Stop Running a 1998 Clinic in 2026

WEBVTT

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You're listening to the PT Pinecast,

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where smart people in healthcare come to

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make noise.

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Here's your host, Jimmy McKay.

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All right,

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if you've ever called the clinic and

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thought,

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how is this still the process in twenty

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twenty six?

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You pressed one, got transferred,

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left a voicemail, never heard back.

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Who's left a voicemail in the last three

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years?

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Meanwhile,

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patients can order groceries in twelve

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seconds and get a car delivered in three

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minutes.

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Health care didn't fall behind.

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It just stayed still.

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Today's guest believes health care clinics

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are losing revenue, leverage and control,

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not because they're bad clinicians,

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because they're running two thousand and

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eight systems in twenty twenty six.

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He's built companies before.

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He understands venture.

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And now he's building AI that answers

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phones, text patients, books,

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visits and removes the friction that's

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quietly draining clinics every day.

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If PTs want to be the first stop

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for musculoskeletal care,

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not the afterthought.

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He believes operations need to catch up.

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Please welcome Albert Katz.

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Albert, welcome to the show, man.

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Hello, man.

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Nice to see you.

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How did I do on the intro?

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Was anything in there wrong?

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Anything false?

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Did I oversell?

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The only thing that would have changed is

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rather than two thousand eight this time,

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thinking of nineteen ninety eight windows.

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Yeah, I mean,

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it does sort of feel like that.

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Right.

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So I think I like the way that

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you sort of phrased it.

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And that's where I paraphrase it for the

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for the intro,

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which is it's not that we stepped back.

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It maybe feels that we stood still.

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while the while the world sort of

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progressed and progressed quickly you said

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most tech though and i love bold claims

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i love starting the episode with bold

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claims you say most tech is actually bs

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so my question to you is what separates

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gimmicks from game changers what is the

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actual separation from sort of bs and

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fluff to the things that can really

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deliver i think

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Any tech in healthcare that requires the

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user,

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AKA the provider or the administrator to

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change their workflow will more often than

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not fail.

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And so when you have technology,

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Often they have very bold claims and often

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they require a complete change in the way

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that you've structured your clinic for the

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past ten, twenty years.

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And so what ends up happening is there's

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just simply no usage.

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So the tech is useless.

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And something that we've

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solely been focusing on is just

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understanding what is the current workflow

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and how do we work within the workflow

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so that there's no additional buttons,

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there's no dashboard to look at,

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there's no additional clicks, right?

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It just works seamlessly.

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Yeah,

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this reminds me when I was in PT

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school,

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I was also by accident training for a

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triathlon and I realized somebody took a

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look at me on my bike

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and how I was holding my arms at

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the end of like the triathlon.

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I'm like, why do you curl your wrists?

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Is that like a strategy thing?

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I go, well, no,

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my arms are a little too long for

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this bike.

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And they literally just said,

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there's a screw right there that you can

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lengthen these.

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I remember thinking, wow,

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like I didn't know that I adjusted myself

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to the bike instead of the bike adjusting

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to me.

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And that was like sort of a learning

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moment in PT school, which was,

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and this is for patients,

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never ask them anything.

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to sort of adapt to the technology,

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the technology is supposed to adapt to

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them.

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It sounds like you're saying the exact

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same thing, but for workflows.

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Exactly, exactly.

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I mean, that's how technology works today.

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And that's how it should work in

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healthcare.

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And unfortunately,

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it hasn't been the case largely.

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Yeah.

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So we're specifically talking to physical

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therapists,

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but the organization you work with touches

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many aspects of healthcare.

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But we'll stay in PT today.

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You said PTs are actually holding

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themselves back.

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It's always fear, though.

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What are they afraid of?

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And then bonus question afterward,

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how do we get them past that?

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Yeah.

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So just a little bit more context.

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Flagler solely focuses on

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AI layer for musculoskeletal.

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So PT, ortho, pain, podiatry,

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we're in thirty six states.

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We started off in pain and ortho and

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now we're really growing into PT after

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seeing our technology work really well

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with the multispecialty musculoskeletal

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practices.

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And what we've noticed,

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and I can't really speak so much for

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all of PT,

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just the PTs that I've seen in these

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multi-specialty practices,

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and this is true for most of

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musculoskeletal,

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is typically a lot of the people that

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go into medicine are more risk averse and

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their path has always been paved for them,

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right?

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So you need this type of GPA to

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get into undergrad,

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And from there,

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you need a specific GPA and an MCAT

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score to get into this medical school.

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And from there,

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you need whatever to score on,

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get whatever GPA and score whatever on

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your test to get into this specialty.

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And you know exactly what the next step

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ahead is, right?

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They never stop and train them on,

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You know, how to manage a clinic,

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when to take risks in business.

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And largely the ones that seem to

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outperform,

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at least from the business angle,

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are those that go above and beyond their

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comfort zone.

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And so something that I have seen

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providers do more and more as payers and

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CMS has been squeezing them on rates is

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they've been forced to reach out and see

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where can I generate more revenue and save

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more money?

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And AI seems to be that really easy

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valve that they can

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but it just takes a little bit of

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time for them to go out and explore

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what company is best suited for them.

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Right.

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Yeah.

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About a year ago,

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I felt like everything just had,

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it felt like cereal boxes.

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Everything had AI inside.

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It was like, we've got AI in everything.

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And I'm sure like you,

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the clinicians out there,

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the practice owners just started thinking,

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I'm just saturated.

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I don't understand what it can do.

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You're talking about the feature or the

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how,

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but not the what or the why.

