Episodes
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In this episode, I’m diving deep into something I’m incredibly passionate about: the front desk team members in healthcare and medical practices who are often the unsung heroes of our businesses. After 31 years in healthcare and business, I’ve learned that the difference between success and non-success comes down to one thing—implementation. It’s all about the doing, not just the thinking or planning.
And guess who the ultimate doers are? Our front desk team members. They’re the voice, the face, and the backbone of a practice, touching every step of the patient journey and impacting the business more than most realize. That’s why I’ve created the Front Desk Sales Success Community, a space designed exclusively for them—not the owners or clinic managers. This is for the front desk professionals who add immense value every day and deserve to be seen and appreciated for it.
In this episode, I share the vision for this community, how it will empower front desk teams with tools, strategies, and insights into their roles, and why this movement is so needed. From mastering patient engagement to understanding the financial impact they have, my goal is to elevate these incredible people, giving them the skills and confidence to go back to their practices and truly shine.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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"If you understand the journey your patient takes through your business, then a solution like WelcomeWare isn’t just about efficiency—it’s about creating a seamless, supportive experience that drives patient success and, ultimately, business success."
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In this episode, Jerry is joined by Max Zietz, Head of Sales, and Vicki List, Head of Operations and Customer Success at WelcomeWare, to discuss the game-changing impact of virtual front desk solutions in healthcare. Together, they explore how WelcomeWare's innovative kiosks blend efficiency with a human touch, streamlining patient check-ins, managing scheduling demands, and even providing billing support.The conversation moves beyond typical cost-cutting perspectives, highlighting how WelcomeWare enables clinics to boost revenue, retain top staff, and enhance the patient journey from arrival to departure. Jerry, Max, and Vicki dive into the three core functions of a front desk — the voice, the face, and the back office — illustrating how virtual solutions can reduce burnout, improve patient satisfaction, and create a seamless experience in both single and multi-location practices. This episode offers valuable insights for healthcare professionals interested in using technology to drive sustainable growth and elevate the patient experience.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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Missing episodes?
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In this special 100th episode, Jerry Durham reflects on the incredible journey of the podcast, from its early days as Baseball, Bourbon, and Business to the mission-driven show it is today. Jerry takes a moment to thank those who have been instrumental in shaping this milestone, including Lindsey Wilkins and Nate Navas, who helped him fine-tune the brand, business, and podcast itself. He also expresses deep gratitude to all the amazing guests who have shared their voices and expertise, making every interview a valuable piece of the puzzle.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, Jerry Durham interviews Steven Coen, co-founder of SaRa Health, a platform designed to streamline Remote Therapeutic Monitoring (RTM) for physical therapy practices. Steven shares the origin story of SaRa Health, which was inspired by his personal experience as a frustrated patient navigating recovery.
Throughout the conversation, Steven explains how SaRa Health simplifies patient-provider communication, reduces administrative burdens, and helps physical therapists improve plan of care completion. He also discusses the platform’s role in value-based care and its potential to transform how clinics engage with their patients between visits.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, I sit down with Chris Bonsall from Navigate Patient Solutions to dive into the importance of patient education and how setting expectations can transform healthcare outcomes. Chris shares his unique perspective, honed through years of experience in the ophthalmology space, on why investing in the patient journey—before they even step foot in the office—can lead to better outcomes for patients, more efficient practices, and less stress for providers.
We discuss strategies that can be applied across various healthcare verticals, touching on everything from reducing cancellations and no-shows to creating a seamless, value-driven patient experience. If you’re looking to optimize your practice’s business operations without compromising care, this episode is for you.
Chris emphasizes the need to go upstream in the patient journey, tackling uncertainty and setting clear expectations from the first point of contact. Whether you’re in private practice or a larger healthcare organization, this conversation will inspire you to rethink how your team communicates and connects with patients to drive both clinical and business success.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode of the What's Best for the Patient is Best for Business podcast, host Jerry Durham sits down with Dr. Tina Gunaldo, a physical therapist and advocate for interprofessional collaboration in healthcare. Drawing from her years of experience and passion for creating cohesive healthcare teams, Dr. Gunaldo breaks down the true essence of patient-centered care and the vital role of interprofessional teamwork in achieving it.
