As the founder and CEO, I want to let you know that even being four weeks into the COVID-19 situation we are still thinking of all of you every day. We’re thinking of your families, we’re thinking of your teams and we’re thinking of your practice.

Over the last four weeks, we have reached out in a variety of ways to make sure that we’re doing everything we can to support you during this time. If there’s anything you need we want to hear from you and we’re going to do everything in our power to make sure that we can support you. Whether that is in the ways that we’ve done historically or in new ways given the current situation that we’re in.

As of today, RSI has been remote for four weeks and here is what our teams have been working on…

The Patient Coordinators

Our patient scheduling team has been up for a month straight virtually. They continue to schedule virtual consultations and are making sure that we can help you out in any way possible with lead management or patient scheduling related phone calls. We will continue to adapt our processes to meet your needs.

Whether you are using our patient scheduling services or your staff uses the software in-house and you need help with your lead management process, please reach out to us.

We’re doing everything that we can.

The Customer Success Team

Our customer success team has been working relentlessly to help you with communication to your clients via your marketing channels about simple things regarding virtual consultations, office closures, the timing of offices reopening, etc. Whatever you need, our customer success team is here to help you.

At this point, I believe that we’ve handled most marketing issues for our clients and, over the last week and a half, the Customer Success team has started to focus on our new patient communication tools.

• The patient relationship management system

• Two-way texting

• Different lead management enhancements

We’ve created these tools to help you adapt to the market that we’re in.

The Product Developers

Our technology team has been spending an enormous amount of time on the feature enhancements for our patient relationship management tool. As of this week, they have released an adaptation for our clients using the NexTech practice management system for fully integrated virtual consultations to be done through the NexTech system and RSI.

We will be rolling out those feature enhancements to our other practice management partners over the next week or two.

If you are a  NexTech client and you have an interest in our virtual consultation process, please reach out to your customer success team member and they’ll get you scheduled with a demo.

We’re excited to bring this to you during this time. We think it’s incredibly simplistic and useful not only for today but where we’re going in the future with respect to telemedicine.

RSI’s Internal Strategies

Over the last four weeks, I’ve had the fortunate opportunity to spend so much time with our clients on the phone. Ryan Lehrl and Scott Martin have really, really worked hard to make sure that we’re on the phone with you to understand the situation in your particular market. I wanted to give you all a message about the key points that we’ve learned that are helping our practices get through this.

Communication

This situation and the speed at which it has happened has forced all of us to reprioritize what most of us know to be one of the most important things in running a business and that is communication. First, we focused on communication with our family. Making sure that we’ve adapted our homes to deal with virtual schooling, working at home, etc.

Next, we focused on communication with our team so everyone at RSI understands what we’re doing in order to support you and how we are changing our products to support your practice in this new marketplace.

Weekly Check-in Schedule

1. My management team and I meet every day at 8 a.m. for a virtual stand-up. We go over the key things that we’re focused on in the short term, that being the next week, and the long term, being the next two weeks.

2. We then deploy to individual team meetings where managers disseminate that information to their teams at eight-thirty.

3. On Monday, Wednesday and Friday I meet with the company as a whole in a virtual meeting to make sure that we’re all on the same page in helping our clients with the most important situations.

Vision

Right now our vision is that we are dealing with this at an economic level for at least the next six months. We think there will be challenges in the economy and this is not going to be, as some have said, a light switch that turns back on and everything gets flowing. We perceive that we will be dealing with a challenging economy at least for the remainder of the year so that is how we are going to adapt our products and solutions to help you through that time.

In dealing with this, we’re looking at things on a three day and two-week time span for the foreseeable future. At this point in time, three days is our short term view on the changes that are happening at our doctors’ offices that they need help with and how can we support them. Two weeks is our long-term view on what we can get done that drive the biggest value in solving our clients’ problems.

So, we have a short-term view, three days, and a long-term view, two weeks, for at least the foreseeable future.

Marketing & Communication Strategies

Where we have seen a lot of opportunities in regards to marketing strategies and communication strategies for our clients is across a broad spectrum of channels. Whether you’re in a cash pay business or a third party reimbursed, some of these, I hope, will help you so that you understand what your competitors are doing, what your peers are doing, and what other verticals are doing in the medical industry.

