Ep 07 - The Crucial Role of Managed IT Services in Healthcare

Get ready to uncover the intricate world of computing and cybersecurity with our guest Jose Alfonso from VoiceWare. Have you ever wondered how the shift from centralized to decentralized computing has shaped the modern era? Jose takes us on a journey through the evolution of technology and shares how his company, VoiceWare, transitioned to providing top-notch managed IT services and cybersecurity solutions. Together, we emphasize the crucial role of robust IT infrastructure, particularly in the healthcare sector, where any downtime can have dire consequences. We also touch on the rising importance of AI and the surge in digital data dependency, illustrating how data has indeed become the new currency in our society.

In this episode, we break down everything you need to know about proactive IT management for medical practices. From the necessity of having proper cabling, firewalls, and antivirus software, to the indispensable role of Remote Management and Monitoring (RMM) tools in keeping systems updated and secure, we've got you covered. Discover advanced IT solutions like Business Associate Agreements (BAAs), network scans for PCI and SOX compliance, and the myriad benefits of managed IT services, including backup and recovery solutions. Jose's insights on AI-driven service delivery offer a glimpse into the future, making this episode essential for anyone involved in healthcare IT or cybersecurity.

Jose Alfonso
LinkedIn: linkedin.com/in/jose-alfonso-a7a79515
http://www.voicewareusa.com/

THE ANGRY BILLER, powered by J3 Revenue Cycle Management

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Production of Podcast: VISUALS BY MOMO

Transcript

Josh Fertel

00:04

Welcome to the Angry Biller, a show where we explore the people and the businesses behind the scenes of healthcare, those men and women that are the catalysts that allow providers to concentrate on delivering exceptional patient care. Welcome to the Angry Biller. My name is Josh Fertel, I'm the owner of J3 Medical Billing and I'm your host. If you know anything about the healthcare field, you know that there was a giant cyber attack a few months ago with Change Healthcare, which disrupted everything that has to do with getting paid for most providers, whether it was submitting their claims, whether it was able to send a statement to their patients. The importance of the IT and the security really was magnified during that time. So I'm very excited that we have Jose Alfonso with VoiceWare with us today. 

00:53

He's an expert in the field of IT and cybersecurity. How are you doing, Jose? 

Jose Alfonso

00:59

I'm doing well, Josh. Thank you for having me. 

Josh Fertel

01:01

Oh no, we're glad that you're here, but let's start from the beginning, tell us about yourself. 

Jose Alfonso

01:07

Well, approximately about 14 years ago, I started VoiceWare with the intent of seeing the emergence of voice and data converging, where we had telephone systems that were totally separate from data, but they were all coming together, and so I embarked on starting a company that would provide voice over IP services, although our core competency has always been IT services or networking, and, with that said, I started VoiceWare. We dominated the space fairly well and, until recently, we managed to go back into what most people would consider to be the managed IT space cybersecurity, managed IT network monitoring and that's the way we're sort of cruising into that field right now. 

Josh Fertel

01:57

Let's back up a little bit. Why did you get into this? What made you interested in the IT world before? 

Jose Alfonso

02:03

you started the company? Well, because we, you know, essentially in the 70s and 80s we were centralized computing, everything was centralized computing before there was a microcomputer, right. And so as computers came into play and got more involved into businesses, using personal computers for business uses, the emergence we saw the emergence of networking uses. We saw the emergence of networking, okay. And so networks evolved from centralized computing to decentralized computing, okay. And then the third wave of that was obviously the internet. We're at the onset of 98, 99, 95, somewhere in that span of space, or we want to call it that span of time. But computing has always been evolving. Now we're evolving, obviously, with the use of AI. 

Josh Fertel

02:48

Yes. 

Jose Alfonso

02:49

AI technologies and where that's going to take us to the next level. But everything is so. We came from a centralized world into a decentralized world, to a networking slash, web or internet world. 

