We recently connected with KT Moyer and have shared our conversation below.

KT, looking forward to hearing all of your stories today. How did you come up with the idea for your business?

of care. Corporate and Insurance companies operate as if everyone was just a number and it was hard to provide the quality-of-care patients deserved. During the pandemic my schedule seemed to be packed with 20+ patients a day and sometimes there were 3-4 patients at a time, and if you do the math that doesn’t add up! I wanted to provide a more quality patient experience so that I can actually listen to my patients and better understand what’s going on, so I can better treat the problem. In our area there weren’t many cash-based practices and none of them were providing care at their homes. I came up with a concierge model, which was the first of its kind here in my area. Also, in my area there seems to be a monopoly of big corporate healthcare. As a consumer myself, I had been burned with very poor quality and awful care. I knew that I couldn’t be the only one that wanted something better and like most Type A people I thought “I can do this better myself”. I came up with the idea for a clinic that not only gives high quality care but has convenience and superior customer service. My mission is not only to provide superior quality care, but also educate the patient which mainstream healthcare does not provide. (FYI: A printed handout of a webMD definition of your diagnosis is NOT patient education!) I wanted to give the type of care I would expect to receive myself, or would want someone to treat my family member. I came up with HomeFront Concierge to provide a superior healthcare experience. My vision is to change the face of healthcare not just in the Physical therapy realm, I want to take the superior quality and excellent customer service experience in all forms of health and wellness.

KT, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

I’ve been a Physical Therapist for 12 years, working primarily in the big corporate clinics. I have completed a few certifications and specializing in back and neck pain with focusing on the general “aches and pains” that no one seems to get a reason or explanation of WHY.  I started to notice a trend of my patients had been to all the doctor and specialist appointments, or even tried physical therapy before and nothing seemed to work.  I realized there was a great need for quality healthcare.  My “AH-HA” moment that ignited my passion and yearning to keep learning and to be great came when I was a student.  I saw a patient come to her first visit in a wheelchair because she was in so much pain. By the end of the visit with my instructor she was able to stand and pain eased a little. She returned 24 hours later; walked in without a wheelchair and feeling much better. I knew that I wanted to learn how to do THAT! I have made it my mission and passion to keep learning. I believe in getting down to the root of the problem so it was important to work in an environment that allowed me the time to listen. I also had some great mentors that pushed me to not only treat patients according to the “book” taught in school but to be a “thinking” therapist and critically think about what is doing on. It is important to be able to incorporate the whole person, not just the diagnosis, when treating. I felt that my vision and treatment philosophy set me apart than the rest because my heart and soul has gone into not only patient care but striving for “excellence”. The HomeFront brand is based on superior quality that is the standard I hold myself to. My passion is ignited every time I see a patient walk for the first time, or be able to write a birthday note to his wife, or hearing “you are a lifesaver” because they are back to work. I also seem to hear a common theme from a lot of my patients: they tried Physical therapy and it didn’t work. I seem to get the results other clinics couldn’t because I take the time to listen to my patients.

How did you build your audience on social media?

When I started my business, I had a “non-compete” so I couldn’t advertise or market the traditional way. Social media was the only way I can get the message out to the community aside from showing up to any vendor booth I could get. I started with posting daily and having to grow with the ever-changing algorithm. I would network and connect with local businesses and social media helped me find small businesses that I didn’t know existed in our area. I would make it a point to meet up, message, or try to collaborate with locals to boost brand awareness but also boost other local business owners like myself. I am by no means an “expert” on the whole thing but I saw what other people were doing in my field and tried to get inspiration. I wanted to not only showcase my work or my “why” but also highlight what the business is about. I found a high response when I share not only the “pretty” parts of owning a practice but also the struggles: my family, my sobriety, the behind the scenes. I noticed my following taking off when I started doing reels. I think if you have a brand that has a solid foundation of character and you are genuinely showing up, then the brand will speak for itself. I try not to follow or stress about the algorithm, I just do what feels right, think about what I’d like to see and put that content out into the world.

Can you share a story from your journey that illustrates your resilience?

Again, my experience was in the corporate world and I have 2 stories. One clinic really harped on productivity: not only charging more but also making sure patients came 3 times a week. My superiors met with me and said my numbers were low and the high cancellation rate was directly related to my quality as a clinician. It was always expressed that if patients aren’t coming in, it was because the therapist wasn’t doing a good job. I had always dealt with pressures like that and my next job had similar productivity standards but it was a private practice run as a franchise. I opened a clinic for them in my area and was in the black within 3 months. I even held some records of patient referrals and numbers of visits in the short time we opened. I had worked for this company for a few years and the clinic I managed was always one of the top performers. Long story short, they sold the company to a very large corporate brand with the same old BS. After the sale I was moved to a different clinic that had always been performing low which I had worked hard and brought the clinic up to be profitable. All that came with a cost, I was extremely burned out. I was doing all the clinical management, treatment, and marketing on my own with of course the same old gripes about productivity. One day my superior came to the clinic and I was written up twice and scolded for high cancellation rates and poor clinic performance, you name it they were complaining about it. They even went as far to scold my character and say I was acting in an unprofessional manner.  I don’t want to admit it but that broke my spirit. I absolutely love what I do and even though MY name wasn’t on the door, I always acted as it was my own practice because I am who the patients will remember.. Your reputation follows you wherever you go and spreads like wildfire, so to have my professionalism questioned absolutely crushed me. Comparing a cancellation rate to the quality of my care that I gave, when I went to great lengths to make sure the patient was taken care of, just broke me. It was at that point that I knew I had to get out. After talking with my husband and friends/co-workers who assured me that was not an accurate representation of my work, I picked myself back up and started making a plan. Hence: HomeFront was born! Side note: today my cancellation rate has never gone above 3% since opening, usually I can count on 1 hand how many will cancel in a month! So it is safe to safe that was NOT an accurate representation!

Contact Info:

• Website: homefrontpt.com
• Instagram: @drconciergept
• Facebook: @drconciergept

Image Credits
Victoria Hensley of Johnson City Aerial Photography