Episodes

  • In today's podcast, we're going to be talking about direct orthopedic care, brought to you by One Touch Telehealth. Our guest today is Dr. Daniel Paull.

    Dr. Daniel Paull, orthopedic surgeon and founder of Easy Orthopedics, the first fully direct orthopedic care practice in America. He does house calls and offers transparent cash pricing. Self-described as a rogue.

    In our show today, we'll learn the ins and outs of direct orthopedic care. Many providers in primary care have moved to direct care, virtual care, and telehealth models but it's seen as rarer in specialty medicine.

    To learn more about Easy Orthopedics or Dr. Paull.

    To watch our on-demand webinar, “Best Practices in Telehealth Patient Handoff Workflows”.

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  • Alex Jimenez is the Chief Strategy Officer at Extractable, a digital strategy, design, and data analytics consultancy focused on the future of financial services. He formerly led technology strategic planning for Zions Bancorporation, served as Chair of the Consumer Bankers Association Digital Channel Committee, and has been published in many financial services magazines and influencer lists.

    A lot has changed for financial institutions during and after the pandemic in regard to managing a customer experience transformation in banking. Customers expect more video and digital services as they’ve experienced across other industries and banks/credit unions now have to think about not only managing branch experiences but how to manage digital experiences. This is not only technology-related but isn’t successful without the culture top-down approach.

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  • Digital Lending Growth: Is Simple Online User Experience the Key to Retaining and Acquiring Loans?

    Today's show Digital Lending Growth is brought to you by One Touch Video Banking

    Dan Daggett is a 30-year Credit Union Executive, and founder and President of Daggett Enterprises USA, a Financial Services Agency. Dan is a collaborative intrapreneur whose passion for innovation has resulted in new business lines, new revenue sources, and engaged teams for nearly three decades.

    Foster Kelly is Direct of Business Development at Rate Reset. Before that, he was a top producer at Churchill Mortgage. His passion for digital lending has fueled part of the innovation with Rate Reset's most powerful solution. Rate Reset is a leader in digital lending with products that help credit unions and banks retain their loans with patented Reset technology.

    Today we're going to be talking about a hot topic digital lending growth. It has been on the forefront of bank and credit union executives' minds, even before the pandemic. But now since the pandemic, it's top of mind and a top priority. With our guest today, we'll not only talk about how to acquire new customers but also how do you retain and increase wallet share with existing customers?

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  • On today’s podcast show we’re going to be talking about Reinventing the Rural Hospitals Revenue Model during COVID and Telehealth in rural areas, brought to you by One Touch Telehealth. We have a great guest with us today.

    Ashley Williams is the CEO of Innova Emergency Medical Associates and has over twenty years of healthcare experience. She was recently named a Woman to Watch by ColoradoBiz magazine for her contributions to the Colorado economy.

    Rural hospitals around the country have just been overwhelmed with trying to keep their employees safe during the pandemic while dealing with an increase in high acuity patients. Besides, they have seen a major reduction in people coming into the ER for low acuity needs and rural hospitals are still seeing a reduction in elective and outpatient surgeries.

    What can rural hospital executives do to combat this with operational efficiencies and new revenue opportunities to help them stay afloat during these tough times.What ways are the emergency departments getting creative during financial stress? How can rural hospitals utilize telehealth to increase efficiencies or new revenue opportunities to support their local community and fight closure? How can the ED or rural hospitals partner with local senior communities? What should be on the roadmap in 2021 for rural hospital administrators?

    To learn more about One Touch Telehealth or Innova Emergency Medical Associates.w

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  • On today’s show, we're going to be talking about digital marketing in banking industry and the shift from radius-based marketing to digital marketing brought to you by One Touch Video Banking.

    Today’s guest is Greg Pellitteri, a former banker, and is currently co-founder and CEO of Bundlefi, a financial technology, and marketing company that helps community banks and credit unions increase new customer acquisition at a low cost. Bundlefi also helps educate consumers about the value of banking with a local community financial institution and the importance of financial inclusion.

    First, there pre-pandemic there was a lot of innovative community banks and credit unions, that we're shifting their marketing focuses, not away from “draw a circle around the branch” radius-based marketing, but they were shifting focus to digital marketing to acquire customers. Then the pandemic hit, this increased the importance of digital marketing in banking to be front and center. With 59% of customers in 2020 opened an account online, digital marketing in banking industry, played a critical role in online account openings.

