Episode 62: How to Build a Team and an Infusion Center That Feels Like Home with Jennifer and Richard Hunt

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Transcript: How to Build a Team and an Infusion Center That Feels Like Home

Amanda Brummitt: We Infuse podcast, episode number 62. Welcome to the We Infuse podcast. My name is Amanda Brummett. In every episode, we give you a seat at the table as we talk to Infusion Center owners, operators, and experts so you can get the insight you need to run a thriving practice. In this episode, we talk with Jennifer and Richard Hunt, founders of Infuse Care in Amarillo, Texas. Jennifer serves as the office manager and Richard as the CEO. In this episode, Jennifer and Richard will walk you through how they’ve created a center where they literally infuse care at every touch point. Well, Jennifer and Richard, thank you so much for being on the show today. I’m super excited to get to interview some fellow Texans. So thank you.

Richard Hunt: Thank you. We’re glad to be here.

Amanda Brummitt: Yeah, so I would love to start with both of you telling us a little bit about your backgrounds and then we’ll get into your infusion center experience.

Richard Hunt: Well, Jennifer and I have been married for 24 years and we have three kids and she’s my best friend and I’ve really enjoyed, getting to work with her, and our business and she’s a great partner and someone I can talk to and my background is in accounting and finance. I’ve had several mid level management positions over the course of my career. and overall, we make a good team and it’s nice to work with somebody who has different skills and can think about different things that you’re not.

Jennifer Hunt: And my background is more in management. I ran a child care program from called mops for a few years and I’ve also had some shift lead positions that I ran as well. And eventually I became a stay at home mom for a short period of time. And, then once my kids all went back to school, I say, Our kids went back to school and I just went back to work and then, started working from there. I became a manager at a resale store and I was there for about 6 years before we started doing this.

Amanda Brummitt: Some well, 24 years of marriage. Congratulations. And that you choose to work together after 24 years of marriage is even more impressive. So well done. So, tell me, you guys have a little bit of an untraditional route into infusion industry. So I’d love to know how you all decided to open an infusion center and what that path looked like.

Richard Hunt: well, part of it was Jennifer’s mother. Grandmother, I got cancer treatments and she had kind of subpar care. and, there were definitely some areas. Improvement. And I had listened to some of Jennifer’s stories and some of the issues that had happened, overall, which was a kind of rough experience for everybody. and I had researched and at home and come across. We infuse and naica and we went into Naica and it was a. Very, awesome, experience. and they had talked about the growth of the industry and how many drugs were in the pipeline. And it, seemed like it was, it really was a good opportunity. And so we were really happy and we talked about it back and forth. And, we were interested. We’ve always been interested in doing something together. And so this, was, something that we want to do. And then we set out. to create the best patient experience possible.

Jennifer Hunt: Right. So, at some places where we thought, things could be improved, just from learning experience, from taking her to, from appointments and stuff, we just thought maybe we could bring a better experience and, we love patient care. Yeah.

Amanda Brummitt: So you guys are in Amarillo. What, is the competitive landscape there? Was it hospitals only? Were there other freestanding infusion centers?

Richard Hunt: There was some This is, varied, some in office locations and, hospitals and, it was pretty varied. Yeah, I would say

Jennifer Hunt: we had to go to bigger cities like Houston a couple of times for her treatments and to try to get testing done. That was a little bit harder.

Amanda Brummitt: Yeah, I bet. So now tell us about infused care, which by the way, amazing name, such a good name. what makes infused care unique?

Richard Hunt: Well, we, we are, a patient first facility. that’s always what our goal is, with regards to everything that we do. And in fact, that is our slogan, so to speak, is we infuse care and everything we do. And we really try to adhere to that. on many different levels, I think there’s a lot of details and support supporting things that go into a patient 1st, approach and mindset. So, I think we’re mindful of that and, we really try to, focus on our team. In the beginning, because we wanted people to have that same passion for patient care as we do. And then it comes down to us. Treating them as the most valuable assets, which they are, we don’t want the there to be turn over, because then you can’t develop a good patient relationship with your, Providers and so that’s something that we knew that we wanted to really focus on. And, we wanted to have a stable team, no turnover. and then the patient based design. That’s what I call it. Every aspect of what we do process design, other physical designs. It needs to be patient focus. it doesn’t matter if your center is nice. It looks like a spa. If the patient has to climb 20 stairs. They’re probably not going to do it. So, with that in mind, we tried to find something that was on the 1st floor, plenty of parking, minimal traffic. and then we wanted to make sure that we were, it was a straightforward walk to get there to our center. And, we offer a concierge wheelchair service from each entrance as well.