Virtual Consultations

Obviously I think all of us at this point have been exposed to virtual consults. Virtual consults should be marketed through your website, through your social media and through your email.

On-Site Surgery Centers

Those of you that have on-site surgery centers should be adapting them to handle emergency room style work. Consumers with non-COVID-19 medical issues aren’t going into hospitals right now and are looking for outpatient care solutions. Things like lacerations or minor injuries can be taken care of by a plastic or cosmetic surgeon in an in-office surgery suite. It’s a great way to leverage that asset in your practice to adapt to the situation that we’re in.

Prioritize Larger Deposits

With virtual consults allowing practices to still book future surgeries, this is a great time to allow patients the opportunity to get a better surgery date. Prioritization of large deposits for future procedures seems to be the key factor that surgeons are using in order to get consumers interested and motivated to book. With this strategy, the larger the deposit the consumer pays upfront, the more prioritization they have on the surgery schedule when things open back up.

Leverage Add-On Services

Offer less expensive treatments as an add-on. A lot of our clients in the cash pay business, who are booking procedures out in the future, are offering add-on treatments to larger procedures. Whether you’re booking a surgery or some type of skin treatment, offer a free service as an additional value in the procedure.

Give away your time for free, in the form of an extra service, in order to create value in your delivery to a consumer today.

Surgeon fee discounts are an obvious one that can always be utilized. It’s up to the personal doctor and how they want to handle that.

Curbside Delivery

Many clients are utilizing curbside delivery of cosmetic products. They’re leveraging social media more now than ever to discuss those products and move them forward into their client base. Some clients are using eCommerce services to deliver products directly to patients homes and others are offering curbside, contact-free pick up at the office.

Social Media

When I think about social media, this is the time to own your advertising agency. You’ve heard us talk about this a lot over the last couple of years and I can’t emphasize enough now more than ever that if you’re not leveraging social media to help your practice get through communicating your vision for the practice and educating your patients, you’re missing out on an enormous opportunity.

You as the owner, you as the practice manager, you as the PA or provider of service in a practice need to take ownership of your practice’s message. The future of marketing, from our perspective, is about you as a business owner owning your brand. You the individual, as an owner, a provider, a manager, you have to have a brand that communicates through social media at an individual and personal level. Now, more than ever is a time to take advantage of that to get your business through this.

Start to think about the future and what you can do.

I hope that this helps. We are here, we’re playing offense and we want to do anything we can to support your business. We’ll continue to make rapid deployments to our technology. We will continue to communicate with you about what we can do to help your marketing.

If there’s anything that we can do, please, please, please don’t hesitate to let us know.

We wish you nothing but the best of health and productivity.

Talk to you soon,

Jason Tuschman

CEO & Founder

Your surgery center and office may be closed for cosmetic purposes but there are many ways you can keep business going by focusing on your medical patients and the needs of your local community.1. Remind Your Existing Patients You are Open for Medical AppointmentsEmail your existing patients to remind them that you can be called for essential treatments. Most patients don’t know what is considered medically necessary so this is a good time to educate them and help them avoid going to an ER or an urgent care center if they know you can treat them in a low-risk environment with fewer people around.  

2. Share Your Availability on Social Media 
Just like in the email you send to patients, use your social media profiles as a platform to educate your followers on what medically necessary means and why it’s more beneficial to make an appointment at your practice rather than an urgent care clinic.

CONTENT FOR EMAIL & SOCIAL MEDIA:

Subject: We are still open for your medical needs
Even though our cosmetic procedures have been put on hold, we are still available to see you for medically necessary treatments.
What is a medically necessary treatment?
These procedures or supplies are necessary for facilitating the diagnosis or treatment of an illness, injury, condition, or disease.
Some examples of treatments we are still offering

• Reconstructive surgery for skin/breast cancer patients
• Treatment of animal bites
• Treatment of lacerations
• Post-op care

Why is it better to visit [Your Practice Name] rather than an urgent care clinic for these procedures?
Hospitals and urgent care clinics are inundated with COVID-19 patient testing and care. Some are so busy that they are not accepting non-COVID-19 patients. Using your local [your industry] for these common medical needs provides a low risk and safe environment for your treatment. We can manage our waiting rooms much easier than the overcrowded healthcare centers and minimize your exposure to other people.
Call to make an appointment or make an appointment online for your medical needs.
[phone] [link to online scheduling menu] [link to virtual consultation menu]