    Carrie asks Greg, how has it been like for you guys in the shift of, digital transformation in banking, what have you seen in new account openings today vs. 12 months ago

    Before the pandemic, most of these financial institutions were not doing any digital marketing in banking. Most of them didn't have online account opening capabilities. At the time, I don't think they saw it as a viable option for them because of the technology expense. However, following the pandemic, we increased so quickly in both customer base and staff size just to keep up with digital marketing in banking industry demand from community banks and credit unions. They realized that they were kind of missing the mark with a lot of their marketing efforts at that time. I think they now realize that there is a much better and more efficient way of marketing to consumers who are actively looking for a new banking relationship.

    When you go to radius-based marketing, you kind of just blanket the area and it works to some degree, however, what you want to get to is the people that are looking for a new financial institution. The financial institutions have realized that they were behind the eight ball in digital marketing in banking and needed to build their technology or find new technologies that fit into their business models.

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  • Today’s Executive Innovation Show is brought to you by One Touch Video Banking. We're going to be talking about brick and mortar branches in banking and digital banking trends in 2021.

    Our guest on the show today is Brit Boatright, CCIM is a Principal and Chief Strategy Officer of Structure First. where he guides financial institutions through the design and construction of new branches, HQs, and branch transformations. He is a former community bank president with over 27 years' experience in the industry.

    We are going to be talking about a hot topic that is on everybody's mind. The world of banking has just really changed dramatically since the pandemic and banks overnight have had to embrace digital bank transformation to keep their employees and customers safe, all while trying to run normal business of acquiring new customers and servicing their customers.

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  • Hello everybody, welcome to this week’s Knowledge Knugget of the Executive Innovation Show. We’re going to be talking about what is telemental health, use cases during COVID, and breaking down how to reduce no-show rates during COVID while keeping folks safe in isolation during this difficult time.

    What is Telemental Health? Mental Health During COVID.

    So let’s break down what is telemental health and why it’s not video conferencing, first I want to talk about some statistics. As we look at no-show rates in mental health, it’s anywhere from 23 to 34%, some folks, especially in smaller practices in rural areas are seeing no show rates up to 50%. As we live in this virtual community with COVID being part of our everyday life, how do we effectively use video communications, and how does that extend post-COVID?

    Find out by reading the full show notes here.

    Want more telemental solutions and best practices in workflows? Download our Telemental Health White Paper here.

    Listen to the healthcare podcast where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea?

    Reach out and submit today.

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  • Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Video Banking. During this podcast hear host Carrie Chitsey, talk about digital banking trends in 2021. Listen to this episode of The Executive Innovation Show Podcast as we discuss what exactly digital banking is. Listen as we break down the difference between ITMs, VTMs, and Video Banking.

    Carrie Chitsey led the CRM Financial Services practice in Big 5 Consulting and then went on to own a financial services contact center. She has advised some of the largest banks in the US. Since founding one of the first mobile companies in the US in 2008, she is known in the industry as a leader in digital/mobile innovation.

    Named Top 50 Mobile Executives in the US, Top 100 Female Founders, and Top 40 Marketing Execs in the US. She hosts a podcast “The Executive Innovation Show" and is published in many magazines and online resources.

    ITMs and VTMs

    First ITMs and VTMs are sometimes used interchangeably. Whether it's an interactive teller machine and that interactive teller machine is through video, then it's typically a video interactive teller machine. A lot of banks and credit unions have put a lot of strategy around having that face-to-face connection with their existing customers.

    ITMs vs Video Banking

    One of the top priorities for banks in 2020 and 2021 was implementing video banking. Banking executives that have seen true video banking solutions have completely changed their mind on their ITM and VTM strategies. Video banking significantly lowers costs and allows critical customers to stay home without driving to a location, convenience is key. This also allows you to broaden the footprint to open it up for acquisition.

    Acquisition and Servicing via Video Banking

    Video banking is for acquisition and servicing. From an acquisition standpoint, having video banking, right on your website, where you're spending your digital marketing dollars and driving your acquisition efforts - will help with your conversion rate and help build relationships. You now have a competitive advantage right out the gate.

    Increasing Conversion & Retention Rates with Video Banking

    Video banking helps with retention and your NPS and C-SAT scores. With video ITMs, you might move a slight needle on that. Not on retention, but on customer service, especially if it's after hours or the teller lines are close. But from a retention standpoint, building that relationship, having that relationship manager being proactive with that is going to move the needle.

    If you have any questions for this podcast if you want to ask our next guests that are coming up, feel free to submit questions, let us know what you want to hear on the Knowledge Knugget podcast in 2021.

    Download the playbook and stay tuned to our weekly episodes of the Knowledge Knugget to learn more best practices and tips on how to incorporate video banking and digital transformation into your bank or credit union.

