127 - Implementing PROVEN Telemedicine Marketing Strategy for Medical Practices And Businesses

March 26, 2020

Profit Engines Show: Digital Marketing Strategy and Process for success, business tips, sales tactics and more. The show includes real true case studies from Matt's Agencies Customerbloom and PracticeBloom. Guest interviews from experts, increase your understanding of advanced business concepts and life productivity.

In this podcast, discover how to build a solid marketing plan and system for providing virtual consultations using Telemedicine to specifically address caring for patients during the COVID-19 pandemic.

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Matt Coffy: All right. Welcome to the next episode, number 127 of profit engines. Today we're talking about implementing proven telemedicine marketing strategies for medical practices. This is your gig. If you are a medical practice, listen to this podcast. We are implementing telemedicine across the boards for all of our practitioners now that are looking to do online consultations. We are marketing their practices, we are internally getting them set up with the right platforms. We are introducing new revenue into practices by getting these online consultations set up. So if you are interested in this, even if you're not a medical practice or you have a business, these online consultations are now the thing to do. It's the only thing left in the code world that we have. So please pay attention to this episode. It's extremely important. If you are trying to get your practice or your business back up and running this as a way to do it, you need help.

Matt Coffy: Let us know. Okay folks, I started a really good discussion over the last couple of weeks with a lot of practitioners that we've worked with and today is the time to think about your medical marketing strategy for telemedicine. in today's environment, especially if you have a practice that is shuttled right now because of a potential lockdown or if you're looking to get telemedicine installed into your practice and you haven't figured it out or if you're just looking to get better at it, we've come up with some very good conclusions on how to accomplish this and we're actually doing it not talking to you about stuff that is theory. This is actually implemented into the field and we are taking on virtual consultations now. So if that's what you're interested in, listen, as much as you can to this. Certainly I can get back to people who have got really deep questions on how to implement, but this is going to cover a lot of the things that we talked to our practitioners about today.

Matt Coffy: And if you're willing to give this an opportunity to be implemented in your practice, and the things that will change will be opportunities that you're going to get as opposed to other practices who are now implementing. And that is the key. This is a time to market speed to market issue. A people who are starting to get this engaged in their practice and starting to get wins on the table, not only feel better about their practice, but this is actually revenue that is going to show up in your books. So think about that. A, don't be shy about the fact that this is new. Be aware that this is available and it's for you right now. So let's get through this. Mmm. Customers are still there. The patients haven't gotten anywhere, whether you have an aesthetics practice, gastro practice, psych, psychiatric, dermatology, PT.

Matt Coffy: All these patients are still asking questions. All these patients are still out there. They are willing to work with you and talk to you. They have got absolute needs. They have not gone anywhere. Even general practices, pediatricians, the list goes on and on and on. There are opportunities to work with new patients out there that are looking for help and they have insurance or they're willing to pay directly. I know in some cases we have a lot of patients that are coming through that have never even thought about telemedicine that are now so involved with this practice that we've started with some of our, clients that, it is amazing that this didn't exist before, but this has happened for a reason is that you can start to have these conversations and start to diagnose and help people over the phone. Things are going to change dramatically in the next couple of weeks.

Matt Coffy: He should think about these things as you go through this presentation in your own practice. So people are isolated. They are, they're out of their minds at home there. They're spending so much time with their family and their kids are, and these are the things that are going to happen. It's like a natural evolution of the business is that this is going to be something that is going to be part of today's world. kids are going to get sick. Parents are going to have challenges or even there just from an aesthetics practice, they're even just looking to have a better day, feel better about themselves. There's so many different variations of this, but the key is to think through the models that I'm going to present here and understand how this all works. The time spent alone, it's just inevitable that something's going to happen in the medical community with no matter what the derivative of, of the practice might be.

Matt Coffy: as I'm going to show you, we have practices that are lining up to get telemedicine established, set up and running immediately to take on new patients or work with their existing patients or just allow people to know that they're still in business as the biggest challenge we have today is that, you know, this bury the head in the sand mentality has got to stop. You've got to get out there and do the thing. You gotta think, right Think, think strategically about your business, think about what's going on in the industry. This is where it's time to shine, to be a leader in your community. now some of this is respectful for aesthetic, some of this is respectful for common procedures. but I want to make sure that you think about this as you watch this from your practice perspective, how it might have an impact for you.

