INFORMAZIONI SU QUESTO EPISODIO
I have been telling doctors for years that their payment processing is fine right up until the day it is not, and I finally brought on the person I built Mavrix Payments with to explain why. Chris Flores has run USA Payments for a decade, working almost entirely in healthcare, telehealth, and pharmacy. He opens with a client from telehealth's ground floor who could not get an account anywhere — Square, PayPal, Stripe all shut him down — and now does hundreds of millions a year. Then he lays out a framework most owners have never heard: three risk pillars — reputational, dispute, and regulatory — healthcare sitting squarely in the third. The moment you start shipping product or prescribing in a card-not-present environment, liability follows it back to the bank — and no bank wants another lawsuit at its door.
The story I tell on air is about one of my clients. Everything was running fine — until ten days later, when a twelve-thousand-dollar charge for an urgent biologics procedure got his account shut down and his money frozen overnight. Chris's response is worth sitting with: he sells prevention, but people call him for a cure once thousands are already held. He also points out what nobody wants to hear: everyone claims a great relationship with their banker, and six months later that banker has moved on.
Then it turns into the most honest leadership talk I have had on this show. Chris talks about the delegation problem — putting people into leadership roles without the experience — and how good intentions do not equal success. He talks about letting go of people who were nearly family, hiring inside his own family — he jokes USA Payments should be called Family Payments — and the moment, a few years ago, when he realized he was not in the right headspace and had to put family first. I share my version: the day I fired fifteen people in a row at the University Club, and how that permanently changed how close I let my team get. We land on the same conclusion from opposite directions. You can never afford the person you need to hire, and you should hire them anyway.
We close on the medical industry itself. Chris sees cash pay accelerating, peptides and compounding expanding, and the same pattern he watched during the CBD boom of the twenty-tens — his line: the guy selling peptides online this week sold garage doors last week. His advice for doctors who have never gone beyond their clinic walls is simple: you already have a patient base, and it wants more from you than the one thing it comes to you for.
- - - - -
About the Guest:
Chris Flores is the founder of USA Payments, the healthcare-focused payment processing company he has run for a decade. He spent his early career in marketing and business development, running his own agency until healthcare, supplement, and early-CBD clients kept telling him the same thing — great product, no way to take payments. So he sold the agency and moved into payments full time.
By his own account, he was in business at six, opening packs of Pokémon cards, pulling the shiny one, resealing the pack, reselling it at the park — until parents started knocking on his mother's door. By eleven, he ran an eBay store selling model ships sourced from downtown Los Angeles. He is first-generation American, son of parents who built insurance and import-export businesses, and lives in Los Angeles with his wife of thirteen years and two children. His company has grown from three people to roughly fifty, and much of this conversation is him thinking out loud about what that required of him as a leader.
- - - - -
Connect with Chris Flores at USAPayments.com
- - - - -
Connect with us:
Schedule a Discovery Call at MavrixProfitSystem.com
Subscribe: Spotify, Apple Podcast & iHeart Radio
PODCAST
Produced by: https://drtalks.com/podcast-service/
