EITM: Digi-rector Of First Impressions 6/13/24

Hello, this is Kevin...

Episode Transcript

(00:00):
Do. Most offices still have receptionists. I don't know how that works.
I don't think it's been totally phasedout now, but you do need them,
I think in spaces where there maybe more personalized questions and not just

(00:22):
well I told you I have togo to the orthopedist with my son.
Oh okay, I feel like there'sbecause it's a new patient, there's going
to be an exchange of all theinformation. So there would be like a
receptionist at the doctor's office. Yes, yeah, No, No, what,
No, they're all getting phased out. No, well, there's different

(00:42):
kinds of phasing, like we justdon't have one period. Has anybody ever
seen this? And the reason Isay no is this is actually a photo
taken from a doctor's office. Theyoutsourced their front desk person. Is that
somebody on zoom? Essentially? Yes, see completely outsourced. You're talking to

(01:03):
some person via zoom when you're goingto check in, you're facetiming with somebody.
Yeah, so you walk in that. I've never seen that anywhere,
And I don't know if it's justdoctor's offices, and I'm with you,
I would think doctor's office would bethe last place you would do it so
you would go up and that's thethat's the check in at a doctor's office.

(01:25):
I can't say the photo here.Look what level is the face of
the person on the screen? Whatdo you mean? What level? Like
is it on a wall or isit on the countertop? Or is it
as if they're sitting in a chair. Oh no, you can tell they're
seated. No, no, butwhere where is it placed in the setting?
Oh? I see what you're saying. Up like like if you were
standing like your height. It's ona computer mode, So you're okay,

(01:49):
yeah, and I understand that it'slike a tablet or a monitor. But
but like if you go into adoctor's office, you're standing, they're generally
seated. So you're like kind oflike this, Now I'm up here and
they're seated, and it's a guywho's not in the office. It's a
guy in this case who may noteven be in the country several states.
So I was going to say,you're a different country. I mean,
outsourcing is outsourcing. This guy couldbe anywhere. This guy could be in

(02:09):
India. They said that places likehe may do several offices. Oh.
I was going to just ask ifthat office you know has multiple people,
but you're saying no, it's oneperson for multiple offices. It could be
oh my god, that's the speculation. I have to wait in line behind

(02:30):
people that are not even at myplace of business, and you don't know
how like that, how long that'lltake? Also, can we also discuss
how awkward it would be that afteryou check it. Well, first of
all, the check in would bevery awkward. I'd be like, oh,
hi, But once you're done tosee me, you go, well,
he would say hi to you whenyou walked in. I mean,
listen, communicating with somebody on acomputer is not foreign at this point now

(02:54):
as the person helping you sign in, it is. But then you go
sit down to wait for your appointment, like if you take your kid to
the orthopedis, you sign in withlocal bill here and then you go sit
down, and while he's waiting forthe next person to come in, you're
just seeing him on the computer monitor, just staring or toggling between other offices.

(03:15):
So it's an always on screen.I didn't have to I didn't have
to call him up. He sawme walk through the front door. Well
he's sitting right there, you know, he's not well, I mean his
computer he's sitting right there. Uhbut yeah, I guess if he's toggling,
you wouldn't even know. I wouldn'tif I walked in and that computer
screen was blank, I wouldn't knowwhat to do. How many times is

(03:36):
he going to get unplugged? Peoplefight with receptionists and listen, I understand.
I'm sure there's some people commenting like, well, I have to type
in my information on a tablet,and then that goes into maybe then having
to scan my ID cards or whatever. But I feel like I've I've still

(03:58):
then dealt with someone on Yeah,like for example, where I go for
like my migraines and stuff, there'sa tablet that you have to sign in
on, yeah, and like,but it's kind of like it's almost like
your portal to be able to likeupdate some info. But there's two people
sitting behind the desk, right,very nice people, but there's two people
sitting there. The closest thing thatI've experienced to this is when I go

