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

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improving sales skills

Improving Sales Skills

Donna Little

Healthcare Solutions Marketing Director

year of the dragon
Year of the Dragon

Symbol of Power, Superiority and Rule

topics
Topics
  • Value Proposition
  • ROI Benefits – Positioning for the Audience
  • Review the ROI Tool
  • Overview of the Customer Presentation
  • Sales Certification Program
  • Scorecard for Demo Presentations
  • Tips & Tricks for the Demo – Open Discussion
gartner hype cycle
Gartner Hype Cycle*

*Source: Gartner Group 2012

dragon medical practice edition
Dragon Medical Practice Edition
  • Dragon Medical lets clinicians dictate three times faster than typing—with 99% accuracy—accelerating EHR adoption, while improving physician satisfaction and the quality of documentation.
  • Front-end, “real-time” speech recognition
    • Instant TAT
  • Fastest, most cost effective path to EHR adoption
    • Complements structured, discrete data entry (“point & click”)
    • Dictate progress notes, HPI, assessments and plans, consult notes, referral letters, etc.
  • Medical vocabularies
    • covering 60 specialties/subspecialties
value proposition1
Value Proposition

Increased Clinician Satisfaction

Higher Quality Patient Notes

Accelerated EHR Adoption

1

2

3

the challenge of narrative vs discrete data beyond convenience quality of care at risk

The occurrence was one hour prior to arrival

The course of pain is constant

Location of pain: Left foot

Location of bleeding: None

Assessment: Broken Left Foot

donut

ran upstairs

dizzy

The occurrence was one hour prior to arrival

The course of pain is constant

Location of pain: Left foot

Location of bleeding: None

Assessment: Broken Left Foot

The Challenge of Narrative vs. Discrete dataBeyond convenience, quality of care at risk

Narrative Dictation

Structured Entry

The patient is a 74-year-old female who presents with a complaint of fall, she woke up this morning and had a donut for breakfast instead of her usual cheese bagel, while eating breakfast she heard the phone ringing in the upstairs bedroom. She ran upstairs to get it. She felt dizzy and fell down the stairs and broke her left foot.

Example 1

The patient is a 74-year-old female who presents with a complaint of fall, she was playing soccer with her grandkids in the backyard and slipped and broke her left foot

Example 2

Source: Nuance Survey with nearly 1,000 responses from physicians, Dec 2009

roi benefits
ROI Benefits

Positioning for the Audience

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

Financial Stakeholders

  • Practice Owner(s)
    • Increase revenue
      • Faster documentation completion leads to quicker reimbursement
      • More complete documentation justifies increased reimbursement
    • Decrease costs
      • Self-editing allows for bypass of MT
    • Compliance/Patient Safety
      • Faster improved documentation process leads to improved level of patient care
      • Less risk
    • Leverage investment in EHR
      • Speech enable the EHR promoting physician adoption
    • Implementation Experience
end user benefits1
End User Benefits

Productivity Stakeholders

  • Providers, Practice Managers, IT Staff
    • Workflow – increased productivity
      • Speed report completion through voice-driven shortcuts
      • Voice commands to navigate applications
    • Improved Quality of Care/Patient Safety
      • Faster, improved documentation process leads to improved level of patient care
    • Improved Quality of Life for the Clinician
      • Gives them back precious time
    • Ease of Use
      • Easy to install
      • Short training curve
      • Voice driven
    • Implementation Experience
      • You can make their lives easier!
end user benefits2
End User Benefits

Technical Stakeholders

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

Benefits ALL End Users (and you too!)