3. Run Paid Placement Campaigns That Target Local Urgent CaresCreate ads on Google AdWords that target key phrases like “urgent care near me”, “stitches near me”, etc. If you don’t have a PPC or AdWords manager, talk to your current SEO manager or website manager about how to get a paid placement proposal with recommended target areas, phrases, and daily budget.4. Offer Your Facility to Local Urgent Care Clinics and HospitalsCall your local hospitals and urgent care clinics to find out if they are accepting non-COVID-19 cases. If they are not, ask them what they are doing for patients they need to refer to other providers. Let them know your facility is available to see non-COVID-19 patients and provide a list of services you are able to offer.

ENGAGE WITH YOUR PATIENTS IN REAL-TIME

Update Your WebsiteKeep your website manager up to date on your contingency plan. Add a web pop or notifications bar to your site with a link to important information regarding Coronavirus.We have created two webpops for you to use.

If you are monitoring but still open…

If you are forced to close…

Repost Your Updates on Social MediaProvide daily updates to your patients about what you are doing as new developments are released.Offer Virtual ConsultationsThis is a great way to keep business going if you are forced to close your doors. Even if you don’t close, you can offer virtual consultations to encourage social distancing.

MANAGE PATIENT COMMUNICATION FROM HOME

Don’t miss a beat of patient relationship management with
RSI’s PATIENT COMMUNICATION CENTER.

TEXTING, LEAD MANAGEMENT, PM INTEGRATION

Watch a Demo

We understand that these are trying times on your business and we want to do everything we can to help. During the COVID-19 outbreak, we are offering this new product to anyone that wants it. Please don’t hesitate to ask for a training session.

Existing Customers Call Customer Success at 561-781-8294 or email clientservices@redspotinteractive.com
New Customers Call Sales at 561-288-4243
Watch a Demo

RSI SUPPORTS TAKE A BREATHER

Founded by Miami plastic surgeon, Adam Rubinstein, Take A Breather encourages cosmetic surgeons across the United States to donate their unused ventilators to their local hospitals should a need arise.

While you are not using your ventilators for cosmetic purposes, the otherwise dormant machine can be put to good use for essential medical needs.

We encourage our surgeons in every major metropolitan area to help organize a virtual treasure trove of ventilators.

If you would like to help support or learn more please email shareventilators@gmail.com or visit Take a Breather on Dr. Rubinstein’s website.

Keeping your patients up-to-date on your contingency plans for non-essential medical appointments is key during these unexpected times. If you are switching to virtual consultations, you must consistently remind your patients of  the alternatives you provide. We recommend you post a reminder daily on social media and send an email to your existing patient list.

For your convenience, we have drafted an email communication that you can send to your patients. If you are interested in using this content, please don’t hesitate to copy and paste it into your campaign manager!

If you don’t have virtual consult software already, we recommend Zoom or Doxy.

[PATIENT NAME], To do our part in servicing the community and limiting contamination throughout the healthcare system, we are currently only seeing urgent/emergent care in-office. For your convenience, we are now offering telemedicine visits for our patients to determine the need for an in-office visit due to an urgent/emergent matter, to handle routine care, for prescription refills, and to provide limited clinical care. Medicare and most commercial insurance plans have substantially broadened access to telemedicine services, including waiving copays for telemedicine visits.     4 Steps to set-up a telemedicine visit with [Provider or Practice Name] Step 1 – You can conveniently call or text [Practice Name] at [Practice Phone]. You can also schedule your virtual appointment directly on our website[LINK] Step 2 – Our staff will schedule your virtual appointment and verify your insurance information. Step 3 – Relax and wait for a phone call from one of our technicians to start your appointment It is important you are ready for your call to start your telemedicine visit at the time of your scheduled appointment. Please be aware our staff may call from an unfamiliar or blocked number. If you miss a call, please return it as soon as possible Step 4 – The technician will provide you instructions to start your video call  via [Video Conference/TeleMed Software] with your doctor Sincerely, [Practice Name]

RSI’s elite team and software are here to play offense against COVID-19 for your practice.

