Healthcare Virtual Assistants: Innovating or Disrupting the Front Desk?

[00:00] [Music]

[00:30] [Music] [Music] good afternoon everybody my my name is

[01:00] Mike Yablonowitz and I am the president and CEO of BBC Global Services our mission at BBC Global Services is to assist our clinician Partners in staying informed about new technologies and methods that can simplify their lives in uh the experience of their patients and enhance profitability our unique Partnerships with our clients sets us apart from our competitors when clinicians choose BBC Global as their staff augmentation

[01:30] partner they receive HIPAA-compliant managed staff but also importantly they benefit from our proactive research and development efforts to identify Market Innovations a notable enhancement in the virtual services for clinicians is the integration of video technology this Innovative feature brings patient communication closer to the experience of in-person Clinic interactions with front desk personnel

[02:00] Virtual Sally has developed this groundbreaking technology which significantly en enriches the virtual administrative experience for clinicians and the patients that they serve so what is this revolutionary technology before I have you hear from Mark and Wendy the presid CEOs of Virtual Sally let's see a quick video of this technology in action by witnessing how it is used in our call center to

[02:30] support some of the clients a virtual [Music] [Applause] Sally

[03:00] [Music] hi good [Music] morning

[03:30] [Music] that all right Mike let's go yeah I'm back I'm back so over the next 30 or so minutes Nathan we'll introduce you to the leaders behind this company and its innovative technology

[04:00] we'll explore their motivations of why they did it and why they continue to do it uh our goal in all honesty as with all of our webinars is deliver tangible value to the our clinicians recognizing that their time is precious and they want to get everything out of it with that introduction I'd like to hand this over to Nathan Bush our head of growth to lead us further in this conversation Nathan off to you well what is up guys what is up we have got an incredible show packed today for you all

[04:30] about this Health Care controversy that's going on right now this Health Care controversy with virtual assistance and we're going to show you over the next 30 to 45 minutes exactly why this Health Care controversy really isn't a controversy in fact it's more of a disruption it's more of a change it's more of an impact to the industry in the way that things are improving and moving along uh in in way that we're actually I guess COVID really took us into the 21st

[05:00] century if I had to be uh you know straightforward and direct about it uh in this show today we're going to cover some introductions with Mark and Wendy we're going to cover an Innovative front desk replacement we're going to cover how that front desk replacement is a patented system we're going to cover some key differentiators and ways that this system is used that's different than anything else that's like it on the market and why we partnered with Virtual Sally in order to bring this to your clinics we're going to address some concerns that you might have with tech knowledge you're want to talk about them

[05:30] at least so that you know what concerns may be out there and then we're also going to look at some personal interest of those uh to CEO the and uh and the uh Co I guess of Virtual Sally so we're super excited to to unpacked this incredible presentation with you today I do hope if you're watching this on replay understand that this is for you this is for you and how do you know if it's for you well you're in the healthcare industry specifically if you're a physical therapist this system

[06:00] was designed around Physical Therapy I'll also tell you this if you're in business just in general maybe you're in the health care space maybe you're not but you need a remote virtual receptionist uh this this will show you and showcase some Innovations and changes that are happening in the health care space that will help you out and help you make decisions on what to do inside your business if you're an innovator or early adopter in business this this webinar is absolutely for you there'll be Revelations there'll be there'll be es that happen today inside

[06:30] of your thought process that go man maybe there's some some different ways to go about doing this uh individuals that are interested in in modernizing their customer service look this is 2024 now we're so excited to be doing this webinar in January of 2024 because this is the new wave of technology and so if you're interested in modernizing your practice and bringing things up into uh modern times and doing things a way that current clinics are doing things across

[07:00] the country this webinar is for you and if you're an organizational uh kind of operational efficiency person and you're looking for ways to fill in gaps or fill in holes in your practice this is one more tool that you'll be able to add uh to the tool belt now who is this webinar not for everybody always asks me like should I be on these webinars or should I not be on these webinars and so I want to make sure you knew uh who you should be and who you shouldn't be number one if you're a time traveler from the 19th

[07:30] century you probably don't understand all this new technology so you probably shouldn't be okay okay enough with the jokes right well maybe you're a a a fan of paper mountains you're from you know you just love having the tangible file in your hand and you cannot get past the fact that you need stacks of papers all over the desks everywhere well this probably wouldn't be the webinar for you okay maybe you're a dedicated queue enthusiast you got to you got to have lines you got to have things backed up things aren't supposed to be efficient in your world you just like to sit and wait around or maybe you're a robot-phobic