Amanda Brummitt: That is so smart, because I think. A lot of times we all have to remember that nobody wants what we are selling. if they’re coming to our center, it is not a good day, most likely. And so removing any of those barriers that you can, that make it a little bit easier to deal with that treatment is so smart. and I love it. That you put that patient first and that you pause and you think about that in your design and your setup. I would assume that flows through into your operations too once they get inside your center as well. Absolutely. Exactly. I love that. So Richard, you are the first accountant turned infusion center owner operator that I’ve had the opportunity to interview. So I have to ask, what’s something that the accountant in you wishes all infusion center operators knew?

Richard Hunt: Well, I’m it’s hard. I would say it would be the intangibles. I think, someone like me likes to quantify everything, but the intangibles are definitely important and, the intangibles that I think of that come to mind are, brand power, the doctor relationships. listening and time, brand power. That’s what, people think of when you hear about a business’s name and you want that to be as powerful and as positive as possible. we, we were unknown in our, community. we started at patient zero. and what we did in the beginning was we went and did community projects and volunteering in the community as a team. And it’s great for the community, it builds your team and it also gets your name out there. And we also volunteered to help area hospitals with certain patients that they weren’t able to do because of formulary or other restrictions. So, that was a really good thing. doctor relationships, that this is so valuable, the relationships, rapport that you build with the doctors is important. We’ve been blessed. Bless with so many relationships and a lot of great doctors in the area. they know that when we treat their patients, we treat them with the utmost respect and care. And then when the patient leaves, they know they’re going to get the treatment note, thanks to we infuse within one or two business days, which makes their job easier and provides, their patient with better care and then listening, This is aimed at both patients and your team. we try to be efficient in our facility, but we don’t have time. We don’t rush the patients out the door. it’s more natural. And our team takes time to listen to the patients, then we communicate back to the patient’s doctor. there’s some things that we’ve learned that the patient never told the doctor and so that was valuable from their aspect and enhance the care that they were able to provide to their patient, time, more specifically, External events that are out of your control today’s environment society. I think everybody wants, things done 52 days ago. but that’s not always the case. as an operator, it requires patience. So when you talk about credentialing, building your business, the authorization claims process with insurance companies, you could go on. There’s, a lot of external events that are out of your control. And so I think, it’s important not to allow yourself to get stressed out, risk the risk, the possibility of exposing your team to extra stress that they don’t need. And it really transfers through to the patient care.

Amanda Brummitt: Richard, those are awesome and totally not what I was expecting. in this world where we live in KPIs, I love that you, bring us back to those intangibles, brand power. That’s incredible. There’s doctor relationships, listening time, and the community volunteering. Brilliant, such a beautiful way to organically build relationships, give back to the community before you ask anything of them. I think it’s priceless and a step that a lot of people skip. And I love that you do it and it is good team building. It’s good. Good for you and good for the community.

Richard Hunt: Oh, we had a great time. We still do have great time. We go. It’s always awesome. So

Amanda Brummitt: fantastic. And then Jennifer, you’ve got this wealth of management experience, but I also love that you have retail experience. That’s something that you and I share in common and. I, never take that retail lens off, even 25 years later. So I’m super curious how that experience for you has impacted the patient experience at infused care.

Jennifer Hunt: Well, having a background in customer service just helps me to better serve our patients. It’s just all about the experience. Basically, so from the friendly staff that greets them to the nurses to infuse them. Our goal is to provide like a safe and comfortable place for them when they come in, but we want them to feel as comfortable as home. But with the safety of the medical facility. So, to help it feel like home, we have patient amenities, like massage chairs, we have heated blankets, we have snacks, we have apps on our TVs, they have individual TVs in their rooms, we offer some of our private rooms and we have 1 right now, private room for the longer infusions, but basically, it’s just us trying to. give them a little bit of peace while they’re doing it and some privacy, but also a little bit of entertainment. And if they want their family member to come with them, we’re just focusing on, just basically patient care. And just giving them everything that they need while they’re here.

