WHAT’S INSIDE 2022 RESULTS ARE IN!

HEARING AID GIVEAWAY PAGE 08

FUTURE APPOINTMENT CONTEST PAGE 16

HAPPY NEW YEAR!

Best wishes to you and your family in the coming year.

Join us in celebrating

Livingston’s 70

th

ANNIVERSARY! PAGE 02

2023 Q1 ALL TEAM MEMBER

TOWN HALL

NEWS FOR ALL OF TEAM LIVINGSTON!

WEDNESDAY, FEBRUARY 1 1 PM - 2 PM (CST) | 12 PM - 1 PM (MST)

Save the date! Block your schedule in Sycle.

Livingston’s 70th

ANNIVERSARY!

GET READY FOR

TINNITUS

Expect a box full of celebratory goodies!

AWARENESS WEEK MON, FEB 6 - FRI, FEB 10 Help educate patients about the symptoms of tinnitus and how it can affect their lives.

NEW RESOURCES COMING SOON! CELEBRATING

Celebrations start Wednesday, March 1st!

INFECTION

CONTROL

TRAINING LIVINGSTON GLOBAL | 02

Webinar with details

70 YEARS

SPRING TBNS EVENT FRI DAY, MAY 2 6

COMING SOON!

This training is MANDATORY for new team members. Category 2 team member must complete this training annually.

Not sure if you need to take the course? You’ll receive an email notification if you need training.

Category 2 Team Members: Clinical Audiologists, Dispensing Audiologists, Hearing Instrument Specialists, or Clinical Supervisors

We’re now working with a Learning Management System (LMS) within Paylocity! This will help us get you the information needed to stay up-to-date at Livingston.

Find training that’s assigned to you on the self service page in Paylocity under

Tasks To Complete

TAX DAY

is Tuesday, April 18th JAN 1 Sunday

New Year’s Day

JAN 30 Monday

Future Appointment Contest Starts

FEB 1 Wednesday

Town Hall Meeting

FEB 6-10 Mon-Fri

Tinnitus Awareness Week

FEB 14 Tuesday

Valentine’s Day

MAR 1 Wednesday

Livingston's 70th Anniversary Celebration

MAR 3 Friday

World Hearing Day

MAR 6 Monday

Future Appointment Contest Ends

MAR 8 Wednesday

International Women’s Day

MAR 17 Friday

St. Patrick’s Day

APR 9 Sunday

Easter

APR 18 Tuesday

Tax Day

JAN 1

Holiday Office ClosureSunday Contest

JANUAR Y - JUNE

Signature Value

New Year’s Day

Th

Fr FEBSa6-10

1

2

4 3 to Friday

7

8

9

FEB 14 11 10Tuesday

14

15

16

21

22

23

Tu

Future Appointment Contest Starts

1

2

3

8

9

10

11

12

13

14

5

6

FEB 1 Wednesday

Town Hall Meeting

15

16

17

18

19

20

21

12

13

23

24

25

27

28

19

20

Tinnitus Awareness Week

22

26

FEB 6-10 Monday to Friday

30

31

26

27

28

29

FEB 14 Tuesday

Valentine’s Day

MAR 1 Wednesday

Livingston's 70th Anniversary Celebration

MAR 3 Friday

World Hearing Day

JAN 30 Monday

7

6

5

4

Monday

17

18

24

25

Valentine’s Day

MAR 1 Wednesday

World Hearing

MAR 6 Monday

Future Appointment Contest Ends

MAR 8 Wednesday

International Women’s Day

MAR 17 Friday

St. Patrick’s Day

APR 9 Sunday

Easter

Tu

Mo

We

Th

1

2

Mo

Su

Sa

Fr

4

3

MAR 17

6Friday7

8 St. Patrick’s Day

14 13 APR

15

6

7

8

9

10

11

2

3

4

5

14

15

16

17

18

9

10

12

13

11

12

21

22

23

24

25

16

17

19

20

18

19

27

28

29

30

31

23

24

25

18 27 28 26 Tuesday

26

9 Sunday

20

Th

Fr

Sa

4

5

6

7

9

11

12

Mo

APR 18 Tuesday

Tax Day

MAY 1 Monday

Better Hearing Month

MAY 26 Friday

Spring TBNS Event

MAY 29 Monday

Memorial Day

Tu

We

1

2

3

5

4

Sa

Su

MAY 1 Monday

Mo

MAY 26

Th WeFriday

Tu

1

6

MAY 29 Monday 8

7

Month

10 al Day 9 Memori

8

9

10

11

12

13

4

5

6

18

19

20

11

12

13

16

16

17

15

15

25

26

27

18

19

23

24

22

23

21

22

20

21

25

26

28

30

30

31

29

29

27

28

14 *Pleas e note,

8

9

21

10

12

11

13

14

15

16

17

18

29

30

31

20

21

22

23

24

25

27

28

28

19 26

MARCH Mo

Tu

We

Th

Fr

APRIL

Sa

Su

Mo

Tu

5

6

7

8

9

10

11

13

2

14

3

15

4

16

5

17

6

7

20

9

8

19

18

21

10

22

11

23

12

13

14

15

26

27

28

17

29

18

19

20

21

22

24

25

26

27

28

29

2

3

30

We

4

24

Mo

Tu

We

Th

25

Th

Fr

Sa 1

16

31

Fr

23

Sa

JUNE Su

Mo

7

8

2

9

3

10

4

11

5

Tu

6

We

Th

Fr

1

2

Sa 3

12

14

13

15

4

16

5

17

6

18

7

19

8

20

9

22

11

10

21

23

12

24

13

25

14

26

15

16

17

28

29

30

19

31

20

21

22

23

24

26

27

28

29

30

certain events

are subject to

27

18

25

17

the date(s) of 24

4

7

20 27

30

Better Hearing

7

Sa

3

6

19 26

MAY

Sa Fr Spring TBNS Event 3 2

14

Fr

2

5

18 25

12

Su

29 Tax Day

JUNE

Fr

Th

Th

1

14

17 24

1

30

MAY

Mo

We

13

16 23

EVENT CALENDAR Su

Tu

15

Easter 22

21

APR

10

FEBRUARY

Su

22

Su

Future Appoint ment Contest Ends

Sa Internat ional Wednesday Women’s Day 1

5

We

3

1

MAR 6 Monday

Su

Tu

2

Day

Fr8 Th MAR

We

Mo

1

Livingston's 70th Anniversary Celebra tion

MAR 3 Friday

Tu

JANUARY

Su

8

Town Hall Meeting Tinnitus Awaren

ess Week

APRIL

MARCH

of certain *Please note, the date(s)

&

We

Tu

Mo

Special Event

Future Appoint ment Contest Starts

FEB 1 Wednesday

FEBRUARY Mo

Su

Sa

Fr

Th

We

Su

USE ONLY

Pay Date Holiday Office Closure Contest

ARY - JUNE

New Year’s Day

JAN 30 Monday

Special Event

JANUARY JAN 1 Sunday

e

Pay Date

2023 EVENT CALENDAR

FOR INTERNAL

2023 EVENT CALENDAR JANU

Signature Valu

FOR INTERNAL USE ONLY

change. REV 011123

REV 011123

events are subject to

change.

Let us surprise you with delightful treats!

SURPRISE ME!

PIZZA

COFFEE

COOKIE

DONUT

Let us know which treats you prefer! 03 | LIVINGSTON GLOBAL

When your office has a contest, ask your patients to VOTE! That’s the BEST thing you can do to increase the vote count! You have hundreds of happy patients and if they only knew about the contest, they’d vote.