Jerry and Dr. Gunaldo dive deep into the distinctions between multidisciplinary, interdisciplinary, and interprofessional care, and discuss why understanding each model is crucial for healthcare professionals and leaders alike. Dr. Gunaldo shares her insights on the common barriers to effective team collaboration and offers practical strategies to overcome them—whether it’s better communication, understanding roles and responsibilities, or learning to respect every professional’s contribution to the patient’s journey.
If you’ve ever wondered how to transform your healthcare practice to provide the best patient outcomes while fostering a stronger sense of community and teamwork, this episode is for you. Tune in to discover why adopting an interprofessional approach isn’t just better for patients—it’s better for business, too.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, we dive into a wide-ranging conversation with Adrian Miranda, a multifaceted physical therapist, filmmaker, and content creator. Adrian shares his journey from practicing physical therapy to blending healthcare with entertainment, emphasizing the power of storytelling to create impactful and relatable content. We explore his passion for shaping narratives that bring healthcare into the mainstream while addressing the importance of cultural representation and the complexities of social determinants of health. Adrian opens up about his motivations, his approach to creating content that resonates across communities, and the emotional and professional challenges that have shaped his path.
From discussing the need for understanding patients beyond their symptoms to the significance of creating content that speaks to diverse audiences, this episode offers a rich perspective on healthcare's role in shaping lives both on and off-screen. Adrian’s vision of using entertainment to bridge healthcare gaps and connect people is inspiring and thought-provoking.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this week's episode, we get deep into the future of physical therapy and the pivotal role of Physical Therapy Assistants. Joining Jerry Durham is Jimmy Pacini, a seasoned PTA and educator, who shares his insights on how PTAs are often underutilized in healthcare settings and the vast potential they bring to the industry. We explore the evolution of PTA education, challenges in defining the value of PTAs in clinics, and how shifting mindsets can lead to better patient outcomes and business growth.
From building stronger PT-PTA teams to reimagining clinical models and the patient experience, we challenge conventional thinking and look at how PTAs can contribute far more to the system. Whether you're a physical therapist, PTA, or clinic owner, this episode is packed with valuable takeaways for improving the efficiency and impact of your practice.
Tune in for a candid discussion on breaking out of the box, understanding the true value of PTAs, and envisioning a healthcare system that puts patient care at the forefront.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, we sit down with Andrew Shirk, the CEO and Founder of CityPT, and Puja Desai, the Director of Business Operations, to dive deep into how they are revolutionizing the physical therapy industry. CityPT is a platform designed to empower clinicians by providing them with the tools they need to create and grow their own independent practices—without the traditional obstacles of the healthcare system.
Andrew shares his personal journey as a software engineer turned healthcare advocate after a frustrating experience as a patient. His insights, combined with Puja’s years of experience as a physical therapist and healthcare leader, make for a compelling discussion on the challenges faced by both clinicians and patients in today’s healthcare system.
Together, we explore how CityPT is “compressing time” for clinicians, helping them launch their practices faster and with less financial burden. We also discuss the importance of aligning incentives directly with patients, offering a hybrid care solution that provides flexibility for both clinicians and patients.
If you're a physical therapist looking to exit the traditional care model, or just curious about the future of independent PT practices, this is a must-listen episode. Join us as we uncover the unique approach CityPT is taking to improve the PT profession and the patient experience.
Key Takeaways:
How CityPT empowers clinicians to build their own independent PT practices
The story behind Andrew’s personal experience that inspired the platform
Pooja’s perspective on the operational and business side of physical therapy
The importance of compressing time and cost for clinicians starting out
The hybrid care model that’s changing how physical therapy is delivered
Why aligning incentives with patients is critical for the future of healthcareTune in now to discover how CityPT is making waves in the PT industry!
Learn more at
www.citypt.comIf you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, Jerry Durham sits down with Michael Silva, a seasoned physical therapist and former clinic owner, to explore the journey of building a patient-centered practice. Michael shares his experiences, from starting a cash-based clinic to growing it into a thriving multi-location business, all while maintaining an unwavering commitment to exceptional patient care.