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So how do you typically talk to a

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practice owner when you've said,

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we've identified the fact that there's

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fear or that they're risk averse,

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how do you sort of speak to them

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when you see that light bulb moment in

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their eyes once they realize, okay,

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here are the things that I should be

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looking for?

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A second ago,

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if it's not in my workflow or it

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makes me do extra work,

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I'm not gonna do it.

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What are the things that you think

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practice owners who are typically risk

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averse need to hear before they'll start

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to consider adapting or adopting

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something?

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Yeah.

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Two things.

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One, very simple.

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The second one is a bit more complex

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and we rarely will see companies do this.

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But one,

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you want one company to do as many

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things for you as possible because you

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don't want to undergo vendor fatigue and,

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you know,

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Downloading all these different point

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solutions that don't communicate with one

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another is going to be challenging, right?

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And then you're going to ask them to

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connect to these APIs and you're going to

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have to deal with six different account

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managers and whatever.

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And one of the things that we've just

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been able to do is because we don't

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go after every specialty and we just hyper

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focus on MSK,

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we're able to offer all of these products

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to you because every one of the features

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is specialized to the specialty.

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And then two,

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as far as the risk aversion,

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something that we've realized our customer

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makes our customers feel a lot safer is

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we take the risk on with them.

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So we pay for the initial installation,

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right?

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The ten thousand dollars,

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let's say we make sure that when we

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go in prior to us even installing our

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software,

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we do deep diligence on the account to

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show them, hey, we're only going to,

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for example, the call center.

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We're not going to charge you a dime

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unless we're able to schedule patients for

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you.

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Once we schedule a patient,

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we'll charge you, let's say,

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two dollars per scheduled patient.

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Right.

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Same thing with RTM.

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You'll see some solutions.

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or they'll charge you about seventy

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dollars per provider per month right that

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requires the provider to take risk what we

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do instead is we say we're going to

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charge you absolutely nothing and we're

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going to use our care management team to

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take care of the patients we'll identify

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the patients you just sign one order form

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a month and.

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We will bill you once we've offered the

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service to that patient, right?

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And we'll bill you ninety to one hundred

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twenty days out.

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So you've already collected the money from

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payers and Medicare.

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So that gives a certain amount of

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confidence and safety to the provider,

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because really,

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if you have a tech company that's telling

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you they're going to save you X amount

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of dollars and make you X amount of

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dollars,

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they should be putting their money where

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their mouth is and taking that risk with

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you.

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And that's something we've decided to do.

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So don't be a point solution and ask

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the questions like,

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how does this work on cashflow?

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These are a couple of different questions

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that maybe weren't brought up in syllabus

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when you were going through your clinical

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education,

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but you sort of have to ask like

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the point solution.

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I mean, if you look at really,

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really popular companies that have

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achieved adoption, which really is,

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I would guess like one of the high

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watermarks of success in technology,

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you look at like Apple or Amazon or

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Google,

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if it's a solution that solves a lot

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of my problems and I don't need to

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hunt and peck,

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that seems like something I should lean

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into.

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So I guess one of the things a

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clinician should ask himself or a practice

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owner is, how many problems do I have?

00:10:08.426 --> 00:10:09.145
Can I list them?

00:10:09.206 --> 00:10:10.886
And how many does this check off under

00:10:11.086 --> 00:10:14.028
one umbrella or one login or one simple

00:10:14.229 --> 00:10:15.690
or one organization or one flag?

00:10:16.476 --> 00:10:16.636
Right,

00:10:16.657 --> 00:10:17.977
and you also want to make sure the

00:10:17.998 --> 00:10:19.178
systems work well, right?

00:10:19.198 --> 00:10:21.519
So like operating system, OS, same thing.

00:10:22.740 --> 00:10:24.922
Mac has a great OS, right?

00:10:24.961 --> 00:10:26.182
Like you download a MacBook,

00:10:26.243 --> 00:10:27.703
you can send texts from there and those

00:10:27.744 --> 00:10:30.105
texts also auto-populate to your iPhone,

00:10:30.326 --> 00:10:30.645
right?

00:10:31.166 --> 00:10:32.626
And the more things you have,

00:10:32.667 --> 00:10:34.888
whether it's an iPhone, iPad, Mac,

00:10:35.188 --> 00:10:36.769
they all work really well together.

00:10:37.570 --> 00:10:39.530
And that's kind of the beauty of what

00:10:39.591 --> 00:10:41.613
we've been going for, right?

00:10:42.393 --> 00:10:44.934
All these solutions will magnify the

00:10:45.014 --> 00:10:45.294
others.

00:10:47.135 --> 00:10:48.857
There's no good story without tension.

00:10:49.578 --> 00:10:52.241
So what are the hidden costs of not

00:10:52.302 --> 00:10:52.982
modernizing?

00:10:53.163 --> 00:10:54.485
What are the things that maybe clinic

00:10:54.544 --> 00:10:58.129
owners aren't even thinking about in terms

00:10:58.269 --> 00:11:00.231
of still operating in nineteen ninety

00:11:00.292 --> 00:11:01.793
eight windows ninety eight?

00:11:04.878 --> 00:11:05.437
Hidden costs.

00:11:05.577 --> 00:11:05.839
I mean,

00:11:05.979 --> 00:11:07.600
the amount of patients here that are

00:11:07.639 --> 00:11:09.721
falling through the care plan for certain,

00:11:09.961 --> 00:11:10.240
right?

00:11:10.341 --> 00:11:11.741
Like that's additional revenue you're

00:11:11.761 --> 00:11:12.663
leaving on the table.

00:11:13.143 --> 00:11:14.764
The additional hidden costs that I guess

00:11:14.844 --> 00:11:17.706
most people oversee the future projection

00:11:17.765 --> 00:11:21.048
of is your expenses aren't stagnant,

00:11:21.248 --> 00:11:23.168
but your revenue is decreasing, right?