When the voting phase begins, we’ll send your office a voting package with a flier, banner and poster. Hang the banner somewhere patients will see it!

BEST OF

C NTESTS We’re the best and we want everyone to know it! Vote for your office and others! UPCOMING

AMARILLO

UPCOMING

ARIZONA

UPCOMING

BROWNWOOD

UPCOMING

LAS CRUCES

UPCOMING

PARIS

Vote on LhacPro!

CONGRATS TO ALL OUR WINNERS!

VOTE

G BEST HEARIN CENTER

It's easy to d o!

ck Best of Lubbo contests and online.com/ Go to lubbock

Scan QR Code

grab a flyer fro m

ay!

select Vote Tod

You can only

n as Vote Livingsto

Best Hearing

*The first time

you vote,

Select Beauty

2

Scroll to Best

3

Click Livingsto

er Hearing Cent n Hearing Aid

email it does require

address, name,

DOB, phone

or the front desk

email address so

make it coun t!

Livingston HEA RING The Best Hear AID CENTER ing Center

Center

& Health

1

vote once per

Center

s to submit a

number, addres

vote.

r support! Thanks for you

Vote for us eac

h day betwee

n August 2-1

6

*It does requ

ire an email addr ess to subm

It’s easy fo patients tor vote this w ay!

it a vote.

Print the flier with the QR code link and keep copies in the clinician’s office and front desk. LIVINGSTON GLOBAL | 04

VIEW FLIPBOOK Let’s defend our titles by BEING THE BEST and asking for votes!

A MESSAGE FROM

RICHARD During our interactions with our patients, we have the opportunity to serve better than anyone and enrich life through better hearing. In 2022, we did just that. We saw over 64,000 unique patients, saved over 6,000 current patients from leaving our practice, and MOST IMPORTANTLY - we increased our future appointment rate by 9%! It may seem like a small increase but it truly is the MOST IMPORTANT THING (MIT)-- because in order to live into our MISSION to serve better than anyone and achieve our PURPOSE to enrich life through better hearing – we must create relationships with our patients and these relationships require in-person contact. This year, in 2023, we will celebrate 70 years of enriching life through better hearing...70 years of service! So how do we maintain endurance to continue to serve better than anyone? Well, you see, I am a huge sports fan and I can’t help but find parallels between sports and what we do every day. One thing that is true about sports, no matter what you know about them, is that the rules are different depending on what game you’re playing. If you want to be the best at football, you gotta know the rules in order to play to your full potential. If you want to be the best at basketball, well, same thing...you have to know the rules. Well, I want to be the best at service and I want to be the best for the long haul. So the question is, what are the rules so we can play the service game to our full potential? In the mid-1980s, America made a turn in its economic history. We moved from producing things to delivering and providing services for things. Today, the US is the largest service provider in the world. Six out of seven Americans work in service. We either provide a direct service to someone or we serve someone else that serves someone. Every one of us on Team Livingston plays the game of service in one way or another every day. If you are a part 05 | LIVINGSTON GLOBAL

of a shared service team like IT, operations, marketing, HR or some other support team, you serve the team members in our organization that serve patients. But every one of us on this team serves someone. So if we want to be the best, let’s learn what the unique characteristics of service (rules) are so we can play the game better than anyone.

The first characteristic of service (no matter the industry) is that nothing happens until someone called a customer, or in our industry- a patient, raises their hand and says, “I need something.” These are the people that pay us directly and who we serve. At Livingston, we invest millions of dollars every year to find patients and keep patients. Every initiative we introduce or participate in ties to some aspect of getting and keeping patients in our practices. It’s why processes like using the phone script and programs like the LivingstonTrue Signature Value are so important. Processes like these are how we play the game of service. We have to have patients in order to serve and all of our processes are designed to find and keep patients.

The second characteristic is this: service, when produced, is delivered on the spot. You can’t “warehouse” service. You can’t take service and put it in a warehouse and then save it up for when a customer arrives and says, “I need something,” then head over to the warehouse and grab service off the shelf. Service is not a tangible product that can be prepared for delivery. So, that means we have to prepare ourselves to “serve it up” despite the circumstances that surround us. A critical component to preparedness is our state of mind. I have found that we all have to be in the right state of mind to effectively play the game of service. We have to take intentional steps to be prepared to deliver service on the spot and deliver it well. We have to make the effort to pour into personal and professional development so that we can upskill ourselves and serve better than anyone. We MUST be prepared to serve well.

LIVINGSTON GLOBAL | 06

The third characteristic is that service is in the eyes of whoever receives it. That means service can be a very subjective thing. With this in mind—- how does one evaluate or gauge a service encounter? You gauge it by what is experienced by the person receiving the service. It turns out that the outcome is very personal and it often depends on expectations. Every time we walk into a place of business or go online to buy a product, we have certain expectations and when those expectations are met we typically say, “hey, that went well. I feel good about my experience.” But if those expectations aren’t met we leave feeling like things did not go well and we do not feel good about our experience. This is why the Livingston Experience is so critical to playing this game well. The Livingston Experience is achieved when our beliefs and values can be seen through our actions towards our patients and team members. We must be very intentional with our words and actions when we interact with patients. When we interact with patients… Everything Matters!

The fourth characteristic is that service requires recovery. In industries where the workforce is made up of physical laborers like welders, machinists or mechanics, their jobs require that they do a lot of bending, stooping and lifting. When a person bends and lifts and stoops over a period of 30 or 40 years, what starts to wear out? Their back, hips, knees and joints. If they don’t take care of their bodies they will wreck them. Well, if I am a really good service provider, one of the key skills I have is the ability to connect with people. Lots of people. It’s often referred to as having “people skills.” Now here comes a profound statement... get ready... here it comes- people are different. I’ve blown your mind, right? If you get nothing else from this, you need “to get” that people are different. If you’re serving different people and adjusting to different people all day, there is a good chance at the end of the day you’re completely worn out. The mental toll of working with so many different personalities can be overwhelming. I wouldn’t be surprised if there were days where you walk out to your car and put the key in the ignition and you say something to yourself

like, “if I have to deal with even one more person I think I am going to scream!” Why do people feel that way? According to Dr. Stephen Covey, the author of “The Seven Habits of Highly Effective People,” we each have an emotional bank account. With every interaction we have with someone we have the opportunity to fill up the emotional bank account or make a withdrawal. When you are playing the service game, people come to get something from you. In most cases, they are coming to make a withdrawal from your emotional bank account. Additionally, at Livingston, we want every Team Member’s actions to be S.U.N.E.E (Smile, Use names, Nice tone, Eye contact, Enunciate) with patients and other Team Members. At the end of a long day where patients have made withdrawal after withdrawal, after withdrawal, how can you be S.U.N.E.E when your emotional bank account is at zero? Well, it is difficult. It takes intentional effort, which is another way to say actual work to manage your emotions. This type of work is difficult. In other jobs, hard work might be associated with physical labor. In our profession, the work is called emotional labor. Physical labor can be difficult but as you all know so can emotional labor. So how should you deal with it? How do you lead and serve better than anyone for decades? Well, you need to recover. Recovery becomes very important when you are attempting to manage the toll that emotional labor has on you when you’re playing the service game. The first step is to understand when you are feeling overwhelmed, exhausted or frustrated. It may be more difficult to smile. You may begin to talk faster or your tone might change. There is a chance emotional exhaustion might lead to an anxious feeling. The second step is understanding where these feelings are coming from. These symptoms are all the result of having an empty emotional bank account due to the game we are playing.

