#177 The Patient Payment Posting Mistakes Inflating Your AR (Part 3 of 4)

#184 You Are the Most Expensive Person Doing $15 Tasks in Your Practice

Independent practices rarely lose money because the medicine is wrong. They lose it because the highest-paid person is buried in clerical work and the front desk is too deep in daily chaos to chase eligibility, fill cancelled slots, or collect patient balances. We sat down with Tim Boyle of Reva Global Medical to talk about medically trained virtual assistants, and where the recovered revenue actually comes from.  The front-end gap  Scheduling, eligibility, verification, and prior authorization are the number-one denial categories. A front-desk team in the middle of ringing phones and walk-ins cannot also run the strategic prep that prevents those denials. A dedicated VA can, and that is usually the first seat to delegate.  The no-show math  A practice can run 20% open availability from no-shows. Without someone working a waitlist to fill those slots, that is overhead the practice simply eats. A VA reaching out the day before, and pulling from a call list when a slot opens, both lifts the patient experience and recovers revenue.  The back-end gap  Statements go out, but nobody works them. A trained VA handles patient-balance collections and the AR backlog, using HIPAA-certified propensity-to-pay tools to make a genuinely hard conversation go as well as it can for the patient.  Who not how  Heather and Tim land on the same idea the most successful owners share: protect your zone of genius and delegate the rest. The framing comes from Who Not How by Dan Sullivan and Dr. Benjamin Hardy. Clerical work is the low-hanging fruit, and the first thing to hand off.  How the right VA is hired  Reva accepts roughly 5% of applicants. The practice interviews finalists one-on-one with Reva’s camera off, so the owner chooses who joins the team. SOPs are set up first, a client services manager reports daily or weekly, and the practice does not pay until the VA is trained and working.  THREE ACTIONS THIS WEEK  * Download the 30-Day Revenue Recovery Plan and start working it from day one this week.  * Pull your no-show rate for last month and multiply it by your average visit value. That is your waitlist opportunity.  * List the three clerical tasks eating your day that do not require a clinician. That is your first delegation.  EPISODE BREAKDOWN  * Tim’s path from pro hockey to healthcare sales  * Why revenue leaks at the front desk  * Letting go of control as a practice owner  * The hiring and training process (the 5% filter)  * Who Not How and your zone of genius  * Back-end collections and the tough patient conversation  * What it costs and what comes back  RESOURCES * 30-Day Revenue Recovery Plan — eligibility.natrevmd.com/nrc/-30day-revenue-recovery-plan  * Book a Call with Heather — calendly.com/heather-natrevmd  * Payment Posting Audit Checklist — eligibility.natrevmd.com/payment-posting-checklist  * Practice Revenue Leak Scorecard — eligibility.natrevmd.com/nrm-revenue-scorecard-v3  * RECOVER Diagnostic Quiz — natrevmd.com/quiz  * Reva Global Medical — revaglobalmedical.com  |  Tim Boyle — Tim@revaglobalmedical.com  * Book referenced: Who Not How by Dan Sullivan and Dr. Benjamin Hardy