[08:00] there's all kinds of phobics in today today's world that we've been naming uh one more of those phobias maybe robot-phobic and if that's you look this might not end up working out but I'd still hang on uh throughout the entire webinar and see if Virtual Sally might be a good fit for your practice uh maybe you're a secret double agent in Disguise yeah if you're a competitor uh Virtual Sally uh or you're a competitor of BBC Global Services uh the get off my webinar why are you here all right maybe

[08:30] you're a tech-averse hermit crab right you just live in your own shell you can't get up with technology or you're a teleportation expert meaning you can be in multiple places an instant well if that's you and you can be a multiple clinics throughout the day then you know you probably don't need this webinar or maybe you're a reality TV show producer looking for office drama if that's you look this system eliminates a lot of that office drama that goes on in inside of the office and so you you probably

[09:00] don't want to finish out the rest of this presentation or if you're a magician who specializes in patient Disappearing Acts meaning you don't like your patients and you want to send them off somewhere else okay then maybe this isn't the right webinar but if you love patients you don't like drama you need to be in multiple locations at the same time but you can't you embrace the new technology you're not a competitor of ours you don't have any phobias to robotics look this show is going to absolutely be the thing that changes

[09:30] your practice or could be the thing that changes your practice in clinics forever you know for those of you that have followed BBC Global for a period of time I came out of the healthcare space myself I was in uh a medical device sales and in our clinics we sold to the consumers and we used to have these remote locations we call them satellite locations and so we had multiple uh offices they they couldn't afford to support the the the full-time staff but they had the clientele in the area that

[10:00] required the service uh for the clinics in that area and this particular uh organization um oftentimes had difficulty finding staff members for these remote satellite locations even if the revenue did support it Today's Show follows through on how to solve that problem and if you are the same as we were trying to grow and scale your organization you have these multiple locations and you can't be you can't have receptionists in all different areas at the same time duee to increase

[10:30] in a number of different things that's going on in the economy right now or whatever this show is going to be for you look John Maxwell says this in the 21 irrefutable laws of leadership uh author says this change is inevitable growth is optional change is inevitable things are changing right now in the marketplace they are they are improving they are getting better they are getting more efficient they're getting more cost effective the problem is is you probably don't feel feel that in your practice

[11:00] and the reason you probably don't feel these things inside of your practic is is because you haven't experienced the growth that needs to happen from some of those pains that you've had along the way in fact you might have some of these pains that are going on right now I know that there's a current research study out there that says 63% of recruiters say that there's a talent shortage in 76% of hiring managers admit that attracting the right candidate is their greatest challenge maybe this is a pain for you they're saying more than nine

[11:30] out of 10 employers are struggling to fill jobs and I think that might be around this right here I could be wrong um I'm I'm not in the political aspect of this I'm just reporting the facts when it comes down to this minimum wage is increasing across the United States I clipped this headline from a LinkedIn post and it was basically saying in La uh that minimum wage is $64 in West Hollywood was $17.95 but this isn't just California

[12:00] this minimum wage uh situation is happening all across the country increasing cost to organizations putting additional burdens on these decisions that businesses need to make and so I love this option today I love this option of Virtual Sally I'd like to bring up Mark and Wendy and let's have a conversation because you need to meet Mark and Wendy they are from Virtual Sally they are incredibly Innovative they have 20 years of experience inside

[12:30] of the physical therapy space specifically and Mark and Wendy were looking for a way to solve this problem in their own clinics I'd like to welcome to the show Mark and Wendy hi Mark hi Wendy how are you hey how are you thanks for having us great wait Mike can I hire Nathan no you guys are you guys are are doing incredible work in the health care space I mean this is you know it's it's it's pretty difficult and pretty different for me to come across

[13:00] something that's that's really from an employee standpoint new and riveting and changing and this this program a Virtual Sally is really changing the way that clinics operate but they're doing it for the better and so why don't you tell us a little bit about your background Mark and then Wendy why don't you guys give us a little bit about the experience so everybody can kind of understand where this solution even came from um you actually gave us a few years of um youth so I appreciate that we've actually been doing this over 30 30 years so a while but uh yeah we started a practice

[13:30] together back about 30 some years ago private practice and uh grew it over the years um I'm the serial entrepreneur I've had some other things uh I've had other technology companies software companies uh was one of the first actually the first franchise of Five Guys Burgers and Fries and uh and some other other things along the ways but um Virtual Sally really came out of something that Wendy an idea that Wendy had originally Yeah in our practice I just had enough of the phone ringing before 6 o'clock in the morning and people not coming in and hiring somebody get getting them trained and as soon as

