Whats Best For The Patient Is Best For Business

In this solo episode of What’s Best For The Patient Is Best For Business, Jerry recaps his experience at the Future of Rehab Therapy Summit 2025, hosted by the APTA. This episode is a deep dive into Jerry’s key takeaways from the event, where thought leaders gathered to discuss the evolving landscape of rehab therapy.

Jerry shares his biggest insights, including the undeniable impact of AI on the healthcare industry—emphasizing that AI will replace those who don’t understand their role’s value in the broader workflow. He challenges listeners to become "AI management agents," mastering their workflows to stay ahead of automation. Another critical takeaway? The need to shift focus beyond just providers and embrace the entire care team—including patients, front desk staff, and billing specialists—to drive meaningful change in the industry.

From discussions on AI-powered billing and patient engagement to the importance of preventing problems before they arise (rather than just managing them), Jerry leaves no stone unturned. He also reflects on the inspiring conversations he had with industry leaders like Michael Silva, Alex Bendersky, and even the legendary Stanley Paris.

Tune in for a thought-provoking episode that will push you to rethink your role, leverage AI strategically, and prioritize the patient journey in every aspect of your business.

Key Takeaways:

• AI is here to stay—and it will replace those who don’t understand their workflow’s value.
• Become an "AI management agent" by mastering your role and integrating AI where it enhances efficiency.
• Focus on the entire care team, not just providers, to unlock untapped potential in patient care.
• Prevent problems upstream—don’t just react to them—to save time and improve outcomes.
• Adapt quickly—the future belongs to those who embrace change and learn from mistakes early.

Don’t miss this energizing recap packed with actionable insights for rehab therapy professionals and healthcare leaders alike!

In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into Part 2 of the Front Desk Selling Series, focusing on the power of permission-based questions during initial patient phone calls. This episode is all about sharing his expert insights on refining front desk communication to improve patient engagement and conversion.

Building on the foundational concept of acknowledgment (covered in Part 1), Jerry explains how permission-based questions help control the conversation while making the caller feel heard and valued. He breaks down real-world examples, demonstrating how to steer discussions away from premature cost inquiries and toward understanding the patient’s needs, ultimately leading to better outcomes for both the patient and the business.

Key Takeaways:

• Control the conversation by asking the most questions—the person guiding the dialogue shapes the process and results.

• Permission-based questions build trust by signaling active listening and putting the patient’s input at the center.

• Defer cost discussions strategically by acknowledging the question, then redirecting to the patient’s goals first.

• Practical scripts for front desk staff to seamlessly integrate acknowledgment and permission-based questioning into calls.

Whether you're a clinic owner, front desk staffer, or just looking to improve patient interactions, this episode is packed with actionable techniques to turn phone inquiries into scheduled appointments. Tune in, take notes, and start implementing these strategies today!

In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into the critical first step of front desk sales—acknowledgement—during initial patient phone calls. As Part 1 of his Front Desk Sales Series, Jerry shares invaluable insights from his 15 years of experience, emphasizing how early interactions shape a patient’s entire journey.

Key Takeaways:

• The Golden Moment: When a potential patient reaches out, the first 30 seconds of the call set the tone for trust, expectations, and long-term retention.

• Power of Acknowledgement: Simply repeating back what the caller says (e.g., "Hi Jerry, I’m sorry to hear about your back pain—we help a lot of people with that!") signals that your practice is different and builds immediate rapport.

• Control the Conversation: Proper acknowledgement prevents callers from derailing the discussion and guides them toward scheduling—without feeling rushed or ignored.

• Prevent Problems Early: Many cancellations and no-shows can be avoided by mastering this initial step, as it aligns patient expectations from the start.

Jerry breaks down real-world examples, revealing common pitfalls and actionable scripts to transform your front desk’s phone game. Whether you’re a clinic owner or a front desk team member, this episode is packed with strategies to turn inquiries into loyal patients.

Tune in and learn why this simple skill—listening and acknowledging—can be your most powerful sales tool.

Listen now and stay tuned for Part 2!

In this episode of What's Best For The Patient Is Best For Business, Jerry sits down with Matt Byrne, Executive Director for Provider Partnerships at FIGUR8, Inc., to discuss the untapped potential of workers' compensation in physical therapy—and why ignoring this market could be a costly mistake. FIGUR8 provides the first FDA-registered, objective musculoskeletal (MSK) assessment tool, replacing outdated subjective methods and driving better patient outcomes.

Matt challenges the common misconceptions about workers' comp, revealing why it’s one of the highest-paying and most underserved segments in PT. With 900,000+ MSK claims annually—each costing employers $35K–$65K—he breaks down how clinics can leverage objective data to streamline care, reduce claim costs, and attract referrals from the many key stakeholders involved with workers’ comp claims.

