Create The ULTIMATE High Tech, High Touch Patient Experience with Kelsey Fleming | Sycle
Jun 28, 2023
Hearing Matters
Are you ready to revolutionize your hearing care practice? Join us as we chat with Kelsey Fleming, the Vice President of Sales and Enterprise at Sycle, to uncover how her passion for helping hearing care practices know and grow their business is transforming the industry. Kelsey shares her insights on finding the right balance between technology and high-touch interactions to create the ultimate patient experience. Discover how Sycle's high tech, high touch approach is making a difference for thousands of hearing care providers and clinics across the nation.
As technology advances and younger generations enter the hearing care market, meeting and exceeding patient expectations is more important than ever. Kelsey and Blaise uncover how systems like Sycle can create a positive experience for patients and why providers need to be willing to show up and meet their needs. We discuss the wealth of information available to patients and how they are becoming very accustomed to immediate gratification.
Don't miss our conversation on how Sycle offers dozens of features and tools that can help any practice meet and reinforce those patient expectations, and the importance of focusing on just two to three things at a time to remain nimble and ready to adapt to changing patient expectations.
Are you ready to revolutionize your hearing care practice? Join us as we chat with Kelsey Fleming, the Vice President of Sales and Enterprise at Sycle, to uncover how her passion for helping hearing care practices know and grow their business is transforming the industry. Kelsey shares her insights on finding the right balance between technology and high-touch interactions to create the ultimate patient experience. Discover how Sycle's high tech, high touch approach is making a difference for thousands of hearing care providers and clinics across the nation.
As technology advances and younger generations enter the hearing care market, meeting and exceeding patient expectations is more important than ever. Kelsey and Blaise uncover how systems like Sycle can create a positive experience for patients and why providers need to be willing to show up and meet their needs. We discuss the wealth of information available to patients and how they are becoming very accustomed to immediate gratification.
Don't miss our conversation on how Sycle offers dozens of features and tools that can help any practice meet and reinforce those patient expectations, and the importance of focusing on just two to three things at a time to remain nimble and ready to adapt to changing patient expectations.
You're tuned in to the Hearing Matters podcast, the show that discusses hearing technology best practices and a growing national epidemic Hearing loss. Before we kick this episode off, a special thank you to our partners. Sycle built for the entire hearing care practice. We, the all-in-one patient communication and engagement platform. Redux Faster, drier, smarter, verified VaderPlugs the world's first custom adjustable earplug. Welcome back to another Hearing Matters podcast episode, and joining us today is Kelsey Fleming, the vice president of sales and enterprise at Sycle. Kelsey is a lover of clever technology, creative solutions and cutting edge software design. In the last decade, this obsession has led Kelsey to nonstop thinking about how to bring technology to the hearing care industry that improves the way providers serve their patients. After 12 years in the hearing care space, kelsey is passionate about walking in the practices quote-unquote shoes to truly find and build solutions that make their lives better and more efficient. Kelsey, welcome to the Hearing Matters podcast.
Kelsey Fleming | Sycle:
Thank you so much, Blaise. It's really nice to be here with you today.
Blaise M. Delfino:
We are so excited to finally have you on the Hearing Matters podcast. Personally, i have been following you on LinkedIn for quite some time And just thank you so much for all that you've done and continue to do for the hearing health care industry. Oh, you're welcome. Thanks, blaze. Kelsey, i'm excited to talk today about your passion for helping practices know and grow their business.
Blaise M. Delfino:
I love this topic and leveraging software to improve the patient experience, because we all know in the hearing health care industry, patient experience is number one.
Blaise M. Delfino:
So we just celebrated Better Hearing and Speech Month and I could not help but think of all of our amazing private practice owners and hearing care clinics that give the gift of hearing on a daily basis.
Blaise M. Delfino:
We live in the digital age and it is so important that practices have the right tools to not only know and grow their business, kelsey, but provide first-class patient care. Growing up in the hearing health care industry, i remember those old Minilla folders and patient information enclosed, and our hearing care providers tuned in right now will absolutely remember what I'm talking about, and the way that information was filed away made things like marketing and the ability to provide exceptional patient experience a little challenging. One of the tools that has helped and continues to help thousands I repeat, thousands of hearing care providers and clinics around the nation use Sycle And Kelsey, being that we live in the information age and we transfer information incredibly fast, it is important that hearing care providers have systems like Sycle to help them organize their patient base but really, most importantly, remain in touch with their patient base. Share with us Sycle's high tech, high touch approach to serving their customers.
Kelsey Fleming | Sycle:
Oh my gosh, i would love to share with you, Blaise, exactly how Sycle does that. You're right. The speed of technology is getting faster and faster And with things like AI and everyone's new favorite dinner topic, chat, gpt, technology is only getting faster. It's no doubt that these types of technologies are certainly certainly going to impact the medical space and the hearing care space. I think the key, as you alluded, is finding the balance of how to use technologies like that in your practice.
