Speaker: Robin Garland, MHA, CHM

Addressing accountability starts on the front-line through Patient Access supervisors to promote higher quality, efficiency and effectiveness in their staff’s roles. Accountability should be recognized in having a growth mindset, encouraging oneself and each other through acknowledging oneself and promoting reliability in your organization. Our front-line leadership holds their staff accountable through encouraging staff to have a growth-mindset, encouraging communication and feedback through teamwork, and helping our front-line staff through self-awareness.

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

Purchase this On-Demand Webinar Package to access the recorded content from the entire Front-Line Staff Webinar Series.

This webinar series is designed for Front-Line Patient Access Staff who are looking to learn more on Customer Service, De-escalation/Patient Experience and Accountability. 

The goal of this webinar is to bring together executive leaders in revenue cycle management to candidly discuss the real-time challenges plaguing patient access departments nationwide. Attendees will gain insight into how leading organizations are addressing issues such as staffing shortages, insurance verification delays, scheduling inefficiencies, EHR transitions, and the role of technology. This panel aims to provide both strategic guidance and peer-driven insights to equip 
leaders with ideas to drive improvement in their own organizations.

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

Purchase this On-Demand Webinar Package to access recorded content from the entire Patient Access Leadership Webinar Series.

This series is designed for Patient Access leaders who want to strengthen essential leadership skills and explore leadership cultures from a variety of organizations. Even if you miss a live session, your purchase includes access to all webinar recordings so you can catch up anytime and learn at your own pace.

Presented by:

Heather Porter, Patient Experience Specialist, Children's Healthcare of Atlanta

Kevin Jennings, Director of Patient Access, Children's Healthcare of Atlanta

This de-escalation education session will include redefining customer service by focusing on individual perceptions and expectations. Participants will learn to build confidence through effective communication during openings and closings. By recognizing that our routine can be someone else's extreme, we'll emphasize the importance of clear objectives, impactful communication, and addressing dissatisfiers with empathy to transform experiences.

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

At UT Southwestern, the department of patient financial access services (PFAS) operates on a love-based culture. We use this practice from the highest level (the AVP) down to the frontline. All leadership in the PFAS department read the book titled "The 10 Principles Of A Love Based Culture" and have monthly book discussions. 

Many companies treat their employees as a number, which in return, can create a fear-based culture. This results in lack of trust, empathy, and good working relationships with the employees they supervise. Our department focuses on hiring good people and providing them with the tools to be excellent leaders who treat their employees with respect, compassion, and understanding. At the end of this webinar, leaders can take away useful tools to strengthen their leadership skills, build trust with their employees, and build and retain strong teams.

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

Speaker: Ann Marie Dodd, AVP of Education, Northwell Health

Empower Customer Service: How to Develop Representatives and Improve Customer Experience. 

This session will demonstrate the link between effective training programs and improved customer service quality. It will also discuss setting clear expectations for customer interactions including customer service skills, problem solving abilities, and product knowledge. Attendees will also learn how to use data and feedback to identify areas for improvement and provide targeted coaching to team members.

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

Speakers: Juan Zuluaga and Joemy Soto 

Soft skills are interpersonal traits and characteristics that enable individuals to effectively engage and interact with others. In a professional setting, soft skills such as effective communication, empathy and conflict resolution to name a few, are critical for a cohesive team dynamic, enhanced productivity and overall success.

Join Juan Zuluaga and Joemy Soto from Northwell’s front-end Learning and Organizational Development team as they share the essential soft skills that they employ with their team, which they believe continually contribute to satisfactory team member engagement scores, year after year.

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

Speaker: Katie Harwood, CHAM, Business Services Manager, University Healthcare

Earning the CHAA and CHAM credential demonstrates knowledge and experience in providing quality services in registration and all of its support processes to patients, providers, and payers. Interested in applying for the CHAA or the CHAM exam? View this webinar and virtual Q&A session on the updated CHAA and CHAM eligibility requirements.

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

Speakers: Autumn Mayhew, Candice Tadlock, and Jeni Erikson

Join us for this live webinar and virtual Q&A session on the newly launched Ambulatory AccessKeys 1.0 where you will have the opportunity to learn more and contribute your insights. The Ambulatory AccessKeys are a set of key performance indicators (KPIs) and guidelines developed specifically for patient access professionals working in ambulatory care environments. These metrics build on the success of NAHAM’s existing AccessKeys, which have long served as a valuable benchmarking tool for acute care settings. Your input will directly influence how NAHAM refines this important benchmarking tool for ambulatory care. 

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