As the Director of Patient Access at the University of Toledo Medical Center (UTMC), Laura Kern has been at the forefront of driving change and innovation within her team. UTMC's unique position as an academic health system presents both opportunities and challenges, and Laura has embraced the task of adapting her approach to meet the evolving needs of her organization.
Embracing the Complexities of Patient Access
Patient access is a critical component of the healthcare ecosystem, responsible for managing the complex web of insurance eligibility, authorizations, and financial counseling. At UTMC, Kern and her team are tasked with ensuring a seamless experience for patients, from the initial point of contact to the final billing and payment processes.
As Laura explains, "Patient access is the gateway to the healthcare system. We're the first point of contact for patients, and it's our responsibility to guide them through the often-confusing landscape of healthcare reimbursement and financial obligations." This role requires a delicate balance of empathy, problem-solving, and technical expertise, as the patient access team navigates the ever-changing landscape of healthcare regulations and payer requirements.
Cultivating a Culture of Succession and Growth
One of Laura's key priorities as a leader has been to foster a culture of succession planning and career development within her team. She recognizes the importance of nurturing talent and providing opportunities for growth, both for the benefit of her team members and the long-term success of the organization.
Laura's approach to succession planning involves a strategic restructuring of her team, breaking down silos and encouraging cross-training to promote a more holistic understanding of the patient access process. "We've really focused on breaking down those silos and getting people to understand the bigger picture," she explains. "By empowering our team members to take on new responsibilities and develop their skills, we're not only strengthening our organization, but also creating a more engaged and motivated workforce."
Implementing Organizational Changes: Challenges and Opportunities for Patient Access
Implementing organizational changes can be a daunting task, but Laura has embraced the challenge with a thoughtful and collaborative approach. She recognizes that change can often be met with resistance, and she has worked diligently to address the concerns of her team members and foster a sense of buy-in.
One of the key strategies Laura has employed is to prioritize communication and transparency. "We've really focused on breaking down those silos and getting people to understand the bigger picture," she explains. "By keeping our team informed and involved in the decision-making process, we've been able to build trust and overcome the natural resistance to change."
Additionally, Laura has emphasized the importance of empowering her team members to take on new responsibilities and develop their skills. "We've implemented a lot of cross-training and job shadowing opportunities," she says. "By giving our team members the tools and support they need to succeed, we're not only strengthening our organization, but also creating a more engaged and motivated workforce."
The Importance of Diversity and Inclusion
As a leader, Laura recognizes the crucial role that diversity and inclusion play in building a strong and resilient team. She has made a concerted effort to cultivate a team that reflects the diverse communities UTMC serves, and she has seen firsthand the benefits of this approach.
"Diversity brings a wealth of perspectives and experiences to the table," Laura explains. "By embracing diversity, we're able to better understand the unique needs of our patients and develop more tailored solutions to meet their needs." This commitment to diversity has also helped to foster a more inclusive and collaborative work environment, where team members feel empowered to share their ideas and contribute to the organization's success.
Navigating the Challenges of the Evolving Healthcare Landscape
The healthcare industry is constantly in flux, and Laura and her team at UTMC are no strangers to the challenges that come with this ever-changing landscape. From navigating the complexities of reimbursement to adapting to new regulatory requirements, the patient access team must remain agile and proactive in their approach.
One of the key focus areas for Laura and her team has been on building a cohesive culture that can withstand the pressures of the evolving healthcare environment. "We've really emphasized the importance of collaboration and communication within our team," she explains. "By fostering a sense of shared purpose and mutual support, we're better equipped to navigate the challenges we face and continue to provide exceptional service to our patients."
Empowering the Next Generation of Leaders
As a seasoned leader, Laura is committed to nurturing the next generation of patient access professionals. She has made a concerted effort to identify and develop emerging talent within her team, providing mentorship, training, and opportunities for growth.
"I firmly believe that the success of our organization depends on our ability to cultivate strong leaders at all levels," Laura says. "By investing in the development of our team members, we're not only strengthening our own operations, but also contributing to the broader growth and advancement of the healthcare industry as a whole."
The Power of Listening and Empathy
At the heart of Laura's approach to leadership is a deep commitment to listening and empathy. She recognizes that effective leadership is not just about issuing directives, but about truly understanding the needs and concerns of her team members.
"I make it a point to regularly check in with my team, to listen to their ideas and concerns, and to provide the support and resources they need to succeed," Laura explains. "By fostering an environment of open communication and mutual respect, we're able to build a stronger, more cohesive team that is better equipped to serve our patients and our organization."
Building a Leadership Culture: Lessons Learned
Throughout her journey as a leader, Laura has learned valuable lessons about the importance of cultivating a strong leadership culture within her organization. She has recognized that effective leadership is not just about individual performance, but about creating an environment that empowers and supports all team members to reach their full potential.
"One of the key things I've learned is that leadership is not a top-down approach," Laura explains. "It's about creating a culture where everyone feels empowered to take ownership of their work and contribute to the overall success of the organization. By fostering a collaborative and supportive environment, we're able to unlock the full potential of our team and drive meaningful change."
Embracing the Future: Opportunities and Ambitions
As Laura looks to the future, she is excited about the opportunities that lie ahead for UTMC's patient access team. She is committed to continuing to drive innovation and improvement, while also empowering her team members to take on new challenges and grow in their roles.
"We're constantly exploring new ways to enhance the patient experience and improve the efficiency of our operations," Laura says. "Whether it's implementing new technologies, streamlining our processes, or developing more personalized support for our patients, we're always striving to stay ahead of the curve and deliver the best possible care."
At the same time, Laura is deeply committed to nurturing the next generation of patient access leaders. She is actively involved in mentoring and coaching her team members, and she is passionate about creating opportunities for professional development and growth.
"I believe that the future of healthcare depends on our ability to cultivate strong, visionary leaders who are committed to driving positive change," Laura says. "By investing in the development of our team members and fostering a culture of continuous learning and improvement, we're not only strengthening our own organization, but also contributing to the broader advancement of the healthcare industry as a whole." Let us help you with the challenges within your organization. Get in touch to find out more!
