In this 3 minute video:
what committed and successful clients have to say about why working with ThinkThroughTools worked. + One Module segment from Flight Request Stimulator on-line
WE TEACH OUTREACH
NOW ALL WE TEACH CAN BE EXECUTED IN THE salesnexusFLIGHT software platform
salesnexusFLIGHT CRM (Customer Relationship Management) Outreach & Marketing Automation Platform
Execute the OutreachU Principles, Methods and Processes in THE BOOK OF OUTREACH FOR AIR MEDICAL TRANSPORT using salesnexusFLIGHT. Finally - the power to execute all that you learn in the book using this software platform completely engineered for Air Medical Transport programs. Target, Connect & Grow Flight Requests
DO YOU KNOW YOUR CORE & RORE? Hope So!
- Financial Concepts to Help Understand the Worth of Flight Requests
- CORE & RORE
- In traditional business we measure COGS (Cost of Goods Sold) and ROI (Return on Investment.) Tracking these metrics is essential to understand what resources are required to produce a product or service – then after knowing this – what pricing or fee to charge to result in break even or positive earnings/profit.
- EXAMPLE
- The COGS to manufacture, market and sell (X) product was $10,000. We earned $100,000 in payment from the customer. Our ROI was 9X (or we earned $90,000 after we invested $10,000 to make, market and sell the product or service.)
- In Air Medical Transport Outreach, our MasterMetric is Flight Requests. We invest Human time, expenses, and materials to result in earning flight requests – which then generate revenue – which results in income for our flight programs. Whether for profit or not for profit, our financial reality is that income is necessary to allow us to meet our mission. So how do we budget, monitor, and measure for success? We can use two key metrics.
- 1. CORE (Cost of Requests Earned). This represents an aggregate of what we invest in Outreach Operator time, expenses, materials like SWAG, Branding Items, Sponsorships, Educational Events, or LZ Training with a helicopter on site, etc.
- 2. RORE (Return on Requests Earned). This represents the revenue we generate for completed patient loaded missions/transports minus the CORE. We must also factor the variance between requests and completed transports. Completed transports are what generate most of the revenue that we capture (put in the bank.).
- NOTE: These terms are considerably basic. We are not factoring an attribution for GENERAL OVERHEAD, e.g., the numerous costs for the entire Air Medical Transport operation.
- EXAMPLE
- Your Outreach Operator in her designated Base Territory conducted a small group educational session herself for ten Immediate Customers at a high-volume LOYAL Volunteer Fire Department.
- She devoted time to (in brief – not an entire check list of all required actions)
- Communicate, travel, and engage, before this to discover and understand how she could set up the customer for success – what did they desire or crave to have? (+ time documenting all of this as it was happening in SalesNexusFLIGHT) (x Hours + Expenses)
- Plan, budget, (if not already budgeted in TargetTopTen Outreach Plan) gain management approval, order materials, order Food & Beverages (F&B), communicate and engage, complete CEU (Continuing Education Unit) application, complete payment process for CEUs, to coordinate this – to confirm what she engineered was what her customer desired or craved to have, document all of this in SalesNexusFLIGHT (x Hours + Materials/Fees)
- Gather materials, load, travel, set up, execute the session (which may include testing to earn CEUs), tear down, and return to base (home) (x Hours + Expenses)
- Follow Up, data input of the roster, summary of the event, audit materials used and/or returned to storage, write and send individual Thank You notes, launch an electronic survey assessment, launch online CEU testing (if not done on site), ready and launch CIL (Continuous Impact Learning) online drip course for reinforcement, communicate (or meet in person) with the primary contact to gain post event insights, and conduct an AAR (After Action Review) with Report to Management that includes what worked and what needs improved or innovated, time to complete expenses documentation / reimbursement form(s), etc., documentation in SalesNexusFLIGHT (x Hours + Expenses)
- TEMPLATE
- Outreach Actions CORE (Cost of Requests Earned)
- Research Gaining Insights Into Immediate Customer’s Desires (Cravings) X Hours (X Hourly Rate) + Expenses = $
- Planning, Preparation and Verification with Customer X Hours (X Hourly Rate) + Materials and Fees = $
- Execution of Outreach Event X Hours (X Hourly Rate) + Expenses = $
- Follow Up X Hours (X Hourly Rate) + Expenses = $
- TOTAL =
- ACTUAL
- Outreach Actions CORE (Cost of Requests Earned)
- Research Gaining Insights Into Immediate Customer’s Desires (Cravings) 10 Hours (X $40.00 Hourly Rate) + Expenses (Travel / Mileage $50.00) = $450
- Planning, Preparation and Verification with Customer 20 Hours (X $40.00 Rate) + Materials and Fees ($300.00) = $1,200
- Execution of Outreach Event 5 Hours (X $40.00 Rate) + Expenses (Travel Mileage, tip for F&B delivery [$20.00] = $270
- Follow Up 10 Hours (X $40.00 Hourly Rate) + Expenses = $400
- TOTAL = $2,320
- Now, we have an idea of the costs involved in the effort to earn flight requests (CORE.)
