question. I'd say it varies on the practice in terms of what their infrastructure infrastructure is like and what their volume is like. The most important thing I would say is that they have a process to be able to deliver consistently where most practices don't have the scalability of, of a center like Opticall where we have those scripting in place to deliver the same experience every time. Charlie: Twice is what you do. Man. Yeah. Dylan: There's also a staff turnover. I mean, just all the the patterns that we went through through the pandemic with the Great Recession, the great regret, like all these people were leaving and then we saw a spike in volume that we've never seen before and then see go the other way where maybe they've kind of staffed up now they're overstaffed where there's there's a lot of benefits outsourcing that in. And for medical professionals, doctors that have gone to medical school, I'm not sure why you'd want to spend time and resources trying to manage that part of your business. If you're aware of a solution out there that that could be a good fit for your practice. Charlie: I agree. I have personally never seen it work unless there's someone involved who's done it before. Has have. Dylan: Do. Charlie: You have to have someone who knows what the hell they're embarking on and if you don't, it's not going to work and it's going to take a lot of time and be very painful. So you either need, you know, into obviously, you know, that people could could work with you guys right up there. Like we want to have the call center concept. We don't know we're doing that's the purpose of Opticall But if someone's going to try to do it internally, you just have to have somebody legit who's done it before because there's so many things that you don't know about that are absolutely critical. And you know, if you have some good people on your team, maybe it can work for a little while. But long term, it's never going to work because you're going to deal with turnover. You're not going to have systems that can withstand that. And as Dale mentioned, you won't have consistency and then it becomes a worse situation than than you're in now. So it's just it again, it's a sexy thing to think about. And I think I've seen people go, yeah, we're just going to do this. And they don't they don't understand what they're embarking on and it becomes a mess. Dylan: You're the first person I've heard refer to call centers as sexy. Charlie: So sexy. Dylan: Advocate. Charlie: That it's very sexy. Dylan: I did just think about something that we do license our software. So if a practice is going to do it on their own, they could follow the same process as Opticall So I might recommend that if that's the direction that they're going to. Ken: Let me take up a softball for you real quick. What what makes a practice a good fit for a call center like Opticall When do they know we can't we shouldn't be doing this on our own. Is that every practice or is that a certain size? No. Dylan: I mean, for me personally, when I engage with a practice, I look at two things specifically, which is overall volume and revenue per patient. I mean, there's other variables. First, like do they have a problem, which is where you guys come in? I know you have great software that can identify the opportunities that kind of cues up Opticall that are they missing phone calls are they low in their conversions? Are they getting calls outside of business hours that we could help out with? Those are usually the biggest identifiers that they need some help. And then as far as us going through the process for for our business to be a good fit has to be three things. It has to be a better customer experience, a good return on investment for the practice where it actually pays for itself and frees up time for the staff. So it has to be win win across the board and not all practices meet that criteria. Like if they're patient, revenue is in the hundreds. That might not be a good fit. Most of our clients usually have patients that are in the thousands and then volume is a factor as well. Because we're not involved in the lead generation. We're involved in the conversion. Just the interesting stat we share in some of our presentations that 96% of marketing budgets are I misquoted that 94% of marketing budgets are spent on generating leads and less than 6% spent on converting leads. Charlie: That's a killer stat. That stat is insane. I I'm going to I'm going to I'll credit you and find we'll figure out where that came from. But that is the killer and that is it. So think about that for every for every $100 you spend on marketing the average practice, you're spending six on making sure that those people book. So either you're assuming that 100% of the leads you're going to get are booking, which you're probably not. So what you're doing is you're just not realizing that you have a problem. Dylan: Yeah, could be spinning your muscles just. Ken: I love Dylan. This is awesome. I feel like we could talk probably three times longer, but let's, let's put a bow on it because we're hitting our wall here. But why don't we tell everyone at home where they can find Opticall Dylan: Well, you can find us on the website. It's Opticall dot com. So that's like optical with an extra L opticall dot com. You can find me on LinkedIn if you want to connect on any of those groups that try to be pretty open networker and we do offer what we call a free lead conversion assessment that's usually five recorded calls just to get a barometer of what the experience is like. And we do the same with web forums just to see what the response time is like and the consistency. You know, if you're already working with line, you probably already have those tools at your fingertips. We could actually connect in with your permission. We could review some of those calls together with him because our assessment can take 3 to 4 weeks where if you're already online, you've got that information. Charlie: So we don't just help. Dylan: But kind of share some pearls from our process, whether we're the right fit or not. I'm always happy to walk somebody through a demo to get some takeaways from our experience and whether we're the right fit now, maybe later. We're always happy to plant those seeds and just create awareness within the industry. Charlie: Love it can. Ken: Absolutely. Charlie: Great job, Ken. Ken: Thanks to you again. We'll see. Dylan: It's Charlie's pleasure. Yeah, we're. Charlie: Going to do another one. There's so much meat on the bone here. Good, good stuff today. I appreciate you joining us. Dylan: Take care. Likewise. --- ### Ep. 9 Hiring the right people - and keeping them, with Judy Kozlicki of Skytale Group​ - Published: 2023-10-12 - Modified: 2023-10-12 - URL: https://www.liine.com/ep-9-hiring-the-right-people-and-keeping-them-with-judy-kozlicki-of-skytale-group/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 09-10-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 9 Hiring the right people - and keeping them, with Judy Kozlicki of Skytale Group /*! elementor - v3. 16. 0 - 09-10-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + (2 * var(--icon-padding, . 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elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Judy Kozlicki joins us to talk about hiring and retaining top talent for your practice. Judy is a management consultant with Skytale Group, and has over 17 years of experience working with aesthetics practices. We talk about her team building approach and cover some of the tools and techniques she uses to develop healthy, high-performance teams. https://youtu. be/MWHMvN2HeQY Listen: Transcript: Ken: Welcome back to The Bottom Liine. Today we have Judy Kozlicki, Director of Aesthetics for Skytale Group. And we're very excited to have her here. We're going to talk about staffing, so we'll see what we get. Charlie: People, people Ken. It's a broader topic than that. Gosh. Ken: Okay. We'll talk about people... Well, that... we talk about people all the time, but in a different way. Yeah. So recruiting, interviewing, retention, whatever might go into that topic. But Judy, as always, we want to give you a chance to tell us who you are. So do you mind introducing yourself. Judy: Absolutely. Hey, Charlie, thank you for having me. And thanks Ken for the intro. Judy Kozlicki. What is the Director of Aesthetics for Skytale group? Basically I'm a management consultant. My claim to fame really is that I have worked with medical aesthetic practices for 17 plus years, so I started in a single location med spa. I started at the front desk, worked my way up to COO and slash title CCO Chief Culture Officer Which is why this topic is near and dear to my heart, talking about people and team building. But having managed practices really with multiple locations, I had 33 locations MedSpa locations under my belt at one point and I was managing and have also worked with Solo and small group plastic surgery practices. So the whole industry is kind of embedded in my blood, as are the people and the providers and that and just the teams that make up these groups. And today, as a consultant, I just have more than one. I won't say how many, but several clients that I get to work with and help their teams grow and scale and all of the above. Ken: Well Judy, your job is unlocking growth for health care practices, right? So I think I know what you're going to say, but what's the number one thing that's the biggest driver of growth? Judy: Your biggest driver of growth is your team. It's the people. This is very much a relationship business. Ah, we're a service industry, right? And we provide a service. Our providers are helping people look and feel their best and part of what they do is not only skill and science and art, it's developing a trust with their patients and having led teams of really amazing providers. It was always really super important to me for our providers and our team, really across the board. I say providers a lot, but I want to make sure that I think of the team as a whole - front desk associates, coordinators OR staff nurses, etc. but all of the above. My job as a leader is to help empower you to feel successful, right? What can I do to support you in your role? Because you're the one taking care of our patients. So that's a one hat I probably never wore in a practice is being the actual provider and taking care of patients, you know, directly. So my job was really to support them in their role because when they're successful, the whole the whole business, the whole practice wins. Charlie: What do you guys do, I imagine in your when you're doing a consulting engagement that this is a part of your initial assessment, Like when you go into a practice day one, right near the beginning, what do you how do you evaluate their people situation? Judy: Yeah, as you can imagine, I mean, straight out, our consulting efforts are really very, very focused on financials and deep dive and really understanding and getting a clear picture of that. But your question is super valid because part of also what we do is we want to understand the operations and the team dynamics. So one of the things I recommend is a staff survey. So we've devised a pretty robust but very, very confidential staff survey that each of the individual staff members will fill out. It's like I said, it's confidential, but it allows me to get just an initial glimpse of what's the vibe like at this place, Right? I haven't been there yet. I don't know. How are people feeling in their roles? Do they feel like they understand their actual role? Do they have a good picture of a job description? Do they know who they report to? And one of the biggest questions that I find empowering is “Do you feel in the know”? Because if oftentimes you know, practices are either growing really rapidly or they're changing for multiple different reasons, we have to change processes. Change equals growth, right? And a lot of people can feel uncomfortable with that. And if they don't know what's happening or what's coming down the pike, that's very unsettling. So keeping people feeling like they know what's happening is also really important. So that helps me know how great is our communication? Like, are we meeting on a weekly basis? Are we having one on ones with our staff? Do we have performance reviews? Do I get just a pat on the back here and there? I mean, there's so many elements to taking care of your team. Charlie: Yeah, that's yeah, I mean, so many practices, whether they're getting involved with like considering joining a platform or opening new locations or taking funding or whatever, there's a lot of stuff going on, especially in the aesthetic space. So I bet it's, I bet that's something that's overlooked quite a bit. You mentioned a couple of examples of like one on ones and performance reviews. What are like the core elements of keeping your staff feeling like they are, or actually keeping them in the know, making them not feel unsettled? What's like the core things that you think that need to be in place structurally so that staff have a grasp on what's going on? Yeah. Judy: One of my mantras has been overcommunicate, and that can get frustrating to people in business like us, where it's like, how many emails do I have to go through a day? But when you're taking care of a team, you really want to make sure again that they feel in the know. So if they've heard it once, well, here's part of the reason - if they heard it once, they probably didn't hear it. You know, if they see it in writing, maybe they read it. But if they see it, then in a recap on a monthly, you know, newsletter or something like that and we've now said it three times, hopefully it's sunk in and you can't be the one to point the finger and say, No one told me that, right? So that's a starter. One on ones I think are really critical, meaning you have to take time to listen and sit down with each of your team members individually and just allow them time to say, you know what? What are the big rocks you're facing right now? What's making you feel either successful or unsuccessful throughout your day? Like, how can I help you feel? Again, successful team meetings are critical and not team meetings just for the sake of someone listing off. Here's what's going on. But team meetings that actually include everyone in some way. And now that's not always comfortable for everybody. I just had this conversation with someone, one of my clients actually, that, you know, you you bring a team together and there might be two or three out of ten that really never talk. They never chime in. They don't contribute. I was always very, very intentional about finding a way to include those type of people because maybe they're just a little bit shy, but, you know, they're on your team and maybe they've been on your team for eight years. Well, guess what? They've got some really good knowledge up here and they probably have some good insights to to weigh in with if we just give them the time and space to do that. So I think as a leader, we also have to be very inclusive and thoughtful about how we conduct our meetings. And then I think overall, it's very, very hard in the practices I work with. I mean, you've got surgeons and surgery and those that whole our staff is is busy from, you know, Lord knows the sun hasn't come up and they're in there getting ready and prepping for the day and then they're seeing that patient out the door and it could be 12 hours later. So they're tired, they're out the door going home. So how do you catch that team and how do you catch the surgeons who are busy in clinic or operating and or it's same with you know, that's what nonsurgical providers who are potentially seeing patients all day long. So making time to bring the whole team together or even if we can do that once a quarter, everybody like take 2 hours. Just do it. Charlie: Yeah. Ken: And obviously they will appreciate that. But what are like the tangible benefits to convince the practices why they need to do this obviously like turnover would go down. What's that list of things. Judy: Oh, you hit it. You hit it Ken. My biggest thing right there is about retaining your team. Right. As soon as people feel or start to feel disconnected in some way with either what's going on, the owners or the rest of the team, their their minds going elsewhere. So this is really, really critical, in my opinion, to retaining people. And we all know that staffing is a huge issue right now. We are losing people and we're finding it harder and harder to replace them. So I know we're going to go down this band The vote. Yeah, viewing and recruiting and that piece of it, what to do. But I really think that's the biggest tangible can and making sure that day in and day out, everyone's thinking what is our vision, our mission? You want everybody on the step, We're all in the same direction. And so keeping our mission top of mind is really it's critical. Charlie: Hey, one non valuable side note I was thinking about what to do with the over communication and the three things you remember in Austin Powers when they ask. I think it's Will Ferrell doing a cameo and he like won't tell them where Dr. Evil is and if they ask him three times he will. Where's Dr. Evil, Honey? I'll never tell you. Where's our Do you hiding? No way. Where's that damn three times? That is the secret to communication. Yes. Judy: Right. Three times. Maps. I'm glad like Charlie did. Charlie: I'm glad I could contribute. Finally, I've been sitting here waiting to drop that end ad value. Good gosh. Yeah, that. Yeah, that. In all seriousness, the team meeting thing with everybody. I bet. I bet. I bet like 90% of practices don't do that. Maybe more because they would just look at this go, Oh my God, there's just no way because of the 12 hour stop, whatever you just said. But I can see that being really valuable for a number of reasons. And so that there's that there's team meetings maybe with like different departments on a more consistent weekly basis. And then the one on ones, those seem to be the core components of how do you have everyone feeling like they're in the know and, and also as a leader getting feedback, that's another thing you're not in the know if you're about them either. If you're not talking to them about this stuff. Right. And then you have no idea that someone's like about to leave or like starting to consider being catch it so much earlier or prevent it altogether. You were alluding to the staffing thing and recruiting massive issue for many reasons. You know, post-COVID, everybody's waiting on a stimulus check. Nobody wants to work but the pool. It feels like the pool of people and talent is like shrinking all the time. For some reason, even though the world is overpopulated, I can't figure that out. And then retention is a problem. So you and I, before we started recording this today, we're talking about the gut reaction a practice has when they lose, especially a top producer or just like a really quality team member. So what's the biggest mistake that happens in that moment when the practice loses somebody like that? And then like in general, what's the approach they should take when they're recruiting and hiring people to make sure they get the right ones? Judy: Yeah, it's a loaded question. The the initial... Charlie: Do the first part. Judy: Yeah. The initial gut reaction is to hire quickly. Just fill the, fill the void. And of course if you've got someone who is a top producer, meaning, you know, they're creating a lot of revenue or generating a lot of revenue, we tend to look for someone with even a book of business, which is like everyone's dream, like, can I just fill this provider? You know, can I find someone else to book a business? He's just going to steal them from, you know, this clinic to bring them over here. Quite honestly, we really need to be focusing on our individual team members and how they fit together in our culture, Right? This isn't just about their skill, their ability to sell or their, you know, personalities. I mean, they're there's so many elements, again, to hiring the right person. They do need to have good training and they do need to have good values, but their personality needs to be also a good fit with the team. So I'm I'm very I preach a lot of being very early in the interview process because oftentimes we rush that through and then, oh, I love her, let's hire her, make her an offer tomorrow. And we've we've literally maybe had one, you know, conversation on the phone and one face to face is there's a lot more to learn and a lot more that we can do ahead of actually hiring. And I am going to say those first 90 days are still critical. Like you just don't know what you don't know. Yeah, until they're working in your space, like if somebody has a true fit, but being thorough means have them shadow in your practice for a day or a half a day. Like let them see the inner workings of your practice, but also let your team see how it is this person interact. One of the things I love, and I know you're waiting for me to say it is I do utilize. I really like to utilize, I should say. Yeah, personality tests. Charlie: Love it. Judy: I've done them enough. I've worked with them enough. And specifically DiSC is one, although I've, I've done them all and can see value in all of them. Just pick one and use it because you start to learn what people drivers are, what their natural drivers are and how they adapt. And in a work environment and you see that right in front of you. These things just don't lie. Can you fudge a little bit on? I'm sure people can, but if if they're doing it, you know. Charlie: Largely it's going to be helpful. Yeah. Even if it's directionally helpful, it's better than not having it. Judy: You start to learn a lot about what are the key kind of we use benchmarks and in our Skytale world all the time, like clients, you know, we have KPIs and benchmarks. What do we want to hit You start to find benchmarks for certain types of employees, right? A nurse has a different kind of background. They're usually very detail oriented, black and white. They know because they're rule followers and they have to be there in medical industry and they've got to complete their notes and things like this. So but that's very different from an abstract salesperson like yourself, Charlie. Charlie: I sell tangible, concrete benefits. Judy I don't know what abstract’s in there for. Judy: Right. Charlie: Proven ROI value prop. Yeah. How does one start messing with that? You just go on the internet and say Good personality test. You mentioned DiSC like you sort of have to get you don't have to be certified, but how do you get to a place where you could actually leverage that? Judy: You do have to go through enough to understand what they mean. And I had the benefit for some years of having worked with kind of a hiring coach who really taught me a lot about them, because in one of the practices I worked for, literally every top candidate, every hire that we made had to go through that. We didn't make every candidate take it right because that would be expensive and time consuming. But once we got to our top contenders, we wanted to take it and not to roll someone in or out necessarily, but to be aware of the type of drivers but also their communication style. What should we be aware of when we do hire this person? How’s there fit with the team, what might be a strength and a great way to utilize them going forward. You know, most and ways maybe they're not going to be perfect. Charlie: That you mentioned something earlier related to just how do they interact in the workplace shadowing. So that's something you did commonplace where maybe you're like down to two people or maybe maybe you just have one and you think they're right, but you're just you're going to bring them in and they literally will spend the day shadowing someone in a similar role. And what does that look like? You just meet with them at the beginning in the end, or how how do you sort of set that up and what are the, you know, components of it? Judy: Yeah, shadowing. Well, it's different for different roles. Right. But right. Let's let's take just a clinical role. You want them to shadow someone like you said, in a similar position. And so but also I would purposely set up ways for them to interact with other members of the team and not just this one or two people in a department. I like to meet with them, you know, at the beginning, talk about, hey, here's what your day is going to look like. Have really though, the team member take take ownership of that. It's also a way to empower your team to feel like leaders and that you know and be part of the decision but then meet with them at the end of the day as well to kind of get any feedback from the individual who is interviewing and then obviously meet with the team members who meet with them. So you really pulling information from both sides. You know, how did it feel? What was environment? I've seen these kind of go wrong, right? Yeah. Yeah. They’re the shadow, you should be shadowing meaning watching what's happening and then wait for a moment. If you have a question, wait for an appropriate time frame to maybe ask about what that was or that process or what did the doctor just say. Explain that you don't jump in and start to try to prove yourself to start. Yeah. The consultation or something. Right. That does not fly. Charlie: That's going to be that's bad. But also the patient's like, what the hell is going on here? Exactly. You know. Yeah, that's. Is that something you think is common place for practices that they typically do have shadowing or most don't do that? Judy: No, I, I think most have really learned to incorporate that. Charlie: And it's good. It's good. One other sort of the opposite of the I just this popped in my head so we'll see how if you want to talk about it but but letting people go that aren't a fit right So being methodical and not rushing to hire the right people, personality test, shadowing, etc. , you talk about the first 90 days being so important, which I agree with. Have you had a lot of experiences where you find that this is not working out, you just gotta abort pretty quick or what is? Tell me about your thoughts on that. Judy: Laughing because I have to tell you this story. I once we once had a nurse join our team. That's all I will say. Join our team in a role that was maybe different than what she had had before, but she was insistent this was definitely a change she wanted to make and what she wanted to do. And she told me that I mean, she literally came in my office as we were just doing opening orientation orientation, like filling paperwork and all that. She said, I cried my whole way here. And should that have been a signal like, Oh, maybe this isn’t the right decision. It's like, okay, so with that in mind, okay, checked in with her at the end of the day, how was the day? Well, honestly, throughout that 90 days, it really took about that long. But she gave it a college try to fit into this new type of role, but it wasn't for her. And her gut told her that when she came. Charlie: Yeah. Before it, before she stepped foot as an employee of a facility. Judy: She hadn’t even entered the building. Yeah. So 90 days? Yeah. Well, we would have thought that that might have helped her, you know, adjust and, and you know, grow into the role. But it was not the right fit. Charlie: Yeah. Yeah. And so, but you're, I mean, I think I'm not sure what is a bigger mistake people make hiring too fast in the wrong they're in there related too right? If you're hiring too quickly, it's the wrong person. Then you have more people that are in the wrong place and you're probably not letting them go fast enough because you're not confident in your ability to hire another person. And so you have people there that aren't good for too long and it's just like dragging everyone down, you know? Judy: Yeah, you are 100% right. I think the bigger issue is not firing quick enough. Yeah, and being comfortable with doing that, saying this is we made a mistake, this is not the right fit. Because yeah, people are worried about, well, how am I going to fill it or what's going to happen, you know, are these duties going to fall on my team who's already exhausted? And you know, it's, it's, it's a myriad of thoughts and processes that go into these decisions. But keeping someone on here, again, that's, you know, another story, keeping someone on who is a high producer but a really bad someone who started the lone wolf. Yeah, that's a topic that people struggle with, though. Yeah. My my line continues to be, is the tail wagging the dog or is the dog wagging the tail? Right. Who owns the business here? Right. And are you going to continue to let this person on your team, you know, spin and and really create the toxicity within the rest of the team that might be happening? Right. I've seen it. Charlie: So yeah, it sounds like the biggest takeaway there is just like the when we think back to one on wins team meetings the once a quarter as often as possible with everybody, that environment and culture has to be prioritized. And in that example, if and if it's someone who's a top producer, it makes it harder. But then you're just you're prioritizing. That really isn't the business. The whole the start of this whole thing was how do you grow the business, the people. And so if you think about it that way, that's actually not that difficult of a decision because that person is messing with the people. Exactly. Even though they're a top producer and and they're holding back the whole thing from expanding. So tough situation to be in. But if you value my team is the way to grow that becomes cut and dry. I would think I figured it out. Judy. Judy: You did it. Now why can't everybody all my other clients, be like you. Charlie: I know, I'm just like, I'm very intelligent. Ken: We could talk about this all day. I love it. We do need to probably put a bow on it unfortunately, but we'll happily have you back anytime. You're welcome. Judy, do you want to tell people where they can find Skytale or find you online. Judy: Yeah, it is www skytalegroup dot com for our website. We do have a podcast that Charlie was also featured on. So feel free to also tune in to Skytale Insights, love that I want to leave with one last thought about your team. Sure. Don't forget to thank people. Don't forget to pat them on the back. Whenever you have the opportunity, go out of your way to do it. Charlie: I love it. Ken: Awesome. Charlie, you're a great podcast host, by the way. Just want you to know that. Charlie: What did I do? Oh, thank you. Haha. I didn't get that. I was like, I'm so flattered. Yeah. Great job, Ken. And thank you, Judy, for all you do. Ken: Awesome. Thank you, Judy. We'll see you again soon. Judy: Thank you both. It's a pleasure. --- ### Ep. 8 Constructing effective lead management operations, with Dallas Logan of ClearSight - Published: 2023-09-28 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-8-constructing-effective-lead-management-operations-with-dallas-logan-of-clearsight/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 8 Constructing effective lead management operations, with Dallas Logan of ClearSight /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + (2 * var(--icon-padding, . 