argument that masking your feelings is great but coping mechanisms like drugs and alcohol never work over the long term. One of the absolute best and proven ways to fill your emotional cup is exercise. It turns out that getting out there and doing something physical is wonderful for cleaning the slate. Another interesting method utilized in recovery (filling your emotional tank) is friendship. Friendship is powerful. When you spend time with a close friend or mentor you get filled up. Just having a person to listen to and talk to can really make a difference. Interactions with friends lead to you walking away stronger and more confident because friends make deposits into your emotional bank account. I am not saying that working out and having friends are the only ways to deal with empty emotional bank accounts. There are many other ways to recover but these are the two I wanted to mention to you at this time. Our goal should be to better understand emotional labor and work to be intentional in our recovery. We are all playing the same game. The game of serving better than anyone can be draining but we can develop methods to recover. I am thrilled to have the opportunity in 2023 to serve our patients better than anyone. I am confident in our ability to strive everyday to work hard to be the very best. The best way to accomplish this is to lean on and utilize proven processes that we know attract and keep patients. Our goal needs to be to deliver incredible service on the spot despite our circumstances. We can do this by living out the Livingston Experience. The Livingston Experience allows us to achieve our purpose as an organization – to enrich life through better hearing! Wouldn’t it be cool if we could do it for another 70 years? Yes!

Go Team Livingston!

Next, what intentional actions can you take to fill your emotional bank account? How can you make deposits into your emotional bank account? There are many ways to deal with an empty emotional bank account. You could try to mask how you feel with alcohol or drugs, but those are self-destructive. Someone might make the 07 | LIVINGSTON GLOBAL

2022 YEAR-END REVIEW

TESTED BUT NOT SOLD

(TBNS) OVERVIEW 1,000

1,010

1,027 984

OUR GOAL

1,714 OUR TOTAL

2,037

800

323

OVER GOAL!

730

SPRING

600

400

200

APPTS

666

UNITS

1,010

FALL

0

SPRING

FALL

Future Appointment Rate

9% Increase

We increased our future appointment rate from 67% in 2021 to 76% in 2022!

APPTS

664

UNITS

1,027

We reached our goal!

6,188

PATIENTS SAVED!

*

Team Member

Units Sold

Andrea Nava

79

Cody English

61

Ivan Terry

58

Brad Sutton

47

Nancy Norman

42

TJ Nava

34

Kayla Wiedebusch

33

Mark Davidson

33

Amanda Vasquez

30

Michael Vinson

29

VIEW LEADERBOARD

PATIENT STATS

*From Leaking, Lost and Gone patients.

WE HAD A HEARING AID GIVEAWAY IN 2022!

Congrats Dora! LIVINGSTON GLOBAL | 08

VIEW THE INTERVIEW

The Livingston Plan

STRATEGIC FRAMEWORK 2023 Q1 ALL TEAM MEMBER

Coming soon!

TOWN HALL WEDNESDAY, FEBRUARY 1 1 PM - 2 PM (CST) | 12 PM - 1 PM (MST)

In our upcoming Town Hall, we’ll learn more about Livingston’s plans for the future.

PEOPLE TEAM

THE 4 PILLARS OF BUSINESS GROWTH SERVICE QUALITY PATIENTS

TEAM & PATIENTS

TEAM & PATIENTS

STRATEGIC ASPIRATION Ensure a lasting organization though sustainable, patient focused growth.

ENTERPRISE STRATEGIES How we achieve our strategic aspiration PEOPLE

SERVICE PATIENTS

TEAM & PATIENTS

TEAM & PATIENTS

Develop and retain high performing teams

Drive best in class patient experience

Master the basics

Grow our revenue

Invest in people, management and organizational structure for results.

Cultivate and maintain patient relationships.

Master basic principles and operations to build a foundation for our future.

Balance mission and margin.

TEAM

QUALITY

GROWTH

09 | LIVINGSTON GLOBAL

CHEERS TO THE

NEW YEAR Enroll in Livingston's Principal 401(k) plan! It is never too early to save for your future. Have summer travel plans? Enter your time-off requests as soon as possible! Make sure your personal information is updated in your Paylocity account. Schedule 2023 Payroll [email protected] Signature Value

Questions? Email

Number of Days in Period

Pay Period

Process Date

2023 Payroll Sche dule @LHAC.

Pay Date

Signature Value

Questions? Email NOlguin

Dec 29 - Jan 10

9

Jan 11

Jan 13

Jan 11 -Jan 26

12

Jan 27

Jan 31

Jan 27 - Feb 12

11

Feb 13

Feb 15

Feb 13 - Feb 23

9

Feb 24

Feb 28

Feb 24 - Mar 12

11

Mar 13

Mar 15

Jan 11 -Jan 26

Mar 13 - Mar 28

12

Mar 29

Mar 31

Jan 27 - Feb 12

Mar 29 - Apr 11

10

Apr 12

Apr 14

Feb 13 - Feb

23

Apr 12 - Apr 25

10

Apr 26

Apr 28

Feb 24 - Mar

12

Apr 26 - May 10

11

May 11

May 15

May 11 - May 25

11

May 26

May 31

May 26 - Jun 12

12

Jun 13

Jun 15

Jun 13 - Jun 27

11

Jun 28

Jun 30

Jun 28 - Jul 11

10

Pay Period

Dec 29 - Jan

Mar 13 - Mar

28

Mar 29 - Apr

11

10 25

Jul 14

May 11 - May

Jul 12- Jul 26

11

Jul 27

Jul 31

May 26 - Jun

Jul 27 - Aug 10

11

Aug 11

Aug 15

Jun 13 - Jun 27

Aug 11 - Aug 28

12

Aug 29

Aug 31

Aug 29 - Sep 12

11

Sep 13

Sep 15

Sep 13 - Sep 26

10

Sep 27

Sep 29

Sep 27 - Oct 10

10

Oct 11

Oct 13

Oct 11 - Oct 26

12

Oct 27

Oct 31

Oct 27 - Nov 12

11

Nov 13

Nov 15

Sep 13 - Sep

26

Nov 13 - Nov 27

11

Nov 28

Nov 30

Sep 27 - Oct

10

Nov 28 - Dec 12

11

Dec 13

Dec 15

Oct 11 - Oct

Dec 13 - Dec 26

10

Dec 27

Dec 29

Dec 27 - Jan 10

11

Jan 11

Jan 15

Jul 12

10

9

11 11

Jun 28 - Jul 11

10

Jul 12- Jul 26

11

Jul 27 - Aug 10 28

Aug 29 - Sep

12

26

Oct 27 - Nov

12

Nov 13 - Nov

27

Nov 28 - Dec

12

REV 121622

Dec 13 - Dec Dec 27 - Jan

26

10

11 12 11 10 10 12 11 11 11 10 11

Feb 28

Mar 13

12

Mar 15

Mar 29

10

12

Jan 13 Jan 31 Feb 15

Feb 24

Mar 31

Apr 12

10

11

Pay Date

Jan 11 Jan 27 Feb 13

11

12

Aug 11 - Aug

Process Date

9 12 11

Apr 12 - Apr 25 Apr 26 - May

com

Number of Days in Period

Apr 26 May 11 May 26 Jun 13 Jun 28 Jul 12 Jul 27 Aug 11 Aug 29 Sep 13 Sep 27 Oct 11 Oct 27 Nov 13 Nov 28 Dec 13 Dec 27 Jan 11