- What is the Return on Flight Requests Earned (RORE)?
- In this instance – in the three months (quarter) following, your flight program received twenty (20) flight requests. Of these, four were turn-downs due to weather (if you have ground units, these may have completed the transports), three were missed for already being in service, one was missed for Mx (maintenance), and two were missed for other reasons (crew duty time, etc.), resulting in, ten (10) completed patient transports.
- You collected a total of (X) $180,000 for these ten flights.
- RORE RORE MULTIPLE
- Flight Request $360,000 (20 Requests w/Average revenue of $18K) - $2,320 = $197,680 155 X
- Collected Revenue $180,000 (10 Completed transports @ $18K) - $2,320 = $97,680 77 X
- BOTTOM LINE
- Was it worth $2,320 in Outreach activity investment to earn twenty (20) flight requests that resulted in ten (10) completed patient transports?
- • According to FAIR Health data in 2020, the average charge associated with rotary-wing (helicopter) air ambulance transports rose to $30,446 from $24,924 in 2017. Modern Healthcare
- • The in-network negotiated rate (excluding mileage) for emergency helicopter flights in 2020 was about $18,668. AJMC
- VERY SPECIAL THANKS to Ed Marasco, Executive Vice President of External Affairs, at Quick Med Claims for reviewing, refining and significantly improving on the original document. Your wisdom and solid understanding of Finance and Outreach for HEMS, EMS and more is… masterful!
Excerpt from THE BOOK OF OUTREACH for AIR MEDICAL TRANSPORT; How to Grow Flight Requests by Astonishing the Right Customers Consistently
YOU ARE CHANGING A BASE LOCATION. Many individuals in your new location will be delighted and excited. Great. But - are you making sure to Outreach to those you are leaving that have trusted you and have been accustomed to you being in their community?
This is the same as "Break Up Syndrome." It's emotionally hard on many - especially the LOYALS at the place/area that's changing - some feel betrayed – “You broke up with me (us).” It can even be like a death............ as always - person to person react differently.
Going back to one of the OutreachU mantras; ALWAYS BE INCREASING CERTAINTY
For those you are Outreaching to - in the area you are departing.............. communicate the theme:
"Some Things Change - Some Things Stay the Same.”
Be 100% truthful and accurate1. Create a simple graphic - Title "Some Things Change - Some Things Stay the Same"2. Two columns3. Left column - What is Changing - (Your base and the "ballpark" of time IF YOUR ROTORCRAFT WERE AT ITS BASE.)4. Then a note that your flight program is a DYNAMIC SYSTEM - often the rotorcraft that responds will not be sitting at the base or it will respond from another location (e.g., in transit from a previous flight) or another - of many – of your FLEET - will respond.5. Right Colum - list ALL THAT STAYS THE SAME - the crewmembers, the comm center, the aircraft, the equipment, our commitment to you, the ongoing Outreach education we provide, (as much as you want to list)6. Help them with Rational Elements - and Emotional ElementsVerbally you can have "Talking Points" about the WHY. Just be careful - check with leadership about what Outreachers and the staff say.
TELL THE TRUTH. Print up a simple card or list for all staff to have for talking points - etc. Keep consistent - keep truthful - only reveal what is necessary to reveal.
“We moved our base - because (here).” short and sweet.
And keep focusing on how very little will be different. "These facts will not change."
Your Marketing Director I am sure can craft "copy" (statements) on this.