[14:00] they were ready to go and not making mistakes anymore they quit so one day I'd had enough and I told him I came home and I said we're going to Outsource the front desk we're going to make it virtual and he was like what and so we set out to do it and in 2015 we started doing in our practice we kind of put a few things together and over the years developed it um more and more to where we were having patients come through tell us how cool it was and even a lot of Physicians uh encouraged us to make it a product to put it out there in to Market and as the market changed we were like yeah this is the way to go so uh

[14:30] about three years ago uh actually before Co we were doing it but right as COVID emerged we were actually already doing it in our practice and we put it out there in the market and uh have had a wonderful response to it and you know the as you said Nathan the environment's changed if you look at the grocery store today everyone's self-checking out even there's people standing there so people are adopting this technology they love it they say how technologically advanced it makes practices look so it's been really fun to do yeah and you know one of the reasons that we were so intrigued about this product not just from the the

[15:00] the partnership from the virtual assistance standpoint like that's you know that's what we do at BBC Global Services however we were excited about this partnership because of my background I had this exact same problem in our in our medical device clinics we we solved hearing problems and we would often have patients at the that would come in to the front desk and the clinician would be in doing a a hearing test and so nobody would be there to greet that person no matter how many ads

[15:30] we ran or how much money we spent on indeed or whatever some of these roles were just really difficult in the remote areas to fill and so your guys's program is really changing the whole front desk experience uh across the country it I mean tell me a little bit about the traditional front desk that you were running Wendy and then explain to me how the Virtual Sally program made it more efficient for you yeah absolutely so the time we started Virtual Sally in our practice we had seven offices so you can imagine how many times someone didn't

[16:00] show up for work and exactly like you said Nathan we were pulling on the back to cover the front or we were pulling somebody from their job which means they weren't doing their job that day or if we were pulling from the back we were disrupting patient care or we weren't collecting payments at the time of service which for especially physical therapy is very problematic because if you don't collect that copay at the time you might as well not collect it because it takes you more money to collect it than to have it and we didn't have a good patient experience that people like you said would walk out the door because there was nobody there so our product actually allows a person to be anywhere

[16:30] in the world uh with BBC Global in the Philippines or Mexico or wherever and they can cover offices everywhere so basically we went from a traditional model of having one or more receptions in each of our offices where we had a pool of receptions that can see all of the offices that they're covering at the same time simultaneously and they can also see what each other are doing they can go in and out of calls like this is a closed call no one else can get in but with our system you can go in and out of calls you can put calls on hold you can be in calls and see what is happening at

[17:00] all the other offices at the same time video yeah so because we have continuous live streaming video of each of the waiting rooms all of the waiting rooms are being fed to all the group of receptionists so they can be there so when you hire a group like BBC Global through Virtual Sally you're hiring a team of people so it's not just one person there they can answer your phones they can interact with your patients they can do authorizations verifications all the things that you need to have done for that front you can Outsource and as I tell people you can wipe your hands and say that front's done I can

[17:30] just concentrate on patient care I absolutely love that in fact we have a mutual client uh Rose City and through their experience with uh BBC Global Services we partnered them with Virtual Sally in order to be able to uh better I guess address their concern with this front desk role in this position now from our perspective I could tell you all day what a great client and what a great success it's been with BBC Global Services being the virtual assistant that helps that Front Desk position but

[18:00] from your guys's perspective tell everybody a little bit about the Rose City story they are wonderful so at first they were just hiring uh BBC Global and Virtual Sally to kind of cover for their downtime for their extra hours Etc they were still going to have their inperson person there because they thought like oh this is not going to work well very quickly they realized that it would work and they had their inperson uh do other jobs for them uh we met them at a conference recently and they were telling us about their uh virtual receptionist through BBC Global

[18:30] and it was heartwarming they have um integrated that person has completely come a part of their culture this conference was right after um Halloween and they were all dressing up at the clinic and he just happened to hear that they were dressing up and Halloween he showed up on the screen dressed up as Big Bird it was priceless they also uh in October they were doing on Fridays they would wear pink for breast cancer awareness uh month he also heard that every Friday he showed up sharp with his pink shirt on and became a part of their

[19:00] culture they love him he loves them and they both have changed each other's lives uh G is his name and he has made a difference in Rose City uh their efficiencies their patient volumes uh even their um productivity in just a few months they were able to report a 30% uh cost savings and that was just getting started in just a few of the factors that they had gotten but C 30% saving yeah just within a few months mark you got to be really proud that you guys have at least pleased that you guys have