00:11:23.188 --> 00:11:26.451
So the amount that you pay for salaries,

00:11:26.490 --> 00:11:28.192
for benefits, right?

00:11:28.293 --> 00:11:30.214
Health insurance, for example, for one K,

00:11:30.254 --> 00:11:32.075
if you match even rent,

00:11:32.628 --> 00:11:34.469
that will continue to increase over time.

00:11:34.808 --> 00:11:37.451
It's forced to do inflation.

00:11:37.490 --> 00:11:41.854
But reimbursement, crazy statistic.

00:11:41.913 --> 00:11:45.056
Between between two thousand to twenty

00:11:45.176 --> 00:11:45.956
twenty four,

00:11:46.657 --> 00:11:48.538
Medicare reimbursement has decreased by

00:11:48.738 --> 00:11:50.678
over twenty three percent for physical.

00:11:50.759 --> 00:11:52.179
Right.

00:11:52.900 --> 00:11:55.381
And if you look at inflation year over

00:11:55.442 --> 00:11:55.763
year,

00:11:56.023 --> 00:11:57.683
it's been two and a half to three

00:11:57.724 --> 00:11:58.104
percent.

00:11:58.524 --> 00:11:59.264
Doing the math,

00:11:59.384 --> 00:12:00.525
the margins are going to continue

00:12:00.566 --> 00:12:01.025
squeezing.

00:12:01.544 --> 00:12:01.684
Right.

00:12:02.005 --> 00:12:03.467
And that's why more and more often than

00:12:03.488 --> 00:12:03.687
not,

00:12:03.707 --> 00:12:04.889
you see the majority of these physical

00:12:04.909 --> 00:12:07.413
therapists having to care for four to five

00:12:08.293 --> 00:12:10.037
patients at the same time.

00:12:10.297 --> 00:12:10.576
Right.

00:12:11.298 --> 00:12:13.120
But that can only go so far.

00:12:13.782 --> 00:12:15.344
So you really have to.

00:12:16.044 --> 00:12:17.807
I'm seeing more and more provider groups

00:12:17.886 --> 00:12:19.149
really turn to technology.

00:12:19.703 --> 00:12:21.485
to relieve of all of the stress.

00:12:21.525 --> 00:12:21.885
Yeah.

00:12:21.946 --> 00:12:22.105
Yeah.

00:12:22.147 --> 00:12:23.528
Clean up the things that fall through the

00:12:23.567 --> 00:12:23.888
cracks.

00:12:23.927 --> 00:12:25.549
Like you just said,

00:12:25.990 --> 00:12:27.331
I'm thinking missed calls.

00:12:28.212 --> 00:12:29.594
Even if the call goes through,

00:12:29.673 --> 00:12:31.056
the intake is slow.

00:12:31.755 --> 00:12:33.638
It's slower to get someone through.

00:12:33.677 --> 00:12:35.860
And I bet the longer it takes someone

00:12:35.880 --> 00:12:37.461
to get through and booked and started,

00:12:38.243 --> 00:12:39.303
They fall off somewhere,

00:12:40.085 --> 00:12:42.486
lost valuations completely,

00:12:43.688 --> 00:12:45.529
and then lower patient lifetime value.

00:12:45.650 --> 00:12:47.131
If you lose a patient now,

00:12:47.692 --> 00:12:48.592
that would have been someone that

00:12:48.634 --> 00:12:50.095
converted and stayed with you for five or

00:12:50.134 --> 00:12:50.716
ten years.

00:12:51.235 --> 00:12:52.638
I bet you clinic owners don't even want

00:12:52.658 --> 00:12:53.778
to start doing the math on that.

00:12:54.139 --> 00:12:56.542
Never mind burnout on your staff.

00:12:56.721 --> 00:12:57.001
Yeah.

00:12:58.020 --> 00:12:59.642
Yeah, a hundred percent.

00:13:00.022 --> 00:13:01.863
I used to be the CFO of a

00:13:01.903 --> 00:13:03.043
musculoskeletal practice,

00:13:03.703 --> 00:13:06.485
and it is certainly hard to see

00:13:06.804 --> 00:13:08.865
reimbursement go down and to look at your

00:13:08.905 --> 00:13:09.726
expenses go up.

00:13:09.866 --> 00:13:12.768
It's very painful to have to open up

00:13:13.668 --> 00:13:16.110
that balance sheet and see exactly what's

00:13:16.129 --> 00:13:16.570
happening.

00:13:16.809 --> 00:13:17.950
Yeah, real painful.

00:13:18.730 --> 00:13:19.870
All right.

00:13:20.071 --> 00:13:20.750
Here's a question.

00:13:20.811 --> 00:13:22.951
If someone out there runs a five clinic

00:13:23.350 --> 00:13:25.091
PT practice, will stay in PT,

00:13:25.631 --> 00:13:27.792
where do they even start with AI without

00:13:27.851 --> 00:13:29.711
blowing up their workflow?

00:13:30.532 --> 00:13:30.711
Really,

00:13:30.731 --> 00:13:32.572
we want to move from theory to tactical.

00:13:32.633 --> 00:13:34.232
Where does someone even start if they're

00:13:34.273 --> 00:13:35.373
sitting in front of you and go, okay,

00:13:35.393 --> 00:13:36.693
man, I believe everything you're saying.

00:13:36.714 --> 00:13:37.514
I'm nodding along.

00:13:38.614 --> 00:13:39.214
But right now,

00:13:40.394 --> 00:13:42.134
the fear of even getting started is

00:13:42.215 --> 00:13:43.475
overwhelming and paralyzing.