Keep all staff reading and playing from the same sheet of music. In time - most individuals will adjust and be okay.
For the new base - the classic "All Out" "We're In Town" .... mission metrics - keep to the facts - and do this being mindful of the area you departed. THE FACTS ARE ALMOST THE SAME. Just a little favorable for the new location. "We moved here because (rationale)."
Be sure to balance this. The customers you departed will get this information - be truthful - the list of "What's Changed" - "What's the Same" needs to be consistent. For the new folks - "Oh - if our aircraft is at the base - we're a little closer"
In all you communicate YOU MUST MAINTAIN "(Program Name Here) is a Dynamic System" "Our Aircraft are Moving a Lot" "We Will Always Strive to Send You the One Most Appropriate and Most Rapidly to Get To You".
Create a template - FOCUS ON WHAT IS CERTAIN AND HOW LITTLE IS CHANGING to maintain trust with those "of loss" and those that have "A New Base in Town".............. keep a balance - INCREASE CERTAINTY FOR BOTH!
Going back to one of the OutreachU mantras; ALWAYS BE INCREASING CERTAINTY
For those you are Outreaching to - in the area you are departing.............. communicate the theme:
"Some Things Change - Some Things Stay the Same.”
Be 100% truthful and accurate1. Create a simple graphic - Title "Some Things Change - Some Things Stay the Same"2. Two columns3. Left column - What is Changing - (Your base and the "ballpark" of time IF YOUR ROTORCRAFT WERE AT ITS BASE.)4. Then a note that your flight program is a DYNAMIC SYSTEM - often the rotorcraft that responds will not be sitting at the base or it will respond from another location (e.g., in transit from a previous flight) or another - of many – of your FLEET - will respond.5. Right Colum - list ALL THAT STAYS THE SAME - the crewmembers, the comm center, the aircraft, the equipment, our commitment to you, the ongoing Outreach education we provide, (as much as you want to list)6. Help them with Rational Elements - and Emotional ElementsVerbally you can have "Talking Points" about the WHY. Just be careful - check with leadership about what Outreachers and the staff say.
TELL THE TRUTH. Print up a simple card or list for all staff to have for talking points - etc. Keep consistent - keep truthful - only reveal what is necessary to reveal.
“We moved our base - because (here).” short and sweet.
And keep focusing on how very little will be different. "These facts will not change."
Your Marketing Director I am sure can craft "copy" (statements) on this.
Keep all staff reading and playing from the same sheet of music. In time - most individuals will adjust and be okay.
For the new base - the classic "All Out" "We're In Town" .... mission metrics - keep to the facts - and do this being mindful of the area you departed. THE FACTS ARE ALMOST THE SAME. Just a little favorable for the new location. "We moved here because (rationale)."
Be sure to balance this. The customers you departed will get this information - be truthful - the list of "What's Changed" - "What's the Same" needs to be consistent. For the new folks - "Oh - if our aircraft is at the base - we're a little closer"
In all you communicate YOU MUST MAINTAIN "(Program Name Here) is a Dynamic System" "Our Aircraft are Moving a Lot" "We Will Always Strive to Send You the One Most Appropriate and Most Rapidly to Get To You".
Create a template - FOCUS ON WHAT IS CERTAIN AND HOW LITTLE IS CHANGING to maintain trust with those "of loss" and those that have "A New Base in Town".............. keep a balance - INCREASE CERTAINTY FOR BOTH!
Recent Articles in Healthcare Business Today
Select the Healthcare Business Today logo to the right to read the most recent article by Rich Obertots, CEO of ThinkThroughTools, LLC & OutreachU, ltd.
we will help you
With the Six-Stage Outreach Sequence
Have you fully systematized your six-stage Outreach sequence to increase the selectivity and volume of your medically necessary and appropriate flights? Do you have each of the six Outreach stages operating at high performance levels? We can help you - if you truly desire to be helped and are willing to commit to the work required. We've done it time and time again for more than 26 years. The six-stage Outreach sequence works, if it is applied correctly and relentlessly.
WHY choose us
Our Outreach Competencies
Outreach Operating Systems Architecture
To effectively and consistently stimulate sufficient flight requests there are 10 Essential Outreach Operating System Elements required. We invented the architecture for Air Medical Transport. It works.