Apr 14 Apr 28 May 15 May 31 Jun 15 Jun 30 Jul 14 Jul 31 Aug 15 Aug 31 Sep 15 Sep 29 Oct 13 Oct 31 Nov 15 Nov 30 Dec 15 Dec 29 Jan 15 REV 121622

2023 PAYROLL SCHEDULE 2022 W2s

Available in Paylocity now! LIVINGSTON GLOBAL | 10

WITH CO-WORKERS

VIEW PHOTO BOOK

VIEW PHOTO BOOK 11 | LIVINGSTON GLOBAL

SOCIAL MEDIA

SPOTLIGHT FOLLOWER COUNT

10,773

& VIDEO CONTEST

1,072

we received over 15 entries!0

684 935 389,999 4.9

1,146

4.8

5,051

REVIEWS

REVIEWS

TEXT

CONGRATULATIONS Blake LaRue and Ashley Vermillion

CONGRATULATIONS Amanda Edwards

CONGRATULATIONS Bradley Zoshak

CONGRATULATIONS Jackson Herd

3,009 REVIEWS

FOLLOW US

and LIKE our posts!

SOCIAL MEDIA | 12

Check out the winning entries! PHOTO

LET’S GET

SOCIAL! The social media box has all the tools you’ll need to snag the best content! Whether it’s photos around the office, patient testimonials, or earwax videos, you’ll be ready.

TYLER TEAM

VIDEO

IN SELECT OFFICES NOW!

MINERAL WELLS TEAM

Special thanks to everyone who submitted a photo or video!

REQUEST A BOX

13 | SOCIAL MEDIA

over 4,500 5-star surveys!

SURVEY SAYS!

Online reviews combined with satisfaction surveys help us build a solid picture of how we’re serving our customers and ensure that we’re serving better than anyone.

GOOGLE REVIEWS Why do we want Google Reviews?

1

2

3

4

Increase brand trust

Increase online exposure and local SEO*

Feedback loop and customer intelligence

Improve click-through rates to our website

*Search Engine Optimization is the process of improving the quality and quantity of website traffic to a website from search engines. SEO targets unpaid traffic rather than direct or paid traffic. According to Moz, roughly 9% of Google’s entire search algorithm is driven by review signals like the ones you’ll find on a business’ Google reviews. These signals are focused around review quantity, velocity, and diversity.

We’ve sent Google Review invitations to patients for over 2 years through the use of an online texting service hosted by Podium. Before we started inviting patients to review us, we had 756 Google reviews and a star rating of 4.5

Since we’ve been using Podium, we’ve received over 4,295 reviews and have a star rating of 4.8

4.5

4.8

SEE WHERE YOU STAND

GOOGLE REVIEW INVITE APPOINTMENT TYPES: Delivery

Repair Delivery

HH&W Annual Workup

VA Delivery

HH&W Value Inspection

VA Signature Service

SEE LOCAL COMPETITORS

PCCs: Please complete appointments as soon as the patient leaves! This is very important in order for these invitations to be sent out in a timely manner.

SOCIAL MEDIA | 14

SATISFACTION SURVEYS

CSAT SURVEY

APPOINTMENT TYPES Delivery HH&W Annual Workup

In 2022, we launched a Customer Satisfaction Survey (CSAT) via text in response to our S.U.N.E.E initiative. CSATs measure short-term customer satisfaction with their experience.

HH&W Value Inspection Repair Delivery VA Delivery VA Signature Service

WE ASK THIS QUESTION:

Thanks for choosing Livingston Hearing Aid Center. On a scale of 1-5, how was your experience today? (1=Poor, 5=Excellent)

Hearing Consultation (New & Current Pt) VA Delivery Follow Up VA Consultation

Why do we want CSAT Results?

1

2

3

4

We’ll have data that reflects how customers are feeling satisfied (or dissatisfied) with the experiences we create.

If the CSAT score could be higher, we’ll know where we can make improvements.

If the score is good, we’ll use it in our marketing materials to promote ourselves and show how we stand out from our competitors.

If we know where customers are having issues, we can resolve pain points before losing customer loyalty.

According to 2020 ACSI* data, if you’re scoring over 80%, you’re doing really well.

Livingston’s

CSAT SCORE

*The American Customer Satisfaction Index (ACSI) measures average CSAT scores across 10 different industries.

99

%

SEE YOUR OFFICE’S RESULTS

Net Promoter Score (NPS) is more of a long-term indication of customer loyalty and overall brand sentiment. NPS is often held up as the gold standard customer experience metric.

Over the next 3 months, we’ll send NPS Surveys to randomly selected patients to gather feedback on overall patient loyalty. WE ASK THIS QUESTION:

How likely is it that you would recommend Livingston Hearing Aid Center to a friend or colleague? (0=Not Likely, 10=Extremely Likely)

NPS SURVEY

APPOINTMENT TYPES

Delivery

VA Delivery

Hearing Consultation (New & Current Pt)

HH&W Annual Workup

HH&W Value Inspection

VA Signature Service

VA Consultation

VA Delivery Follow Up

Repair Delivery

Promoters (9-10)

Passives (4-8)

Detractors (0-3)

These are typically loyal and enthusiastic customers.

These are unhappy They are satisfied with your customers who are unlikely to service but not happy enough buy from you again, and may to be considered promoters. even discourage others from buying from you.

These surveys, combined with online Google reviews, will help us drive best in class customer service throughout the year!

STARTING SOON!

15 | SOCIAL MEDIA

Practice Care

CORNER

NEWS FOR THE PRACTICE CARE TEAM!

THE MOST IMPORTANT THING!

FUTURE

NEW

BATTERY INVENTORY

APPOINTMENT

CONTEST

The new system along with a Learning Module in Paylocity is now available!

In this new system you can expect:

January 30th - March 6th

Separate inventories for clinics and service centers

How do you win?

Live data for battery sales and battery orders

Before patients leave the office,

book the next appointment! The office with the highest percentage, (not highest total) of booked appointments will win.

PRACTICE CARE

BATTERY

The percentage is taken from all completed appointments in February for each office.

INVENTORY

John Doe

2022

On-Demand

10:30 - 11:30 HH&W Value Inspection Suezanna Arp

Battery Inventory Training 2022

Login to Paylocity and view the Battery Inventory module.

John Doe OR

BOOK ME!

10:30 - 11:30 HH&W Annual Workup Suezanna Arp

BOOK ME!

Contest winners will receive a

FUN PRIZE!!

LOGIN TO PAYLOCITY

PCCS: HAVE AN OUT OF OFFICE EMERGENCY? Contact your region’s team lead! Jolene Carlson Region 1

Amara Guzman Region 2

Kristen Kubiak Region 3

Laura Kartey Region 4

(805) 407-0441

(806) 445-5704

(936) 348-4403

(469) 552-4208

Amanda Stokes Judith Terrazas Region 5 Region 6 (903) 504-7075

OFFICE LISTING SORTED BY REGION PRACTICE CARE CORNER | 16

(505) 690-6444

2022 was a year of positive change and alignment as we reorganized our infrastructure to match our size and lead Practice Care in a direction focused on our core values of Attitude, Service, and Development. As we enter 2023, we will continue to mature our feedback culture. Performance PLUS The Livingston Experience equals success. That is why this year, Practice Care Coordinators will be provided with accurate and helpful feedback presented in a personal supportive way where we can celebrate the wins and provide development opportunities.