Amanda Brummitt: That is beautiful. What a good line to from the friendly staff that greets them to the nurses that infuse them. I love that. Sounds like you’ve been really thoughtful about it and put yourself in that chair to see what it would feel like.

Jennifer Hunt: Definitely after watching my grandmother go through it, a lot of the chemo treatments and stuff and seeing how, she went into a room full of people and they set side by side and she told me many times that she would like, a little bit of privacy and, have something. And so we took that into consideration as well.

Amanda Brummitt: Well, it sounds like you guys have done a ton of things, right? and, continue to, but everybody has challenges in business. What would you guys say has been your biggest challenge in infusion practice?

Richard Hunt: I think, it’s universal, I think it’s definitely the insurance companies, they, they present the biggest ongoing challenge for the medical industry as a whole and, being on this side of the transaction has even been more of a revealing experience, everybody has had experiences with insurance companies, but I think. They know the view that’s developed over time is that, these doctors and, other medical facilities are over reimbursed. when a majority of these doctors offices and outpatient centers are small businesses at the core. so I think. these centers have bills like every other small business and the doctors have, they have student loans from medical school, and they’re paying on, the drug companies, have made more concessions. The patients have made concessions and the doctor, medical personnel make concessions. I think, the industry and the government’s. Perspective of reimbursement needs to improve, our insurance companies, government, they need to respect these centers and positions time and services and not discount them to the point where they’re can they can’t exist or survive for not valuing our healthcare industry services appropriately and what does it look like in the future doesn’t seem to me that the healthcare would look better at that time.

Amanda Brummitt: Yeah, for

Richard Hunt: sure. I think also, they need to reevaluate the medical necessary classification and review the annually based on new drugs that come out. we’ve had some insurance companies saying something is not medical. This medically necessary. when if 1 of it happens. To the patient that would justify it being medical necessary only if that happens that in some cases, the patient may not survive. So, the insurance companies as a whole need to change the proactive treatment instead of react and they can’t support wellness programs and other stuff like that and not support these medications from the fusion industry. Many are proactive instead of reactive. And so, many of these drugs are proven and home run drugs that have had little side effects and great results for the patient.

Amanda Brummitt: That totally makes sense. You actually sound like an amazing advocate for patients. Well, with what you guys have experienced so far, what is your biggest light bulb moment that you’ve had in infusion practice? I’d

Richard Hunt: say the biggest light bulb moment. Has been that the insurance companies don’t understand this industry and the value that it creates for the patient themselves and the healthcare industry overall. The patient, was able to save a lot of money from going to a hospital typically, which is a win for the insurance companies because they pay out less. The healthcare industry overall, would benefit from the improved service from these outpatient centers because treatment convenience and the patient most likely has a better experience and save money. So it’s a win,

Amanda Brummitt: Yeah, for sure. Is there any advice that you would give to somebody opening a new center in navigating these insurance challenges?

Richard Hunt: I think you get, some really good people, being infused has been very good about helping us, get with the right people and get with us. a lot of resources in which we can consult with and learn how to do things better. not only for the patient, but for ourselves. Good

Amanda Brummitt: to know. I think our listeners know where to find WeInfuse. And then you mentioned some of the new drugs and home runs and infusion. what are you guys most excited about right now in the industry?

Richard Hunt: Well, that’s exactly it. I’m most excited about the innovation and drug development going on for many different conditions over many different specialty areas. It offers patients access to many different areas of treatment, but also offers diversification to infusion centers and new opportunities for industry growth. It’s an exciting time for the infusion industry and also the further development of NICA and propelling connectivity of the infusion industry. And the continuing advocacy that they pursue

Amanda Brummitt: fantastic. Yeah, I think we’re all excited about that. You guys had just 1 last piece of advice for listeners about running an infusion center. What would it be?