#183 How Multi-Location Practices Lose Revenue Between Sites, Part 2

Part 2 of our multi-location revenue series. If you haven't listened to Part 1 (EP182) yet, start there — the systems in this episode build directly on what we covered last week.  EP182: Click here [https://podcasts.apple.com/us/podcast/182-how-multi-location-practices-lose-revenue-between/id1624182351?i=1000770159216] Today we cover the two structural problems that let the Part 1 gaps stay open: front-end data inconsistency across sites, and the one role that either holds a multi-site practice together or lets it fall apart.  System 3 — The EHR and Billing Disconnect:  Different front desks develop different habits. One site verifies eligibility morning-of. The other verifies the day before. One collects copay at check-in. The other sends a statement after. A practice doing $120,000/month at Location B with a 20% authorization miss rate sends $24,000/month into billing with incomplete data. Some claims get caught in scrubbing. Some get denied. Some sit in a gray zone no one can explain at month-end review.  Front-End Gap Reference:  * Authorization not captured → Denial or recoupment post-payment  * Insurance not updated at visit → Claim sent to wrong payer  * Copay not collected at check-in → Patient AR that rarely converts  * Eligibility verified day-of only → Coverage lapses missed pre-visit  System 4 — The Office Manager Problem at Scale:  Location A has a strong office manager who has been there since the beginning. Location B has whoever was available when the site opened. The metrics look similar on paper. The difference shows up in the denial rate, days in AR, authorization miss rate, and the number of times the billing manager has to fix something that should have been caught at the front desk. A $90,000/month site with an underperforming office manager loses an estimated $8,000 to $15,000/month in avoidable billing delays. That is $180,000/year from one seat filled with the wrong person.  Three actions this week:  * Audit front-end protocol consistency — pull authorization miss rate and eligibility verification rate by site  * Run a site-level office manager assessment — KPIs only, not by feel  * Schedule weekly site-level KPI reviews — separate meetings, not consolidated  Episode breakdown:  00:00 Series callback: the gap the report will not show you  02:00 The thread left open in Part 1  04:30 System 3: The EHR and Billing Disconnect Across Sites  08:00 The $24,000/month authorization miss scenario  11:30 Who owns the front-end protocol fix  14:00 System 4: The Office Manager Problem at Scale  18:30 The $180,000/year gap from one wrong seat  22:00 Who owns the accountability structure  24:30 Three actions this week  28:00 Free resource + next episode tease  Resources Mentioned  Payment Posting Audit Checklist (free):  eligibility.natrevmd.com/payment-posting-checklist [https://eligibility.natrevmd.com/payment-posting-checklist]  Practice Revenue Leak Scorecard (free):  eligibility.natrevmd.com/nrm-revenue-scorecard-v3 [https://eligibility.natrevmd.com/nrm-revenue-scorecard-v3]  Book a free 30-minute audit call:  calendly.com/heather-natrevmd [https://calendly.com/heather-natrevmd]  RECOVER Diagnostic Quiz:  natrevmd.com/quiz [https://natrevmd.com/quiz]  EP182 — Part 1 of this series:  Link here [https://podcasts.apple.com/us/podcast/182-how-multi-location-practices-lose-revenue-between/id1624182351?i=1000770159216]

#182 How Multi-Location Practices Lose Revenue Between Sites, Part 1

You opened a second location because the first one was working. What no one told you: the moment you added that second site, you added a second set of revenue gaps. And most of them are invisible on a consolidated report. In Part 1, we cover the two most expensive gaps inside multi-location practices doing over $300,000 a month. Neither generates a single denial. They just show up as missing revenue no one can explain. System 1 — The Credentialing Gap: A provider sees patients at a new site before credentialing is finalized. The claims go out. The payer rejects them, or pays provisionally and recoups months later. One provider, 60 uncredentialed days, 15 patients per day at $180 per visit: $162,000 in claims at risk. The front desk who scheduled those patients had no idea. System 2 — The Shared Billing Problem: One billing team covers both locations. Denials get triaged by volume, not by site. The smaller location falls behind. Its AR days climb past 40, then 50. Six months of recoverable claims cross the timely filing window. A secondary site at $90,000/month with a 12% denial rate instead of the target 5% loses $6,300/month in unworked denials. Over a year: $75,600. That is the gap the report will not show you on a consolidated view. Three actions this week: * Build your credentialing matrix (one row per provider, one column per location, effective dates visible)  * Pull a site-specific AR report — not consolidated, by site  * Set a site-level denial threshold and define what triggers an immediate review meeting  Episode breakdown: 00:00 The revenue gap no consolidated report will show you 02:00 Why multi-location growth is a systems problem 04:30 System 1: The Credentialing Gap 09:00 The $162,000 scenario 12:00 Who owns the credentialing matrix 14:30 System 2: The Shared Billing Problem 18:00 The $75,600/year site-level loss 21:00 Who owns the site-specific AR report 23:30 Three actions this week 27:00 Free resource + Part 2 preview Credentialing Scenario Reference: 1 provider | 60 days | 15 pts/day | $180/visit = $162,000 at risk 2 providers | 30 days | 12 pts/day | $200/visit = $144,000 at risk 1 provider | 90 days | 10 pts/day | $150/visit = $135,000 at risk Resources Mentioned: Payment Posting Audit Checklist (free): eligibility.natrevmd.com/payment-posting-checklist Practice Revenue Leak Scorecard (free): eligibility.natrevmd.com/nrm-revenue-scorecard-v3 Book a free 30-minute audit call: calendly.com/heather-natrevmd RECOVER Diagnostic Quiz: natrevmd.com/quiz