In order to do this, we will be launching an updated interactive page on LHACpro that will replace the previously used PCC Dashboard. This updated page will give you access to the things you need to accurately complete your daily work, all in one place. We will be providing you with feedback, expectations and updates on performance for things like phone scripts and scheduling the next appointment during regularly scheduled coaching sessions with your team leader. This will be a time to provide each of you with support outside of the interactive task page, in the spirit of helpfulness. Throughout the process we want to ensure that we keep open communication so we will continue to seek out your feedback through surveys and 1-on-1 feedback sessions.

A MESSAGE FROM

JERIN Questions? Email Jerin Tyler [email protected] Extension: 1105

Because we are redesigning the measures of success for Practice Care and refining our metrics and the way we talk about them, I have decided to pause the annual PCC awards. I am new to this team, but I value each one of you and I am thankful to be on a team with such amazing people. I know that change, in any measure, can be uncomfortable or even scary at times, but I can assure you everything we are doing within Practice Care is with your best interest in mind and for you to be able to serve better than anyone. Brene Brown, an American professor, lecturer, author, and podcast host known for her research on shame, vulnerability, and leadership, says that in the absence of data, all people have a tendency to make up stories because humans are hardwired for meaning-making. We can’t stop ourselves from filling in the gaps with something negative, but at Livingston we can create a culture where this team feels safe asking for help in reality-checking stories. Is there a story you want to check out with me? If so, I want each of you to know that I am available to answer any questions you have about the ongoing development within our team. There is so much good going on within Practice Care and I can’t wait to keep serving better than anyone alongside you!

17 | PRACTICE CARE CORNER

Insurance

CORNER

NEWS FROM THE INSURANCE TEAM!

THIRD PARTY ADMINISTRATORS

GWEN RAMIREZ [email protected] Join us in celebrating her new role as

VIEW VIDEO

MANAGED CARE ADMINISTRATOR e Signature Valu

hart TPA Process Flowc Signature Value CHECK-OUT

REFERRAL

LEAD VA & TPA TEAMS

STREAMLINING PROCESSES

FACILITATE COLLABORATION

a Team will send The Insurance t with the Patien Referral Email and a Price List. Information t to contact the patiennt. The PCC will Appointme Exam an ule sched le an the TPA will schedu on. *In some cases directly with Livingst appointment

CHECK-IN verify the TPA The PCC will referral. documents and

TPA Process Flowchart and services in Sycle

add

for selling g aids use code V5010 due for the hearin will The PCC will The payment nce Line.AL . Then, the PCC InsuraREFERR the Due from by phone or onlineh E-Docs and PAR. ed by the TPA CHECK-OUT st throug will be obtain ization Reque The Insurance uthor Team will send a submit a Pre-A Referral Email with the Patient The PCC will use code V5010 for selling services Information and a Price in Sycle and add the Due from Insurance List. Line. The payment due for the hearing aids will be obtained by the The PCC will contact the TPA by phone or online. patient Then, the PCC will submit a Pre-Authorization schedule an Exam Appointm to H Request through E-Docs AUT ent. PREand PAR. EVALUATION *In some cases the TPA will schedule an appointment directly with submit Livingston. lete nce Team will comp Insura will The an the The Clinici ization to make a the Pre-Author Approval for the testing and ssing. to the TPA for proce edEVALUATION recommendation t st should be receiv patien reque the the patient. Then, PRE-AUTH business days. to check-out between 7-10 The Clinician will complete will be taken the testing and make with the PCC. be emailed the a The Insurance Team will The office will TPA ndation to recomme CHECK-IN submit the (including the the Pre-Authorization fill out the TPA approval email patient. on). Then, the patient to the entati Clinicians will ing an TPA for processing. Approval required fit docum will be taken to check-out documents includ of Sale. for the request should be Bill with the PCC. received Order Form andThe PCC between 7-10 business will verify the TPA days. documents and referral. Clinicians will fill out the TPA The office will be emailed documents including the an approval email (including Order Form and Bill of the TPA Sale. required fit documentation). ING ORDER & FITT

g aids will be BTE/RIC hearin the office. ly to shipped direct ing information Gold Billing and Shipp aids should be in Livingston’s BILLING g t as outlined for Custom hearin fit the patien Hearing Aid TPA included on the ear Standard of Care. sent with the The Clinician will fit the Order Form and manufacturer. patient services in Sycle as outlined to V5011 for selling impression(s)in Livingston’s Gold will submit will use code Standard of Care. Line. The PCC Then, the PCC t the from Insurance ule the patien PAR (including sched and s will E-Doc and add the Due PCC The e) ments through the hearing aids ng Aid Invoic Then, the PCC will use code V5011Fittin g onceservices for selling the Billing Docu Confirmation and Heari for Sycle and in in add Sycle the them g Due from Insurance Line.ed and add signed Fittin are receiv The PCC will the Billing Documents button. submit Equipment through E-Docs AddPAR using theand (including the signed Fitting Confirmation and Hearing Aid Invoice)

BILLING

will The Clinician

The PCC will schedule the patient for Fitting once the hearing aids are received and add them in Sycle using the Add Equipmen t button.

CHECK-OUT Period begin their Trial Team will The patient will The Insurance from the Fit Date. leted document to the submit the comp services. ursement of TPA for reimb

FINALIZE FRIDAY emails return in 2023! VIEW EMAILS INSURANCE CORNER | 18

ORDER & FITTING BTE/RIC hearing aids will be shipped directly to the office. Billing and Shipping informatio n for Custom hearing aids should included on the TPA Hearing be Aid Order Form and sent with the ear impression(s) to manufact urer.

CHECK-OUT The patient will begin their Trial Period from the Fit Date. The Insurance Team will submit the complete d document to the TPA for reimbursement of services. REV 111622

VIEW THE FLOWCHART REV 111622

QUESTIONS?

Insurance Team: [email protected]

What is a Third Party Administrator (TPA)?

Login to Paylocity and view the TPA Modules. LOGIN TO PAYLOCITY

TPAs (also known as Managed-Care Programs) are companies that are contracted with (or owned by) insurance companies. They’re an intermediary who manages the hearing and hearing aid component of patients' insurance benefits. They negotiate discounts, coverage, and benefits for insurance companies.

START Hearing

TRU Hearing

Hearing Care Amplifon Solutions

Special thanks to Livingston’s

INSURANCE TEAM

TPAs & Livingston: A General Overview

United Healthcare Hearing

thank for yousr hard wor on tPAs! k

TPAs & Livingston: Key Details

TPA Clinician Information: Module Three 19 |INSURANCE CORNER

Clinical Care

FOR THE CORNER NEWS CLINCIAN TEAM!

Over the Counter Hearing Aids

TIPS FROM

WATCH NOW

1

Go to StarkeyPro.com

2

Select My Account

3

Click on My Starkey Contacts

HALEY Owen

HOW TO FIND YOUR

STARKEY REPRESENTATIVE

QUESTIONS? Email Haley Owen [email protected] Extension: 2008

CLINICIAN CORNER | 20

1

The faceplates for Evolv custom rechargeable devices are a set size.

They can’t be modified the same way that custom faceplates with batteries can.

A MESSAGE FROM

HUNTER Gerhart CUSTOM RECHARGEABLE

REFERENCE GUIDE

2

There must be enough room in the concha bowl and tragus/anti-tragus regions for all the parts of a custom rechargeable device to fit.

*See pictures below of impressions where there was NOT enough room to accommodate all rechargeable components.

