The Claim Game

Practice Audit: Dr. Dominique Dor on Group Practice Growth and Business Strategy

EPISODE SUMMARY In this episode of The Claim Game, Jeremy Zug sits down with the incredible Dr. Dominique Dor, owner of SOTM Life Skills Center in Duncanville, Texas. Dr. Dor’s journey is anything but typical. Born in Haiti and raised in Brooklyn, she overcame an ACES (Adverse Childhood Experiences) score of 10—a score that statistically suggests a life of hardship—to build a thriving group practice and a life of financial independence. Dr. Dor shares the "Wall Street Journal" moment that changed her life, why she once decided to live on only 50% of her income, and how she uses her unique I-PROFESS model to help clients move from surviving to thriving. This conversation is a masterclass in curiosity, financial accountability, and the "life skill gaps" that trauma leaves behind. KEYWORDS Private Practice, Revenue Cycle Management, Financial Literacy, Mental Health Billing, Practice Growth, Trauma Informed Care, Group Practice, Cash Flow TAKEAWAYS The Power of Financial Literacy: Dr. Dor’s career began with an unexpected mentor who taught her how to read the Wall Street Journal, proving that "language" is often the barrier between being broke and building wealth. The I-PROFESS Model: Healing isn't just about treating symptoms; it's about addressing the eight dimensions of life: Intellectual, Physical, Relational, Occupational, Financial, Emotional, Spiritual, and Social. Radical Financial Accountability: To gain the freedom to start her private practice, Dr. Dor negotiated her salaries to "buy her time back," eventually learning to live on half of her paycheck to fund her dreams. Diversifying Your Payer Mix: As a group practice owner, Dr. Dor emphasizes the importance of not becoming "top-heavy" with one insurance payer, ensuring the practice stays stable for the clinicians and staff who depend on it. Bridging the Life Skill Gap: Trauma doesn't just leave scars; it leaves gaps in the skills needed to navigate life. True clinical success involves teaching clients the skills they were never shown. CHAPTERS 00:00 Introduction: From Haiti to Healing — Dr. Dor’s Journey into Practice 05:25 The Library That Changed Everything 12:44 The Financial Accountability That Built a Practice 19:52 The Difference Between Coping and Thriving 28:18 The Economics of Preventive Care 31:13 Why Payer Mix Matters in Private Practice 33:11 Conclusion: Systems, Strategy, and the Courage to Grow RESOURCES Today Sponsors: Jane [https://janesoftware.partnerlinks.io/pkssdcy8frdq] | One Month Grace Period Promo Code: PRACTICESOLUTIONS1MO Visit SOTM Life Skills Center [https://sotmlifeskills.com/] Learn More About The Claim Game: Visit https://www.google.com/search?q=https://www.practicesol.com/podcastpracticesol.com/podcast [http://practicesol.com/podcast] The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting https://www.google.com/search?q=https://www.practicesol.com/learning-hubThe Hourglass Learning Hub [http://practicesol.com/hourglass]. Our Blog: Explore years of educational articles on billing and practice management at https://www.practicesol.com/blogPractice Solutions Blog [http://practicesol.com/blog]. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance [https://shop.ingramspark.com/b/084?params=uNXNdPbOxS5D4TNWazsdh7XqorXE5axO2cJ83tU7Lgw]. Get full access to The Claim Game at jeremyzug.substack.com/subscribe [https://jeremyzug.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