[19:30] built the system that integrates the personality or the company culture with technology absolutely can you speak a little bit to that can you tell the audience a little bit about what your vision was whenever you built Virtual Sally well that was it's a great point that was a critical a critical part because the one thing that we constantly always heard is that I need to have that Personal Touch and so when we started designing this thing originally you know my background I was going to build a kios driven system that could do this thing very efficiently but it wasn't going to be a real person and so we

[20:00] quickly found out that that wasn't going to work it was going to have to be a live streaming video a live person um that actually just kind of way we're talking right now uh that that could actually do that and it's it's really funny in fact um you know a lot of our customers say well well customers will they really get that personal relationship like they did before with with a live person and we've actually had um patients leave Christmas gifts by the kiosk uh during Christmas time uh for and they say hey can you make sure Alex Alex gets this and and then during the summer they'll bring in vegetables and they'll put them you know from their

[20:30] garden and hey can you make sure Alex get this or whoever the receptionist so it's really funny so so fortunately that succeeded for us because that was the intention was to make sure that this was going to be just like the person sitting in front of you that they would develop the same kind of relationships and be able to handle as cust customer issues patient issues like like anybody else yeah that's incredible I mean the human side of this technology is in incredibly important it personalizes the technology and and and allows the the patient to build a relation relationship with a person that would that's sitting at that

[21:00] front desk and not just a machine or a computer now with that said there is some patented components uh to this process and so it is a piece of technology why don't you speak a little bit to to that unique patent solution that you guys created and kind of describe that virtual reception feature sure so this patent really shocked me to be honest we we've patented other things before and we filed this patent with 24 claims is what they call so you claim certain things when you file a patent and usually you'll get one or two if you

[21:30] get any and we got all 24 it was unbelievable and so it really is an endend solution um but the key is like Wendy mentioned on the reception side they can see a live streaming video session of each Clinic that they cover as well as their their counterparts um their other receptionists in the pool and so they can bounce in and out of these offices at any time and so they become incredibly efficient they can transact any kind of business um remotely that they they could if they were sitting there in person so the that's all part of the patent we can actually print locally so um if if somebody's out of a

[22:00] form or they need a work note or what have you we can print anything doesn't matter if they're in the Philippines they can print directly to that clinic that's here in the US and so that was that was a unique aspect of it as well so those things are really really important they can take payments take insurance cards whatever they need to do yeah so there's a couple key differentiators that you were talking about the first one and let's break this down just a little bit there's a document scanning feature directly for the receptionist how does the document scanning Feature work so they can do a

[22:30] couple of ways we actually have Card Capture so if we want to capture their ID or their insurance card they can capture that and move it directly into the EMR or they can scan multiple documents so if they're bringing in multiple pages of medications or MRI reports doctor's notes drop that in the scanner it scans all the documents and the receptionist remotely can take that and move it right in directly into the EMR um so everything to get that chart set up so that as soon as the provider finishes with the case we can get that um encounter built out to the carrier yeah and then talk a little bit about

[23:00] the unique feature about how you're working in multiple locations at the same time that's really innovated yes and that's the big part of our patent two parts of that I really love is that the patient does not have to do anything on their part in order to enact the um call or the interaction so I always couldn't say you can walk in have a seat or lay on the floor and kick your feet but we can pop right up and greet you without you having to do anything uh and then we're able to also while we're talking to you let's say that I can see people are backing up at another office

[23:30] I can um go over I can put you on hold and while you're get digging out your insurance card I can greet a patient in another office check them in I can see you've got your card ready I can come back capture that card and also all my colleagues that are helping me out with this team they can also see those and I can see that they help the patient at at office number one I'm helping office number two and Susie Q is helping office number three so we can go in and out of those calls and we can talk to each other about it so everybody can see what's going on this same time kind of like Hollywood Squares yeah we are

[24:00] talking guys with Mark and Wendy from Virtual Sally who created an Innovative platform to allow you to have a virtual receptionist that works uh directly inside your clinic but also can work in multiple clinics at the same time uh they've partnered with BBC Global Services because we provide a virtual assistant that provides that entire backend that can do all the administrative tasks within your office and so if you're just tuning in or you're catching this on replay we are talking all about the future and what it looks like but how it's today these are

[24:30] things that are changing and Clinics are using all across the country uh with patented technology that handles document scanning being able to be in multiple locations at the same time and then I also heard Mark talk about how you guys also can take payment so like taking copays and things like that making sure that that happens prior to the service correct absolutely at the time of service they can uh either store their card on file or we actually can process the credit card payment through a credit card terminal because we all know some people don't like putting that card out there they just want to put it in the machine and take it off we

