Mgma Small Talk

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 ResourcesIn 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:Customer Experience Trends: Highlighting how customer expectations have never been higher, Shep discusses the need for businesses to

Welcome to the MGMA Week in Review Podcast. Host Daniel Williams, Senior Editor at MGMA, is joined by Cristy Good, Senior Advisor, and Colleen Luckett, Writer and Editor. We have an exciting episode lined up, combining insights from our 'Ask an Advisor' series with the latest developments in healthcare practices. Let's dive right in!Story 1: Importance of Language Services in Medical PracticesSummary: Effective communication in healthcare is essential, especially for patients with Limited English Proficiency (LEP). Our first story discusses the necessity of providing language interpreter services in medical practices to ensure patients receive the best care possible.Actionable Takeaways:Display Signage: Ensure signage about language services is clearly visible in waiting areas and reception desks.Multilingual Welcome Signs: Use bright and welcoming multilingual signs to greet patients.Language Cards/Posters: Provide language cards or posters for patients to indicate their preferred language.Direct Link to Art

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 communicati

In this episode of the MGMA Insights Podcast, host Daniel Williams welcomes guest Stewart Gandolf, CEO at Healthcare Success. Gandolf shares his extensive experience in healthcare marketing, dating back to the 1990s when he started teaching private practice doctors about effective marketing strategies. During the conversation, Gandolf provides an overview of the six basic levers of marketing strategies for medical practices, including traditional advertising, branding, digital marketing, patient experience, doctor referral building, and public relations. In the face of healthcare consumerism and increased competition, it's crucial for medical practices to adapt their marketing approach to protect and grow their patient base. According to Gandolf, this adaptation should consider the following strategies:1. Focus on the patient experience: Prioritize providing an exceptional patient experience, from the initial contact to post-visit follow-up. This can help build loyalty and encourage word-of-mouth referrals.2.

In this episode of the MGMA Podcast Network's Week in Review, hosts Daniel Williams and Colleen Luckett discuss a range of healthcare industry news and insights. They cover strategies for overcoming impostor syndrome in leaders, the impact of the Supreme Court's Chevron deference decision on healthcare policy, cybersecurity threats targeting the healthcare sector, and the Biden administration's investment in geriatric care training programs.Sources and Resources Mentioned:- Axios article: "Courts become the new health policy arena"- Becker's Hospital Review article: "Executives' playbook: Beating imposter syndrome"- Health IT Security article: "FBI and HHS released joint cybersecurity advisory on social engineering threats affecting healthcare sector"- Harvard Business Review article: "How to Talk to an Employee Who Isn't Meeting Expectations"- Fierce Healthcare article: "Biden administration awards $206 million to geriatrics clinician training programs"MGMA Resources:MGMA StatAsk an AdvisorMGMA MembershipMGM

In this episode of the MGMA Member Spotlight, host Daniel Williams interviews Kendra Yahns, Executive Director of Perkins Spine and Sports Medicine. Yahns shares her journey in healthcare leadership, discusses the benefits of internship programs in private practices and emphasizes the importance of leadership training in healthcare management.Healthcare Leadership Journey: Starting on the frontlines provides valuable insight into leadership needs and patient flow.Transitioning between different healthcare sectors can offer unique perspectives on management.Internship Program Innovation:Internships can bridge the gap between academic education and practical skills in healthcare management.Well-structured internship programs can help practices stay lean while providing valuable experience to students.Recruitment Challenges:There's a disconnect between academic degrees and the skills required for entry-level healthcare management positions.Hiring managers often struggle to find candidates with the right mix of e