00:13:43.514 --> 00:13:44.735
Where would you have someone start?

00:13:46.740 --> 00:13:49.023
I think they need to,

00:13:50.624 --> 00:13:52.885
it varies depending on the practice,

00:13:52.905 --> 00:13:53.466
to be honest.

00:13:53.485 --> 00:13:56.009
Like what is the largest issue, right?

00:13:56.649 --> 00:13:58.691
Where are they having the biggest

00:13:58.931 --> 00:13:59.510
bottleneck?

00:13:59.610 --> 00:14:01.753
Is it where they just want to make

00:14:02.214 --> 00:14:03.955
more money right away as quickly as

00:14:03.995 --> 00:14:05.235
possible, lowest risk?

00:14:05.735 --> 00:14:08.038
Then I would say download RTM,

00:14:08.097 --> 00:14:09.139
but download,

00:14:09.578 --> 00:14:11.520
make sure you use RTM that's not,

00:14:12.081 --> 00:14:13.602
that doesn't require your staff to do

00:14:13.663 --> 00:14:14.823
extra work, right?

00:14:15.244 --> 00:14:16.404
Because if it does, it's going to fail.

00:14:17.129 --> 00:14:19.331
But let's say that they also have a

00:14:19.371 --> 00:14:21.134
lot of patients falling through scheduling

00:14:21.354 --> 00:14:23.655
or not following up on their care plan,

00:14:23.676 --> 00:14:25.057
the six visits that they're supposed to

00:14:25.077 --> 00:14:26.318
have, right?

00:14:26.999 --> 00:14:28.520
Then you would probably want an AI call

00:14:28.581 --> 00:14:30.142
center to keep up with those patients,

00:14:30.201 --> 00:14:31.604
bring them back into the practice.

00:14:32.945 --> 00:14:34.306
And then let's just say now,

00:14:34.466 --> 00:14:35.947
because it's becoming a bigger issue than

00:14:35.988 --> 00:14:37.129
ever in the past three years,

00:14:37.188 --> 00:14:38.330
it's prior authorization.

00:14:39.620 --> 00:14:42.621
Then you want to look at a specific

00:14:42.861 --> 00:14:45.484
AI company that can also do your prior

00:14:45.604 --> 00:14:47.186
auth that's more seamless,

00:14:47.206 --> 00:14:49.006
that doesn't require your people to do it.

00:14:49.567 --> 00:14:50.168
Because again,

00:14:51.288 --> 00:14:53.490
the number of hoops you're going to have

00:14:53.510 --> 00:14:56.072
to jump through because of payers is only

00:14:56.092 --> 00:14:57.634
going to increase and it's only going to

00:14:57.653 --> 00:14:58.654
be more complex.

00:14:59.154 --> 00:15:01.738
So you can't have these short-term

00:15:01.778 --> 00:15:03.519
solutions where you just put more work on

00:15:03.558 --> 00:15:05.360
your administration because something's

00:15:05.380 --> 00:15:05.821
going to give.

00:15:08.068 --> 00:15:08.328
Yeah,

00:15:08.349 --> 00:15:09.690
looking to be less of a point solution

00:15:09.710 --> 00:15:11.331
and more of a thing that could help

00:15:11.351 --> 00:15:12.932
you out with operational efficiency.

00:15:14.833 --> 00:15:15.455
Yeah.

00:15:16.034 --> 00:15:16.515
Oh, sorry.

00:15:17.035 --> 00:15:18.157
No, go ahead.

00:15:18.197 --> 00:15:20.438
The goal of this and the way that

00:15:21.620 --> 00:15:24.442
me and my co-founders looked at the future

00:15:24.481 --> 00:15:29.946
clinic of tomorrow is clinics back in the

00:15:29.985 --> 00:15:32.148
day were really just...

00:15:34.303 --> 00:15:36.085
didn't really have many operators outside

00:15:36.105 --> 00:15:37.465
of, let's say, just one office manager,

00:15:37.504 --> 00:15:37.644
right?

00:15:37.664 --> 00:15:38.826
It was just like the doctor,

00:15:39.285 --> 00:15:41.147
maybe an MA, a nurse,

00:15:41.508 --> 00:15:42.288
and the real estate.

00:15:42.888 --> 00:15:45.068
And now you have this entire back office

00:15:45.089 --> 00:15:49.032
team that has to manage all of these

00:15:49.971 --> 00:15:53.874
extra administrative, I guess, hurdles.

00:15:54.754 --> 00:15:56.294
And our goal is to go back to

00:15:56.355 --> 00:15:57.775
the sixties, seventies and eighties,

00:15:57.816 --> 00:16:00.477
where AI will handle all of that for

00:16:00.498 --> 00:16:00.618
you.

00:16:01.365 --> 00:16:02.926
And you can go back to the way

00:16:02.985 --> 00:16:03.785
things were,

00:16:03.806 --> 00:16:05.206
where you just really have to focus on

00:16:05.246 --> 00:16:05.626
the medicine.

00:16:06.207 --> 00:16:09.328
Like a PT's goal should only be recruiting

00:16:09.369 --> 00:16:12.250
more PTs, finding the right real estate,

00:16:12.791 --> 00:16:14.792
making sure that their staff is trained,

00:16:15.491 --> 00:16:17.754
and that's it, right?

00:16:17.974 --> 00:16:20.115
Let everything else be handled by an

00:16:20.174 --> 00:16:20.735
automated tool.

00:16:22.859 --> 00:16:25.000
If PTs truly want to be first response

00:16:25.059 --> 00:16:27.039
for musculoskeletal issues,

00:16:27.639 --> 00:16:30.520
what operational standards do they need to

00:16:30.581 --> 00:16:30.860
hit?