Listeners will hear how Michael’s dedication to creating a connected and engaging experience for patients set his clinics apart in a competitive market. He discusses the strategies that made his practice successful, including hiring the right team members, implementing effective systems, and focusing on the full patient journey.
Throughout the conversation, Michael emphasizes the importance of motivation, engagement, and consistently delivering on promises. He also delves into the significance of breaking stereotypes in healthcare and surprising patients with outstanding service.
Jerry and Michael explore valuable lessons on leadership, the critical role of understanding the patient experience, and why it's essential to prioritize the majority of patients who truly appreciate the care they receive.
Whether you're a healthcare professional, clinic owner, or simply interested in the nuances of providing exceptional service, this episode offers actionable insights that can elevate any practice and enhance patient satisfaction.
Tune in to discover how thoughtful actions can make a significant difference in both patient satisfaction and business success.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, Jerry sits down with John DeLucci, a seasoned leader in the healthcare industry, to dive deep into the importance of operational excellence and its impact on both patient care and business success. John shares his insights from over a decade of experience in management, highlighting the critical role that efficient operations play in creating a well-oiled machine that benefits everyone—patients, clinicians, and the entire team.
Together, they explore topics such as the significance of hiring the right people, the balance between individual check-ins and group meetings, and the often-overlooked value of empowering front desk staff. John emphasizes the need for collaboration, transparent communication, and a culture that embraces continuous improvement and learning from failures.
Whether you're a healthcare professional, a manager, or simply interested in leadership and operations, this episode offers valuable takeaways on how to build a cohesive, high-performing team that drives both clinical and business success.
Book mentioned in this episode: Waking Up a Leader: The Five Relationships of Success by Daphne Scott
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, we're thrilled to welcome Pedro Teixeira, founder and CEO of Prediction Health, for an in-depth conversation about how AI is revolutionizing healthcare documentation and patient care. Pedro takes us through the innovative journey of Prediction Health, starting from its inception to its current state-of-the-art tools like Practice Intel and Sidekick, which are transforming how clinicians work.
Pedro shares the mission behind Prediction Health and how it all started with a passion for computer science and AI long before these technologies became mainstream. We explore how their tools are integrated seamlessly with existing EMR systems, making documentation faster, more accurate, and less burdensome for healthcare providers.
We also discuss the broader impact of these tools on patient outcomes, clinic efficiency, and even the hiring process in healthcare. Pedro dives into the significant reduction in documentation time, improved billing accuracy, and the potential to reduce clinician burnout—benefits that make Prediction Health a game-changer in the industry.
Finally, we talk about the future of AI in healthcare, including exciting features like the HIPAA-compliant Ask AI tool, and how these advancements are setting a new standard for patient care. Whether you’re a healthcare provider, clinic manager, or just curious about the intersection of AI and healthcare, this episode is packed with valuable insights.
Tune in to learn how Prediction Health is helping clinicians focus on what they do best—caring for their patients—while AI takes care of the rest.
Key Topics:
The evolution of Prediction Health and its mission
How Practice Intel and Sidekick are changing the game in healthcare documentation
The role of AI in improving patient outcomes and clinician efficiency
The future of AI in healthcare, including the HIPAA-compliant Ask AI tool
How Prediction Health can help reduce clinician burnout and improve the work-life balance of healthcare providers
Don’t miss this episode if you’re interested in the future of healthcare technology and how it can improve your practice.Pedro L. Teixeira, MD, PhD, is the co-founder and CEO of PredictionHealth, a healthcare technology company using AI to streamline clinician workflows and reduce administrative busywork. With a PhD in biomedical informatics and an MD from Vanderbilt University, Dr. Teixeira set out with colleague and co-founder Dr. Ravi Atreya, MD, PhD, to leverage machine learning and natural language processing to make it easy for clinicians to deliver the best care to every patient every time, and together they founded PredictionHealth in 2017. Under their leadership, PredictionHealth has developed AI-powered solutions to improve PT/OT efficiency and documentation compliance, allowing clinicians to focus more on patient care.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode, I sit down with Dave James, an “irritatingly good speaker” and coach who helps business owners find their voice with authenticity, fun, and confidence. A professional speaker and 'tattooed Brummie with a beard', Dave brings a unique blend of humor, honesty, and real-world experience to our conversation about something we all need more of—authenticity.