Josh Fertel

03:02

Okay. 

Jose Alfonso

03:02

Where everybody is sort of controlling the view will explain centralized versus decentralized. 

03:09

Centralized computing is nothing more than what we all used to, what people used to refer to as the ibm mainframes, the big, big centralized computers, big, large-scale computers that only government agencies and very large corporations uh, you know, the frito-lays of the world, fedexes of the world would use centralized computing. Now that's no longer the case. Everybody has a computer, everybody has a server, everybody has servers, in this case, or network farms, if you will, but they're all decentralized, they're all on the web, they all reside in the web. And with that said, then there's also the integration of people running their businesses on the web. In essence, that's what's happening. 

Josh Fertel

03:54

Yes, well, listen, I'm one of them. Our whole business Exactly Through the cloud, so to speak through the cloud, yeah, so to speak. 

Jose Alfonso

04:08

And so so, with the advent of networking and and decentralization of computing resources right now, with the advent of ai and ai technologies, what you're seeing, you're seeing more and more and more of this meshing of these worlds where you know, being down or having any kind of downtime is that's no longer acceptable. Before it was you know we being down or having any kind of downtime is it's no longer acceptable. Before it was, you know, we had a recovery time objective of, well, I can't be down more than 30 minutes, or I can't be down less than 15 minutes. Right Now, it's like you're down for two minutes. It's catastrophic. 

04:35

It's catastrophic, yes, no it really is, and then, for any, any size business actually, you know, it scales from the smallest mom and pop operation to anyone, even in healthcare yes, that's running a medical center, or is running a lab or anything of that matter. Sure, because people are very, very society is more and more and more codependent on data. So data is the new cash, exactly. So we all know that. Right, you see, right, right. And so after, I would say 2000,. And not necessarily past the dot com turmoil, right, right, and so after I would say 2000, and not necessarily past the dot com turmoil, right, what I call it. And that was really a turning point where people started realizing the convergence of commerce. Ok, and that's that's really. That's, that's really the pivotal point. Ok, the convergence of commerce, and how commerce came to be and how we were going to use less and less paper, more and more digital means of communicating, of accepting or denying an application or anything of that sort your medical records being transcribed, 100%, 100%, everything is. You know, you're billing Right. 

Josh Fertel

05:41

No, I get it. 

Jose Alfonso

05:42

It's all digitized. You know, obviously, right after the 2000 timeframe we were I think it was back in 2009, 2010, there were some issues regarding the federal government stepping in and obviously forcing most health care practitioners to having an EMR emergency medical record. Can't do it on paper anymore. Can't do it on paper anymore. It used to be paper built. So the more you rely on that, the more you rely on data. The more you rely on data, the tighter it gets for you. So that means that the recovery time objective has to be shorter, faster, more resilient, and there's got to be a duplicity in the ability for you to be able to recover. 

06:29

I'm going to put it out in layman's terms, Please. You cannot afford to be down more than a minute. It's that simple. A minute, A minute, and the faster it goes. And now, with AI, your customer service depends on it, Right. Your billing department depends on it, Right. Finance Finance your ability to transact sales. Most sales right now are like before it used to be all send me in the old days I guess, I don't know, maybe 15 years ago send me a fax, or send me a check or something. Everything is done. 

Josh Fertel

07:02

Everything is done online, although we still use faxes in the medical industry. 

Jose Alfonso

07:06

Yes, unfortunately, Every day. 

Josh Fertel

07:07

I don't understand why. 

Jose Alfonso

07:08

Unfortunately, because of compliance, because of compliance, legal and healthcare lead the pack there. 

Josh Fertel

07:14

I want to back up one more time. So before you started VoiceWare, you were in this industry. 

Jose Alfonso

07:21

What were you doing Before I started VoiceWare? I was an IBM business partner Okay, and I sold centralized systems Okay. 

Josh Fertel

07:28

So computers have been your whole life. 