“As you fit more rechargeable custom products, I’ve found that the concha bowl determines the success of the physical fit for rechargeable ITCs.” *Examples of impressions when there IS enough room to accommodate all rechargeable components.

3

Livingston 2023

CE MEETING FRIDAY, SEP 29 - SUNDAY, OCT 01

Location |Lubbock, Texas

If there isn’t enough room in the concha bowl to accommodate the rechargeable components, the alternative options are: A

B

C

Fit them with a custom rechargeable HS or ITE

Fit them with a Picasso ITC with battery

Fit them with rechargeable Evolv RICs

MORE INFO COMING SOON!

Not able to attend?

Email [email protected]

*Current dates are set for September 29th to October 1st but are subject to change. A member of leadership will confirm the official dates in Q3.

CE MEETING SURVEY 21 | CLINICIAN CORNER

HAPPY ANNIVERSARY JANUARY

FEBRUARY

MARCH

Amy Crew

1 Year

Cynthia Vang

1 Year

Ashalyn Wright

1 Year

Madison Hendrix

1 Year

Danielle Pina

1 Year

Robin Petraglia

1 Year

Sabrina Pena

1 Year

Jessica Pesina

1 Year

Stefanie Bell

1 Year

Julie Huff

1 Year

Amanda Edwards

1 Year

Leticia Rodriguez

1 Year

Averie Ross

1 Year

Marvin Lewis

2 Years

Katherine Bowman

2 Years

Audrey Marsh

1 Year

Macey Bonnette

2 Years

Lacee Jackson

2 Years

Gabby Sesmas

1 Year

Michael Young

4 Years

Jaelynn Rickwartz

3 Years

Hilary Ruiz-Roberts

1 Year

Linda Espinoza

6 Years

Carl Edwards

4 Years

Rachel Mendez

2 Years

Tiffany Thomas

6 Years

Ebony Griffin

6 Years

Gwendolyn Ramirez

3 Years

Laura Kartey

7 Years

Candace Watson

6 Years

Lesley Watson

4 Years

Caitlin Sheffield

8 Years

Irma Moye

6 Years

Darian Squyres

4 Years

Cindy Barrera

8 Years

Sara Mathews

8 Years

Shawna Thompson

4 Years

Leroy Moye

9 Years

Jose Velasco

8 Years

Brice Noonan

6 Years

Jim Carlson

9 Years

Kyle Durbin

8 Years

Jason Johnson

7 Years

Paul Tran

9 Years

Denise Daniels

8 Years

Mike Guthrie

9 Years

Shelly Rauscher

9 Years

Terra Bural

10 Years

Beverly Thering

17 Years

Patrick McCarty

25 Years

ANNIVERSARIES | 22

JOHN PAUL MACKIE

1 Year

JOY WASHINGTON

1 Year

DESTINY LAMBERT

1 Year

at Livingston

at Livingston

at Livingston

ASHLEIGH ALLEN

GINA COLLINS

CAITLYN GONZALEZ

1 Year

at Livingston

CELESTE YAZZIE

2 Years

at Livingston

1 Year

at Livingston

AMANDA STOKES

9 Years

at Livingston

2 Years

at Livingston

MICHAEL VINSON

12 Years

at Livingston

Send us your workiversary pictures!

HAPPY BIRTHDAY JANUARY

FEBRUARY

MARCH

Mikayla Pruitt

01/02

Hilary Ruiz-Roberts

02/04

Erick Townsend

03/01

Celeste Yazzie

01/02

Ashleigh Allen

02/05

Leslie Horsley

03/02

Priya Johnson

01/07

Katherine Levis

02/05

Eva Tyler

03/03

Melanie McQueen

01/07

Sarah Manfre

02/07

Josh Valdez

03/03

Averie Ross

01/07

Amanda Vasquez

02/09

Amy Beatty

03/04

John Laranang

01/09

Beverley Thering

02/10

Brandie Butler

03/04

Ivan Terry

01/13

Natasha Olguin

02/12

Whitney Carter

03/06

Neva Hinton

01/14

Marinda Davis

02/14

Kaylee Malacara

03/09

Nubia Rangel

01/14

Teresa Rees

02/19

Bryan Beatty

03/10

Adrian Hidalgo

01/15

Ashley Vermillion

02/22

Tom Agnes

03/14

Robin Petraglia

01/19

Kristen Hyatt

02/23

Sabrina Pena

03/20

Leroy Moye

01/23

Rachel Mendez

02/25

Sarah Vasquez

03/24

Katherine Bowman

01/24

Kenneth Lujan

02/25

Diana Ramirez

03/25

Alexa Munoz

01/24

Tiffany Thomas

02/27

Jill Rose

03/29

Mike Guthrie

01/27

John Martinez

03/29

Pasqual Armijo

01/29

Carl Edwards

01/31

& SUPRISE, IT TEAM! BIRTHDAYS | 24

AARON BAXTER

AUDREY MARSH

CONNOR LARD

JOSH VALDEZ

HAPPY BIRTHDAY ROHAN UPPONI

Congratulations

Tabbitha Martinez

on the birth of Crew Xander Lee Lancaster!

Born January 5, 2023 7.5lbs | 20 inches long

Congratulations

Congratulations

on the birth of Olivia Lynn!

on the birth of Astra Blaise Tyler

Chelssea Bratcher Born August 12,2022 7lbs 10.9oz | 19.5 inches long

Eva Tyler

Born November 14, 2022 7lbs 7oz | 21 inches long

Have some good news to share? SHARE A HAPPENING

SUPRISE,CUSTOMER CARE TEAM!

(Danielle Hughes, Darian Squyres, and Jessica Ruiz) and Jerin Tyler, Amara Guzman and Coutney Zarazua!

*Happenings can be anonymous and they can be work related or not!

C O N G R AT U LATION S

WINNERS “We work with so many amazing people here at Livingston. People who really take pride in what they do and how they help people. Hunter is truly one of the best people I have had the honor of working with. I have had a few really challenging cases that had to go to PEER to PEER review, and thanks to his diligence we have had favorable outcomes. Thank you Hunter for being amazing as always! I hope you know how appreciated you are.” - Teresa Rees

“Ashalyn consistently demonstrates a positive attitude and shows genuine concern for the patients in Garland. Patients compliment her all the time!” - Erick Townsend

“I am sparking Kendra for her attitude! Kendra provides support for each department at Livingston working on a wide variety of projects with many different personalities to work with; and always with a smile on her face. From corporate documents, videos, training collateral, marketing and so much more. I could go on and on about how valuable Kendra is to the LHAC team. Keep up the great work Kendra - you are a rockstar!” - Leslie Horsley

OCTOBER

Hunter Gerhart sparked by Teresa Rees Assistant Director of Audiology Richardson, Texas

NOVEMBER

Ashalyn Wright sparked by Erick Townsend Practice Care Coordinator Garland, Texas

DECEMBER

Kendra Lawson sparked by Leslie Horsley Graphic Design Coordinator Richardson, Texas

When someone is living into our core values:

Ignite a Spark!

Livingston Hearing Aid Center is a great company to go to for hearing aids. I was born with hearing loss but Livingston had my back. I will always use Livingston for my hearing issues. Great staff and knowledgeable in their field of business. I recommend them to everyone with hearing loss.

Friendly, knowledgeable and professional staff and did I mention the topic of technology? I’ve had several pair of hearing aids, but these are the best I’ve ever had. Thank you Livingston Hearing Aid Center.

