In this episode of the RCM Ladder, host James Furbush sits down with Laura Kern, the Director of Patient Access at the University of Toledo Medical Center (UTMC).
Laura discusses the unique aspects of UTMC as an academic health system and her innovative approach to succession planning and team development within patient access.
She explains the cultural shift she's spearheaded to break down silos and promote internal growth through strategic restructuring and fostering collaboration. Laura also shares valuable insights on the importance of listening, diversity, and empowering leaders across the organization, while reflecting on her personal journey and growth as a leader.
The conversation covers the challenges and future ambitions for Laura's team, highlighting the importance of building a cohesive culture in the ever-evolving landscape of healthcare reimbursement.
00:00 Introduction to the RCM Ladder
00:28 Sponsor Shoutout: The Health Exchange
01:25 Meet Laura Kern: Director of Patient Access
01:42 Unique Aspects of University of Toledo Medical Center
02:49 Patient Access Responsibilities and Challenges
04:39 Succession Planning and Career Development
12:26 Implementing Organizational Changes
15:43 Impact of Organizational Changes
18:02 Future Goals and Team Empowerment
23:04 Diversity in Team Building
24:03 Challenges of In-Person Interviews
24:21 Finding the Right Leadership Fit
25:16 Overcoming Team Resistance
25:34 Recognizing and Developing Talent
29:06 The Importance of Listening
31:18 Building a Leadership Culture
35:46 Understanding Revenue Cycle
37:32 Lightning Round Q&A
39:45 Job Opportunities at UTMC
42:10 Final Thoughts and Contact Information