Richard Hunt: Well, I think, it is about the team. You definitely want to get good people around you. my wife, she’s 1 more worn multiple hats throughout this journey. And, she’s helped me out a lot and been a large part of the growth of the business. anytime I’ve needed something, she’s been there and, she’s either done it herself or come up with a solution, she’s done the marketing for our business, which just turned out great. There’s a lot of stuff that I didn’t know about that. she was already really good at. And skill that, and it really made the difference as far as giving our name out there, our team that we have assembled has been great. we’ve had the opportunity to work with a bunch of great people, which includes, our NPR and patient coordinator, admin assistant, all the team is passionate about providing the best patient care from the beginning to end and they’ve all gone above and beyond to make sure the patient is taken care of. Sometimes they stay late. Sometimes they’ve come in on weekends, just given it. They’re all on a daily basis. my wife and I, trust our team and it allows us to work on other stuff and feel comfortable and confident that they, we can leave them unsupervised to get whatever done.

Jennifer Hunt: Yeah, they’ve been monumental in helping us establish our business because they too have, care about, What our business, surviving and succeeding. And so, they’ve been really passionate about it with us. And so that’s made a huge difference.

Richard Hunt: Yeah. and our medical director, when you’re looking for him, it’s a really important piece to take the time to identify the best medical director for your center or facility. He’s been instrumental in helping us find good people for our team. he’s made recommendations on people, which most of them we have accepted gladly. and he has provided best idea, best practices and ideas from a doctor’s perspective, which has been extremely valuable. And he’s filled in on short notice when we needed him in the office to sub, for our nurse practitioner, which she’s out. we were able to hire 50%. Of our team that is here without using outside hiring sources, because of him, he gave us so many candidates to go through. And so many people that were interested in the same things that we were able to do that. And it was, it made it really easy. So, and then last, we can use release Brian, Cecil, Julie, and the whole team. These guys have gone above and beyond and helping us get it set up and established. we use the full package of we infuse and it’s been awesome to have 1 source for all your information. The billing module that they just came out with has been great because we don’t have to take stuff out of 1 more and go into another. Yeah, it’s been, great. And also we infuse make sure that they partner with quality companies. They have great products and services for support team for. We infuse is the best that I’ve ever experienced with software. Support side, they’re knowledgeable, efficient, and then they try to get back properly regarding questions. And so we love those guys because they’re dedicated to our success. So

Amanda Brummitt: that’s incredible advice. It sounds like you’ve built an amazing team there. So, I’m going to add 1 last question that’s half business, half personal, because I do a decent number of husband wives that 1 last question 24 years married and how long has your infusion center been open

Jennifer Hunt: for one year, October 3rd, and you’re both smiling. So what’s the secret? What is the secret to working together? Just learning to compromise and to learn, basically who were your weaknesses, where my weaknesses is, speaking in public, that’s where he comes in and he does a whole lot better, but I’m more behind the scenes. Kind of person. And so I think we’ve worked really well together on that.

Richard Hunt: Yeah. Communication, listening. it’s, really important.

Amanda Brummitt: Awesome. Well, thank you both for your time today. Thank you for your passion about patients and the patient based design. Sounds like you have an incredible center and I just really appreciate you sharing all of that with, others so that they can hopefully learn from you guys.

Richard Hunt: Yes, we’re big fans of the podcast, so we were glad to participate. So thank you for that. Thank you for the honor of participating.

Amanda Brummitt: What a beautiful culture centered around the team and the patients that Jennifer and Richard have created at Infused Care. Their combination of walking through treatment with Jennifer’s grandmother and their backgrounds gives them a ton of insight to what patients want and need. And their focus on the intangibles really allowed them to create a powerful team of Patient focused people. Well, if you aren’t familiar with the WeInfuse software platform and RxToolkit’s web based resources, I’m sure Richard convinced you to check it out today. Schedule a test drive to see how these tools can save you time and money in your practice while making infusion safer for patients and caregivers. My name is Amanda Brummett, and we’ll catch you in the next episode.

Guest Speakers:

Richard Hunt is the CEO and C0-Founder of InfuseCare in Amarillo, TX.

Jennifer Hunt is the Office Manager and Co-Founder of InfuseCare in Amarillo, TX.