Eye Care Leadership Live

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We share a real-world story about a patient’s serious allegation against an employee and what it takes to respond with care, speed, and sound judgment. We break down how we build trust, gather facts, and make decisions that protect patients, staff, and the clinic’s reputation. 
• A high-stakes allegation coming in unexpectedly 
• Why leaders need a trusted HR partner on call 
• Asking for details when the topic feels uncomfortable 
• Creating trust fast to prevent missing key facts 
• Collecting evidence such as video, photos, and texts 
• Making a decisive call using...

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We talk with Carl White about how private practices can beat bigger competitors by leaning into what independence makes possible and by saying it clearly in their marketing. We also dig into HIPAA blind spots that show up in websites, agencies, and outreach so growth does not turn into unnecessary risk. 
• the case for helping private practices stay private and why ownership shapes patient care 
• competing with larger systems through clear positioning and nimble decision making 
• HIPAA exposure through website contact forms and marketing vendor access to PHI 
• why Business Ass...

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We talk with Dr. Cynthia Matosian about the leadership moves that keep eye care practices sustainable when costs rise and reimbursements fall. We dig into building patient-first culture, learning the business skills most clinicians never get taught, and using smarter purchasing to protect margin and reinvest in the team. 
• planning a thoughtful transition from clinical work to a second career chapter 
• building a patient-centric culture through weekly mission-driven staff training 
• closing the business knowledge gap with admin-side education and mentorship 
• mastering revenue cycle management and reviewing financials consistently 
• rolling out aut...

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In this episode, which originally posted in June 2025, my esteemed guest was Hillary Golden. 

Hillary is a keynote speaker and advisor on the topic of patient care in ophthalmology with a particular focus (no pun intended) on glaucoma. 

Doctors, practice administrators, and healthcare technicians will learn about the experience of a patient from diagnosis to ongoing treatment. Whether you are in eye care or not, this is an episode for you. 

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This episode is brought to you by Seasoned Advice HR, where I help eye car...

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We talk with Jennifer Church Kilkenny about what actually drives growth for cash-pay services in healthcare, from local search intent to email lists you control. We also get real about social media tactics, staff involvement, paid ads strategy, and the compliance lines clinics cannot cross. 
• her core client mix across aesthetic medical practices and the rise of med spas across specialties 
• using goals and local search trends to pick services, messaging, and differentiators 
• why the website is the most important marketing asset and why an email list compounds trust 
• building mar...

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In this show, I talk about rest as a form of self-care that makes us better leaders, not just better at “getting through” the week. I share practical ways to protect our energy so we can think clearly, support our teams, and improve clinic culture and financial results. 

• defining rest as what fuels our spirit and thinking 
• using solitude and a change of environment to generate better ideas 
• creating quiet, interruption-free time blocks at work 
• empowering staff to solve problems without us unless it’s a true emergency 
• u...

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We talk with Mike Guelcher of Prism Consulting Partners about what really drives an ophthalmology or optometry practice sale and why “value” is not the same thing as the final price. We dig into the human side of transitions, the metrics that keep you ready, and how to approach exit planning so you choose your exit instead of the market choosing it for you.
• why practice valuation and sale price diverge
• the buyer ecosystem and why timing changes outcomes
• the three-part lens buyers use: financials, people, operations and systems
• what staff e...

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We break down why technician turnover stays high in busy eye care clinics and how better hiring and onboarding fixes it. We share practical ways to validate skills, build a consistent training program, and create a culture where new techs feel confident and seen.

• shadowing candidates before an offer to confirm fit 
• verifying “experience” by checking how skills are done 
• using behavioral questions to test judgment and critical thinking 
• watching for early red flags like boundary issues 
• giving new hires tools fast, from abbreviations to clinic layout 
• shadowing ful...

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We talk with healthcare attorney Matt Stevens about the real-world legal and operational fights clinics face with insurance reimbursement, audits, and payer clawbacks, plus the steps that keep small problems from turning into career-level crises. We also get practical about employment disputes and why strong systems, especially timekeeping, reduce wage and hour exposure even when people act unpredictably.