    Listen to the video banking podcast and subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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  • Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Video Banking. During this podcast hear host Carrie Chitsey, talk about digital banking trends in 2021. Listen to this episode of The Executive Innovation Show Podcast as we discuss how banking has changed significantly in the past 12 months and what’s on the horizon.

    Carrie Chitsey led the CRM Financial Services practice in Big 5 Consulting and then went on to own a financial services contact center. She has advised some of the largest banks in the US. Since founding one of the first mobile companies in the US in 2008, she is known in the industry as a leader in digital/mobile innovation.

    Named Top 50 Mobile Executives in the US, Top 100 Female Founders, and Top 40 Marketing Execs in the US. She hosts a podcast “The Executive Innovation Show" and is published in many magazines and online resources.

    Learning Lessons From COVID

    Digital is KeyUpdated Branch Design & ReductionDigital Acquisition is a Necessity for All - Community Banks and Credit Unions Included

    Banking Trends in 2021

    Virtual Workforce

    Your essential tellers and things like that will stay in physical locations, but as we look at relationship managers, business lending, loan officers, and more, we're going to see a shift to working in a hybrid model.

    Remote Advice

    In 2021, we’re going to see a lot of remote advice. As we look at those high margin products, servicing high net worth individuals, a lot of people have moved from their local demographic. Businesses are relocating entire headquarters from California to Texas. Customers and members might not be in a position where you're by your local bank.

    Video Banking

    Every industry has seen such a rise in video and video conferencing. From school to work meetings, most people are now comfortable being on video. Having those video interactions from a banking perspective can move the needle on the acquisition side, increasing conversion rates by 3X. Video banking can help you with your NPS and C-SAT scores while increasing wallet share by up to 20%.

    Digital Footprint

    If we go back down to state closures, people are going to want to open accounts, do everything online and not have to come in physically to keep themselves safe and to keep you safe. During pre-COVID, it was a convenience factor, and today convenience is still king, as well as safety.

    The Time for Change is Now

    For more tips on how to grow from a servicing perspective - increasing wallet share, retention, NPS, C-SAT, acquisition perspective, and to learn how to reach people better while developing higher conversion rates, subscribe to the podcast. Stay tuned for all the special guests we have coming in 2021. And we look forward to helping you make 2021 great and a heck of a lot greater than 2020. Stay tuned for the next episode.

    If you have any questions for this podcast if you want to ask our next guests that are coming up, feel free to submit questions, let us know what you want to hear for the banking podcast in 2021.

    Download the playbook and stay tuned to our weekly episodes of the Knowledge Knugget to learn more best practices and tips on how to incorporate video banking and digital transformation into your bank or credit union.

    Listen to the video banking podcast and subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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  • https://otvideochat.com/video-banking-covid-19

    During today's topic, Carrie Chitsey talks about why banks and credit unions are scrambling to video banking.

    As we are aware, with COVID and with shutdowns, a lot of branches have been either completely closed in certain states or have started to open back up but with limited hours or drive-thru only. This has shaken up the banking industry on how to do normal business, and how to have employees work virtually in a secure manner. Banks typically never had employees working from home.

    There have been a lot of challenges, both on the operational side, as well as the marketing side of how do you acquire customers in the middle of a pandemic. How do you get them to come into a branch to open up an account? We're going to walk through some of those things today and talk about how you solve them.

    “What's the future of the physical branch?”

    Banks right now are scrambling on how to put that playbook in place of this new normal. The first thing to talk about is “What's the future of the physical branch?”. That's a big question that we get, and there's a lot of banks that have spent a significant amount of money on creating these open branch pods, taking down the glass, taking down the walls, really trying to have more intimate conversations with customers and make them feel more at home.

    As we look at this new world where banks have had to on a dime, adapt to this new world of how do we get computers in people's homes for our employees to work? How do we hire remotely? There are all these challenges going on, we have a virtual playbook on “Banking Beyond Four Walls” where we cover a lot of this.

    Hybrid Banking Model - Acquiring Customers

    What does the new normal look like? It's a hybrid model. There's going to be people that come in. Most banks are holding off on branch expansion for physical locations and rethinking that.

    How do you acquire customers in a pandemic? You do digital marketing. As you look at acquiring customers, if you're doing digital marketing, the biggest issue has been the conversion rate. Getting people to look at an ad, go to your website, and then making them fill out a physical application in a location in a branch, or bringing you a physical driver's license.

    If you look at implementing a video banking solution, you're able to still service customers. You have your relationship managers, your business bankers, private clients, wealth management, those types of folks still having that face-to-face conversation through video with customers. This allows you to increase that wallet share with those customers because they're not just banking with you, they're banking with others. You must be proactively reaching out to your customer base and sending them to your website to have a conversation through a video banking platform. Or they could be increasing their business with somebody else or remembering who reached out during that pandemic.