Key Takeaways:

• Workers’ Comp Is a $1.35B Opportunity: At 12 visits per claim and $125/visit, this market is ripe for clinics willing to embrace it.

• Data = Leverage: FIGUR8’s technology replaces guesswork with biomechanical insights, justifying care plans and speeding up return-to-work timelines.

• Better Payer Mix, Fewer Patients: Workers’ comp reimburses higher than Medicare and commercial insurance—meaning clinics can increase revenue while seeing fewer patients.

• Stop the Staffing Shortage Myth: Optimizing payer mix (e.g., shifting from 3% to 10% workers’ comp) can ease clinician burnout and boost margins.

• The "Hub-and-Spoke" Model: Hire one dedicated workers’ comp PT to train staff and oversee high-value services (e.g., functional capacity exams billed at $800–$1,200 each).

If you’re tired of chasing shrinking reimbursements and want a proven way to serve your community and your bottom line, this episode is your wake-up call.

In this solo episode of What’s Best For The Patient Is Best For Business, Jerry dives into the transformative role of AI voice agents in healthcare—specifically on the non-clinical, pre-arrival side of operations. Jerry shares his firsthand experience working with AI voice technology over the past year, detailing how it’s reshaping patient intake, scheduling, benefit checks, and cost callbacks, without replacing human roles.

Key Takeaways:

- AI voice agents are revolutionizing pre-arrival workflows—but success hinges on understanding your practice’s people, processes, and patient journey before implementing the tech.  

- Workflow is everything: AI should be strategically inserted into existing systems, not haphazardly overlaid. His case study reveals how mapping out SOPs and scripts upfront slashed onboarding time and costs.  

- Human-AI collaboration is key: One client retained staff for quality assurance and follow-up, proving AI works best when complementing—not eliminating—human touchpoints. 
 
- The patient experience gap: With healthcare admin satisfaction at historic lows, Jerry argues AI voice agents can reduce friction (like phone trees and portals) while building trust.

In this episode of What’s Best For The Patient Is Best For Business, Jerry sits down with Dr. Valerie Rucker-Bussie, Community Development Officer for Rizing Tide, and Dr. Heidi Jannenga, Founder of Rizing Tide, to discuss how their nonprofit is addressing the critical shortage of physical therapists while improving diversity and representation in the profession.

Rizing Tide provides scholarships, mentorship, and career development opportunities for first- and second-year DPT students from underrepresented backgrounds, helping to build a more inclusive and culturally competent workforce. Heidi shares the inspiration behind the organization—rooted in her own journey with WebPT—and Valerie highlights how their Employer Connect Program bridges the gap between students and future employers, creating a pipeline of talent for clinics nationwide.

Key Takeaways:

• Solving the PT Shortage – Rizing Tide is tackling the industry’s workforce crisis by supporting students who might otherwise drop out due to financial barriers.

• The Power of Representation – Research shows better patient outcomes when providers reflect the communities they serve—Rizing Tide is making that a reality.

• Community & Mentorship – Beyond scholarships, the organization fosters a PT Pod community where students access mentorship, networking, and career opportunities.

• Employer Benefits – Clinics partnering with Rizing Tide gain early access to top-tier talent, reducing recruitment challenges and improving workforce diversity.

• The Business Case for DEI – Diversity isn’t just ethical—it’s good for business, expanding patient access and driving long-term growth.

Tune in to hear how Rizing Tide is shaping the future of PT one scholar at a time.

Learn more at Rizing-Tide.com

In Part 3 of 3 of this sales-focused series on What's Best For The Patient Is Best For Business, Jerry is joined once again by Eddie Ernst to dive deep into the critical mindset shift needed for successful sales in healthcare—prioritizing arrivals over just filling schedules.

Jerry and Eddie discuss the importance of qualifying leads effectively, ensuring that the right patients (or clients) are the ones booking appointments—those who will arrive, pay, and stay committed to their care. They break down key strategies for detaching from the outcome while staying fully engaged in the process, emphasizing that sales isn’t about manipulation but about helping people make informed decisions that align with their needs.

Key Takeaways:

• Qualifying Leads Matters – Not every inquiry is a good fit. Learn how to ask the right questions upfront to determine if a potential patient is ready, willing, and able to commit.

• Detach from the Outcome – Focus on the process, not just the sale. This mindset allows you to serve better without emotional burnout.

• Mindset Over Money – If someone isn’t ready to invest in their health (financially or mentally), no amount of persuasion will change that—and that’s okay.

• Acknowledge, Respond, and Close that Door – Handle objections (like cost or insurance) by acknowledging concerns, providing value, and steering the conversation back to the patient’s needs.