• what Provider Legal does for healthcare providers as outside general counsel and transaction support 
• why insurance reimbursement creates conflict and how payer incentives shape denials and delays 
• how to handle SIU inquirie...

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A harassment allegation can make even experienced clinic leaders freeze, not because they don’t care, but because every move has consequences. We’ve handled these situations many times, and we break down what actually works when a sexual harassment complaint shows up in real life: how to act quickly without being reckless, how to be delicate without being vague, and how to protect your people while protecting your clinic.

We talk through the leadership basics that decide whether employees trust the process or assume the worst. That starts with relationships and...

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Mike talks with Kurt Defenbaugh about why culture is not a slogan or a perks program, but the lived DNA of a clinic that either gets designed on purpose or assigned by default. We walk through a concrete method for defining core values, then use those values to hire better, develop staff, align physicians, and build a team that trusts leadership. 

• culture as alignment rather than happiness 
• defining core values by identifying real role models and extracting shared behaviors 
• narrowing values to a small set people can remember and use <...

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Hiring shouldn’t feel like a weekly emergency, but in many ophthalmology and optometry clinics it does: outdated job descriptions, endless resumes, interview no-shows, and the temptation to grab the first person who seems “good enough.” I’m trying a new format called Tales From The Trenches, and I’m sharing practical hiring lessons I’m using right now with eye care clients so you can shorten the chaos and raise the quality of your team.

We start with a truth most practice administrators learn the hard way: the front desk is more than...

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We talk with Dr. Melissa Barnett about how a dry eye and specialty contact lens optometrist becomes an ICF credentialed coach and why that work brings her so much joy. We dig into burnout, clarity, and leadership habits that help eye care teams set real goals and follow through.

• burnout, mindfulness, and team communication
• the difference between mentoring, consulting, therapy, and coaching partnerships
• mindful leadership basics like self-care, empathy, and bringing fun into teams
• how she builds Alpine Blue Coaching to help more clinicians and organizations
• practical...

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This episode is to announce that Mandy Cansler Consulting and I are launching a free, multi-phase ophthalmology compensation survey so leaders can stop relying on generic healthcare numbers and start benchmarking pay with data that matches real practice roles. We explain why ophthalmology-specific compensation data is so hard to find, what we’re collecting in phase one, and how we plan to expand the survey and share implementation guidance. 

• why ophthalmology pay data often feels too generic to trust 
• what the compensation survey is designed to measure and why scope ma...

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My guest for this episode is Luke Goetting, a speaker and advisor on leading Generation Z and across generations. 

We unpack how digital natives changed the rules of retention and why eye care clinics win when they trade secrecy for transparency, titles for skills, and rigid roles for internal gigs. Luke Goetting shares concrete ways to map growth, invite input, and turn ideas into results.

• pandemic pressures and the missing middle in teams
• why digital natives value transparency, speed, and purpose
• the quarterly learning calculus that drives job mov...

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In this show, I tackle the real question behind manager overload: when an eye care clinic needs more leadership coverage to protect retention, productivity, and culture. We share clear warning signs, practical alternatives to hiring, and what to look for when choosing the next leader.

• employee feedback as the first red flag when support is missing
• why manager availability shapes psychological safety and retention
• the "15 direct reports" tipping point and why weekly one-on-ones matter
• the real cost of turnover and how it compares to added management
• manager bu...

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We sit down with Amy Ford of Curo Research to map the real-world path to launching and scaling clinical research inside an eye care clinic. We dig into staff growth, budgeting that actually covers the work, sponsor red flags, and where ophthalmic research is headed.

• defining coordinator, data, and regulatory roles as distinct growth paths
• physician traits that predict success, led by humility and trust
• building profitability by negotiating budgets against protocol time
• sponsor green flags and red flags in communication and turnover
• retention risks, deviations, and protecting...

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We explore how a 30‑year optometrist reconnected with purpose, found her voice through vulnerability, and turned a clinic into a culture powered by gratitude and action. The story spans a viral poem, practice reinvestment, children’s books, and the simple habits that keep leaders on fire.