    Through video banking, you can switch some of these levers and move that needle on the servicing and acquisition side.

    Download the playbook and stay tuned to our weekly episodes of the Knowledge Knugget to learn more best practices and tips on how to incorporate video banking and digital transformation into your bank or credit union.

    Listen to the video banking podcast and subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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  • Welcome to this week's healthcare Knowledge Knugget! As a part of "The Executive Innovation Show" podcast, we're bringing you hot topics, game-changing ideas, the best telehealth practices and tips all while answering questions that we receive each week. During today's topic, Carrie Chitsey talks about HIPAA & telehealth waivers during the pandemic and what to plan for next.

    With HIPAA waivers and telehealth waivers on the brink of expiration healthcare organizations are scrambling right now. We're going to break down what we know, what we think is going to happen, and what you need to do about it.

    HIPAA compliance was temporarily lifted during the middle of COVID for healthcare organizations. Doctors and clinicians were implementing Skype, Zoom, Google Duo, and more for their patient appointments. While these platforms provided a temporary aid for those who couldn't get true telehealth solutions, these platforms have proven not be a permanent solution to the problems we face during COVID.

    A lot of practice groups and organizations took these temporary solutions and ran with them, but what should you be thinking about for a long term solution? If you're currently using Skype, FaceTime, Google Duo, or only audio calls without a BAA, you may be running into some reimbursement issues.

    It's time to start looking for long term solutions as we transition into this new normal for patients and clinicians. Patients are now used to doing telehealth. They're willing and demanding it. People are still afraid to go to medical appointments and follow up appointments, as a result the volume continues to be down. Clinicians are loving telehealth, working from home, and it's helping work-life balance. This new normal is here to stay. What percentage of physical appointments versus virtual? We don't know but we do know volume has increased.

    With telehealth consults here to stay, it's important to be HIPAA compliant. Otherwise, you could end with violations that can cost up to $50,000 per occurrence. These can add up fast and open up a chain reaction for clinical professionals to look across the organization for other violations. This is why it's important to find a HIPAA compliant telehealth solutions and begin the transition now.

    It's imperative to look at a transition game plan if you are using a non-compliant tool. This is not only for the safety of your practice but also for the safety of your patients. Check out these links here for more information:

    Stay tuned to the podcast as we help each other navigate through this new normal. Be on the lookout for additional podcasts on telehealth workflows and what to expect in this virtual world as more states lock back down.

    Want more telehealth workflow examples and information? Watch our on-demand webinar, "Best Practices: Virtual Telehealth Patient Handoff Workflows". This webinar goes beyond 1:1 video calls to show you best practices in video telehealth workflows from check-in through check-out, for a 100% virtual care workflow process.

    Listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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  • Read the blog here.

    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, including answering questions that we receive each week, game-changing ideas, best telehealth practices, and tips. During today’s topic, Carrie Chitsey talks about what telehealth means to her.


    What Telehealth Means to Me
    To get started, I'm going to talk about what I see when I look at telehealth and why it’s truly meaningful to me.. Also, I’m going to give some specific use cases as to how telehealth has helped me, and how it can help others, as well as why I started a telehealth company in the first place. To me, telehealth means convenience. It means better patient outcomes. And most importantly, it means an overall better caregiver experience.

    Telehealth Simplifies the Experience for Caregivers and Chronic Care Patients
    Having gone through the hospice and skilled nursing facilities experience as the primary caregiver for my grandmother, telehealth is what enabled me to go to work most of the days. Rather than having to go physically to a nursing home or a long-term care facility when a clinician would call and report complications that were going on with my grandmother, telehealth was the answer.

    When you look at Gen X caregivers that are making these hospital and provider decisions, we are looking at telehealth as a time saver for us. This provides a way to get better patient outcomes with more outreach when we're able to make healthcare decisions.


    Telehealth Reduces No Shows and Improves the Patient Care Experience
    The second use case I want to talk about is in regard to mental health. When we look at youth and senior mental health, which are kind of the bookends of mental health, there still is a huge opportunity to use telehealth to reach these segments. For instance, if I look at my own son who sees a therapist via telehealth, and still did pre-COVID, it serves as that checkpoint for him every week. Whether he's in his room videoing with the therapist or talking to a physical appointment, telehealth makes it easy.. And as a result, that no show rate reduces. So if our week is really crazy, or we're traveling, my son is still able to, regardless of where we are, shut the door, get on video, and have that mental health appointment.

