Bruce Lieberthal,
Vice-President and General Manager
1
Welcome: MicroMD User Conference 2014
Theme: Learn + Connect
• We’re 100% dedicated to your success
Success in a sea of regulatory change
• Creating a great customer experience
• eSERVICES from MicroMD, Partners
"Some men see things as they are and say why?
I dream things that never were and say why not?"
― George Bernard Shaw, Robert F. Kennedy
2
Our Parent Company: Henry Schein, Inc.
History and Vision
• Started 82 years ago by Henry Schein, NYC pharmacist
• Today: Largest global distributor of medical, dental and companion animal
health products and services to office-based practitioners
• Dedicated to providing virtually everything doctors need and helping them
build their practices while expanding access to care.
Size and Breadth
• 400 divisions in 190 countries; Global sales ~$10B
• #296 on Fortune 500; #89 on Barron’s 500; Member of NASDAQ 100 ®
• #1 in Fortune’s Worlds Most Admired Company in Healthcare
• #1 in its industry in social responsibility, global competitiveness
• Ranked by Ethisphere as one of the World’s Most Ethical Companies
Organization
• 3 Global Verticals (Medical, Dental, Animal Health) + Global Technology,
including Global Practice Solutions.
• MicroMD: The medical software PM, EMR and technology services
division reporting to our Global Practice Solutions vertical.
“I'm a success today because I had a friend who believed in me
and I didn't have the heart to let him down.”
― Abraham Lincoln
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Drivers
MicroMD: Laser-focused on What Matters To You
Key Initiatives for 2014…
• Pervades all we do
• Brings us closer
• Better products &
services
• Profitability
• Connectivity
• Integrated
Product
• Quality
• Innovation
• Industry
Requirements
Customer
Service
eSERVICES
•
•
•
•
Voice of
Customer
Access
Response
Quality
Flexibility
"Your attitude, not your aptitude, will determine your altitude."
― Zig Ziglar
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Client Experience Project
Optimizing Our Approach To You
Improve your satisfaction with us, our
products/services
Improve your clinical and business success:
Higher revenues, lower costs, stress
Focus on “Big Rocks”
Product, Client Services, Sales,
Marketing/Messaging
The single most important thing to remember about
any enterprise is that there are no results inside its
walls. The result of a business is a satisfied customer."
― Peter Drucker
5
Client Experience Project: Client Services
Access / Quality / Infrastructure
Metrics
1
• Visibility to KPIs
• Improving quality
2
3
Phone, Comm. Tech.
• Installed 11/2013;
• Improves access,
flexibility
Tighter Processes
• Interdepartmental comm.
• Escalation Protocols
• Etc.
"Insanity: doing the same thing over and over
again and expecting different results."
― Albert Einstein
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Client Experience Project: Client Services
Modern new
telecommunications
systems and software
Enables us to
understand, adjust to
peaks/valleys, team
performance
Systems
Optimizes call center’s
ability to get to you
faster
Provides us with RT,
other metrics on queue
time, abandon rate,
first-call close, etc.
"There cannot be a crisis next week. My
schedule is already full."
― Henry Kissinger
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Client Experience Project: Client Services
"There cannot be a crisis next week. My
schedule is already full."
― Henry Kissinger
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Client Experience Project: Client Services
Tighter, faster
communications
between support, other
departments, external
organizations.
Sensitize management
by mandating:
• Visits to customers
• Listening to calls
Processes
Processes to escalate
critical issues
Daily review meetings
Team Training,
accountability
Daily management
reviews of all open
tickets
"Coming together is a beginning.
Keeping together is progress.
Working together is success."
- Henry Ford
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Client Experience Project: Technology
• Monthly releases to
Release
eradicate defects
9.0.4 Maintenance Release
• Deep “scrubbing” of
• Regularly scheduled maintenance
release
all MicroMD
technology
9.0.5 Maintenance Release
• Regularly scheduled maintenance release
• Development,
QA
Development
team processes that
9.0.6 Maintenance Release
QA
ensure• quality
Release focused on some regulatory requirements
• 2014 UDS requirements
• Certified coder
Surescripts
involved in• v.10
tests Formulary and Benefit version update
•
Additions to Women’s Health Module
10.x.x Major Release
•
•
•
Release Date
4/24/2014
6/26/2014
•Focus on user
requests,
optimizing
8/19/2014
workflow
• eSERVICES,
regulatory changes
• Streamlined custom
reporting/interface
processes
12/17/2014
ICD-10
Critical usability and workflow enhancements
Performance enhancements
TBD 2015
11.x.x Major Release
"For changes to be of any true value, they've
got to be lasting and consistent."