(04:21):
get my blood work at quest.You you do everything, you've already pre
registered for your appointment time whatever,and they've got it. They've got all
your total, they've got all yourinsurance information, et cetera. But you
get a QR code sent to you, and you go up to an iPad
and you scan that and you're allchecked in, and then you wait until
a person comes out and brings youin. And there's nobody there, right

(04:44):
that I totally get. I don'tget Jimmy here just sitting there on a
computer screen to like essentially be thereceptionist at the place. So is it
actually not as cost cutting a measureas maybe I first interpreted it to be.
That's why they said this guy's gotto be doing several places, because
because if you were just paying oneguy, then why not have it.

(05:06):
I mean, I'm sure hiring thisguy to do it on a computer is
cheaper than hiring somebody to come in, whether that's just benefits or whatever as
an employee or I have no ideathis guy is going to be cheaper than
that. But it's so impersonal.But that's what I was gonna say,
is like, yes, this guy'scheaper than a real life body. However,

(05:28):
it almost leads you to believe youdon't even need this guy. But
this company's saying, you know what, they still want the face to face.
It's a doctor's office. Of coursethey do. So it's it's cost
the costs? Is there still theywould? Maybe this is this is sort
of that middle ground before we getthat person completely. So I still have

(05:49):
a President of First Impressions. Okay, they're just talking to you from their
computer. Am I able to onthe tablet here? If I'm struggling to
sign in and there's no one walkingin for me to just follow behind?
Am I able to call up somebody'sdesk in the suite? Like? Is

(06:13):
there a designated person? No?That if I hit one button sort of
like hit zero for the operator,will it pop up on someone's screen?
I don't think so. Who wouldthat designated person be? Could you imagine
if it's Dustin? Nobody's here?Well that see Dustin wouldn't make sense though,
who's somebody who? What if it'slike a part I worked at the

(06:34):
front desk, Yeah, and itwas for you're the director of First Impressions.
Yeah, I was for part timework in college. But but could
you have Aren't there still part timershere? Could they? When they're here
during business hours? No one sitsat a desk with a computer that's linked
to that tablet. No, okay, all I know is I saw somebody

(06:57):
here who was trying to get in, like they were fumbling with the tablet,
and I was walking by. Ijust opened the door and let him
in. I've let people in beforeand they'll be like, oh, I'm
here to see so and so,and then thankfully, on the few times
that's happened, so and so hascome around the corner, so they've already
contacted them. Yeah. I've letpeople in and they're like, I'm here
to see so and so. OnI'm like, okay, and I just
walked Yeah, go find him.What do I care. By the way,

(07:18):
I'm just now seeing the photo ofthe guy on the screen. Wouldn't
it flip you out? It isso weird. It's the weirdest thing ever.
Oh, that is bizarre. Andit's like literally it's a computer monitor
like sitting on like a like astand. Yeah, so it's bigger than
I thought. It's a decent sizedmonitor. I was picturing like an iPad.

(07:42):
No, no, no, it'slike a TV. Yes. And
they got the blinds open, asif that guy, well, he's enjoying
some of the natural light. That'scoming in behind him, does he do
the like turn around as if hecan see out that window and oh,
look at the weather. Oh,let me let them know you're here.

(08:03):
Line for hi Elliott the morning.Hey morning, how's everybody? Hey,
I'm doing great? Who is thisjustin? Hey? So bear with me.
It's gonna be a somewhat interesting story, but please bear with me.
Okay. So my Beyonce's grandmother livedin West Virginia and she was passing away.