    And the same goes for seniors as it does with the youth population. As we're looking at these senior facilities, we see a sense of isolation. So telehealth may be the only outside interaction that they have for that week, whether it's using video to talk to a therapist, to talk to family members or caregivers, and get that face-to-face emotional connection. So, in essence, that's what telehealth means to me.

    Filled with insightful information, “The Driving Forces of Telehealth Adoption During COVID” infographic is now ready for download. Listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.



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  • Read the blog here.

    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, including answering questions that we receive each week, game-changing ideas, best telehealth practices, and tips. During today’s topic, Carrie Chitsey talks about the advantages and disadvantages to telehealth in rural areas.

    Benefits of Telehealth in Rural Areas

    COVID has shed much light on providing telehealth to demographics that generally weren't being served via telehealth before. This includes the Medicaid and Medicare populations and the rural demographics, who didn't have access to specialty medicine or emergency medicine without traveling long distances, 30 or 40 miles for an appointment. Telehealth has decreased driving time for patients significantly living in rural areas. This has enabled more convenience for those patients' routine visits while providing better care access.

    Barriers to Telehealth in Rural Areas

    Regarding the complication side of telehealth in rural areas, there have been a lot of talks about bandwidth being an issue in these demographics. And indeed, that is a current issue and a concern on the telehealth side. Even though in rural demographics, the home internet is not as big of a wifi problem.

    Less high speed internet when looking at carrier networks and cell phone towers within rural residences. Both the clinician and patient need to have 1.5 to 2.0 megabytes to uphold both sides of the video call’s quality.When it comes to camera quality, it is measured through high-definition or HD. HD starts at 720 pixels(p), and even then, that's still "semi-HD." Typically an excellent frame rate is 30. That's what a person will usually get on their television or DVR.

    We're paving a significant way to expand access with telehealth programs in rural communities. There have been so many successes, so much open up billable codes, really keeping patients safe, providing better access, and helping out caregivers taking their senior parents and having to take off work and drive them to all these appointments.

    The successes outweigh the complications. As a rural demographic provider, they must have patience because they will have patients who will drop off because of bandwidth, so providers might have to reconnect from time to time. But again, if this saves patients one to two hours from a five-minute, in-person face visit with their provider, it is worth implementing telehealth. So if you are a provider in that area, hang in there. The successes outweigh the complications, but it will take just a little bit more time.

    Filled with insightful information, “The Driving Forces of Telehealth Adoption During COVID” infographic is now ready for download. Visit our resource center to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.



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  • Read the blog here.

    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, including answering questions that we receive each week, game-changing ideas, best telehealth practices, and tips. During today’s topic, Carrie Chitsey talks about pediatric telehealth solutions.

    Pediatric Telehealth vs. Telemedicine for Children

    There are notable differences between telemedicine and telehealth for children - and they're not the same. In the telehealth industry, pediatrics has been a significant focus on parents and the convenience that pediatrics telehealth solutions provide for them and their children. Whether it's 10 p.m., or during the day loading up the kids, getting them into the pediatrics physician's office, for routine, low acuity visits can be hectic and stressful. Being able to still see their primary health care physician is critical.

    The good news is that a lot of this can be addressed and is being addressed today with telehealth. Typically, if a parent has a child who gets sick, they can opt to visit the pediatrician's office, if they can get a same-day appointment. Likewise, parents can take their child to an Urgent Care, emergency department, minute clinic, or something of that nature.

    On the same note, it's important to differentiate "pediatric telehealth" from "telemedicine for children," which is currently used in practice as well. Typically, telemedicine indicates that the provider, or the physician, is communicating over the telephone with the parents, asking questions to try to diagnose a child's medical issue.

    So if a pediatric practice is looking to take their business to the next level and increase their billable revenue, consider using One Touch Telehealth services since this field of medicine has one of the highest after-hour and weekend-calls rates.

    If an appointment doesn't require a physical exam or actual labs for infants and children, a pediatric practice can move these appointment types to telehealth to free up waiting room space to keep patients and their guardians safer.

    From a pediatrics perspective, of course, holding a telehealth appointment with a child will be more than having one with an adult. Accordingly, a pediatrician may initially talk to the parents, but then ultimately, he or she will speak to the child on the video visit. Now, because pediatricians using telehealth programs won't necessarily be able to look into the ears or down the throat and nose, they're going to have to ask more questions than usual about how the child feels.

    Consequently, if a provider is looking to implement a pediatric telehealth solution, they'll want to keep some of these things in mind for the practice's workflow regarding the appointment types that should move to telehealth. It's essential to look at how a pediatrics practice arranges after-hour and weekend appointments to see what CPT codes are eligible concerning increasing billable revenue.