RSI went remote starting Friday, March 20. Our team will still be fully functional with no loss of support or service to you. We are here as your partner during this challenging time. If you need ideas on communication, creativity, or other business matters, please don’t hesitate to call us. We have been on the phone non-stop with our clients and have many data points we can share on patient acquisition, retention, etc., given our ROI tracking software and clients.

We recommend the following services during this time:

Constant Communication – Communicate aggressively with your patients, team members, and partners to ensure reduced friction in your practice.

RSI Solutions:

• Two-Way Texting – If you do not already have our two-way patient texting platform, please ask your RSI support team member for a demonstration.
• Virtual Consultations – RSI will create a virtual consultation form for your website. We recommend looking at Zoom or Doxy.me telemedicine platforms.
• Web Lead Management – The RSI team will handle your web lead communication and patient scheduling through our proven patient coordinators. We have scheduled more than 300,000 patient appointments in the last 8 years.

Patient Marketing – Social media and email marketing will prove to be more important over the next few months than ever before. Keep your patients up-to-date with your latest accommodations. Market the value of your practice to your patients consistently, and let them know your thoughts on the current situation.

More than half of our clients have been with us for five or more years. We are your partners and friends regardless of tenure. Let’s play offense on COVID-19 together!

RSI is going remote starting Friday, March 19th and will be fully functional with no loss of support or service for you.  We are here as your partner during this challenge.  If you need ideas on communication, creativity, or other business matters please don’t hesitate to call.  We have been on the phone non-stop for over a week with our clients and have many data points we can share on patient acquisition, retention, etc. given our ROI tracking software and clients.

If we have not talked already we recommend the following during this time:

Constant Communication – Communicate aggressively with your patients, teams, and partners to ensure reduced friction in your practice.

RSI Solutions:

• 2 Way Texting –  If you do not already have our 2-way patient texting platform please ask your RSI support team member for a demonstration.
• Virtual Consultations – RSI will create a virtual consultation form for your website, as far as telemedicine we recommend looking at Zoom or Doxy.me
• Web Lead Management – RSI will handle your web lead communication and patient scheduling through our proven patient coordinators – over 300,000 scheduled in the last 8 years

Patient Marketing – Social media and email will be more important than ever during the next few months.  Let your patients know how you’re handling the practice and how to stay engaged with you.  There will be an end to this period and you want to be top of mind at that point.  Market your value aggressively and let them know about your thoughts on the current situation.

Over half of our client base has been with us 5 years or longer – you are our partners and friends regardless of tenure.  Let’s play offense on COVID-19 together!

In an effort to help your patient communication at this time, please find a proposed image that can be used for 1.  Website pop, 2. Instagram, and 3. As email text.

Please feel free to use it as you need or ask for customer support where applicable.  If you need assistance using the image please contact your Account Manager or the Customer Success team via email.  We understand information and policies are changing at a rapid rate right now but wanted to try and provide a quick way to communicate with your patients.

RSI is working aggressively as always to provide you solutions during the current environment and are available for assistance as needed.

Kindest Regards,
Jason Tuschman
CEO
RSI

We wish your patients and team the best during this unstable time due to COVID-19.  Currently, RSI will continue to operate under its normal processes and hours until further notice.  We are actively monitoring the safety of our employees and the environment and will continue to do so as the situation matures.

From a patient engagement perspective, if not done already, we urge you to pro-actively communicate with your existing patients and consultations regarding your practice perspectives on COVID-19 and how it may impact them.  For reach, communication should be cross-channel from a website page, email, and in-office notification.

As an example of pro-active communication from a medical board on how to handle scheduling patients, the Texas Medical Association distributed the COVID-19 Infection Prevention and Control Frequently Asked Questions to its members recently.  We found this an excellent document for protocol and will implement it for our scheduling clients as early as possible Monday.

COVID-19 Infection Prevention and Control Frequently Asked Questions

We will keep you up to date if we have any operational changes that could impact service.  We wish you and your teams nothing but the best!

Regards,
Jason Tuschman
CEO
RSI

Since RSI and Symplast announced their partnership in September to integrate their software, and with the New Year quickly approaching, the CEOs of each company wanted to give their predictions on trends for 2020.