(08:24):
We went up there, and whenshe finally took her last breath,
the nurse walked in and was like, we don't have a doctor here to
pronounce her in the building. Sowe were just like, okay. So
she leaves the room and then wheelsin and on a cart a monitor and

(08:46):
with like all these little machines,and she goes hang on one second,
turns monitor on. Next thing,you know what. Doctor pops up,
and the doctor's at her house andyou can see the little library and a
cat walking back and forth, andthat she's you know. The doctor introduces
herself and the nurse says okay andplugs in the stethoscope and puts it to

(09:07):
the patients or grandmother's chest. Thatthe doctor goes, Nope, I don't
hear anything. Uh time of Dith. Oh my god, that's weird.
I have never in my life.And it was just already like a weird
timing, and we were just like, what in the world. Oh my

(09:31):
god, that's amazing and not ina good way. No, oh my
god. But yeah, I justwant to share that. Hey, I
appreciate it. Thank you, myfriend. All right, that's ten times
worse than check it in for anappointment. Right, But here's the deal,
Diane. I can see when Iblew up the photo. The guy's
name is Kevin, right, Kevin. Oh, we got to pick up

(09:52):
this monitor and carry it into aroom, and then I just unplugged for
a second, carry it over andput it on there and the table by
the way. You know what elseis weird now that I see Kevin in
the thing, like and again it'sjust a computer monitor. I love seeing
all the app icons underneath them whileyou're just sitting there. Oh, you're
the person that wants to pretend likeit's not an iPad and you can't hit

(10:18):
the home. But he wanted tobe this dedicated piece of technology that's a
specific only to that company's loggin cloyKevin. By the way, Kevin's got
a fireplace going behind him. Okay, you think that's a real back Look
at the round the outliner on Kevin'shead. Okay, well, I don't

(10:41):
know where he lives. You're doingit from home. Hello, put the
wine decanter away. It's the workdayand it is eight thirteen thirty two is
when I'll declare you dead. Thankhell, this is Kevin. This is
Kevin. Hi Elliott in the morning. Hey is this me? Yeah?

(11:05):
Hi? Who's this? Oh?Hey, hey, hey, this is
this is Melissa. How you doing. I'm doing great? What can I
do for you? Oh? Ijust uh. I was visiting a friend.
I'm a veterinarian and I was visitinga friend in another hospital and there's
this a counter back in treatment andI'm looking at it. I'm like,
what's going on? What is that? And all of a sudden it's a

(11:26):
It is a person that is workingat the hospital, apparently, and it
will go it And that's how Iwas talking right in front of it.
I was like, hey, shelooks It was so bizar that she was
actually there but not there, andthey bring her into the room and she
takes the notes for the doctors.Man, but she described for the doctors
it was so trippy. And againI get that, I get that,

(11:52):
I get that place, thank you, ma'am. I get that jobs have
been outsourced. I get that jobshave been eliminated and just replaced like here
with like an iPad or something likethat. But if I walked in and
that guy was like especially at adoctor's office, And again I understand,
you may have to sign into theportal when you get there to say that
you're there and you have all yourstuff, But if you're going to have

(12:13):
a receptionist, have a receptionist.Kevin's at his house. Hello, this
is Kevin, Aaron M. Barlowe. Yes, could you imagine that's what
greets you when you walk into thedoctor's office. Aaron with her gnarled up
feet, have a seat. Imay help you anyway, Yes, she

(12:39):
says, I mean know she hasmedical sales work in that field. Do
not blame the offices. This isall on people who refuse to come in
for a job. This is thosethat want to work from home and work
remotely. They want to hire staff, but they cannot They can't find one.
Person. Apparently not. It's likehiring to do nights. They can't

(13:09):
find one person to go sit inthere and be a receptionist. Now,
she does say for those that livein rural areas and telemedicine is very real
and necessary. By the way,I even understand tell amedicine, but I
do tell a medicine at my houseand they're at their house. But you
can see in the background of thephoto with Kevin that there's cars, there's

(13:31):
parking lots. That's not a ruralNo, that's yes, what that's a
more urban setting around. Oh yes, my characture is now Kevin. Hello,
this is Kevin. At least Kevinis a person, right, It's
not any like which order those newgen mojis that Apple has coming out line

