Katina Robinson, Patient Access Manager at Methodist Hospital for Surgery, has built a notable career in revenue cycle management (RCM). Starting in emergency department (ED) registration, she discovered her passion for healthcare’s administrative side and steadily advanced through various roles in patient access and RCM.
In her current role, Robinson leads a team dedicated to enhancing patient experiences through streamlined financial processes and effective communication.
As Robinson reflects on her career, she shares invaluable insights into the unique challenges and lessons she’s encountered. Her experiences underscore the importance of active listening, adaptability, and resilience in RCM.
Understanding the Role of Active Listening in Revenue Cycle Management
Robinson emphasizes the importance of active listening—a skill she honed early in her career. In ED registration, patients often shared medical details and financial concerns, such as fears over paying their medical bills. Listening closely allowed Robinson to identify when patients might need financial assistance, even if they didn’t explicitly ask for it.
In revenue cycle management, active listening is essential for patient interactions and internal communications. Robinson notes that by attentively gathering patient information, RCM professionals can connect patients with resources that help alleviate their financial worries. Within the RCM team, listening also supports collaboration, as team members share critical insights and address operational challenges effectively.
Active listening has become one of Robinson’s core practices, helping her identify and address patient needs efficiently. She encourages new RCM professionals to focus on developing this skill early. It builds trust and lays the groundwork for a supportive and empathetic approach to patient access.
Recognizing the Importance of Self-Starting and Initiative
Taking the initiative has been crucial to Robinson’s success in revenue cycle management. Her journey from a frontline ED role to management is marked by a proactive approach—identifying process gaps, seeking additional training, and volunteering for projects that allowed her to build new skills. Robinson explains that positioning herself as a go-to resource gave her valuable experience across RCM functions, such as analyzing charges and correcting billing issues.
For Robinson, being a self-starter means more than just completing assigned tasks; it involves looking for ways to add value. For example, when she saw a need for reports or identified inefficiencies in access workflows, she volunteered to address them. This hands-on involvement helped her understand the intricacies of revenue cycle processes and gave her an edge when pursuing promotions.
Her advice to RCM professionals is actively seeking opportunities to broaden their expertise. She believes those who go beyond their job descriptions by learning and problem-solving become invaluable assets to their teams and organizations.
Overcoming Negative Perceptions of Revenue Cycle Teams
Robinson was surprised by the common misconceptions surrounding patient access and RCM roles, especially from colleagues outside her department. Often viewed as the “front-end” responsible for errors, patient access teams can carry an undeserved stigma. This happens despite their critical role in ensuring accurate billing and smooth patient experiences.
In reality, Robinson’s team works tirelessly to address complex insurance requirements and verify patient information to prevent costly errors. One small mistake, like a missing digit in an insurance number, can lead to claim denials, yet the front-end team is often held accountable for such errors. Robinson stresses the importance of effectively recognizing the value RCM teams bring to patient care by managing financial barriers.
Determined to shift this perception, Robinson actively advocates for her team’s contributions, educating other departments on the challenges and intricacies of patient access. By fostering interdepartmental respect and understanding, she’s helping to build a more cohesive, supportive healthcare environment. For revenue cycle management professionals, she advises finding ways to communicate the importance of their roles to colleagues and leadership.
Balancing Empathy with Process in Patient Access
One of the hardest parts of Robinson’s job is navigating sensitive conversations with patients and their families, especially in high-stress situations. She recalls instances where she needed to request insurance information from distraught families facing medical crises. These moments require a delicate balance—empathizing with the patient while ensuring the organization collects the necessary details to avoid billing issues later on.
Empathy is critical in revenue cycle management. Robinson believes that showing compassion in difficult conversations helps ease patient concerns and fosters trust. At the same time, RCM professionals must remain clear and focused on process requirements to keep revenue cycles running smoothly. Robinson credits training with helping her develop strategies for handling these challenging interactions.
For those new to RCM, Robinson advises building a foundation of empathy and understanding in all patient interactions. She stresses that this approach improves the patient experience and enhances the organization’s reputation. Moreover, an empathetic approach in RCM can reduce patient complaints and streamline the financial process, making it easier for teams to meet their objectives.
Navigating Constant Changes in Payer Guidelines
A significant challenge in revenue cycle management is keeping up with frequently changing payer guidelines. Robinson recalls a particularly difficult experience when a payer introduced a new requirement for certain tests, such as mandating CT scans before MRI coverage. Communicating these changes to physicians, who may feel their patients’ needs are being compromised, is a delicate but necessary part of the RCM role.
In RCM, constant regulatory and payer policy changes demand flexibility and a willingness to adapt. Robinson shares that staying updated on these guidelines is essential for protecting revenue and maintaining physician relationships. Revenue cycle leaders must ensure their teams understand and can implement these changes swiftly, minimizing disruptions to patient care.
Robinson recommends RCM professionals prioritize continuous learning and collaboration to stay informed of policy updates. She believes organizations should invest in training to help RCM staff navigate payer shifts smoothly. Being proactive and informed enables RCM teams to handle these regulatory demands effectively, preventing issues that could impact revenue and patient satisfaction.
Embracing Career Growth in Revenue Cycle Management
For Robinson, career development in RCM has been a rewarding journey filled with both challenges and accomplishments. Although she initially didn’t see herself staying in healthcare, her passion for patient access and her desire to make a difference drove her forward. Looking ahead, she aspires to transition into roles that combine her love of training and data analytics—two areas she feels can significantly improve patient access and financial accuracy.
Robinson has found her “sweet spot” in RCM, where she can train new staff and analyze data to enhance performance. She believes that by fostering well-informed teams, patient access can improve both patient and organizational outcomes. Training allows her to share her knowledge and inspire her staff, while analytics help her identify improvement areas and streamline workflows.
For RCM professionals aiming to advance, Robinson emphasizes setting clear career goals and pursuing roles that align with their strengths. Whether aspiring to leadership or specialized roles, she believes RCM professionals should seek continuous improvement and embrace new challenges to build a fulfilling career.
Learning from Robinson’s Journey in Revenue Cycle Management
Katina Robinson’s journey in revenue cycle management offers valuable lessons for professionals at all stages. Her insights highlight the importance of active listening, self-motivation, and empathy in building a successful RCM career. Robinson’s commitment to patient access and her proactive approach demonstrate how RCM professionals can make a meaningful impact within their organizations.
If you’re looking to streamline your revenue cycle processes and improve patient access, consider partnering with AccessOne. Our team provides patient-centered financial solutions designed to support revenue cycle goals and enhance patient satisfaction. Contact us today to learn how we can help you optimize your revenue cycle management.