How Will Practices Successfully Market Themselves in 2020?

RSI CEO Jason Tuschman: “The most successful practices from a marketing perspective will “own” their marketing! The age of the overpriced under-delivering local advertising agency is dead. Technology and employee education/experience coupled with industry dynamics of social media and consumer engagement driving organic search results will allow local businesses to win the marketing game. There is no magic black box anymore – engaging, genuine and valuable consumer content (video, imagery, etc.) providing educational value and brand support wins!”

How Will Search Engine Optimization Change in the Upcoming Year?

RSI CEO Jason Tuschman: “Organic search will not deliver the same volume it used to. Google will continue to increase paid ad exposure to drive profits, while at the same time, shrink geography exposure by zip code, forcing organic users into paid ads to achieve visibility outside of their nearest zip codes. This means even first page rankings’ organic value will deteriorate due to ad exposure increases to consumers before they get to your first organic ranking.”

What is the Major Theme We Will See within the Plastic Surgery Industry?

Symplast Founder Shashi Kusuma, MD: “The increasing competition within the aesthetic industry for non-surgical treatments is spurring the adoption of digital methods by plastic surgeons. I think the major theme we will see in plastic surgery in 2020 is the desire to really, finally, embrace and explore how technology can help plastic surgeons scale their non-surgical revenue streams. Minimizing the amount of physical time that a plastic surgeon is required to commit to surgical patients post-op is a logical, mutually beneficial opportunity for improvement. Technology, particularly telehealth and telemedicine, will be the impetus that drives this transition.”

How Can Practices Utilize Technology to Expand Their Business in 2020?
Symplast Founder Shashi Kusuma, MD: “We are working as a society on space tourism and visiting and colonizing Mars. We can order anything on our mobile devices and have it delivered to our doorstep that evening or dropped off by a drone. We are entering an era of complete autonomous driving. In this new world we are building, why are we using 25-year-old technology, even older workflows and 100-year-old ideas in practice operations, documentation and patient experiences?

We need to move into our own next evolution and innovation in our operations and utilize cutting-edge mobile technologies, AI operational tools, customized patient engagement strategies, multimedia centric contextual documentation, and tele/virtual visitations. The technology is here and now and is only accelerating at an awesome pace. Embrace the change.”

If you’re interested in learning more on any of the topics discussed above, RSI and Symplast will be presenting at the Florida Society of Plastic Surgeons Forum on Dec. 13 at The Breakers in Palm Beach, FL. Jason Tuschman will be presenting at 11:50am-12:10pm on “Own Your Future, Own Your Marketing”, and Dr. Kusuma will speak at 12:20-12:25pm on “2020: The Year Telehealth Transforms Plastic Surgery”.

Product integration delivers tools to encourage profit-driven business decisions for specialty healthcare practices.

Nextech Systems, a leading provider of healthcare technology solutions for specialty physician practices, today announces its new partnership with RSI (RSI). The partnership will provide Nextech’s network of clients’ end-to-end patient acquisition and retention automation capabilities with built-in reports to measure and optimize clients’ return on marketing investments.

“In today’s hyper-competitive environment, specialty practices need to understand how to improve their patient acquisition and retention performance based on their return on investment,” said Jason Tuschman, Founder and Chief Executive Officer of RSI. “Our integration with Nextech will allow their users to increase profits and scale, while reducing workload based on $150 million in new patient revenue results our clients have realized from using the RSI software.”

By integrating with RSI, Nextech customers will have full transparency into their marketing, lead management and patient scheduling activities. This increased visibility will better enable practices to identify and address opportunities within key areas of their organizations. By using the integrated tools, users will better optimize their marketing and patient acquisition investments, allowing them to further scale their practices through essential patient acquisition and retention automation.

“Healthcare providers are increasingly pressured to operate as business owners, sometimes taking valuable time away from patient encounters to address marketing and business challenges. Our goal, alongside RSI, is to automate these processes to make it as easy as possible for providers to accelerate and excel, while still delivering crucial care to their patients,” Nextech’s President and CEO, Mike Scarbrough said. “As we expand our integration opportunities for providers, we are honored to partner with RSI to further enhance Nextech practices by providing them with the tools they need to reach their goals.”