While his background is in the financial services industry, Ronnie L. Boling, Practice Manager at Brentwood Hearing Center in Nashville, TN, said it was amazing how easy the shift was to move into the hearing care industry was.
When the founder of Brentwood Hearing Center was ready to sell, she offered the practice to the audiologists on staff: one of them was Boling’s wife. “It was natural for me to come to the practice after retiring from the banking industry. And, although I didn’t have any experience in healthcare, the transition was simple because so much of what I do is help the team take care of the patients,” he said.
As our Inner Circle Spotlight, Boling shares his tips on patient care and insights into growing your practice with the Phonak Partner Success Program.
First Impressions … and Beyond … Count
Boling’s advice to anyone in the hearing care industry is to: Take care of the patient!
No matter if you’re a student completing your doctor of audiology program, a seasoned hearing care provider or a receptionist at the front desk, Boling said that so much of what we do is centered around the patient experience. And, it begins when the patient calls the practice and has that first interaction.
“You and your team have seven seconds to make a first impression. And from that moment on, the patient experience begins…” —Ronnie L. Boling, Practice Manager at Brentwood Hearing Center
“You and your team have seven seconds to make a first impression,” said Boling. “And from that moment on, the patient experience begins —from making the appointment to walking into the office to the diagnostics to maybe fitting of those devices.”
Boling stresses to his team to make sure that the patient experience is always a wow moment no matter where the patient is in his/her journey.
‘Wow’ With Marvel
Having a marvelous product portfolio to offer is part of providing patients with that “wow” moment.
“Phonak Marvel™ has been an incredible product for us to fit,” said Boling, who also wears Phonak Marvel. “You know, hearing care is first about the patient, and for every patient, we demonstrate different levels of technology. The Marvel has been the winner every time!”
“You know, hearing care is first about the patient, and for every patient, we demonstrate different levels of technology. The Marvel has been the winner every time!”
When Marvel hearing aids were first introduced, Boling took advantage of a direct mail campaign through Practice Services to share the news of the multifunctional marvel with his community. They held a “Merry Marvel-ous Christmas” Open House in December.
With the direct mail campaign, they reached out to patients who were targeted as having hearing aids over two-years old and targeted as “tested, not sold.” The response was overwhelming to the point to where they extended it through the month of January. “And the fittings of Marvel were just amazing,” added Boling.
Partners in Patient Support
Being part Inner Circle offers practices the opportunity to better support patients.
“The Inner Circle Program is the private banking of hearing care,” said Boling. “To focus on customers like us is significant because we don’t feel like we have a supplier of hearing devices. We feel like we have a business partner in Phonak.”
“The Inner Circle Program is the private banking of hearing care.”
Because of the relationship, Boling is able to take advantage of Practice Services, like Phonak Freedom. This financing option allows patients the flexibility to pay installments while improving their hearing. “This is just incredible and great opportunity for us to again, meet the patient where they are,” he said.
“You know, we’re a small office, I’m the lone person at our office that manages the practice, and so I can’t do these things by myself,” he added. “And so the resources that come as a result of being a part of the Inner Circle program are just invaluable to me as we try to grow the practice and move it along.”
Jo-El M. Grossman is the Communications & Content Manager for Phonak U.S. She is an avid storyteller, as well as an accomplished, creative and qualified marketing and editorial leader with a multi-media background.