[25:00] absolutely can do that we can email them a receipt or we can actually even print them a receipt regardless of what they want we could take care of it yeah and we were chatting a little bit a couple weeks ago before the show just kind of prepping and talking through some of the things that we wanted to talk about and make sure that I highlighted and one of the things that we talked about was this concept of telemedicine it's very acceptable with telemedicine that's out there right now doctors that remote in Via video and be able to help a specific you know nurse or patient in a specific medical setting now we have virtual receptionists it's very similar to the

[25:30] telemedicine concept just able to handle the patient in the lobby room and with physical therapy you have to be Hands-On anyways so this is one way to augment those cost uh and reduce things similar to the way telemedicine works I have up on the screen for everybody if you're you're listening on audio only I know you can't see any of these photos or pictures but I'm going to describe for you real quick and then I'll let them talk about it the actual virtual kiosk uh in the picture on the screen you see a credit card processor proc where they can slide the card in I you

[26:00] see the screen where they can check in and that will notify the the uh the virtual receptionist that somebody is in the clinic but the I I believe that the virtual receptionist can see into the clinic anyways to know if somebody's there and then also you see the scanning device it's all hooked up this is actually the setup from our Rose City client uh on how this particular process works within your clinic uh Mark what is what was the thought process on the design or the setup of these kiosks from the technology standpoint Simplicity Simplicity Simplicity I mean it's it's

[26:30] you has to be simple and anybody in software design will tell you that um I think Bill Gates did a pretty good job and Steve Jobs did a pretty good job of keeping things simple um but yeah we wanted really um we ask two questions up front um do you have an appointment today yes or no and then if you do then is this your first appointment or your initial appointment and those are the only two questions we ask and those two questions will tell the receptionist pool what kind of patient that's going to be so is this initial eval is it a a repeat is it a sales rep is something that you know somebody just dropped in

[27:00] um and so that helps them to manage that that that docket basically if you will of folks that are sitting there but uh the key to it is you know to touch sensitive screens they just touch it there's no keyboard there's no mouse you don't really have to worry about any of that um the scanner in fact um the reception is control so they don't have to push any buttons they simply put the documents in the scanner they don't have to push start or anything and the the receptions can control the scanner remotely so again the key was to keep it really simple and it's Plug and Play so that's a really nice thing too it

[27:30] arrives to you ready to go all you do is plug it into power and ethernet and it's ready to go yeah and it's you know I know that a lot of you guys now by this point you're like you're I'm sitting in your shoes I just have this unique ability to like sense when you're watching the show and you're watching these webinars to kind of know what you're feeling as you're going through this I don't know why I have that unique ability but I just do and I know what you're thinking right now you have some concerns that have popped up and in these concerns you're like like well what about the downtime this is

[28:00] technology right what if the technology doesn't work what do you guys do about down how do you eliminate downtime because I know that that would be my first question if I have a hearing clinic and I'm concerned and I want to make sure that there's a receptionist there what do you do about this down time yeah we actually use uh I always joke and say if I'm betting on the Internet or a person I'm gonna take the internet you know 100% of the time but we also can address that so if your internet goes down you can do cellular backup and that is actually um really Advanced since we started with this it's gotten very affordable to use a cellular

[28:30] backup if your power goes down we recommend a battery backup that can run anywhere from 4 to eight hours so regardless of power or Internet it continues to work yeah people don't show up for work if you have a technical thing that comes up from time to time what what a great thing that you guys have though with that call-in feature for tech support absolutely that that's again in software the most important thing is your is your your service your your tech support uh response time um 99%

[29:00] of the time when you call we answer the phone um and if you don't it's within 10 minutes you can file a ticket as well um but we are overboard when it comes to tech support um it's it's super important the biggest reason is because this is a paradigm changing product right people change their front desk the way they operate with our system so it's critically important we run and so that that's our primary objective so if it something goes on we want to hear about it immediately and we were G to we want to turn around immediately yeah I I know that the some of you might be thinking well I want my receptionist to sit at

[29:30] the front desk so they can do little errands and go get things well that's a different service guys they have instacart and they have door Dash and there's a variety of other things that are out there that have allowed us to be able to still receive all of the same things that you're looking to achieve from efficiency standpoint now you just have that in the receptionist you guys want to talk a little bit about this paradigm shift that's going on and every once in a while you'll have a client talk about this with you sure yeah so well as I mentioned it's um it is it is a paradigm change only