In this episode of the MGMA Member Spotlight podcast, host Daniel Williams welcomes Bill Kenney, CEO of Dermatology Consultants, to share his expertise in developing an employee wellness program. Bill discusses his background in healthcare management and social work. He outlines Dermatology Consultants' size and scope and his role overseeing 180 employees across four clinic locations. Kenney is a featured speaker at the upcoming MGMA Staffing Conference on August 15-16, 2022 in Burlington, MA. Key Takeaways- Investing in an outside consulting group was critical to keeping the wellness program on track and staff accountable. - Engaging physician leaders from the start helped gain buy-in for initiatives. - Quarterly competitions and a symbolic "goat trophy" drive fun, healthy competition between teams. - Involving staff in planning ensures activities appeal to their interests. - Measuring engagement, costs, satisfaction and goal achievement indicates program success. On Physician EngagementSome of the key chal

Welcome to the MGMA Week in Review podcast. Hosted by Daniel Williams, Senior Editor at MGMA, and Colleen Luckett, Editor and Writer at MGMA. This episode covers the latest healthcare news and trends, including strategies for managing rising operating costs, solutions for staffing challenges, and innovative ideas for repurposing closed rural hospitals. Key Takeaways:Rising Operating Expenses (03:21 - 05:20)Stat Poll Results: 92% of medical group leaders report increased operating expenses in 2024, up from 89% in 2023.Cost Drivers: Major expense drivers include rising salaries (cited by 60% of respondents), medical supplies, and utilities.Financial Strategies: Practice leaders are combining offices, renegotiating contracts, and switching vendors to manage costs.Staffing Challenges and Solutions (05:21 - 08:50)Compensation Trends: Administrative staff saw a median total compensation increase of 4.7%, while nursing staff saw a 3.2% increase.Regional Variations: Western Region salaries are higher, with administra

Welcome to another episode of the MGMA Insights Podcast, hosted by Daniel Williams. In this episode, Daniel interviews Lisa Stockdale, Director of Value-Based Care at Silver Cross Hospital. They discuss healthcare management, innovative care models, the importance of teamwork, and the integration of digital transformation to improve patient outcomes. Major TakeawaysValue-Based Care Implementation (6:00-11:30)Lisa's role involves managing approximately 70,000 value-based lives, focusing on improving outcomes in the ambulatory setting through various risk contracts and pay-for-performance models."We focus on delivering quality care that not only meets the needs of our patients but also optimizes healthcare resources effectively."Remote Care Management (18:30-23:00)A significant initiative at Silver Cross involves engaging patients with chronic conditions through a text-based platform. This program has shown an average savings of $1,400 per beneficiary per year."We are starting to see trends of approximately $1,

Welcome to the MGMA Week in Review podcast. Hosted by Daniel Williams, Senior Editor at MGMA, along with co-host Colleen Luckett, Editor and Writer at MGMA. This episode covers the latest healthcare news and trends, including innovative ways to attract younger generations to healthcare careers, essential tips for transitioning practice ownership, and updates on significant industry events. Let's dive in!Key TakeawaysStrategies to Attract Younger Generations to Healthcare (02:16 - 08:51)   - Key insights from the Health Impact Forum on making healthcare careers appealing to younger generations.   - Emphasis on virtual technologies, tech-savvy work environments, and work-life balance initiatives.2. Preparing for Practice Ownership Transitions (08:52 - 12:09)   - Steps for planning smooth transitions in practice ownership.   - Highlighting the importance of valuing your practice accurately, maintaining clear communication, and seeking legal advice.3. Updates on Healthcare Data Breach (12:10 - 14:50)   - Latest i

Welcome to another episode of the MGMA Insights Podcast. Today, we have Andy Swanson, MGMA's Senior Vice President of Product Strategy and Sales, joining us. In this episode, we dive into MGMA’s strategic approach to face-to-face conferences, the Advanced Strategy for Medical Practice Leaders book series, and new initiatives tailored to support medical practice leaders. Episode Takeaways:Face-to-Face Spring Conferences: These events are crucial for advanced practitioners looking to deepen their knowledge in finance and operations. Andy emphasizes the value of peer interactions and real-world case studies to enhance learning and problem-solving.Quote: “The genius of the face-to-face conferences is in-depth operational adoption conversations about not just tech, but broader strategies to optimize workforce and resources.”Advanced Strategy Book Series: The series targets experienced practitioners aiming to elevate their expertise. The books offer comprehensive guides on advanced practices in finance, HR, and ope

