The Art of Credentialing

1. The Art of Credentialing Presented by: XXXX Allergan Practice Consultant This presentation reviews approaches to maximizing educational opportunities with patients. It is not intended to encourage the sale of products, services or procedures that are unnecessary for a particular patient. The healthcare provider is exclusively responsible for determining the need for, and safety of, any particular treatment or procedure.

2. The Art Of Credentialing Being able to educate the consumer about YOUR provider(s), practice, and procedures… makes ALL the difference to a prospective patient when selecting a provider.

3. PURPOSE Credentialing provides the consumer with… the necessary reassurance that they are, in fact, making the right decision in choosing to do business with you.

4. Staff Quiz What are the two key initial contact points between a prospective patient and your practice? What are the two primary pieces of information which should be in the “greeting” to an incoming call? Why should a patient choose your practice? Why should a patient choose one of your providers? Where did each provider go to college and medical school? Why should I ask a cosmetic caller their name? What are the “call to action” steps for a telephone caller? If a caller will not schedule an appointment, what information should be requested? What is the #1 reason patients leave or do not return to a practice?

5. Why Credential When a customer asks if you perform a specific procedure, he/she is really asking: • “How good are your results?” • “How many do you perform?” • “Why should I select your practice over the one down the street?” • “What makes you different?” Providing the answers to these questions will provide the caller with the confidence he/she needs to schedule an appointment with YOU!

6. The 3 “P’s”of Credentialing Provider(s) Practice Procedures

7. National Database % Yes2 % Booked3 The call recipient credentialed the provider. 28.6% 84.2% The call recipient credentialed the practice. 16.6% 90.7% The call recipient credentialed the procedure. 28.7% 85.2% Footnotes: 1 The database averages illustrated above are derived from the Allergan/BSM national database maintained in association with this program. The results currently include over 3,000 individual telephone calls from more than 500 practices. 2 The results for the percentage of "yes" indicate the percentage of call surveyors who selected "yes" for a given question. 3 The percentage booked above relates the percentage of "yes" responses to the instances the surveyor agreed or strongly agreed to book an appointment.

8. Credentialing your Provider(s) Questions to Answer to Credential Your Provider • Is he/she board certified? In what? • How many years has he/she been in practice? • Where did he/she receive his/her training? • Has he/she received any special training? • Is he/she a member of any special society or group? • What types of procedures and how many does he/she perform? • Is he/she known for anything specific such as a technique? • Is he/she known as a trainer or educator? • Is he/she recognized by any manufacturer for his/her volume? • Has he/she been published or a national speaker on the procedure?

9. Credentialing your Practice Questions to Answer to Credential Your Practice • How many years have you been in business? • How many providers do you have? • What is the practice’s specialty or specialties? • Is there anything different or special about its location? • Is there anything different or special about its environment? • Do you perform the cases in your own ASC or surgical suite? • Is the practice recognized by any manufacturer for its volume (i.e., Diamond, Platinum Plus)?

10. Credentialing your Procedures Questions to Answer to Credential Your Procedures • How long has the product been on the market? • Is it FDA approved? • How many patients has the product been used on? • What is the patient satisfaction with the product? • Who performs the procedure and why is this person better? • How good are your results? • Role Play consensus/document responses

11. Credentialing Opportunities and Resources Credentialing Opportunities Credentialing Resources • Incoming patient inquiries (telephonically or electronically) • During patient consultations • Provider and staff bios • Provider diplomas, certificates, and accreditations • Before and after photographs

12. Create your credentialing statements 1 Pick 3 to 4 credentialing statements for your provider(s). 2 Pick 2 to 3 credentialing statements for your practice. 3 Identify and credential your top 3 procedures. Procedure 1: ________ What is a credentialing statement for this procedure? Procedure 2: ________ What is a credentialing statement for this procedure? Procedure 3: ________ What is a credentialing statement for this procedure?

13. credentialing statement Examples “Dr. Jones is double-board certified in plastic surgery and facial plastic surgery and has been performing surgical procedures for over 15 years.” “Our practice has offered breast augmentation procedures for almost 20 years and we focus on ensuring our patients achieve their desired result.” Practice “Breast augmentations are one of our most popular procedures and our patients love their outcomes!” Provider Procedure

14. Credentialing creates an expectation of what value a customer can anticipate from your provider(s), practice, and procedures. When you are able to effectively credential and execute against that promise of value and patient focus, patients will return to your practice.

15. Thank You! APC113176 05/18