Claim Submission for Private Practices: Avoid Denials & Get Paid Faster

EPISODE SUMMARY Is your practice tired of wrestling with insurance denials and watching hard-earned revenue slip through the cracks? In this episode of The Claim Game, Jeremy Zug goes upstream to the "point of inception": Claim Submission. While many providers view submitting a claim as a simple keystroke, Jeremy challenges that rudimentary thinking. He breaks down why claim submission is actually a sophisticated discipline of translation—where your clinical work is converted into the rigid, bureaucratic data points that insurance carriers demand. If your translation is off by a single letter, you’ve essentially engineered a cash flow crisis 90 days down the line. Tune in to learn the four critical tools you need to master this domain, move from clinical logic to billing logic, and ensure your "last stop" internal process leads to a deposit, not a denial. KEYWORDS Revenue Cycle Management, Claim Submission, Medical Billing, Private Practice, Insurance Denials, RCM, Healthcare Administration, Billing Logic, Practice Management TAKEAWAYS Claim Submission is Translation: It is the bridge between clinical logic (I treated the patient, I should get paid) and billing logic (you followed the rigid rules or you forfeit payment). The "Two-Centimeter" Rule: A tiny administrative error at the point of submission can spiral into a $2,000 problem 90 days later. Modifiers are Not Optional: View modifiers as vital context, not optional adverbs. Without correct codes and modifiers, a claim is "dead on arrival". The Pre-Flight Discipline: Never risk a week's worth of revenue on a hypothesis. Test new payers or providers with a single claim, verify it pays, and then scale. Data Over Drama: Rejections and denials aren't personal; they are diagnostic data points. Use them to reroute your strategy rather than just feeling frustrated. Revenue vs. Mission: A financially fragile practice can help very few people. Maximize your contracted rates to ensure your mission remains sustainable. CHAPTERS 00:00 Introduction: The Territory of Claim Submission 03:28 Why Small Errors Become Big Denials 05:16 Learning the Language of Billing 08:20 The Pre-Flight Checklist for Claims 12:57 Rejections Are Data, Not Defeat 14:51 Navigating Insurance Rate Negotiations 17:48 Case Study: The Telehealth Modifier Crisis 20:21 Conclusion: What You’re Really Searching For Is Freedom RESOURCES Today Sponsors: Jane [https://janesoftware.partnerlinks.io/pkssdcy8frdq] | One Month Grace Period Promo Code: PRACTICESOLUTIONS1MO Learn More About The Claim Game: Visit https://www.google.com/search?q=https://www.practicesol.com/podcastpracticesol.com/podcast [http://practicesol.com/podcast] The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting https://www.google.com/search?q=https://www.practicesol.com/learning-hubThe Hourglass Learning Hub [http://practicesol.com/hourglass]. Our Blog: Explore years of educational articles on billing and practice management at https://www.practicesol.com/blogPractice Solutions Blog [http://practicesol.com/blog]. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance [https://shop.ingramspark.com/b/084?params=uNXNdPbOxS5D4TNWazsdh7XqorXE5axO2cJ83tU7Lgw]. Images: Claim Information Review Guide [https://drive.google.com/file/d/1EIzG5XwdBuLHHrzwQlQIfqTUfRHRWi9r/view?usp=share_link], Modifier Usage Guide [https://drive.google.com/file/d/1KRpGrf2c-aWhhmC9wbXCLQYYoRS_kcoF/view?usp=share_link], Rate Increase Notification [https://drive.google.com/file/d/1rJ6cvdOOP1_FvxmKlOkf7pxdnBel4DI6/view?usp=share_link], Rejection Resolution Guide [https://drive.google.com/file/d/1dSAZJ1Q5mO9cOpHN1eYZAAcTlPqR1f0Z/view?usp=share_link], Claim Management Spreadsheet [https://drive.google.com/file/d/1Qaz3lsGxREp0xoQUPIVnDlIO81dJTbao/view?usp=share_link] Get full access to The Claim Game at jeremyzug.substack.com/subscribe [https://jeremyzug.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