Matt Coffy: You probably might've thought about it if you're watching this video, you've probably more interested specifically for the ways that it's done more than anything else. So let's talk about that one note. And in our case where we're starting to do, Mmm. A lot of stuff around a psycho or, or not just psychiatry, but any of the, the mental illness counseling, those are huge right now to work with. So if you're in that category, you have to really think about what's happening and, those people who are affected, they are probably the number one thing to work on. if you're in that category because of the elements related to how it's noninvasive and that the people can be reached out to immediately and be, spoken with and worked with. So you've got to change your messaging right away. You've got to change your strategy.

Matt Coffy: You know, it's a great time to position yourself as the thought leader in your category and in your local area. Become the person that's right for this messaging so that people are looking at you as someone who can help the community. That's the critical component and honestly that is really where you as a practitioner have got to think this through because this is the time where you have the opportunity to actually grasp market share, where other practices are going to be deflating their, strategies. You can come up with a strategy that can start to communicate with clients and patients immediately so that you have the opportunity to leverage your assets in front of people who have got a hundred percent attention. That's really what's going on today is that there is so much demand in the social media space, especially for entertainment and information. And actually really just good content.

Matt Coffy: Mmm. You've got to change your ad strategy if you're running ads to reflect that you're fully engaged in telemedicine. Now, especially if you are in a situation where you're in a lockdown and you can't provide physical services, you have to really think about what this means for your client. There's assurances back to their client that you're giving them the feeling that they're being taken care of, especially for new potential patients. That Pell, your telemedicine strategy is running and up and going and that you can take new patients and have new discussions. This is a longterm game. This is a marathon, not a sprint, and especially right now. You've got to think about the longterm ramifications of building revenue because things will be difficult for the next couple of months as people get back into the stride of actually working and doing things regularly, and if you are the person who shows up at the game right now, you're going to be remembered forever is taking that leadership position but a banner on top of your website.

Matt Coffy: Let people know that you are open, that you're available, that you can take in consultations over the phone and through video right now and that's what this presentation is for. To show you how this is working in examples that we are doing in the market right now. Most important, be aggressive. This is not the time to go and hide under a rock. Please do not do that. You are not defeatist. You are not someone who will take it lightly. Get ahead of this. Don't be afraid and step up to the plate and start making your business viable again through telemedicine. It is the number one way right now how to have an impact on your business. If you want continue to grow, get new clients and capture data. You're capturing new client information every single time you put out ads into the social medias and you actually are going to start to run new potential revenue now and in the future.

Matt Coffy: So let's take a look. Record. Telemedicine was social media. The amount of things that are now being done that have changed. We've talked to some of the platforms that would take the traditional telemedicine and going from a, not doubling or tripling or quadrupling their amount of downloads of their platform to work in this environment, but 2,500 times the amount of downloads in just the last couple of week, the last couple of weeks to get people onboard into these telemedicine platforms. People are going to adapt. The platforms are now there and you have to think about that. The expansiveness, the competitors are going to come in as well. So you've got to think ahead of the game. The only reason why you won't get the call or the only reason why you won't get engaged is that one, you don't, you don't do anything to tell people you're open and sure if, if this is you and you're shutting down and you don't feel like you, you want to participate.

Matt Coffy: okay, I get it. the UCOP the apocalypse or apocalypse is coming and the world's gonna end, but I don't think that that's the way most people think. I think there's a short term window here to capture and be with people. And be a leader and be part of their world. The reality is that competitors are going to also into this space. So the only reason why you won't get the call is that one, you're not there. And the competitors picked up the clients that are out there who are looking for services. And again, it could be any myriad of services in a medical practice world. There's variants all across the board. I know this doesn't apply for every single individual practitioner, but there are certainly ways to work through this in communication and contents, the way to do it and getting these things started.