Jose Alfonso

07:29

I've been in computing for a very long while. Right, I would say I've been in computing since 1981. That's the beginning. That's the beginning. So I'm dating myself here, yeah it was before Windows. That's before Windows. Correct, that's before Windows. But definitely I've been in computing a long while. I've seen it all. I've worked in programming. I did data analysis database design for a very long while. I was an IBM business partner for almost nearly 17 years, so I had a very successful career with IBM. 

Josh Fertel

08:00

And what made you interested in computers at the time? Well, back in 1980. 

Jose Alfonso

08:05

No, so here's the drum roll to this discussion. So I was planning on hoping to go to medical school. I was enrolled at Miami Dade College back then and I was a pre-medical science major and a very tenacious professor that I had. Then a chemistry professor said, hey, how do you feel about doing some volunteer work at the University of Miami Medical School biochemistry department? I said, yeah, why not? And so he sent me to do that volunteer work and I sat with a biochemistry teacher then and he said, hey, how do you feel about computing? And I said, well, you know, hopefully I'll take a class in a year or so. He says, well, what about if I teach you programming? Oh, there you go. And he taught me how to work on an Apple 2 Plus computer back then. It was one of the very first Apple computers and I was hooked. That's it. It was life-changing. 

09:04

I changed my career from pre-medical science and got involved into computing and obviously back then it was all centralized computing. The first IBM PCs had not even shown up yet. Yes, that was in the early 80s. Mid-80s, I would say 81 was when the IBM PC came out. Right, but Apple computers were around Zenith, sinclair and all these other computers and I started working computing then and using the basic programming language, and that's how I got involved with it. That's excellent. And then, right along the line, exactly Along the line, I figured out that computing was going to fundamentally transform the same way the automobile had transformed transportation. 

Josh Fertel

09:43

You weren't wrong about that. Okay, so let's fast forward. Now. I'm all about how do we make it so that providers can worry about patients and not have to worry about anything else. That's my whole purpose here. So, in a medical office which you have experience with, what's the first things that you look for when you're approaching an office to take over their IT? 

Jose Alfonso

10:07

So one of the key things that we look for is proper infrastructure. An office usually has, let's say, a Comcast or Xfinity internet service, a router, a modem, and then we come in there and usually the cabling is either very good or it's very poor. 

Josh Fertel

10:25

Okay. 

Jose Alfonso

10:25

So infrastructure is either lacking or they have infrastructure but they don't have the security mechanisms. What I mean by security mechanisms is typically I walk into an office and a lot of it is just not selective, but it's just ignorance, it's just lack of knowledge on behalf of the business owner, the doctor, the administrator for the site and the lack of firewall. I'll give you a prime example the site and they lack a firewall. I'll give you a prime example. First things first. 

10:55

Is we look at the cabling and we look at the food and look at the firewall Exactly, and then we look for tall tale signs of is there any antivirus installed in any of the desktop personal computers? Right. Once we see that that is lacking. And we see that there's no firewall, right there, and then we know that that's just an accident waiting to happen, it's just a matter of time, right. And then what happens is that once you come into an environment like that, you suddenly realize or the owners realize, once we educate them that you know. Look, we're shedding some light on some of these problems that you might have. 

11:32

You're going to have a you're going to. It's just a matter of time before somebody clicks on an unwelcome email. Yes, like malware, yes, or a phishing attempt. We've all done that We've all done it. And then all your personal computers get locked up and somebody from I don't know halfway across the world, in the Czech Republic or something, is asking you for $10,000 in Bitcoin, because they're basically you're held hostage and you cannot get to your data again. This all goes back to what we said before right Right Data is cash. 

Josh Fertel

12:06

So what is one of the ways that you try to prevent those emails, those spam, scammy emails, to come through? 

