In this episode of the MGMA Week in Review podcast, hosts Daniel Williams, Senior Editor at MGMA, and Colleen Luckett, Editor and Writer at MGMA, discuss the latest news and insights for medical practice leaders and MGMA members.

Major Topics

• Bipartisan legislation to improve healthcare cybersecurity after a ransomware attack
• The need for more institutional support for physicians treating addiction
• The importance of flexible goal setting for personal and professional growth
• The resurgence of nurse self-scheduling in healthcare

Key Takeaways

• Healthcare Cybersecurity Act:
  • Introduced by Senators Jackie Rosen, Todd Young, and Angus King, this act aims to coordinate cybersecurity efforts between government agencies to protect patient data and healthcare systems.
• Support for Physicians Treating Addiction:
  • Physicians lack the necessary training, resources, and administrative support to effectively treat addiction, leading to frustration and an uphill battle.
  • "We're expected to manage complex addiction cases, but without proper training and support, it's an uphill battle." - Physician quoted in the article
• Flexible Goal Setting:
  • Flexible goal setting, where goals are seen as adaptable and malleable, can enhance chances of success and foster a more fulfilling path to achieving aspirations.
  • "When goals are too rigid, they become a source of stress and frustration. Flexibility allows for a healthier relationship with our ambitions, making the journey as rewarding as the destination." - Erica Pandy, author of the Harvard Business Review article
• Nurse Self-Scheduling:
  • Nurse self-scheduling, where nurses have autonomy to choose their own work shifts, is making a comeback due to electronic scheduling systems and nurses' demands for more flexibility. This can lead to higher job satisfaction, reduced burnout, and better patient care.

Resources

• Health Care Cybersecurity Act
• Medical Economics article on addiction treatment
• FTC and Healthcare Consolidation
• Harvard Business Review article on flexible goal-setting
• Becker's Clinical Leadership article on nurse self-scheduling

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

Daniel Williams: dwilliams@mgma.com

Ryan Reaves: rreaves@mgma.com

Colleen Luckett: cluckett@mgma.com
Cristy Good: cgood@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

Midmark
Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments.

With a deep understanding of the healthcare environment, Midmark helps physicians and care teams deliver exceptional patient care through seamless room design, better equipment, smarter workflows and integrated technologies.

Midmark can help you improve clinical outcomes and eliminate the barriers preventing seamless, well-coordinated patient care. Visit our website to learn more about Midmark, or join us for the MGMA webinar on October 24, or on demand at MGMA.com.

RingCentral:
We’d like to thank RingCentral for their sponsorship. You can visit their website at ringcentral.com to learn how they’re helping healthcare organizations create the ideal patient experience with AI powered communications; helping to reduce risk, drive efficiency, and improve patient satisfaction.

In this episode of the MGMA Insights Podcast, host Daniel Williams sits down with Sarah Clark, owner of Sarah Clark Consulting, as she dives into the crucial aspects of improving patient experience and increasing profits within medical practices. This discussion explores practical strategies to help medical practice leaders tackle common challenges and elevate their operations.

Major Takeaways:

The 4 Ps to Success:

• Process: Streamlining administrative workflows to enhance efficiency and reduce patient wait times.
• People: Investing in staff training and development to improve patient interactions and satisfaction.
• Paperwork: Simplifying documentation processes to minimize errors and improve compliance.
• Patients: Focusing on patient-centric care to boost overall satisfaction and loyalty.

Key Strategies for Enhancing Patient Experience:

• Implementing robust feedback systems to understand patient needs and expectations.
• Utilizing technology to facilitate better communication and streamline appointment scheduling.

Increasing Profits Through Improved Processes:

• Identifying and eliminating bottlenecks in practice operations.
• Leveraging data analytics to make informed decisions about resource allocation and service offerings.

Resources:
Sarah Clark Consulting

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

Daniel Williams: dwilliams@mgma.com

Ryan Reaves: rreaves@mgma.com

Colleen Luckett: cluckett@mgma.com
Cristy Good: cgood@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

Midmark
Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments.

With a deep understanding of the healthcare environment, Midmark helps physicians and care teams deliver exceptional patient care through seamless room design, better equipment, smarter workflows and integrated technologies.

Midmark can help you improve clinical outcomes and eliminate the barriers preventing seamless, well-coordinated patient care. Visit our website to learn more about Midmark, or join us for the MGMA webinar on October 24, or on demand at MGMA.com.