00:16:30.941 --> 00:16:32.760
What are the things that they need to

00:16:32.821 --> 00:16:36.001
make sure are smooth from a consumer

00:16:36.042 --> 00:16:37.302
facing perspective?

00:16:37.743 --> 00:16:40.722
They need to be really good with referrals

00:16:40.743 --> 00:16:42.524
and bringing patients back in and

00:16:42.563 --> 00:16:44.323
establishing the right connections with

00:16:44.844 --> 00:16:46.085
primary care.

00:16:46.605 --> 00:16:48.784
What we've seen is primary care seems to

00:16:49.144 --> 00:16:51.265
more often than not send patients directly

00:16:51.285 --> 00:16:51.966
to orthopedics.

00:16:52.909 --> 00:16:54.951
which is wrong because the orthos,

00:16:54.990 --> 00:16:56.192
most of those patients don't need

00:16:56.231 --> 00:16:56.732
procedures.

00:16:56.753 --> 00:16:57.653
The orthos will see them.

00:16:57.732 --> 00:16:59.274
Ninety percent of the patients that go to

00:16:59.354 --> 00:17:01.956
ortho for initial visit don't need surgery

00:17:01.975 --> 00:17:03.037
and don't get surgery.

00:17:03.517 --> 00:17:03.756
Right.

00:17:04.137 --> 00:17:05.878
So you have that wasted amount of money

00:17:05.999 --> 00:17:07.339
that could be sent directly to PT.

00:17:07.983 --> 00:17:08.785
Sure.

00:17:08.865 --> 00:17:10.506
And then following that, of course,

00:17:10.546 --> 00:17:12.048
is just making sure they don't fall

00:17:12.067 --> 00:17:12.788
through the care plan.

00:17:13.348 --> 00:17:16.172
The most difficult part of the care plan

00:17:16.432 --> 00:17:18.493
is really just that, you know,

00:17:18.713 --> 00:17:20.695
keeping up with the patients because you

00:17:20.715 --> 00:17:23.117
guys will and do already have a large

00:17:23.157 --> 00:17:24.118
influx of patients.

00:17:24.619 --> 00:17:26.201
But you need someone to continue calling

00:17:26.221 --> 00:17:27.241
them and bringing them back.

00:17:27.682 --> 00:17:28.723
And if not that,

00:17:28.844 --> 00:17:30.965
at least offering some telehealth

00:17:31.006 --> 00:17:31.665
alternative.

00:17:31.807 --> 00:17:32.027
Right.

00:17:32.980 --> 00:17:34.923
And that's a bit more difficult.

00:17:35.424 --> 00:17:36.546
But what you can do,

00:17:36.707 --> 00:17:37.969
and this is one of the things we're

00:17:37.989 --> 00:17:38.449
going to,

00:17:39.009 --> 00:17:41.815
that's slated for us in Q three of

00:17:41.855 --> 00:17:42.536
twenty twenty six.

00:17:43.924 --> 00:17:46.965
is allowing PT providers to essentially

00:17:47.586 --> 00:17:48.846
hire one of our ten ninety nine

00:17:48.886 --> 00:17:52.288
contractors that will see their patients

00:17:52.327 --> 00:17:55.328
that essentially refuse to come in to the

00:17:55.368 --> 00:17:58.951
clinic to see them virtually,

00:17:59.611 --> 00:18:02.392
essentially allowing that clinic who

00:18:03.251 --> 00:18:06.414
had initial contact with the patient to

00:18:07.035 --> 00:18:09.257
now have a revenue share agreement with

00:18:09.297 --> 00:18:11.598
the ten ninety nine PTs that we hire.

00:18:12.019 --> 00:18:14.122
So they're still able to treat the

00:18:14.162 --> 00:18:15.742
patient, go through the care plan,

00:18:16.103 --> 00:18:17.163
let's say on their third, fourth,

00:18:17.203 --> 00:18:17.924
fifth visit,

00:18:18.345 --> 00:18:20.606
because otherwise the patient would have

00:18:20.626 --> 00:18:21.188
fallen through.

00:18:21.832 --> 00:18:23.952
So the original clinic is benefiting

00:18:24.393 --> 00:18:26.373
monetarily and medically because their

00:18:26.413 --> 00:18:27.232
patient's getting better.

00:18:27.733 --> 00:18:29.193
And all of the notes is brought back

00:18:29.253 --> 00:18:30.094
into the EMR.

00:18:30.634 --> 00:18:32.434
And then the PT just needs to have

00:18:32.454 --> 00:18:35.275
a really good form of communication with

00:18:35.295 --> 00:18:37.256
the initial provider.

00:18:38.016 --> 00:18:39.457
And so one of the tools we built,

00:18:39.497 --> 00:18:40.416
and I don't want to...

00:18:41.451 --> 00:18:42.932
I'm happy to take any call with any

00:18:43.272 --> 00:18:44.554
potential PT that would like to have a

00:18:44.634 --> 00:18:45.375
conversation on this.

00:18:45.974 --> 00:18:47.455
One of the additional tools we've built is

00:18:47.476 --> 00:18:51.039
essentially this referral system front

00:18:51.160 --> 00:18:53.442
office tool where it takes in all of

00:18:53.461 --> 00:18:56.084
these e-faxes, scans them,

00:18:56.263 --> 00:18:57.545
creates a patient chart,

00:18:58.086 --> 00:18:59.767
and then reaches out to the patient within

00:18:59.807 --> 00:19:02.349
the first eighteen minutes to book an

00:19:02.369 --> 00:19:02.890
appointment.

00:19:03.230 --> 00:19:03.451
Right.

