NAHAM Connections Podcast

In this episode of the NAHAM Connections Podcast, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by Kobe Crossley, CHAM, CRCR, Patient Access director at Banner Health. Together, they explore the growing influence of ambulatory care and its impact on Patient Access professionals. Kobe, with her extensive experience in ambulatory care, shares valuable insights on the key factors driving the shift toward outpatient procedures, as well as the emerging challenges and best practices for Patient Access teams. She discusses how the rise in ambulatory care is prompting Patient Access professionals to adapt to evolving workflows, insurance requirements and access challenges. Kobe also highlights how automation and digital tools improve efficiency while enhancing the overall patient experience. Susan and Kobe dive into the strategies that Patient Access leaders can use to stay ahead, emphasizing the importance of continuous learning, industry certifications and sharing knowledge with colleagues. Tune in for Kobe's expert perspectives on navigating the evolving ambulatory care landscape and positioning Patient Access teams for future success. || LINKS *Episode* https://www.naham.org/page/ConnectionsConsiderationsforPriceTransparencyinAmbulatoryCare https://www.naham.org/page/ConnectionsPodcastEpisode23 https://www.naham.org/page/PatientAccessInTelehealth https://www.naham.org/page/HowBannerHealthBoostedPointofServiceCollectionsin2024 https://www.naham.org/page/AccessKeys?&hhsearchterms=%22access+and+keys%22 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by NAHAM President, Philip Quick, MPS, CHAM. They discuss the exciting milestones and ongoing progress of NAHAM as the organization celebrates its 50th anniversary. Philip shares his personal journey in Patient Access and reflects on the pivotal moments of NAHAM's evolution. From advocating for Patient Access leadership roles to navigating the challenges of the pandemic, he highlights the organization's adaptability in meeting the needs of healthcare professionals. Susan and Philip also take a deep dive into the future of NAHAM, focusing on the newly introduced tiered membership model, the re-accreditation of key certifications and the anticipated launch of the new Learning Management System (LMS) in 2025. Additionally, they discuss the upcoming release of Access Keys 5.0, which will include updates for both acute and ambulatory access. Tune in for insights on how NAHAM continues to shape the Patient Access field and how its members are contributing to the growth and leadership in healthcare. || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode24 https://www.naham.org/page/ConnectionsReunionWeekendACelebrationofNAHAMsLegacyandConnections https://www.naham.org/page/Connections50YearsofNAHAMCelebratingOurLegacyThrough5DecadesWith5Voices https://www.naham.org/page/ConnectionsNAHAM50thAnnualConferenceAdvancingPatientAccess https://www.naham.org/page/ConnectionsASpringboardtoSuccessPerspectivesfromFirst-timeNAHAMAnnualConferenceAttendees https://www.naham.org/page/AccessKeys *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, we're diving into the key takeaways from the NAHAM 50th Annual Conference, with a spotlight on artificial intelligence (AI) and its impact on Patient Access. As AI continues to generate buzz in healthcare settings, it's crucial to distinguish between genuine advancements and marketing hype. Host Susan Milligan, CHAM, CRCR, is joined by D.J. Plavsic, MBA, CRCR, who shared his expertise on AI at the recent conference. Together, they explore the critical distinctions between basic process automation and true AI, discuss the latest AI applications in Patient Access and provide valuable insights on navigating the evolving AI landscape in our industry. If you're curious about how AI is changing Patient Access or want to learn how to separate genuine AI solutions from the noise, this episode is for you. Tune in to discover what's hype, what's reality and what the future may hold for AI in healthcare. || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode21 https://www.naham.org/page/ConnectionsPodcastEpisode19 https://www.naham.org/page/ConnectionsNAHAM50thAnnualConferenceAdvancingPatientAccess https://www.naham.org/page/ConnectionsASpringboardtoSuccessPerspectivesfromFirst-timeNAHAMAnnualConferenceAttendees https://www.naham.org/page/ConnectionsStreamlinedPatientCarePriorAuthorizationEssentials https://www.naham.org/page/Connections6WaystoEnhancePriorAuthorizationWorkflows *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Susan Milligan, CHAM, CRCR, Gisela Dossey, CRCR, and Erin Hancock, as they discuss challenges and strategies for fostering inclusivity. They candidly reflect on personal journeys and instances of exclusion, emphasizing the role of empathy in creating inclusive environments. From navigating healthcare systems for children with special needs to enhancing communication, our guests offer invaluable insights to empower listeners. Join us as we navigate the complexities of acceptance in healthcare and beyond, enriching the NAHAM community with expertise and experiences. MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode14 https://www.naham.org/page/ConnectionsPodcastEpisode9 https://www.naham.org/page/ConnectionsPodcastEpisode22 https://www.naham.org/page/ConnectionsPowerofBelongingTransformingHealthcareWorkforceEngagementandPatientCare