#184 You Are the Most Expensive Person Doing $15 Tasks in Your Practice

Send us Fan MailIndependent practices rarely lose money because the medicine is wrong. They lose it because the highest-paid person is buried in clerical work and the front desk is too deep in daily chaos to chase eligibility, fill cancelled slots, or collect patient balances. We sat down with Tim Boyle of Reva Global Medical to talk about medically trained virtual assistants, and where the recovered revenue actually comes from. The front-end gap Scheduling, eligibility, verification, and prior authorization are the number-one denial categories. A front-desk team in the middle of ringing phones and walk-ins cannot also run the strategic prep that prevents those denials. A dedicated VA can, and that is usually the first seat to delegate. The no-show math A practice can run 20% open availability from no-shows. Without someone working a waitlist to fill those slots, that is overhead the practice simply eats. A VA reaching out the day before, and pulling from a call list when a slot opens, both lifts the patient experience and recovers revenue. The back-end gap Statements go out, but nobody works them. A trained VA handles patient-balance collections and the AR backlog, using HIPAA-certified propensity-to-pay tools to make a genuinely hard conversation go as well as it can for the patient. Who not how Heather and Tim land on the same idea the most successful owners share: protect your zone of genius and delegate the rest. The framing comes from Who Not How by Dan Sullivan and Dr. Benjamin Hardy. Clerical work is the low-hanging fruit, and the first thing to hand off. How the right VA is hired Reva accepts roughly 5% of applicants. The practice interviews finalists one-on-one with Reva’s camera off, so the owner chooses who joins the team. SOPs are set up first, a client services manager reports daily or weekly, and the practice does not pay until the VA is trained and working. THREE ACTIONS THIS WEEK Download the 30-Day Revenue Recovery Plan and start working it from day one this week. Pull your no-show rate for last month and multiply it by your average visit value. That is your waitlist opportunity. List the three clerical tasks eating your day that do not require a clinician. That is your first delegation. EPISODE BREAKDOWN Tim’s path from pro hockey to healthcare sales Why revenue leaks at the front desk Letting go of control as a practice owner The hiring and training process (the 5% filter) Who Not How and your zone of genius Back-end collections and the tough patient conversation What it costs and what comes back RESOURCES30-Day Revenue Recovery Plan — eligibility.natrevmd.com/nrc/-30day-revenue-recovery-plan Book a Call with Heather — calendly.com/heather-natrevmd Payment Posting Audit Checklist — eligibility.natrevmd.com/payment-posting-checklist Practice Revenue Leak Scorecard — eligibility.natrevmd.com/nrm-revenue-scorecard-v3 RECOVER Diagnostic Quiz — natrevmd.com/quiz Reva Global Medical — revaglobalmedical.com  |  Tim Boyle — [email protected] Book referenced: Who Not How by Dan Sullivan and Dr. Benjamin Hardy