• The Meaning of Patient-Centered Care – If the priority of your calls is getting patients scheduled instead of determining what value you can provide them, you shouldn’t be calling your business “patient-centered.”

Tune in to this no-nonsense conversation that will challenge how you think about sales in healthcare—whether you're a PT, clinic owner, or sales professional. If you’ve ever struggled with no-shows, cancellations, or low conversion rates, this episode is a must-listen.

Listen now and learn how to stop chasing appointments and start securing committed patients!

In Part 2 of 3 of this sales-focused series, Jerry is joined again by sales expert Eddie Ernst for a deep dive into refining the sales process. Eddie shares insights from his latest sales training approach, emphasizing the importance of direct questioning, maintaining control of conversations, and avoiding the pitfalls of "word vomit" that create uncertainty.

Key Takeaways:

• Better Questions = Better Results: Eddie explains how shifting to a more direct, authority-driven approach—forcing prospects to sell themselves on why they need help—leads to stronger buy-in and filters out uncommitted leads.

• Avoiding Overselling: Jerry and Eddie discuss how untrained salespeople often talk past the close, creating confusion rather than clarity. The solution? Ask targeted questions, listen actively, and shut up after asking.

• Controlling the Conversation: Learn why "earning the right to interrupt" is critical—and how letting prospects ramble unchecked can derail a sale.

• Detaching from the Outcome: Eddie reveals why you "can’t want it more than the prospect" and how to spot when someone isn’t truly ready to commit.

• Healthcare Parallels: From physical therapy to biz ops, the duo breaks down why foundational sales principles (like triaging leads upfront) prevent no-shows, cancellations, and burnout.

Tune in for actionable strategies to tighten your sales process, eliminate wishy-washy prospects, and drive meaningful conversions—without manipulation. And stay tuned for Part 3, where Jerry and Eddie role-play these tactics live!

In this episode of What’s Best For The Patient Is Best For Business, host Jerry Durham sits down with Eddie Ernst, a former PTA turned high-ticket sales expert, for the first installment of a three-part series on sales in healthcare and beyond. Eddie shares his journey from clinical burnout to learning the art of inbound sales, offering valuable insights for clinic owners, front desk teams, and anyone looking to improve their sales process.

Key Takeaways:

• The Power of Inbound Leads: Eddie and Jerry discuss why inbound leads—people who raise their hand for help—are the gold standard for sales and how to maximize these opportunities.

• Bridging (and Building) the Gap: Learn why simply selling the destination isn’t enough—you must paint a clear picture of the journey, making the gap between where the prospect is and where they want to be undeniable.

• Emotion Over Logic: Discover how to dig deeper than surface-level answers to uncover the real motivations behind a prospect’s needs, tying their pain points to emotional outcomes.

• Why Expertise Matters: Eddie breaks down how to position yourself as the expert they need—not just another commodity—by guiding prospects to their own conclusions.

• The Cost of Overselling: Jerry and Eddie highlight the dangers of talking too much on sales calls and how it can derail even the most promising leads.

Whether you're in healthcare, fitness, or any service-based industry, this episode is packed with actionable strategies to transform your sales approach—without feeling sleazy. Tune in for Part 1 of this eye-opening series and stay tuned for the next episode, where Jerry and Eddie dive into a live role-play to put these principles into practice!

In this powerful episode of What’s Best For The Patient Is Best For Business, host Jerry Durham sits down with Dr. Rebeca Segraves, DPT, co-founder of Enhanced Recovery After Delivery, to discuss the untapped potential in women’s health and how shifting the model of care can create a massive impact.

Dr. Segraves shares her journey from working in oncology and post-surgical rehab to revolutionizing maternal health by advocating for early intervention physical therapy after C-sections and other pelvic surgeries. She breaks down how her work has not only improved patient outcomes but also saved hospitals hundreds of thousands of dollars, proving that patient-centered care is also financially sustainable.

The conversation dives into:

• The $1 trillion opportunity gap in women’s health — and why the current system fails to address it.
• How orthopedic and sports medicine models can (and should) be applied to women’s health — including prehab, early intervention, and lifelong care.
• The power of storytelling and media — why documenting patient experiences and provider success is a key in changing healthcare.
• Why "pro bono" care isn’t always the answer — and how to create equitable systems that respect both patients and practitioners.
• The importance of personal transformation — Dr. Seagraves reveals how she turned rejection from her own mentors into a tipping point for systemic change.

Tune in for an inspiring discussion on breaking barriers, redefining value in healthcare, and why the future of physical therapy demands bold, patient-first thinking.

Listen now and rethink what’s possible in your practice.