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elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Dallas Logan's tech stack for new patient acquisition may be the most effective that we've ever seen. So, of course we invited her to share her secrets! We discuss her mission-critical technologies, preferred communication channels, and the structure of her outreach cadences. We also briefly cover how beginners should get started without getting overwhelmed. If you're interested in the operations side of patient acquisition, you won't want to miss our discussion with Dallas. https://www. youtube. com/watch? v=aItl9hI6TWg Listen: Transcript: Ken: All right. We're back on The Bottom Liine. And today, we have Dallas Logan. She's going to be talking with us about operations, some tech stack, some CRM questions, everything that can drive patient revenue. We're going to talk about it. So Dallas is COO at ClearSight. Do you want to just say hi real quick, Dallas? Tell us who you are. Dallas: Yeah. Hi, everybody. My names Dallas Logan. I'm based out of Oklahoma City and I run ClearSight. We are a refractive surgery practice, so we do Lasik lens replacement and everything in between. And that's basically it. Charlie: For Liine customers listening who didn't know us before 2017. Maybe we used to be called SalesSync, which is a terrible name, obviously, but Dallas was like, I think you were like one of the first 15 groups, 20 groups we ever worked with. So Dallas is an OG SalesSync customer. Dallas: Early adopter. Charlie: Early adopters. A good way to say it, absolutely Excited to chat with you. Ken: Yeah, thanks for coming on. I guess we can dive in then. I'll I'll throw some questions at you and I'm sure this will as always, devolve into more organic conversation. But why don't we start with just big picture? You're maybe you're just getting started in this. What's kind of the most important puzzle pieces to I guess, what's what can you not live without on your tech stack? Is it the CRM? Is it EHR? Where do we start? What's what's kind of the hub? Dallas: Well, I mean, I think most practice starting out start on paper so you could probably live without your EHR. But you've got to have a CRM if you want to nurture your leads. And I know most practices start out with an excel sheet, and then they're upset that their team isn't following up accurately. There's no way to track if they're following up. And that's the nice thing about switching to a CRM is that you have some more active and easy follow up practices you can automate most of them connect to some kind of email platform where you can send mass emails. So I would say you got to have a CRM first. Ken: Yes. And I think I read like HubSpot and some others aren't HIPAA compliant is there certain ones to stay away from? Dallas: Well, it just depends. A lot of us luckily live in the cash pay industry, so you don't have to necessarily be HIPAA compliant and that very few of them are actually HIPAA compliant. So that's why most people have CRM and then you switch and you also have some kind of medical platform like either paper charts or an EHR. Charlie: Yeah, yeah. There are some we're getting asked this a lot now Ken and HIPAA compliant CRM and other, you know, lead management or lead tracking tools which is going to become more common, I think especially since google just came out with with the GA4 platform and said we're not signing BAA it's not HIPAA a compliant blah blah blah. So I think a lot of people are looking into options more. So I bet more of them will be HIPAA compliant. But you're right, if it's cash pay, you don't have to worry about that. That's interesting. In terms of, by the way, side note, are a lot of people still using paper charts, Dallas, do you think? Dallas: I know a lot of esthetics, dental and then I mean, I still think you see quite a few, you know, regular optometry practices and some refractive surgery practices still using charts. We actually just went paperless last August, so we haven't been that long. It's a hard changeover. Charlie: Good gosh, that is shocking to me. Dallas: It's very hard. And we still have paper charts because used to be on paper. So it's a process. If you're starting a brand new practice, just go paperless. Charlie: Hell, yeah. Hell yeah. That's cool. Well, what about, like, so CRM is critical, but I mean, there's probably some practices out there that like rarer now, but that aren't really even thinking about a funnel and they're just like, we get phone calls, people fill out a web form, we call them back, we get them scheduled for a consult, they come in and then if they're tracking anything, they're really starting. there. People have scheduled, are they showing up? And then maybe they're even good at okay, they had the consult but they didn't decide to move forward with like LASIK yet. So they have some process there. What would you say to people about the opportunity in that bridge between lead and initial consult and how much fallout there probably is there? That's something like a CRM helps you take advantage of? Dallas: Totally. Well, we know in the refractive surgery field, from the minute a person thinks about like I want LASIK that the funnels normally 12 to 14 months. So if you're not nurturing that lead, you're not doing yourself any service. And I know all of us are spending money on marketing in a way, lots of different formats. And so I think it's really important to nurture that lead you know, no matter if they called one time, they said they had a contact us form. They, you know, you put something on Facebook and they sign the form anyway. You get their contact information. You need to be continuously following up because one day, whatever you sell, that's going to be on their mind. And if you're not there, someone else will be there. And they're going to be gone. Charlie: Yeah, one day they're walking their dog and all of a sudden they walk into a tree. They're like, Oh my God, I've got to have Lasik now. And then they're like, There's that company that sent me an email. Dallas: Truly, They're like, Oh, yeah. Charlie: Totally. I mean, stuff happens. I mean, that happens to me with a bunch of stuff. I just bought something on Amazon earlier that I've been looking at for a couple of months. I think it was a book and then it popped up in my head and I got it in 2 seconds with with that length of time, 12 to 14 months. If I'm a practice and I'm like not doing lead nurturing or using technology or have a process around dealing with people before they book a console that seems like a big undertaking. So I imagine most of that 12 to 14 months is not human effort. There's sort of like a front load of that. And then you're doing like what is what is a what is a best practices core structure look like in that period of time to nurture leads? Dallas: Well, and first of all, I want to tell everyone that you don't have to start like we started. We've built and grown over the years and added not in that. And I feel like now we have a lot more than we did, but we have an automatic tax system. So the minute you put any kind of lead or contact us, anything populate through our system, you immediately get a text from whom we call Emily, and she starts the conversation kind of like a chat bot, except it only asks a few same questions. If you respond to those, they go into our texting platform so we can start nurturing you with real people. If you don't, it continues to text you for a few days. We also call every single lead within 24 hours minimum. And the goal is like 4 minutes. But reality, some like Mondays, we might have 150 leads. There's no way. And but we try to call them as fast as possible. If you have Liine you get help with that. Make sure that you're calling them quickly. So we got the text message. In fact. Ken: She said the thing! Dallas: Oh, we got the call back from the actual people in our office and then we start an automatic email drip. So we don't know what they're a candidate for. We don't know exactly what they want, that they get enrolled in a weekly email system that's kind of telling them about our practice, what's going on that kind of items we do based that on age. And so depending on what you're selling, we kind of nurture them in different ways until we get them to schedule an exam. Ken: Are these all coming from different systems or do you have... like it seems like it would be easy for the data to get kind of siloed or have complication with talking back and forth. Dallas: So so it all goes into our CRM. So any what we would call a web lead. So Google pay per click, you know, Facebook or social media, add anything off of our website that all filters into one location in our Sera and then you can send them to your emails. A lot of times it's an easy place to start. And then we work. All of those e-mails or leads have on to call it. Charlie: How many calls, like is it just like obviously there's the immediate call and then is it like a what was your basic first campaign? Or maybe you have it this way now, is it two or three calls? And if they haven't gotten them on the phone, it's all texting an email until the lead responds or what? What is the call part? Dallas: Yeah. So we do the initial call within 24 hours and if they respond to a text or or the call, but they're busy, then we nurture them via call 48 hours, 72 hours if they're what I would call ghosting you. And don't say anything at all. We wait and hit them again with a fresh set of calls at three weeks, but they're still getting the rest of the automatic text message chain and those weekly emails during that time. Charlie: Damn, that's pretty impressive. And yeah, like Dallas said, I mean, that's legit. You don't have to do that the first day. But I mean, those are what I like about how she's described. You're describing it. It's like it's components of it. So just do something like say even if you said we're going to call somebody one time and they're going to start there and make sure we do that, and then we're going to call them a second time and text them, start somewhere. What is the most important thing to start with, Dallas? Dallas: I can't believe I'm saying this because I'm old fashioned and I think a phone call is keying, but they respond to text rapid fire at any time of the day. And so we've learned, you know, at a say, we have 100 Web leads on a monday and the automatic texts go out Sunday. You know, you did it on Sunday. The automatic text goes out Sunday. We'll come into 25 to 40 text messages replying to that, whereas your first round of phone calls, you maybe get a 50% pickup rate. Maybe so. Yeah. I think the auto text now is probably the way to go because it's immediate if you can get that set up. And if not, I would say, you know, Monday morning you have someone go through and text every single person because that's the fastest way to do it. Start working those leads, and then someone else would start picking up the phone Monday afternoon, build some kind of process that worked for your team, where you do both. Charlie: Totally. Yeah. That's a lot of people you said that mentioned the old school mentality thing and like, look, people are just more and more used to texting with businesses now, obviously. Are you finding that that's pretty I mean, a probably a 20 to 30 to 40 year old person is more likely to text than maybe someone who's twice that age is what the objection would. That's what the objection would be. What do you say to that? Dallas: It's not true anymore. And also, we're all fighting, I don't know. Apple updated again a couple of weeks ago and it's like says you're a spam caller no matter what, basically. And so people just don't answer the phone and versus a text message they can see what you have to say. They can make the decision to talk to you or not. So it gives you definitely mixing both is probably the best. So if you catch them, if you don't, but if you send the text and say this is yeah, this is Charlie from Liine when you call your apple phone picks up and says might be Charlie from Liine you're no longer a spam risk. Charlie: That's right And when people see this is Charlie from Liine what's the percentage of the pickup there Dallas typically? Dallas: Ha. Mine is zero. Zero on the telephone. Charlie: Actually you don't pick up but you do respond to text. You're proving the point. So yeah, that's. Dallas: Interesting if I can respond in a meeting, but I can't talk to you on the phone. Charlie: I know, I know. I know you could if you want. So summary there text got to have texting and even from somebody who still believes about calls like that, initial text is the way to go. And then doing both obviously helps. What about online scheduling? You guys have online booking right on your site? Dallas: We do, yes. Charlie: What's the adoption been like with that? Like there are a lot of people doing it. Dallas: We've had well, I've been here seven years and we've had online scheduling since before then. And. Well, you have. I think you have to have it. You can if you charge for exams, that's completely fine. There's a lot of platforms now that can take payment when you pay for charge for the exam. If you don't, you put all the time slots in, but you'd be surprised how many people schedule an exam at 11:00 at night. Well, you're not going to answer the phone. So if they don't have access to that and they forget about it and they get busy the next day, You lost a client. Charlie: Yeah, like you can. You don't you like it? It's just like Amazon. You can buy at night. What do you think of that take It can have at that point Bingo. Ken: We've heard this before. It's quite a common theme. Charlie: Yeah. And it's just omnichannel like why, you know, and people will say I think I hear people say they don't want to lose control of their schedule or just stuff like that. There's lots of online scheduling vendors now. You know, we work with we work with a couple that we I don't know if you know this, we actually integrate with online booking platforms now, which is pretty cool. But there's there's ones out there that are that are legit and good and why would you not allow someone, regardless of time of day, the opportunity to schedule online And then also when you're closed, like you're giving people way more time to get on the schedule and generate revenue. So I've never understood why somebody wouldn't have that. Do you guys incorporate that? I assume you do in like, let's just say texting. The messaging is like, Hey, it's us, call us or reach back out to us or whatever. And I'm talking about the automated drip. Do you put in online booking links as well to say or you can also book online and people will go do that or those don't really intermingle. Dallas: And our current texting is a little more like, Have you ever thought about having a procedure before? Would this be your first concept? Like we're trying to build a conversation, there's a. Charlie: Little more qualification and and needs building. Dallas: Yeah, before we just hit with schedule an exam and we don't want to scare them. But yes, you're part of it. You do put in, you know, here's a like the schedule we offer virtual or in office, you know, whatever you're more comfortable with to try to butter them up to schedule their exam. Charlie: That's really interesting. Like, I don't think I don't think many people have the philosophy you just described. They're just like, we have a league, call them, book them, get them, ask them to come in, suggest the appointment. But you guys are asking questions to have the person talk about why they're thinking about it and so forth before you're like, Well, listen, here's what the process is like. And it sounds like it would be beneficial for you to come in. How long? Like if I if I submitted something on the website, let's just say it's during business hours, I get a text, I engage and I'm I'm texting with your team member. Is it just like, at what point are they going to start bringing up the appointment and how far do they go and sort of qualifying me. Dallas: We hope we try to go pretty fast, but like I said, you know, we don't know how high in the funnel they are, right? So if they'll say, Oh, I've never thought about it, or I just wanted pricing, you know, a lot of times will jump to, well, we can't give you pricing over the phone. Why don't we have you come in for an exam Like, you know, you can kind of educate that. Charlie: Situation a little bit. Yeah. Dallas: Yes, Yes, a little bit. I mean, the goal is always to get them in for an exam. That's number one goal. But how we do it, and especially the auto text, is not a human. It starts with some nicer questions to warm them up. And by the time they get to a human, we can have a real conversation about scheduling and why you should schedule. Charlie: Did you architect that messaging or who figured that out? Dallas: I might have had something to do with that. Charlie: Baller Baller, have you ever brought anything in like, you know, to name a company name? But is there any piece of software or like a concept that people you feel like people are like, ooh, we should have that, that you've tried and you're like, And that's just not really doesn't really do anything. Maybe the interest. Dallas: So I tried to adopt video messages. Charlie: Right? Dallas: I very quickly after we adopted you guys and it was too early and now I'm rethinking like instead of sending a text from Emily, what if it was a short video from a team member too? Charlie: Or like, like patients weren't ready to get that from a business yet. Yeah. Or health care related. Yeah. Interesting. Dallas: But now we know. I mean, there's enough statistics on TikTok. People like to watch more than they like to read. So I'm thinking it's about time to try it again and see how it turns out. Charlie: Yeah. Plus, if you use more video than other countries that will remain nameless can like infiltrate our headspace and figure out who we want to vote for and things like that. So that's good. Dallas: Yeah, we're working on it. I just want them to vote for us. ClearSight. Ken: Yes, that's right. Charlie: Yeah. We've been thinking about getting more video. I don't know if I've talked to you about this Ken but in our sales process, in messaging as well, I think that's important. Ken: We've talked about a little bit. Yeah, we got to do it. What about after the booking is on the schedule? Are you doing like patient reminders or referral programs? Dallas: So I have patient reminders set up weirdly ours book anywhere between 24 hours and two weeks ish in advance. So we have a one week, 48 hour if they and it turns them off so you don't get all of them. And if you confirm and then a 24 hour and then a two hour before, you can't turn off, just like a little reminder to come in. And of course, we've really, really worked hard on that. During COVID, we had all those rules of practice and change those a million times. And I feel like I have a good system now and we only text we used to email and text reminders mixed and matched, and now it's just text reminders. We also offer them the ability, depending on the appointment type, to cancel, reschedule on their own because this platform's pretty cool. They can reschedule some appointments on their own or to ask for help and then we call and reschedule them. Ken: And are there automated touchpoints beyond that? Like once they've had an exam or even had a procedure. Dallas: So I have a very strict follow up process. That's probably what I'm best known for, is if we don't convert, which know the goal is to convert an office, but you don't convert 100% of the time. So if we don't convert an office, it is a personal follow up call. 48 hours after one week, after two weeks after, and then every month they're following for 14 months. Well if it's. Yeah, if the patient is a texter and they prefer texts, they can swap from calling to text. But we really like that personal touch of, Hey, last time we talked, this is what you said. I just wanted to follow up with you. How can I help? And those patients are also if they don't convert and we know what they're a candidate for, at that point, they go into an automatic drip email campaign based on the procedure they're a candidate for. So, you know, if they're a candidate for LASIK, all their emails will then be formatted about Lasik and kind of taking them back through the process of why it's important versus one of the other procedures. Charlie: This is going to be a hard question. So if let's say somebody who has a practice is listening and they're like, my God, my I have zero process for measuring managing leads to get them to schedule a consult. Maybe they've got reminders and stuff, but postcards or they have nothing. They're just like, Oh my God, we didn't get them to move forward. If you had to choose one of those two, the post consult, follow up and then the lead and consult process to optimize for or do anything about first, what do you go with. Dallas: If you have to pick? I'd pick following up with your exams that didn't schedule an office because those are what I would call a hot lead that took time under control. Yeah. Charlie: Tough, tough question. I told you. Ken: Can I ask about your emails? Is this is this more like educational content around the procedures in general, or is this more like following up like, hey, here’s why you should call us back. Dallas: Yes. Nope. Because that's what the team's doing. They're saying, Hey, call me back, schedule you. Emails are like, Why is Lasik important? Don't listen to us. What's the other patients our what would your procedure be like? What what do people say about us? Like there's a variety pack of them that kind of go through different, you know, educational and referrals to help them move forward in the process. Charlie: It's a good, good combo with that. I think a lot of people don't think that way with the email and the emails do and you should schedule the text is doing the you should schedule, the people are calling, hey, you should schedule a console and it's just like, good gosh, this is, this feels salesy whereas you can use the email. Nurture is like this foundation of you're making an impression of educating and all that. It's got to be done the right way. Sounds like the text is kind of similar. Well, actually, the text is like, why do you want to do this? And have you thought about this before? And then the calls are just like, Come on. Dallas: And they're educational. We do. I know some of our pricing is so high and we want to make sure the patient understands what they're coming in for because everyone takes their candidate for Lasik. I'm sure that's the same way with most options. And so we want to educate them what could be a candidate for and give them the price range so they're not shocked when they arrive. So we call even if you schedule online at midnight, we're going to call you the next day and talk to you about your exam. Charlie: Do you guys find that and meaning some more information about how you figure out what they're a candidate for? And maybe you kind of bucket it based on age or other stuff in that initial call and then price range? Dallas: Yes, definitely. So that initial calls, you know, like what's bothering you? How can we help you? Have you looked into this before and then? Yeah, we know based on age and I can't see up close, I can't see a far away. I've been told I'm not a candidate. How we can kind of discuss that conversation little further in depth and then we but I will say we may ask it under we just want to let you know, expect when you come in for your exam, it's going to be this many minutes long. This is what's going to happen. So by the way, tell me about your vision and that you've built up a little bit of trust before you start. Yeah, throwing money around. Charlie: Totally love it. Ken: Awesome. Yeah, I think we should probably wrap because we tend to go long, but any final thoughts or questions that. Charlie: Dallas and I aren’t done catching up. What's your problem? Ken: That’ll be the next episode. Dallas: He’s used to chasing you around, Charlie. He knows the rules. Charlie: That's right. Ken: Hey, uh, very cool, Dallas. Anything you want to plug or tell people where they can find you guys? Dallas: Yeah, well, if you are interested in refractive surgery or getting out of your glasses or contacts, we have an office in Oklahoma City, and one in Plano, Texas. You can check us out at www dot clearsight dot com. Ken: Very cool and Charlie? Charlie: Best in the business, man. Let me tell you something about what we said today. There is no more complex and and meaning in a good way an effective lead management process. I've seen in any specialty you heard that today with what now said so real deal stuff here and they've got not only the best conversion rates, but you can tell what the length of time they're nurturing people. They have people coming in that are serious about getting a procedure done, and that's what they're doing so well. So thanks for being on, Dallas. Dallas: Thanks, Charlie. Appreciate it. --- ### Ep. 7 The leadership organization's perspective on marketing collaboration, with Emily Rose of Lightwave - Published: 2023-09-14 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-7-the-leadership-organizations-perspective-on-marketing-collaboration-with-emily-rose-of-lightwave/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 7 The leadership organization's perspective on marketing collaboration, with Emily Rose of Lightwave /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. 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elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Emily Rose joins us to discuss her role as VP of Marketing for Lightwave, a dental leadership organization. We learn about her top-line marketing metrics, how she collaborates with dental leaders, and what separates the highest performing dental practices from the rest. https://youtu. be/jsh3N3shYtE Listen: Transcript: Ken: All right. Welcome back to The Bottom Liine. Today, we have Emily Rose. Emily directs marketing strategy and brand development for Lightwave. Lightwave’s, a dental leadership organization. She leads an enthusiastic marketing team providing dynamic support to dental leaders by amplifying their voices with patients, communities and vendor partners. With over 15 years of professional marketing experience, Emily believes marketing communications play a part in informing, inspiring, and improving people's lives. She holds her B. A. and MBA from Wayland University in San Antonio. She's a California native who has lived in seven U. S. states and Europe and Asia. Well, that's pretty. Emily: I’m an army brat. Charlie: That. Oh, that's right. You told me that. Yeah. Ken: And along that journey, she settled in North Carolina, which is where we are. Very cool. Where her family has resided for over a decade. In her free time, Emily enjoys teaching at her local community college, spending time with her husband and three children, reading, traveling to new places and practicing yoga. Awesome Emily: Thank you. Ken: Yes. Thanks for being here. Charlie: And unfortunately, she's reading Coach K's book right now, which she will talk about in a little bit. Mad respect for Coach K, just saying, but we'll talk more about that. Ken: Yeah, we got a couple of UNC grads in here, so. All right. So marketing is a topic. We obviously have someone who's an expert in the dental space, but I think most of this will apply for pretty much any growth focused health care practice. So I guess let's kind of kick off with what's the top of your dashboard, Emily. What are the high level metrics that you're kind of checking every day, every couple of days? Emily: The things that are most important to me that I report to are practices back to right, which they hold me accountable. Is lead count. Right. So how many leads did we generate and what was the cost per lead? Right. So when you think about like that, to me, that's like when I go in and look at how a campaign is performing. Those are the things that I look at. Those are what I hold our vendors accountable t. That’s what I report to the practic back to. It fits sort of like as a marketing team at Lightwave. My mission or my purpose is to amplify the voice of the dental leaders. Right. And so you amplify that voice by doing marketing and generating leads. And so that's what I look at. Charlie: One of the things I'll throw in there that's so hard and Liine can help with this - side note. The word lead, right? So one one thing I always tell people to challenge is when they have a number that's like we generated X number of leads. It's just what does that mean? Where does that information come from? What is the exact definition? And what it should be is a human being, at least for now. Maybe at some point non-human beings as well. But that could come in to get services from us, reached out to us. And that is a lead, right? There's different ways they can do that. They can call, fill out web form, online booking, chat, a lot of different options. Yeah, sounds simple, but I think a lot of people are operating, in my opinion. I don't know if you agree, Emily. A lot of people operate with a lead count number that isn't accurate. And if you're doing that, like your dashboards jacked up and then everything that flows from there, hard to make the best decisions. If you don't have that lead count dialed in. Emily: I think you're absolutely right. So one of the things we've had conversation with vendors on is how do we define what a lead is, right? So when they report out, like have to be very clear, a lead is a phone call, a form fill or an online scheduled appointment. That's it. Right. Anything else is just extra to the funnel that helps us make better decisions in regards to like the marketing channels that we may be taking on. But ultimately, like we report to the practice leadership team, the lead out and that's again, yeah, phone calls, form fills online appointments. Charlie: Yeah. For example, I come I've come across some practices where sometimes people only think of web form submissions as leads because they have to manage the leads and those are the ones where they have a list and they're following up or maybe just in their email inbox and they don't think of a phone call as a lead, which just sounds insane, right? But it's because of they're not looking at it from that the perspective that you're talking from. Yeah. And/or they're assuming that everybody who calls schedules and so they're like, well, yeah, they're lead, but they're in our booking system, something like that. So might sound simple, but like people that are new patients calling you are definitely leads and you should know how often that happens. Emily: Well, right Well because then it goes into like to your point, like you need to know how many come in and then you've got to go to the next level and say, well, how many actually like schedule an appointment. Yeah, right. Or how many went to like voicemail. Right. So when I think about I can my marketing team or the marketing activities can get to a certain point, but then operations sort of needs to pick up or your sales team needs to pick up and there needs to be a conversation around like, you know, leads to appointment conversion rate, right? And that goes to how many times do they follow up on a form fill, how much was or how many calls are going to voicemail, which is one of my like huge. Did you follow up on the form and are you sending calls to voicemail? Because if you send a call to voicemail, that's like the graveyard of leads. Charlie: Yeah. When we were talking and you just alluded to this, but when we were talking earlier, you mentioned that the team culture specifically in this example, marketing, even people, multiple people in the marketing side helping each other, but then also the next step with operations as a general category term of handling the intake and the conversations with new patients and the follow up trying to get those people booked for an initial appointment. And I know in my experience, those two things in any industry, whether it's health care, especially otherwise, it's easy for those to be siloed. Like Ken’s on the marketing side here, I'm on the sales side. We have to we go to lunch every other week just so we know what's going on. Right. Ken, we should start doing that. I actually go over and I distract him. He thinks I'm joking around, but what I'm really doing is creating a team, culture. In all seriousness for you, when you say that, Emily, what do you how do you do that? Like, what are the specific things that you guys do in your life? Wave practice groups to foster true team connection with marketing ops? Anybody else that's important? Is that just like staying in touch? Is it? Hey, we set the tone early and have consistent meetings. What are actions people can take to accomplish that? Emily: I think regular engagement with the practice leadership team, right? So when I say practice leadership team, I'm talking about the practice manager, right? And then any kind of lead doctors or clinicians that are part of the organization. Right. So we my team is on a reoccurring weekly conversation. So as Lightwave our practices use the entrepreneur operating system so that we have a level ten call every week. The marketing team is a part of that. Charlie: That from Traction? Emily: Yeah. Charlie: Yep. Familiar. Emily: And so we like w’ere on that call so we can help bring up issues or resolve issues or celebrate wins right with them directly on that call to help kind of keep that team engagement with them as much as possible. That's really helped a lot. I think one area that I'd like us to get better at is reporting. So we are reporting on leave, but we are reporting so much on like lead to appointment conversion or appointment to new patient conversion or treatment acceptance. Right. So as an operations market team, we need to collaborate better and kind of come up with those ways to talk about those things. Right. Whether that's the report or we have our scorecard or a metric that talks about that. Charlie: Do EHRs have anything like that? Typically in dental, like, like, like showing percentage? You know, is it is it fairly easy? I'm sure you can export data, but is there any good native reporting in most of them? That's like giving you a chart of that type of stuff. Emily: Patient management system. Charlie: Or patient management system, yeah. Emily: There’s not not that I have been able to find. I feel like where we have to piece different reports together, right? So we'll be pacing, will be using like our communications system where all the phone calls come in to. Right. So we'll be tracking that versus the new patient that came in versus like canceled appointments, kept appointments. There's a lot. Charlie: Yeah. Emily: And I think that that's a huge opportunity for us to grow into and improve upon that, because I've been we talked about Coach K, so as I started to dig into the data, I mean, I, I can't I'm. Charlie: Super proud of the all time wins, all time wins, can't say anything. He won I'll you know I'll, I'll, I'll do some stuff later You keep going this way. Emily: Well I think part of what I've always been very team and collaborative approach when I watched recently the new show Bear on Hulu, there was all this conversation about working together and everybody has like an action and a thing that they do that benefits the whole right and a part of that show, she. one of the characters is reading the book, right? Coach K’s. I can't remember the name of it. It made me think about. I was like, What? Why is that connected? Or how is it the basketball coach connected sort of community and everybody working together and started reading his book and I was realizing that, like each team is different. So every year he has a different sort of culture on the team. Charlie: Yeah. Emily: Right. And that he builds up everybody's strengths and communicates with one another and everybody's in it, right. When I think about like, I think when I think about working with practices, each one is different. Each one has a different culture. Each one has different skill sets or things that they bring to the table. And as the marketing team, we modify how we engage interact with them to get the optimal results. That's why that was I think that's why I'm so passionate about Coach K, right now, just because I'm very sophomoric about books. Charlie: Yeah, Yeah. I mean, look, Coach K's record speaks for itself. And also he made the transition from not having like the best NBA talent and then did. And so, like, obviously you have to change a lot of stuff probably to be able to do that. Um, so, but just for the listeners, I did attend his retirement party in April of 2022 in New Orleans. He got a huge he invited like 80,000 people. I was there and they lost to Carolina. Emily: Carolina okay, I'm guessing there's a joke here. Charlie: Final Four, the Final Four. Emily: Oh, okay. Charlie: Retirement party. Actually, he went to the other one was in Durham. We spoiled that out. But the next one was great. But obviously he's, you know, one of the greatest coaches of any sport to ever live. Emily: Well, if we can take from him, we can take the ideas that he generated and created to get all those wins. Yeah, maybe I can make my you know, I can have a positive impact on my team. Charlie: For sure. And I think it's like, you know, this is that that's just really good advice for anybody. But, you know, if you're a practice owner and you have multiple locations, if you're a part of a, you know, managed services platform, whether it's a DSO or something in another specialty, there are different teams that have different personalities and it's human beings. Emily: That's right. Charlie: That's the deal. And having a structure of how what you're what you're trying to implement definitely helps, but you just need to at least be aware of that. And the way that you communicate with different teams and people has an impact on how they receive that. So that's cool that you've been you've been thinking through that and that we're thinking about this, we're talking about marketing, and this is how important this is to being able to market successfully. Because if you don't do that, then there's the the classic rift between marketing people and sales or ops. Emily: Yes. Charlie: Where the worst case, the worst example is ops is like look at all the our sales marketing is like, look at all these leads we're generating. You guys can't close anything, right? And then sales or ops is like these leads suck and A, neither side is correct typically. And then B, there's insight that they're both missing that would make the whole thing more effective and easier for all of them. And they totally should be on the same page. So if you don't have what we what I talked about there, but you have metrics, it doesn't really matter because the metrics are just going to be used for one party to be mad at the other one. Emily: Yes, right, right, right. Well, I think that goes back to the idea of like in some ways too, having a team is you all have a common goal, right? So if you're playing basketball, your goal is to win the game, right. Or whatever it is. Right. So in the same when you're talking about patient care, your goal is to make sure that the patient receives the care that they need. Right. And how are we working together to achieve that as well as, you know, practice growth in those other other metrics. But as a team of we're all moving in the same direction, focusing on that one goal that we're all kind of questioning one another and collaborating on what's happening at each phase of the, you know, the cycle. Charlie: One thing that just popped in my head as well for you is, you know, you know, Emily is coming in as a part of the DSO to help and support individual practice brands. And so I feel like a lot of practices, you know, they're starting to become a part of an organization or a family like Lightwave. They may have hesitance to, oh, this person is from corporate. They don't know what all this stuff is like. And then you also mentioned having the dentist or the the former practice owner involved. Like how do you specifically deal with that dynamic? Because I'm sure many marketing folks that are trying to connect with new practices that come onto their platform, this is important and I think it's can be difficult. So what do you focus on? You know, in in in addition to the concepts