― Tony Robbins
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Client Experience Project: Technology
• Expanding Cloud
offerings to ease your
upgrades
• Assistance upgrading
Hardware/network,
when needed
IT
•Self-service Cloud
services: Unlock
account, PW reset
Register at
MicroMDCloud.com
• Expanded, faster
network and IT
assistance when you
call support.
Computers are like Old Testament gods; lots of
rules and no mercy.
― Joseph Campbell
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MicroMD Cloud-Based PM + EMR
Hosting: Keep the Software, Lose the Hassle, Lower Cost
• One affordable price / month for software and all services
2
1
3
Software runs on our
servers  alleviates
hardware
upgrades/maintena
nce/Set-up/Security
When MicroMD
changes, we just
update our servers
• 24x7x365 secure,
HIPAA-compliant,
anytime, anywhere
access
• Complete disaster
recovery
Upgrades
Hardware
Access
The day I made that statement, about the inventing the Internet, I
was tired because I'd been up all night inventing the Camcorder.
― Al Gore
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Client Experience Project: Sales, Finance
Simpler, streamlined
pricing, order
processes
Restructuring of sales
team under new
management
Sales
• Single monthly bill
• Flexible auto and
online payment
options
• eSERVICES, bundles
optimize your practice
• Account management
services.
"A nickel ain't worth a dime anymore."
― Yogi Berra
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Client Experience Project: Sales, Finance
Monthly Recurring Charges:
One Consolidated Invoice
Support Billed Monthly
Saves You Money
•1% support discount – CC auto-pay
•2% support discount – ACH auto-pay
•Register at: MicroMD.com/Help
You don't get paid for the hour. You get paid for the value you bring to the hour.
― Jim Rohn
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Client Experience Project: Training
• MU Training Program
Bundle: Training,
services, attestation
assistance
• In-Program
(“snippet”) Videos
• MicroMD Lounge
Tutorials
(MicroMD.net)
Training
• ICD-10 Transition
Services
• Flexible Training
Services: On-site,
Internet, At MicroMD
Recently, I was asked if I was going to fire an employee who made a mistake
that cost the company $600,000. No, I replied, I just spent $600,000 training
him. Why would I want somebody to hire his experience?”
― Thomas Watson, IBM
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Client Services: ICD-10 Transition Services
•Bottom Line:
• We’re ready; Gov’t. is not
• v.10 will be held:
• Adding features, focus on user
requests
• Services ready include:
• ICD-10-ready PM + EMR software
(v.10)
• Web + in-person ICD-10 education
sessions
• PM + EMR software training programs
• PM + EMR documentation, video
tutorials + self help tools
• MicroMD Upgrade Team
• MicroMD Transition Guide
Politics is supposed to be the second oldest profession. I have come to realize
that it bears a very close resemblance to the first. — Ronald Reagan
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Client Services: ICD-10 Transition Services
• Our Recommendations:
• DON’T STOP – Stay on your
upgrade path
• Rework your transition plans with the
new date (10/1/15?) in mind
• Make sure we have your e-mail
address for ICD-10 Operational
Communications (Stop by
eSERVICES booth)
• This User Conference:
• Will still provide focus on ICD-10
transition
• We’re here to answer your questions
and help guide you
Perseverance is the hard work you do after you get tired of doing
the hard work you already did.
― Newt Gingrich
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Client Services: ICD-10 Transition Services
• Documents, guides,
communications
• Training, webinars, 3rd-party
tools
• Educational Sessions
- Best practices for your practice
outside of the program
- Includes workflow changes,
documentation audits and
preparation of new protocols)
• PM/EMR Live Webinars
- In depth look into MicroMD changes
to support ICD-10
- How to transition current codes,
templates, etc.
Spectacular achievement is always preceded by unspectacular preparation.
― Robert H. Schuller
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Client Services: ICD-10 Transition Services
ICD-10 Transition Guide
Step-by-step guidance on ICD-10
milestones to prepare your
administrative, billing and clinical
staff for the transition with
MicroMD.
•
•
•
•
What to plan for
Timing guidance
Contacts
Resources + tools
Will be updated with new ICD-10
deadlines and available on the MicroMD
Lounge for clients continuing to work on
their transition plans: ICD-10 Resources
folder
“It's hard for me to get used to these changing times. I can remember when
the air was clean and sex was dirty.”
― George Burns
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Client Experience Project: Marketing, PM
Regular client surveys
• Provides us needed
feedback on our
products and
services
Usability and workflow
studies and
recommendations
Marketing
PM
Communications:
• Alerts, web updates,
regulatory
• eSERVICES
promotions
Voice of Customer:
• MyVoice
• Advisory Board
• Cross-team meetings
• Visiting customers
"Don’t try to tell the customer what he wants. If you want to be
smart, be smart in the shower. Then get out, go to work and serve
the customer!"