Dave’s journey from podiatrist to business and speaker coach coach is packed with insights on how staying true to yourself can actually make you a better professional. We dive into the "professionalism paradox"—how trying too hard to be ‘professional’ can sometimes bury your personality—and why that’s a problem in healthcare.
We also touch on the importance of trust, empathy, and just being present with patients. Dave shares some great stories and tips on how to navigate the tricky balance between being yourself and meeting the demands of your job. And of course, we couldn’t resist geeking out over some music talk, including a fun side conversation about our love for Rage Against the Machine.
If you’re in healthcare (or any profession, really) and have ever felt the pressure to fit into a mold, this episode is for you. It's all about finding that sweet spot where professionalism and personality meet, and how that can lead to better outcomes for everyone involved.
Be sure to connect with Dave on LinkedIn
https://www.linkedin.com/in/iamdavejames/If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this compelling second part of my conversation with Dr. Rebekah Griffith, we dive deeper into the evolving landscape of physical therapy and its role in transforming patient care. Building on the themes from Part 1, Dr. Griffith and I discuss the concept of "top of scope" practice—redefining how physical therapy is delivered and challenging the traditional settings where it’s provided.
Dr. Griffith explores the urgent need to shift from reactive to proactive care. She critiques the current system where physical therapists often operate in silos, waiting for referrals rather than reaching out to patients in need. This episode addresses the gaps in our approach, highlighting how the profession can move upstream to prevent complex health issues from arising in the first place.
She highlights the real-world challenges faced by manual laborers, like HVAC technicians, who are at risk of losing their jobs due to health issues such as dizziness. Dr. Griffith argues for a transformation in how we address such problems, advocating for direct engagement with employers to provide preventative care and comprehensive management solutions that can keep skilled workers employed and functional.
She emphasizes the need for physical therapists to take a leadership role in care coordination, moving beyond traditional clinic settings to offer services that include managing insurance, accompanying patients to appointments, and integrating with community wellness programs. By building and monetizing communities, PTs can proactively address health issues before they escalate, ultimately reducing downstream costs and improving patient outcomes.
This episode challenges healthcare professionals to expand their mindset and skill set, encouraging them to adopt innovative approaches and educational reforms to practice at the top of their scope.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this episode we are diving into the evolving role of physical therapy in emergency care with Dr. Rebekah Griffith. Dr. Griffith, an accomplished physical therapist, shares her journey from starting as a per diem acute care therapist to pioneering the integration of physical therapy in emergency departments (EDs). She discusses how she launched a quality improvement project in 2016, embedding PTs into the ED, and the significant impact it had on patient care and hospital operations.
Dr. Griffith highlights the value of physical therapy in the ED, including improved patient satisfaction, reduced unnecessary imaging and opioid use, and enhanced team collaboration. She also elaborates on her vision for expanding physical therapy services across all emergency and urgent care settings in the U.S. and her efforts to revolutionize patient care. The episode explores the crucial role of collaboration and the mindset shift required for effective patient-centered care.
Tune in to gain insights into how physical therapists can make a transformative impact in emergency settings and learn more about Dr. Griffith’s innovative approach to advancing physical therapy practice. Don’t miss part two of our conversation next week.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In today’s episode, we dive deep into the often-overlooked aspects of maternal care that can dramatically impact a woman's pregnancy, birth, and postpartum experience. We start by unpacking the significant gaps in care from pregnancy through postpartum, shedding light on why addressing these gaps is crucial for better health outcomes. The discussion explores systemic issues that contribute to these gaps and their effect on women’s overall wellbeing.
We then shift our focus to the importance of proactive financial planning for expecting mothers. From budgeting for prenatal care to managing potential postpartum complications, we offer valuable insights on preparing financially to reduce stress and improve care accessibility. The episode also highlights innovative solutions for bridging these gaps in care, including the integration of financial coaching with maternal health services. A well-rounded approach—one that includes financial preparedness, ongoing education, and comprehensive support—can truly transform the maternal journey.