you were talking about before, too, to make them feel comfortable and like you are thinking about the same common goal. Emily: I think ultimately, you know, you have to listen to them, what's important to them, right? And then we create a common goal that matches, you know, their values and the growth goals that they have, the practice. Right? So I, I take a very soft approach when any practice joins. Right. And there's a lot of questions, understanding their needs, what are the things that they're wanting. And then we put together kind of plan action around fulfilling those needs. Right. So if you're you can I think from a philosophy, you know, being philosophical about it, if I'm meeting their needs and what they want, they're more likely to hear me and be a part of the team sort of approach, right? So if if I come in with a sledgehammer and I'm like, we have to change everything. Everything's terrible, that's never going to work, right? They're definitely not going to want to listen. You know, I have to say, but if we come in and we're, you know, we're kind of soft collaborative team, then when I need to have a hard conversation about a vendor who's not performing, then we can have that conversation because we listened to them, you know, before and paid attention to what they thought was important. Charlie: Totally. Yeah. Because I think what happens a lot is people come in from corporate and they're like, Hey, this is the Lightwave model. We know this works. Yes, data driven. We're doing it. Yeah. And sometimes, by the way, maybe that's true, but it's not going to work if. Right. Because you still have to have people doing things. Yeah. For that machine to operate, even if it's proven. Yeah. And so it doesn't matter if the, you know, if they're sort of revolting against or if they just feel like what the hell I'm not, they don't even understand what we're all about here. Emily: Right, Exactly right. If you just come in and like you think you're the best you know at all, right? Like, yeah, I have one example of this and how this played out to about a year ago, maybe two years ago, we instituted online scheduling for everybody, right? We said we're we're picking a vendor, we're instituting and implementing online scheduling for everyone. Right? To this day, two years ago, I still get like negative feedback in regards to like this heavy handed approach. And now I think I don't even the all the practices signed up for online scheduling, I probably only have four left that are doing it on a regular basis right. And so, you know, and I had an I had a regional director who was like, remember Emily, when you instituted online scheduling and you forced everybody to do it, right? Like and that just, didn’t you know, go over well. So now I learned from that is really more like, yeah, much slower and sort of roll out of systems. Charlie: That is a really good example, especially because I imagine I mean online scheduling is something I think a lot of people are considering right now. Emily: Yeah. Charlie: If they don't already have it. And I mean online scheduling makes sense. Like every other industry has it, You should allow people to schedule and interact with you however they want to. And I know there's other things to to consider, but I can see that being difficult if people feel like they're being forced to do something that they haven't thought about and whatnot, probably some workflow changes here and there. Are they a big deal? Probably not. But who cares if someone feels like they're being told what to do? They're just going to, you know, throw a fit about it, which I guess I. I understand. By the way, what is your take on online scheduling - just side topic, Do you think Do you think it's something that practices should have or what do you feel about that? Emily: Oh, I am a huge proponent of online scheduling. I think reducing any kind of barrier for patients to schedule an appointment is like no number one thing, right? Yeah, but I'm coming at it from like a pure marketing leads driving perspective, right? There's a lot of operational pieces that need to be put into place to make it like super effective on that side, which again, is the team sort of collaboration. But let's make it easy. Let's get everybody schedule online, like let's have every, you know, particular appointment online available, you know, new patients, existing patients, emergencies, console everything. I'm totally into that. I would like to see more opportunities for better platforms for online scheduling integration. Yeah. Charlie: Yeah. There's there's we're starting I think you know to integrate with with some and there's a lot of different ones but I agree I think some are not as fully integrated you know as as others. And one other thing I think, you know you don't have to immediately have every single type of appointment. I think you should. But like, you can phase it in, right, with different main categories. A lot of times I find the practice sort of doc they're worried about this like one particular situation. Yeah. And just don't allow people to book online for that yet until you know more about it so. Emily: You can you wouldn't want to put like any like super you wouldn't want have a root canal like you wouldn't have someone be able to schedule a root canal right. Yeah but yeah right exactly. So the one thing that I've started kind of testing out and getting the conversation back into online scheduling is around doctor appointments. So we all know hygiene capacity is a significant struggle for the industry right now. There's just not enough hygienists to meet the demand for all the oral health care that's needed. So we're kind of tweaking or not like we're just testing out the idea of doing a lot more around filling doctor's schedules before hygiene visits. Right? So you can come in and have your your initial exam and then schedule hygiene or you can schedule like Invisalign implants, all the other kind of console emergency exams to fill the doctor's schedule and get people to so that people can get in to care for their oral health without having to wait such a long time for hygiene. Charlie: Interesting. Emily: And so that's been a kind of like a foothold or like a toe into more of a conversation around online scheduling now than it used to be. Charlie: That's cool. Yeah. Ken, how far away have I gotten us from where we want to be? Ken: My job is to get conversation flowing, and if it’s flowing I’m happy. Emily: Well, it's easy to talk about this stuff, right? Yeah, it's interesting. So. Charlie: Yeah, I think I just I'll comment on. I just love that we talked about teams and, you know, the messaging of when you're when you're interacting with a new culture. If you're coming in from the platform side, for lack of a better word and we'll talk about some more metrics to you but I mean that's it. Like if you if you're, you know, you're just not going to be able to implement anything if you don't accomplish that. So I'm glad that that that is what you what you prioritize. Emily: Growth of the team collectively. Like when you think about I can't I can't generate leads or understand what the messages that the practice wants to put out there. If I don't have collaboration, engagement and agreement from the practice they’re like the be all end all. I will say to you like so Lightwave, if we were really focused on leadership, so are we are attention a leadership organization as opposed to like a dental support organization. So our whole approach is to allow the doctor to be the leader of their practice. Right. And they have the final say. So I don't ever and there's no like advertising campaign that I'm going to put out there that they don't approve beforehand. So that naturally creates more collaboration, right? It takes time. It takes longer, I think, sometimes to like see results because we're doing all this sort of engagement and collaborate session with the leadership team. But I think ultimately everybody is much more focused on results when we do it that way. Charlie: So you guys are a DLO, right? Emily: That's right. Charlie: It. Is that out you use internally? Emily: Yes. Charlie: You say DLO. Okay, great. I didn't know that. I love that. Emily: That's all right. Yeah. So, like, our like our community is all around doctors being the natural leader of the practice. Yeah, right. And they remember. Charlie: I, I personally went to your event two years ago maybe, and you can tell that's in the fabric. I mean, the the leadership team on the Lightwave side, you can tell is also that way, like all the speakers that were up there, I mean, it was very impressive and so much more about the stuff that we're talking about right now than it was. I mean, obviously there was and, you know, information and analytics and those types of things, but it felt more like a leadership training event. Yeah. Than anything else, which it makes sense as that's what what y'all's identity is really. Emily: And when I have conversations with practices around marking activities, you know, I want to empower them to understand and be like really a part of the process, right? Charlie: So yeah. Emily: Whether that's like, you know, making sure that they have regular communication with any kind of vendors opportunity to sign up to hear, you know, webinars or, you know, we go through the funnel and giving them information to help them make decisions, right? So even if it's just like tracking the marketing spend so that they can see where everything is at at any point in time, then they can make better decisions just, you know, for them and their goals. Charlie: Totally. Emily: Really. Charlie: Love it. Ken do we have any other big questions we got to hit? Ken: We don't have to. We don't have to. But I want to ask one more. Yeah. Since you see a lot of dental organizations or practices, are there any key traits kind of separating high performers from the low performers without throwing anybody under the bus? Like what are the what are the success factors? Emily: Okay, so from a marketing, I think there are some key key components. One, they have a solid marketing budget, right? The industry average is like 1. 5% of revenue. Right? But if they're spending 2. 5 or a little more, right, then they're spending it wisely. I think that's a big factor. Right. I think the like we talked about before, the integration of marketing and ops, huge factor, right? Emily: So making sure we're tracking all of the marketing activities. Are we generating leads, but then are the leads generating new appointments and are those appointments generating new patients and making sure that there's that everybody's working together to get to that goal. And then I think having marketing professionals on your team. So if you have somebody that's that's what they do, like they're focused on marketing activities, you're going to naturally see more results as opposed to somebody who is like they have three other like hats they're wearing in the practice. And so they can't really, like, dig in and make some, you know, positive you're having more positive impacts in time because marketing takes time. There's nothing that's like quick and easy about it. Charlie: Yeah. And like thought to right time, I'm just like thinking and you know, I think a lot of people be like, Oh yeah, you know, so-and-so is so good at Tiktok, I've seen it. And then it's like, Well, we got that covered right? I mean, what, what are you going to do with it? Should you be doing anything with it while there's other countries around the world that are listening to us through it? What does that mean? Just kidding. Emily: Do you think that's true? Like, um. I really do. That's a lot of testing that goes on right? In marketing. Are you testing the message? Are you testing that, you know, the channel that's being used and are you willing to challenge what you've always done? That's another big, I think another big piece. So do I answer your question Ken? Ken: This is great. Yeah. Yeah. I think we need to probably call it a day though, because we're out of time. Charlie: We've got so much good stuff. Hey, everybody knows how to find the coach game, book, whatever the Bear. I love that show. I've seen season one, FX, right? Emily: Hulu. Charlie: Hulu. It's on Hulu. Watch it. The Bear, killer if you haven't seen it. Phenomenal. Can't wait to see Season two. Glad I already know about the Coach K thing. I won't get like heated in the moment, but I love that show. Yeah, no, and I love it. I love what Emily talked about today. It was awesome. Emily: Yeah, I remember team collaboration. That's huge. Charlie: That's the deal. Ken: Emily, tell us, where should people go to find you guys? Emily: Oh, lightwavedental dot com. That's our our website. Check us out on LinkedIn. Lightwave Dental. See all the happenings and amazing stuff that our practices are doing. Huge spotlights for them on LinkedIn. --- ### Ep. 6 Is private equity right for your healthcare practice? With Danny Ketola of Flagship Specialty Partners - Published: 2023-08-30 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-6-is-private-equity-right-for-your-healthcare-practice-with-danny-ketola-of-flagship-specialty-partners/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 6 Is private equity right for your healthcare practice? With Danny Ketola of Flagship Specialty Partners. /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + (2 * var(--icon-padding, . 5em)));height:calc(var(--icon-size, 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elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple On today's episode, Danny Ketola joins us to discuss the pros and cons of private equity partnerships in healthcare. Danny has over 23 years of experience in executive management in oral surgery, and founded Flagship Specialty Partners in 2021. Previously, Danny served as CEO of Carolinas Center for Oral & Surgery from 1999 to 2021. https://www. youtube. com/watch? v=WVF48qZwq1g Listen: Transcript: Ken: All right. Welcome back to The Bottom Liine. Today we're going to talk about private equity. What do you, as a specialty practice, need to know about private equity? What are the pros and cons? All that good stuff. So joining us to talk about this is Danny Ketola. He is with Flagship Specialty Partners. Danny, do you mind introducing yourself real quick. Danny: No. I’m Danny Ketola. I've been... background's in accounting, but I've been working in oral surgery since 1999 and kind of got into it as a fluke and started with a small practice. We built it from 23 employees up to about 230 employees, and during summer, 2020, after we've been approached by a lot of private equity partners, we decided to look into it and we formed a platform. End of 2021 and since then I've moved into business development and I've been doing that ever since. Ken: Awesome, well, very, very glad to have you here today. Charlie, you wanna say anything? Or just jump into it? Charlie: IBITDA, a myth? Just kidding. I love finance terms. No, you go ahead, Ken. I'll get us off track. Ken: Yeah. Let's start very basic, and then we'll dive in. So let's. Let's assume you're a specialty practice owner or provider. You're not from the business world. What do they need to know about private equity? Just first and foremost, what's kind of the summarization of why they should even consider? Danny: When I go to talk to people, I tell I tell people, regardless of how you feel about it, you have to be educated on that. Because if something is going to fundamentally change your profession, you don't need to put your head in the sand. You need to go out and you need to learn about it doesn't mean you have to do it, but you should learn. Learn about it. I've had some surgeons tell me, Oh, you know what? I'll be ready to sit with you in five years. And I tell them, I said, That's like getting a financial planner when you're 60. It doesn't make sense. You need to get one now. Learn about it. Learn the pros and cons, look at your options, and then you move forward in a way that's best for you. But everyone should learn about it. Even if you're not in medicine. Yeah, you should learn private equity because it's everywhere. Charlie: It's everywhere. We we you know, we're in a number of specialties. Oral surgery, obviously, dental, aesthetics, orthopedics, derm. Several more in the list. Literally, every single one is having a lot of private equity action. So I agree. I agree with that. Got to be educated because it's already here. Danny: It's crazy. My wife and I sold our house last year, moved into a rental, and we never met anybody. All we did was we went online. We called in a first maintenance request. I asked them, I said, How many homes do you have? They said they have like 50 or 60,000 homes. And what they're doing is they're buying homes. And then once they once they they have a good density in a market, I think they probably overpay for a couple so it raises their balance sheet. And then driving down the street, look and if you notice where there's some new developments being built. Sometimes they'll say homes for rent, not for sale for rent. That's private equity money coming into the into the industry. Charlie: Bingo. Danny: It's in ice cream. It's in everything. Ken: Is it? Is that private equity? Is it increasing? Is it on the rise or is this just kind of always been part of business? Danny: It's always been part, but it's definitely on the rise. If you want a good audiobook to listen to, there's an audio book called The Private Equity Playbook. It's a pretty easy listen. You may want to listen to it a couple of times, but it walks you through the process and how and why it works. When I first heard about, you know, back in the 2000s when dentistry was first getting into this, you know, what they do is they take EBITDA or earnings before interest taxes, depreciation and amortization. They're essentially buying your net income. Then they consolidate it and that can sell it for a higher multiple. And at the end of that, someone's going to get caught holding the bag. But that's not true. They will learn to partner with other other specialties or other industries, and they will continue to grow it. So there's pros and cons in it, and that's why you should look into it and just weight it and compare it to your situation. Set up what works for you. Charlie: That's cool. I think I might listen to that book myself. Danny: It's easy to put it on to if you're young, you got good ears, you can put it on two or three times speed and you can you can roll that. Charlie: But I do. I listen. I listen to music too loud, Danny, So I can still hear for now. So I'm going to have to do it quickly. Danny: Okay. Ken: So if there's pros and cons to it, it sounds like we're sort of hinting at that it might not be for everybody. Is that is that accurate? Is this something that people need to be? Are they are they not competitive if they're not talking to private equity? Danny: Oh, no. I think they're competitive. It's like getting married, you know. Is that right for everybody? Yeah. You know, maybe. Maybe not. Depends on their age. Depends on where they're at. Depends what they want out of life. And then if you do decide to get married, which is, you know, getting in private equity partners, no different than having a marriage or another partnership. So a lot of people only look at the money. And I tell people there's two parts of that. One is the money side. If that's the most important part, to you. Then look at the money and a lot of times they'll take financials and a lot of due diligence to get into it. But look at it and then if you decide it's something you want to do, then you go look at the quality of life part of it. If quality of life is the most important. I tell people, Look, I don't even need your financials. Let's go down the quality of life road and see if it's something that you would like. You know, if you have less management, you're debt free. You can take a vacation tomorrow and everything will be taken care of for you. So it really frees up and gives you less stress. But, you know, a young surgeon or someone coming out of school at 35, they're ready to conquer the world. You know, it may not be right for them at that point. And then like with any investment, it's essentially an investment. You know, is there risk to it? There is risk. That's why you want to choose the right partner. So good example, I’ll use Liine as an example. They're they're great company. They're up and coming. They can say, you know what, we're going to stay by ourselves because we can control internally what we do. And we're just going to continue to build customers. Or they can say at some point we want to get another partner that can bring resources and different value and different services that we don't have to grow it much bigger. Which ones? Right. It depends. Their risk by staying small can be minimized because they control it, but they can also minimize risk by going with a private equity partner in case the COVID comes again. Yeah, it's been scary for everybody. People that got through the COVID probably say I don't have to go through that again, but it's different for everyone. You just got it. You just got to look at it. Ken: Mm hmm. So you sort of hinted at what are the pros and cons? Is there any kind of is there any more pros and cons to this that you'd want to make kind of the balance sheet of what's what's good about this? What's the drawback? Danny: What are the pros to me and specifically to oral surgery? One of the biggest pros is the oral surgeons, and the specialists need to band together. You know, and I think it's important because we like the camaraderie, we like to have broad scope, but there's a lot of pros. Money can certainly an income can be a big pro because if you if you calculate out staying private for the next ten or 15 years and take your after tax dollars and total that up and then divide it by the number of years, you can do the same thing by going to private equity and look at your after tax dollars and you're going to get a lot of tax advantages because you're going to be that's going to be a capital gains tax rate instead of ordinary income. So if you compare your after tax income staying private compared to private equity, you're going to make far more money with a private equity company as long as everything works out. And that's that's why you got to choose your partner. And then it depends how much money you want to roll forward. Be like if you're going to say if it was 1995 and you had $1,000, you could invest, you could throw in an Amazon or you could throw it in Duke Energy. Duke Energy's probably really safe bet, you know you're going to make money off that. Amazon probably wasn't a good bet necessarily, but if you had, you had made a lot of money, especially if you didn't take it out, you just let it roll the entire time. So it depends whether people keep the money in or they take it out. And timing is always important because it's essentially a stock of private stocks. Charlie: Or most of the when when, you know, a practice owner gets the deals that they get. Is that is it usually there's a lot of optionality and how much money you want to take off the table today and then how much you want to keep in as sort of an investment. Is that is that do they have a lot of options there or what does that usually look like for a practice owner when they engage with private equity. Danny: Then have some options. You know, we we like we definitely want people to roll in. Say you’re 65 and you're looking to partner. You know, they say the only money guaranteed is is the money on the table, which is true. But if you get someone like us, we're on a really good path. We feel like we're going to recap soon. So we think that every day that goes by, the more we grow that, the lower that risk is. So, you know, it just all depends. . Charlie: When people are concerned about, I guess. Do you think the biggest fear for practice owners is the risk of the investment, or is it usually more like lifestyle or more like losing control? What do you think people are most afraid of? Danny: You know, a lot of people just don't like change. But yeah, I think most people are afraid of losing control. And that's one thing we absolutely don't do. We really want to come in and support practices. We don't we don't get in the business of dictating care. We only want to make sure we we can support it to bring about better care. Now, we're not we're not clinicians. We're here to help. Charlie: Yeah. Yeah. Interesting. I would have. I would I guess the same, you know, the same thing there. Danny: What was the question you asked before? I don’t know if I answered it completely. Charlie: No, I think you did Just, I just basically like there is an option of, you know, you can either roll roll some of your money on the table and investment. Yeah. Danny: If you're 65 people want to roll less. Yeah, yeah. They have the money, they hit retirement, they say I'm good regardless of what happens if you younger you buy one a more so people that you don't want to roll as much as you possibly can when you're young, then you need to rethink it. It's kind of like getting a prenup because that's where the real money is made is when you roll a fork because you're getting a 30, 50% return year after year and you're getting that at preferred tax tax. Charlie: What's the usual? Is there a is there a normal kind of timeline? Obviously, it varies. But, you know, a new platform is put together and, you know, initial practices come in and then some of the practice owner, former practice centers are, you know, keeping some money in as an investment. What's the typical timeframe of when they would, um, you know, when the when the platform is bought and there's like a big liquidity event or something, is there kind of a norm there? Danny: So yeah, that, that audio book I told you about explains it. Yeah. When people that there's a fund of money and they typically the lifespan is ten years so a private company will get this money they may spend a couple of years looking for the right industry, the right partner. Once they do, then they will try and give it maybe a 5 to 7 year lifespan, because then then they need to return that money. And the ten year funds typically will have extensions where they can extend it another year or two. But, you know, I would think most performers you look at are going to be on a five year basis. Charlie: Got it. Danny: And then and then if you're coming on to a platform, you want to look and see what stage they're at. Are they halfway through it? 80% through it. They just started. You know, that's a that's an important question to. Charlie: Yeah, it's and it's still always risky but it I don't know this is kind of my gut feel of just some of the ones I've seen in different specialties. It seems like most of them turn out to do pretty well, like it's not very common that a platform would just tank. Is that a fair statement? Danny: It is, yeah. I mean, you look at it, you got a lot of smart people who have been in investment banking for a long time. Right. As you get more players in the field, though, and you may have some that fail. When I first started, I knew the practice of went with the first platform in Austin, Texas, back in 2017 when I went to a meeting, I think it was last last year in Charleston, there were about three other competitors there with us. This this last year there's seven. That's just the world. And they're starting them almost almost every day. So an interest rates going up and people just starting platforms. I do think some people could get in trouble because their interest rates are high, multiples are up again. That's why you want to pick the right partner, ask the right questions. Charlie: Yeah. Ken: You keep mentioning this, pick the right partner. Obviously that's super important. So how do they know who is the right partner? Danny: How do you know who the right partner in life? And yeah. Charlie: I tell you it, Danny, you know, you know, if they're the one. Danny: You know, emotion is part of this. And they do play on that because some people will, Yeah, you've got to make a decision. You know, capital gains rates are about to change. Biden's coming in office, they're going to go up. You got to go, go, go. Someone told me a long time ago, there's always good deals to be had, so you never really want to rush it. And as far as but when you know, there's no reason then delaying it either, you might as well go forward. You're just you're just getting money away at that point. I think the right partner is it depends on who you are and what you want out of it. You know, people have different focuses. You know, it goes back to I think there's there's money focus in order to like focus and in both of them should deliver some on both of those. But you want to say to your surgeon and your biggest fear is that you don't want to give up clinical quality or say you want to do broad scope. You know, that's where we think flagship is a lot different. We don't think we know we're a lot different. We do broad scope of oral surgery and some people that want to do broad scope oral surgery may get with another platform and they say, you know what, All we want to do is teeth and titanium. We all want to do autism that they will do on total drug replacements, that enforcement that do something maybe they don't want to do, or they fought for some of the supplies maybe they don't want to use, which we don't do that we let the doctors deliver the care as they see that. And we we support them in the supplies that they they need to use. Charlie: What about the like the EHR. or is it, you know, do you think all these platforms, as they bring on practices, are always going to try to streamline that into one, you know, system? I mean, there's a lot of advantages that is that realistic? Danny: What you'd be surprised, you know, when we when we first started looking at this, we had about 80 companies request our information which which was shocking that there's that many people wanting to look at us. But that's awesome. We whittled down to about eight and some platforms they have no interest in. Can consolidating services like EMR and stuff like that. But we believe that we need to have consolidated structure. We need to have someone our practices all on the same services like, like wine. We want all of our practices to be on the line so the office managers can be trained on how to use it. And it's a it's a never ending process because it's a tool, right? It's a really valuable tool if you use it. It's an expensive tool if you don't use it. So we want to be able to build training within the organization. And if everyone's using a different software, it's hard to get good trainers right where everyone's using the same software. We can get good trainers and we can have people that are more competent, more proficient. We just have to when we switch people, we have to time it right and we have to make sure we're not disruptive to them. Delivering care. Charlie: Makes sense. Yeah. I mean, I think everybody's always wary of changing their main systems. But I mean, if you're if you're going to get into one of these pilot, so many advantages for you, the practice as well, because the support that you're going to get from the folks that can help you is much easier, right? If everyone's got the same stuff, I would imagine. Danny: And we bring in the support team, we'll bring in trainers, will prep everyone good, We put them through training in. It's I'm not saying it's it's a walk in the park, but it's after a week or two you're you're going to go Yeah. And then you can get better you know KPIs and data out of that because we do want to have data to help answer the questions and drive better patient care. Charlie: I've noticed a lot of the platforms will have really awesome swag like quarter zips with their logos. I think you're wearing one. Is that a required element of the transaction. Ken: Is If so, I want to get involved with. Danny: This. You know, these things just start showing up on my desk uniform. Charlie: So Peter Miller is making a just an unbelievable amount of money on private equity swag right now. Danny: You know what? That's the subject. My wife went to school with. I think his name is Tom Knight, and we started in East Carolina. Charlie: Right. Danny: East Carolina classes with him. Charlie: That's awesome. That's cool. They I think I told you they used to be below our office, but they moved out, so I should have made better friends there. Danny: You know what Someone's got to train them to make to be able to make better relationships, right? Charlie: That's right. That's right. Ken, I need some. What else? What else do we want to dive into here again? Ken: I guess we'll do one more question just because we try to keep these kind of short. But are there any, Lynn, any landmines or giant mistakes that you see repeated over and over again, anything that really devalues. Danny: Longer and when in just in general or. Charlie: Related to assessing if if you know, if you're the practice that may or may not want to get involved with a PE backed group. Danny: Yeah, I think I don't know if there's really landmines, but I think if you are going to look at it, you want to be open and share the information and it really walk through and give give people the time like we want the doctors to walk us through their information because we want to make sure we understand what we're partnering with and we want to make sure we give them all their value. And sometimes that said, they are running a perk through the practice and we're not aware of it, then we can't give them the value or, you know, we partner and then six months down the road we find out and give, you know, yearly bonuses. And we weren't aware of it, which, you know, we don't want any surprises like that. So no big landmine, just the decision. Charlie: I think the biggest thing that I've taken away, again, is just the education. You know, if you if you haven't taken the time to understand what that's what this is all about, and then you're having conversations with, you know, a platform about partnering and you have no clue what's going on. Like, you're just that that's going to be you can you could make a poor decision because you don't understand what everybody's talking about. So I think in today's point, regardless of if you end up doing it, this is this is happening right now and you're just you're just going to be way behind if you don't learn about it. Danny: I think if there's a landmine, maybe maybe rushing things again, you don't you don't want to drag on too long. And and there's a couple of doctors I've been working with and it dragged on for a year or more they want to do, but they just can't quite make the decision. On the other hand, you don't want to rush and and not look into it as much as you may need to to make sure they're not, you know, the platform you choose is going to deliver on what you want and what you need and what you think you're getting. Yeah, that's why I tell people I approach when I talk to people, just like a doctor's talking to a patient, they present treatment options and that's how I try to approach it, is I want to educate them. I want to educate them on everything that I can as far as what their options are going to be and the experience I have since I started in 1995, I worked with over 100 residents running through the practice. I work with over 20 fellows, so I want to talk to them about their options. And then at that point, I don't care what they decide. What's frustrating is when people make a decision without having the information. So and I don't pressure people, I let them go at their pace. You know, everyone's a little bit different. They want to fast track it. We'll fast track it if they want to listen to it and they want to let it soak in, I'm ready to happy to let it soak in. They want to bring their spouse. I love to have spouses join us because then they can talk about it because it's a joint decision. Charlie: I think that's really smart. That last part especially that you said. I mean, it's a it is a big decision. And so I, I, I think that that's all I think that's also good for the platform, too. If you're you learn a lot about the person that you're partnering with if you meet other people in their family. Danny: Yeah. Charlie: That's cool. Ken: This has been great. Danny, thanks so much for joining us again. I like to tell people where they can find you or find Flagship. Danny: Yeah. My email is dketola. That's d k e t o l a at flagshipsp dot com. Or you can Google me and I'm sure there's a way you can you can find me through LinkedIn or something like that. But anyone who wants to get educated on the process- happy to talk to you. Would love come see or jump on a phone call. Charlie: Yeah. Ken: Cool. Thanks a lot. Danny. Charlie, any final thoughts? Charlie: No, that was that was great. I think it was just such a timely conversation and, you know, get educated. Everybody learn about this stuff, whether you call it Get out, get it, Danny or the book. What was the name of that book that you mentioned? Again, the Private Equity Playbook. Danny: Private Equity Playbook. Charlie: That's right. That's right. I recommend listening to that because I. Sure. I'm sure going to do it. Awesome, thanks for being on Danny. Enjoyed it. Danny: All right. Thank you, guys. Have a good weekend. --- ### How To Track HIPAA-Compliant Marketing Analytics - Published: 2023-08-28 - Modified: 2025-01-06 - URL: https://www.liine.com/how-to-track-hipaa-compliant-marketing-analytics/ - Categories: Marketing Analytics If you’re reading this, it’s probably because you are aware that most website tracking technology for advertising and analytics are not HIPAA-compliant. Hopefully you haven’t already spent hours configuring a slew of custom GA4 events and reports before HHS clarified that you can’t even use it. Still, for anyone hearing this for the first time, let’s quickly recap: /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} How To Track HIPAA-Compliant Marketing Analytics /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} If you’re reading this, it’s probably because you are aware that most website tracking technology for advertising and analytics are not HIPAA-compliant. Hopefully you haven’t already spent hours configuring a slew of custom GA4 events and reports before HHS clarified that you can’t even use it. Still, for anyone hearing this for the first time, let’s quickly recap: GA4 (Google Analytics) Is Not HIPAA-Compliant Recently, HHS and the FTC have released statements clarifying that Google Analytics is not HIPAA-compliant, along with Meta (Facebook) and other pixel-based tracking tools. In short, they state that these tech companies are collecting PII such as geolocation data and IP addresses while also tracking PHI from webpage visits and form submissions - thus constituting a HIPAA violation. The FTC has been enforcing these new guidelines with multiple judgements against healthcare companies large and small throughout 2023. We really don’t want to ignore this, because it’s very easy to tell if a website is using these tracking technologies. Without our pixels and tracking codes, we obviously still need some way to measure our web analytics, marketing channels metrics, and campaign performance. The HIPAA-Compliant Tech Stack for Marketing Attribution If you’re still searching for a Google Analytics alternative, we have some suggestions for you listed below. Every business should have some form of website analytics to track where your traffic is coming from and how they are using your site. However, we ultimately need complete and accurate marketing attribution. To achieve this, we are going to need more than website analytics. Web analytics alone will still leave us with some glaring issues: Issue #1: Call Tracking On average, 80. 