RingCentral:
We’d like to thank RingCentral for their sponsorship. You can visit their website at ringcentral.com to learn how they’re helping healthcare organizations create the ideal patient experience with AI powered communications; helping to reduce risk, drive efficiency, and improve patient satisfaction.

In this episode of the MGMA Insights Podcast, host Daniel Williams speaks with Sharon Sagarra, MBA, FACMPE, owner of Sagarra Medical Consulting, and an MGMA Consultant. Sharon shares her extensive experience in healthcare management and provides actionable strategies for medical practice leaders to optimize compensation and benefits plans for their employees. Her insights are particularly relevant for those attending the upcoming MGMA Staffing Conference, where she will present on this very topic.

Practical Takeaways for Medical Practices

1. Develop a Comprehensive Budget

Maintaining a detailed budget is essential for managing financial challenges such as rising minimum wages and decreasing insurance reimbursements. "Make sure you're doing a budget. I was surprised the last two practices I was at did not have a budget," Sagarra emphasizes. A comprehensive budget helps practices monitor expenses, identify cost-saving opportunities, and allocate resources efficiently​

2. Streamline Operations and Utilize Group Purchasing

Streamlining operations and leveraging group purchasing organizations can significantly reduce costs. Sagarra advises, "Look at supplies that could be streamlined with maybe one or two vendors or group purchasing organizations." This strategy helps negotiate better rates and simplifies inventory management, reducing both costs and administrative burdens​.

3. Automate to Improve Efficiency

Implementing automation can help reduce payroll and overtime expenses while enhancing staff efficiency. Sagarra notes, "Automation of tasks can make things easier for your staff, reducing costs in payroll and overtime." Automating billing, appointment scheduling, and other administrative tasks frees up staff time for more impactful activities​.

Resources Mentioned

• MGMA Staffing Conference Information
• Sagarra Medical Consulting
• Sharon Sagarra on MGMA
• Sharon Sagarra on LinkedIn

Midmark
Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments.

With a deep understanding of the healthcare environment, Midmark helps physicians and care teams deliver exceptional patient care through seamless room design, better equipment, smarter workflows and integrated technologies.

Midmark can help you improve clinical outcomes and eliminate the barriers preventing seamless, well-coordinated patient care. Visit our website to learn more about Midmark, or join us for the MGMA webinar on October 24, or on demand at MGMA.com.

RingCentral:
We’d like to thank RingCentral for their sponsorship. You can visit their website at ringcentral.com to learn how they’re helping healthcare organizations create the ideal patient experience with AI powered communications; helping to reduce risk, drive efficiency, and improve patient satisfaction.

In this episode of the MGMA Member Spotlight podcast, host Daniel Williams sits down with Delores McNair, Division Administrator at Duke University School of Medicine, and Bryana Blanco, Nursing Development Specialist at AdventHealth. Together, they discuss the MGMA Mentorship Program, their personal healthcare journeys and the importance of mentorship in career development.

Healthcare Journeys:

Delores shares her inspiring journey from temp worker to healthcare administrator, emphasizing the crucial role that mentors played in her career progression. Highlighting the value of MGMA resources for early-career professionals, Bryana describes her experience as a nurse during the COVID-19 pandemic and her transition into healthcare administration.

About the MGMA Mentorship Program:

Delores and Bryana discuss their experiences with the MGMA Mentorship Program, highlighting its effective structure, flexibility, and the meaningful professional relationships it fosters. The program provides the following benefits to MGMA members at various career stages:

• A structured yet flexible framework for mentorship relationships
• Facilitated networking and relationship-building across different areas of healthcare administration
• Pairing mentees with mentors based on the mentee's expressed interests and goals
• Flexible communication methods and frequency that accommodate both parties' schedules and preferences
• Opportunities for both mentors and mentees to learn and grow professionally
• Accessible and affordable, with options for student memberships

Actionable Tips:

• If you are participating in the mentorship program as a mentee, take the initiative and reach out to your assigned mentor, setting up regular communication.
• Develop a clear set of goals and expectations for the mentorship relationship to maximize its benefits.
• Utilize various communication methods (email, text, video calls) to maintain regular contact with your mentor/mentee, respecting each other's time and preferences.
• Look for opportunities to give back to the healthcare community through volunteering or mentoring others, even early in your career.
• Seek out opportunities for continuous learning, such as MGMA's certificate programs to enhance your skillset.

Resources:

2024 MGMA Mentorship Program
MGMA Certificate Programs
MGMA Conferences

We Want to Hear From You:

Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

• Daniel Williams: dwilliams@mgma.com
• Ryan Reaves: rreaves@mgma.com
• Colleen Luckett: cluckett@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

Midmark
Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments.