    Filled with insightful information, “The Driving Forces of Telehealth Adoption During COVID” infographic is now ready for download. Listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.



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  • Read the blog here.

    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, questions we receive each week, game-changing ideas, best practices, and tips. During today’s topic, Carrie Chitsey talks about how telehealth is used in healthcare and critical components of developing new patient workflows.

    We have seen a ton of lessons learned during COVID. A lot of practices, urgent care clinics, behavioral health, really anything across the board, had to overnight learn new patient workflows. In today’s Knowledge Knugget, we’re going to be covering “10 Things to Consider When Using Telehealth: Patient and Provider Workflows”.

    Front Staff Patient Experience Patient PreferenceInsurance CopaysAfter Hours Follow Up Appointments New Patient ConsultsProvider Scheduling Provider Windshield TimeTraining and Technology

    If you ruled out telehealth during COVID and you miss some of these steps, now's a great time to go back and fine-tune.

    Some of these steps that you might've missed because you were moving a hundred miles an hour, in crisis. As we move to the new normal, which is the hybrid model of seeing patients in person and telehealth, now's a great time to go back and start looking at these steps. Find which ones you missed, which ones you didn't have time for, and which ones you need to prioritize now.

    Filled with insightful information, “The Driving Forces of Telehealth Adoption During COVID” infographic is now ready for download. Listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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  • https://onetouchtelehealth.com/post/telehealth-in-nephrology

    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, questions we receive each week, game-changing ideas, best practices, and tips. During today’s topic, Carrie Chitsey talks about telehealth in nephrology.

    Telehealth has seen a huge rise in nephrologists and renal care adoption. COVID has forced telehealth and it will be here to stay post-COVID. We are going to go over 7 main areas in which we’ve seen telehealth being used successfully in renal care.

    1. Keeping Vulnerable Patients Safe

    When you have a very vulnerable population that still has to go to dialysis three times a week, how do you keep the physicians and patients safe?

    2. Dietitians for New Renal Patients

    How do you communicate a very important factor for renal patients? Their diet. Telehealth gives dietitians the ability to mobilize and virtualize:

    Home Dialysis Patients Patients in Facilities Conversations with Caregivers Appointments about a renal dietand more.

    Dietitians that service multiple dialysis centers now can stay in one location or work from home and still see their patients without traveling.

    3. Pre-End Stage Renal Disease Education
    As we look at the rising number of patients that are going to have kidney disease, having those initial consults with the nephrologists to see how to lower and change patients’ number is important.

    4. Medication
    Medication refills and office checkups can all be done through telehealth to keep both patients and the nephrologists safe as well.

    5. Nursing Homes and Skilled Facilities
    For nephrologists who do have patients in nursing homes and skilled facilities that are limiting the flow of people, telehealth can play a very important role. Doctors still need to be able to see those patients.

    6. Home Dialysis Patients
    More and more patients are moving to home dialysis. These patients aren’t in the dialysis center but still need to see their nephrologists. To keep these vulnerable patients at home and provide proactive care, telehealth leads the way.

    7. Equipment Education and Assistance
    While these renal care patients are doing home dialysis they still may have issues with equipment, such as their Baxter machine. They may even need more supplies or tech support. This is supercritical and can be done through video chat/telehealth. Provide immediate care and support without having to enter the home.

    As we look at telehealth in nephrology, this is just the tip of the iceberg. In nephrology, we’ll be seeing a hybrid model to provide more proactive care to renal patients. Providers will be able to use telehealth to see patients at home, in facilities, and more. Nephrologists were pushed into telehealth overnight but are now really seeing the benefits.

    Patients are commenting on how convenient telehealth is. When you have patients that have to do dialysis three times a week and see a doctor, convenience is critical. With COVID adoption and the bill that the presidential admission passed about home dialysis in 2025, this is a much-needed push for the industry.

    Filled with insightful information, “The Driving Forces of Telehealth Adoption During COVID”, the infographic is now ready for download. Listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

    https://mkting.onetouchtelehealth.com/telehealth-coronavirus-infograph

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    Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Telehealth. During this podcast, host Carrie Chitsey talks with Tim Spooner.

    Tim Spooner is a CEO and Physical Therapist, a self-insured owner of Spooner Physical Therapy with 22 locations, and founder of Spooner MSD Solutions. Tim is on the front lines fighting for employers to receive the best care, at the best price for their employees. As both a buyer and provider of healthcare, Tim is in a unique position to understand the obstacles many employers face when it comes to medical overspend.