#181 4 Types of Leverage That Let Your Practice Make Money Without You

If you stepped away from your practice for 30 days, what would happen to your revenue?  If the honest answer is "it would fall apart" — you don't have a scalable practice. You have a high-paying job with employees.  In this episode, Dr. Heather Signorelli breaks down the four forms of leverage that separate practices that grow on their own from the ones that only move when you show up.  The Leverage Framework:  * Form 1 — Capital Leverage: why it's the highest-risk, lowest-compounding form  * Form 2 — Labor Leverage: why 10x headcount creates 10x management complexity  * Form 3 — Code/AI Leverage: what $15K–$25K/month in avoidable billing losses actually looks like  * Form 4 — Media Leverage: the one asset that compounds while you sleep  * The Lion Sprint Framework: why sprinting beats grinding — and what your three sprints are this week  Episode breakdown:  00:00 Opening question: what happens if you step away?  02:30 Leveraged vs. un-leveraged — the real 2026 divide  05:00 Form 1: Capital Leverage  08:00 Form 2: Labor Leverage  11:00 Form 3: Code/AI Leverage  14:30 Form 4: Media Leverage  18:00 The Lion Sprint Framework  20:30 Sprint 1: Policy Sprint (Media Leverage)  22:30 Sprint 2: Chart Closure Sprint (Code + Labor Leverage)  24:30 Sprint 3: Eligibility Training Sprint (Labor + Media Leverage)  27:00 Free resource + payer rule change tease Resources Mentioned  Payment Posting Audit Checklist (free):  eligibility.natrevmd.com/payment-posting-checklist [https://eligibility.natrevmd.com/payment-posting-checklist]  Practice Revenue Leak Scorecard (free):  eligibility.natrevmd.com/nrm-revenue-scorecard-v3 [https://eligibility.natrevmd.com/nrm-revenue-scorecard-v3]  Book a free 30-minute audit call:  calendly.com/heather-natrevmd [https://calendly.com/heather-natrevmd]  RECOVER Diagnostic Quiz:  natrevmd.com/quiz [https://natrevmd.com/quiz]

#180 Built to Last (Part 1) - Why Growing Practices Hit a Revenue Ceiling

The difference between practices that scale and practices that stall is not clinical skill. It is operational structure. And most practices doing $250K to $500K a month have already outgrown theirs.  In this episode, Dr. Heather Signorelli breaks down the three root causes of operational chaos that keep growing practices stuck at a revenue ceiling they cannot break through.  You will learn:  * Why ambiguity in roles costs you hard dollars in denied claims  * How running your revenue cycle on memory puts your cash flow at risk every single day  * Why unsigned charts are delaying tens of thousands in billing every month  * Three things you can do this week to assess exactly where you stand  This is Part 1 of 2. Part 2 delivers the exact accountability chart structure, daily checklist templates, and provider productivity metrics to fix what Part 1 diagnoses.  📊 Free Payment Posting Audit Checklist (free, no sign-up):  https://eligibility.natrevmd.com/payment-posting-checklist 📅 Book a free 30-min call:  calendly.com/heather-natrevmd