Kelsey Fleming | Sycle:
I think there's two really important things here. I think. First is deciding the goals and the focus of what you want for your practice. What's your vision going to be? Second, i think it's figuring out how to plug pieces of technology to support that vision that you have for your practice. Sycle has dozens and dozens of ways to speed up daily tasks organize your information, maybe move out of those Manila folders, as you mentioned. Call me if that's you. Definitely we can help with allowing for task delegation for multiple people in your office. We help hundreds, like you said, of clinics. Explore how to balance these different areas. Our solution I think the key takeaway is very flexible and can accommodate what fits best in your practice so that you can retain those high-touch interactions, but also take advantage of those technologies.
Blaise M. Delfino:
Absolutely, kelsey, being that we do live in this. Information and digital age tech is not going anywhere. If anything, it's only going to continue to grow, and implementing that friendly AI can and will, in fact, help our providers know and grow their business. Before we hit the record button today, kelsey, you and I were talking about patient experience. Experience is a word many organizations use. As a former private practice owner, during team meetings, we always talked about how can we offer the best patient experience possible. There was a statistic that by the year 2020, majority of consumers would make their purchasing decisions based on the experience that they had. I will say that, as a former private practice owner, i always had a first-class experience with Sycle. I'm just going to say that. But today, now than ever, kelsey, patient experience should be not has to be it should be the number one priority. If you are a hearing care provider, tell us why patient experience is so important and what you've learned personally about patient experience with your many years in the hearing healthcare industry.
Kelsey Fleming | Sycle:
You know what I love this topic.
Kelsey Fleming | Sycle:
I think the experience word, if you will, is a little buzzy, and that's okay, but I could not agree with you more on your outlook of patient experience.
Kelsey Fleming | Sycle:
Most of my career has been spent building tools and systems that not just sport the practice and the practice staff but also support the patient, And this is how I learned and really witnessed in my experience that the patient is the most important part of the practice.
Kelsey Fleming | Sycle:
Truly, i'm not a hearing care patient yet, but a lot of my family members are. So when I think about the patient experience and what it should be, what it should look like, what it should feel like, i think about them, i think about my family and I think about what I would expect for them. I believe that the patient experience is an expression of what you and your staff and your practice stand for, who you are in your community and really that promise that you're willing to stand behind every time a patient comes into your clinic. In my opinion, the patient experience is, like you said and always will be, one of the truly distinct ways that you can differentiate yourself from others in your market, and that's becoming more and more critical as our market is changing And we all know that it's changing pretty constantly.
Blaise M. Delfino:
Kelsey. To dovetail a little bit off that, this brings me back to the year 2017, when I graduated from grad school and got involved in the private practice And we were not using a CRM system, so we didn't have a way in which we could digitally save patient data and file, and we went through the training with Sycle, and that training in and of itself was so comprehensive. But, to your point, implementing a system like Sycle, like this incredible system that allows you to do so many things which in future episodes we're going to talk about all the fun features But it helped us create such a positive experience for our patients that we had multiple patients, really on a weekly to even monthly basis. Say my gosh, you would think that this is like a franchise the experience that we have not only in office but out of the office.
Blaise M. Delfino:
And when we talk about patient expectations, kelsey, because let's be honest, all of our expectations are high today, with the Amazon model, we want something yesterday And guess what? We're human Our patients probably have ordered from Amazon or something similar, and they want their hearing aid or they want that appointment yesterday, right now. So, being that, the expectations are high, and rightfully so, as I said as a former private practice owner, i've used Sycle. I love its interface. Being that these patient expectations are high, how can providers continue to show up for their patients, not only to provide a wonderful patient experience? but I'm going to say this, kelsey, how can we exceed the patient expectations today?
Kelsey Fleming | Sycle:
Yeah, you're right, the expectations are high and they're only going to get higher right As technology advances and younger generations move into the hearing care market. we know that those expectations are going to keep going up. I think that today's patients want personalized information and they want it given to them in a variety of different delivery methods. There is a wealth of information available to our patients' fingertips, which means, as you said, patients are going to make information-based decisions. They're going to really be able to think about this purchase that they're making, instead of kind of just shooting from the hip, if you will. And, as you pointed out, whether we like it or not, consumers are becoming very accustomed to immediate gratification and we have to be willing to show up and meet those needs that they have. I think that, because of changes like these, pinpointing the patient expectations that you serve in your specific market is one thing, like figuring out what they need and what they want. executing against those expectations is a whole other challenge, and I think it's a little bit of a moving target.
Kelsey Fleming | Sycle:
However, exceeding a patient expectations starts with the very first interaction, and we all know that it's continually impacted with every conversation and every appointment in that patient life Sycle that you're serving them. What's really great about Sycle is there are dozens of features and tools that can help any practice meet and reinforce those patient expectations. It could be small things, it could be text messaging, it could be automated appointment reminders, maybe it's as we kind of joked about before, maybe it's going paperless paperless forms that are easier for them to fill out. It could be something larger, like having the flexibility of a telehealth appointment so they can talk to you from home. Or maybe it's something really large, like patient financing options so that they can purchase the technology that meets their needs. We have over 20,000 users at Sycle across the globe.