Kristen F. | Roswell, New Mexico

Friendly and professional staff. Always available to answer questions. Always willing to help me as I learn to use these new hearing aids. I’m thankful for the time they are willing to commit to customer service. Pete L. | Nacogdoches, Texas

I visited Livingston Hearing for fitting of hearing devices. The service was outstanding! Everyone that works there is a complete professional. You can tell when people enjoy what they do. I’ll definitely be back.

Kristin Vinson, PCC

Cindy Gradel, HHA

Michael Vinson, BC-HIS

Dawn Granger, PCC

Ivan Terry, HIS

Nancy Norman, M.S.

Stefanie Bell, PCC

John Laranang, HIS

Tiffany Jackson, PCC

Practice Care Coordinator Waco, Texas

Practice Care Coordinator Roswell, New Mexico

Hearing Healthcare Assistant Board Certified in Hearing Waco, Texas Instrument Sciences Roswell, New Mexico

James C. | Nacogdoches, Texas

Bryon J. | Waco, Texas

Hands down great quality hearing healthcare and the best possible service by doctor and friendly staff. I felt nothing less but welcomed and accommodated.

Cheryl Athey, PCC

The Lewisville office is outstanding in every way! The team is kind and friendly, the office is clean and quiet, and John Laranang has superb insight, patience and willingness to spend enough time to fine tune my hearing aids as well as possible for complicated profound hearing loss. He is very careful to protect my remaining hearing level, and always makes positive, uplifting remarks. Every appointment is a pleasure, and I deeply appreciate his service for our country!

Practice Care Coordinator Waco, Texas

Clinical Audiologist Waco, Texas

State Licensed Hearing Instrument Specialist Lewisville, Texas

State Licensed Hearing Instrument Specialist Nacogdoches, Texas

Practice Care Coordinator Nacogdoches, Texas

Practice Care Coordinator Lewisville, Texas

L. | Lewisville, Texas Everyone was helpful and very pleasant! I would recommend this place to everyone who would be in need of hearing. Nancy Norman was fantastic and took the time to explain things to me, and the front desk ladies were super nice. Now I know why they were voted Number One Hearing Aid business in Waco, Texas. Thank You all!

for providing the LivingstonTRUE experience!

Sean H. | Lewisville, Texas Carol A. | Waco, Texas The clinicians and staff are friendly and encouraging with professionalism. Dr. Guthrie takes time to listen and give solutions to your needs. I have used Livingston Hearing for many years and I highly recommend them.

Hands down great quality hearing healthcare & the best possible service by doctor and friendly staff. I felt nothing less but welcomed and accommodated.

Woody S. | Hurst, Texas

Kristen F. | Roswell, New Mexico

Have a Happy Patient? SEND A REVIEW LINK

27 | SPARK & POSITIVE FEEDBACK

KRISTEN HYATT

PRACTICE CARE COORDINATOR

BROWNWOOD TEXAS What is your favorite song right now? Something in the Orange by Zach Bryan

When you’re not at work, you’re most likely...

What’s your favorite thing about working at Livingston? I have many favorite things about working at LHAC! I love the kindness of every co-worker- from the Insurance team, to the Marketing team, to other PCCs in other offices, to my home office. Everyone supports and helps one another and that’s probably my favorite thing. Previous jobs of mine have never had the type of support that we receive at LHAC!

Doing homework (I’m also in college full-time), spending time with my family, spoiling our dogs, or watching some version of a cooking show!

Fun fact! We’ve been friends since middle school!

What is the funniest thing that’s happened since working here? Probably Kayla’s attempts to “prank” me sporadically! Sometimes she gets me good, especially when she scares me unexpectedly and other times she fails because I see the trap! We always have a fun time together and definitely keep each other laughing!

My beautiful family!

What is most challenging about your work?

Me an my son, Gage.

For me, it’s patients wanting help over the phone with bluetooth connectivity! They don’t want to come into the office, so I try my best to help them over the phone. Sometimes it is easy peasy. Other times...it’s definitely challenging!

3 YEARS

AMIABLE

as a member of TEAM Livingston

social style

MEGAN HOWELL STATE LICENSED HEARING INSTRUMENT SPECIALIST

ROCKWALL TEXAS What is your favorite song right now? There’s no way I could pick a favorite, but lately I’ve been jammin’ out to 90s throwbacks, Rod Wave, Mo3, Morgan Wallen, Nick D, Zach Bryan, Chris Stapleton, etc.

What’s your favorite thing about working at Livingston? Livingston has provided such a supportive atmosphere. I appreciate everyone for the role they play to make things flow almost seamlessly. The positive attitudes and grace shown by our leadership makes all the difference!

When you’re not at work, you’re most likely...

Repelling with my son, Benjamin in Costa Rica.

Hanging out with my kids! We spend a lot of time at the barn training for my daughter’s horse shows and keeping my son from burning down the house with his welding and mechanics. Outside of that, I love to travel (anywhere and everywhere) and I’m trying to teach myself photography. What is the funniest thing that’s happened since working here? This isn’t the platform for the funniest stories, but I did have a day when I forgot to bring my work clothes to change into after the gym. Thank God I was wearing basic black leggings and a Nike shirt I was able to turn inside out with my basic black flats.

Mission trip to Guyana to fit hearing aids and clean ears.

What is most challenging about your work?

My daughter and I in Grand Cayman after some snorkeling.

Finding the balance between nurturing the personal experience I try to give each of my patients and making sure everyone is seen in a timely manner. Every one of my patients should feel like a priority to our office.

5 YEARS

EXPRESSIVE

as a member of TEAM Livingston

social style

29 | TEAM MEMBER SPOTLIGHT

HATTIE MAE

introducing

THE PETS OF LIVINGSTON

This is Lil Miss Hattie Mae - aka. "Hattie Mae Mae", "Hattie Fattie Peanut Patty" and "Squirrel Girl". Hattie is a 6 lb 6oz Yorkie who is 2.5 years old. She’s the sweetest, most petite, demure lil thing you could ever meet. No yapping around our house! However, she fiercely protects us from creatures great and small on the TV!

Want your pet to be featured? Fill out our form and be featured in the next newsletter! SPOTLIGHT FORM PET SPOTLIGHT | 30

amanda edwards tyler, TX

ROCKY

This is Rocky (AKA Rock-O)! He’s a rescue that we have had for 5 years now! He loves to lay flat on his back with his paws in the air and try to seduce belly rubs from anyone who is willing to give them. If a door/ cabinet is not shut all the way he knows how to use his nose to open it. He absolutely despises bath time! He is really great at giving cuddles! We do not know what exactly he is mixed with so we say he’s our little alien! He loves our little family just as much as we love him! We don’t know what we would do without him!

TAZ

SMOKEY

Taz (Wild Boy) is the baby of all my fur babies. I’m pretty sure he thinks he is a dog. He makes us laugh so much.

Then there is Smokey. She is Miss Cranky pants with her milk mustache. She actually plays with Taz when she thinks no one is looking though.

MADDY

Maddy is 8 years old. (Maddybugs). She is a Maltipoo. She started going to work at Therapy Rehabs in nursing homes when she was just 6 weeks old. The patient’s absolutely adored her. That is where I worked when she came to live with me. She was one and her name was Maverick. We quickly changed her name to a girl name. She is still a Therapy dog. She is the most precious little angel you will ever meet. I would be so lost without her. She just makes everyone smile. She is definitely emotional support when you need it. She loves to get all dressed up and go bye bye. When we are home she loves to boss the cats around or just be held and snuggled.