(13:54):
one? Hi Elliott the morning.Hey doing great? Who is this?
That is Chris? Yes, siruh TSA. TSA is trying this out
in Vegas for their new self screeningnonsense where they where. You're talking to
some outsourced TSA agent, So Idon't know if they're outsourced. They're in

(14:18):
uniform and everything, but they areremote. So I think you have to
have certain qualifications. You go through, whether it's clear or pre check.
You go through the line, youload all your bins like you normally do
in a different system, and somebodypops up on the screen and you know,
talks to you about theirs issues,and then I guess it either opens
door A if you're clear, oropens door B if you got to go

(14:39):
get all self up now, I'lltell you. Like that like that I've
not seen and I don't like thatthey pop up, although I wonder if,
like, for example, if youfly into like if I go home
to Montreal, if you fly intothe airport there are Trudeau and like you
go through customs, they have amachine where you kind of do everything on

(15:00):
your own and then it spits outa receipt and then you kind of hand
it to somebody when you walk out. And I but I don't know if
there was a problem what it wouldtell you to do. I have no
idea. But if a TSA agentpopped up on that, that would freak
me the hell out right. Italso TSA. I want them in the
I want them in the airport.I don't want the guy with a like

(15:22):
a like a like a fireplace behindhim sitting there doing that. I want
him at home, yes, Tyle. Well, then Shug has another industry
where she has seen it banking ather credit union. It is a small
TV screen at a phone receiver,and that's how you speak to a teller.
Wait, so you pick up thephone like it's a prison visit,

(15:43):
and on the other side the TVcomes on and it's a teller. Well,
what do you mean the other side, well, the computer? Mind,
Yeah, these the phone so youcan be a little more discreete talking
about your your finances and what you'retrying to do in terms of transactions.
I hope so because the robot,well it's not a robot, it's a
real human being. I guess theyshould do that at a doctor's office too.

(16:04):
Yes, no, Kevin, Ithink I'm contagious. Hello, this
is Kevin. All Kevin does isturned down, your turn him up.
I have not seen that in abank, but it's been a while since
I've been to a bank. Ican't tell you the last time I was
inside of a bank. Hi,Ellie in the morning, Good morning,

(16:29):
Yeah, Hi, who's this?This is Jaron Orlando. I met you
guys when you were down here.Oh you have the son Noah, Yeah,
I remember his name memory, well, of course I remember meeting he
was very nice to meet you atthe park. That was just over a
week ago. Anyway, Yes,what can I do for now? I'm
I'm here in Orlando. And somethingthat we used here that a lot of

(16:52):
possibilities now is neurologists or other specialties. But when we have a patient who
we think is possibly having a stroke, time is of the essence. I
don't know if you've ever heard thephrase time and brain. And so we
don't have time to get a specializedneurologist in a house. So we will
take them down to cat scan andthen wheel in a specialized neurologist on iPad,

(17:18):
and then the nurse helps conduct neurologicexam over the video, and the
doctor will diagnose a stroke over thevideo. I don't know why that makes
sense to me like that, Iunderstand the receptionist one. I don't.
And you would go doctor in houseprobably more important than receptionist in house,

(17:40):
but that at least, and maybeit's because like telehealth is not a big
deal. The receptionist thing just doesn'tmake sense to me at all. And
I think we could all hooking upthe doctor via computer to announce the time
of death is a little bit,a little bit all right, very good,

(18:04):
thank you, ma'am. I appreciateit. What is that that is
from Phil? It's a concierge atan apartment building? And where is that
concierge? Not in that apartment buildingonline? And she just well that's the
other thing that's weird, is likeso if there's if she's not helping anybody,

(18:27):
she just has to sit there andlook at the camera hang out.
But like you said, for theoffice, maybe this condo or apartment or
whatever, maybe she's doing a bunchof apartment building. Just like when you
have to deal with the gate hereand there's a problem, that's not a
direct line just for this building,right, No, I understand. Yeah,
that's why people drive through the gateon time for this. That's why

(18:51):
I'm worried about Kevin. I've seenwhat people do to screens.