    Listen to this episode of The Executive Innovation Show Podcast as we discuss:

    Overnight, healthcare executives had to detect and comprehend how to keep patients safe during this Coronavirus pandemic. From virtual payments to virtual care, the healthcare industry had to adapt. Tim Spooner describes their strategic moves across locations to keep patients out of the waiting room and ER. There are a lot of lessons learned from COVID and new gameplans to be strategized. In a post-COVID world, do we bring everything back within the four walls or do we continue with virtual care? Is telehealth for physical therapy here to stay? What does Tim Spooner think? Listen to his answer here. Are seniors able to adapt to telehealth? Carrie Chitsey and Tim Spooner provide examples of the positive outcomes they’ve seen within the senior community and virtual health. What is a musculoskeletal disorder and did you know that it affects four out of five people that are walking around every day? Tim Spooner details how they are working to care for patients before they need surgery. While MSD patients are normally perceived as seniors or blue-collar workers, this is not always the case. What shifts are being seen between the younger and older generations regarding treatment?85% to 90% of musculoskeletal disorders can be treated with conservative care, but why aren’t they? At times, patients can delay treatment until it becomes worse - leading to the prescription of opioids and possibly addiction. Can we stop some of the trickle effects of opioid addiction with proactive physical therapy?As always we ask, what is keeping Tim Spooner up at night? Find out by listening to the podcast.

    Learn more about how Tim Spooner and Spooner Physical Therapy help people achieve health through movement here.

    Have you watched our recent webinar? One Touch Telehealth’s on-demand telehealth webinar, “COVID Telehealth Adoption: Why Simple Patient & Physician Experience is Critical” is now available here.

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    Welcome to this week’s healthcare Knowledge Knugget! As a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, questions we receive each week and game-changing ideas, best practices and tips. During today’s topic, Carrie Chitsey talks about how telemedicine improves the quality of care for patients.

    Improve Access to Care for Chronic Care Patients

    As we look at a post COVID world, how has telehealth improved the quality of care for patients? With forced telehealth adoption of both patients and physicians, this has really shed a light on access to care for those who live in rural demographics, FQHCs, and population health who may have not had access to care previously. With COVID, and the effort to keep patients safe, this prompted Medicare and Medicaid to unlock codes and make care more accessible while keeping patients at home and safe.

    Improving Patient Quality of Care with Telehealth

    Now, you see specialty providers who have moved to 80 to 90% telemedicine. Telehealth has allowed physicians to continue care for existing patients and the most vulnerable. How do we keep patients out of the hospital and reduce hospital admissions during COVID? When you look at the quality of care for high risk patients that have chronic care, whether that’s cardiology, nephrology, pulmonology or even oncology, telehealth helps keep them at home.

    This has also led to more touch points with patients, whether in a dialysis center or cancer center. Physicians and providers who would normally only see these patients once a month or once a quarter are being more proactive. Proactive care for the patients population that have chronic conditions are now hearing more from their doctors during COVID.

    Save Patients and Providers Time

    With the average telemedicine program appointment being only 4 to 7 minutes, more touch points are now available. The average patient spends two hours and 15 minutes going to an in-person appointment, but only spends five minutes with the provider. With telemedicine, you are able to free up providers time. Instead of going room to room they are able to still provide patient care in real time.

    Building Proactive Relationships with Providers

    Lastly, when you look at populations who use the ER as their primary care such as population or Medicaid patients, telehealth allows them to establish a relationship with a primary care provider. So now, they can use telehealth and see their primary care provider with a more proactive approach instead of reactive. This not only improves quality of care but also reduces healthcare costs.

    You can see the benefits of telehealth services on many fronts from not only chronic care patients but also behavioral health, primary care and much more. Telemedicine paves the way for the improvement in quality of care across the industry.

    Watch the on-demand webinar "COVID Telehealth Adoption: Why Simple Patient & Physician Experience is Critical" and listen to the healthcare podcasts where we talk about all the use cases for telehealth. Subscribe to the podcast and rate us! Have a Knowledge Knugget idea? Reach out and submit today.

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    Welcome to today's Knowledge Knugget, as a part of “The Executive Innovation Show” podcast, we’re bringing you the hot topics, questions we receive each week, and game-changing ideas, best practices, and tips. During this week's segment, Justin Knott, President of Intrepy Marketing answers the question - how to market your telemedicine solution.

    How to Market Your Telemedicine Solution

    So you've picked a telemedicine software, which almost every practice has at this point. If you haven't, you need to get on that very quickly, so you can open your digital doors and start seeing patients again.

    As a healthcare marketing agency these tips have been really effective, helping practices adapt to the technology, increase patient retention, start seeing more patients, and scale their telemedicine visits.