00:19:04.230 --> 00:19:07.472
um and that's something that further

00:19:07.534 --> 00:19:10.194
amplifies pts to be the de facto

00:19:10.395 --> 00:19:12.977
quarterback in msk because it is true like

00:19:12.997 --> 00:19:14.417
it's a large part of the spend you

00:19:14.458 --> 00:19:17.540
need someone uh to take charge and pts

00:19:17.580 --> 00:19:19.362
are best suited for it right they're the

00:19:19.422 --> 00:19:24.164
most conservative yeah um where does ai go

00:19:24.224 --> 00:19:26.586
wrong in healthcare most often where do

00:19:26.606 --> 00:19:29.868
you see it either failing or not living

00:19:29.929 --> 00:19:31.891
up to what was what was just what

00:19:31.911 --> 00:19:33.612
was what was um promised

00:19:34.266 --> 00:19:34.566
Billing.

00:19:37.387 --> 00:19:41.971
So right now it is just not ready

00:19:42.330 --> 00:19:43.912
to be fully hands-off.

00:19:44.451 --> 00:19:47.193
It certainly can improve billing and prior

00:19:47.233 --> 00:19:47.974
authorization,

00:19:49.105 --> 00:19:50.266
But you still need a human in the

00:19:50.306 --> 00:19:51.527
loop, right?

00:19:51.586 --> 00:19:53.929
So think of it more like a steroid

00:19:54.989 --> 00:19:57.611
and less of like just like a terminator

00:19:57.651 --> 00:20:00.212
that's like able to combat payers.

00:20:01.653 --> 00:20:04.076
And so I would be very weary of

00:20:04.336 --> 00:20:07.278
companies that come and advertise

00:20:07.298 --> 00:20:09.199
themselves as fully autonomous revenue

00:20:09.239 --> 00:20:11.181
cycle management because it's not true.

00:20:11.840 --> 00:20:12.000
Yeah,

00:20:12.582 --> 00:20:14.045
I think that description of the Terminator

00:20:14.085 --> 00:20:15.226
was how a lot of things,

00:20:15.487 --> 00:20:17.028
eighteen months ago, were sold.

00:20:17.730 --> 00:20:18.711
And I think a lot of the early

00:20:18.751 --> 00:20:22.096
adopters felt burned and might be a little

00:20:22.116 --> 00:20:23.798
gun-shy with jumping back in after what

00:20:23.818 --> 00:20:26.063
was promised and what wasn't delivered.

00:20:26.666 --> 00:20:27.487
Yeah, I mean, look,

00:20:27.527 --> 00:20:31.347
like I think you'll see a constant pattern

00:20:31.407 --> 00:20:34.909
of what companies have promised and under

00:20:34.949 --> 00:20:35.388
delivered.

00:20:36.189 --> 00:20:37.568
And it's really just a Google search,

00:20:37.628 --> 00:20:40.049
like, you know, typing X,

00:20:40.589 --> 00:20:42.289
just think of a company that does billing

00:20:42.430 --> 00:20:45.490
type in X company and type in made

00:20:45.530 --> 00:20:46.391
mistakes billing.

00:20:46.451 --> 00:20:48.030
And you'll see multiple articles of

00:20:48.211 --> 00:20:50.071
different practices that have tried and

00:20:50.571 --> 00:20:51.692
unfortunately even failed.

00:20:51.751 --> 00:20:52.672
And yeah,

00:20:52.872 --> 00:20:55.192
I think we're maybe a year or two

00:20:55.212 --> 00:20:55.893
away from,

00:20:56.718 --> 00:20:57.417
being closer,

00:20:57.478 --> 00:20:59.679
but still it's something so sensitive and

00:20:59.699 --> 00:21:00.799
it affects your cashflow.

00:21:01.740 --> 00:21:03.961
You want someone there the whole time

00:21:04.060 --> 00:21:05.602
overseeing it, right?

00:21:05.642 --> 00:21:07.362
That's not something you put down easily.

00:21:08.643 --> 00:21:10.784
If you walked into a PT clinic tomorrow,

00:21:11.584 --> 00:21:13.484
what would make you nervous?

00:21:13.565 --> 00:21:15.026
Either something that's there or something

00:21:15.046 --> 00:21:15.965
that's not there.

00:21:16.006 --> 00:21:17.666
If you were gonna go work with a

00:21:17.727 --> 00:21:19.727
PT clinic for the next year and you

00:21:19.767 --> 00:21:20.667
walked in on day one,

00:21:20.728 --> 00:21:22.368
what would make you nervous?

00:21:22.388 --> 00:21:23.808
What would you look around to hopefully

00:21:23.909 --> 00:21:25.609
see and or not see?

00:21:26.723 --> 00:21:27.984
Well, one, if they don't have an EMR,

00:21:28.025 --> 00:21:29.025
that would make you very nervous.

00:21:29.065 --> 00:21:29.486
But I'm assuming.

00:21:31.906 --> 00:21:32.587
Let's not assume.

00:21:32.627 --> 00:21:33.667
My last job in PT,

00:21:33.907 --> 00:21:35.368
we used paper and pens.

00:21:35.409 --> 00:21:37.109
But yes, hopefully by twenty twenty six,

00:21:37.150 --> 00:21:37.810
we're still doing that.

00:21:37.851 --> 00:21:39.912
That's horrible.

00:21:39.932 --> 00:21:41.492
We saw one practice doing that and they

00:21:41.512 --> 00:21:42.834
had this massive filing cabinet.

00:21:42.874 --> 00:21:43.173
I'm like.

00:21:44.961 --> 00:21:46.163
I brought my dad to an appointment a

00:21:46.202 --> 00:21:47.682
few months ago and I literally leaned in.