TIGGER

Macey bonnette lubbock, TX

Tigger (Big Boy) is our scaredy cat. He hides from everyone and he is the biggest of all of them. Most people don’t even know we have a third cat.

sherry fleetwood greenville, TX

LHACPRO LHACpro.com

Office Repairs

AC, Plumbing, Pest, Electrical, Cleaning, etc. www.LHACpro.com then My Account

Quick Reference Guide Google Chat

Primary Office Communications Communication between team members that allow for file sharing and conversation chains. When transferring files or when a written record is needed (Expected response time: 30 min-2 hr)

GMail

Paylocity

Clocking In and Out PTO Requests MyLHAC.com

Phone Scripts

Scripts should be sent to: www.LHACpro.com then Tools

Receivers

Receiver exchange sent to: [email protected]

SOAR

Your opinion matters! LHACpro.com then Culture

SPARK

Submitting a Spark or viewing past winners www.LHACpro.com then Culture

Sycle Fixes

Team Emails

Team Emails

New Receiver Orders should be submitted to: www.LHACpro.com then Tools

QUICK REFERENCE | 32

HQ Mailchimp Emails Continuing Education. Introduces new processes and expands on current processes. (Examples: TBNS, Infection Control, Contests, SPARK, Processes, LivingstonTrue) Emailed Regularly. Review when received. See Team Emails on LHACPro

Spotlight Newsletter

Quarterly News Highlights and news concerning Livingston. New LHAC processes recap. Cultural connection. Emailed quarterly.

Office Spotlight Newsletter

Monthly Office and Team Member Interviews Currently features our Livingston family and the cities they serve. Emailed Monthly

Google Drive

Primary Cloud-Based File Storage Contains Livingston related Spreadsheets, Documents, Slideshows and images. (Example: PCC Ops, Packets, #PROOF, Clinician NCS, TBNS Lists, etc.) As needed. Items that need to be accessible company-wide. Audiology Practice Management Software Patient Information, appointment and invoice history, insurance, case history, audiogram and notes entry. Daily and as needed.

Sycle

LHAC PRO

LHACPro

Sycle Corrections, Date Changes, Fixes [email protected]

View LHAC emails on: www.LHACpro.com then Reference

Real-Time Communications message colleagues privately for oneon-one communication and able to have group chats. As needed for quick responses. (Expected response time: 5 min-15 min)

Paylocity LMS

Team Member Resource Page Access company forms and documents. (Examples: Office Directories, Marketing Reports, SPARK, All Company Forms, PCC & Clinician Dashboards). Daily and as needed.

Learning Management System (LMS) Cascades and assigns continuing education to team members Learning modules assigned as needed.

Accounts Payable Vendor Payments and Questions, Outstanding Balances, and Bills [email protected]

Schedule Changes Requests to adjust the Sycle Schedule [email protected]

Information Technology Computers, Technology, Equipment, and Programming [email protected] (806) 702-8234

Insurance Insurance questions and support [email protected] (806) 702-8208

Name

Email

VoIP

Accounting

Name

VoIP

Email

Operations

[email protected] Latecia Sauceda Accounting Administrator

1124

[email protected]

Cassandra Cabrera Accounting Coordinator

4730

[email protected]

Caroline Badillo Accounting Coordinator

1110

[email protected]

Leticia Rodriquez Accounting Coordinator

1173

[email protected]

Danielle Pina Accounting Coordinator

1108

[email protected]

Annette Hood Accounting Coordinator

1184

[email protected]

Morgan Scott Accounting Coordinator

1183

[email protected]

Human Resources Courtney Zarazua Experience Administrator

1139

[email protected]

Ashleigh Allen Experience Coordinator

1177

[email protected]

Annalisa Rodriquez HR Coordinator

1158

[email protected]

Information Technology [email protected]

Carlos Diaz Operations Assistant

2007

[email protected]

Sara Mathews Operations Administrator

2010

[email protected]

Jonathan Hubbard Operations Coordinator

2011

[email protected]

Insurance [email protected]

Kati White Insurance Administrator

1125

[email protected]

Gyna Castillo Scheduling Administrator

1116

[email protected]

Brina Wilson Insurance Coordinator

1128

[email protected]

Teresa Rees Insurance Coordinator

1115

[email protected]

Rachel Mendez Insurance Coordinator

1134

[email protected]

Jessica Pesina Insurance Coordinator

1159

[email protected]

Chelsea Prieto Insurance Coordinator

1185

[email protected]

Josh Valdez Sr. Systems Administrator

8008

[email protected]

Gwen Ramirez 1142 Managed Care Administrator

[email protected]

Connor Lard Systems Administrator

8008

[email protected]

Whitney Cody Insurance Coordinator

1178

[email protected]

[email protected]

Virginia Velasquez Insurance Coordinator

1176

[email protected]

Caitlin Sheffield Insurance Coordinator

4427

[email protected]

[email protected]

Leslie Fader Insurance Coordinator

1135

[email protected]

[email protected]

Amanda Gonzalez Insurance Coordinator

1132

[email protected]

Audrey Marsh Software Developer

8008

Marketing [email protected] Eva Tyler Marketing Administrator

5678

Kendra Lawson 2009 Graphic Design Coordinator Leslie Horsley Advertising Administrator

4553

[email protected]

Malvika Saklani Social Media Coordinator

5679

[email protected]

Jolene Carlson R1 Practice Care Team Lead

4376

[email protected]

Amara Guzman R2 Practice Care Team Lead

1129

[email protected]

Kristen Kubiak R3 Practice Care Team Lead

4626

[email protected]

Laura Kartey R4 Practice Care Team Lead

4355

[email protected]

[email protected]

Amanda Stokes R5 Practice Care Team Lead

5177

[email protected]

[email protected]

Judith Terrazas R6 Practice Care Team Lead

5752

[email protected]

Customer Care Danielle Hughes Customer Care Coordinator

1172

Darian Squyres Customer Care Coordinator

1141

Jessica Ruiz Customer Care Coordinator

1136

Teresa Douglas Customer Care Coordinator

1182

[email protected] [email protected]

Practice Care

Looking for a listing of PCCs and Clinicians? Marketing Marketing and Advertising Questions [email protected]

Audiology Overcoming Objections, Pricing, and Sales [email protected] (806) 438-1466

PCC Support Closing Out, Reports, All PCC Questions [email protected] (806) 702-8237

Write Off & Check Refund Requests Submit requests to: www.LHACpro.com then Tools

LHACpro.com/staff

Richard Davila, II President Extension: 1114 [email protected] Hillary Taylor, Au.D. Vice President of Audiology Extension: 1130 [email protected] Debra Fischenich, Au.D. Vice President of People and Culture Extension: 1131 [email protected] Matthew Ramirez, MBA Vice President of Operations Extension: 2000 [email protected] Nikolas Becker Director of Accounting Extension: 1102 [email protected] Sarah Berry Director of Insurance Extension: 1111 [email protected] Aaron Baxter Director of Information Technology Extension: 1155 [email protected] Natasha Olguin Director of Human Resources Extension: 1119 [email protected] Jerin Tyler Director of Practice Care Extension: 1105 [email protected] Haley Owen, Au.D. Director of Audiology Extension: 2008 [email protected] Hunter Gerhart, Au.D. Assistant Director of Audiology Extension: 5605 [email protected] Tammy Lopez, Au.D. Assistant Director of Audiology, VA Extension: 5606 [email protected]

Do Not Mail Requests Patient names submitted to: www.LHACpro.com then Tools