― Gene Buckley, Sikorsky Aircraft
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Client Experience Project: Marketing, PM
Customer Insights + Transparency  Better Solutions
01. MyVoice for MicroMD
www.micromd.uservoice.com
03. Advisory Board
Your colleagues advise us on
priorities, workflow, Etc.
02. User Group Meeting
Interaction between you and
our team
We see our customers as invited guests to a party, and we are the
hosts. It's our job every day to make every important aspect of the
customer experience a little bit better.
― Jeff Bezos, CEO of Amazon
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Client Experience Project: eSERVICES
Cloud-based clinical and business
technologies from MicroMD and handpicked partners.
Tightly woven into MicroMD and each
other.
Provide important extended solutions
integrated into your workflow improving
patient care and profitability.
“Just as energy is the basis of life itself, and ideas the source of
innovation, so is innovation the vital spark of all human change,
improvement and progress”
― Ted Levitt
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Client Experience Project: eSERVICES
AutoRemind
Integrated SMS
(text), email,
voice reminders
MicroMD
ePayments
Credit/Debit
card services
Also integrated
with portal and
e-Statements
Demandforce
Integrated webbased
reputation
management,
marketing,
communications
“Never before in history has innovation offered promise of so
much to so many in so short a time.”
― Bill Gates
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Client Experience Project: eSERVICES
MedicScan
Easy, convenient
OCR scanning of
patient
identification
directly into
MicroMD.
InterFAX
Web-based
sending, receiving
of Fax
transmissions
integrated into
MicroMD.
MicroMD
eStatements
Integrated print +
electronic
statement
processing,
delivery; integrated
with ePayments;
number of valuable
related services
There are no dreams too large, no innovation unimaginable and no
frontiers beyond our reach.
― John S. Herrington
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Client Experience Project: eSERVICES
Topaz
eSignature
Electronic
signature
capture
integrated into
MicroMD EMR
Secure Chart
Patient portal
fully integrated
into MicroMD
EMR
Features 2-way
patient-topractice
communications
Transworld
Systems
Integrated
Collections and
Pre-Collections
services
“The main thing is to keep the main thing the main thing.”
― Stephen Covey
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Client Experience Project: eSERVICES
dashboardMD
Excellent, easy to
read but
sophisticated,
colorful dashboard
with benchmarking
and analytics
reporting integrated
into MicroMD.
Medbank Websites
Robust, yet easily
customizable
websites, including
patient education
components and
information about
your practice and
specialty
PDR Network
FREE Real-time
medication
information, drug
interactions, drug
alerts integrated into
MicroMD EMR’s
electronic
prescription services
We must become the change we want to see.
― Mahatma Ghandi
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Client Experience Project: eSERVICES
Surescripts
eRx
The premier
electronic
prescription
service
integrated into
MicroMD EMR.
Includes
RxHub and
connectivity to
almost all US
pharmacies.
Surescripts
Clinical
Interoperability
Network
HIE
interoperability
Hub fully
integrated with
MicroMD EMR
Dragon Medical
Practice Edition
The premier
voice-to-text
engine with
sophisticated,
yet easy-tomanage
dictation to
MicroMD EMR
MicroMD
eBackup
Safe, fast,
reliable,
secure, HIPAAcompliant
cloud-based
backup.
Innovation distinguishes between a leader and a follower.
― Steve Jobs
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Client Experience Project: eSERVICES
Claims, Eligibility, ERAs, more…
Practice
Insight
One of
MicroMD’s
4 preferred
EDI
partners
ECP
One of
MicroMD’s
4 preferred
EDI
partners
Availity
(RealMed)
One of
MicroMD’s
preferred
EDI
partners
A leader is one who knows the way, goes the way,
and shows the way.
― John C. Maxwell
Gateway
EDI
One of
MicroMD’s
4 preferred
EDI
partners
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Client Experience Project: eSERVICES
User Conference Exclusive
eSERVICES purchased at
this User Conference each
come with a:
$50 support credit
Fine Print: Hardware purchases (scanners, etc. are excluded)
“I have not failed. I've just found 10,000 ways that
won't work.”
― Thomas Edison
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Client Experience Project: eSERVICES
Flexible, Valuable, Customizable
Theme-based
packaging of valuable
services
• Business Success
• Online Success
•MU Bundle
•Accessories
Much more than just
upgrades and support.