Matt Coffy: So we're doing this game on. We are in the space. You can see here our ads running behind us here. We have got yeah, gastro guy. We've got a statics, we've got psychology. So we are running ads and taking in new consultations. There are new consultations coming into these environments. So if you are prepared to do this, you can follow the ball or bouncing ball here and watch what happens on how we're doing this. It's very simple. This is not have to be complicated, but you do need to know the way of the road here, which is that you need to put some, let's just say systems in place so that you don't get overworked with a lot of the scenarios that we're seeing. What's happening, so you can understand is that a lot of the existing online medical providers are so overloaded because that's the first thing people want to do is they want to go see a medical provider, but they don't want to go to a hospital.

Matt Coffy: They don't even want to think about it because it's so crazy right now in the more traditional medical environments. So what do they do They go online and look for online medical and all those online medicals are all overloaded. They've got three hour waits just to get in touch with someone, to communicate, to get to a person, to set up an appointment. You as a practitioner can get involved, and again, I know that's more traditional medicine, but it doesn't really matter. It's very much the same because it's all across the boards where there's so much demand now in this telemedicine world that even showing up and saying that you have the ability to be part of their world is an instantaneous gratification that that client or that new patient for potential new patient has the opportunity to see you and that they know they can get in touch with you quickly and that there are systems now in place that we've implemented to quickly make that happen and make them feel well received. And that's the critical component because it's not just about running a bunch of ads and collecting data on your patients. It's about following up, making sure that they're filtered correctly and making sure that they're getting handled. And that's what we've been able to do with these folks that we're working with is to process the patients through the patient journey correctly. And that's the key, how you're going to survive and thrive in this new world.

Matt Coffy: Really, it's a three step process. It's running the ads, it's collecting the data, confirming the data, and then getting through to asking for a phone call. Or in our case, we'll, we'll actually set up all the systems behind the data capture to provide a sense of implementation where even if they're not ready to make a phone call or they're sheepish about making a phone call, the followup systems will take them through the process of getting connected to your practice. And you can see here getting the name and information and then, and then collecting and publishing out saying, okay, great, we've got your information, we'll contact you. and then the phone call if they have the option to do that. So right through Facebook and Instagram, this can be done. you can also do it through Google, but I think the key is in social media right now, you've got a great advantage to get low cost inbound leads through the channels that people are spending four hours at minimum per day on a, in general with what we see for, the industry.

Matt Coffy: So three step process again, capture the lead casual initial set of data through a social media strategy ad initialize the call strategy through that. If they don't want to make the phone call or the the, the lead comes through and they're not ready to take the phone call. We set up all the following followup systems and messaging strategy and filtering systems. And so that's where it all becomes relative to you. Cause all this stuff is put on automation. We've, we've built these systems for existing practices for 10 years and now we're building them for telemedicine and it's working very well because what's happening is that there's so much inbound influx now for leads that you have to sort of now work with the systems that we've created in another format, which is a virtual consultation. It's very much similar as doing a traditional consultation. The only difference is is that you're actually doing it from a device, right So really what you're looking at is a different modality, but the same criteria. There's the same personality, the same strategy. In fact, in some of the cases we found better outcomes because people are willing to give up more information cause they're at home and they feel comfortable about their situation.

Matt Coffy: Okay, so follow up and booking strategy. That is the key here. So what you really want to think about is following up and making sure that people are being managed properly. And that's what we do. That's our secret sauce is not only running the ads and helping get new patient acquisition or existing patients back into the system, but following up and booking the patients into consultations. So we follow up, by SMS, an email, Facebook messaging, voicemail messaging, self guided set appointments. So setting themselves to get in touch with a patient care coordinator to work through the strategy of the billing and insurance if that's necessary or just a cash pay or on the other side we're actually also doing followup web survey strategy and filtering. Now this becomes very interesting because if you get to a point where you're going to get a client on board, you want to make sure that you've got a good candidacy.

Matt Coffy: So we're actually running, back to the phone again. Everything's on a phone, right every or it's pretty much going to be that or a laptop. But the concept is, is that on the phone it's the same thing. We take them through, assessments and what's good in this particular case on a lot of the different categories. If you want to run assessments, you can start to collect data and insurance information. And so I'll show you an example of how that might work, where we re bring somebody through a pain assessment tool. they talk about their, their, their their pain. And at the end there is a self guided insurance questionnaire. So think about these things in your practice and how that might make sense. I know for some of the aesthetics and other ones that don't take insurance, it doesn't really matter.

