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Create a Company Both Your Patients & Staff Love

Thank you for attending! Our team compiled answers to the most frequently asked questions for reference.

Most Frequently Asked Questions

1. How do you deal with an "Eeyore" or constant complainer from having their negative attitude spread throughout their colleagues?

This type of behavior often means that your employee is actively disengaged. They’re unhappy at work, they’re resentful that their needs aren’t being met and are acting out their unhappiness. Help this employee find purpose and meaning within their work. Acknowledge what they’re good at and how they’re a unique contributor to the company. Use that information to create goals that will challenge, encourage, and drive them – ultimately feeding their happiness. By doing this, you will build a relationship with them, help coach them to the next level and build employee engagement. According to Gallup, the manager or team leader alone accounts for 70% of the variance in team engagement.

2. Are all generations on social media? Who is the best person or generation to help an office on social media?

Statistics from the PEW Research Center show that all generations are on social media and they’re mainly using Facebook, Instagram, and YouTube several times a day. Since the start of COVID-19, social media usage has increased 40% across all generations and we’ve learned that 93% of purchasing decisions are influenced by social media. Therefore, we recommend that practices have at least a Business Facebook & Instagram account. Many times, the best candidates for a social media admin would be members of your front office staff because they have the most “facetime” with your patients or customers and often have the best pulse on what’s going on, socially. This person should have time available throughout the day to accept this responsibility and be familiar with the platforms. It is also important to have other potential posting sources added as admins, such as the office manager, opticians, and even doctors! Only people with assigned admin rights will be able to post as your business. For more specific information about generational use of social media and how to develop a thorough social media strategy, check out our Social Media 201 webinar here.

3. What companies or programs should I research for team and leadership training?

Here at Innereactive, we use Gallup, FranklinCovey and Jhana. They offer wonderful leadership and team training.

4. As a manager, what's the most important quality that I should focus on for my employees? Is it different per generation?

Over 1/3 of Americans say the most important quality in a manager now is to be honest and communicate clearly during these challenging times. Generations prefer different qualities from their managers during these times. According to
The Center for Generational Kinetics & Jason Dorsey, Gen Z want their managers to be well informed & empathetic. Millennials want them to be well prepared and quick problem solvers. Gen X and Boomers want them to be honest and candid.

5. How can I improve employee engagement?

It’s important to start with clearly defined roles & responsibilities. You can create patient care teams with a manager or team lead. Be sure to hold regular team meetings, regular 1:1s between team members and their manager to track progress toward goals and initiatives, and schedule 6 month performance reviews. Gallup provides a lot of great resources and guidance on this topic at this link.

6. How has COVID affected employee engagement?

According to Gallup, engagement levels throughout 2020 have fluctuated more than ever before. However, their studies show that current engagement levels are looking similar to what they were before COVID-19. Check out this Gallup article from a recent research study.

7. Who should be making goals for the team? What should the goals be? Should they always be about sales?

Goals should be created together by the employee, manager and owners. It’s important to lay a foundation by understanding the overarching company goals. Then, create SMART goals with each of your team members, ensuring they are specific, measureable, attainable, realistic and time sensitive. They should rely on the individual’s strengths yet challenge them to grow. The goals should contribute to the individual’s personal and professional success as well as provide stepping stones that achieve the company goals overall.

8. I'd love to be consistent with meetings. We just book up before I schedule them, so we randomly have them currently. How often should meetings be held? Is it staff size dependent?

While it’s never productive to have meetings “just to have meetings,” you should first determine your individual, team and company goals. Then, set a framework for the steps needed in order to accomplish those goals and schedule out appropriate team or department meetings to discuss them. Use that framework to create agendas for organized discussion at regular (usually weekly) team meetings, employee and manager 1:1s at least monthly, and schedule 6 month performance reviews to monitor progress of those goals. Decide the frequency that works best for your meetings and select a recurring day and time so you can block it consistently on your patient schedule. To ensure meetings aren’t wasteful, here are some tips for the team to live by:

– Everyone takes a stance that they are either “reporting or supporting” during the meeting
– Come prepared
– Listen with an open mind
– Everyone’s presence in the meeting is crucial
– Challenge ideas in a constructive way
– Be unified/supportive of all final decisions made by the Team
– Add decisions and meeting notes to the agenda
– Hold each other accountable

9. When you perform 6 month employee reviews, what is your format? Talk more about the WIGs, please!

It’s recommended to create consistency in the performance review format among your team and divide performance appraisals into two parts: Performance Factors and Wildly Important Goals (WIGs). Performance factors should be clearly defined among the team and rate the employee on items such as: job knowledge, customer experience, initiative, communication skills, time management and work organization, quality of work, and relationships with co-workers and management, etc. WIGs should be laid out using the strategy discussed in question #6.

10. Where do we access the company to help us process the survey and who helps us come up with questions?

Gallup has identified these 12 elements of employee engagement that employers can ask and evaluate their employees’ responses in order to achieve high team performance.

11. What product do you recommend for two way texting with patients, text-to-pay and inner-office chat communication?

Samantha recommends the Innexus Texting Booster because it easily “text-enables” your landline phone number to allow quick and safe communication with patients for curbside adjustments and repairs, to schedule a visit, check-in for an appointment, upload pictures of their insurance cards, and more. You can even send a secure payment request and patients can conveniently pay their bill whenever they want. The Innexus Texting Booster is only $59/mo and no long-term contract is required.

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12. What program or app do you recommend that includes a HIPAA compliant media release for patients to sign that allows us to use their photos on our social media and in other marketing?

Samantha recommends the Innexus Social Booster to effortlessly send text or email invitations to patients requesting an online review. This tool also includes HIPAA compliant photo-release functionality for patient pictures and testimonials, post-ready social media content, a post scheduler, and more to build a positive online reputation that helps patients choose your practice.

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13. Where can we find short commercials to loop on a TV in our office?

Digital displays add an upswing in overall retail sales volume by 31% and over 40% of shoppers say digital displays can change what they buy. Samantha recommends Innexus Digital Display. With only a small piece of hardware, you can convert any TV with an HDMI port into a digital display and use it to loop video content in your practice. Create your custom video playlist by selecting from our content library, use your own, or work with our creative team to develop engaging custom content for your practice!

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14. Where can I get help creating a social media strategy plan?

Work directly with a dedicated Success Coach to define and implement a social media strategy personalized to your unique practice. Your Success Coach helps optimize every aspect of your practice’s social profile pages, routinely post highly engaging eye care content to your social pages every week, develop successful social & Google ad campaigns, and many other essential social media activities.

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15. How can you ask a patient for a review after their visit without sounding too forceful?

Prior to them leaving, you can ask, “Mrs. Smith, it’s our commitment to our patients that they are 100% satisfied with their experience at our office. Is there anything we could have done to improve your visit with us today?” If “yes” – fix it! If they respond “no,” add, “That’s great to hear! We’d love to have ten more patients like you! In fact, it would mean a lot of me that if I send you a text link to our site, would you be willing to take 3 minutes or less to write us a quick review about your experience? It’s important you don’t offer an incentive or reward for leaving reviews.

To request a personalized demo or consultation please email us or call 888.963.8894.

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