00:21:47.722 --> 00:21:49.124
I was like, you have an entire room.

00:21:49.384 --> 00:21:49.624
I mean,

00:21:50.384 --> 00:21:51.423
I guess you could pull that off in

00:21:51.463 --> 00:21:52.443
areas where real estate isn't that

00:21:52.463 --> 00:21:52.845
expensive,

00:21:52.865 --> 00:21:55.224
but this woman had two different rooms

00:21:55.904 --> 00:21:56.905
with file folders.

00:21:56.986 --> 00:21:57.865
And I was just like, man,

00:21:57.885 --> 00:21:59.727
what if a fire happened?

00:21:59.826 --> 00:22:00.567
I also don't even...

00:22:02.494 --> 00:22:03.674
I do wonder, I'm like,

00:22:04.055 --> 00:22:07.175
if you are adopting at least an EMR,

00:22:07.336 --> 00:22:09.037
are you reading into like the latest

00:22:09.096 --> 00:22:11.458
medical literature or something like that?

00:22:11.498 --> 00:22:13.458
Like there has to be,

00:22:13.857 --> 00:22:15.439
something's wrong there, you know?

00:22:15.479 --> 00:22:16.459
But whatever.

00:22:17.519 --> 00:22:17.778
I digress.

00:22:17.798 --> 00:22:18.659
What would make you nervous,

00:22:18.700 --> 00:22:20.160
seeing there or not seeing it?

00:22:20.240 --> 00:22:21.140
An EMR is one.

00:22:21.900 --> 00:22:27.862
I think it's less about what the practice

00:22:27.922 --> 00:22:30.403
has and more of the ethos of the

00:22:30.462 --> 00:22:31.022
practice.

00:22:32.167 --> 00:22:35.808
like if you go into an account and

00:22:36.309 --> 00:22:41.991
everyone is very weary of technology or

00:22:42.271 --> 00:22:44.113
they're very stuck in their ways and

00:22:44.153 --> 00:22:46.193
haven't changed anything since like,

00:22:46.334 --> 00:22:47.753
you know, the, let's say,

00:22:48.335 --> 00:22:51.056
the early two thousands, things like that,

00:22:52.135 --> 00:22:54.916
then I would be quite worried because

00:22:54.997 --> 00:22:56.278
there seems to just be a bunch of

00:22:56.317 --> 00:22:58.578
hesitation with AI is gonna take your job,

00:22:59.759 --> 00:23:00.078
right?

00:23:01.200 --> 00:23:01.839
And those that,

00:23:04.922 --> 00:23:07.222
the capabilities and the benefits of it i

00:23:07.262 --> 00:23:10.505
think are going to be more so enemies

00:23:10.924 --> 00:23:13.346
to the cause rather than supporters all

00:23:13.365 --> 00:23:16.826
right uh last question before we hit you

00:23:16.846 --> 00:23:18.347
with the parting shot what's something

00:23:18.387 --> 00:23:22.049
clinic owners think matters but it

00:23:22.109 --> 00:23:23.871
actually doesn't what is something that

00:23:23.891 --> 00:23:25.570
clinic owners buy into that they think

00:23:25.611 --> 00:23:28.673
matters but when it all is said and

00:23:28.692 --> 00:23:30.012
done it really doesn't matter it's not

00:23:30.032 --> 00:23:33.234
that big of a deal oh man oh

00:23:33.414 --> 00:23:33.515
man

00:23:34.755 --> 00:23:37.556
that's really hard i would have to think

00:23:37.596 --> 00:23:39.416
about that because there's a couple things

00:23:39.436 --> 00:23:42.317
there are you can pick you can pick

00:23:42.357 --> 00:23:48.560
more than one that's all right i i

00:23:48.601 --> 00:23:49.882
would have to get back to you on

00:23:49.922 --> 00:23:52.803
that i i really i don't

00:23:54.298 --> 00:23:54.417
Well,

00:23:54.438 --> 00:23:56.518
I guess I think you might have already

00:23:56.538 --> 00:23:57.398
answered this one too,

00:23:57.439 --> 00:23:59.699
which was if it has AI in it,

00:23:59.739 --> 00:24:00.419
then it's good.

00:24:00.598 --> 00:24:02.559
And I feel like that's not actually true.

00:24:03.259 --> 00:24:03.980
Oh, I see.

00:24:04.259 --> 00:24:06.700
Yeah, I see.

00:24:06.779 --> 00:24:08.721
I mean, I think a lot of people...

00:24:11.921 --> 00:24:13.221
Oh, here's one.

00:24:13.241 --> 00:24:15.301
This is the one I learned myself.

00:24:16.001 --> 00:24:17.461
Yes, obviously, if it has AI,

00:24:17.541 --> 00:24:18.782
it doesn't mean it's true.

00:24:19.962 --> 00:24:20.942
But it's also...

00:24:23.273 --> 00:24:26.515
People look at administrators, right?

00:24:26.555 --> 00:24:28.977
And they see like these fancy MBA business

00:24:28.997 --> 00:24:29.557
degrees.

00:24:30.457 --> 00:24:34.118
Like I went to Wharton and they typically

00:24:34.378 --> 00:24:37.480
associate you with being able to just be

00:24:37.500 --> 00:24:39.141
standardly good at business and knowing

00:24:39.181 --> 00:24:40.342
how to operate a clinic.

00:24:41.061 --> 00:24:42.102
And that's also false.

00:24:42.603 --> 00:24:43.623
That's completely false.