    Tip #1 - Place an Announcement on Your Website

    It's super easy, but surprisingly people are just still not doing it is you got to get the information up on your practice website. Easy enough again, get it up on your website. So once you've chosen a telemedicine provider, you want to make sure that you have COVID related information that you can deliver to your patients on your website.

    Tip #2 - Communicate. Communicate. Communicate.

    Assume your patients know nothing. They don't know that you're open. They don't know how to do telemedicine because oftentimes that is true. So leverage your social media platforms to put out a series of posts about how you're handling COVID, the fact that you are offering telemedicine, and how they can book appointments.

    Tip # 3 - Online Appointment Booking

    Some EMRs out there offer it and you can iFrame it on your website. There's also a lot of HIPAA compliant online appointment booking, softwares that you can integrate. It's just going to make things a whole lot easier when people get on your website to go ahead and book an appointment and receive the information about telemedicine and see you.

    Tip #4 - Text Messaging to Reduce No Show Rates

    Next up, Justin Knott recommends that you have text messaging capabilities for a couple of different reasons. And again, your EMR may provide it. If not, I would recommend finding a solution for it.

    Tip #5 - Simplicity is Key!

    When looking for a telemedicine provider, make sure you have one that limits the amount of steps required to get them on there. The more likely it is for human error to be involved, which you really want to avoid. Otherwise you're spending more time tech in troubleshooting than you are actually on the point of care for your patients, which is what this is all about.

    Pro Tips

    Justin recommends making sure that you have some type of backup telemedicine option and FaceTime or Skype for business. Something like that can be a really easy backup in the event of latency or downtime because telemedicine platforms are being stretched a little bit more than they ever have to say the least.

    That's today's healthcare Knowledge Knugget, part of The Executive Innovation Show. Feel free to submit questions or be featured on the Knowledge Knugget. Subscribe to our YouTube, Vimeo, and the podcast channels to get your Knowledge Knugget on Thursdays.

    Watch the on demand webinar "COVID Telehealth Adoption: Why Simple Patient & Physician Experience is Critical" and listen to the healthcare podcasts where we talk about all the use cases for telehealth.

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    Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Telehealth. During this podcast hear host Carrie Chitsey, with Becky Brown and Rebecca Werner. For #MentalHealthAwarenessMonth, listen to Mental Health COVID: Behind the Front Lines – Seniors & First Responders.

    Becky Brown, LCSW, SUDC has been working with Valley Behavioral Health since 1997 in various capacities, including both clinical and operational. She is now the Chief Operating Officer and has used her expertise to support the operations team and the continued growth of the company as the healthcare landscape continues to rapidly change.

    Rebecca Werner is the Chief of Operations for Whitemarsh Community Ambulance Association (WCAA), the primary 911 Advanced Life Support (ALS) ambulance serving Whitemarsh Township in Montgomery County Pennsylvania.

    Listen to this episode of The Executive Innovation Show Podcast as we discuss:

    The mental health crisis has risen with the recent COVID pandemic. We talk with Becky Brown, the COO of Valley Behavioral Health, about what the past two months have looked like. Has she seen any changes in mental health? And what demographics are being largely affected? Becky states that their behavioral health organization has had to pivot heavily to telehealth services. Listen as Becky Brown states the steps Valley Behavioral Health is taking to look after it’s senior population. How can you extend the reach of behavioral health during isolation? With the new requirement of a telepsych evaluation as a senior patient comes into a facility, what is Becky Brown’s prediction on the future of mental health post-COVID for seniors? Post-COVID, will we see a hybrid model/blended model of in-person visits and telehealth appointments? Will we see a surge in creativity on how to care for patients? Listen as Rebecca Werner, Chief of Operations for Whitemarsh Community Ambulance Association, talks about being on the front lines of COVID as a first responder and how life has changed for them. While on the front lines, first responders still have a family at home. How do they deal with the thought of potentially bringing COVID home with them and manage that anxiety? “Life as we know it has changed.” Rebecca Werner describes the daily changes that have happened since COVID.Mental health for first responders is huge. How do you keep employees' mental health a priority post-COVID? Carrie and Rebecca discuss the advantages of peer-to-peer support and the benefits it will have for EMTs post-COVID. Rebecca Werner details the importance of talking about mental health issues. How do we rid the stigma? As always, we ask Becky and Rebecca, what’s keeping them up at night. Hear their answers on the podcast.

    Stay up to date with Becky Brown and Valley Cares by checking out their e-therapy solutions.

    Keep up with Rebecca Werner, the Chief of Operations for Whitemarsh Community Ambulance Association (WCAA).

    Learn more about One Touch Telehealth and how telehealth can be beneficial for mental health during COVID-19. Download the “Telemental Health and Its Impact on the Future of Behavioral Health" White Paper.

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