4% of new patient leads still begin with a phone call. Website analytics cannot track phone calls. Well... with a couple of minor exceptions. Because most phone calls have no association to any web session, we can’t digitally track the source of that new patient who’s calling. What types of attribution are we losing? Anyone who manually dials a number from your website or social media profiles Anyone you reached via billboard, television ad, radio ad, signage, etc. Anyone who calls your Google Business Profile listing (formerly Google My Business) Anyone else who manually types your phone number into their phone How do we solve this? By layering on a call tracking platform. With a proper call tracking system, you will be able to associate a web session with any caller from your website. You can also use unique phone numbers for out-of-home advertising, Google My Business, etc. This means that no matter how someone calls your practice, you’ll know exactly what marketing channel and/or ad campaign sourced that lead. Still, we have one glaring problem with call tracking. How do we separate new patient calls from all other phone calls? There is a way, but more on this later! Issue #2: Reconciling Duplicate Leads A number of your new patients will have multiple touch points with your business before booking an appointment. What happens if a new patient calls twice to ask questions, later submits a Facebook instant-form, and then uses your online booking system to book an appointment. How many leads is that? Obviously it’s only one. How many leads do your systems record? Two? Three? Four? This may sound like an extreme example, but it is not uncommon for new patients to have 2, 3, or even 4 touches with your practice. Consolidating duplicate leads will have a significant impact on the accuracy of your reporting, and should not be ignored. How do we solve this? By having a unified system that follows a user’s web sessions, phone calls, form fills, and online bookings and then reconciles the records. Again - we’ll explore this below! Issue #3: Tracking Cost-Per-Acquisition Website analytics can tell you which campaigns brought traffic to your website. Lead tracking can tell you which efforts resulted in a phone call or online inquiry. But we should also track which channels resulted in conversions - that is, when a lead books an appointment. We want to know our cost-per-lead, our conversion rate, and ultimately our cost-per-acquisition. For example, Facebook is typically one of the top lead channels for any healthcare practice that invests in marketing. However, Facebook leads typically convert to appointments at less than half the rate of other channels. If we adjust our marketing efforts based on cost-per-lead and not cost-per-acquisition, we could easily waste time and money with our campaign mix. Solving this can be complicated on your own. The best technologies are using speech analytics AI (or, conversational AI) to analyze phone conversations and automatically detect whether each caller booked an appointment. This can be combined with OBS data to collect an accurate status for every new lead. As you might expect by now, we’ll cover this more below. Issue #4: Siloed Systems All practices end up with multiple systems in place. It’s inevitable. The web analytics, the call tracking, the EHR or CRM, the communications platforms, etc... With your lead tracking, it is best to avoid assembling Frankenstein’s monster. Consider the time cost and quality-of-life that comes with running separate systems for your web session tracking, call tracking, web forms inbox, OBS tracking, etc. Rather than trying to reconcile the data into usable reporting, consider an all-in-one lead management system. HIPAA-Compliant Web Analytics These systems all offer some form of HIPAA-compliant alternative to Google Analytics (GA4). They allow you to track website events like GA4, but may require a few steps to set up. They offer some combination of self-hosting and/or have a willingness to sign a BAA, which Google will not sign. Piwik Pro Mixpanel Matomo Plausible All-in-One Marketing Attribution To recap, our ideal system for tracking marketing attribution would: Comply with HIPAA Automatically capture accurate marketing attribution for every phone call, web form, and online booking. Track new patient leads separately from other callers or inquiries Reconcile any duplicate lead interactions Track which new leads booked an appointment Liine is purpose-built to solve these issues for healthcare practices. With zero data entry, practices can accurately track their number of leads, marketing sources, lead-to-appointment conversion rates, and much more. This allows practices to adjust marketing spend towards campaigns that actually drive new patient appointments. The platform also records and transcribes every phone call, and then utilizes an advanced speech analytics AI to analyze each conversation. Liine customers can quickly view which staff member took each call, the reasons patients do NOT book appointments, treatments requested, how many calls went to voicemail, and more. This allows for even deeper reporting of revenue-driving insights. For instance, practices are now able to identify high-performing staff members, as well as specific training opportunities for lower-performers. Practices can determine how many new patients they are losing to specific issues like price objections or out-of-network insurance. If you’re looking for an all-in-one marketing analytics platform for your healthcare organization, set up a free demo today at https://www. liine. com/schedule-a-demo/ --- ### Ep. 5 Growing your healthcare practice with a rewards program, with Chris Chomenko of RepeatMD​ - Published: 2023-08-17 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-5-growing-your-healthcare-practice-with-a-rewards-program-with-chris-chemenko-of-repeatmd/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 5 Growing your healthcare practice with a rewards program, with Chris Chomenko of RepeatMD /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . 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elementor-social-icon-slideshare{background-color:#0077b5}. elementor-social-icon-snapchat{background-color:#fffc00}. elementor-social-icon-soundcloud{background-color:#f80}. elementor-social-icon-spotify{background-color:#2ebd59}. elementor-social-icon-stack-overflow{background-color:#fe7a15}. elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Chris Chomenko is the co-founder of RepeatMD, a mobile rewards app for growth-focused healthcare practices. How much marketing budget should be allocated towards existing patients versus new patient acquisition? What can healthcare practices learn from companies like Allergan, Starbucks, and United Airlines? We discuss these and more on today's episode. https://www. youtube. com/watch? v=gJjfeEUl_ao Listen: Transcript: Ken: All right. So we've previously discussed all the ingredients that go into booking more patients, turning more leads into consults, turning more consults into patients. Today, we're going to talk about how do we maximize the revenue of those patients? How do we get repeat business from them, for example? So today we are joined by Chris Chomenko. Did I say that correctly, Chris? Chris: You got it. Ken: Awesome. And why don't you give us a quick introduction of yourself? Chris: Yes. So, you know, introduction to myself. I live in Houston, born and raised here, wife two kids, three and a half year old, a two year old who's a menace. I mean, these guys, they're going nuts all day, every day. And repeat, M. D. , we founded at the end of 2020, beginning of 2021, somewhere in that ballpark. You know, we really kind of went to the market in 2021. We we came to the concept in the pandemic. Phil and I, we are actually founders of another company called VIP Insiders. Creating reward and Retention models for restaurants. And we had a lot of like like big clients across the country of course COVID showed up. All that business went out the door. You know, restaurants shut down. They weren't thinking about, you know, anything besides, like just baseline, you know, primal survival. And the way we got into the aesthetics world is really by you know, like, whatever you call it, luck, fate, what have you. I have a friend in Houston, ENT Dr. Ben Cilento. We were at I was at his house for a party and he knew what we were doing. And he's like, Hey, I'm opening up a med spa. Can you guys, you know, build me a rewards platform for that? And at the time, we were like, you know, like, hey, are you willing to pay? Has anybody had money during the pandemic? It’s like, all right, that could be a friend of ours. I'm like, Look, Dr. Ben, like, you're my pal. It's like, you know, we can try to do this for you, but your patients might get like an offer for a free margarita. So, you know, who knows what the hell was going to happen because, like, this is not what we do. Charlie: But it wouldn't be that bad, Chris, it’d be freaking awesome. Chris: You know what, there’s worse things, right? So he's like, Yeah, yeah, let's do it. So we did it. Marybeth Hagans One of the first people we talked to, she used to be at Allergan back in the day. Charlie: I know her pretty well. It's funny. Chris: In the botox world. Charlie: Yeah, I mean everybody knows everybody, but. Chris: Yeah, yeah, it's, yeah, it's a great industry for that, right? And she's like, Hey, this is what's been missing for the practices. And after that we pivoted. We went all in on Repeat MD. And now here we are. Flash forward two years later and it's gone from a rewards just like rewards retention birthday reminders platform, to now a full med commerce engine where we're able to finance patients treatments up to $20,000. We're able to create memberships, rewards of course, sales 24 hour a day, sales through the app, notifications, driving push through, pull through like, you know, engagement and really creating this source of inbound revenue for the client that they're able to like expand from the client base. And you know, so that that's who I now fully immersed into the world of, you know, elective medicine and aesthetics. And, you know, every day we wake up and think about new ways to help, you know, practices grow and enhance their business and transform more patients’ lives. Charlie: That's a badass story. There's two things I take from that. One. Who in the hell is starting a business right after the pandemic and being this successful? That's amazing, right? That you would had a business that got I mean, selling to restaurants during the pandemic, that's just a tough, tough draw, right, that you can't control. So that is an amazing just story. Entrepreneurship story. But then also the need, right. Like this is obviously a huge missing piece. And I think one of the reasons we were excited about having you on is just so many so many practices. Now, I'm sure I know no of RepeatMD and of the concept of first and foremost before the other stuff you mentioned, just getting more out of the patients that I already have. And so few are are doing anything about that. So I think that speaks to me as well as that people are starting, they're starting to understand that they need to take action on it. And it's cool that you guys, you know, found that, found that need. So Ken, I'm stumbling into your part. But that's a cool story. Ken: That's awesome. Appreciate it. I guess let's jump into the topic then. So, Chris, we obviously are at the point in the the patient funnel - the acquisition funnel. We have patients coming in. They're getting services from our practice. What's kind of next? Chris: So, yeah, let me give you the example of, you know, this is I think this is this one will probably like can that resonate for a lot of practices right? So like, let me walk you through an example of a dermatology and we have this conversation seven times a day. Okay. So if you're a dermatologist, you're a successful dermatologist, what do you have? You have a lot of patients. Patients are coming in to see you for, you know, like true like, you know, I'm coming in for my my skin cancer assessment. I'm coming in for, you know, to actually look at, like, serious medical conditions. But what I have for you is my dermatologist is an innate sense of trust when it comes to all things skin. So you have this large patient population that already trust you to high level And what you want to do now, if you're a successful dermatologist, is you want to kind of get into the aesthetics world because what you're seeing is all these people having all this success and this aesthetics world. You have device companies coming to you 17 times a week offering you all the greatest new devices and what you can do with them. And let's say you decide to take that journey. I want to get into aesthetics because as a dermatologist, I want to have a business. But then my business is, you know, making me money and aesthetics for a lot of doctors, it's almost like mailbox money because it's money they can make without them actually having to be in the practice. Right. Because they can have laser techs and esthetician and they can actually build a business. But the problem you have right, so we set up we set up like kind of where you want to go. But the challenge you have is how do I get my dermatology patients interested in my aesthetics? How do I message that? How do I do it? At the same time? And not being like a sleazy salesperson because you're a doctor, you're not a salesperson, you don't want to be salesy, you don't want someone to come in for a biopsy and then talk to them about micro or like microfracture, you know, resurfacing, right? It's just it's not necessarily the right fit or the right time or right place. So what you need is, is a soft way to get those people interested and engaged. And I'll tell you what the biggest brains in the world have figured out is that there's a way to do it. It's undisputed we used it and see it every single day. And the answer is rewards platforms. Now, rewards platforms back in the ancient era were punch cards, right? You know, we all had the subway punch cards or Smoothie King punch cards. And then you have a friend that worked there when you're younger, like 20 of them. So you're getting free sandwiches. Then you get rid of them because those systems were, you know, that's old days, right? No one's walking around punch cards. So what are the biggest and best brands doing now? Starbucks Rewards Allergen has a rewards program. They have mobile reward solutions. And so what these reward solutions do is they get your patient, in our case, into a into an ecosystem that educates them of all the different services by saying, hey, you know what? You're here at the doctor. Here's a sign right here that says, Hey, by the way, you get a free hydra facial or $50 towards your first of service. Whatever you're offering is whatever that hook is, it pulls them into this ecosystem that now slowly moves them through all of your aesthetic and cash offerings. And that's exactly what Starbucks did. Like, if people don't realize this in 2008 2009, when Starbucks launched Starbucks Rewards, they were known for tall grand Venti, like the three types of coffees they had cappuccinos, Frappuccino. They did not have the ice caramel macchiato. They did not have the cinnamon sugar swirl like nitro cold brew. Yeah. And that's why I know it's one of the ones I drink in Texas is like 105 degrees. Hot coffee is. Charlie: That’s my favorite. Chris: So but they use the rewards app to create awareness. And they actually launched 42 products in 2019 alone. And how do they do it? By triggering little reminders and post and like little breadcrumbs to the rewards app. So what I'm saying is you complete the story. If you're a dermatologist and you have a lot of patients and you're really trying to like get into the aesthetic world, you better have a way to get them, like get the patients at least aware. And at the very core of what we do is we create this like massive, perfect awareness engine that gets people at least talking about it, aware that you exist, aware of what you offer and what's out there. And I think a lot of people, you know, in business in general, they they kind of gloss over like awareness and how important it is. Chris: And all they look at is the bottom line, how much money are we making? But I promise you, awareness leads like people are going to be aware of you way, way before they actually buy from you, Right. Like you've probably found out in your lives. Think about this something you've wanted. Maybe it's a swanky new hour. May we? If so, sometimes. If not years before you actually pass it through. So the more awareness you can create, the more front end funnel you're going to ultimately have the backfill. So don't just look at the bottom line. And that's the key. With rewards like Starbucks, when they launched the rewards program for the first two or three years, it was a loser, right? They were giving away millions of millions of free coffee. It was like like they were investing, investing, investing. Now what is it? It is literally the single most valuable part of their entire business. They have, 51% of their total revenue is generated through and because of the app. That is more than half of Starbucks total revenue because they invested in awareness and now it's gotten them everything and everywhere. So that's that's that's how you can go from just a general practice that and get into a set is through an awareness engine, which is what a reward system is now sophisticated. A reward system can do more. And we can talk about that later because repeatedly not only wants to create the awareness, but we want you to capture the value in the app, like when they're when they're hot for it. So we don't want them to wait six, seven months. We want to make it easier for them to move forward today. Right? Totally. Charlie: I had a question about, you know, the aspect of how this supercharges referrals. So I think historically people are like, you know, we just provide a good patient experience. They come in, we treat them well, you know, it smells like lavender or whatever. Know things are important, but they're just like and so and so, yeah. So because people enjoyed it, they're of course, going to go tell their friends and then they're going to reach out to us, which happens some, but only, only the people that there's only a certain percentage of people that actually do that. Right. So what, what have you guys learned over the years, even from your prior rewards business? Just about the psychology of referrals and then being able to offer your friend something from the practice and how that changes the game of the likelihood it happens into that person reaches out. Chris: Yes. So look I’ll tell you, when’s the last time you had an amazing experience or amazing stay at a hotel and you went back and wrote a five star review and told all your friends about it. Like that's not how we operate. But I'll tell you what, if you walked in and there was a roach in your bed, you're get on the keyboard like, these sons of bitches. Five stars. Yeah, my ass, right? Like, so bad news travels around the world twice before the good news gets out the door. And so, like, if you're just hoping that, like, hey, I've got lavender, you know, a mist, and I got eucalyptus like you know, breathe in the area and all this. And that's gonna create referrals, like, you know, you might be right, there's going to be some referrals off of it. But if you don't have a systematic way to generate referrals, you're going to be kind of left at the whim and and look like if I like and we talk about referrals like like this, right? Like, yes, word of mouth is great. Like, Hey, Dr. Smith is awesome. Love to go see her. You should go try it. Cool. That's one way to do it. So if I go, Hey, Charlie, like you know what? I saw this new movie, you know, the Indiana new Indiana Jones movie. It was fantastic. You got to see it. You're like, Oh, are cool. I'll probably I'll go check it out. Yes. What you're going to do, you're like, Yeah, okay, cool. You're not can think about it. But if I said, Hey, Charlie, I saw the Indiana Jones movie and because I went, I actually I got two tickets that I get to share with you. So hey, I'm gonna send you two tickets to your text message and you can book in and go see it. Would you say the likelihood of you taking you and your wife or son, whoever to see Indiana Jones are two free tickets is a lot higher than a good movie, for sure. Hundred percent higher. Right? So we're creating is a system where, hey, I got a free ticket. Now I can share free tickets with my friends so I can actually give some value to my friends so they like me more. So my social status goes up because I'm not just telling them, I'm actually giving them a soft entry point. And now you as a friend, you have a reason to actually go over and above the fact that somebody just said, Hey, good deal. And then the whole point that you're making is like, hey, people like, you know, they're going to come back and refer because like, you know, we have a great experience, but I'm telling you, I'm going tell you a great experience,is minimum requirement. If you don't have a great experience like like you are out of the game because everybody does. So you have to have above a great experience, which means you have to have systems. And I'll tell you this, like if you're a client on this call and you've been in business for five years or more and you're still pumping dollars in the acquisition, you have to stop and ask yourself, why is that the case? If your retention is so good, if everybody's coming back and referring their friends, why are you still spending ten, 15, 20,000 a month on paid ads and paid social? Why don't you just have this huge base of customers coming in all the time referring their friends? And that's what I think. I like to stop and make people pause on. It's like, Hey, you're spending all your time with acquisition. If you allocate some of those resources and like any like business professor will tell you like 70-30 at a minimum, from acquisition to retention, like, but I don't see anybody really thinking about retention because retention is a sexy you think I've already got them, so I don't need to resell them. But you do actually. Charlie: That's an interesting thing because like if you talk to people about what we're talking about, so many will nod their head and agree, Oh, oh my God, yeah, totally. It's ten times more expensive to get a new customer or patient or whatever. And there's so few, at least up until you guys are taking actually taking action on it. And I think it must be something along the lines of it's not as sexy or people just sell themselves on that patient experience concept. Well, yeah, I mean, we spent so much time making sure that everybody was going to enjoy themselves here that we already sort of have that because we know our people are talking to their friends and that's bull. Like, that does not happen with the like the examples that we just gave. Chris: So you get sold that everybody is going to come back like, Hey, they came in, they're going to keep coming back. And what happens is we get this. We and I forget the actual name of it. It's kind of like a cognitive bias, right? That we think our retention is better because all the people we see over and over again, we like, oh, I see that. I see my people over and over again. But you don't remember all the people you don't see. And so what happens is you get this loop of thinking, reinforcing like, Oh, I see my patients all the time. Like, Yeah, but if you really looked at it like, how many people are you not seeing all the time? Charlie: Yeah, like the actual percentages of the people that have ever been there. Right. Like if you're, if you're a meds by owner and you know there's ten people that you know pretty well that come in a lot, they're basically your friends. It makes it emotional. You're like, yeah, we have such good retention. But to your point, you know, yeah, those people are going to keep coming back. Also, those people should have brought you five X the number of you know, they should have brought you tons of patients. And how many have they actually referred? And you don't have a system, Right. Chris: And have those ten people just been coming in for Botox for the last 10 years or they actually upgraded to like body contouring, lasers and those other things. Right. So are they are they still coming in as low margin or we actually cycled them up to how I margin because of my friend. I don't want to upsell my friend you know and it's like don't talk about money now is like just gets like it's tough and that's why like like a barista has never had to upsell me because they got this great reward that that constantly tells me all the bullshit I can buy Starbucks right? Don't you want that? So you direct upsell anybody and you have a system that's that constantly like giving them little breadcrumbs of what they can try next. I mean. Charlie: It's yeah, I, I'm totally with you on this. I will say I would love to have the experience of a Starbucks barista trying to upsell me one day. Yeah. See how good they are. Chris: Trust me. You don't want it. You don't want it. And the baristas You know, if they did that, maybe I wouldn't feel bad about, you know, the tip they ask for every time. But I do. I'm a tipper I want everyone to know that whenever they give me a little tip machine, I tip every time. And it's just, you know. Charlie: Yeah, it's interesting. I actually just we're getting off topic, but I had one of my New Year's resolutions is I'm not doing that this year to see how much less money I spend. Because I mean, it's everything. Maybe barista. But like you know, I mean, like, you know, Jersey Mike's or whatever, right? Chris: It's everything. Charlie: I made you a sandwich, whatever. And I'm like, Yeah, that sandwich is like $13. And I'm like, Dwight Schrute. I don't tip some body for job. I could. I could do myself. Chris: I like it whenever I go, like, you know, get water, like, just, like, go to, like a little store and like, like, grab some water like, tip like, not like, like that's. Now you guys are literally insane. Charlie: Yeah, yeah, yeah. Chris: Anyway, well, well, well, I'm sure that a lot of the business owners on this channel would probably agree with those sentiments. Ken: Well, we'll have you back to talk all about this, then. Charlie: Yeah. Yeah. We'll have another episode on this. Ken, any other questions you wanted to dig into? Ken: We're we're running towards the end of the hour here, so I guess let me throw one at you and roll with it if you can. Are there any, like major mistakes you see practices using around this that - like pitfalls we should warn people to avoid? Chris: So, I mean, if you want to talk about pitfalls, like, you know, I'll kind of keep it close to the vest with RepeatMD and like just pitfalls and like a retention solution like period. Right. So like, if you're going to if you're going to build rewards into your business, which I recommend everybody does, right? Rewards are like follow the money. Like if you look at Chick-Fil-A in Starbucks and Allergan and United and all the hotels, all the biggest brands in the world have rewards, programs like folks, it's not a fucking accidents, not a mystery. There's a reason they're doing is because these things are insanely profitable. So if you so a I recommend everybody has a rewards program, whether use repeatedly or not. Now I prefer you use us because I think we do a really good job in our technology just getting better and better and we're investing tons to make it better and better. But here's the pitfall. Here's how you can take something that can be immensely powerful and absolutely destroy it. And it's I'm going to use what I call a puppy analogy. Okay. Can Charlie, either of you guys ever bought a puppy before. Charlie: I just did like 10 days ago. Chris: Well, this is going to work out just fine then. Okay. You're I think you're going to follow along. So whenever you're going to get the puppy super excited, right, Like, oh, my God, I'm out of the puppy. It's going to be. So what kind of puppy do you get, by the way? Charlie: Boston Terrier, Boston Terrier. Chris: One of the cutest dogs on earth, I think the most popular breed of dogs in 2023. So congrats, my friend. You're right in the mainstream of things, okay? You really get you really get the everyday man. You know, you got this cute puppy and your super excited about it. But when you get the puppy home, what's the first thing that happens? Like at night yelps and keeps you up all night? If you're trying to break in, it probably pisses on the floor a couple of times. Maybe, maybe shits in the house. You got to take in out every single hour when it gets a little bigger. Since our chewing up your shoes, your house like a puppy itself. Like the idea of it is super fun, just like a rewards program. All going to get a rewards app. It's going to be awesome. All my patients are going to see it. They're going to love. It's going to be so cool. And then the reality sets in, Oh, I've got to help get people signed up. Oh, I've got to train my team on it. I've got to talk about this every time. Oh, I got to I got to answer questions. My patient, oh, I got to give away this free thing to get people to sign up. And it's like you're in the puppy phase and that phase where it's just causing more trouble than it's worth. And it's like, Oh, this sucks, right? And that's where most people not I won't say most, but that's where a lot of people like want to give up in their journey. Like, man, like, I'm not getting anything out of this. Like, I'm just I'm not getting any sleep. I'm losing my shoes. My house is a mess. Like this puppy sucks, but with puppies we know, like at the end of the day, you're going to have this really loyal protector companion friend on walks with cuddles, snuggles, like, you know, fun for the whole family, right? So we stick with it. So I would tell you that the mistake you can make with the Rewards campaign is not to survive the puppy phase to get to that point where it is this really robust, rewarding experience for you as a business owner in that can be anywhere from three months to six months to nine months, depending on how aggressively you train your system. Like for some people, the puppy phase can be forever. I know people have full grown dogs are shitting in the house because the owners never potty trained them properly. Right? So like the puppy phase may never end if you don't actually take the time with the puppy. But on the other hand, I know some people that have like a little eight week old, ten week old dog that's like scratching on the door, doing everything right because they spent the time to get the training installed. Same thing happens as a rewards agent. If you're going to take it on, know you're taking on a responsibility and it's a responsibility to your business and to your patients because like, hey, you're offering them rewards and like if you come back in six months, they say, Oh man, I was lazy. I'm just I don't want to do any more. You're going to take those rewards away from your patients and you going to create a negative experience, right? So don't enter into this willy nilly. It's just like a puppy, like you have over six months. You can't control it. Now you're going to tell the kids you take it to the farm and break their hearts. You don't want to do that. So enter into it knowing it's a long term commitment inner to it, knowing that you've got to do the training, you've got to set up and repeat them. Do what we do is like we provide the the prep material and training and we help you do launch parties and to get the ball rolling. So it's like we're selling you the puppy plus like the training package, right, To make sure that I help you get a housebroken at the end of the day like it's on you to do what it takes and make it through that phase and just realize that like, hey, at the end of the tunnel is an opportunity to build your businessand to expand your revenue in ways that are literally impossible to do without a rewards platform. If there was other ways to do it, I promise you the Starbucks and Chiclets of the world will be doing them. The reason why they're not they're using more rewards is because it is literally the best tool available for the people that can afford to go that route today. Charlie: Love the puppy analogy. Brilliant. Chris: I've never had a more apt analogy in my life. I wish I could say I created it is actually my sales manager, Tommy Shipp who came up with that when he was explaining it to me. I was like, like brilliant because I had just got to shiatsu like a week before. This is like, you know, ten months ago I was like, that's like. Charlie: Oh my God, I'm in that. Chris: Yeah, I'm in the vortex. I get it. And it makes so much sense. Charlie: Yeah, it does. That's awesome. Cool man. Well, thanks for hopping on. I enjoyed that. Ken any closing comments. Ken: Yeah, tell the audience where people can find you guys? Chris: Yeah, you know, you can find us if you come on down to Houston Galleria area, drive by the office. No, I'm kidding. You can find us. Repeat, I like. Let me get all this right here. I'm not the social media manager, Ken. My God, this is embarrassing. Ken: repeatmd dot com, at least! Chris: It's a little. I'm a rewards app guy. I don't even go on websites. repeat md dot com. You can find us there. You can find us on Instagram. And I want to say it's repeat dot MD. Somebody must have beat us to the punch and RepeatMD. Find us on Instagram Go to repeatmd dot come. Hell, if you want to you know email me. I'm Chris at repeatmd dot com and yeah we'd love to talk to anybody I like and our in our hold stance on our businesses like we're open in conversations anything we can do to help practices grow like whether they work with us or not is perfectly fine. And you know, also I'll tell you this like and you guys at line, I know y'all are awesome. We love your technology as well. As far as like just helping people like, like mitzvahs, like most likely you're not good on the phones. You people are good on the phones. A software like line, like, I just have enough clients to tell us, like, how good you guys are can really take that up because, like, you can have the greatest offer in the world. No one's picking up the phones like you're leaving money on the table. So I don't like I'm not going to beat that to death, but it's huge. But I'll say that like, you know, we believe that we just want to help people, you know, whether whether they use us or not. Like just get the results are looking for in business. And, you know, so if you ever want to reach out and have a conversation, ask us any questions. Don't be afraid to reach out to us because we might have run into a client experience. What you're experiencing now and we might have something we can share to help you. Charlie: Love that mentality of excitement. Enjoyed it. We'll have to we'll have to do another one sometime. And yeah, I'll let you know when I'm in Houston. Chris: You do that? Yeah. Happy. Happy to chat with you, gentlemen. Y'all have a great rest of your day. And thanks for having me on. Charlie: Thanks Chris. --- ### How to measure new patient conversion rates for your healthcare practice - Published: 2023-08-04 - Modified: 2023-10-06 - URL: https://www.liine.com/how-to-measure-new-patient-conversion-rates-for-your-healthcare-practice/ - Categories: Lead Management /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}How to measure new patient conversion rates for your healthcare practice /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} If you want to run an effective healthcare business, you need to know your lead-to-appointment conversion rates. Practice owners are often shocked to discover that they only book 40-50% of their new patient leads. In fact, Liine’s analysis of 278,000 healthcare leads in early 2023 showed that only 39. 