This episode of the MGMA Week in Review podcast features an in-depth look at several critical issues in healthcare today. Hosts Daniel Williams and Colleen Luckett explore the impact of clinical documentation burdens, the essential role of listening in patient care, recent trends in employee benefits, strategies to stay relevant in the healthcare job market, and the implications of concierge medicine.Discussion Points:Clinical Documentation Burden:Article: "Nearly 75% of health workers say documentation impedes patient care: survey" by Emily OlsenSummary: The article discusses the significant impact of excessive clinical documentation on healthcare workers and patient care. It highlights survey results indicating that 77% of healthcare professionals work late to complete their notes, contributing to burnout.Link: Healthcare Dive ArticleThe Importance of Listening in Healthcare:Article: "Stop and Listen: How Listening to Patients and Families is Ever-Important for Optimal Care" by Vishal ChatrathSummary: Chatr

This episode of the MGMA Business Solutions podcast features John Poli, Industry Principal for Healthcare at RingCentral. With over 20 years of experience in healthcare leadership, Poli has been at the forefront of leveraging innovative technology to drive digital transformation and business strategy. Chatting with host Daniel Williams, Poli discusses how AI is revolutionizing healthcare communications. He goes on to share innovative applications of AI to assist live agents in call centers while providing a roadmap to utilizing AI's full potential in healthcare communication strategies.Would you like to learn more?To dive deeper into this topic, check out our webinar on using AI in healthcare contact centers, where you can hear from John Poli and also gain continuing education credits!Resources:RingCentral on the WebJohn Poli on LinkedInMGMA Resources:MGMA StatAsk an AdvisorMGMA ConferencesMGMA ConsultingWE WANT TO HEAR FROM YOULet us know if there's a topic you want us to cover or an expert you would like us

This episode of the MGMA Weekend Review Podcast is hosted by Daniel Williams and Colleen Luckett. Key topics include HHS reversing course on breach notifications, primary care physician compensation, bipartisan support for healthcare reform, the impact of medical debt, and improving obesity treatment training.Major Takeaways:- HHS will now allow Change Healthcare to file breach notifications for organizations affected by the February ransomware attack. This provides relief for impacted groups.- The AMA payment system favors specialists over primary care doctors, leading to a shortage. Improving primary care compensation could improve outcomes and lower costs. - Rare bipartisan support for site neutral payments to address healthcare consolidation and rising costs.- Medical debt takes a significant toll on patient health through financial stress and avoidance of care. Efforts are needed to reduce costs and debt burdens.- Improper prescribing of weight loss drugs without training can harm patients. More obesity

Introduction:Welcome to another episode of the MGMA Insights Podcast, hosted by Daniel Williams. In this episode, Daniel sits down with Cristy Good, Senior Advisor at MGMA, to chat about the essential Human Resources strategies every medical practice leader should know. Cristy, a former healthcare practice administrator and a co-author of MGMA’s new book, Advanced Strategy for Medical Practice Leaders: Human Resources Management Edition, shares her wealth of experience and practical advice on navigating the complexities of HR in the healthcare industry.Episode Highlights:1. Introduction to the HR Management Edition:   - Daniel and Cristy discuss the new book's release and its significance for medical practice leaders.   - Emphasis on aligning HR strategies with organizational goals to enhance operational efficiency and regulatory compliance.2. Cristy’s Journey and Insights:   - Cristy shares her career path from laboratory work to healthcare practice administration, highlighting how these experiences shaped t