Scaling a Group Practice: Hiring, Systems & Leadership with Jamey Schrier

EPISODE SUMMARY Is your practice a "Jamey Show" or a sustainable business? In this episode, Jeremy sits down with Jamey Schrier, PT, and founder of Practice Freedom U, to discuss the messy, often painful transition from "solopreneur" to professional business owner. Jamey shares the raw story of his practice burning to the ground—literally—and why that disaster was actually the "snow day" he needed to realize he was building a prison, not a business. We dive deep into the "Mindset Upgrade" required to stop solving the same billing and hiring problems over and over again. If you’ve ever felt like an expert clinician but a struggling amateur in business, this episode is your roadmap to turning "always effing something" into an unfair advantage. KEYWORDS Practice Management, Physical Therapy, Revenue Cycle Management, Entrepreneurship, Practice Owner, Mindset Shift, Business Scaling, Hiring Best Practices, Credentialing, Healthcare Leadership TAKEAWAYS The "Pulse Optional" Hiring Trap: Most practice owners hire out of desperation (the "warm body with a pulse" method). Success requires slowing down the process and hiring based on values and clear systems rather than gut instinct. The Three Pillars of Practice: A healthy business needs Structure (the nails and roof), a Financial Model (the KPIs), and Mindset (the leader’s internal operating system). If your mindset is stuck in "Control" or "Limited Beliefs," the other two pillars will eventually crumble. Hire Slow, Fire Fast: We often do the opposite—hiring fast in a panic and taking forever to let go of a bad fit. If you can tell on day one that someone isn't the right fit, your ego shouldn't stop you from making the tough call. The 80/20 Energy Audit: Identify the 20% of tasks that drain your energy and produce the least revenue. Delegate those to someone who loves doing what you hate (like billing!) so you can stay in your "sweet spot." The Professional vs. The Amateur: Being a "pro" means stepping out of the day-to-day "clinician" role once your revenue hits a certain threshold (typically $800k+) to protect the bigger picture and implement safety systems. CHAPTERS 00:00 Building a Coaching Team 00:59 Introduction: From Burnout to Breakthrough 11:15 The Journey of Coaching and Business Growth 13:20 When Mistakes Become Your Best Teacher 17:39 Learning Payroll, HR, and Leadership the Hard Way 22:52 Choosing Growth Over Victimhood 26:29 The 80/20 Rule and Business Efficiency 31:46 Structure, Model, Mindset: The Missing Piece 39:24 Conclusion: The ROI of Doing the Work RESOURCES Today Sponsors: Jane [https://janesoftware.partnerlinks.io/pkssdcy8frdq] | One Month Grace Period Promo Code: PRACTICESOLUTIONS1MO Practice Freedom U: Jamey Schrier’s Coaching & Training [https://practicefreedomu.com/]  Connect with Jamey on LinkedIn [https://www.linkedin.com/in/jameyschrier/] Learn More About The Claim Game: Visit https://www.google.com/search?q=https://www.practicesol.com/podcastpracticesol.com/podcast [http://practicesol.com/podcast] The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting https://www.google.com/search?q=https://www.practicesol.com/learning-hubThe Hourglass Learning Hub [http://practicesol.com/hourglass]. Our Blog: Explore years of educational articles on billing and practice management at https://www.practicesol.com/blogPractice Solutions Blog [http://practicesol.com/blog]. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance [https://shop.ingramspark.com/b/084?params=uNXNdPbOxS5D4TNWazsdh7XqorXE5axO2cJ83tU7Lgw]. Get full access to The Claim Game at jeremyzug.substack.com/subscribe [https://jeremyzug.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

4 Billing KPIs Every Mental Health Practice Must Track

EPISODE SUMMARY Are you running a practice, or are you just moving pieces around a board while your bank account stays empty? In this episode, Jeremy Zug dives into the high-tangible world of Revenue Cycle Management (RCM) to discuss the vital signs of your practice’s financial health. As a clinician, you might be used to the "wait and see" approach in a therapy session, but in the billing world, "wait and see" is a slow-motion train wreck. Jeremy breaks down the four essential Key Performance Indicators (KPIs) that act as diagnostic tools for your business. From the "perishable good" that is your insurance aging report to the uncomfortable but necessary conversations around patient balances, this episode is a masterclass in shifting from a "starving artist" trope to a "money mind" that wins. KEYWORDS Private Practice, Revenue Cycle Management, Insurance Billing, KPIs, Mental Health Billing, Cash Flow, Practice Growth TAKEAWAYS The 90-Day Rule: Money is a perishable good. In 2026, a healthy practice should have less than 15% of its total accounts receivable in the 90+ day bucket. After 90 days, the probability of collection doesn't just dip—it collapses. Process vs. Billing Problems: If your patient aging is spiking, it’s usually a front-end process issue. Are you verifying eligibility before the first session? Waiting 90 days to tell a client they owe $500 is unprofessional and erodes the clinical trust you've built. The 5% Denial Benchmark: While the industry average for mental health is near 15%, you should aim for a denial rate at or under 5%. If you’re at 20%, you aren’t billing insurance—you’re a pen pal with a computer programmed to ignore you. Speed is Leverage: Resolution on denials (appealed, resolved, or closed) should happen within 72 hours. Insurance bureaucracy is built on the hope that you’ll get tired and go away; speed is your only real leverage. The Clean Report Mirage: Don't let a "perfect" aging report fool you. Verify your net collection rate against what is actually arriving in your bank account to ensure the data isn't being manufactured to look clean. CHAPTERS 00:00 Introduction: The Hidden Tension Between Care and Cash Flow 03:11 KPI #1: Measuring What You’re Owed (Before It Disappears) 05:39 KPI #2: Managing Patient Receivables Effectively 06:57 KPI #3: Denial Rate and Claim Performance 09:10 KPI #4: How Fast You Resolve Denials 10:15 Case Studies: Two Practices, One Hidden Problem 12:59 Practice Owners: Focus on Care, Not Claims 14:18 Conclusion: Building a Measurable, Sustainable Practice RESOURCES Today Sponsors: Jane [https://janesoftware.partnerlinks.io/pkssdcy8frdq] | One Month Grace Period Promo Code: PRACTICESOLUTIONS1MO Learn More About The Claim Game: Visit https://www.google.com/search?q=https://www.practicesol.com/podcastpracticesol.com/podcast [http://practicesol.com/podcast] The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting https://www.google.com/search?q=https://www.practicesol.com/learning-hubThe Hourglass Learning Hub [http://practicesol.com/hourglass]. Our Blog: Explore years of educational articles on billing and practice management at https://www.practicesol.com/blogPractice Solutions Blog [http://practicesol.com/blog]. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance [https://shop.ingramspark.com/b/084?params=uNXNdPbOxS5D4TNWazsdh7XqorXE5axO2cJ83tU7Lgw]. Images: Aging Follow-up KPI Dashboard [https://drive.google.com/file/d/19k741gzbqEmLmrst2vfkRYYwNQ06-fRh/view?usp=share_link] Get full access to The Claim Game at jeremyzug.substack.com/subscribe [https://jeremyzug.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]

