Speaker(s):

Jessica Reis, Director, Patient Access Services, Corewell Health

Sarah Richards, Director, Patient Access Operations, Corewell Health

When planning Epic’s welcome implementation at 25+ locations in SE Michigan, we identified that the wrist-band process (application of paper bands) had to be transformed before we deployed self-service devices in scheduled outpatient areas. Providing patients with a seamless and touchless experience meant less registration ‘touches’: How could we execute a process where check-in is done on the kiosk/tablet, which then triggers a wristband to automatically print to unit and adhered by clinical teams?
 
Learning objectives: 

• Understanding the effective change management methods for high-impact change: What worked and what did not? 
• How to organize the work: How did project management framework help us execute the plan? 
• Understanding of Epic’s Welcome build: Highlighting that it is not always a ‘one size fits all’, and where we had to customize based on location. 
• Cross-functional team collaboration as this project involved facilities, Epic, technical field services (among others): explain to audience the importance of coordination. 
• Share how this initiative allowed us to reevaluate other duties that could be moved from registration to allow for a seamless/touchless experience for the patient (one example is gowning instructions).

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

Speaker(s): 

Robyn Walsh, Vice President, Patient Financial Services, Memorial Sloan Kettering Cancer Center 

Emily Vlietstra, Associate Director, Impact Advisors

Description:

This session will explore innovative improvement projects designed to optimize key areas of the revenue cycle and Patient Access. Topics include enhancing financial assistance, social work, and other write-off programs; streamlining off-shore authorization workflows; improving single case agreement processes; Medicare secondary payor questionnaire process and simplifying complex transplant-related setups. Participants will gain practical strategies for leveraging technology and process innovation to drive efficiency, accuracy, and collaboration across teams within the electronic health record environment.

 Learning objectives:

• Identify key opportunities for innovation and process improvement within EHR workflows related to financial assistance, social work, and write-off programs.
• Analyze strategies for optimizing complex processes such as off-shore authorization workflows, single case agreements, and transplant-related setups.
• Apply LEAN principles and technology-driven solutions to enhance efficiency, accuracy, and collaboration across interdisciplinary teams.
• Evaluate Memorial Sloan Kettering Cancer Center case studies demonstrating measurable outcomes from EHR optimization and process redesign initiatives.
• Develop actionable steps to implement innovative workflow improvements within their own organizations.

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

Join NAHAM for the fourth and final installment in the NAHAM New Member Networking Series focusing on NAHAM Educational offerings. Join NAHAM live on October 21 to learn about NAHAM's education and educational benefits for members. After the brief presentation, attendees will break up into breakout rooms to network. Whether you’re looking to connect, learn, or get involved, this series is your gateway to a thriving network. Don’t miss the chance to start building relationships that matter!

Please note this session will not be recorded or available after the conclusion of the webinar.

Join NAHAM quarterly to make the most of your membership benefits and make lasting connections in the community! Each of the sessions will cover distinct topics to allow you to learn more about NAHAM's offerings and connect with other members. Each session includes the following:

1. 20 minute presentation on a NAHAM-topic

2. 10 minute Q&A for attendees after the presentation

3. 25 minute breakout rooms for attendees to network. 

Session 1: NAHAM Systems
This session will include a presentation on utilizing the NAHAM website, NAHAM Learning Center, and Certification Central. After the presentation and Q&A, attendees will self-select breakout rooms consistent with the NAHAM region they reside in to network with each other.

Session 2: Volunteering with NAHAM
This session will provide an overview of volunteering with NAHAM including how to get involved and the types of volunteering activities. After the presentation and Q&A, attendees will self-select a breakout room that represents the volunteering opportunity they are most interested in to network.

Session 3: NAHAM Certifications
This session will cover NAHAM certifications, offering an overview of the benefits of certification, how to become certified and how to maintain your certification. After the presentation and Q&A, attendees will self-select a breakout room consistent with the region they reside in to discuss and network.

Session 4: NAHAM Education
This sessions will give a high level overview of NAHAM educational offerings and the discounts members receive. After the presentation and Q&A, attendees will self-select a breakout room consistent with the region they reside in to network.

Please note: these sessions are interactive Zoom meetings. To make the most of your attendance, we recommend joining with your camera on and the ability to unmute yourself. Sessions will not be recorded. 