Jose Alfonso

12:15

Well, first and foremost, we implement a firewall, okay, and the second thing we do is we implement a tool called an RMM, something that we do. An RMM is a remote management and monitoring tool Okay, it's a service that we offer in which we install what they call an agent, a little piece of snippet of software, in each one of the desktop workstations. We help protect the business from having any kind of inadvertent attempt to take control of their personal computers, and so forth and whatnot. I'm not sure if that makes sense, but what it is, it's nothing more than an antivirus software component that we installed to pretty much circumvent any kind of an event where these personal computers might be taken over. 

Josh Fertel

13:04

And I'm assuming just from experience, that these agents that you're installing need to be updated every so often. 

Jose Alfonso

13:12

Yes, and that's something that we do. How is that Okay? 

13:13

but that's something that we do. How is that? Okay, but that's a good, great question. So that's something that we do proactively as opposed to reactively? Okay, because businesses nowadays and not just healthcare, but just businesses in general are reactive when it comes to computing. In other words, when the accident happens, when the event occurs, and usually when it's too late, that's when they react to it. Right? So you need to be in this day and age and going and moving forward. You have to be proactive. You cannot be reactive any longer. You can no longer afford that. 10 or 15 years ago you could, right, there weren't as many threats and and people were not, um, I would say, computer literate as they are today. 

Josh Fertel

13:55

Right, oh, understood. Well, technology is going a lot faster than humans are. Exactly, I would say to you, jose, that again, concentrating on a provider office from 8.30 in the morning until 4.30 at night. Those people are busy and they don't have time. Number one, mostly to check their money, you know where I would come in, but to just, you know, make sure that their software is up to date. 

Jose Alfonso

14:23

And you do that remotely, we do that remotely and we do that. So when we install the agent component in the desktop computers or servers, what we do is that we have a snippet of code Just call it a segment of code that is constantly running in the background and it's giving us information remotely to our NOC or our network operations center, our offices at essence, and they're giving us alerts as to there's an update, there's a security patch that needs to be applied to workstation, there's an update, there's a security threat on the server. All these little, I would say, components that pop up and things that the normal business owner or office administrator does not have the time to do. No, they don't, and they sort of neglect that because they're not, you know, we have to be frank, they're not educated on doing that. 

Josh Fertel

15:12

Education is the word I was and so education is exactly right. 

Jose Alfonso

15:16

So what we do is that we do that for them proactively, Okay good. 

15:19

So we're constantly doing that behind the scenes. Sometimes we have clients that call us and say hey, I'm having an issue with a browser. I can't get the browser to work, or there's a component of the browser that's not checking, or there's a plug-in on the browser let's say Google Chrome and it's not working. So what we do is we actually take over their computers, even though they can still be working on whatever it is that they're working on, if that's what they choose to do, and in the background, we'll make the changes happen. Okay, and at the end of the day, when we close the tickets, they get an automated email saying hey, your device, this workstation number 12 that was having this problem. We took care of it over a 41-minute period or something to that nature, and this is what we did. We can give them a complete synopsis. So we give customers a cradle to grave, historical of everything we do on a day-to-day basis over their workstations, or their telephony, for that matter. Gotcha, because we do both. Okay. 

Josh Fertel

16:17

So, when you are now ready to service a client, what's that transition like from their old system to the new system? What's the timeframe, what's involved? 

Jose Alfonso

16:29

Well, that's the $64,000 question. So most people don't like the. They don't like any, not even a minute of downtime. Sometimes we the worst it can get is maybe two minutes of downtime where we have to shut off the equipment and we have to reboot it. Yes, because we have to apply this and they get upset. 

16:47

I mean, obviously that's going to happen, but we typically try to do that either early, before they open or after they close. Okay, many instances will do it around their lunchtime, because that's our smart time, you know so. So we try to we make changes but we don't apply them. Uh, because sometimes the equipment needs to be, uh, powered off and powered on again only until lunchtime. By the way, we can do that without even being present at the client. We can do that and apply the equipment shut off and turn back on again remotely, so we don't have to be present at the client as we're on the phone with a client. So it's a complete proactive IT management service that helps any business just upkeep their systems and their security and their network monitoring 24 seven. 