Kelsey Fleming | Sycle:
I feel confident that Sycle has anything and everything that you might need to meet and exceed those patient expectations, even as they're changing. To be honest, blaze, if we don't, if there's something we're missing from a feature set, Sycle has done a really good job at partnering with over 20 industry-specific partners to help close the gap on all those little aspects of what it takes to run a hearing care practice. I think, like I said earlier, picking two to three things at a time to focus on that you think are going to exceed those patient expectations. focusing on those two to three things until you master them and then move on to the next two or three things that you want to figure out in your practice. This approach, hopefully, will keep you nimble and help you be ready to adapt to those patient expectations as they change and grow.
Blaise M. Delfino:
Man. There's so much that we can impact there, kelsey, but we're going to hold that for our upcoming episodes. But I will say this I don't know. I may have made the recommendation. I remember when I started in practice and I would write little sticky to do notes or like. That's embedded in Sycle now, so I don't know if it was my idea, but other users had that idea.
Kelsey Fleming | Sycle:
And that actually I also need to use Sycle because I'm still like, not even like following my own rules. I'm like still a sticky note kid, I always will be.
Blaise M. Delfino:
Got to get that Sycle username and password there, Kelsey.
Kelsey Fleming | Sycle:
Yes, totally.
Blaise M. Delfino:
I have to share this brief story Had a patient who was having renovations done at their home and was not having a good experience. I think what is so amazing about the hearing healthcare industry and as a hearing care provider, but also as a thought leader like yourself in the industry you get to have these really heartwarming conversations. And this patient had so much trust built with us that he was sharing this not so great experience with this company that was conducting renovations at his home. And apparently, when he called our office because Sycle and Weave, you have that amazing integration he got a auto reply that said we're currently on the phone with someone. We'll call you right back. And he said, blaze, that made my day. I showed my wife, because of everything that we've been going through with this other renovation bad experience. He said you are a small family business in Nazareth, pennsylvania, and it's just like you look and feel like a major big brand retailer.
Blaise M. Delfino:
So, again, when we talk about meeting practices where they're at Kelsey, we were one of those practices in 2017. And what was so amazing is that as we grew, Sycle grew with us And in previous conversations you have shared with me that Sycle can really meet practices where they're at. I am living proof 100 percent And, of course, i can personally back this up because Sycle met my family's private practice where we were at, in terms of our current patient base and what back end systems we could integrate to really know and grow our business. What do you mean when you say Sycle will meet hearing care practices where they're at?
Kelsey Fleming | Sycle:
I'm glad you brought this up. I think I started saying this maybe about a year ago when I came on board at Sycle And I guess it was my generic way of explaining how multifunctional Sycle is. And listen, I know that you can't be all things to all people, but from my point of view, Sycle's done a pretty good job at being many things to many people. Very similar to your story. We still get calls from people who just graduated or just got their small business loan, who are opening their first practice, and they are choosing Sycle to be a part of that journey.
Kelsey Fleming | Sycle:
Oh that's exciting. We I know I love these calls actually We get customers who are expanding their business, who are opening or acquiring new locations. we have supported customers through those crazy things that happen in life. Maybe they are moving across the country, or maybe they have a health emergency, or maybe one of those incredible lifetime opportunities just falls in their lap and Sycle is there to support them through it. Sycle works.
Kelsey Fleming | Sycle:
I think I said this before, but Sycle works. with over 8,000 clinics We have seen we've helped our provider see over 24 million patients 24 million patients Incredible. I know some of those customers have actually been with us. they've trusted us with their business since our inception in 2001. So, to answer your question, blaze, when I say Sycle can meet you where you are. it doesn't matter if it's private practice or large-scale retail. if you're an industry partner, Sycle can support almost every variation of business that we see in our space And that allows us to stay very tightly connected with our customers for years, sometimes even decades, and at the end of the day, that is something that I am very proud to be a part of.
Blaise M. Delfino:
I love it. And, kelsey, oftentimes offices and practices in and of themselves, especially the ones just getting started, do they really need all those features? You had talked a little bit earlier about those snackable features. Maybe choose two or three features to really get you started, get on the road to better hearing and continuing to help patients hear life story, if you will. But I want to thank you and I want to thank Sycle for meeting the family's practice where we were at, because, like I said, you grew and continue to grow with the family private practice and we are just one of thousands of very happy customers. Kelsey, thank you so much for joining us on the Hearing Matters Podcast today. Do you have any last words or final words that you would like to leave the listeners with today? Because, cats out of the bag. Kelsey is coming back on the Hearing Matters Podcast in a couple of weeks to talk a little bit more about Sycle, its incredible features, but we wanted to talk a little bit about how Sycle is improving patient experience.
Kelsey Fleming | Sycle:
Yeah, no, i won't show my cards too quickly. I'll leave you guys with a teaser and hopefully show up for our next mini-series podcast, but I am very excited to be here. Blaze, thank you so much for having me and I can't wait to be back.
Blaise M. Delfino:
You're tuned in to the Hearing Matters Podcast. Today we had Kelsey Fleming, vp of Sales and Enterprise at Sycle. Join us to discuss how hearing care providers can leverage technology to improve their patient experience. To learn more about Sycle, visit Sycle down com. That's S-Y-C-L-E. com. Until next time, hear life's story.