This webinar is sponsored by Infinx.

Speaker(s): 

Stuart Newsome, CPCO, Vice President, RCM Insights, Infinx Healthcare

Lora Pada, Vice President, Customer Success, Infinx Healthcare

Benj Kamm, Vice President, Product, Infinx Healthcare

Description:

The beginning of a new benefit year can create a major reverification surge for patient access teams as coverage, deductibles, benefits, plan requirements, and prior authorization needs change.

In this educational webinar, Infinx leaders from revenue cycle strategy, client success, and solution development will explore how Patient Access teams can assess their readiness, prioritize patients and payers, and prepare for January volume before it becomes a staffing and revenue problem. The discussion will examine the operational practices and technology capabilities that support a scalable approach, including intelligent automation, payer connectivity, flexible workflows, and human exception management.

Drawing from Infinx’s experience supporting high-volume patient access operations, the speakers will share how these capabilities can work together to protect staff capacity, improve Patient Access, and reduce downstream denials and rework.

Attendees will leave with practical considerations for preparing for related prior authorization requirements and building a more scalable beginning-of-year readiness plan.

After attending this session, participants will be able to:

1. Identify the operational, financial, and Patient-Access risks created by the annual reverification surge, including staffing constraints, incomplete benefit information, scheduling delays, preventable denials, and rework.
2. Evaluate how intelligent automation, payer connectivity, flexible workflows, and human exception support can improve reverification capacity when manual portal work and payer calls cannot scale with beginning-of-year volume.
3. Develop a practical January readiness approach, including how to prioritize patients and payers, prepare for related prior authorization requirements, manage exceptions, and improve workflow visibility.

This sponsored NAHAM webinar provides one (1) NAHAM-approved contact hour.

The webinar is sponsored by Waystar.

Speaker: Katie Onorato, Solution Strategist, Waystar

Siloed transactions and workflows can’t handle rising patient costs, staff burnout, and changing regulations — but automation and AI can. When applied correctly, advanced automation and AI can improve patient advocacy, staff satisfaction, and financial outcomes all at once.  

In this session, we’ll discuss a proven, step-by-step plan to create a connected, proactive financial ecosystem for a positive patient experience.  

Walk away knowing how to: 

• Eliminate human bias at the desk 
• Provide staff time for high-touch, empathetic counselling 
• Standardize routine tasks with low-friction strategies 
• Track proactive milestones to create a full picture of progress 

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

Join us for an insightful panel discussion focused on the evolving role of financial counseling within Patient Access. As healthcare costs continue to rise and patients face increasingly complex coverage and payment responsibilities, financial counselors play a critical role in ensuring transparency, affordability, and a positive patient experience. In this session, industry experts from Patient Access, revenue cycle, and financial counseling teams will share real-world strategies for engaging patients early, improving financial literacy, and streamlining workflows to reduce barriers to care.

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

Speakers:  

Kobe Crossley, CHAM, CRCR, PAS Program Director, Banner Health 

Tim Holland, Director of Branding & Business Development, The Wilshire Group

View this engaging webinar introducing NAHAM’s first-ever Ambulatory AccessKeys, developed by the NAHAM Industry Standards Committee. This session will provide a comprehensive overview of each AccessKey, including how they are defined, measured, and calculated. Attendees will also be guided through the accompanying User Guide, which highlights best practices to support successful implementation and performance improvement. 

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

Speaker: Joemy Soto, Senior Manager, Learning & Organizational Development, Northwell Health

Practicing mindfulness techniques like focused breathing, body scans, or guided meditation exercises, help to foster healthy ways to manage stress, increasing focus and enhancing emotional resilience. Join Joemy Soto, Mindful Leader and Mindfulness facilitator, to learn more about the benefits of consistent Mindfulness Meditation and to acquire Mindfulness microskills and exercises that you can implement in your daily life to reduce stress, improve mental clarity and promote overall wellbeing.

This NAHAM webinar provides one (1) NAHAM-approved contact hour.

View the second installment of the NAHAM New Member Networking Series focusing on volunteering with NAHAM. You will learn about how to get involved and volunteer with NAHAM.

Please note that this NAHAM recording does not offer NAHAM-approved contact hours.