In this episode of the RCM ladder, host James Furbush speaks with Laura Kern, Director of Patient Access at the University of Toledo Medical Center. Laura shares insights into succession planning, team development, and building a collaborative culture within patient access and revenue cycle operations.
She explains the unique challenges and strategic changes implemented at UTMC, emphasizing the importance of leadership development, diversity in teams, and effective communication. Laura also offers advice for navigating resistance to organizational change and highlights the significance of empowering employees to grow within the organization.
This episode provides valuable lessons for revenue cycle professionals looking to enhance their leadership skills and optimize team dynamics.
Watch:
Listen: Spotify | Apple Podcasts | YouTube
Highlights:
The importance of a personal board of directors
Why intentional organizational design matters
Leaders must enable employees to work at their highest level
Show Notes:
00:00 Introduction to the RCM Ladder
01:25 Meet Laura Kern: Director of Patient Access
01:42 Understanding the University of Toledo Medical Center
02:49 The Role of Patient Access at UTMC
03:11 Challenges and Innovations in Patient Access
03:45 The Importance of Wayfinding in Healthcare
04:39 Succession Planning and Career Development
06:16 Implementing a New Management Structure
15:50 The Impact of Organizational Changes
18:02 Future Goals and Team Empowerment
23:04 Building a Diverse and Inclusive Team
24:03 Navigating In-Person Interviews
24:21 Challenges in Leadership Hiring
25:34 Overcoming Bias in Team Development
29:06 The Power of Listening
31:18 Building a Leadership Culture
35:46 Understanding Revenue Cycle
37:32 Lightning Round Q&A
39:45 Current Job Openings and Opportunities
42:10 Final Thoughts and Contact Information