Matt Coffy: But this pain assessment tool can be pivoted into any industry, whether it's gastro or psych psychiatric or, pain management. There's so many different variables in there. But we've been doing this for so long that we've found that these things get clients or patients engaged. And every time they click a button, it's like a yes and they'll give you the information because they want resolve their pain or their issue. So think about these as part of the strategy through your trans, your, your, your ability to take a patient through and then get them filtered into a better model where you can actually see the level, the information and the data. So all that data comes into us and then it goes into our central command center. So we have built a very specific patient base, lead management flow. This is before it gets to EMR, ours or any of the internal systems.

Matt Coffy: This is just a lead management flow and all the leads come in and then they are then designated into different segments. So you can see here we've got new leads, hot leads, concerts, requested, console, scheduled no-shows. So all of those different elements are now bringing, brought in so that you can manage the lead pipeline. So what we've really seen is that this has become a criteria and each one of these placards has all that data and information that you've collected from the patient. Whether it's just a drop in from Facebook or it's a pain assessment tool, all that information will be in there. So you can start to collect data. Now all the followup mechanisms and all the, what we call drip campaigns behind this, let's say someone clicks on, they become a lead, but they don't call you and they disappear and you don't know what happened to him.

Matt Coffy: Well, there's followup systems that are going into these, individuals who've come through to get them over to the consult scheduled strategy. So as long as we can work with a care coordinator on the front end, we help train and get them through the real elements of this business, which is to get people from a suspect to a prospect, to a person in a chair, in the normal world, to now a person in a console scheduled for a telemedicine appointment. So we help and train staff to do this. And this has been very effective when you have people who are actually out in the field who have, worked with, practitioners and, and care center coordinators and, front desk people to give them the ability to help coordinate so that the doctor doesn't have to do a lot of this work. What we really want to do is take a lot of the work off of the shoulders of the front desk and the people in order to solve the bigger question, which is how do you get people through the processing of, running medical marketing too, in a, in a telemedicine app.

Matt Coffy: How do you get there without, without breaking the existing infrastructure and without challenging the front end and the front desk. We try and do that for all of our practitioners and train them as best we can so that they don't have to, have more work to do. It's actually less work because of all the automation.

Matt Coffy: Once they're checked in, you've got a either insurance, so you've got a payment or a down payment or you've agreed on terms. Now you go out and you, you communicate with the client, pre-check in for the telemedicine and you give them some instructions that they know what they have to do is very, very basic stuff. Just making sure they have a browser, all the stuff, and obviously depending on their age or their experience, there's a little bit of, challenge sometimes, but most of the time when you're talking about the service and systems that we're using, we're using the most simplified platforms so that, we will get an easy occurrence of having that patient go through and have a good, experience on the inbound strategy for the first time that they have a telemedicine, strategy. Again, after you've captured insurance, you're booking, you're going to the Telecare app.

Matt Coffy: The apps that we use right now, the main one we're using is doxy.me. It's a great app. it, it's very simple and we've been very successful with it. it's very easy to use and it's just a link. It's literally just one link that goes to the client. They click it and there they sit in a little waiting room until the doctor shows up. It's an online waiting room and it works brilliantly. And we've had a lot of good success. these consultations are going on right now, with our clients and for you. You can start this whole process as well as very simple as well for the doctor or the practitioner to start this on their own. And it works from obviously any device, on both sides. So this is a quick review of how to do telemedicine and how you want to get to the market immediately as you can because this is the time before everybody else jumps in.

Matt Coffy: I would highly recommend if you want, you can email me matt.coffee at customer bloom.com. My phone number is right here. These are the things that you can do to contact us if you want to get started. We are here to start to execute. Our team is strong and has a great background in getting customized strategy up. We've got very reasonable price plans to get people initiated. So get in touch with us. If you're interested in working on your own telemedicine strategy, it's the time of your life right now. If you have not started thinking about this and you are a medical practitioner, please start because you're going to want to do this as the days go by. it isn't important for the community. You are in ants and important for you as a win and a step up in your practice.

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