• Silver
• Gold
• Platinum
• Diamond
“A lot of times when a package says Open Other
End, I purposely open the end where it says that”
― George Carlin
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Client Experience Project: eSERVICES
MicroMD +
MDeverywhere:
A comprehensive
PM + EMR + RCM
+ Credentialing
Solution
+
The Solution
adds RCM +
Credentialing
services to
MicroMD
"Once you say you're going to settle for second,
that's what happens to you in life."
― John F. Kennedy
Drastically lower
cost, higher and
faster PAID
CLAIMS
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Client Experience Project: eSERVICES
+
Free Practice Assessment
Henry Schein MicroMD and MDeverywhere have
teamed up to offer MicroMD clients complimentary
practice assessment services from MDeverywhere.
Visit MDeverywhere Booth 2 to schedule your
assessment or get more details.
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Henry Schein MicroMD Management Team
Kristen Heffernan Director Product Management and Marketing
Heather Ansell National Director of Sales
Glen Hall Finance Manager
Carrie Ambrose Manager Client Services
Heather Clevinger Manager Product Management
Shawn Kelley Manager IT Services
Tina Prestas Manager Product Development and Quality Assurance
Steven Klis
- Group President, Global Practice Solutions, Henry Schein Corporate (New York)
• Henry Schein MicroMD team members throughout the conference
center
• If there is something that we can do to make your time with us more
comfortable, just ask one of us and we’ll be happy to help.
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Thank You Exhibitors
PLATINUM EXHIBITOR
GOLD EXHIBITOR
ADDITIONAL EXHIBITORS
•
•
•
•
•
•
•
•
•
AutoRemind
MedicScan by Card Scanning Solutions
dashboardMD
Demandforce
ECP
Trizetto Provider Solutions
MedBank Websites
MDeverywhere
Availity
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Thank You Conference Sponsors
Thank you for sponsoring the MicroMD Lab
Thank you for sponsoring Lunch
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Our Time Together…
• Thank you again for coming
• The MicroMD team is happy
and proud to be your partner.
• We’re excited to tell you
about all that is new…
• We hope that you will enjoy
our agenda of breakout
sessions and learn something
that you didn’t know before.
• We’re excited to hear about
your challenges and how we
can evolve our company,
products and services to
serve you better.
36
Q & A time
”Today you are you! That is truer than true! There
is no one alive who is you-er than you!"
― Dr. Seuss
37
Bill Davidson
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Here from the beginning
Bill Davidson started in April
1992 under the former Microsys
name.
Bill is one of the original
employees hired by founder Ajit
Kumar. Starting as the first
Sales Representative, Bill has
also held the positions of ‘Demo
Dog’ and the go to person for
special upgrades and lead
generation. During his 22 year
career he has been an integral
part of the Sales team.
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Bill the Volunteer
• During
his tenure at
Henry Schein Bill has
been a volunteer for
Henry Schein’s Relay
for Life team. With
his assistance and
that of others over
$10,000 was raised
in 2013.
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We will miss his morning greeting and smile
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Appreciating Bill Davidson
•
•
•
•
From: "Prestas, Tina" <Tina.Prestas@henryschein.com>
Date: April 9, 2014 at 4:53:10 PM EDT
To: "Spinelli, Linda" <Linda.Spinelli@henryschein.com>
Subject: RE: Confidential- Bill Davidson
• My Bill story…
•
• If it wasn’t for Bill I would not be a Henry Schein employee. I was working in sales
at Circuit City and had applied for a position at Microsys Computing, Inc., back
when they did business sales. Bill came to secret shop me to investigate my
sales skills by pretending he was interested in purchasing a camcorder. Although I
did not make that sale, I apparently did a good job impressing him because I was
offered the position at Microsys Computing all those years ago. I quickly moved
from business sales into a software development position, which is what I was
going to school for. I exited the company on a short hiatus and returned to Henry
Schein a few years back. Upon my return I told Bill this story and he chuckled and
had completely forgotten this had ever happened. I want to say thanks Bill for
making me a part of this team and I wish him well on this new chapter of his life.
42
Appreciating Bill Davidson
• From: Tasker, Celeste Sent: Thursday, April 10, 2014 12:54 PM To: Spinelli,
Linda Subject: Bill story
•
• Bill sold MicroMD to a client of ours. The client said she told that she didn’t need to
use her mouse, she could put it in the drawer. When I went to train this client and
ask her where her mouse was, she told me it was in her drawer. I asked her to
take it out and she said Bill told her to put it in the drawer because she wouldn’t
need it. I had to laugh and tell her that a lot of MicroMD functionality was keyboard
driven but she still needed her mouse for some tasks. The lady got mad at Bill for
telling them that and it has been a joke between he and I for years
43