9% of marketing-sourced leads ever book an appointment. There are many ways to improve lead-to-appointment conversion rates. Practices can adjust marketing spend towards highest-converting channels and campaigns. Call staff training can drastically increase appointments, as booking rates can vary by as much as 60% between staff members. Operational changes can prevent issues such as scheduling conflicts or unanswered phone calls. But without lead tracking, you won’t know what levers to pull or whether your changes are working. The patient conversion rate formulaLuckily, the formula for your conversion rate is simple. Take your number of booked appointments and divide it by your number of new leads. Easy, right? Well, no. With healthcare practices, “simple” does not translate to “easy”. Phone call leads, primarily, are very hard to track. At a bare minimum, we need to track where each call came from, which ones were actually new patients (versus existing patients or other callers), and which ones ended up booking appointments. That will let us calculate our new lead conversion rate and the performance of each marketing channel or campaign. So how do we track these? The Mistake: Manual TrackingAsking call staff to manually track every call is... an option. But, to be blunt, not a viable one. We have certainly seen practices try this, but every one of them has since given up. The primary issue is that even the best staff with the best intentions will struggle to capture accurate data. Call staff should be focused on helping patients schedule appointments. That is their primary role. There will always be some level of data collection, but having to run through a checklist of required fields on every call will distract from having a productive conversation. And in reality, parts of the checklist simply get skipped or forgotten in the daily chaos. Call staff also generally wear a lot of hats. They are not a traditional, dedicated sales team. They are not having multiple, lengthy conversations with prospects and they are not trained to operate like full-time sales roles. CRM systems and their approach just weren’t built for the realities of the healthcare call center nor front desk. A Better Option: Basic Call Tracking ProvidersCall tracking solutions exist precisely to solve some of these challenges, but they also have their drawbacks. At a basic level, call tracking companies are creating multiple phone numbers for your practice and track where each number is placed. With the right provider, you’ll automatically know the marketing channel for each caller based on which phone number they called. For many businesses, this may be enough. However, for healthcare practices, we ideally want to know which callers were new patients and whether they booked an appointment. Unfortunately, these systems don’t really know. To get around this, many call tracking companies will rely on some guesswork. For example, it is common for them to assume that if a call lasts a certain duration, it must be a new patient. The idea is that an existing patient wouldn’t need as long on the phone, but obviously this is not going to be very accurate. Another major drawback to these platforms is that they cannot distinguish duplicate interactions, particularly between your multiple lead channels. So, if someone calls twice and then fills out a form, they may report 2 or 3 new leads. Again, this is going to lead to less-accurate reporting. The Best Option: Conversational IntelligenceA new breed of lead management platforms designed specifically for healthcare are now combining call tracking with conversational intelligence. Conversational intelligence records, transcribes, and analyzes phone conversations to provide the additional answers we’re looking for. Liine is the #1 pioneer of this space, so perhaps we have a bias. However, there is currently no better way to capture the data we’re after. So, what does this conversational intelligence actually do for us? Imagine if a 3rd party was listening to every patient phone call and taking notes behind the scenes. Did this call get sent to voicemail? Which staff member answered the call? Is this a new patient? What treatments are they interested in? Did they book an appointment? If not, why not? This is what conversational intelligence can track for you. And as you may have noticed, conversation intelligence is seamlessly tracking additional data points above and beyond our basic requirements. Aside from collecting much more accurate data, this technology also unlocks prescriptive solutions. With marketing data tied to patient outcomes, you can make better marketing investments. If you know the conversion rate of each staff member, you can reward high performing employees or spot those who need training. And since you know each staff member’s reasons why patients are not booking, you can pinpoint their individual training needs. If you know when your practice is missing calls entirely, or other reasons why callers aren’t booking appointments, you can adjust your operations to solve these issues. There are a few platforms who are dipping their toes into conversational intelligence for healthcare. Liine is unique in that we combine form leads, online bookings, and call tracking into one platform, while also consolidating duplicate leads. Additionally, our AI is trained upon millions of actual patient phone calls. Now, in one platform, practices can view all their new patient leads, where they came from, their booking outcomes, and more. Practice managers can easily report on aggregate data, timeline trends, or examine specific conversations. Yes, of course we would believe this is the future of lead management. But we're in good company, with the largest sales platforms like Gong, Salesforce, Hubspot, Salesloft, and more also leaning into conversational intelligence as a flagship feature. --- ### Ep. 4 Maximizing revenue per patient, with Terri Ross of APX Powered by Engage - Published: 2023-08-02 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-4-maximizing-revenue-per-patient-with-terri-ross-of-apx-powered-by-engage/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 4 Maximizing revenue per patient, with Terri Ross of APX Powered by Engage /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. 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elementor-social-icon-spotify{background-color:#2ebd59}. elementor-social-icon-stack-overflow{background-color:#fe7a15}. elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Terri Ross joins us to discuss the training and mindset required to maximize patient revenue from every lead and consult. Terri's perspective comes from 20 years of managing and consulting in the aesthetics space, though our discussion easily applies to any specialty healthcare vertical. Terri is President of Aesthetics for APX Powered by Engage, and is founder and CEO of Terri Ross Consulting. https://www. youtube. com/watch? v=5n1CFhNXNLs Listen: Transcript: Ken: Welcome back to The Bottom Liine. Today, we're going to talk about how do we maximize the revenue per patient. And we have Terri Ross from APX Powered by Engage. Terri, why don't you quickly introduce yourself before we jump into our topic. Terri: Yo, yo, everybody, how are you? Thanks, Ken and Charlie for having me on. Super excited. This is my jam. Terri Ross I was the founder and co-CEO of APX Platform. Part of that, the founder and CEO, Terri Ross Consulting for about 12 years. And most recently we went through a merger with Engage Technologies and I'm the president of the aesthetic division there. Ken: Awesome. Well, we're super excited to have you here. Again, we have we have already talked about various stages of the patient funnel. Basically, how do we get more leads, turn more leads into consults. How to turn more consults into treatment. Today, we're going to talk more about: we have patients, how we maximize the value of those patients. How do we kind of think about ethically maximizing our revenue from every patient interaction? What's the first step? Terri: So if we're not going to talk about marketing, you know, where you guys play, which you know, I love you all so much. The first step being really what I teach everywhere is, is the is the training component before I even get into the the how or the why. If you know your team has got to be trained, you know, every role within the organization. You know, I'm going to focus on aesthetic medicine. That's where I've played for 20 years. But whether you're in ophthalmology, dentistry, any cash pay business, these methods and philosophies that I'm going to go through are applicable across different verticals. And so, you know, if you think about your front desk, they're tied to a KPI. Ultimately, that is how do I convert more people to get them in the door? How do I get them to book a treatment plan? You know, the providers are all tied to a KPI, which is mainly around productivity capacity and increasing revenue per hour, which is what you just asked me. And then obviously your business owners want, bottom line, you know, EBITDA and high profit margins. And so, you know, when we think about that, we we can't we have to say, you know, we want the patient to come in, but am I going to treat them symptomatically for the one thing that they called for? Hey, do you offer Botox? Hey, do you offer fillers, whatever that is? Right. Or do we look at our business as a whole holistically and say, I have all of these non-surgical treatments you may offer surgery, I have all these modalities. How am I going to get this client to have the best outcome? And the only way to do that is by look, we have to take a sales approach. People might not like it. I'm going to use the word sales training, but ultimately, if you are a provider, you're an educator. That's that's what you do. So your obligation to get the patient right, the best outcome and the only way to do that is to be able to really have the ability to bond with me, set that the expectations of that consult, even prior to on the phone, what they can expect when they come in. Credentialing the practice, credentialing the provider like the why should I come to you versus the competition down the street. And then when I come in, what is the experience and the outcome I'm going to get? And everybody, that's what I hear. And I want to be a salesperson. That's not what they came in for. They can't afford it. That's not on us to decide, right? It's not for me to decide what your pocketbook looks like. Charlie: Terri. Sales is the most noble profession there is. True or false? Terri: Listen. Yes. It is. We could call it. You know, it's funny because I always ask people, what do they think? What are they what do they think when they hear the word sales? Shocking. And it's always negative words. Charlie: What I was going to piggyback, but ken did you say something? You're not going to change that topic. Are you just kidding? Ken: No, go. Go ahead. If you had something. Charlie: One of the things I think about when you say training is it's like a shift from I'll focus on front desk for a second, a shift from order taking to helping people get what they're looking for. So like you said, if someone calls in and asks, what do you charge for a unit for Botox? There's a lot of other stuff going on in that person's life and brain That isn't, “what isBotox cost per unit,” right? So I think a lot of it is instead of just listening to a question someone asked and then just answering it and then waiting for the next one, you realize that your job is to help people book an appointment or a consultation to understand what they're trying to accomplish. And then to your point, there's lots of things that the practice probably offers that are related to that. And I imagine almost always the the outcome or the solution to providing the solving for what that person is concerned about isn't one thing, right? There's going to be a lot of different stuff. And that's not you mentioned the word ethically earlier Ken. it's unethical to not understand what people really want and show them what it's going to take to get there. I think it's unethical to not take the time to do that and to say, oh, it's, you know, $11 per unit. And then they get Botox and then they're out. And you haven't even learned what they're really trying to do, Right. So the training, I think, is also huge. And it's just like an awakening or a different it's a it's a mentality shift to think about what your job is differently and that's how you actually serve people versus just answering the question. So I'm a big believer in all that. Ken: So the sales mindset is important. When does that play out in the real world? Is that when the caller is on the phone? Is that during the consult is that - you just want to get them in one treatment upfront and then you try to upsell more things? When does that happen? Terri: Look at this. I'm going to I'm going to show this like, this is crazy. Like this is it, like this is this. And they're like, this is one of my courses. And I love the question. I show it because I didn't write because I was bored and had nothing to do. I wrote it because, you know, with all due respect, the space is just uneducated and it's fragmented and that's okay. I'm grateful that I have a job and I'm humbled to do so. And I love educating so much. But, you know, we're worried that the turnover in this space is so high and it's high for kind of what Charlie just said, because we don't take the time. We know we need a front desk. And I hate to say that a guest relations patient, concierge, whatever it is, that's the one of the most important roles in the company, right? When we think about where Liine plays in and I, you know, I admire and respect what you guys do so much and it's so in line with what I teach is that people have a marketing budget they're paying to get that lead in the door, which is very expensive, by the way. And if the team isn't trained, they don't even know what the procedures are. Features benefit. Somebody calls and says, Do you have Ulthera? They don't know that it's skin tightening. They say no, but they might have three other things. That's just fucking crazy, right? Because they just weren't taught. So if we can just take a step back and say, look at I have a business, even if you're a provider, you're an entrepreneur, that's what you chose to do. You own a business, you want people, your team is your greatest asset or your biggest expense. So if you're going to hire them, why don't you invest in something that's going to get you an ROI versus looking at it like, Oh God, you know, my team's fine and you're just kind of okay with the status quo because that's what half the businesses are. You know, the the average med spa does around $1. 5 million. That is not a lot of money. So how do we get to the three, five, ten, right, with double digit multiples that we want for an exit. And the only way to do that is to have an efficient business, Right. And to have high profit margins. And the only way to get that right is say, I'm going to invest in my team and I'm going to look at Charlie and he comes in in this way that I want to keep. Do I want a patient one time or do I want a patient for life? Because you know, what I teach too, is people buy anything, a car, a sofa, your house, college, whatever it is we buy for an emotional reason. So if you don't value the time in the consultation to get to know me, how long has it been bothering me? What have I done? You know, in the past? Did it work? Did it not? How committed am I to not feeling this way? I just came back from training a beast of a provider. Three practices and 15 years in business. And he's like, Terry, I've studied you and I. Repetition is good and I use your words. And if we can, you know, really embrace the model. People are happier, they have better outcomes, they trust you, they want to come back. And ultimately that leads into increased revenue, period. It's a very simple philosophy. If we're willing to just say, I'm willing to take the time to learn it and do it different. Charlie: I have a question that pops in my head I haven't asked you before. What about like recruiting? I know the labor markets hard or whatever, but what are some of the characteristics that are really important? I would imagine coachable is one because basically what we're saying is most people that if you're a practice owner that you have or that you're trying to hire to come in, whether it's somebody at the director of first impressions level or in the back office, you know, they don't have training. And so what do you think experience, I mean, obviously, if they know about the procedures and treatments, that's probably a plus. If they're it's going to be easier for them to put together a treatment plan. But what are like the biggest things that are most important to succeed, do you think, in some of these roles? Terri: Yeah, I mean, I think if we're thinking about, again, guest relations front desk, you know, somebody's solution oriented quick on their feet, look, I can coach and teach anyone can learn the procedure. Yeah, it might be hard harder. I would prefer somebody with experience, but you know people can look at that role and then I'll get to the provider level as I don't know, you know, not not a very important role within the organization. Right. Maybe. Maybe they're not paid a lot. Charlie: The unsung heroes of the business model. Terri: You get it. At their set, they could be such a high contributor. And again, that relationship building. So I think somebody who is just adaptable and and willing to learn and values, values, customer service and values, the ability to say, I'm willing to spend a little bit more time on the phone. Right. To get a qualified patient in the door. Nobody has time for lookie-loos. And then I'm sitting in the provider chair wasting time because I can't afford it, because the person in the front didn't ask enough questions. It's like this vicious cycle, right? And if we just look at the funnel or look look at look at the steps, it's very simple. If, if and only if. And that's what we talk about. Look, Charlie, you're in sales. You know, innately we can't make people want to feel like a salesperson and or serving. And I love the word we're serving. We're providing value. Right, to do that. This is not about me. It's about you. It's about them. And and so I think those those are some of the characteristics. Otherwise, people just take a job and flock in a, you know, 8 to 5 and leave her and don't don't, don't care because they don't know the why behind why does it matter or they're not tied to anything that's going to, you know, get them a different outcome. Charlie: One thing I've found recently in my experience is more on guest relations of first impression experience at the front. But they like it when a lot of times the staff, they get really excited when they get training because they feel like if people, human beings, if you're doing a job and you feel like you don't know what you're doing, that is not fun and it's not comfortable and you don't feel good. So just by saying like, this is why you're supposed to do this, some people are resistant to training, so it's not 100% of the time. But I think largely if you're a practice owner, like your team wants training and if you you will bring that to them, that there's going to be other benefits to just culturally of conveying that you want to invest in their success and even them just feeling better about, you know, what it is that they're that they're doing. Terri: Well, 100% makes you feel confident and confident. I think that the next thing we have to think about is then how do we hold people accountable? And it's one thing to take a training and people do it. It's another it's another to execute the plan and then practice and practice and practice until you get the outcome you're looking for versus I took it. You're like, I did it. You know. Charlie: We've accomplished something. Is the biggest driver of that you think I mean obviously some some reward and compensation and incentives and stuff. What's the why do most people suck at accountability? Are they just not willing to, like, have their conversations when it's like this person, It's clear what the expectations are. They know it's important and they're just neglecting it? Or why? Why are most people bad at accountability? You think in a practice? Terri: I think kind of back to where I started in the beginning and I think that no, I don't think I've been doing this for a long time. It's the lack of education. So even if somebody is a practice manager and and look, I was a managing partner of a men's bar, so I get it. And I don't I don't talk from a place of I'm above you or I read a book and I pretend I know what I'm doing. I did do it and I had to learn it. I had I came from corporate managing sales teams. I had a med spa in Beverly Hills that sold to a big place in four years. But I had to I had to figure it out too. What I wasn't willing to do was not hold people accountable. But I also came from big fortune 500. So people don't. And you're a manager and you don't even know what you're doing. You don't know what KPIs, right. We should be looking at or how do I coach my team? Because because they never sold anything either. And I hate to say it, but again, you've never educated, you've never coached, you've never closed, you've never qualified. If you've never done those things, it's just an uncomfortable place to be. And then you have owners just being like, Hey, did we hit our number? Did we hit our number? How many patients do we see today? How much money did we make then it becomes, Oh shit, we're now. Now it's not this great quaint med spa or plastic surgery practice. I'm tied to goals, but it is still a it is still a business. And so I think, again, I can't I just can't really stress enough. I just don't I think that if you haven't if you haven't invested in training your team, in finance, in sales and whatever it is, so they can elevate their role to understand. I even find this with big companies selling a laser or an injectable. I came from that world, so I can talk about that too. You're so much more empowered, right? If you're trying to sell this laser for 300 grand, but you don't know shit about the business and you don't even know what to ask. But I'm trying to get you to buy this laser. But yet I don't know what kind of patient you see, if the equipment's going to sit there in the corner. If your capacity is 50% or 80, we have bigger problems here. Charlie: Yeah, I think there's a lot of there's a lot of that going on. 300 grand. We have financing, though. Terri: Right. Charlie: Also, when you're talking about training, they're like, there's education that if you're especially if you're a medical provider and you own a practice like you haven't ever had any, you know, you don't you have no background and experience with with the sort of just guts of business, right? So you've got to take it upon yourself to also get education on that, that that example of like, you know, if you're if you're the business owner and you don't really know what goes into the numbers, but you're just like, this number is below where I want it to be, and then you get upset and you try to hold your team accountable. They're going to know that you don't know what the hell you're talking about. And then that's not a good situation to be in. So you got to you've got to take it upon yourself. In addition to doing the training for your team, that you have to understand what all these metrics mean and and whatnot. And I bet a lot of people that even people that are willing to do the training, a lot of times I think I see, hey, I'm paying this company to do training so I don't have to mess with this. And so then that happens. They come back and it doesn't stick because they're not they can't get it into the bloodstream, you know what I'm saying? Yeah, I bet that happens a lot. Terri: It does. I mean, you know how many P&Ls I've looked at, how many shitty Excel spreadsheets I analyze. Charlie: I actually would be really interested to see some of that stuff. Terri: It's a hot mess. Then you really need a drink when you're looking at that. Charlie: Yeah, yeah, yeah. I good. Because I was looking for a reason to drink. Terri: Well, I don't know. What time is it there? It's probably somewhere to drink. It is a little red. Charlie: It's nice. East Coast. We're a little ahead. We can start a little earlier. Terri: I love it. Charlie: Ken. How far off track are we here? Ken: No you’re, you’re perfect. I did want to bring it back to the provider side. We've talked about the front desk. How much of this problem is front desk versus provider? What does the provider need to know and what training might they need or what’s their mindset. Terri: I mean, candidly, it's all the same. I think look, as a, as a provider, that's what I say. And I do use this word. Your obligation is to help someone get the result and the outcome they're looking for. Just like if I went in and I always use this analogy on stage, if I had cancer, right, I'm going to get testing and bloodwork and labs and MRI's and diagnostic tools, I'm going to get an assessment. So I what what do I have? I'm not going to get half of the damn treatment. Hey, no, I'm not going to get a discount on my chemo. I'm not going to if you want to come back kind of thing, that that doesn't happen. Right. Have cardiology, dentistry, OBGYN, it doesn't matter why in this space and it really kills me. Why in the esthetic space do we, you know, put these notions patient can't afford it. That's not what they're here for. That's not what my job is. It is what your job is. If you're an RN, a PA, an NP a doctor, and whatever you are, I have a problem. Even if it's fine lines, wrinkles, belly fat,I have a whole bunch of stuff probably going on. And if you offer several things within that, your med spa or plastic surgery practice when I come in, the provider should right there. There should be fundamental things in place from a process perspective, Right? Are we starting with a cosmetic interest questionnaire so that the client can check all the things that may interest them? 60% of patients said they did not know the practice offered things because we don't talk crazy, right? It's just and then we're wondering why we don't make the money we want. And then they're clamoring around, How do I get more people? How do I get more people? What the fuck? Why don't you nurture the ones you have? Come on now, right? Nurture the ones you have. And the only way to do that is if I'm a provider. And I believe that's what I say. I cannot make you believe that that's what your role is. So if you feel salesy. So I just came off this training and this is what I said and I love the way you said that, Charlie. I go, I want you to think about it differently. What if you didn't tell the client what they needed? Would you feel bad about that? Would you go home and feel good about yourself? That right? You only sold that Botox or that one syringe and I use this. It's a disservice. It is a disservice to the patient because you didn't tell me and then I'm going to go other places. So the same the provider role, these rooms are tied to KPIs. They need to make a certain amount of money. So when I pushed the money conversation, yes, because it's still a business. And if you're trailing behind that, why are you not doing the right procedures, not the right gross profit? You're taking too long in the role. You're twiddling around doing the wrong things, whatever it is, there's a reason for that. And then if you change your mindset because you also embrace this philosophy that I am a medical provider, this patient came in for whatever the problems are. They checked off the CIQ and I am going to treat this patient differently and I'm going to say what you can expect when we're together for the next 30 minutes. Terri is I really want to get to know you so that we build this treatment plan so that you can get the outcome you're looking for. And then you take me down this series of questions, questions You're not right. I teach this whole communication model. If you ask me the right questions and I tell you how I feel, I'm ultimately going to be, you know, vulnerable, sharing with you all these things that is going to allow you to say, okay, based on what I heard you saying, they're my words. If I feel like shit and fat and I'm going to go to Cabo and I'm single and I'm swiping and I'm not, whatever it is, I need to say miracle, right? If you're good at asking me questions the way I teach it, I'm going to tell you all the things so that you're going to be able to say, Well, Charlie, Mary, you said you feel this way. You don't want to feel that way anymore. So then my recommendation for you is ABC one, two, three, and here's why that simple. And then I'm like, Oh shit, of course I want all that. Yeah, I love that. Charlie: Questions, questions, the right ones. People tell you what they how they actually feel, and then that's just it's over from there, right? And you're not making anybody do anything and some people still aren't going to do it. That's okay. Terri: But. Right. Charlie: Yeah. Yeah. Well, now with Terri's in there, I mean, she's never literally no one's ever walked out without paying. I love that. The, the I've heard Terri's stuff a lot of times. If you never heard Terri live, it's phenomenal treatment plan. Concept is what we're talking about here where you're just you again you're listening to what people actually care about and what they need. And then you are serving them by telling them how you're going to solve that. It's it is literally that simple. And if people get over themselves and focus on that, you're going to feel better about what you do. And that's a huge piece of of, you know, getting more revenue per patient, which again, that's like a side effect. That's what there's not a lot of things where like if you do the right thing, then you also make more money and this is one of them. Terri: I love it. I love you. Right? It is a side effect. I was like, I should just put the money aside, put the goals aside, just put that shit aside. Just do the right thing. Literally do the right thing. If you do the right thing, you're going to have a better end result. Just yeah. Charlie: Word up. Ken bring us home. Ken: Very cool. Yeah, I know we're about out of time here, so let's, let's put a bow on this, but this has been very helpful. Very glad you're here, Terri. I guess let's let the people at home know where they can find you. Terri: Oh, I love it. Ping me, ding me. My email is terri@terriross. com. My Instagram is Terri Ross Consulting. I have a podcast as well in touch with Terri and you can check out apxplatform. com. I know that's a lot a lot a lot of ways there, but please find me really. I appreciate this so much. You guys are amazing. Appreciate the time. Appreciate talking about something that we're both so passionate about. And I know, as we said earlier, really this just goes across any vertical. So thank you guys so much. Charlie: Thank you, Terri. So fun we’ll do it again. Terri: All right, ciao. --- ### Ep. 3 Optimizing the patient consult, with Nick Tvrdik of Aria Integrative Health - Published: 2023-07-20 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-3-optimizing-the-patient-consult-with-nick-tvrdik-of-aria-integrative-health/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 3 Optimizing the patient consult, with Nick Tvrdik of Aria Integrative Health /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + (2 * var(--icon-padding, . 