Josh Fertel

17:40

That's what, and I'm sure you have that. You've gone to an office and you've seen just antiquated equipment. 

Jose Alfonso

17:48

Totally. We see a horror, we see horror stories, I mean. So one of the things that I'd like to educate your audience about is that it's not a good idea to, let's say, you have a telephone closet which is your traditional telephone closet or data closet Right. And so we walk into data closets that don't have a. 

Josh Fertel

18:09

It's a nightmare, yeah. 

Jose Alfonso

18:12

To put it mildly, like they have their brooms Right. Their cleaning equipment. 

Josh Fertel

18:17

Literally, it's awesome. 

Jose Alfonso

18:18

Liquids and electronics don't mix very well. So for those who don't know it, now you know it, and so that's one thing. And I've seen coffee makers. I've seen literally just a small little cafeteria inside the telephone closet. You shouldn't do that, that's just not recommended for sure. 

Josh Fertel

18:38

And do you still? Then what do you do? You have them clean. Let's get rid of all this nonsense. 

Jose Alfonso

18:43

Well, I very softly break the news to the ownership and say look, you need to remove these things from here. Here's the reason why, good, we educate them. We don't make fun of anyone, because people just don't know. They don't know. We simply educate them as to why you can't do that. 

Josh Fertel

19:01

Okay, so COVID introduced us to remote work, which existed before, but wasn't really a thing. Tell me Now, when people are at home working off their laptop, how do you help them as far as security? 

Jose Alfonso

19:18

Well, to us, a laptop or any device is an endpoint. So the endpoint can reside in the office, can be at your home Right, or, theoretically, you could be sitting on the beach with a wireless card, Verizon or AT&T, whatever. That'd be nice and you're working from the beach right. As long as you call us and you tell us what kind of a problem you're having and we have that agent component installed in your laptop, you have access to the internet Even off of a hotspot such as your phone, for example. 

Josh Fertel

19:49

We can get to your device. So if I was a provider, this is my office and I say to you your device. So if I was a provider, this is my office and I say to you Jose, my billing company is offsite. What is it that you suggest be done? 

Jose Alfonso

20:02

In in so far as I guess I don't understand your question. Okay, I'm sorry you. 

Josh Fertel

20:09

I'm the provider. Um, I am sharing my patient's personal you know right, Personal health information. I want to make sure that the person that's getting that information, the person who's working on this patient that's not in my office, is secure. So there should be a BAA agreement. Aside from that, that's just a piece of paper. 

Jose Alfonso

20:29

That's just a piece of paper, exactly, piece of paper, exactly. So what we do is that, on behalf of the company or on behalf of the provider, we will look into the other company that might be providing the services and we can do a network scan and make sure that they are security compliant, whether it be PCI compliant or just you know. 

20:50

They need to assure their board or any governmental agency, whether it be state or federal, that they are SOX compliant, that certain security measures have been taken into account. We can do that on behalf of the provider. 

Josh Fertel

21:07

Yeah, what does? 

Jose Alfonso

21:07

that mean SOX is a regulatory compliant measure for the corporate governance, if you will. 

Josh Fertel

21:13

Would you ever suggest a software be downloaded into any off-site person? 

Jose Alfonso

21:21

They can. It all depends If they the customer or our clients. If they feel they can download that software without any issues because they know the company for a fact and they feel good about the company, they can definitely do it. 

Josh Fertel

21:39

Yeah. 

Jose Alfonso

21:40

In most instances, when we're doing their managed IT services, they open up a ticket with us and we do it for them. 

Josh Fertel

21:45

Perfect. That's the answer that I was hoping for. 

Jose Alfonso

21:48

We definitely would want to make sure that we don't get any surprises. Oh, by the way, I want to mention something. 