Flight Request Stimulator / Outreach Training
We offer CIL (Continuous Impact Learning) that synchronizes on-line and place-based OutreachU and Flight Request Stimulator training for employees in every function. This is necessary for your success. It works.
Outreach Mentoring & Advising Wisdom
With our lead Outreach advisors and educators having been involved in Air Medical Transport, EMS and hospital systems for more than 46 years (each) throughout our nation and abroad, we have the wisdom and experience to advise, mentor, problem-solve and innovate. It works.
WHY choose us
Our Outreach Competencies
Outreach Operating Systems Architecture
To effectively and consistently stimulate sufficient flight requests there are 10 Essential Outreach Operating System Elements required. We invented the architecture for Air Medical Transport. It works.
Flight Request Stimulator / Outreach Training
We offer CIL (Continuous Impact Learning) that synchronizes on-line and place-based OutreachU and Flight Request Stimulator training for employees in every function. This is necessary for your success. It works.
Outreach Mentoring & Advising Wisdom
With our lead Outreach advisors and educators having been involved in Air Medical Transport, EMS and hospital systems for more than 46 years (each) throughout our nation and abroad, we have the wisdom and experience to advise, mentor, problem-solve and innovate. It works.
HEALTHCARE OUTREACH PRACTITIONER ™
ThinkThroughTools, LLC & OutreachU, ltd. Launch 2025 HEALTHCARE OUTREACH PRACTITIONER ™ On-Line Learning Course & Credential
The Healthcare Outreach Practitioner Level I ™ (HOP I ™) has been launched at CareFlite based in Irving, Texas following more than a year's training with the CareFlite Outreach Lead Team (COLT).
This is the first cohort in the USA, as of FEB 2025. Congratulations COLT!
There are four levels of competency to this credential. These correspond with Bloom’s Taxonomy of the Cognitive Domains.
Healthcare Outreach Practitioner LEVEL I ™ (HOP I ™)Earning this credential requires evidence at the basic level; proof of knowledge and understanding of the core seven principles of OutreachU. The individual has passed the 70 question Level I exam achieving a 100% score and has demonstrated understanding of the basic level doctrine.
Healthcare Outreach Practitioner LEVEL II ™ (HOP II ™)This credential includes Level I and also evidence that the individual can correctly and consistently EXECUTE and APPLY all seven core OutreachU principles. LEVEL II is the most impactful and difficult to earn credential as it verifies empirically the ability to put OutreachU principles, methods and tactics in consistent and correct action.
Individuals are observed, their SalesNexus documentation consistency and accuracy is evaluated (AI assisted) and they are scrutinized intensely for empirical proof of their commitment to proper and relentless execution on the 7 core OutreachU doctrine.A large portion of data evaluated for this credential is accountability-based.
Confidential assessments are provided to OutreachU, ltd. by the candidate's HOP Level I peers, the candidate's customers, and the candidate's immediate supervisors.
Healthcare Outreach Practitioner LEVEL III ™ (HOP III ™)This credential includes Level I and Level II and also provides evidence that the individual can correctly and consistently instruct and mentor all seven core OutreachU principles.
Healthcare Outreach Practitioner LEVEL IV ™ (HOP IV ™)This credential includes Levels I, II and III and provides evidence that the individual can correctly and consistently instruct and mentor individuals to earn the Level III credential. Often referred to as a "Train the Trainer" course, these are THE MASTERS of the OutreachU Doctrine, Principles & Methods Application.
Healthcare Outreach Practitioner LEVEL II ™ (HOP II ™)This credential includes Level I and also evidence that the individual can correctly and consistently EXECUTE and APPLY all seven core OutreachU principles. LEVEL II is the most impactful and difficult to earn credential as it verifies empirically the ability to put OutreachU principles, methods and tactics in consistent and correct action.
Individuals are observed, their SalesNexus documentation consistency and accuracy is evaluated (AI assisted) and they are scrutinized intensely for empirical proof of their commitment to proper and relentless execution on the 7 core OutreachU doctrine.A large portion of data evaluated for this credential is accountability-based.
Confidential assessments are provided to OutreachU, ltd. by the candidate's HOP Level I peers, the candidate's customers, and the candidate's immediate supervisors.