With a deep understanding of the healthcare environment, Midmark helps physicians and care teams deliver exceptional patient care through seamless room design, better equipment, smarter workflows and integrated technologies.

Midmark can help you improve clinical outcomes and eliminate the barriers preventing seamless, well-coordinated patient care. Visit our website to learn more about Midmark, or join us for the MGMA webinar on October 24, or on demand at MGMA.com.

RingCentral:
We’d like to thank RingCentral for their sponsorship. You can visit their website at ringcentral.com to learn how they’re helping healthcare organizations create the ideal patient experience with AI powered communications; helping to reduce risk, drive efficiency, and improve patient satisfaction.

Welcome to the MGMA Insights podcast. In today's episode, we have the pleasure of speaking with Shep Hyken, a renowned customer service and experience expert. Shep is the Chief Amazement Officer at Shepard Presentations and has been inducted into the National Speakers Association's Hall of Fame for his lifetime achievements in professional speaking. With over 30 years of experience, Shep has worked with some of the world's best brands to build a culture centered around the customer. Today, we'll explore key findings from his latest ACA Study on customer service and discuss how healthcare providers can enhance their patient experience.

Summary and Resources

In this episode, Shep shares valuable insights on the current state of customer service and experience, emphasizing the importance of delivering exceptional service in today's competitive landscape. Key topics discussed include:

1. Customer Experience Trends: Highlighting how customer expectations have never been higher, Shep discusses the need for businesses to compare their service with competitors as well as every industry.
2. Key Findings from the ACA Study: One notable statistic from Shep's study reveals that 79% of customers would switch to a competitor for a better customer experience. This underscores the need for businesses, including healthcare providers, to prioritize customer satisfaction.
3. Strategies for Healthcare: Shep provides actionable strategies for medical practices to enhance patient experience, focusing on convenience and personalization.
4. Building a Supportive Culture: Emphasizing the importance of a strong support network, Shep discusses how healthcare leaders can foster a collaborative and supportive environment among their staff.
5. Future of Customer Experience: Looking ahead, Shep shares trends that will shape the future of customer service, particularly in the healthcare sector.

For more information and resources, visit Shep Hyken's website at https://hyken.com/.

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

Daniel Williams: dwilliams@mgma.com

Ryan Reaves: rreaves@mgma.com

Colleen Luckett: cluckett@mgma.com
Cristy Good: cgood@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

Midmark
Founded in 1915, Midmark Corporation is the only company transforming healthcare experiences through innovative design within the medical, dental and animal health environments.

With a deep understanding of the healthcare environment, Midmark helps physicians and care teams deliver exceptional patient care through seamless room design, better equipment, smarter workflows and integrated technologies.

Midmark can help you improve clinical outcomes and eliminate the barriers preventing seamless, well-coordinated patient care. Visit our website to learn more about Midmark, or join us for the MGMA webinar on October 24, or on demand at MGMA.com.

RingCentral:
We’d like to thank RingCentral for their sponsorship. You can visit their website at ringcentral.com to learn how they’re helping healthcare organizations create the ideal patient experience with AI powered communications; helping to reduce risk, drive efficiency, and improve patient satisfaction.

In this episode of the MGMA Business Solutions podcast, host Daniel Williams sat down with Tara Osseck, Regional Vice President of Recruitment at Jackson Physician Search, and Jenny Binner, Associate Vice President of Emergency Medicine Services at locumtenens.com. The discussion centered on the critical importance of effective onboarding processes for both permanent and locum tenens physicians, drawing insights from recent research conducted in collaboration with AAPPR. They also discuss the upcoming MGMA webinar on Elevating Physician Onboarding for Better Engagement, Impact and Long-Term Retention.

Actionable tips:

• Develop a formal, comprehensive onboarding process that extends beyond basic orientation, focusing on relationship-building and long-term integration.
• Implement a system for gathering feedback from newly onboarded physicians to continuously improve the process.
• Create customizable onboarding checklists and templates that can be tailored for different roles and specialties.
• Establish clear communication channels and multiple points of contact for new hires during the onboarding process.
• Develop key performance indicators (KPIs) to measure the effectiveness of the onboarding program and make data-driven improvements.

Resources:

Jackson Physician Search

Locumtenens.com

AAPPR

MGMA Webinar: Elevating Physician Onboarding

We Want to Hear From You:

Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

• Daniel Williams: dwilliams@mgma.com
• Ryan Reaves: rreaves@mgma.com
• Colleen Luckett: cluckett@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!