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Uriah Guilford on Patient Intake: The Game-Changing Power of AI and Virtual Assistants
EPISODE SUMMARY
In this episode, we're taking a strategic pause to get a behind-the-scenes look at the very game we’re playing by talking to a game changer himself, Uriah Guilford. He's a licensed therapist, group practice owner, and the head nerd at Productive Therapist, a virtual assistant company that serves providers in private practice.
We're diving into the complexities of the patient registration process and uncovering the real costs of inefficiency, including lost revenue, patient dissatisfaction, and staff burnout. Uriah shares a powerful story from his early days that underscores why patient registration and timely callbacks should be a top priority for every practice. We'll also discuss how early adoption of technology and AI, like conversational AI agents, can transform your intake process and provide a level of service that will "surprise and delight" your clients.
Finally, we’ll talk about how to get started on overhauling your intake process and the value of outsourcing your intake to a virtual assistant. You'll learn the single most important thing to do when you're ready to improve your process and discover the one piece of advice Uriah would leave you with if he could only share one thing about patient intake.
KEYWORDS
Revenue Cycle Management (RCM) , The Claim Game , Patient Registration , Patient Intake , AI, Virtual Assistant , Productive Therapist , HIPAA , Private Practice
TAKEAWAYS
The Phone and Calendar are Key: If you want to dominate your market, you have to manage two things: the phone and the calendar. A fast, efficient response to new inquiries is the highest level of service you can offer.
A Bad Intake is Costly: Inefficiencies in the patient intake process can lead to negative client experiences, lost revenue, and practice owner or staff burnout. A solid intake process is the "opening act" to a client's experience with your practice.
Delegate to Grow: Many therapists struggle to delegate and wait too long to get help. Hiring a virtual assistant to handle the intake process can be a game-changer, allowing you to maximize your impact and grow your practice at a much faster rate.
Leverage AI for Intake: AI tools and conversational AI agents can significantly improve the intake process by answering questions and even booking appointments, even when staff are unavailable. This allows practice owners to do more in less time.
Secret Shop Your Own Process: The single best place to start when overhauling your patient intake is to "secret shop" your own process. By going through every step from the client's perspective—from the voicemail message to the client portal login—you will find areas to improve.
Aim for Surprise and Delight: The ultimate goal for your intake process should be to make it "shockingly amazing" and "surprisingly wonderful" for your clients.
CHAPTERS
00:00 Introducing Uriah Guilford: Nerd, Therapist, Innovator
06:38 How Intake Systems Make or Break a Practice
11:18 Virtual Assistants: The Secret to Scaling Your Practice
16:07 AI, Insurance, and the Future of Intake Systems
23:00 VA or In-House? Finding the Best Fit for Your Practice
24:52 From Structure to Flexibility: Managing Clinician Preferences
28:19 From Chaos to Clarity: Fixing a Broken Intake System
30:21 Claude, ChatGPT, and Intake Hacks
34:54 Accessibility, AI, and the Future of Therapy
37:35 Where to Get Help: ProductiveTherapist.com
38:37 Conclusion: One Guiding Principle
RESOURCES
Today Sponsors: Blueprint
Learn More About The Claim Game: Visit practicesol.com/podcast
The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub.
Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog.
Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.
Get full access to The Claim Game at jeremyzug.substack.com/subscribe
View all episodes
By Jeremy and Kathryn ZugEPISODE SUMMARY
In this episode, we're taking a strategic pause to get a behind-the-scenes look at the very game we’re playing by talking to a game changer himself, Uriah Guilford. He's a licensed therapist, group practice owner, and the head nerd at Productive Therapist, a virtual assistant company that serves providers in private practice.
We're diving into the complexities of the patient registration process and uncovering the real costs of inefficiency, including lost revenue, patient dissatisfaction, and staff burnout. Uriah shares a powerful story from his early days that underscores why patient registration and timely callbacks should be a top priority for every practice. We'll also discuss how early adoption of technology and AI, like conversational AI agents, can transform your intake process and provide a level of service that will "surprise and delight" your clients.
Finally, we’ll talk about how to get started on overhauling your intake process and the value of outsourcing your intake to a virtual assistant. You'll learn the single most important thing to do when you're ready to improve your process and discover the one piece of advice Uriah would leave you with if he could only share one thing about patient intake.
KEYWORDS
Revenue Cycle Management (RCM) , The Claim Game , Patient Registration , Patient Intake , AI, Virtual Assistant , Productive Therapist , HIPAA , Private Practice
TAKEAWAYS
The Phone and Calendar are Key: If you want to dominate your market, you have to manage two things: the phone and the calendar. A fast, efficient response to new inquiries is the highest level of service you can offer.
A Bad Intake is Costly: Inefficiencies in the patient intake process can lead to negative client experiences, lost revenue, and practice owner or staff burnout. A solid intake process is the "opening act" to a client's experience with your practice.
Delegate to Grow: Many therapists struggle to delegate and wait too long to get help. Hiring a virtual assistant to handle the intake process can be a game-changer, allowing you to maximize your impact and grow your practice at a much faster rate.
Leverage AI for Intake: AI tools and conversational AI agents can significantly improve the intake process by answering questions and even booking appointments, even when staff are unavailable. This allows practice owners to do more in less time.
Secret Shop Your Own Process: The single best place to start when overhauling your patient intake is to "secret shop" your own process. By going through every step from the client's perspective—from the voicemail message to the client portal login—you will find areas to improve.
Aim for Surprise and Delight: The ultimate goal for your intake process should be to make it "shockingly amazing" and "surprisingly wonderful" for your clients.
CHAPTERS
00:00 Introducing Uriah Guilford: Nerd, Therapist, Innovator
06:38 How Intake Systems Make or Break a Practice
11:18 Virtual Assistants: The Secret to Scaling Your Practice
16:07 AI, Insurance, and the Future of Intake Systems
23:00 VA or In-House? Finding the Best Fit for Your Practice
24:52 From Structure to Flexibility: Managing Clinician Preferences
28:19 From Chaos to Clarity: Fixing a Broken Intake System
30:21 Claude, ChatGPT, and Intake Hacks
34:54 Accessibility, AI, and the Future of Therapy
37:35 Where to Get Help: ProductiveTherapist.com
38:37 Conclusion: One Guiding Principle
RESOURCES
Today Sponsors: Blueprint
Learn More About The Claim Game: Visit practicesol.com/podcast
The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub.
Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog.
Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.
Get full access to The Claim Game at jeremyzug.substack.com/subscribe