Healthcare Outreach Practitioner LEVEL III ™ (HOP III ™)This credential includes Level I and Level II and also provides evidence that the individual can correctly and consistently instruct and mentor all seven core OutreachU principles.
Healthcare Outreach Practitioner LEVEL IV ™ (HOP IV ™)This credential includes Levels I, II and III and provides evidence that the individual can correctly and consistently instruct and mentor individuals to earn the Level III credential. Often referred to as a "Train the Trainer" course, these are THE MASTERS of the OutreachU Doctrine, Principles & Methods Application.
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HOP TO IT ®
THE BOOK OF OUTREACH FOR HEALTHCARE; How to GROW REVENUE by Astonishing the Right Customers Consistently
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FIRST PRINCIPLES First Principles is a concept often used in philosophy, science, and problem-solving. It refers to breaking down complex ideas or systems into their most basic, foundational truths and then reasoning up from there to build new knowledge or solve problems. The idea is commonly attributed to Aristotle, who described first principles as the "first basis from which a thing is known."
Key Aspects of First Principles:1. Fundamental Building Blocks:o These are the most basic assumptions or facts that cannot be deduced from any other premise.o Everything else in the system is built upon these foundational truths.2. Reductionist Approach:o To apply first principles thinking, a problem or concept is deconstructed into its simplest components, stripping away assumptions, analogies, or inherited ways of thinking.3. Innovative Applications:o By understanding and rethinking from the ground up, first principles allow individuals to innovate rather than rely on traditional methods or "best practices."Examples of First Principles Thinking:1. Elon Musk:o Musk uses this approach in business and technology. For instance, in developing SpaceX rockets, he analyzed the raw materials needed to build rockets instead of buying pre-made systems, drastically reducing costs.2. Scientific Method:o In science, the method starts with self-evident truths or experimentally proven axioms (e.g., laws of physics).3. Philosophy and Logic:o René Descartes' famous statement, "I think, therefore I am," is an example of deducing knowledge from an undeniable first principle.Benefits of First Principles Thinking:• Encourages creativity and innovation by bypassing traditional constraints.• Helps solve complex problems by addressing root causes rather than symptoms.• Facilitates better decision-making by grounding strategies in fundamental truths.Steps to Apply First Principles:1. Identify the Problem:o Clearly define what you are trying to understand or solve.2. Deconstruct Assumptions:o Question everything and break the problem into its most basic elements.3. Build New Solutions:o Use the foundational truths to create or reassemble innovative solutions.This approach can be transformative in fields ranging from engineering, entrepreneurship, and Outreach to personal problem-solving and learning.
Key Aspects of First Principles:1. Fundamental Building Blocks:o These are the most basic assumptions or facts that cannot be deduced from any other premise.o Everything else in the system is built upon these foundational truths.2. Reductionist Approach:o To apply first principles thinking, a problem or concept is deconstructed into its simplest components, stripping away assumptions, analogies, or inherited ways of thinking.3. Innovative Applications:o By understanding and rethinking from the ground up, first principles allow individuals to innovate rather than rely on traditional methods or "best practices."Examples of First Principles Thinking:1. Elon Musk:o Musk uses this approach in business and technology. For instance, in developing SpaceX rockets, he analyzed the raw materials needed to build rockets instead of buying pre-made systems, drastically reducing costs.2. Scientific Method:o In science, the method starts with self-evident truths or experimentally proven axioms (e.g., laws of physics).3. Philosophy and Logic:o René Descartes' famous statement, "I think, therefore I am," is an example of deducing knowledge from an undeniable first principle.Benefits of First Principles Thinking:• Encourages creativity and innovation by bypassing traditional constraints.• Helps solve complex problems by addressing root causes rather than symptoms.• Facilitates better decision-making by grounding strategies in fundamental truths.Steps to Apply First Principles:1. Identify the Problem:o Clearly define what you are trying to understand or solve.2. Deconstruct Assumptions:o Question everything and break the problem into its most basic elements.3. Build New Solutions:o Use the foundational truths to create or reassemble innovative solutions.This approach can be transformative in fields ranging from engineering, entrepreneurship, and Outreach to personal problem-solving and learning.
Rich Obertots articles in Healthcare Business Today