Josh Fertel

21:53

Go ahead surprises. 

Jose Alfonso

21:53

Oh, by the way, I want to mention something. So part of our backup and recovery services for our managed IT clients is that we have snapshots of their workstations. So, for example, let's say we take a snapshot of your workstation which is, let's say, let's call it a virtual. 

22:05

We create a little virtual machine off of an image of your workstation, your hard drive Understood. And we do that every, let's say every two hours. And so today at 2 pm, you will decide to install a software package. A software package happens to be a damaging software package and it messes up your personal computer. We can restore you as of two hours ago, so we can restore your complete desktop prior to having applied that software package. That's good to know. So the resiliency of having to know that, hey, I can actually undo what I just messed up, you know that's actually very important With a child would need that Exactly right. 

22:41

Yeah, yeah, it's almost. It's very granular in the way it works. We understand it. And again, the RMM tool the remote management and monitoring tool sets that we use are very sophisticated. We use a company, a very well-known company, called Kaseya, okay, and they have a suite of tools that, over the past 25 years, are nothing more than a culmination of best of breed tools to help us, as managed service providers or MSPs, manage our clients' environments. These are not tools that are meant to be used by clients. These are tools that are meant to be used by IT professionals. That's what needs to happen, because that's look, you're either in the business of healthcare or you're in the business of technology. That's it. Take your, you know, choose your it is a business. 

23:28

And it is a business, correct, correct. 

Josh Fertel

23:32

So what do you see? What are the next steps? What's the next thing? 

Jose Alfonso

23:41

that's going to come out. That's going to help you do your job. The next thing that? Yeah well, I'll give you just two, and these are two great ones. They're both AI-based. One of them is sentiment analysis, which is when you call up your office and you might be running a call center, maybe in customer service or I don't know. Just call it a customer center, or it's after hours Customer service center, or after hours, you know, when a client or a patient calls in and they're really really upset, okay, and they want to talk to their medical assistant or they want to talk to somebody in the office, and sometimes they get the automated attendant where it says you know? 

24:25

for press one, press two, press three the main auto attendant menu that we all receive. The sentiment analysis and AI will detect your voice and they'll know that, with the tonality of your voice, that we need to get you to somebody, that it's either an emergency or even after hours if you wanted to do that. Understood, right. 

Josh Fertel

24:48

So it knows when you're mad. 

Jose Alfonso

24:49

It is, it does, it understands that. So that's one of the benefits of AI. Okay, it does. And it understands that. So that's one of the benefits of AI. Okay, and to the degree that it would actually understand curse words, believe it or not, okay, not that you're going to use them, but it will detect that tonality so well that it knows, depending on the level of that tone, who to route that phone call to. 

Josh Fertel

25:12

Right. 

Jose Alfonso

25:21

And that can happen during the day or business hours, or business hours or even after weekend hours. That's the first thing. The second thing is that on our, on our ticketing system, from the managed it perspective, okay, we see lots and lots and lots of repeat failures that are very typical on workstations and they just don't happen on client a, they happen on client B and C. And so what? Ai, the components of AI that we're using today? What they do is they go in, they analyze those problems and then, when a similar problem comes up, it's already giving us. You have an example the infamous blue screen of death in Windows when you want everything yes, I'm familiar with I'm sure somebody, at some point in their time, in their lifetime, you know they've had this and it does happen, right? 

26:04

um, so, depending on the code that comes up on the screen, the screen is is captured when it gets reported to us by the end user because they open up a ticket. My screen went dead or my computer just died on me, so the AI component will analyze that and take a look at the code and it gives us a straight, 99.9% accurate description of how to follow up and restore that machine to its previous level. It's phenomenal. I'll give you a small one and I'll give you a larger one. A small one the one where we not on the managed IT side, but on the telephony side, where we go in and I don't know, do you get a lot of spam calls. 

Josh Fertel

26:50

I think I do get a lot of spam calls. 