[30:00] because if you went into any of our clinics we don't have a front desk there's no front desk at all and so all we have is waiting room chairs and the Virtual Sally kiosk in fact um when we when we did this we eliminated that space and we turned it into treating space so it became billable space and then we when we opened new clinics we they didn't have to be as big uh because we didn't have a front desk and so that was that was really quite a quite a benefit that we didn't really expect yeah the Paradigm sounds like it's actually a better shift for the clinic because you can make more revenue and

[30:30] save more money so that would be the paradigm shift that I would be most concerned about how about this one how about the patient experience right like I I know that if this was 10 years ago the patients might be concerned about the experience with technology but can you speak a little bit to now how patients love this experience and how it's changing even the interaction with the clinic and and service and stuff like that sure yeah when we started back in 2015 you're right nobody talk like this even our elderly patients were a

[31:00] little bit more cautious about that but if you today they've been talking to their kids their grandkids or even their significant other for four year plus years now this way so they're very intuitive of that and they also like the fact a lot of people not just elderly like the fact that it's not another exposure point so we' go in and out of flu season, COVID season whatever you have to see the provider but you don't have to see a real person up front in uh exchange of those germs you can still get everything done without having to had that happen so we've had people now that actually was funny we had one

[31:30] person that gave us the most upsetting remarks initially, actually after COVID, called us back made a point to call us back and tell us that she was completely wrong and she was so happy that she did not have that exposure at the front and she was just elated at how much it helped her that's incredible that's incredible and yeah sorry I I know that that you guys gotta be thinking then like with all this benefit that's coming from this technology the ability to make more money I probably said cost savings like a hundred times on this show

[32:00] because that's a big part of what this does and makes things more efficient but I know everybody's probably consider well what is the cost then like how do we deal with this the the the price of of this Virtual Sally service yeah yeah it's ridiculously inexpensive we should probably charge a lot more for it but uh it's it's a monthly licensing fee and it's a fraction of what you pay for a person um and obviously since people can do more for instance our clinic ended up being uh we had 10 total clinics and we were able to work with only eight with

[32:30] only four receptionists and so that's because they could job share the way the way we talked about earlier um so you want to say something yeah I was just gonna say it's definitely affordable and that was one of our goals at this point in our career we really wanted to see Private Practice our practices at all practice of medicine practice of therapy the practice of anything survive and if we don't we wanted to be able to cut cost without affecting patient care and we love the people up front we love that interaction that's why we made it a real person um but we don't have to have them

[33:00] there physically to create that yeah and that's also why BBC Global Services partnered with Virtual Sally is because Virtual Sally is the the reception front desk however BBC Global Services supplies you the resource the person to be able to administer the Virtual Sally software platform and with Virtual Sally the wonderful benefit is is that you now not not only have the technology piece you have the person piece we also get a management team that oversees that support staff that works specifically in

[33:30] the health care space that helps with training or questions make sure that they're doing what they're supposed to uh at BBC Global Services also all of those people work in an office and so this is this is the wonderful benefit of you know kind of working in that office like we showed you in that video uh up front is that the managers if there's something that needs to happen as long as they're not on camera with a patient can have a quick convers ation with them and make adjustments uh that need to be made in addition we track the time so

[34:00] you do have a person you do have a receptionist there and for if the person's off we have backup staff that can fill in uh for the day and make sure that you don't have any downtime um and we also make sure that that person works the hours that they said that they're working inside of the the the center that we have in addition to that the virtual assistant a healthcare virtual assistant uh we also provide reporting for you and so the things they worked on the things they did the productivity of that staff member now you can begin to

[34:30] get different performance indicators that will help you grow your practice and then the last reason that BBC Global Services uh uh last two reasons that BBC Global Services wanted to partner with Virtual Sally is that the technology platform is great the person there in the in in in the ability to have those uh patient interactions is even greater but here's the even greater uh piece to all that we have an augmented Leadership Model at BBC Global Services meaning if you need to offer feedback training

[35:00] additional resources support you want to change an operational thing in your business it's not the way BBC Global Services runs business it's the way you run business and so we make sure we follow your policies your procedures so that you can have the staff members doing this reception job the way you want it done not the way that we made up and with that said overall uh Digital Compliance which is one of the largest consulting firms in the United States for HIPAA-compliant they provide HIPAA-compliant certifications and trainings

[35:30] they reveled BBC Global in a previous webinar that we did is is the Premier example of HIPAA compliance and proactivity and the stance that we take and so your patient information uh the the clinical experience is so important to us at BBC Global and that's why Virtual Sally has become uh an important partner uh with BBC Global Services now with all of that said said uh Mark and Wendy um I know that you guys are not

