No business can level up their patients’ experience if they don’t understand the customer’s journey. The host of Healthcare DisruPTion Podcast, Jerry Durham, PT, has built a reputation in the PT industry as an outspoken expert who sees things with a different perspective. Jerry and his partner, Sturdy McKee, decided to take their physical therapy practices out-of-network before it was trendy or even a consideration for most PT owners. However, because of his view on things, he has also turned his experience and outlook into an opportunity to share what it takes to create the clinic and business that you ultimately want for your patients’ experience. As he takes us through the lifecycle of a patient and their interactions with the physical therapy clinic – from the initial call through the billing cycle – learn about the essential roles of the front desk and the ten-point checklist if you aspire to hire the right person and empower them to be successful. On the side, find out the difference between customer experience and customer journey, and understand the customer lifecycle.

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