• patients as purpose and the post‑COVID awakening
• staying in your lane vs stepping into courage
• vulnerability on LinkedIn and the unifying poem
• private messages, shared trauma and dropping masks
• reinvesting in the clinic with tech and design
• gratitude rituals that shape patient...

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We unpack the paradox of speed in HR and show how to move quickly without breaking culture. From hiring to onboarding to tough calls, we share practical systems that build confidence, reduce risk, and raise performance across eye care teams.

• defining values and role-critical skills for hiring
• hiring smart instead of hiring slow
• avoiding desperation hires and “okay” performers
• designing 90-day onboarding with cross-training
• building psychological safety and belonging
• using pulse surveys to surface early issues
• acting swiftly and thoroughly on investigations
• anchoring decisions to values and docume...

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We break down how MIPS really works, why the 75‑point threshold matters, and how to stop the year‑end scramble by building a simple plan that fits ophthalmology and medical optometry. Jackie Waterhouse and Ashley Hennis share practical steps on measures, EHRs, staffing, and audits.

• what MIPS is and how Medicare ties payment to quality
• why rule changes, benchmarks and practice status shifts matter
• how to pick fewer, better quality measures by subspecialty
• improvement activities that truly improve patient operations
• audits as random checks and how to document for a...

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Spoke to Dr. Irfan Ali about his journey to creating a large healthcare business and his passion for art, self care, and remaining humble through the struggles of life. 

Dr. Ali began his career as a physician in Pakistan and immigrated to the US, where he worked as a researcher and home improvement store janitor, before establishing his medical license and building a huge healthcare business, Pioneer Medical Group, based in Tampa, FL. 

Learn more about Dr Ali at https://irfanalimd.com and connect with him on LinkedIn at ht...

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We explore how leaders in eye care can stop playing fixer and start coaching in ways that reduce burnout, build real capability, and improve clinic flow. We share scripts, mindset prompts, and time tactics that make coaching up and coaching inward both doable and effective.

• difference between consulting, mentoring and coaching
• why curiosity and silence unlock better answers
• aligning on shared goals before hard talks
• a script for coaching up late physicians
• using empathy without excusing behavior
• handling defensiveness and timing the follow up
• self-coaching prompts to cle...

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Chad Miller and I explore how small and mid-sized ophthalmology businesses can compete for talent and drive profit by building culture into daily behavior, not posters. We unpack the real cost of turnover, low-cost listening tools, and how to coach struggling managers toward values alignment.

• how good bosses, teams, and culture retain talent
• the 0.5 to 2x salary cost of turnover
• revenue per employee as a growth metric
• moving beyond lip service to weekly culture rituals
• low-cost listening tactics that build trust
• transparency and vulnerability as the base of safe...

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In this episode, I make the business case for appreciation in eye care and show how to turn recognition into a daily leadership habit. From a smarter Employee of the Month to one-on-ones that build trust, I map the moves that keep great people and lift patient experience.

• why appreciation reduces turnover and costs
• designing Employee of the Month for values and fairness
• using stories to teach what good looks like
• addressing Employee of the Month cynicism with clear criteria and communication
• small rewards and taxation compliance considerat...

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Ever wonder how to get more engagement on LinkedIn? 

Sheikh Ali is here to debunk the myths of LinkedIn and help you get noticed and grow your presence. We touched on

Sheikh is the founder of SC Medical Media. He can be found at https://www.linkedin.com/in/sheikhali007/ or scmedicalmedia@gmail.com 

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This episode is brought to you by Seasoned Advice HR, where I h...

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Ever feel like your clinic is working hard but not quite working together? We dig into four leadership books that cut through the noise and give you practical frameworks for trust, culture, feedback, and recognition—tools you can use the same day you hear them.

We start with Patrick Lencioni’s The Advantage and its backbone, the Five Dysfunctions model. You’ll hear how trust enables productive conflict, how real debate leads to commitment, why peer accountability beats top-down policing, and how a focus on results keeps the team aligned. From hiring...

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Barbra Dey shared her knowledge to help optometrists and ophthalmologists to optimize the profits and patient experience in their optical department. We talked about
- Leadership
- The value of optical
- How you view optical helps create your results (or lack thereof)
- And more!