[36:00] just good partners with us but you guys enjoy also you're good partners with the other each other you love doing things together um and I know that uh Mark you talked about the fact that you loved old cars what was the old car that you told me was your favorite that you had right now oh it's got to be my 1965 Mustang GT convertible I've had it for 20 some years and my father retired from Ford so I've always been kind of a Ford guy even though I have other cars uh but but uh but yeah that's my that's my all-time favorite that's awesome that's awesome

[36:30] do you have any other classic cars oh yeah getting started but you can't oh yeah I got a 1971 Lincoln Mark III a 1950 Studebaker pickup truck and 1965 Ford pickup uh Porsche little Mercedes bunch of cars but I I the hardest thing is finding a place to put them yeah yeah I could I could imagine now you said said something about a a an old pickup

[37:00] truck is it is it a show truck or do you use it like my grandpa had an old pickup truck but it was all beat I have two and they're one and the other okay so the 65 for is completely restored it's beautiful the 1950 Studebaker is all original including patina paint and it is super cool in fact uh our daughter is getting married in October and they're going to use it as a bar in the wedding so it should be interesting oh that's incredible yeah I was I asking the question because I was wondering if Wendy uh whenever you did

[37:30] gardening you guys had to go get loads of dirt and stuff and pack it in the back of the truck nothing touches these cards yeah not no no rain yeah yeah H so and Wendy you're super you're uh Wendy you're super into fitness as well what are some of the things like so I know a lot of physical therapists will watch this uh program and what are some things that you enjoy most in your Fitness experience that kind of keep you in well shape because you and Mark are both in great shape

[38:00] both have wonderful personalities what are some things that you do though in your routine that kind of keeps you healthy and happy that physical therapists can do that are extremely busy oh you know we all do the same thing and especially you know the lifting you know really weight training is very important and you know as physical therapists we are good models for that for our patients so I think it's important we see just staying active in any way but I'm a big Runner I'm a big lifter so I I enjoy doing all those types of things I enjoy eating well too so I've uh emerged I was brought up with a h basic uh meat and

[38:30] potatoes diet so I've actually exposed him to more things and he probably wants to be but I'm very creative in the way I I cook and make meals so it's always a mystery meal each day what we're gonna have how hot it's gonna be mostly is what it is yeah that's incredible all right well I know that uh we're coming up now on kind of right at that 40 minute Mark and if you guys have some questions I know if you've been hanging on you might have some questions go ahead and and throw them in the chat um let's bring Mike Yablonowitz back up here to the stage as

[39:00] well uh hey Mark Mike what's up um so you've been listening on this conversation adamantly uh knowing in the back of your mind all of the great things that BBC Global Services uh can provide on the back end of this Mike would you mind sharing with the the the audience a little bit as they're getting their questions ready what are some things that BBC Global Services does above just taking the payment and taking the scan documents and uploading them

[39:30] into systems you're muted let me pull you off mute here Mike all right now am I here now you're good we provide you know a smiling face you know a virtual handshake a warm feeling when people enter into the clinic you know we've been doing virtual service I mean for for a while um and besides like you know as

[40:00] you guys could see Mark and Wendy just great people overall and but they have a great product um and when I first met them a few years ago I just yeah this is just the next level of being able to provide the patients of these clinicians and doctors that level of handshake that you know as much as the virt assistant services do a great job you know it still is missing that

[40:30] whole face-to-face eye to eye that you get from this amazing service and product combination um so it's funny when I first when when I first met with them and I was like oh this is going to be easy you know some of the things you take for granted when you're kind of behind the scenes right it's like the guy who's you know like we get analogies especially on the fly was be terrible um is that you know you really are able to

[41:00] really provide these patients with these with these wonderful communication that you can't do you know when you're on the when when you're on the phone and it's a Mac thing but the new update uh but but also it it really I forgot how different it is to support because when you're behind the scenes like I was saying before you don't have to worry about you know what you look like what you're saying what you're doing you know everything because

[41:30] part of being on the phone is you don't have to worry about what you look like so the screening of our people is quite different now right we have to little things you'll forget about is we have make sure they're not eating on camera that they're clean that they're wearing proper un the whole thing so it was just a it was it was a little bit of different different uptake for us but it really does provide just that that next level of personalized service that all the doctors of the clinicians love and

[42:00] that's why like we are so excited to not only we've been we've been offering we've we've been working for Virtual Sally supporting their client, their clients but we've been really integrating into all of our clinici partners as well because we see what an amazing Next Level it is to providing that patient service and you know I'm I'm not a pitchman like you Nathan but you know the cost is is is is negligible to to to the to what they get um from having that communication from