Jose Alfonso

26:53

All right. So, yeah, so do we, we all do, we all do. We actually get them in the office all the time. So through our phone system, through our phone platform, we've managed to scale that down by over 70% for most clients, which is kind of radical in a way, because the people that are constantly spam, calling us, are changing the caller IDs, changing the caller IDs, but I will let you know that that's going to be changing radically, especially towards the end of this year. There are some implementations through the FCC, the Federal Communications Commission, where we can whitelist IP addresses that are associated with a caller ID. So if they, the spammers, change the caller ID but that caller ID is not tied into the original IP address, it's already automatically marked as spam. So that's a wonderful thing. 

27:48

That's on the telephony side, on the, I think, on the managed IT side, or cloud computing, if you will, we're seeing more and more clients or prospects call us up about cloud computing, where they want to be able to host. They want to have a small device, maybe a tablet or something, instead of having everything in the office and premise as it traditionally has been since the mid-'80s or early-'80s when network computing came into play. They want to host it in the cloud. So we do that through Microsoft Azure, and Azure is a cloud computing platform where we create a virtual server or servers and the total amount of workstations that you require for your business. We're doing that for a business. Just recently. They came up with 12 workstations and a server and your entire office environment is in the cloud. That's great. 

28:49

So what's the advantage of that? You have no worries about backups, you have no worries about failures. You have no worries about failures. You are on the largest cloud provider in the world Microsoft and so there's a cost associated with it. But when you take all the other, probably worth it. Probably worth it, but it's downtime. There is no downtime. There is no downtime, and if you do experience downtime, we assure you that we can get your workstation up and running in less than 10 minutes. It's wonderful. It's good stuff. It's just incredible. 

Josh Fertel

29:20

So in your IT, telephone, cyber world, if I had a magic wand and I could fix any problem that you see what would it be? 

Jose Alfonso

29:36

that you see, what would it be? Um I in in my world, I think the the harder. The harder issue that I come across is really educating the end users. Okay, what I mean it's actually not. It's it's not a difficult problem. No, um, I have the. 

30:01

I have the ability, and so does my staff. We have the ability to to take a very complex issue or or topic right and bring it, bring it down to layman's terms so we can explain it. We have a sort of helicopter view and we have to do that. So we're very patient about explaining to end users or clients how we go about implementing technology without being disruptive. We also explain the reasons why they need to be proactive. So if there's anything that I had a magic wand, I wish I could create, maybe podcasts like these where we can talk more often about and it's just, it really is about education. It is really and people are very apprehensive at. You know, at the onset they're just like well, I don't know, I don't. You know, I don't feel very good about technology and you don't have to be a technology expert. That's what we do. 

Josh Fertel

30:52

Yeah. 

Jose Alfonso

30:53

So what you have to know is that you just can't stick your hand in the sand and think that things are going to fix themselves, because they're not. So education, I think, is our biggest uphill battle, right, because it's just trying to reach as many people as we can in the easiest way possible and explaining to them that all these things that they only read about or they hear about, that they're actually doable. 

Josh Fertel

31:21

Yeah, I mean, the whole reason I started this podcast was to educate, to let everybody know that providers need to just worry about patients, and there's so much that goes on behind the scenes. Everybody needs to know it, and that's why I did this. Jose, how does somebody get in touch with you? 

Jose Alfonso

31:40

Well, they can definitely visit us at our website that would be voicewareusa.com, okay or they can call us at 305-503-7782. Just press one for sales or two for customer support. You can ask us any questions. We'll be more than glad to answer any. What was that number? Again, 305-503-7782. 

Josh Fertel

31:59

I appreciate you coming on and telling us and we hope you come back, as technology keeps advancing and we're going to need to have you come back and keep updating us. Definitely look forward to it. Thank you, josh. Thanks, Jose. Thank you for listening today. Please follow us on Facebook and LinkedIn and you can check us out at theangrybiller.com.