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elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Nick Tvrdik joins us to share his expertise and success strategies for more effective patient consults. We discuss how to help the patient get the treatment they need while also increasing revenues. Nick has personally done over 8,000 patient consults within his own practices, Aria Integrative Health and Lohi Lipo Laser. He is also a public speaker, consultant with Practice Empowered, and podcast host for the Aesthetic Coaches' Quarter. https://youtu. be/KLq6E5kDdi8 Listen: Transcript: Ken: All right. Welcome aboard. Welcome aboard. So today is episode three in our revenue hourglass discussions. And we have Nick Tvrdik here with us today. He's going to talk about the consult, how to optimize the consult, how to book more treatments. He's the king at this. Nick, why don't you kind of tell us who you are? Nick: Hello, everybody. So my name is Nick Tvrdik. I am owner of Aria Integrative Health, Lohi Lipo Laser, and we also have a consultancy where we really help people make more money, because that's the whole point of starting a business, if you guys that are listening did not know that. So we're really going to dive into how we can optimize that. But it's called practice empowered and we also have a podcast that is the Aesthetic Coaches Quarter where we really try to help people in this space make more money and answer a lot of different questions. So hopefully that was a decent summary of who we are, but we've been around for 12 years. I've personally done over 8000 esthetic consultations, so I kind of know what I am doing. Charlie: Dude, I love that. Making money, man. Yes. Nick: Right. I mean, it's when people get in and like, you know what? I really want to help people and don't get it wrong, I love that. So on the functional Integrative Health Center, I joke about that when I said I truly care about our patients health, but at the end of the day, you're not starting a nonprofit, right? You're not a 501c3. This is a for profit organization that you started in aesthetics. If you did not start it for that, you are doing the wrong thing. So I really like jumping on here and Charlie and I have become really good friends over the years and what Liine has done for us has been absolutely instrumental to really optimizing that whole moneymaking piece of it. But this is a for profit business and you have to watch, watch what's going on. You have to have your T's cross, you have to have your I’s dotted. And how you construct and really run a consult is crucial to that entire process. Charlie: Totally. I'll just jump in on that. And you know, the reason Nick's here, we have become good friends over the years. But I've heard I've heard Nick speak many times at events that we both gone to. And most of the people that are practice owners are involved with management that I mean, they don't have a background in business and certainly not in sales. Fact, sales is a word that people get like afraid of, which they should just embrace. What sales really is, is, you know, if you help enough other people get what they want, you're going to get what you want. And so the consult like there's there's technology and tools that you can buy, including Liine that can automatic for help you with stuff in other parts of the hourglass without you really having to develop skills or expertise or have a plan of how you're going to communicate the consult is a tough one because if you've never had any training, if you don't know why you're doing the things that you're doing, you're not in control. The good news is the stuff that Nick's going to share with us and I've personally heard him deliver is like unbelievably impactful, especially because most people are so bad. So if you're really bad at something, you don't have to get amazing at it right away. You can just start getting better at different parts. And that's going to have a really big, really big impact. So I've been looking forward to this conversation for a while. Ken: Yeah, go glad to have you on. Charlie: How should we start, Ken? Ken: Well, first, I think it's worth mentioning, I'm going to assume, Nick, a lot of this applies to any kind of specialty practice because a lot of our audience, you know, won't be in aesthetics. But, you know, I assume a lot of these lessons are across the board right? Nick: It doesn't matter whether you're selling cardboard boxes, aesthetics, new teeth, it doesn't really matter. The sales process should be the same. And what you're trying to garner out of that consultation should be the same where they're selling real estate esthetics, it doesn't it doesn't matter. You really need to follow specific pieces that you need to check off on that. What we're trying to accomplish during this consults. So yeah, this will definitely well, at least hopefully people will be able to get a lot out of this. Ken: Absolutely. Okay. Well, we've I guess just to quickly recap, we've talked about getting more leads to the business. We've talked about turning more of those leads into consults. Nick, just open ended. What's next? What should we be thinking about? I'll let you just run with it. Just run with it. Well, I'll jump in if I have to. Nick: So any time. The first thing that I want everybody that's listening to this to really get out of the consult is if you're not excited about what you do or what you're selling, you need to learn to be. I love the aesthetic space. I love the functional integrative health space. I really, really do. I'm excited about it. If you're not excited, you can't get the person that you're sitting in front of you excited about it, which is the number one goal that you need to do in any single consult. I don't care if you're trying to sell real estate. I don't care if you're trying to sell lollipops, if you're trying to sell a $12,000 noninvasive body contouring package. If you're not getting the patient or the person across the table from you or over the phone from your in person in front of you, or trying to sell a car, excited about what you're selling, you're doing that wrong. And I want to go back a little bit to what Charlie said about how sales kind of has a bad connotation and it shouldn't. Doctors, for instance, I'm going to specifically stay in the aesthetic space. So many of these doctors are scared because they're like, oh, I don't know how to sell. You've been selling drugs for your entire career, right? So you're just now selling something that's actually going to help somebody feel better about themselves, right? So all it is is really diving into this whole piece, but it's getting excited that you have a solution to the problem that they're presenting in front of you. Because at the at the point that you have a consult, you've already established that they have something that they want and you're sitting down to really try to solve those problems and put together a solution. So you're helping them with what they are trying to accomplish by excitement, excitement, excitement. And if you're not excited because you're worried about the sales process, you got to look at yourself in there and pull up your big boy pants or big girl pants and really dive into what you're trying to accomplish with this. Charlie: I think one thing I just love that sales is a transference of feeling. I learned that when I sold bookd door to door back in the day. But the other thing is when people are reaching out about the treatments and services that you offer, they they're looking for a feeling, right? The outcome they want is going to make them feel a certain way. That's why they're there. And that is so important to remember. And people don't remember that and they get too caught up in the logical details of whatever, Right. Of course, you've got to explain and educate. Those things are important. You got to have credibility, which I know Nick is a big believer in. But that excitement level and you don't have to be like, you know, fake about it, but you just have to be passionate. And I totally agree. If you're not if you're not if you're not thinking about man, when someone sits down in front of me and they're asking questions about whatever procedure, I'm excited to tell them about all the things that we can do. If you don't feel that way, there is a problem and you're going to you're also not going to enjoy yourself. So I think that's an easy thing for people to forget. If you aren't if you aren't excited, it's time to ask some serious questions, right? Is this really what you should be doing? Nick: And I want to expand a little bit on that transferal of feelings, by the way. I love that when when you're doing this, I don't know if anybody, the listeners out there have ever heard of Simon Sinek. If you have not, I highly recommend you listen to a couple of his TED talks, But he wrote an amazing book that's called Start with Your Why. And it goes on to what Charlie was just talking about, and it's people don't buy what you do. They buy why you do it. And that is a full transferal of feelings and it kind of goes hand in hand and creates that full circle where you really need to make sure you're looking in the mirror and you believe and you're passionate about what you're talking about. I love the space that we're in. I love people coming in and wanting to look better, to feel more confident. But then when they get that confidence, it drives an entire health journey for so many of our patients and really gets our entire clinic excited. And that's that's our why at the end of the day. So when we're talking about it and somebody sits down in front of us and the building credibility piece that you said, Charlie is really the next thing that we always want to make sure that we're really starting with. So when we start our consultation, somebody sits down in front of me, the first thing that I do before I ask them what they're there for is I want to build some credibility about what we're going to talk about and about why I'm sitting here to talk to them in the beginning, right? Kind of like how we started this podcast. I wanted to build credibility before we go through and I sell everybody that's listening something, right? So what, we're just just joking. Charlie: Just so you know, I've already signed up. Ha. Nick: So when I sit down, I say to every single patient, You know, we've been around for 12 years. We treated over 14,000 patients at this at this point in time. But we are a functional integrative health center. First and foremost. We just happen to do more noninvasive body contouring and functional aesthetics than anybody in the state of Colorado. Right? So we establish what our why is we actually care about your health. We want to get to the root cause of what's happening. But then we just also have more experience in this space that you're looking to do and the aesthetics than anyone, right? So we start with that whole thing. So you just built credibility. So then anything that you say after your credibility, pitch or line or whatever it is, I would recommend that you start with your. Why? Because that's what ours is. Because it also can build some amazing credibility. But you need to have that when you're starting. Charlie: Love that love that. I think that's something everybody should spend a ton of time on because anything tactical from there isn't going to be as effective if you're not passionate and believing in what you're doing. Switching to kind of structural stuff, Right. I mean, I think just visualizing someone coming in, I know there is a we don't have enough time to talk about everything that you that you believe in with this. But like, you're in front of someone, you're you're establishing credibility, telling and telling them about your why. What are a handful of things that you're most focused on making sure is accomplished in that conversation so that, A, they're going to be able to make a good decision about, Hey, I want to do this or not. And B, you're going to basically put a treatment plan in front of them. That fits because I think a lot of times people are reaching out about something and because they don't really know how it works and really they need more than they thought to get the result they're looking for. So tactically, what are you thinking about doing in the conversation so that you can accomplish that? Nick: So the first question I asked so short answer your question is educational based sales. The long answer to your question is I always ask the patient what they're trying to accomplish and then whatever it is that that patient says, I'm always going to come back to what they say right then and there throughout the entire consult to make sure that whatever plan we're putting together, whatever I'm doing an education in terms of what device treatment is going to be best, what medical functional health plan is going to be best for them, guiding them down their path. I always go back to answering the question that is answered, What are you trying to accomplish? So I'm a big believer in educational based sales. So when I say that is we want to educate the patient as much as we can. So many people go right into a pitch of what they're trying to do. But I'm a big believer in talking about competition because if you're not doing it in the education of whatever treatment plan is going to be best for them or for you. Charlie, if you're not talking about your competition, I'm I'm sure you are. They're going to wonder. So when a patient comes in sticking with the esthetics again, they're going to wonder, does it hurt? Does it work? How much does it cost and what other options are out there? So you want to make sure that you are solving upfront the objections that whoever is in front of you may have during your consultation. And part of that is really talking about the competition and explaining why. Why did I spend $350,000 on this particular device? We really want to educate the patient as to why this is the device that I chose to buy and why this is the best option for each individual patient. Whatever it is we have 19 devices now. So I mean, nobody can really touch. Yeah, it's a lot. So nobody can really touch what we can do if somebody is trying to look better or feel better or get healthier. But it's my job to sit down, ask them what they're looking for, and then really educate them based upon whatever needs they have, whether it be facial aesthetics, body contouring, and really start to peel apart that onion and educate them as to why this is going to solve the problem that they told me they had in the very beginning with what they're trying to accomplish. Charlie: Killer stuff there. There is there's another... . We're throwing all these books out. There's this book called Made To Stick. Amazing book about communication and a concept called The Curse of Knowledge, which is if you understand a ton about something and talk about it all the time internally, it's easy to forget that someone else doesn't know shit about that, right to the point where sometimes you're like, How do you not know about that? So don't assume that your patients understand. And by the way, even if they do know some of the stuff you're going to explain about the things that you offer, it doesn't matter because if you're passionate like Nick was talking about as you're explaining it, like they're going to continue to get excited and really understand why did you make that investment. This I think so many people skip over this because it's like, oh, this person's heard of this device or they know about this. Who cares that that that has a huge impact. And I would say most of the time the patient just really doesn't know. So you're going to have this huge gap if you skip over that part. Nick: Yeah, absolutely. And it's really, really important because it doesn't matter what industry you're in, the customer does not know unless you live, eat, breathe, sleep this stuff every day. They're not going to know what the best option is going to be for them. So we really, really try and focus on maximizing that entire process of education as to why I purchased this device. Why is this the best option for you? Why this is changing the game, why this is going to be the first step in the marathon of your facial aesthetic journey that that you're. Made to Stick is awesome. I love chatting with Charlie because we are very like minded in terms of just how we work and live and all of that because we share books back and forth and it's it's a great, great thing. Charlie: Yeah, me and Nick are really professionally attracted to each other. Nick: And this just got weird. Charlie: Man. That's such good stuff. There's there's a lot I think we're going to have to have some more of these chats about this topic, but there's so many other, you know, elements that we can talk about at a later time, but to just try to put a bow on what we're describing, if you handle if you're excited and passionate and you handle the beginning of the conversation, the way he's talking about the other stuff becomes easier. You're going to have less objections because you're already handling them. People are more comfortable and excited themselves and so like that has such a big impact on the other stuff. One one thing I did want to talk about, we've got a few minutes left. Here is the money piece I've heard you discuss this many times and that in the talks that you give. And I know for a fact that this is something that practices aren't specifically focused on and they don't have a specific person with specific language they're using to get paid. So tell us give us the summary of your getting to the end of the console. Things feel like they're going in the right direction. And then how do you take that step of we're signing this person up and we're getting paid today? Nick: Yeah. So you need to break it all down. You're always going back your active listening, going back to what they're trying to accomplish and it's time to end the consult and ask for the money. You've already handled all the objection that that patient's going to have. And the number one problem in our industry is undertreatment. And the main reason, in my opinion, is people are scared to ask for money. It's a it's a rampant problem in this space because what we can do nonsurgical now with all these different amazing devices is jaw dropping. It really, really is. But it might cost more than what surgery does sometimes. Right. And people are scared to ask for ten, 15, 20. I put a $30,000 ticket in front of somebody yesterday. Right? It's not my job to put my mind in the other person's wallet. It's my job to put together a solution to solve the problems that they're telling me that they have. Right. So if you do that and you go through the entire process and you do this, all right, at the end, the actual consultation of you listening and educating them on why this is going to be the best option, you've done the whole sales pitch. The next thing is really, really easy. It's are you ready to get started? It doesn't have to be awkward. Whatever you want your clothes to be the biggest thing. I implore everybody out there that's listening is after you ask for the money, Are you ready to get started? How would you like to pay it? Whatever you want to use. Shut up. After you ask for it, you're going to have some extremely awkward silences. But it is imperative that you do that because it's psychologically whoever speaks first loses and the people that are out there really need to understand that because you can get into some awkwardness, but it's really, really important. You've done your work, ask for the sale and then let them answer. So many people will talk themselves right out of a sale because I keep trying to talk to him. Charlie: Man. I remember this when we were raising money. I'd never raised money before. And so, like, you know, your belief barriers are broken and change every time. But one guy in our house, we did a convertible note after our first angel round, and I went into the conversation thinking, Oh my God, what if this guy invested $100,000? Like, holy shit, that would be the most insane thing of all time. And I didn't even do this on purpose, to be honest. But he was talking and I said, Well, what do you think? You think you may want to get, you know, get in on this? And I shut up. And he and then it was silent for like 10 seconds. He's like, Yeah, I think I'm in. I think thinking about 250. And if I had like started talking, he probably would have invested because like, something I would have said would have been related to my belief that do this, like this guy is not going to write a check over 100 grand. So it's just there's so many examples of that. And what I like about that is you could do that like in the next consult that you have. That's an easy thing to just do immediately, right? Just like at the end. Are you ready to get started? Stop. Don't worry about the outcome. Just worry about executing what he's talking about. And you're going to find that people are people are okay spending way more money than you think, especially if you're doing the consult the way Nick is talking about. So I think that's killer. Nick: I mean, I could talk for hours on consultation. I know we have a short. Charlie: We're going to we're going to have we're going to have more. Don't worry. Nick: All right. Ken: We're going to have you back. Nick: Yeah. Charlie: Awesome. Ken: Awesome. Yeah, let's let's let's call it let's call it a day. Although, like we said, we've got to have you back some time. Nick, why don't you share where people can find you or what you want to plug for us today? Nick: Yeah. I mean, if you're in the Denver area and you want to look better, come see, I'm just. I'm just going to. Ken: Go for it. Do it. Nick: So we we own Aria Integrative health. That's A R I A integrative health. But then also, if you're in the aesthetic space and you would like to learn you like some of what we said or you've listened to our podcast, the Aesthetic Coaches Quarter, we fully dive in and find where your inefficiencies are. We find where your issues are. We teach you proper patient flow. We make your business streamlined moneymaking machine. As long as you listen to us. But that is at practice empowered. So you can find us on Instagram, you can find us, you can shoot me an email, you can go to our practice. Empowered Docs, but we really want to help people. And it's been very powerful for Stephanie and I to really help and rewarding for us at the end at the end of the day, seeing practices that either aren't doing very well, do well, or people that are already doing well. We find where the fires are and pour gas on it and see it explode. It's a lot of fun. So if there's any people in the esthetic space or functional health space and would like some health lead gen, whatever it is, a lead conversion line or whatever it is, we we really like to help people with that. Charlie: If you I'll say one more thing, if you ever have a chance to hear Nick speak and there's an event that you're considering going to and you see his name anywhere, book your fucking ticket and show up to that thing because he is an engaging individual. You will learn and you will have a lot of fun as well. Brother, thank you for coming on. Thank you. Nick: Always good. Talk soon, gentlemen. Thank you. --- ### Ep. 2 Converting More Patient Leads Into Consults - Published: 2023-07-07 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-2-converting-more-patient-leads-into-consults/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}The Bottom Liine Ep. 2 Converting More Patient Leads Into Consults /*! elementor - v3. 16. 0 - 20-09-2023 */ . 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elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple How can healthcare practices convert more leads into booked appointments? In this episode we talk to Liine's co-founder Charlie Winn, who has analyzed over 100,000 new lead interactions and is an expert in both lead conversion and call staff training. https://www. youtube. com/watch? v=OivzPPqecws Listen: Transcript: Ken: All right, So let's recap real quick. So we are in episode two officially. Unless you count our primer. We are talking about the revenue hourglass. Now, Charlie. Stage two of the Revenue Hourglass. We've already got leads coming in. Where are we now? Charlie: You’re revenue’s like an hourglass. I got John Mayer in my head. We are at the stage of. It's the initial... . it's the bridge and conversion rate of leads to appointments. People reach out. Are they scheduling a time to come in? Ken: Absolutely. So we've already spent money on marketing or word of mouth or whatever kind of time investment to get the leads. And now we've got to make sure they actually book a consult or book an appointment. Right? So what are the kind of missing steps here? What are we missing? I mean, do we just answer the phone and answer web leads and we're done. Or how do we make sure we're doing this right? Charlie: No way. No way. So here's what I usually see is if you're a practice owner, typically you've got an agency or maybe even someone internal if you're larger that's handling the marketing strategy. And so you're investing in marketing, right? Let's say, you know, okay, last month I spent 20 grand in Google ads or something. And then you're doing everything you can to get information out of your EHR or practice management system to say “exactly how many dollars did I get from that? Because I gotta get my ROI. I got know how much I spent, how much I got out of that channel”. You should know that, by the way. But most practice owners only have that. Okay. And so if they're trying to grow the only lever they can pull is spending more money on marketing. Well, what they're forgetting is these are two points in a process and in a journey. Two points and in between there's other performance metrics, conversion rates, things they could change in influence that are going to get more dollars downstream out of the investment. And so this is an example of one, where people are calling your practice. People are filling out web forms or getting on chat, there's interactions happening and there's things that if you measure related to that bridge between leads in appointments, you could make adjustments to, increase this conversion rate and get more revenue out of this same amount of investment you have in marketing. So instead of just looking at these two endpoints, we need to start looking at the other steps in between. This one being the first one. Ken: Absolutely. And this is, you know, standard practice for most businesses outside of healthcare, too. Right. So we have systems like CRMs, like Salesforce or whatnot, because this is this is a big money maker to understand where are my leads coming from, which ones convert, where should I spend my time and money. You know, I'm the marketer over here, so that's kind of my language, but I need to know what my money is getting me in return. Right. So that's kind of the idea, right? Charlie: I would say so. Ken: Awesome. So what are those data points that they need to know? We want to know how many phone calls are new patients? How many web leads we’re getting? How many online bookings? Marketing channels for each of those campaigns? I assume, like, what are we forgetting? What do we need to know? Charlie: Yeah, I mean, you kind of nailed it. It's just think about if someone's a new patient lead, how could they contact you? So if obviously they're going to able to call probably do forms if you have online booking, that's another one. If you have chat, that's another one. And so you need to figure out a way to understand how many people not just calls, right. Because one person could call you seven times and fill out a form before they end up booking. So you got to find a way to reconcile that, to know the leads or the souls is the way I've been describing it. And then you need to automatically understand the marketing channel. Don't rely on your staff saying, Well, how did you hear about us? Because trust me, most staff just don't do that. And even if you have that information in your EHR, some of it's B. S. . I'm sorry. It is. And so you don't want to be making decisions with on the marketing side with with that self-reported data. So figure out what all the ways are that people could reach out, look at it on a leads basis, and then automatically track. There's a lot of ways to do this, the marketing channel that they came from. Ken: Yeah, I'm sure a lot of people will just say, “Oh, I saw you on the web”. Righ? . But which one of our 500 places on the web? Charlie: Yeah. Thank God. Now I can go and invest more in the web. Oh, hell, yeah. The web's working you guys. Insane? So that's. That's that side of it. And then you also need to know that conversion rate. So I mean, you're going to know how many people booked, that's in your scheduling system. But the people that did not book. Massive amounts of value in that insight. And you've got to know who they are. Ken: Yeah, you're spending a lot of money for anything that's like a pay per click, like a Google search or a Facebook ad. I mean, you spend money on these people . You need to know. Awesome. All right. Let's let's move on to another topic. And that would be how well your staff perform on these phone calls? So we have some we have a lot of analyzed data over here. I personally in the marketing side did a benchmark report where I went through like hundreds of thousands of new patient leads. And we saw the reasons that patients are not booking appointments. And the top two reasons were caller procrastination, which basically means they, you know, wishy washy, their response and just didn't end up booking. Right? And the second one, what was the second one? Oh yeah, left a message. So basically the staff member instead of saying, Oh, here's what I can do for you, let's book an appointment, they're just saying, Oh, let me take a message and we'll call you back later, or I don't know the answer to that. Right. So those both of those, you might not be able to help every one of them, but it seems like there's a huge staff training component to that, wouldn't you say? Charlie: Enormous. It's one of the biggest challenges of this whole this whole process here, because the other like there's no other industry that I know of outside of healthcare specialty where you're getting inbound leads, like people interested reaching out, and then the people that handle those conversations like literally don't have any sales training. That is a sales conversation. That is. You're trying to help someone convert to the next step, schedule an initial appointment, and the people that are in that job function are not equipped, not their fault, but like they don't even realize half the time what their responsibility is. And so you don't have to go to your front desk and say, “You guys are salespeople”. I'm not saying that, but the training, the training has to be around simplifying and providing clarity of like, what is this job function? And what it is, is helping new patient leads schedule. That's it. And so that the misconception I see is most practice owners think that all their front staff need to be experts in all of the procedures and the treatments that they offer. I'm not saying that they should know anything about it, but of course they should. Right. But they don't need to know all of the detailed information to answer questions, because if they do, that's all they're going to focus on is just answering questions. And that's why what you said, Ken, top reason not booked is caller procrastination. People call in with questions. All the time. What does this cost? Tell me more about the surgeon or their provider. Give me more information on the treatment and the people that know the most ironically have the lower conversion rate because they get stuck in this information gathering conversation. So training is a huge problem and the training needs to be focused on helping people book. How do you keep the call focused on getting that person scheduled and momentum towards booking instead of just giving lots and lots of information on the treatment on that first call? That's what the consult’s for. Ken: Absolutely. And in this analysis that I did do, of a few hundred thousand patient leads, we also saw the worst staff were converting like 16% of phone calls to a consults. And the best were like 87 or 88%. And obviously this is a wide range of different specialties and verticals. So there's some some variance in there, but that's quite a huge range, you know what I mean? Charlie: It's it's massive. I mean, that's literally 71%. Ken: Yeah. Charlie: That's insane, right? So so A -there's two takeaways I get from that data. A - there is a problem, right? I mean, the fact that people doing the same job could have that much of a difference in performance is crazy. And then 2 - the answer has got to be training. Sure, there's some people that are just naturally better at stuff. I buy that. But not 71% better. That's ridiculous. So it's you have to think about if you were to go ask your friend. Staff Hey, what is when you answered the phone and then it's a new patient, What's your job? It would be really interesting to hear what people say and they should always say to help them schedule, to help them schedule. And I bet they probably wouldn't. Ken: Yeah. Awesome. Okay, well, let's move on to another topic, which is digital digitally is is calling web forms, right? So someone comes to a website, fills out a form, sends an email, whatever it is. A lot of times we know these just go to some inbox, right? They go to info@ or wherever else. Charlie, tell us why that's wrong. Charlie: It personally offends me, Ken. No, that is the most common thing, right? So if your web leads are going to info@ or any email inbox, let me be really clear here. You are losing money, period. Losing money leads or falling through the cracks, meaning your team isn't calling a lot of them back and you got to change it. You have to. So if you don't do anything else after this episode, stop, stop having them go to the inbox. So what do you do? You need to get a system where the web leads automatically go into into a nice, organized, clean list that needs to be updated so that you know what the outcomes were with those leads. Now, does your team have time to manually update lead status? Maybe not. I'm not going to sell Liine, but you should call us if you're worried about that. But you've got to have some type of organization and an email inbox is - you can't do that, stop doing it. So that's the first issue. The second issue, the old 80-20 rule right? 