[42:30] as the Jo the joke again you know you know Harvey comes into the physical therapy clinic like hey Harvey how you doing like they love it they love that stuff and I never I always thought there'd be a difference but I never believed that it would be this much of a difference um and it's just probably one of the and when I say Innovations it's probably one of the greatest Innovations that's come from this next level virtual service and it as much as it seems so simple it it's

[43:00] it it's so complicated um also last thing because this is your time and you should have asked me to talk especially at Haw um you know whenever you know one of the things is that we're very we take a lot of stock in our service level right it's a big thing of what we do the HIPAA compliance making sure we're doing the right thing for our patients and all that sort of stuff having a partner and introducing those partner to our people and to our clients it has to be someone great and they

[43:30] really are like what they're doing and their service and their product the fact it's p patented the fact that they have developers on staff the fact that they take a personal approach to their product and their service I don't have to worry about getting that call at three in the morning from a client saying hey your service stinks like oh it's not my service no anything that BBC Global Services does it's our service we the front and you know we're so confident

[44:00] like and I me we've been working them for a while that this is not only the the next level of patient care no not patient care excuse me patient communication but it's in line with the same you know Credo and the same way that we we look for to support our clients so although it's a different company I consider it the same do they treat their clients and they treat the the way that they keep up their software and the way they're constantly

[44:30] innovating it making it better the way that we treat our clients and our staff so that's a long answer as usual Nathan you did this you didn't have to do this you could have scripted mate to the reason why like we thought it was so important to bring them on this podcast and or whatever you call it and and really showcase them as well as their service to our patients our patients our clients our prospects everybody else out there that's that's be watching it now

[45:00] and as we know the replay is huge to Showcase really what this next level of patient care patient communication can do so yeah thank you guys for being on we got about five minutes and I'll wrap up with everybody here but I did get a couple of questions in for uh Mark and Wendy that I want to make sure get answered the ones that were asked for Mike I'll make sure that you guys get answers back to that just go to BBCGlobalServices.com and talk with the chat bot there put your question in there if you have a question for BBC Global Services but the question was uh

[45:30] for Mark here was are these cameras always recording in the offices how does that work yeah they don't record anything at all that would be a real a HIPAA issue within itself so we don't we don't keep any of the data we don't store any of the sessions um it's it's live streaming video just like this but it's not being recorded at all um we don't put it on our servers or anybody else's so um it's it's very important in fact we've been asked to record it so that um for training purposes and we don't even do that so yeah H this

[46:00] question here was for Wendy what is the most interesting thing that somebody has witnessed through being in multiple locations at the same time oh I don't know McDonald oh I guess one of the things that happened one of our offices uh at the time is in a it's a work comp clinic so it's in not the greatest section of town and we had a person come in uh and started like pulling up chairs in the waiting room just going off in the waiting room and so the virtual

[46:30] receptionist actually called 911 and yeah saw it happening before even the clinic so there's like a door between the clinic and the waiting room that's locked so no one actually ever had to interact with this person 911 was there in no time took care of it and the the clinicians were safe everybody was safe and so that person took care of it without us having to do anything so it it was pretty me it's not a security system but it sure did act well for us that day that's incredible that's incredible incredible all right I'll save the rest of the questions I'll get them over to you guys as the any additional questions come in and we'll

[47:00] make sure that those uh those those uh particular clinics get the answers to the questions that they're having I do want to be responsible and respectful of everybody's time today I want to make sure I thank Mike Yablonowitz uh for the opportunity to be able to host and to be able to Showcase this wonderful technology I want to make sure that I thank Mark and Wendy you two for being guests on our shows today uh your guys' technology is really revolutionizing the clinical industry and we're very appreciative of your time that you've taken today thank you for being here thank you so much thank you we appreciate you asking us all right guys

[47:30] I just want to make sure that all of you guys know and recognize if you have any questions at all if you need help please go to BBCGlobalServices.com there is a chat function there you can communicate interact there you can set up a free consultation with anybody if you have questions about virtual Assistance or how they work within your clinics uh if you have questions about our HIPAA compliance or any of that kind of stuff we'd be happy to field those questions and answer any of those things that you guys have we just can't put all that into one one webinar which is why we did a series of webinars before about HIPAA compliance specifically clinical

[48:00] partners that we've worked with and I recommend that you pay attention to the Future webinars that we're going to be doing because we'll have a series of clients on some that use Virtual Sally some that utilize our Healthcare Virtual Assistants platform so that you can get more information like this that's new changing Innovative and disruptive to the healthcare space thank you very much I'm Nathan Bush thanks again Mike Mark and Wendy thank you thank you bye