https://www.naham.org/page/StrategiesforRecognizingandEngagingEmployees https://www.naham.org/page/Connections6TipstoStartingaMentalHealthMovement https://www.naham.org/page/ConnectionsCelebrateDiversityPart4 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this special end-of-year episode, NAHAM President, Stephanie Benintendi, MBA, CHAM, hosts two distinguished guests, Maxine Wilson, CHAM, CHAA, and Nancy Farrington, FHAM, CHAM, as they share insights on their journeys through the first generation of NAHAM. Reflecting on their experiences, they discuss pivotal moments and reminisce about milestones like the creation of the CHAA credential, marking a significant development for frontline leaders in Patient Access. They delve into the hurdles overcome throughout the years and share their visions for NAHAM's future as it reaches its 50th milestone. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections https://www.naham.org/page/ConnectionsPodcastEpisode18 https://www.naham.org/page/ConnectionsPodcastEpisode12 https://www.naham.org/page/Connections45YearsofNAHAM https://www.naham.org/page/ConnectionsNAHAMMember https://www.naham.org/page/NAHAMMembersSetGoalsandPlanfor2023 https://www.naham.org/page/ConnectionsAccessWeek2023Essays *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

The ambulatory care setting in Patient Access presents its own unique sets of challenges, demanding adaptability and a deep understanding of the intricacies involved in outpatient care. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Ernest Yates IV and Audrina Cato, CHAA, as they discuss the importance of training and development in ambulatory care settings and strategies for maintaining composure during high-pressure moments. Additionally, they share heartwarming stories of Patient Access professionals going above and beyond to help patients in need. Tune in to learn more about the vital role of Patient Access professionals in ambulatory care, their dedication to patient well-being and valuable advice for aspiring professionals in the field. | MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections https://www.naham.org/page/ConnectionsPodcastEpisode21 https://www.naham.org/page/ConnectionsPodcastEpisode19 https://www.naham.org/page/ConnectionsMasteringPerformanceThroughTraininginPatientAccess https://www.naham.org/page/ConnectionsPatientRegistrar https://www.naham.org/page/ConnectionsConsiderationsforPriceTransparencyinAmbulatoryCare https://www.naham.org/page/ConnectionsThePowerofPresenceEmbracingtheBenefitsofBeingaHandsonLeader https://www.naham.org/page/ConnectionsNavigatingHonestFeedbackStrengtheningHealthcareSystemsFromWithin *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE In the world of Patient Access, discovering an identity beyond one's professional role is crucial for overall well-being and fulfillment. Engaging in personal passions and hobbies not only helps counterbalance work-related stress but also makes for a healthier approach to life within the demanding field. In this episode, Brenda Sauer RN, MA, CHAM, FHAM, moderates a discussion with Wendy Roach, RDMS, CHAM, and Sean Buzzard as they engage in a conversation on how they've found their identities beyond the realm of work and Patient Access. From farming, volunteerism and much more, they share their personal identities, passions and interests. They also dive into the importance of self-care and setting boundaries to maintain a balanced life. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections https://www.naham.org/page/ConnectionsPodcastEpisode10 https://www.naham.org/page/TaketheCoachApproachin2023 https://www.naham.org/page/Connections6TipstoStartingaMentalHealthMovement https://www.naham.org/page/ConnectionsCombatingProductivityGuilt https://www.naham.org/page/ConnectionsMentorshipJourney https://www.naham.org/page/ConnectionsPodcastEpisode6 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE NAHAM has long recognized the importance of investing in the education and training of staff members involved in Patient Access so healthcare organizations can improve financial outcomes and enhance the patient experience. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Nathaniel Davis III, Shellie Lowery and Jan Mitchell, CHAA, AS, for a roundtable discussion on how they are taking innovative approaches and inspiring their teams in the field of Patient Access and revenue cycle management. They discuss their own inspirations in becoming educators, approaches to training of access and revenue cycle professionals, how to promote a culture of knowledge-sharing and more. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPodcastEpisode17 | https://www.naham.org/page/ConnectionsPodcastEpisode11| https://www.naham.org/page/ModernizePatientPayments3PracticalTipsforImprovingtheFinancialExperience | https://www.naham.org/page/ConnectionsNAHAM22Recap4 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Please note that this episode makes mention of a racially motivated mass shooting. If you would like to avoid this content, skip 25:01–26:01. Over the past few years, NAHAM has brought diversity, equity and inclusion — DEI — to the forefront of all we do. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Julian Brown-Ahart, CHAM; Rafael Garraton; and Latoria Cooper, CHAA, for a roundtable discussion about how their organizations have embraced DEI efforts. They discuss how they've incorporated NAHAM's DEI guiding principles into their work and best practices their facilities are following to prioritize DEI for colleagues and patients alike. Plus, they share examples of real-life inclusive conversations to help you navigate yours. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections https://www.naham.org/page/ConnectionsPodcastEpisode9 https://www.naham.org/page/ConnectionsAskingDifficultQuestionsinPatientAccess https://www.naham.org/page/Current-Webinars https://www.naham.org/page/ConnectionsQ32021DEITaskForce https://www.naham.org/page/DEIToolkit https://pronouns.org/ *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE In recent years, Patient Access professionals have prioritized enhancing the virtual patient experience, leading to the evolution of technology and new emerging trends that have helped guide healthcare organizations. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Octavius M. Jones Sr, ACHE, Julie Vanpelt and Brandy Crist for a roundtable discussion on how their organizations have embraced and enhanced the virtual patient experience. They discuss challenges they have overcome, evolving uses of technology and more.

ABOUT THE EPISODE As the year comes to a close, NAHAM President Stephanie Benintendi, MBA, CHAM, visits the podcast for the annual year in review episode. She reflects on all of NAHAM's progress and accomplishments in 2022 and gives insight on what is to come in the new year, including rules and prior authorization regulations, technology transformation, focus on the ambulatory care space and addressing staffing challenges. Listen to join in on celebrating the accomplishments of 2022 and learn more about all there is to look forward to in 2023.

ABOUT THE EPISODE In 2021, NAHAM began an initiative to elevate the voices of its members and promote actionable solutions to everyday issues surrounding prior authorization. As a result, the NAHAM Prior Authorization Task Force was formed. Since its formation, they have worked to create a whitepaper and recently hosted a roundtable discussion, where they collaborated with vendors and payers to brainstorm solutions to challenges in prior authorization. In this episode of the NAHAM Connections Podcast, we sit down with Prior Authorization Task Force Co-Chairs Becky Peters, CHAM, and Michelle Fox, DBA, MHA, CHAM, who led the group and participated in the Prior Authorization Roundtable that occurred on Wednesday, October 26. They share the task force's work over the past year, the whitepaper and the outcomes of the roundtable. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsQ32022PriorAuthorizationNAHAMsCalltoAction https://www.naham.org/page/ConnectionsPodcastEpisode11 https://www.naham.org/page/PriorAuthorizations https://www.naham.org/page/ConnectionsCentralizedPatientAccessDept https://www.naham.org/page/NAHAMConnections | *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE During the NAHAM 20222 Annual Conference, Patient Access professionals from across the country gathered to expand on their education, collaborate, form connections and embrace the future of Patient Access. In this episode, Dale Williams scholarship recipient Meagan Tomlin and Michael Taubin scholarship recipient Jennifer Crane reflect on the meaning of their awards to them, the value of their NAHAM certification and their personal and professional growth at the NAHAM 2022 Annual Conference. Listen to learn how you can incorporate their key takeaways and advice into your own professional growth. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsQ22022DaleWilliamsScholarReflects https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPodcastEpisode10 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Over the past few years, Patient Access has faced many staffing challenges and shortages as an impact of the COVID-19 pandemic. Still, Patient Access is a resilient and powerful profession, and everyone from associates to directors found creative ways to face these obstacles. In this episode, Patient Access leaders Yelina Mejia and Neha Sarkar, from Rush University Medical Center, and Evelyn Rosa, from New York Presbyterian, discuss best practices for hiring and onboarding Patient Access team members, as well as interview success stories. Plus, you won't want to miss their favorite interview question. (Hint: It involves cake.) || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPodcastEpisode10 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE In honor of Celebrate Diversity Month, this episode features NAHAM Diversity, Equity and Inclusion (DEI) Task Force members Scott Wood, CHAM; Cathy Pallozzi, CHAM, CCS; and Kiowa Grove, CHAA, CRCR. They discuss the importance of DEI and allyship among your teams, examples of how they have been allies and witnessed allyship in their facilities and how allyship contributes to a greater patient experience. They also detail how diversity leads to more equitable healthcare access for patients and the responsibility that organizations have to ensure patients of all backgrounds receive the best treatment. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPodcastEpisode9 | https://www.naham.org/page/DEIToolkit | https://www.naham.org/page/ConnectionsCelebrateDiversity | https://www.naham.org/page/ConnectionsCelebrateDiversityPart2 | https://www.naham.org/page/ConnectionsCelebrateDiversityPart3 | https://www.naham.org/page/ConnectionsLeadershipTeamsDEI | https://www.naham.org/page/ConnectionsQ32021DEITaskForce | https://www.naham.org/page/NAHAMDEI | https://guidetoallyship.com/ *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Susan Milligan, CHAM, CRCR, and Tom Tull, FACHE, CPXP, walk through real-life examples of patient comments, both the good and the not-so-good, and share strategies for providing an optimal patient experience. Also, Milligan and Tull discuss why it's so important for Patient Access leaders to have a patient experience network at their fingertips. Don't miss this engaging conversation from these two industry leaders. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsPatientExperienceandEngagement | https://www.naham.org/page/ConnectionsPodcastEpisode1 | https://www.naham.org/page/ConnectionsRealizingthePowerBehindEmpowerment | https://www.naham.org/page/ConnectionsEngagementFeedsExperience | https://www.naham.org/page/ConnectionsActingWithEmpathy | https://www.naham.org/page/NAHAM2022AnnualConference *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM welcomes back to the podcast NAHAM President Michelle Fox, DBA, MHA, FHAM, CHAM. Fox returns to the podcast to reflect on the progress and accomplishments of Patient Access and NAHAM in 2021. Plus, she looks ahead to the new year, sharing insights and predictions about what's to come for Patient Access and the exciting 2022 NAHAM has planned for its members. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/FutureConferences | https://www.naham.org/page/CertPatientAccess | https://www.naham.org/page/NAHAMMembership | https://www.naham.org/page/NAHAMMembership#MemberBenefits | https://www.naham.org/page/Career-Toolkits | https://www.naham.org/page/Education | https://www.naham.org/page/ConnectionsPodcastEpisode11 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

11 – Prior Authorizations ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Dr. Rishi Garg, neurologist, assistant professor, medical director of the financial clearance center, and physician advisor at Loyola Medical Center in Chicago to discuss all-things prior authorizations. From his clinical perspective, Dr. Garg shares insight into best practices for prior authorization workflows, what Patient Access professionals need to know about the clinical side of authorizations and advice for managing denials. Patient Access professionals do not want to miss this comprehensive overview of the prior authorizations process. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsAddressingDenials | https://www.naham.org/page/ConnectionsPodcastEpisode4 | https://www.naham.org/page/Connections2020Q3DenialDilemma *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with two Patient Access leaders, NAHAM Publications Committee Chair Philip Quick, MPS, CHAM, and NAHAM Past President Brenda Sauer, RN, MA, CHAM, FHAM. Quick and Sauer, who are Patient Access leaders at major hospital systems, discuss two major topics facing the profession today — staff burnout and the healthcare staffing shortage. Listen in as these leaders share how their organizations are addressing burnout and getting creative in the face of staffing shortages. From introducing nap pods and food banks to leading with empathy, Quick and Sauer note actionable strategies for you to employ today. Plus, they share ways that Patient Access leaders can take care of their own mental health in the face of these challenges. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsSelfCareGuide | https://www.naham.org/page/ConnectionsPinpointingtheCauseofBurnout | https://www.naham.org/page/Connections2021Q2MindfulnessSelfCare | https://www.naham.org/page/ConnectionsAccessWeek21Essays1 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with three members of the NAHAM Diversity, Equity and Inclusion (DEI) Task Force: Vanessa Mackay, CHAM; Autumn Mayhew, CHAA, CHAM, CRCR; and Scott Wood, CHAM. Listen in to learn more about the development of NAHAM's DEI statement and task force, why DEI matters in Patient Access and how these leaders are implementing inclusive initiatives in their facilities. Plus, the guests share personal and professional stories about how DEI has impacted them. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsQ32021DEITaskForce | https://www.naham.org/page/NAHAMDEI | https://www.naham.org/page/DEIToolkit | https://www.naham.org/page/ConnectionsCareerDevelopmentandLeadership *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Pam Carlisle, FHAM, CHAM, MHA, director, revenue cycle management, for Genesis Healthcare System, to discuss the upcoming Surprise Medical Billing final rule, which goes into effect Jan. 1, 2022. Listen in as Carlisle gives an overview of the No Surprises Act that Congress passed in January 2021. Plus, we'll discuss the pros and cons of the rule, as well as how it impacts both Patient Access professionals and consumers. This is an episode you do not want to miss as you prepare to help your teams understand the meaning of the No Surprises Act. Note: The audio in this recording has a bit of an echo, and we recommend listening in a quiet area and with headphones, if possible. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsQ32021AdvocacyUpdate | https://www.naham.org/page/ConnectionsHealthcareRegulations | https://www.naham.org/page/KeyIssues | https://www.naham.org/page/Career-Toolkits *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Liz Nix, MBA, director of service quality and development for Patient Access services at Vanderbilt University Medical Center, to discuss how Patient Access leaders can help their teams chart a career path. Listen in as Nix walks through the process of implementing a career path, shares anecdotes from employees who found success on their own path and gives advice for leaders embarking on charting paths for their staff. Plus, there may even be a pop culture reference or two along the way. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsCareerDevelopmentandLeadership | https://www.naham.org/page/2020Recordings | https://www.valuescentre.com/tools-assessments/pva/ | https://www.viacharacter.org/ | https://www.goodreads.com/book/show/11721498-the-progress-principle *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM Policy Development and Government Relations Committee Chair Terese Davis, MBA, CHAM, and NAHAM Strategic Projects Committee Chair Wendy Roach, RDMS, CHAM, discuss the updates to the Disaster Preparedness, Patient Experience and Patient Identity Integrity Toolkits their committees supported in 2020. Davis and Roach discuss the process of updating these Patient Access resources and share how NAHAM members can use these valuable toolkits in their facilities. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/Career-Toolkits | https://www.naham.org/page/Patient-Experience | https://www.naham.org/page/Patient-Identity | https://www.naham.org/page/Disaster-Prep | https://www.naham.org/page/COVID19 | https://www.naham.org/page/NAHAMConnections | https://www.naham.org/page/ConnectionsHealthcareRegulations | https://www.naham.org/page/NAHAMMembership *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM President Michelle Fox, DBA, MHA, FHAM, CHAM, director of revenue operations/Patient Access at Health First, Brevard County, Florida, explains the upcoming CMS rules and regulations changes that Patient Access professionals need to know. Also in the episode, Michelle talks about presenting her NAHAM Online Experience session, “Industry Update: What’s New With CMS?” and shares her goals for her term as NAHAM President. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/KeyIssues | https://www.naham.org/page/2020OnlineExperience | https://www.naham.org/page/Connections2020Q4AccessManagementJournal | https://www.cms.gov/ *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for the fourth episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Michael Sciarabba, CHAM, director of Patient Access services at UChicago Medicine, takes a deep dive into his recently published Access Management Journal article about denial prevention. Here, Michael discusses strategies to proactively solve the denial dilemma; describes the roles of patients, providers and Patient Access professionals in managing denials; and shares advice to help prevent denials. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/Connections2020Q3DenialDilemma *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for the third episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Elizabeth Reason, MSA, CHAM, CBCS, director of patient financial services at Lake Huron Medical Center and NAHAM past president, previews her upcoming NAHAM Online Experience session, “Lessons From COVID-19.” Here, Elizabeth discusses how COVID-19 has impacted Patient Access and what pandemic changes she envisions becoming permanent fixtures of the field. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/2020OnlineExperience | https://www.naham.org/page/2020VirtualLearningLabSessions *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for the second episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Michael Borge, senior director of ambulatory Patient Access; Janelle Stout, senior manager of ambulatory central verification and authorizations; and Cynthia Yerger, senior manager of Patient Access pre-service department — all from Banner Health — discuss remote working in Patient Access. Although working from home may have once felt like a professional perk, it has recently become a business necessity due to the COVID-19 pandemic. Will remote workforce models become a standard of the future, especially after the COVID-19 pandemic? Here, Michael, Janelle and Cynthia address how Patient Access leaders can prepare for the future of the remote workforce. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsPathstoSuccess | https://www.naham.org/page/ConnectionsCentralizedPatientAccessDept *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/

ABOUT THE EPISODE Thank you for joining us for the first episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM publications managing editor Kelly Rehan connects with Susan Milligan, CHAM, CRCR, DDI and R Factor Certified Facilitator, director of patient and guest experience at Ensemble Health Partners. Susan takes a deep dive into her white paper, “Hooked on a Feeling: Using Empathy to Create a Positive Patient Experience,” defines empathy, shares how Patient Access managers can nurture empathy among their staff and tells personal examples of memorable empathetic experiences in Patient Access. || MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsHookedonaFeeling *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/