  • For the Customer…
    • Includes a year of Upgrade Assurance and 24/7 Technical Support
      • Valuable addition to the support VARs offer their customers.
    • Maintenance on the PMII bundle includes maintenance on the microphone.
      • Protects against hardware damage (Dr. Bezerkowitz?)
    • 2 Consecutive Maintenance Contracts are less than the cost for one upgrade.
      • M&S insures the customer always has the latest version
  • For the VAR…
    • Customers are accustomed to purchasing maintenance on other items (insurance on business, home, health, auto, etc. and EHR!)
      • Gives the VAR an annuity of recurring revenue with renewals.
    • Helps drive high-margin sales
    • Assists in reaching next sales level in Dragon Medical Partner Program
      • Earn more Partner Marketing Funds
    • Sell more Pro Services on the new version installs/training.
roi summary
ROI Summary
  • Know your audience
    • How do they perceive value?
  • Leverage tools
    • ROI Calculator
  • Include the returns that can’t be counted!
  • Oh yeah… and SELL M&S!
roi tool
ROI Tool

Financial Returns

  • Transcription Costs
  • Daily Time Savings per Clinician
  • Revenue Impact per Visit
physician office reimbursement level of service
Physician Office Reimbursement – Level of Service
  • RBRVS (“Resource-Based Relative Value Scale”)
    • January 1992
    • Fee Schedule Maintained by CMS
      • Input from AMA/Specialty Society RVS Update Committee
      • 23 Medical Specialties Represented
    • 90+% of Private Insurers Use
  • Reimbursement Calculation
    • 5 “Levels of Service” Codes for New / Repeat Patients
    • Fee = “relative value” of service + amount of resources consumed
      • = amount of Doc Time + Practice Expense + Liability Expense
      • Adjusted by Geographic Practice Cost Index
physician office reimbursement level of service1
Physician Office Reimbursement – Level of Service
  • Reimbursement requires adequate documentation to support level of service billed.
  • Penalties for “overbilling” (where documentation doesn’t support charge) are SEVERE.
documentation is graded level of service established principally by detail of documentation
Documentation is “Graded” – Level of Service Established Principally By Detail of Documentation

“Level II”

$35

“Level III”

$55

“Level IV”

$85

“Level V”

$115

fallon clinic study results subset
Fallon Clinic Study Results (subset)
  • 57% Improvement in the variance between what was billed and what could have been billed
  • Increased billing from correct coding for first 3 years: $34,762/MD
  • There are both financial savings and non-financial benefits in using Dragon in conjunction with an Electronic Medical Record
    • Physicians love it!
who is responsible for determining the level of service for a patient visit
Who Is Responsible for Determining the Level of Service for a Patient Visit?
  • The coding department
  • Some guy named James
  • The front office staff
  • The superbiller
  • The doctor
  • CMS
customer presentation
Customer Presentation

Why, When, How, and to Whom?

announcing dragon medical practice edition

Announcing Dragon Medical Practice Edition

“Name of VAR” Presentation

about var
About [VAR]

Subtitle

Text text text text text text text text text text text text Text text text text text text text text text text text text

Key Features

  • e.g. Specialties
  • e.g. References
  • e.g. Experience
  • Bulleted text
  • Bulleted text
  • Bulleted text
  • Bulleted text

28

challenges facing physician practices today
Challenges Facing Physician Practices Today

Being as Efficient as Possible Using Their EHR

Maintaining High Quality Patient Notes

Meeting Meaningful Use Timelines

Maintaining Patient Volumes

Maximizing Practice Revenue

How can physicians make their EHRs easier to use?

Is there a proven path to make documenting care both more complete and faster than typing, so doctors can spend more time with patients?

29

the answer is dragon medical practice edition speech enable your ehr
The Answer is …. Dragon Medical Practice EditionSpeech-Enable Your EHR
  • First Dragon Medical Solution for All Clinicians
    • Physicians, Nurses, Therapists, Physician Assistants, others
  • For Practices with 24 Physicians or Less
  • From the Market Leader
    • 180,000+ Clinicians
    • Compatible with All EHRs
  • Accelerated EHR Adoption
  • Clinician Satisfaction
  • Higher Quality Patient Notes

Provider PC with Dragon Medical Practice Edition & PowerMic II

EHR System

30

dragon medical practice edition features and benefits
Dragon Medical Practice Edition: Features and Benefits

Increased Clinician Satisfaction

1

  • 99% accurate out of the box, 15% more accurate than Dragon Medical 10
  • Faster recognition speed – faster than Dragon Medical 10
  • Medical vocabularies – covers nearly 60 medical specialties
  • Hidden mode – dictate anywhere in the EHR, reducing the need to toggle
  • Medical template library – library of macros for standard notes and “medical normals”