80% of results come from 20% of the activities and the effort. And that's the same with Web leads. And how how does that specifically apply? Most people get really focused on sexy things like drip and nurture and automated email and oh yeah, we put them into the campaign. I'm not saying that's something you shouldn't do, you should do that. But that is an example of the 80% of activity that gets you the 20% of the result. What gets you the biggest result? Speed and speed, meaning, calling people. There is nothing more important or more impactful that your team could do to lead than call the web lead immediately. And we just looked at this I think recently, Ken, the average web lead converts 19% of the time. But when staff are calling web leads within 5 minutes, that goes up to 55%. So that's a 36% swing and conversion rate just just by calling someone really quickly. And the reason is you get him on the phone, Right. It's so difficult to get people on the phone if you wait longer. So here's the summary. If you're, you know, looking for and buying technology that can do all the drip stuff and the cadences and so forth, and your team isn't calling leads within 5 minutes, you're losing money. Ken: Yep. This is a pretty famous sales methodology, right? Calling within 5 minutes. There's tons of data. You should Google this. Don't take our word for it. Google it. Just Google speed-to-lead or lead response times and you will see tons of data and research on this. Charlie: There is a research paper from Harvard Business Review. I've heard of them. Ken: I've heard of them. Charlie: Mark Zuckerberg went in there, bro. Ken: Yeah, it's interesting that we saw literally like three times as many bookings just from that one change. Awesome. Cool. So we've kind of covered three topics. Let's let's just do a recap, I suppose. We've talked about better front end data, better systems set in place to get that marketing data. The actual new lead counts, you know, that whole data set that can help you make better decisions both in marketing and operations. Charlie: Conversion rate, too. Conversion rate to appointment. Ken: Yes, Yes. This whole thing is about conversion rate. Yes. So second piece would be staff training. Right. It also helps your conversion rate. Third piece will be speed to lead and how you manage those, especially web form leads. Right. Anything we're missing? Charlie: No. Ken: I love it. Cool. So I think that about does it, then. What do you say? Any final thoughts? Charlie: I think so. I, I don't know if I told you this, but I've been thinking about getting a tattoo for years, so I have to get a tattoo at some point. I don't know why, but I do. And I think I think I've decided it's going to be speed to lead, but I don't know where. So if anyone listening has any ideas about where I should get speed to lead tattooed on my body, I'd love to hear about that. Ken: All right. Definitely let us know where Charlie should get his future tattoo that we will show in the next episode, right? Charlie: Sure. Ken: Just kidding. All right. Yeah. So our next episode will be the next stage and the revenue hourglass. Find out what that is next time. But for now, I'll make sure you're giving us a like, a follow up, a comment. All that stuff's helpful, but we look forward to seeing you next time. Charlie: Peace out. Ken: Bye. --- ### Ep. 1 How To Get More Leads For Your Healthcare Practice, with Alex Membrillo of Cardinal Digital Marketing - Published: 2023-06-15 - Modified: 2023-10-06 - URL: https://www.liine.com/ep-1-how-to-get-more-leads-for-your-healthcare-practice-with-alex-membrillo-of-cardinal-digital-marketing/ - Categories: Podcast: The Bottom Liine /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} The Bottom Liine Ep. 1 How To Get More Leads For Your Healthcare Practice, with Alex Membrillo of Cardinal Digital Marketing /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. 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elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Youtube Spotify Apple Alex Membrillo joins us for our inaugural podcast episode to share his expertise in patient acquisition strategies. Alex is the CEO of Cardinal Digital Marketing, an agency which specializes in working with healthcare practices. Learn what marketing channels drive the most leads, where practices are wasting their time, and what you should be focused on at various stages of your marketing growth. https://www. youtube. com/watch? v=rZdZsYbJgng Listen: Transcript: Ken: All right. Today we're asking the CEO of Cardinal Digital Marketing how health care practices can get more leads. This might be cheating. But let's see what he says. All right. So in our last primer episode, we distilled all the ways practices can increase revenue into five general buckets. And today, we're going to start with bucket number one, which is lead generation or getting more patient leads. So Alex is joining us today from Cardinal Digital Marketing. Why don't you introduce yourself? Alex: Ken, you said I was the inaugural interviewee? Now I'm disappointed. It sounds like there was one before me. Ken: There was a primer. There was a primer. Charlie: I Primed you, Alex! Alex: Sweet. I don't know what that sound looks like. So. Hey, everybody. So this is fun to be on the other side of the Health Care Marketing podcast. I'm Alex. We're really running very similar circles as Charlie. We are the agency side though, so we help multi-site PE-backed provider groups scale their patient acquisition through digital marketing and SEO paid search website analytics. You think it, we can do it as long as it's online and helping patients find the care they need. We do it in part through great technology partners like Liine. I was not paid to to say that, but and I hope you guys don't ask me Liine specific stuff. I got people that work with your platform all the time but I can help with high level fluff that you can. Ken: No fluff! Alex Okay. No fluff. No fluff. Now that guys, listeners, it's going to be great. We're not going to screw around. I got to go. Don’t let me me intro myself again. Let's keep going. Ken: That was perfect. That was amazing. Yes, we aren't here to talk about Liine, that's for sure. No Liine. Let's start with just in general discussion and then we can go into some questions if we need to. But I guess big question, as a fellow marketer myself, I have an opinion on this. I want to hear what you think, though. Do you think it's unfair to talk about marketing lead generation without marketing as a whole? Are we are we kind of cheating? Talk about lead generation in isolation without talking about branding... . and Alex: These days, I would say these days I would say yes. I think the patient journey is more complex. You know, five years ago, I started the agency 14 years ago, simply threw up anything to make a landing page. You didn't need call tracking or a call center. You just threw an ad on Google ads and sent them to any page on a website and they can work as the competitors were worse than that. So you know, that was good. But over the last few years, the patient journey has become more complex. We see brand impressions on Facebook, instant tick tock, YouTube, display ads, wherever it may be or do our own research. How about I turn when I see all of your research? Hell, we had a lead from ChatGPT the other day, which was crazy. So I think the patient journey is complex. I think it's shortchanging it to just talk about lead gen. I think the whole thing is performance marketing brands are part of it. Brand and performance marketing go hand in hand to drive patient volume. So I see it as one or the other and then stop giving clients the option to opt out of brand or upper funnel campaigns in the say like this is what eventually drives your CPL down. So you have to do it. Great tech partners will help you figure out what channels are successful and where you're falling down operationally, but you got to do it all together. These days. And I've got a shirt that would make you think that I only cared about one channel. Charlie: Run PPC! You gotta send me that, that's cool. Alex: They're good to go on $25. Well, what else? Which what was your opinion, Ken? Ken: I kind of agree that we're we're basically asking for the icing on the cake when there's, like, the whole rest of the cake is kind of important, too. But we're going to try and cheat a little bit anyway because we're going to try to talk just lead gen exclusively, But that's where we're at in the funnel. Okay? So let's let's just go and try to bite right into the meat. If you had to pick two or three marketing channels or activities for a health care practice and you don't know anything about this practice, is there an answer like is are you going to tell them like, these are the main things at work? Alex: Yeah. Channel is hub and spoke website has got to be a great because there's no point driving SEO or listings or reviews or PPC traffic from your spokes back to a shitty looking website that doesn't conversions, got no online booking, etc. So the website matters a lot, the right content in the right places and that and the right creative to to convince people you're there, provider group to go with. But then SEO reviews and Google ads is really all I need at a basic level for smaller groups. And then you start scaling 10, 20, 50 locations. You got to start layering on all the upper funnel channels because you run out of demand at the bottom of the funnel. But bottom of the funnel stuff is good up to like 20 locations. I mean, yeah, you're using scale pretty well with that. Ken: So you think 20 locations is a good kind of break point to the like an upper funnel? Alex: Yeah. Then you got to really start bringing that marketing director and get more sophisticated. You're probably doing to know about every quarter you need like a new marketplace. You're going to have brand awareness campaigns when you open. Yeah, it gets more complex, but you can get to 20 locations, sell out there, be firm without having done any of that complex, expensive stuff. Ken: Hmm. Interesting. Are there any particular activities or channels you're seeing overlooked, like any kind of hidden secrets? Alex: Yeah. SEO. Yeah, maybe because we work with a lot of PE backed groups. I think the timelines are too short, that the patience is limited and but it's a phenomenal channel if it's looked at correct. It's like a content thing to make your website render a good see as the person who's looking at the UX of the website and helping get commercial rates up for traffic and organic. They're teaching you how to get patients into the door faster. So yeah, I think SEO’s like tried and true and it's not going anywhere. And Google's search volume hasn't decreased at all. And so yeah, very much alive and well and underplayed, especially in our little niche. Ken: And is that mostly local SEO or how does that kind of shake out. Alex: Yeah. Just for the medical group. So I think that matters to be in maps, right. Got to be in maps, someone types “orthopedic surgeon near me”. That's going to be a maps and reviews and all that stuff. But you can optimize those listings and then below it you have organic, which matters and for locations, providers and then all the educational content matters too. But as he goes, phenomenal. And I would assure patients in the field that was great. So it's all people ads, Facebook ads and you know, it's not I don't think that's the right approach. Charlie: Do you think they're overlooked because most agencies suck at that, or why do practices not dive in. Alex: Suck at explaining the value of and I do love this, I have to add, it's a dynamic background for you guys. Charlie: Oh, it's great. Yeah. Alex: Yeah, it's good. And you can see, like I hand drew this in COVID - logo and stuff that I over paid someone to do this. No I’m kidding. I think I think SEO is miscommunicated the value of it. I think when we're initially bringing on the project, the PR firms like, well we need advertising. Okay, quick returns. No it’s like a 1 to 2 play. Your play bring me in after your first run after funding year one, or year two. So we've got a three year ramp on it like don't bring me in when you're maximizing EBITDA to sell. But it's a phenomenal channel. It's still the best still drives the majority. Charlie: That is great. Ken: I want to say I love the personality here. Charlie: This is a straight what a bunch of rubbish. All right, let's move on. Ken: I was going to ask about the breakdown. So you said SEO is majority for a successful, successfully, I guess structured marketing. Alex: Yeah. Ken: Okay. Alex: Yeah, Yeah. And then they get bigger. Google ads takes over a huge scale as much as it does much faster. But up to 20 locations. Ken: Awesome. Or how about let's just keep rolling. So are there any particular places you see practices who just don't quite know what they're doing? Are they wasting time or money in certain places? Alex: Yeah, So good question. You know, the ones where I think they're wasting time is they're scaling advertising before they set the proper technology foundations. They get really big because they're good at advertising, but then realize they didn't set up like a like a CRM, a call center. And I'm not saying that just because it's like a state all the time. Alex: It's very hard to go back and implement call center or sorry, call tracking CRM marketing automation at 500 locations. It's like dude just set this up at 20 locations. It seems like a big expense because they're small, they will be a bigger distraction trying to move through instead of just trying to move your sailboat right now to do things correctly. Also, getting the right technological foundation when you're a smaller is cool, you're going to learn faster and again, it's an investment up front. But like if you're not an idiot, the learning should be good enough to, like, usurp your competitors pretty quickly, even when you're small. So, yes, I think technology needs to be set up for front, and I think marketing is going to change too. Like after the recommendations I find myself making these days are like tech investments when people are getting go over like, Yeah. Go get these things and we can help. And if you don't have these things, we're going to be flying blind. I kind of don't want to mess with you. Charlie: Yeah. So another way of saying or to play that back, there's not necessarily a particular channel or activity that you see them wasting money on. It's all of them. But because they don't have good technology to know what's working and then they're also not optimizing what they're doing with the leads, right? They're just they're not going to be able to optimize any channel that they're messing with. Alex: That's right. Get that tracking. You're never going to know, and Liine might say differently, but I don't think you're ever going to know like multi-channel attribution and you don't need to like directional information. You need to know how the operations are taking falls and converting to CRM. So I understand that how to work your patients on an ongoing basis of that ongoing referrals and stuff like that. So it's not really the wrong advertising. It's like the wrong structure or the wrong thought I had. Yeah, like too quickly. So yeah, I mean the advertising, I don't see like huge issues there. It's generally like they're just not doing it and they don't have the tech in place and they want to start running before that stuff. So yeah, different cases. But when you get a group small, you can do the right things. When you get a big have you, it's just takes forever and I don’t have the patience for that. But yeah start small with the right tech. Ken: So I'm sure a lot of practices are curious how much they should invest in marketing. Is there a kind of a hard and fast rule like percentage of revenue or growth trajectory they should look at? Or how do they... . Alex: 30% of every dollar that comes in should go to your digital advertising? I don't know for medical groups. I know for agencies like high growth agencies like us will spend 15 to 20% every month on on marketing sales. And that's what we do because we're a high growth agency for medical groups, I don't know, 5 to 10%, I would think fairly high. But the higher growth groups like that spend a lot on advertising, do really well if they understand what the advertising is driving and then they just pour more fuel on the fire, those are groups that kill it. They put the right systems in place to know what that next dollar would do. And then they say we go spend ten or next dollars. And then the opposite problem comes into play where we don't have enough clinicians mid levels, whatever to support, and then they've got to solve that problem. Charlie: Somebody just asked me this Ken. I can’t remember it was some P group and they brought on a new marketing person who doesn't have a lot of health care experience. And so she asked me that. So I asked like five or six of our customers and 5 to 7% of revenues. What I heard in general on average. And then the high growth to Alex's point, probably the highest I heard was 15. But then people that were more aggressive that I would consider really legit were more like ten. And I think I think probably there's plenty of practices that are five or a little bit below and it's just is probably not enough. Alex: It's called a lifestyle business. That's what it is. Yeah, it's going to grow 10% a year and you're going to give great care to your patients. And it's the lifestyle is it's not what I want and probably not what makes for the best clients. But it's also okay. Ken: Cool I let's let's kind of consider different stages companies and practices might be in so if they're just getting started like, they, they really have no idea what they're doing with marketing is there day one what they should be searching or jumping into? Should they start with the SEO, start with Google? Like should they ask questions before they even do that? Ken: How would you kind of direct someone like that? Alex: Yeah, website SEO. I want to make sure that you're ranking or at least set out to rank for the most important keywords, like orthopedic surgeon near me, dentist near me, all that stuff. So you're location pages is where I start. Make sure they're awesome. They can hurt a patient. I'm going to make sure you have online scheduling that you have calls CTAs that you have an email form, and then I'm going to say, okay, all that's in place start generating reviews. Use our Birdseye radar array blah blah blah, and then we're going to start advertising website and got it listing reviews. Charlie: You you mentioned online booking a few times. Is that just like if you're not doing online booking like you're an idiot. Is that how you feel? Alex: I guess I think so. But like there's a lot of groups that aren't. Yeah. So like you're an idiot in a host of other like a gaggle of other idiots are right there with you. But like, I read so many stats that like our generation and younger all want to book... we don’t want to ****ing call. What are we going to do, sit through 18 voice prompts? Okay, email form is going to take me three weeks? I call I sent an email to for email form to I don't know, I guess because I got this weird shit on my eyes and it's been two weeks and nobody's calling me back. So like, I'd rather book the thing online and you can do that any time of night and stuff like that. There's not a lot of good online booking systems that let you see marketing all the way through. The next helper is pretty good for dental, but in the general medical space, like what do they say? A lot of blue ocean or whatever stupid buzzword is like someone go and invent that **** and make it easy to use for medical groups and marketing companies as well. Charlie: Agree. And even if you don't believe that you're that most people are going to do it or they're still like, who cares? Give give patients another way to schedule with you. Like, why wouldn't you offer it. Alex: As not internet? Why? Because the providers are picky on when they want to take. That's true controls. It's always that. It's not that they don't. Yeah nobody will come is that the providers are a pain in the ***. They own the provider group and they don't want to step on their toes and tell them because it'll ruffle feathers. I’m going to say like, All right, well, that's fine. Don't don't ask me why the advertising is not working. What the ****? Your competitor does online booking so very simple. Ken: Awesome. Well, let's skip ahead to another practice. And this. This time they've been doing some SEO. They've been running ads. You're just not sure where to go from there. You've kind of hinted at this already, your thoughts, but let's just kind of pretend we haven't talked about this. What would you kind of say someone should do to kind of go beyond SEO ads or should they just not? Or how do they optimize? Alex: Well, they should. They should. There’s only so much demand at the bottom of the funnel, aren't you like how many people are searching for orthopedic surgeon here like I've done so you still have to like there's a lot of we mostly work in the low acuity space where the health care decision is made in a day, but in my opinion, it's influence over months. Right? So if you saw that veterinary hospital ads or Billboard TV, digital radio or display on YouTube over six months from when you moved into town, like when you finally got a search this time a vet clinic near me and you've got city that pulled out, they're like, I'm going to go with the one that I celebrate impressions of over the last six months. So yeah, running really smart brand advertising campaigns is very good. Facebook Insights still thinks best about YouTube also very good. And then Google has display ****. So that's all very good. And if you live in Montana, you can't do Tik tok. But no, I definitely think everybody should could go into the upper funnel channels once they've like built the right technology and marketing foundation for the website. Very important like and I don't want to see any billboards running if you can't even run YouTube yet. So the best practices have a lot of creative in-house capabilities, not big teams, but modern, creative in-house abilities. They have a young marketer that knows the new channels and can speak to the patients that are also, you know, trying to utilize online technology and stuff like that. So even the older populations like Senior Care, you'd be surprised they know how to use a phone and **** like really well, they know, they know how to use technology. You'll see them pull up their all their all of their medical records and they know how to book online. Like it's not an excuse to say, my demographics are older. We don't need that. They don't want to call in either. Nobody wants to call it. No one wants to do it anymore. So the older young, regardless of what your patient demographic is, everybody wants the same thing, which is patient access made easy. Charlie: I'm addicted to Instagram, so I've stayed off to TikTok. Should I, should I not download TikTok or what do you think. Alex: I should do? My wife is on the TikTok all the time. I don't know, man. I don't want them. Charlie: I'm not I'm not even going to I'm just going to keep it away from myself. Alex: It's the same shit. I don't know. Charlie: I know. Alex: Yeah, same thing. Ken: Awesome. We're about to probably have to wrap, but I want to ask one more question because I think it's important I hear this question. Alex: Ken’s like, this is the worst podcast. Ken: But no, this is the best actually. I'm actually super pumped about how this is going. Alex: They’re all downhill from here. Ken: Yeah, so I've heard this quite a bit. Practices or any business really. They're working with an agency or they have some kind of marketing person. They don't really know how to compare or it's this working. Should I be shopping for a different agency? Like they don't really know what they're doing? Is there a certain data that they should be asking for, or how can they really know their agency is doing the right stuff, performing, I guess. How would you speak to that? Alex: Yeah, What's the goal? Filling capacity. Your capacity is not filled. Like what? Where is the problem? Back from there. Is it like patient is too high a corporate lead or you don't know? Like, if you don't know, then you may have the right technology partners like the best thing to do is go find an agency that has worked in your specialty. If you're a vet clinic, go find an agency that's work with several vets and they get them on the phone. They're not going to give you benchmarks in their case studies. I wouldn't either. But they may tell you without naming clients, I could expect to see people around here expecting Casper booked. Client not patient. That space to be around here. You should be ranking here. Go get opinions, and then it's a gut reaction. But at the end of the day, you should know some of these jobs that are further down other than like ethics and impression and regs, like how many leads, how many patients are they sending traffic based on capacity or are they just spreading advertising evenly everywhere? Are they talking about wider issues like tracking all the way through? Do they help you in a good call center, tracking practices and CRM? Are they talking technology or are they unsophisticated? The right agency can be the right fit when they're smaller and unsophisticated. That's probably the right solution is you don't need crazy agency capabilities and as you grow need to get more sophisticated, it's okay to break up and move on. But go getting a second opinion from someone else in the space. I can go from there. Also, if you're a VP of marketing at a vet clinic, just go to the link dead and go hit up other visa marketing that are not competitive channels. Ask them online. Pick on what your CBL. What is your agency doing? What technology is using? Just go to LinkedIn to find someone that you could trust. You don't even have to ask an agency. Ken: I love that. That's a good idea. I think it's it's been it's been awesome. I love this. Alex, I want to give you a second. Tell people where they can find you in case they're interested. Did you freeze? Oh, well, I can tell you where to find Alex if we have to. Their website is cardinaldigitalmarketing. com and hopefully he'll jump back on, but definitely check them out if he if he doesn't unfreeze because they are they're awesome but there is Alex back. Alex: Sorry. Ken you got me? I got you. We got what you need. Ken: We got what you need. I promoted your website. Anything else you want to say about yourself before we depart? Alex: Yeah. No. Find us on LinkedIn. If you have any questions, hit up Charlie first, and then if he can’t answer. Yeah. Charlie: I'll give you his cell phone. Alex: Give them this weak *** Apple tracking stats here haha. Ken: Thank you. Alex: Thanks, brother. --- ### 10 AI Tools For Healthcare Practices - Published: 2023-05-31 - Modified: 2023-10-06 - URL: https://www.liine.com/10-ai-tools-for-healthcare-practices/ - Categories: Patient Acquisition /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} 10 AI Tools For Healthcare Practices /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Artificial intelligence is certainly not a new idea. Historically, however, the masses have largely viewed AI technologies with some level of skepticism, confusion, and/or apathy. That changed in November of 2022 when OpenAI released their prototype of ChatGPT to the public. As ChatGPT went viral, the conversational ripples around AI suddenly became a mainstream tsunami. Existing AI companies benefited from the fresh public interest, while companies like Google, Bing, and Adobe rushed to release their own prototype AI tools. Google Trends shows the popularity of the search term “AI” over time Google Trends shows the popularity of the search term "AI" over time 2023 is definitively the year of AI. Savvy business leaders are seeking ways to leverage AI ahead of their competition, are exploring how AI can impact their bottom line, and are keeping an eye on future technologies. Meanwhile, tech companies are increasingly rushing to meet that demand. AI Software Healthcare Practices Can Use New AI tools will continue to crop up and evolve, but there are some interesting players already on the scene. If you’re running a healthcare practice, here are some of the technologies you may want to be aware of: ChatGPT (Free) ChatGPT is not a healthcare-specific platform, but it has many potential uses for both personal and professional productivity. Functionally, it is simply a chatbot. You type prompts and it responds. However, you can also think of it as a virtual assistant with the collective knowledge of the internet. It will produce nearly anything you ask for, and with near-instant response-times. It can translate languages, write poetry, develop code, answer questions, write a novel, solve math problems, and more. Give it a brief outline and it can produce a fully-written document. Feed it a complex document and it will make it easy-to-understand. It is hard to detail everything that is possible with ChatGPT, but you may find it to be a helpful productivity tool. Give it a spin for yourself. https://openai. com/blog/chatgpt You can even ask ChatGPT how to use ChatGPT Infermedica “Infermedica's mission is to make healthcare accessible, convenient, and affordable for everyone, by automating primary care from symptom to outcome. ” This company helps practices conduct pre-visit intake through symptoms analysis so that patients get the proper care. The practice will have a list of probable conditions so they aren’t wasting time and resources, and the patient will have a better experience. They also aid in collecting up-to-date patient information. They can then aid in documenting the visit, treatment follow-up plans, and post-visit checkups. https://infermedica. com/ Abridge & DeepScribe There are a handful of platforms aiming to simplify and/or enhance note taking. Simple transcription has been around for a while, but now AI can simply listen to conversations and create concise notes for you. These tools come in various levels of complexity and with different levels of EHR integrations. They aim to save hours per day by turning conversational speech into clinical documentation. https://www. abridge. com/ https://www. deepscribe. ai/ Regard Regard is another note taking platform, but attempts to do a bit more. It is designed to be more of a virtual assistant between the provider and the EHR. It curates and reviews patient data, shortens chart review, suggests diagnoses, and helps catch issues. https://withregard. com/ Humata Humata allows you to get simple summaries from complex research papers. This startup is similar to ChatGPT - heck, it might even be using GPT under the hood. Imagine having someone in front of you who already understands a complex document, is able to summarize and explain it, and can answer any questions you have. https://www. humata. ai/ Liine Of course we'd include ourselves! Liine helps healthcare practices with lead management and follow-up, but has an AI secret weapon. Liine automatically captures and tracks every patient lead, while an advanced conversational AI is able to understand what happens on every phone call. This enables Liine to collect analytical data for each lead that would be impossible to accurately capture manually. Practices can easily report their number of new leads, how many converted to appointments, marketing channels for each, reasons patients are NOT booking, individual call staff performance, treatments requested, and more. Liine customers are able to make data-driven decisions for marketing, operations, and staff training. www. liine. com AI Technologies That Healthcare Practices Should Watch Buoy Buoy is an AI chatbot for patients to explore their symptoms and recommends potential next steps for care. While this is not a tool designed for healthcare providers to use, you should be aware that these types of platforms are being developed -and your patients may mention them. Perhaps this will be a better WebMD where patients arrive better informed and less stressed. Perhaps. https://www. buoyhealth. com/ Google Bard & Bing Chat (Free) We won’t recommend that you rush to use these, but you should definitely be aware of them. Released on the heels of ChatGPT, Google and Bing both released chatbots of their own. Imagine if you could not only search Google. com for websites that answer your questions, but could also get direct answers from Google’s AI. That seems to be the direction these companies are headed in. As the search engines evolve, this could have major impacts to the SEO that is driving business to your practice. https://bard. google. com/ https://www. bing. com/new More To Come We will release updates to this list in the future as the landscape inevitably continues to evolve. Did we miss any useful tools? Let us know on our socials below! --- ### Researching CRMs for your healthcare practice? Beware these 5 pitfalls. - Published: 2023-03-07 - Modified: 2023-10-06 - URL: https://www.liine.com/researching-crms-for-your-healthcare-practice-beware-these-5-pitfalls/ - Categories: Lead Management /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Researching CRMs for your healthcare practice? Beware these 5 pitfalls. /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Healthcare practices are increasingly integrating business software into their patient acquisition processes. Savvy practices recognize that tracking new patient interactions can unlock numerous growth opportunities. Ultimately, the practice can achieve higher booking rates and can greatly improve the growth trajectory of the practice. The practice is also able to optimize marketing, operations, and staff performance. We have written an entire post on the benefits of healthcare lead management if you want to explore these topics. To optimize patient acquisition, many practices turn to the big-name customer relationship management (CRM) systems. And at first, this makes sense. In just about any other industry, these systems are used by sales and success teams to track patient interactions. However there are a few reasons why these traditional CRMs inevitably fail healthcare practices:HIPAA compliance issuesUnique sales processesUnrealistic staff expectationsLack of healthcare-specific reportingOperational resource requirements1. HIPAA Compliance IssuesThe first hurdle a practice will quickly run into is that not every CRM is able to work with Protected Health Information. Hubspot, for instance, does not allow any sensitive information to be stored on their platform. Other CRMs can be configured for HIPAA compliance, but immediately lose certain functionality such as email, SMS, and VoIP. The most advanced CRMs are often the most flexible, but these require significant time and resources to configure. This can be a challenge for budget-constrained or short-staffed practices. The last thing a practice wants to be unsure of is whether they have properly complied with security, privacy, and process requirements. 2. Unique Sales ProcessesTraditional CRMs are built around sales processes that don’t properly translate to healthcare practices. They are built for sales reps who work their individual pool of prospects. Sales reps are tasked with pushing leads through a sales funnel. They are trying to hit individual quotas, checking their open sales pipeline, etc. This is entirely foreign to how a healthcare practice would receive and follow-up with new patient inquiries. 3. Unrealistic Staff ExpectationsThis is undoubtedly the #1 reason generic CRMs fail with healthcare practices. Healthcare staff are not full-time sales professionals. Asking healthcare staff (who likely wear multiple other hats) to work out of another platform that requires manual lead tracking is a recipe for frustration. It will also likely produce inconsistent and incomplete data. Was that phone call actually a new patient? Have they called before; do I need to reconcile duplicate records? What treatment did they request? Were they calling on behalf of someone else? Why did they not book an appointment? Even with the best CRM implementation, these types of data points require manual data entry. And without these, managers won’t be able to track the most meaningful analytics like staff performance and new patient booking rates. 