client service / dealing with clients

Another Ba-a-a-ad Habit That Will Sabotage Your Success

A week ago we took a look at the first of three ba-a-a-d habits, one that gets in the way of a new advocate’s success.

I say “new” advocate because, without learning to overcome that bad habit, an independent advocate won’t be in business long enough to become an old… er…. more experienced and successful health or patient advocate or care manager. Sounds dire, right? Yeah. It’s that ba-a-ad.

This week we’re going to take a look at a second ba-a-ad habit; one that has become an “aha!” moment for more than one advocate – even one who has been moderately successful before learning this great tip.

The second bad habit is this:

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Overcoming Ba-a-a-ad Habits That Sabotage Your Success

If I want to be a hand model, then I should not bite my fingernails. Agreed?

If I stuff my face with cookies when I’m trying to lose weight, then I will probably not lose much. Right?

If I can’t sleep and I keep drinking coffee, then I may be preventing myself from falling asleep. Not a good idea!

Not unlike the effects of these bad habits, over the years, I’ve identified many B-A-A-D habits that stand stand squarely in the way of the ability to succeed at being an independent health or patient advocate or care manager.

No, they have nothing to do with biting your finger nails or stuffing yourself full of cookies – or even sheep! Instead they have everything to do with how you respond to inquiries from potential new clients in your efforts to guide them to do what you want them to do:  hire you and pay you.

Today we’re going to look at Ba-a-ad habit #1:

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Does Your Phone Number Match Your Location?

We are a mobile society, aren’t we? “They” say (yes, I often wonder who “they” are!) that Americans move an average of 7 times in their adult lifetimes. Personally I’ve skewed the averages myself, having lived in 9 states, with 19 moves.

I know moving!

One of the big tasks we have to manage when we move is to change addresses on everything from bank accounts and bills to magazine subscriptions to holiday greeting cards.

That done, most of us think – whew! – there’s no need to change our cell / mobile phone numbers! Keeping the same number means we can stay in touch by voice and text without skipping a beat. Right?

Possibly no.

Because, if you own a practice, you probably can’t afford a mismatch between your old number and your new location.

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What Could Go Wrong? Managing Expectations. Establishing Boundaries

Mrs. Franklin is 87 years old and has several old-age-related health challenges. Although her husband died many years ago, she has lived quite well on her own since then. Her son, Jimmy, lives 800 miles away. She has no other children.

Jimmy Franklin has hired you to be his mother’s advocate; to attend appointments with her, to arrange for her transportation to those appointments, and to provide feedback to him about his mother’s health, including her cognitive abilities. He reports that she’s been forgetful lately. He’s also worried something will happen and if she needs hospitalization, he wants to be sure you’ll be there to advocate for her, at least to stay with her until he can make travel arrangements.

The stage has been set….

What could go wrong? Plenty. Here is an example, and some must-do tasks to go along with it:

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Case Matters

Aha! I am guessing that you, as a health or patient advocate or care or even CASE manager, think this tip will address just that – case management – how you plan, handle, and track the work you do throughout a single patient’s case.

True?

Aha again! No! That’s not it.

Not that those things aren’t important – they most certainly are. In fact, all that planning, handling, and tracking is vitally important to the success of your work, and the improved outcomes of your client, and should be documented very carefully.

But that’s not today’s topic… today’s topic is just what the title says – it’s about case. In CASE you are confused…

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