31

dragon medical practice edition features and benefits1
Dragon Medical Practice Edition: Features and Benefits

Higher Quality Patient Notes

2

  • Nothing but speech – filters out “ums”/“ahs” and other accidental utterances
  • Recognition analytics – offers voice input advice to improve accuracy
  • Accent support – more comprehensive regional accent coverage

32

dragon medical practice edition features and benefits2
Dragon Medical Practice Edition: Features and Benefits

Accelerated EHR Adoption

3

  • Smart configuration – self-detects hardware to optimize performance
  • New Dragon Sidebar – allows users to discover many commands, tips, and tricks
  • EHR support – only Dragon solution fully compatible and tested with EHRs
  • HIPAA-compliant – only Dragon solution securing patient confidentiality

33

dragon medical practice edition enabling practices to deliver higher quality care
Dragon Medical Practice Edition: Enabling Practices to Deliver Higher Quality Care

Spend More Time With Patients

Dictate in Your Own Words

  • Medical Information at Your Fingertips
  • Increased accuracy means fewer errors to correct
  • More detailed History of Present Illness, more flexible Review of Systems, and more descriptive Assessment and Plan – your medical decision-making
  • Search your favorite medical references by voice (WebMD®, ICD-9, PubMed®, UptoDate®)

34

dragon medical practice edition enabling practices to deliver higher quality care1
Dragon Medical Practice Edition: Enabling Practices to Deliver Higher Quality Care
  • Secure Patient Information
  • Improve Physician Satisfaction
  • Dictate with confidence knowing that Dragon Medical Practice Edition is HIPAA compliant
  • Saves clinicians 30 minutes or more a day, so they can spend more time with patients or get home on time. Allows them to enjoy practicing medicine again

35

dragon medical practice edition yields cost savings and productivity
Dragon Medical Practice Edition: Yields Cost Savings and Productivity

Reduce the Cost of Documentation

Support Higher Levels of Reimbursement

Reduce Denials

Increase Practice Volume

  • Dragon Medical Practice Edition can save $5,000 - $10,000 a year spent on transcription
  • Studies have shown that Dragon Medical’s more complete notes generate greater relative value units (RVUs) than either dictation or typing into an EHR  
  • Improves coding effectiveness and provides richer detail per patient
  • Faster, more accurate response reduces time spent on documentation, allowing clinicians to see more patients and increase practice revenue and profitability

36

sales certification program
Sales Certification Program

The New Nuance University

sales certification program1
Sales Certification Program
  • New On-line Site – Nuance University
    • https://ilearning.seertechsolutions.com/lmt/xlr8login.login?site=nuance
  • DMPE Product Training and Assessment US
    • No-cost
    • Coupon code: CPNDMPEPT
  • Highly Recommended for You and Your Sales Teams
    • Positioning
    • Features/Benefits
    • Demo Scripts
dragon medical practice edition1
Dragon Medical Practice Edition

Presentation Scorecard

presentation scorecard

Rating Scale: 1 – Not Acceptable

2 – Acceptable

3 – More than Acceptable

4 – Excellent

Presentation Scorecard

Certification Criteria

scoring instructions
Scoring Instructions

1. 4 Quadrants

  • Healthcare Knowledge
  • Product Solution Knowledge
  • Delivery Techniques
  • Audience Engagement

2. Indicate criteria achievement

  • Did not meet: 
  • Could have done better: -
  • Met criteria: +
  • Nailed it: +!

3. Score each quadrant

  • 1 = Not Acceptable
  • 2 = Acceptable
  • 3 = More than Acceptable
  • 4 = Excellent
  • Can use 2.5, 3.2, 3.8, etc.

4. Calculate Overall Score

  • Average of 4 quadrant scores

5. Provide feedback/comments

scorecard example

Rating Scale: 1 – Not Acceptable

2 – Acceptable

3 – More than Acceptable

4 – Excellent

Scorecard Example

3.0

Certification Criteria

comments
Comments

Positive Feedback

Areas for Improvement

year of the dragon1
Year of the Dragon

Symbol of Power, Superiority and Rule