In this insightful masterclass, Dr. Josiah Fitzsimmons delves into the critical role of Key Performance Indicators (KPIs) in enhancing the success of chiropractic practices. The session focuses on four key roles within a chiropractic office: front desk staff, back office personnel, chiropractors, and case managers.
Key Points:
Ultimate KPI Focus: The overarching goal of any chiropractic practice is to maximize revenue and profitability. All KPIs discussed are designed to support this primary objective.
Front Desk Role:
The front desk is pivotal in shaping the practice’s culture and member experience.
Key KPIs include tracking referrals, reviews, and testimonials.
Performance reviews are conducted biannually, assessing core values, KPIs, skills, and objectives.
Back Office Role:
This role is often challenging to quantify with KPIs.
Suggested KPIs include accuracy in account management, minimizing errors, and monitoring payments.
Emphasis is placed on the importance of detail-oriented work to prevent costly mistakes.
Chiropractor Role:
Chiropractors should primarily focus on tasks that require their expertise, such as patient care and treatment plans.
Important KPIs include referral rates, reviews, care plan completion rates, and churn rates.
The significance of internal referrals and maintaining high-quality patient relationships is highlighted.
Case Manager Role:
Case managers play a crucial role in patient onboarding and care plan management.
KPIs include day one and day two conversion rates, revenue produced per day two, and care plan completion rates.
The necessity of understanding patients’ emotional motivations and setting proper expectations is emphasized.
Performance Review Template:
Dr. Fitzsimmons provides a comprehensive performance review template that includes core values, KPIs, and self-assessment components.
The importance of team members taking ownership of their performance reviews is stressed, fostering accountability and proactive engagement.
Continuous Improvement:
The masterclass encourages ongoing evaluation and adaptation of KPIs and performance metrics to align with the evolving needs of the practice.
This masterclass equips chiropractic professionals with the tools and insights necessary to effectively manage their teams, enhance patient experiences, and ultimately drive profitability. For more resources and templates discussed in the session, please visit our website.