Practice Audit: Meg Wright of Maitri on Scaling a Therapy Practice & Solving AR Problems

EPISODE SUMMARY In our second-ever practice audit, we’re heading up north—way up north. We’re joined by Meg Wright, a licensed professional counselor and the visionary behind Maitri Holistic Therapy and Wellness in Homer, Alaska.  Meg has built a thriving practice based on the Sanskrit concept of maitri—developing an unconditional friendship with yourself. But even with a successful practice and a "land-informed" perspective on trauma, Meg found herself facing a "perfect storm" when she transitioned from a solo practitioner to a group practice owner.  From the "bureaucratic abyss" of credentialing in rural Alaska to the technical wobbles of switching EHRs, Jeremy and Meg dive deep into the "nuts and bolts" of her practice. They discuss the grit required to run a business when you aren't paying yourself yet, and how to have those uncomfortable—but clinically vital—conversations about money with your clients.  KEYWORDS Private Practice, Revenue Cycle Management, Group Practice, Insurance Billing, Mental Health Billing, Alaska Healthcare, EHR Transition, Accounts Receivable, Credentialing, Healthcare Business TAKEAWAYS The "Group Practice Learning Curve": Moving from solo to group isn't just "solo tenfold"—it requires a total overhaul of your systems, from marketing to your EHR. The Data Transfer Trap: When switching EHRs, remember that sensitive data like credit card numbers often don't transfer. Plan for a "bridge period" where you manually re-collect this info to avoid an AR nightmare. Reciprocity as Culture: In remote areas like Alaska, survival depends on looking out for one another. Meg has successfully infused this "we stop for people" mentality into her clinical team. Money is a Clinical Conversation: Discussing balances and insurance changes isn't just "business"—it’s an opportunity for authenticity and growth in the therapeutic relationship. The "Meg Plan" for Growth: Don't try to outsource everything at once. Be intentional: master a task yourself first, then hire someone to take that specific "headache" off your plate each year.  CHAPTERS 00:00 Alaska's Unique Climate and Lifestyle 02:53 Meg's Journey to Private Practice 05:58 Therapeutic Approaches in Alaska 08:57 Challenges of Running a Group Practice 12:01 Navigating EHR Transitions 15:01 Insurance Dynamics in Alaska 17:54 Financial Management and Growth Strategies 29:11 Creating Effective Processes for Client Communication 32:46 Navigating Difficult Conversations with Clients 36:18 Understanding the Impact of Insurance Changes 39:50 Streamlining Administrative Processes 43:02 Building a Supportive Team Culture 46:14 Leveraging Resources for Practice Growth 51:12 Strategies for Improving Accounts Receivable RESOURCES Today Sponsors: Jane [https://janesoftware.partnerlinks.io/pkssdcy8frdq] | One Month Grace Period Promo Code: PRACTICESOLUTIONS1MO Maitri Holistic Therapy and Wellness: Visit Meg’s Website [https://maitrihtw.com/] Learn More About The Claim Game: Visit https://www.google.com/search?q=https://www.practicesol.com/podcastpracticesol.com/podcast [http://practicesol.com/podcast] The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting https://www.google.com/search?q=https://www.practicesol.com/learning-hubThe Hourglass Learning Hub [http://practicesol.com/hourglass]. Our Blog: Explore years of educational articles on billing and practice management at https://www.practicesol.com/blogPractice Solutions Blog [http://practicesol.com/blog]. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance [https://shop.ingramspark.com/b/084?params=uNXNdPbOxS5D4TNWazsdh7XqorXE5axO2cJ83tU7Lgw]. Get full access to The Claim Game at jeremyzug.substack.com/subscribe [https://jeremyzug.substack.com/subscribe?utm_medium=podcast&utm_campaign=CTA_4]