Client Profiling – What You Need to Know

Slides:

View the September 14th Client Profiling via Google Drive

View the September 14th Client Profiling via Dropbox

What format is best for client profiling?
Who is responsible for instituting the client profile?
What is essential to be included?
Who are needed from the client company and the OHP to complete?
How often do your e-evaluate the client profile?
Who is ultimately responsible for the process?

Video:

Town Hall Overview:

—Here’s a draft for a blog post based on the script—

Title: Client Profiling: What You Need to Know

Introduction:
Client profiling is a crucial aspect of any business. Understanding who your customers are and what they need is key to making customer-focused decisions. In this blog post, we will delve into the topic of client profiling and explore what it entails. We will draw insights from a recent discussion on client profiling during the NAOHP Town Hall, featuring Donnelly Gardner and Keith Levin. So, let’s get started!

Chapter 1: The Importance of Client Profiling
In this chapter, we will highlight why client profiling is essential for businesses. By creating customer profiles that represent the typical users of a product or service, companies can align their decisions with customer needs. This helps prevent scope creep and ensures that decisions are based on objective data rather than personal opinions.

Chapter 2: Factors to Consider in Client Profiling
Client profiling can vary depending on the nature of the business and the services offered. It is crucial to consider factors such as the specific services provided, whether it is occupational medicine or workers’ comp, or a combination of both. Additionally, understanding the requirements of the company’s EMR system plays a vital role in developing an accurate client profile.

Chapter 3: Establishing Responsibility for Client Profiling
Determining who is responsible for instituting client profiling may vary based on the structure of the organization. If a sales function exists, the salesperson may take on this responsibility. However, in the absence of a designated salesperson, an operations person can handle client profiling. Collaboration with providers and clinical staff is also essential to ensure accurate information gathering.

Chapter 4: Key Elements of a Client Profile
This chapter focuses on the key components that should be included in a client profile. Starting with basic information like the client’s name, address, and contact details, it is crucial to identify the point of contact for specific services, such as workers’ comp or pre-placement exams. Additionally, understanding the workforce, including demographics, turnover rates, and skill levels, helps tailor services to the client’s needs.

Chapter 5: The Role of Insurance in Client Profiling
Insurance is a critical consideration in client profiling, especially when offering workers’ comp services. Understanding the state regulations and identifying the specific insurance providers involved helps ensure compliance and effective service delivery. Moreover, assessing whether the company is self-paying or utilizing a health insurance plan is crucial in establishing partnerships and providing comprehensive care.

Chapter 6: Evaluating OSHA Requirements and Exposures
Chapter six focuses on the significance of evaluating OSHA regulations and exposures specific to the client’s industry. Identifying the distinct requirements for different fields, such as construction or nursing homes, helps tailor occupational health services accordingly. Understanding potential exposures, such as chemical hazards or bloodborne pathogens, enables the implementation of appropriate safety protocols.

Chapter 7: Stakeholders in Client Profiling
In this chapter, we explore the importance of engaging with various stakeholders within the client’s organization. This includes HR personnel, safety directors, operations managers, and other key individuals who hold knowledge about the company’s operations and requirements. Building relationships with these stakeholders helps facilitate effective communication and a better understanding of the client’s needs.

Chapter 8: The Dynamic Nature of Client Profiles
Client profiles should be dynamic and regularly reevaluated. While yearly updates are recommended, setting up monthly touchpoints with new clients can help fine-tune service offerings and adapt to evolving needs. Involving the entire team in reviewing client profiles aids in knowledge sharing and ensures a comprehensive approach to client management.

Client profiling forms the foundation of successful customer-focused decision-making in any business. By understanding who your customers are, their needs, and the unique aspects of their industry, you can tailor your services to provide the best possible value. Regularly reevaluating and updating client profiles ensures that your business remains agile and responsive. Embrace client profiling as a strategic tool and watch your business thrive.

Resources:

View Client Profile via Google Drive

View Client Profile via Dropbox

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