00:24:44.502 --> 00:24:47.023
I think that to be honest,

00:24:48.704 --> 00:24:49.986
I made a lot of mistakes early on

00:24:50.006 --> 00:24:52.247
when I was operating and I,

00:24:53.532 --> 00:24:56.354
realize that it doesn't matter what school

00:24:56.413 --> 00:24:58.253
or program you graduated from.

00:24:58.615 --> 00:25:00.595
It's really just a combination of

00:25:00.835 --> 00:25:02.276
experience and creativity.

00:25:03.215 --> 00:25:05.396
And if you're able,

00:25:05.957 --> 00:25:07.576
like health care in itself is a separate

00:25:07.596 --> 00:25:08.357
monster, right?

00:25:08.417 --> 00:25:11.759
Like the way that our system works is

00:25:12.278 --> 00:25:12.939
like none other.

00:25:14.032 --> 00:25:17.034
And what you really need is just to

00:25:17.173 --> 00:25:18.815
understand the system in and out,

00:25:19.355 --> 00:25:21.555
understand how your specific clinic works,

00:25:22.096 --> 00:25:23.875
and then figure out what are the levers

00:25:23.895 --> 00:25:26.457
you can pull and be very creative.

00:25:27.057 --> 00:25:29.577
Don't follow everything you hear from

00:25:29.657 --> 00:25:30.298
other people.

00:25:30.577 --> 00:25:32.398
Take bits and pieces and figure out how

00:25:32.419 --> 00:25:35.259
to incorporate it into your own.

00:25:35.279 --> 00:25:36.500
That's, I would say,

00:25:38.039 --> 00:25:38.820
that's one thing that

00:25:40.528 --> 00:25:42.849
I think that stuck with me, right?

00:25:42.910 --> 00:25:44.310
Fancy degrees are fancy degrees and

00:25:44.351 --> 00:25:44.851
nothing else.

00:25:45.352 --> 00:25:45.551
Yeah.

00:25:45.571 --> 00:25:46.633
Can you execute or not?

00:25:47.252 --> 00:25:47.532
Yeah.

00:25:48.134 --> 00:25:48.413
All right.

00:25:48.453 --> 00:25:49.714
Last thing we do on each episode is

00:25:49.755 --> 00:25:51.316
called the parting shot.

00:25:52.356 --> 00:25:54.398
This is the parting shot.

00:25:54.919 --> 00:25:56.319
One last mic drop moment.

00:25:57.000 --> 00:25:57.800
No pressure.

00:25:58.240 --> 00:26:00.343
Just your legacy on the line.

00:26:02.355 --> 00:26:04.116
Parting Shot is brought to you by our

00:26:04.176 --> 00:26:06.759
friends at Empower EMR.

00:26:07.499 --> 00:26:08.439
Oh, it slows you down.

00:26:08.479 --> 00:26:10.480
If you've chosen an EMR that slows you

00:26:10.520 --> 00:26:12.382
down, that is a personal choice.

00:26:12.402 --> 00:26:14.482
They give you speed at Empower,

00:26:14.603 --> 00:26:16.463
clean workflows and features PTs actually

00:26:16.523 --> 00:26:17.284
ask for, better notes,

00:26:17.324 --> 00:26:19.605
faster documentation, smoother operations,

00:26:19.644 --> 00:26:21.046
and customer support that doesn't ghost

00:26:21.086 --> 00:26:21.246
you.

00:26:21.686 --> 00:26:22.767
Upgrade your clinic's brand at

00:26:22.807 --> 00:26:24.887
EmpowerEMR.com.

00:26:25.008 --> 00:26:26.048
Albert, Parting Shot,

00:26:26.068 --> 00:26:27.210
just the last thing you'd want to leave

00:26:27.230 --> 00:26:27.750
with the audience.

00:26:28.210 --> 00:26:30.030
Mic drop moment, soapbox statement,

00:26:30.490 --> 00:26:31.692
can be anything, it's yours.

00:26:35.996 --> 00:26:38.018
If you're looking to bring your practice

00:26:38.097 --> 00:26:39.818
in the the twenty second century,

00:26:40.179 --> 00:26:40.980
just give us a call.

00:26:42.019 --> 00:26:42.820
Yeah.

00:26:43.121 --> 00:26:45.403
Say it one more time.

00:26:45.942 --> 00:26:46.604
FlaglerHealth.io.

00:26:47.845 --> 00:26:48.224
Perfect.

00:26:48.644 --> 00:26:48.944
Excellent.

00:26:49.266 --> 00:26:50.686
We'll put all that information and the

00:26:50.727 --> 00:26:52.007
link in the show notes as well.

00:26:52.107 --> 00:26:52.307
Albert,

00:26:52.327 --> 00:26:54.848
appreciate you for the time and for the

00:26:54.890 --> 00:26:55.269
insights.

00:26:56.130 --> 00:26:56.790
Thank you, Jimmy.

00:26:58.755 --> 00:26:59.836
That's it for this one,

00:27:00.096 --> 00:27:01.777
but we're just getting warmed up.

00:27:02.257 --> 00:27:04.178
Smash follow, send it to a friend,

00:27:04.378 --> 00:27:06.039
or crank up the next episode.

00:27:06.559 --> 00:27:07.580
Want to go deeper?

00:27:07.721 --> 00:27:10.041
Hit us at pgpinecast.com.

00:27:11.303 --> 00:27:13.284
Or find us on YouTube and socials at

00:27:13.304 --> 00:27:14.565
pgpinecast.

00:27:14.964 --> 00:27:17.247
And legally, none of this was advice.

00:27:17.326 --> 00:27:19.067
It's for entertainment purposes only.

00:27:20.749 --> 00:27:21.328
See, Keith?

00:27:21.528 --> 00:27:22.589
We read the script.

00:27:22.890 --> 00:27:23.570
Happy now?