In this MGMA Member Spotlight Podcast episode, host Daniel Williams speaks with Tony Schier, Executive Director of Cheyenne Obstetrics and Gynecology, about implementing successful human resources practices. They discuss strategies for developing employee skills, tracking performance goals, conducting effective interviews, and onboarding new hires. Tony contributed to MGMA's newest book, Advanced Strategy for Medical Practice Leaders: Human Resources Management Edition. Summary: Tony shares how his practice evaluates staff annually and encourages career development through certifications and training. He explains how setting organizational, department, and individual goals tied to key metrics helps improve performance in areas like patient satisfaction. Tony also discusses prioritizing integrity and cultural fit when interviewing candidates. The conversation provides insights on developing employees, implementing performance reviews, and strengthening recruitment practices at small medical offices.Takeaways:-

In this MGMA Week in Review podcast episode, Daniel Williams and Colleen Luckett discuss the shocking costs of ignoring mental health issues, strategies medical groups use to recruit nurses, and ways to prevent physician burnout through mindfulness and partnerships.Key Takeaways and Resources:(Healthcare Finance News) - Colleen shares a recent analysis projecting that avoidable healthcare costs from mental health inequities could reach $1.3 trillion by 2040. (Harvard Business Review) - Leaders can improve decision-making by embracing diverse questioning techniques. (MGMA Stat) - Despite challenges, medical groups have increased clinician productivity and compensation by 4-6% through strategies like extended hours and increased telehealth usage. (MedPage Today)—Despite numerous challenges, medical practices' resilience and adaptability have led to increased productivity and compensation. (Medical Economics) - Preventing burnout includes mindfulness practices, congressional support for the Dr. Lorna Breen Healt

In the latest episode of the MGMA Insights Podcast, host Daniel Williams welcomes Dr. Jennifer Taylor, Lead Medical Director at Humana, to discuss crucial topics affecting medical practice leaders today. Dr. Taylor shares the importance of effective communication among medical professionals, strategies for achieving a balanced work-life dynamic, and mentorship's value in the healthcare industry. These insights also offer valuable guidance on addressing burnout and enhancing team dynamics while utilizing available resources for better practice management.Actionable InsightsDr. Taylor's expertise and practical advice provide invaluable guidance for medical practice leaders aiming to foster better communication, achieve work-life balance, and support their teams effectively. Here are some actionable steps based on her insights:Enhance Communication:Implement regular team meetings and feedback sessions to foster open dialogue and quickly resolve issues.Use clear, concise language, and listen actively and empathet

On this episode of the MGMA Insights Podcast, host Daniel Williams sits down with Eric Schwab, COO of Preferred Primary Care Physicians. Eric shares his journey from real estate to becoming a leader in healthcare management. He discusses leading Preferred Primary Care, the largest independent primary care group in Western Pennsylvania with over 90 providers. Eric also details the strategic shift to value-based care and how data and wraparound services improved patient outcomes. Major Takeaways:Building a culture of care and family at Preferred Primary Care through benefits, communication and staff developmentImplementing systems and infrastructure to successfully transition to value-based care contracts  Utilizing data to inform care protocols and identify at-risk patients for proactive interventionDeveloping healthcare managers through mentoring and challenging assumptionsAchieving work-life balance as a healthcare leader through boundaries, planning and limiting reactivityMGMA Resources:MGMA StatAsk an Advi

Welcome to this week's episode of the MGMA Week in Review podcast, hosted by Daniel Williams and Colleen Luckett. In this episode, Colleen and Daniel discuss the growing role of AI technology, like ambient transcription, in healthcare. They also cover strategies for implementing lessons from leadership programs and navigating trade issues. Colleen shares a story about pufferfish and highlights how practices can approach negotiations.Takeaways:- Ambient AI shows promise but still needs human review for quality (MGMA Stat)- Gradual change and team involvement help apply lessons from events (HBR) - Identifying unique strengths allows practices to take control in negotiations (Physicians Practice)- Trade policies and litigation trends impact costs and provider roles (Fierce Healthcare)- Consider becoming an expert witness if interested in that professional path (MedPage Today)MGMA Resources:MGMA StatAsk an AdvisorMGMA MembershipMGMA ConsultingWE WANT TO HEAR FROM YOULet us know if there's a topic you want us to c