4. Lack of Healthcare-Specific ReportingThe big-name CRMs are purposely flexible and generic so that they can work with the widest array of businesses. This means that a healthcare practice needs to know exactly what processes, data structures, custom data types, and reports they want to set up. Most CRMs use a funnel structure from contacts to leads to opportunities to customer, which won’t make sense for patient interactions. Any practice trying to implement a CRM will require some customization - and likely continuous adjustments over time. 5. Operational Resource RequirementsIt requires significant time and resources to set up and maintain a CRM. Most businesses using a traditional CRM will employ at least one part-time resource dedicated to the platform administration. Many independent practices may not have the budget or internal resources for this. What Now? This is not to say that a generic CRM could never work for a growth-focused practice, but one should be aware of these pitfalls. We would highly recommend looking for a lead management tool that is specifically built for healthcare practices, and that is not going to be frustrating for staff to use. In full transparency, we certainly have a bias towards our own healthcare-specific CRM solution that was built to solve these specific challenges. Practices approach us regularly after their generic CRM fumbles, so we know the pain points to look out for. However we expect you to take our input with a grain of salt and encourage any practice to do their own homework. --- ### How To Get 3x More Patients From Web Forms With Just One Change​ - Published: 2023-01-30 - Modified: 2023-10-06 - URL: https://www.liine.com/how-to-get-3x-more-patients-from-web-forms-with-just-one-change/ - Categories: Patient Acquisition /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} How To Get 3x More Patients From Web Forms With Just One Change In Liine’s most recent Healthcare Marketing Benchmark Report, we analyzed 325,000 new patient inquiries from specialty healthcare practices. We discovered that these practices are acquiring 27% of their new patient leads through web forms. But we also discovered that one operational difference distinguished certain practices which converted nearly 3x as many web leads into booked appointments. Let’s cut to the chase - the secret ingredient is “speed-to-lead”. According to a 2021 study by InsisdeSales. com, contacting an inbound lead within 5 minutes increases conversion rates by 8x. In other words, calling every web form inquiry within 5 minutes would theoretically result in 8x as many booked appointments. /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} https://www. insidesales. com/response-time-matters/ Liine found somewhat similar results in our benchmark report analysis. Liine compared practices who used a web form “autocall” against those who did not. The autocall is a system that will immediately place an inbound phone call to the practice for any new web lead. With one button press, the staff can then tell the autocall system to immediately call that web lead. And so, autocalls can connect staff with a web lead within seconds, but only during business hours and only if the team member accepts the call. Nevertheless, practices using the autocall booked appointments for 55% of their web leads, while practices without only booked 19%. Are we saying that you need an autocall system? Well, no, that is not the point of this post. Although, as a core part of Liine’s platform we are certainly biased towards autocalls, ha. The takeaway here is that if you can effectively respond to most web forms in under 5 minutes, you can realistically expect to book 3-8x as many appointments. If you’re sending web forms to an email inbox, you’ve already lost. This is a no-judgement zone. But. We know. We know... . --- ### There are only 3 ways to increase new patient revenue, and you’re ignoring one. - Published: 2023-01-26 - Modified: 2023-10-06 - URL: https://www.liine.com/there-are-only-3-ways-to-increase-new-patient-revenue-and-youre-ignoring-one/ - Categories: Patient Acquisition /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}There are only 3 ways to increase new patient revenue, and you’re ignoring one. /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Increasing new patient revenue is one of the main goals for any growth-focused healthcare or dental practice. To accomplish this there are a multitude of activities that practices engage in, however they all fall into one of three categories. See if you can spot the one that most practices overlook:1. Increasing new patient leads. Probably one of the first considerations for any provider is “how can marketing bring us more new patients? ” And for good reason; advertising and other marketing activities are one of the primary ways to drive new patient inquiries. Other activities in this category would include developing referral strategies, offering promotions, expanding geographically, or expanding the services offered. 2. Convert more leads to appointments. Leads are not patients. In fact, Liine analyzed 325,000 new patient phone calls and forms from 2022 and found that only 54. 1% of leads ever booked an appointment. This category involves optimizing for conversions, and includes activities such as staff training, improving speed-to-lead, lead management, and operational changes. Tracking performance at this stage also provides the feedback loop for marketing to determine acquisition costs and campaign performance. 3. Increasing revenue per patient. Growth-focused practices also desire to increase the value of each new patient. There’s more to this than optimizing your pricing strategy. Consider cross-selling complementary products and services, building customer loyalty, and earning the patient’s repeat business. These considerations not only increase value for your practice, they provide better care and experiences for the patient. It should be no surprise that the second piece - lead conversion - is the most ignored part of the patient journey. And this isn’t really the fault of the practices. Most practices don’t have a dedicated “sales” team - it’s unrealistic to ask staff to record and track every lead activity, data point, and outcome through multiple touchpoints. Practices rarely even have the marketing attribution tools to connect a patient’s web activity to an inbound phone call. And so, it is much easier to focus on lead generation activities and EHR patient metrics. However, this leaves a huge blind spot for practices. It’s hard to imagine any other type of business not knowing how many inquiries they’re getting, how many convert, why leads aren’t converting, how staff perform, etc. Despite the challenge, let me share some encouragement as you consider diving into conversion metrics. It is very common for conversion optimization efforts to quickly increase new patient bookings by 10-40%. Our own study also found individual staff member booking rates ranging from roughly 16% to 88% for new patient inquiries. That is quite the gap - if you aren’t uncovering performance issues, you are undoubtedly missing out on revenue. Lead tracking and conversion optimization is no small subject, but I hope I have piqued your interest. I would encourage you to do your homework, research tools that can help you piece things together. Or complete platforms like Liine (shameless plug! ) that make it painless to track every lead with marketing attribution and healthcare-specific insights. You can also read more about this subject in our post What is healthcare “Lead Management? ” Why is it so important? --- ### What is healthcare “Lead Management?” Why is it so important? ​ - Published: 2023-01-25 - Modified: 2023-10-06 - URL: https://www.liine.com/what-is-healthcare-lead-management-why-is-it-so-important/ - Categories: Lead Management /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} What is healthcare “Lead Management? ” Why is it so important? For some, “lead management” may be a new concept, so let us quickly define a couple of terms. We’ll use the term “lead” to refer to any new patient contact that may potentially become a consult or an appointment. These leads can come from any combination of physician referrals, web form submissions, and incoming phone calls. As a business, our growth goals are to increase our number of qualified leads and to convert as many of these into scheduled bookings as possible. Understand that we aren’t using this language to dehumanize the patient, but rather to create parallels to standard business concepts so we may explore how they also apply to growing healthcare practices. So what is “lead management”? In the context of healthcare, we’re talking about how a practice tracks and works with new patient inquiries. How many new patient phone calls do you receive? What is the booking status for each inquiry? Which marketing channels are working? These are the types of questions that any efficient sales and marketing operation must be able to account for, and growth-focused healthcare practices are no different. Allow me to highlight 5 reasons why you really need to care about new patient lead management: Tracking Marketing ROI Uncovering Revenue Opportunities Improving Staff Performance Working Leads Measuring Growth 1. Tracking Marketing ROI We all know that marketing is part art and part science. But that science piece is really important. Effective marketing requires tracking your ROI (return-on-investment) to the best of your ability. Otherwise you’re just paying the marketing fairy and hoping new patients magically show up. When you track the marketing channels that are driving new patients, you can focus your resources on what’s working. Your limited time and dollars will go further and your business will grow faster. Healthcare lead tracking comes with some unique operational challenges. I will cover these in a future post, but for now let me suggest some goals to aim for: First, track your new patient leads separately from existing patients. You really want to know how new patients are finding you. Second, capture the marketing source (or channel) for every possible new patient lead. You want to work off of accurate and complete data. Third, track the booking status for each lead so you know your conversion rates. If possible, segment your reporting by marketing campaign, staff member, treatment requested, etc. for valuable insights. And finally, try to calculate a value for your leads based on the revenues they ultimately drive. This lets you calculate the ROI so you know which efforts to invest in. 2. Uncovering Revenue Opportunities We’ve discussed marketing attribution, but new patient lead management involves tracking other metrics as well. These details can reveal operational blind spots or missed opportunities. For example, speed-to-lead is an important metric for booking new patients. Surveys have shown that contacting new leads within 60 seconds can increase the booking rate by 400%. Your lead management system should let you track your team’s response times to website form leads, chat leads, social media inquiries, etc. as this can have a huge impact on revenue. Another important metric to track is the reasons new patients are NOT booking. Tracking these lost opportunities can help you estimate the revenue lost due to pricing objections, scheduling issues, out-of-network insurance, treatments not offered, or other causes. Tracking the number of missed phone calls during the day can also be valuable. Small changes like a staff scheduling adjustment or adding an additional phone line can result in major revenues from handling more inbound calls. Of course they may be other metrics worth tracking for your practice. However, if you’re not tracking this type of data, you certainly have revenue blind spots you are missing. 3. Improving Staff Performance I know we don’t like to use the term “sales”, but we should recognize that whoever is handling new patient phone calls is effectively acting as your sales team. Now, they may not be dedicated sales professionals. They may wear 4 or 5 different hats in your organization. But their performance has a significant impact on how many new patient inquiries convert into bookings. If every non-healthcare sales organization is tracking the effectiveness of team members, shouldn’t a healthcare practice? Track the conversion rates (lead-to-booking success rates) for each team member in order to praise star performers, uncover training opportunities, and align staff with their best abilities. If you are able to segment the “reasons not booked” by each team member, you’ll have even deeper insight into specific coaching areas. Understanding what’s happening with your team is the first step toward rewarding performance, providing training, and improving your booking rates. 4. “Working” Leads Non-healthcare industries with typical sales teams will “work” their leads - that is, following up with communications to try and close a sale. While your practice may not require the same aggressiveness, there are still times when it is appropriate to follow-up with your inquiries. Most obviously, if you haven’t yet talked to the lead! Working with website leads, for example, can often require multiple attempts before getting a response. You may even have to combine phone call, text, and email outreach. The proper lead management setup makes this more efficient and effective. Additionally, there may be times when it is appropriate to follow-up with leads. This could be a simple follow-up call to certain leads that inquired about services. Or it could be more targeted, such as a discount promotion to any leads who didn’t book due to price objections. One thing is certain. If you have no lead management workflows in place, you’re leaving unclaimed revenue on the table. 5. Measuring Growth In all things, we must first track performance before we can prove that things are improving. And while you won’t use lead management as the ultimate measure of your practice’s growth, it is a leading indicator of what’s to come. Lead volume trends and conversion rates can inform your expected new patient revenues. In addition, whether new patient revenue is stagnant, growing, or shrinking, it is important to know why. Your solutions for lead volume issues are not the same as solutions for conversion rate issues. Other insights such as historic seasonality trends can remove much of the guesswork. Successful businesses are not blown around by every gust of wind; establish your processes so you can build forecasts, plan your goals, and measure performance. Wrapping Up A lot of practices look to their marketing efforts and their EHR while missing the crucial lead management stage in-between. Hopefully this post has demonstrated the importance of optimizing your patient acquisition processes - and perhaps even sparked a few ideas. Today’s fastest growing practices recognize the various stages of their sales funnel and are laser-focused on optimizing each. --- ### Liine Raises $3M To Scale AI-Powered Patient Acquisition Platform - Published: 2022-10-11 - Modified: 2023-10-06 - URL: https://www.liine.com/liine-raises-3m-to-scale-ai-powered-patient-acquisition-platform/ - Categories: Liine News /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px} Liine Raises $3M To Scale AI-Powered Patient Acquisition Platform Raleigh, NC, October 11, 2022. Liine, the leading AI-powered call recording and automation platform for specialty healthcare and dental practices, announced it has secured approximately $3. 0M in funding led by Eastside Partners. This latest financing will allow Liine to accelerate product development and go-to-market initiatives as it meets the rapidly growing demand for better, more comprehensive patient acquisition tools. “We are thrilled to work with Eastside Partners as we enter our next phase of growth,” said Brad Blaser, CEO and co-founder of Liine. “Although we weren’t actively pursuing additional capital, the opportunity to partner with a premier healthcare investor like Eastside and double down on our mission to simplify patient acquisition was too hard to pass up. ” “Growth-oriented practices are increasingly adopting lead management software but often find traditional CRMs like Salesforce don’t meet the unique needs of the healthcare industry,” said CRO and co-founder Charlie Wiin. “Liine, which was purpose built for provider offices and call centers, has capitalized on this trend and now serves some of the top group practices, MSOs (management services organizations) and DSOs (dental support organizations) in the country. ” By automatically analyzing 100% of new patient interactions (phone calls, web forms, chat bots, online bookings, etc. ), Liine provides full visibility into a practice’s patient acquisition efforts. With absolutely no manual data entry required from staff, the platform captures key insights related to new patient volumes, appointment conversion rates, staff performance, marketing efficiency, and much more. Additionally, Liine automates the follow up process for online form submissions and other asynchronous patient inquiries. With Liine’s FormFlow technology, the average practice improves their lead-to-appointment conversion rate by more than 30%. “We’re excited to partner with Liine to scale the team and continue building its industry-leading platform,” said Ramsay Battin, Partner at Eastside Partners. “We know that providers are laser-focused on maximizing the return of their marketing investments. Liine’s team has built an extremely impressive solution that meets this need while ‘threading the needle’ between ease of use and immediate financial impact. ” As part of this transaction, Ramsay Battin and Arun Mohan, MD (co-founder of Radix Health and President of Relatient) will be joining the Company’s board of directors. About Liine Headquartered in Raleigh, NC, Liine was founded in 2016 to help simplify and improve lead management for specialty healthcare and dental practices. Leveraging artificial intelligence and natural language processing, Liine automates the data and workflow to maximize new patient growth. Learn more at www. liine. com. About Eastside Partners Eastside Partners is a growth-equity firm that backs management teams who are building exceptional products and services. Since 2005, the firm has invested more than $250 million, focusing on B2B SaaS, Healthcare and Tech-Enabled Services companies. Eastside's investment strategy is focused on companies whose culture always puts the customer first. ### Media Contact: Ken Pittman VP Marketing Liine kpittman@liine. com 336-448-6390 --- --- ## Floating Elements ### New Case Study - Published: 2025-01-06 - Modified: 2025-03-28 - URL: https://www.liine.com/e-floating-buttons/new-case-study/ - Type: floating-buttons New Case Study: Abra Health Group upgrades to Liine, supercharges Google Ads and web form efficiency Case Study --- --- ## My Templates ### platform_copy_templaet - Published: 2025-01-23 - Modified: 2025-01-23 - URL: https://www.liine.com/?elementor_library=platform_copy_templaet - Type: page Power your patient acquisition funnel with Liine's artificial intelligence (No data entry required) GET A DEMO By the numbers Leads captured 4477053 Minutes analyzed 9181441 WEB FORM LIKE A PRO Automated lead management Turn form submissions into inbound calls Convert more leads Increase your form to appointment conversion rate by 900% Outspeed the competition Reach hard-earned leads before they contact a competitor or lose interest Make a great first impression Amaze prospective patients with your office's speed of outreach by following up in minutes, not hours Manage all online inquiries in a single, intuitive platform Improved workflow No more monitoring your email inbox or managing spreadsheets More effective follow up Customizable cadences to ensure leads don't fall through the cracks Time-saving automation Contacted leads are automatically removed from cadences (Liine tracks both inbound and outbound calls) DATA WITHOUT DATA ENTRY Automated new lead analytics Leads and conversions How many leads are you generating and how many are converting to an appointment? Marketing attribution How effective is each marketing channels at driving appointments? Reasons not booked Why are new patient leads failing to book an appointment? How many calls aren't even being answered? Leads & Conversions Marketing Attribution Web Form Analytics Reasons Not Booked Answer Rates Interaction Log Leads & Conversions Marketing Attribution Web Form Analytics Reasons Not Booked Answer Rates Interaction Log LEVEL UP TEAM PERFORMANCE Automated staff insights Individual performance metricsPraise high performers and create a culture of positive accountability Call outcomes by team memberIdentify relative strengths and weaknesses based on reasons not booked Fully transcribed call recordingsQuickly audit call recordings by both listening and reading at the same time Individual performance metricsPraise high performers and create a culture of positive accountability Call outcomes by team memberIdentify relative strengths and weaknesses based on reasons not booked Fully transcribed call recordingsQuickly audit call recordings by both listening and reading at the same time --- ### Tabs - Private Equity Rollups - NEW - Published: 2024-12-30 - Modified: 2024-12-31 - URL: https://www.liine.com/?elementor_library=tabs-private-equity-rollups-new - Type: container Private Equity Rollups Standardize new patient acquisition efforts across all speciality healthcare and dental portfolio companies Drasitcally improve paid acquisition economics by automatically optimizing lower funnel ad campaigns Capture direct revenue impact of all marketing initiatives and strategies --- ### Tabs - Multisite Practices - NEW - Published: 2024-12-30 - Modified: 2024-12-30 - URL: https://www.liine.com/?elementor_library=tabs-independent-practices-new - Type: container Multisite Practices Identify which marketing strategies drive new patient bookings Maximize the impact of your hard-earned marketing dollars Enjoy full visibility of all your patient lead activity in one dashboard --- ### Tabs - Marketing Agencies - NEW - Published: 2024-12-20 - Modified: 2024-12-30 - URL: https://www.liine.com/?elementor_library=tabs-marketing-agencies-new - Type: container Marketing Agencies Retain and delight clients with more advanced and user friendly marketing analytics Crush your clients’ PPC goals by automatically optimizing Google Ads for booked appointments Demonstrate undisputed ROI for marketing campaigns --- ### Bottom of Page Benchmarks Form Section - Published: 2024-01-24 - Modified: 2024-01-24 - URL: https://www.liine.com/?elementor_library=bottom-of-page-subscribe-form-section - Type: container /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}How does your practice stack up? Liine provides the data and workflows that growth-focused practices need to book more patients. Let us show you how! /*! elementor - v3. 18. 0 - 20-12-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Contact Us This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. 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It looks like this page is missing. back to home /*! elementor - v3. 16. 0 - 09-10-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} --- ### Bottom of Page Demo Form Section - Published: 2023-10-06 - Modified: 2023-11-21 - URL: https://www.liine.com/?elementor_library=bottom-of-page-demo-form-section - Type: container /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Get A Demo To learn more about Liine, please fill out this form or call us at (919) 890-0999. All inquiries will receive a prompt response! /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes --- ### Testimonial Carousel - EyeCenter - Published: 2023-10-05 - Modified: 2023-10-05 - URL: https://www.liine.com/?elementor_library=testimonial-carousel-eyecenter - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Shaila Wait Administrator, The Eye Center 33%Increase In Booking Rate"Without Liine, we would be completely blind to our new patient experience and conversion numbers. " --- ### Testimonial Carousel - CarolinasDentist - Published: 2023-10-05 - Modified: 2023-10-05 - URL: https://www.liine.com/?elementor_library=testimonial-carousel-carolinasdentist - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Dr. Josh Zukerman Chapel Hill Location, Carolinas Dentist 82xReturn On Investment"We are able to convert leads in real-time! " --- ### Testimonial Carousel - BodyLase - Published: 2023-10-05 - Modified: 2023-10-05 - URL: https://www.liine.com/?elementor_library=testimonial-carousel-bodylase - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Karen Albright Owner, BodyLase $357kAdditional Annual Revenue"Liine has meaningfully increased our call-to-consultation rate. " --- ### Testimonial Carousel - EmergeOrtho - Published: 2023-10-04 - Modified: 2023-10-05 - URL: https://www.liine.com/?elementor_library=testimonial-carousel-emergeortho - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Chris Adkins Chief Administrative Officer, EmergeOrtho $2. 6MAdditional Annual Revenue"With these insights, we can confidently make changes to our call center operations and marketing efforts. " --- ### Testimonial Carousel - AtlantaOral - Published: 2023-10-04 - Modified: 2023-10-05 - URL: https://www.liine.com/?elementor_library=testimonial-atlantaoral - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Andrea Oparnica Regional VP Operations, Atlanta Oral & Facial Surgery $3. 9MAdditional Annual Revenue"The amount of opportunity Liine has given us by evaluating staff performance and the patient journey has been eye-popping! " --- ### Elementor Post Loop - Sidebar - Published: 2023-09-29 - Modified: 2023-10-03 - URL: https://www.liine.com/?elementor_library=elementor-post-loop-sidebar - Type: loop-item --- ### Elementor Sidebar - Published: 2023-09-29 - Modified: 2023-09-29 - URL: https://www.liine.com/?elementor_library=elementor-sidebar - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Recent Posts --- ### Archives Page - Published: 2023-09-29 - Modified: 2023-09-29 - URL: https://www.liine.com/?elementor_library=archives - Type: archive /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Archives Return to all posts No posts found! --- ### Elementor Post Loop - Main - Published: 2023-09-29 - Modified: 2023-10-09 - URL: https://www.liine.com/?elementor_library=elementor-loop-item-2 - Type: loop-item --- ### Elementor Post Loop - Featured - Published: 2023-09-29 - Modified: 2023-10-09 - URL: https://www.liine.com/?elementor_library=elementor-loop-item - Type: loop-item /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Featured Read More --- ### Bottom of Page Contact Form Section - Published: 2023-09-26 - Modified: 2023-11-21 - URL: https://www.liine.com/?elementor_library=bottom-of-page-contact-form-section - Type: container /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Get in touch To schedule a demo or learn more about Liine, please fill out this form or call us at (919) 890-0999 /*! elementor - v3. 17. 0 - 08-11-2023 */ . elementor-widget-image{text-align:center}. elementor-widget-image a{display:inline-block}. elementor-widget-image a img{width:48px}. elementor-widget-image img{vertical-align:middle;display:inline-block} Contact Us This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. By submitting this form, you agree to be contacted by phone, email or text and that any associated call may be recorded for quality and training purposes. --- ### Contact Us Form - Published: 2023-09-26 - Modified: 2023-09-26 - URL: https://www.liine.com/?elementor_library=contact-us-form - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Contact Us This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. --- ### Mobile Display - Marketing Agencies - Published: 2023-09-25 - Modified: 2023-09-25 - URL: https://www.liine.com/?elementor_library=mobile-display-marketing-agencies - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Marketing Agencies Retain and delight clients with more advanced call tracking solutions Empower your clients to convert the leads you are generating Demonstrate undisputed ROI for marketing campaigns --- ### Mobile Display - Private Equity Rollups - Published: 2023-09-25 - Modified: 2023-09-25 - URL: https://www.liine.com/?elementor_library=mobile-display-private-equity-rollups - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Private Equity Rollups Standardize how new patient leads are being handled across all locations Seamlessly integrate follow-on acquisitions into a proven growth platform Easily monitor both company level and site specific performance metrics --- ### Mobile Display - Independent Practices - Published: 2023-09-25 - Modified: 2023-09-25 - URL: https://www.liine.com/?elementor_library=mobile-display-independent-practices - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Independent Practices Achieve predictable revenue growth by systematizing new patient acquisition Maximizing the impact of your hard-earned marketing dollars Elevate the patient experience and convert more leads into consultations --- ### Tabs - Marketing Agencies - Published: 2023-09-25 - Modified: 2024-12-20 - URL: https://www.liine.com/?elementor_library=tabs-private-equity-rollups-copy-copy - Type: container Marketing Agencies Retain and delight clients with more advanced call tracking solutions Empower your clients to convert the leads you are generating Demonstrate undisputed ROI for marketing campaigns --- ### Tabs - Private Equity Rollups - Published: 2023-09-25 - Modified: 2023-09-25 - URL: https://www.liine.com/?elementor_library=tabs-private-equity-rollups - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Private Equity Rollups Standardize how new patient leads are being handled across all locations Seamlessly integrate follow-on acquisitions into a proven growth platform Easily monitor both company level and site specific performance metrics --- ### Tabs - Independent Practices - Published: 2023-09-25 - Modified: 2023-09-25 - URL: https://www.liine.com/?elementor_library=homepage-whoweserve - Type: container /*! elementor - v3. 16. 0 - 20-09-2023 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Independent Practices Achieve predictable revenue growth by systematizing new patient acquisition Maximizing the impact of your hard-earned marketing dollars Elevate the patient experience and convert more leads into consultations --- ### HomePage Integration Grid - Published: 2023-09-25 - Modified: 2024-02-20 - URL: 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100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}. elementor-widget-divider--no-spacing{--divider-pattern-size:auto}. elementor-widget-divider--bg-round{--divider-pattern-repeat:round}. rtl . elementor-widget-divider . elementor-divider__text{direction:rtl}. e-con-inner>. elementor-widget-divider,. e-con>. elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)} /*! elementor - v3. 20. 0 - 26-03-2024 */ . elementor-heading-title{padding:0;margin:0;line-height:1}. elementor-widget-heading . elementor-heading-title>a{color:inherit;font-size:inherit;line-height:inherit}. elementor-widget-heading . elementor-heading-title. elementor-size-small{font-size:15px}. elementor-widget-heading . elementor-heading-title. elementor-size-medium{font-size:19px}. elementor-widget-heading . elementor-heading-title. elementor-size-large{font-size:29px}. elementor-widget-heading . elementor-heading-title. elementor-size-xl{font-size:39px}. elementor-widget-heading . elementor-heading-title. elementor-size-xxl{font-size:59px}Privacy Policy Call (919) 890-0999 Questions hello@liine. com /*! elementor - v3. 20. 0 - 26-03-2024 */ . elementor-widget-social-icons. elementor-grid-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-mobile-0 . elementor-widget-container,. elementor-widget-social-icons. elementor-grid-tablet-0 . elementor-widget-container{line-height:1;font-size:0}. elementor-widget-social-icons:not(. elementor-grid-0):not(. elementor-grid-tablet-0):not(. elementor-grid-mobile-0) . elementor-grid{display:inline-grid}. elementor-widget-social-icons . elementor-grid{grid-column-gap:var(--grid-column-gap,5px);grid-row-gap:var(--grid-row-gap,5px);grid-template-columns:var(--grid-template-columns);justify-content:var(--justify-content,center);justify-items:var(--justify-content,center)}. elementor-icon. elementor-social-icon{font-size:var(--icon-size,25px);line-height:var(--icon-size,25px);width:calc(var(--icon-size, 25px) + 2 * var(--icon-padding, . 5em));height:calc(var(--icon-size, 25px) + 2 * var(--icon-padding, . 5em))}. elementor-social-icon{--e-social-icon-icon-color:#fff;display:inline-flex;background-color:#69727d;align-items:center;justify-content:center;text-align:center;cursor:pointer}. elementor-social-icon i{color:var(--e-social-icon-icon-color)}. elementor-social-icon svg{fill:var(--e-social-icon-icon-color)}. elementor-social-icon:last-child{margin:0}. elementor-social-icon:hover{opacity:. 9;color:#fff}. elementor-social-icon-android{background-color:#a4c639}. elementor-social-icon-apple{background-color:#999}. elementor-social-icon-behance{background-color:#1769ff}. elementor-social-icon-bitbucket{background-color:#205081}. elementor-social-icon-codepen{background-color:#000}. elementor-social-icon-delicious{background-color:#39f}. elementor-social-icon-deviantart{background-color:#05cc47}. elementor-social-icon-digg{background-color:#005be2}. elementor-social-icon-dribbble{background-color:#ea4c89}. elementor-social-icon-elementor{background-color:#d30c5c}. elementor-social-icon-envelope{background-color:#ea4335}. elementor-social-icon-facebook,. elementor-social-icon-facebook-f{background-color:#3b5998}. elementor-social-icon-flickr{background-color:#0063dc}. elementor-social-icon-foursquare{background-color:#2d5be3}. elementor-social-icon-free-code-camp,. elementor-social-icon-freecodecamp{background-color:#006400}. elementor-social-icon-github{background-color:#333}. elementor-social-icon-gitlab{background-color:#e24329}. elementor-social-icon-globe{background-color:#69727d}. elementor-social-icon-google-plus,. elementor-social-icon-google-plus-g{background-color:#dd4b39}. elementor-social-icon-houzz{background-color:#7ac142}. elementor-social-icon-instagram{background-color:#262626}. elementor-social-icon-jsfiddle{background-color:#487aa2}. elementor-social-icon-link{background-color:#818a91}. elementor-social-icon-linkedin,. elementor-social-icon-linkedin-in{background-color:#0077b5}. elementor-social-icon-medium{background-color:#00ab6b}. elementor-social-icon-meetup{background-color:#ec1c40}. elementor-social-icon-mixcloud{background-color:#273a4b}. elementor-social-icon-odnoklassniki{background-color:#f4731c}. elementor-social-icon-pinterest{background-color:#bd081c}. elementor-social-icon-product-hunt{background-color:#da552f}. elementor-social-icon-reddit{background-color:#ff4500}. elementor-social-icon-rss{background-color:#f26522}. elementor-social-icon-shopping-cart{background-color:#4caf50}. elementor-social-icon-skype{background-color:#00aff0}. elementor-social-icon-slideshare{background-color:#0077b5}. elementor-social-icon-snapchat{background-color:#fffc00}. elementor-social-icon-soundcloud{background-color:#f80}. elementor-social-icon-spotify{background-color:#2ebd59}. elementor-social-icon-stack-overflow{background-color:#fe7a15}. elementor-social-icon-steam{background-color:#00adee}. elementor-social-icon-stumbleupon{background-color:#eb4924}. elementor-social-icon-telegram{background-color:#2ca5e0}. elementor-social-icon-threads{background-color:#000}. elementor-social-icon-thumb-tack{background-color:#1aa1d8}. elementor-social-icon-tripadvisor{background-color:#589442}. elementor-social-icon-tumblr{background-color:#35465c}. elementor-social-icon-twitch{background-color:#6441a5}. elementor-social-icon-twitter{background-color:#1da1f2}. elementor-social-icon-viber{background-color:#665cac}. elementor-social-icon-vimeo{background-color:#1ab7ea}. elementor-social-icon-vk{background-color:#45668e}. elementor-social-icon-weibo{background-color:#dd2430}. elementor-social-icon-weixin{background-color:#31a918}. elementor-social-icon-whatsapp{background-color:#25d366}. elementor-social-icon-wordpress{background-color:#21759b}. elementor-social-icon-x-twitter{background-color:#000}. elementor-social-icon-xing{background-color:#026466}. elementor-social-icon-yelp{background-color:#af0606}. elementor-social-icon-youtube{background-color:#cd201f}. elementor-social-icon-500px{background-color:#0099e5}. elementor-shape-rounded . elementor-icon. elementor-social-icon{border-radius:10%}. elementor-shape-circle . elementor-icon. elementor-social-icon{border-radius:50%} Facebook Linkedin Instagram Youtube --- ### Default Kit - Published: 2023-09-21 - Modified: 2023-10-06 - URL: https://www.liine.com/?elementor_library=default-kit --- ---