Find Barbra at https://www.linkedin.com/in/barbra-dey/ and at https://deyophthalmicconsulting.com/ 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and m...

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In this episode of Eye Care Leadership Live, I answer the question "What is HR?" 

So many people get a scrunched-up look on their face when I talk about HR. Or, they have a conception about HR that's been informed by really bad experiences dealing with Human Resources leaders or specialists. 

In this episode, I talk about what HR can really be in your eye care business. 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, ret...

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We are re-branding the show!

With my passion for eye care and serving that industry, I've decided to devote this show's content exclusively to eye care and ophthalmology. 

I will continue to bring knowledge and guests related to:

Please follow and share! 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through...

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Alethea Bryant and I discussed the unique issues facing therapists of all types: acupunture, massage, behavioral health, occupational/physical therapists and more. Some of what we covered are

Find Alethea here:

customerservce@rilluniqueenterprises.com 
https://rilluniqueenterprises.com/ 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better...

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Affirmations have gone mainstream. Healthcare leaders will benefit from a daily reset where you can connect your goals with positive words of encouragement. I hope these affirmations provide some clarity and positivity in your day. Replay them any time.

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com. 

Contact me directly at mike@seasoned-advice.com 

Get my free...

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Eva Minkoff and I discuss some of the biggest mistakes you can make in implementing AI and ways to counteract them. We touched on
- The real first question to ask when considering AI
- The importance of trust
- The rate of implementation
- How administrators in healthcare may not have perspective
- And more!

Eva is the Chief Transformation Officer at Transformental. She can be found here on LinkedIn: https://www.linkedin.com/in/evalana/

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This episode is brought to...

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Rush Shah, a fractional CFO to healthcare businesses, joined me for a chat about how strategic finance can truly transform your life and your business results. We touched on:

Rush can be found at rush@moderncfoservices.com and https://www.moderncfoservices.com/

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This episode is brought to you by Seasoned Advice HR, where I help ey...

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Employee compensation is a critical function in clinic leadership. Get it wrong and you'll have turnover, poor employee performance, and unhappy physicians. Get it right and you will unlock productivity and patient satisfaction. 

Listen in for my tips to successfully get pay benchmarking right! 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com. 

Contact me directly at mike@seasoned-advice.com 

G...

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Elise Levine and I chatted about revenue growth, managing claims, and getting paid as an ophthalmology practice. 

Elise is the Chief Experience Officer for Eye Med Management Solutions and if you care about revenue in your clinic (like, duh!) then you'll want to give this one a listen! 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com. 

Conta...

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Ryan and I chatted about
- Optimizing your patient feedback
- The ONE simple thing that can improve patient experience
- How to change a bad patient review
- And more! 

Contact Ryan at ryan@satisfiedpatient.com. 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com. 

Contact me directly at mike@seasoned-advice.com 

Get...

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Neer Patel is an expert in direct care's benefits for you, your family, your staff -- and your providers. We discussed

Get in touch with Neer at https://virtuousbenefits.care/ or https://directmed.care/ 

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This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain...

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Erich Mattei and I spoke extensively about two distinct, but similar, paths to practice ownership in eye care: the cold-start model and the buy/acquire model. Erich's knowledge in helping clinicians to build businesses really shined through. We spoke about

To learn more about Erich's work, find him at akrinos.com or on LinkedIn here - https://www.linkedin.com/in...

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Had an incredibly stimulating conversation with Philip Isham. Philip is a consultant to ophthalmology practices and he has an immense background of experience in healthcare leadership. We touched on:

You can get in touch with Philip through LinkedIn here - https://www.linkedin.com/in/philipisham/ 

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Patrick and I covered the topic of burnout and stress at work in healthcare. He provided actionable tips to help you manage your own stress and the stress of your team:

- How to reclaim yourself during stress
- How to create psychological safety on your team 
- The shocking connection between mind and body 
- And more! 

Learn more about Patrick and take his burnout quiz at myburnouttest.com 

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This episode is brought to you by Seasoned Advice HR, wher...