Lastly, we explore the concept of postpartum care as a lifelong journey rather than a finite period. The discussion underscores the need for a continuous support system, including follow-up care, to address ongoing health needs and challenges. Practical strategies for healthcare providers are also covered, emphasizing the importance of clear communication, educational resources, and flexible care options. By understanding and addressing both the financial and emotional aspects of care, we can enhance patient outcomes and ensure every woman receives the comprehensive care she deserves from conception through postpartum and beyond.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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Join us for an insightful journey into the transformative work of Dr. Katherine Sylvester, a passionate advocate and founder of Operation M.I.S.T.. Dr. Katherine shares her inspiring mission to empower women by educating them about their bodies. What started with local gatherings has grown into a nationwide movement, reaching women of all ages from seven to 78.
In this episode, Dr. Katherine dives into the profound impact of understanding women's health throughout various life stages. She discusses insights into postpartum care, debunking misconceptions that it lasts only a few weeks. Dr. Katherine sheds light on the often-overlooked links between pregnancy complications like pre-eclampsia and long-term health risks such as kidney failure and heart disease.
Through personal anecdotes and patient stories, Dr. Katherine illustrates how proactive education and lifestyle changes can significantly improve health outcomes. She emphasizes the role of physical therapy in supporting women’s health holistically, beyond traditional medical paradigms.
The conversation also explores the broader impact of Operation M.I.S.T, which extends beyond health education to address systemic challenges faced by women. Dr. Katherine highlights the importance of community support, resource accessibility, and collaborative efforts in enhancing maternal and overall health outcomes.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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Today I’m joined by Dr. Rebeca Segraves as we explore groundbreaking strategies in healthcare delivery. We’re getting into the dynamic intersection of patient care, education, and empowerment, showcasing innovative approaches that are reshaping the industry.
In this episode, we recap from our extensive experience in healthcare leadership and education to discuss the transformative impact of empowering patients through knowledge. We share stories of healthcare professionals who are pioneering new models of care, emphasizing proactive health management and community engagement.
We’re shining a light on bridging the gap between hospital settings and community outreach, creating sustainable solutions to enhance patient outcomes. From leveraging technology to fostering collaboration across disciplines, they highlight practical strategies that empower healthcare providers to thrive in today's complex healthcare landscape.
Join the conversation and learn how education and empowerment are key catalysts for driving positive change in healthcare.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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Welcome back to What’s Best For the Patient is Best For Business. In this episode, we dive into essential strategies and insights with Mike Studer, DPT, author, and educator, on how to build trust in healthcare.
Mike begins by highlighting the foundational role of trust in patient care. From the first phone call to face-to-face meetings, he stresses the importance of setting clear expectations and ensuring patients feel heard and respected right from the start.
Next, we discuss the powerful impact of letting patients choose their own treatment paths. By allowing patients to decide, they believe this not only increases their commitment but also improves treatment results.
To wrap it up, we talk about the importance of being genuine in patient interactions. From personalized exercise plans to meaningful check-ins, he explains how authenticity builds trust and encourages long-term patient satisfaction.
Join us as we uncover the secrets to building trust in healthcare. Whether you're a healthcare professional or simply interested in patient-centered care, this episode provides valuable insights that everyone can benefit from!
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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In this week’s podcast episode, we’re talking about the transformative impact of AI technology in healthcare documentation, featuring Yansen Zhou, Founder and CEO of Hippo Scribe. They talk about how AI tools like HippoScribe address the pervasive challenge of documentation across healthcare specialties. Yensen highlights HippoScribe's approach, using a Chrome extension for intuitive integration with Electronic Medical Record (EMR) systems, contrasting it with traditional API-based methods.
The conversation touched on the initial learning curve for customizing templates but emphasized the tool's user-friendly nature for basic functionalities. Regarding AI learning, Jensen explained HippoScribe's iterative improvement process based on user feedback, aiming to enhance accuracy and customization over time.
They discussed the specific applications within Physical Therapy, Occupational Therapy, and Speech-Language Pathology, where detailed and efficient documentation is critical. Yansen emphasizes how streamlined documentation processes improve operational efficiency and serve as a compelling factor in clinician recruitment.
Overall, this episode provides insights into AI's evolving role in modernizing healthcare operations, with HippoScribe positioned as a partner in advancing healthcare documentation practices through continuous improvement and user-centric development.
If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!
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