Speaker(s): 

Danielle Andujar, CHAM, MBA, Senior Director, Patient Access, Novant Health

Susan Milligan, CHAM, Director, Patient and Guest Experience, Ensemble Health Partners

Brief Description:

Patient Access professionals already have the stories, lessons, and insights that can move our profession forward. The challenge is turning that everyday experience into an article people actually want to read. In this webinar, featured author Susan Milligan shares how her NAHAM article, How Hospitals Can Learn From Disney and Chick-fil-A To Elevate Patient Experience, went from a simple observation to a published piece. Attendees will learn a practical framework for finding their story, writing with clarity and impact, and taking the first steps toward becoming a NAHAM contributor.

Learning Objectives:

By the end of this webinar, participants will be able to:

• Identify workplace experiences and Patient Access insights that could become meaningful article topics.
• Apply a practical framework for turning an operational idea into compelling thought leadership.
• Write with greater clarity, relevance, and impact for Patient Access and leadership audiences.
• Describe how NAHAM members can begin the publication process.

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

This webinar is sponsored by GMVA.

Speakers(s):

Beth Raboin, CEO and Founder, GMVA

Paul Verrastro, Healthcare Industry Expert & Former CEO, Center for Advanced Reproductive Services

Description:

Healthcare providers across the country are struggling with more administrative work to do than ever before and not enough people to do it. Front-office roles turn over at a 40% annual rate, and employees needed to fill the gaps just aren’t out there in the numbers the workload demands. The situation is not temporary. It is systemic. This webinar examines the workforce capacity crisis and offers a new approach to solve it.

Learning Objectives:

Presenters from Global Medical Virtual Assistants (GMVA) will cover:

• What hospitals, health systems, and large practices are getting wrong about workforce capacity
• Reasons providers are being squeezed between expanding workload and decreasing revenue
• Why the employee shortage crisis reflects a permanent systemic shift, not a situational issue
• A new model that solves the workforce gap: Workforce Infrastructure
• Case study

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

Speaker(s):

Jessica Reis, Director, Patient Access Services, Corewell Health

Sarah Richards, Director, Patient Access Operations, Corewell Health

Description:

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: 

Maya Turner, Owner/Executive Managing Director, Turner Expert Consulting Services

Description:

Creating an effective presentation requires intentional design, audience engagement, and instructional strategies that support learning. In this session, participants will explore how to design presentations that are visually appealing, learner-centered, and effective across both in-person and virtual environments.

Attendees will learn practical PowerPoint design techniques, discover creative animation and visual enhancement tools, and explore interactive features such as polls and QR codes to increase audience engagement.

Learning Objectives:

• Apply adult learning principles to presentation design
• Adapt instructional strategies for both in-person and virtual delivery
• PowerPoint design best practices for clarity and impact
• Creative animation techniques and presentation design tools
• Interactive engagement features, including polls and QR codes

This NAHAM workshop session provides 1.5 NAHAM-approved contact hours.

Speaker:

Amanda McGrail, Corporate Patient Access Manager, University Health TMC & Lake Wood

Description:

This presentation will introduce NAHAM leaders to trauma-informed caring with a primary focus on the workplace and the people who make our teams successful.

Healthcare can be a challenging and high-stress environment, and our staff often carry the weight of difficult interactions, high workloads, personal challenges, and the emotional demands of caring for others. As leaders, we have an opportunity to recognize these challenges and create work environments where employees feel safe, supported, connected, and valued.

The goal of this presentation is to give leaders practical tools they can take back to their teams and begin using in their everyday leadership. We will discuss how trauma-informed principles can help improve communication, build trust, support employees through difficult situations, and create a healthier workplace culture.

While trauma-informed caring can have a positive impact on the patients we serve, the primary focus of this training is on our staff and creating a better workplace for the people who show up every day to care for others.

Learning Objectives:

By the end of this presentation, participants will:

• Gain an introduction to trauma-informed caring and how it applies to the workplace and healthcare teams.
• Understand how trauma and stress can affect employees, communication, relationships, and workplace culture.
• Learn practical tools and strategies leaders can take back and use with their own teams.
• Identify ways leaders can create a workplace where employees feel safe, supported, respected, and connected.
• Gain resources and direction for continuing their own education and learning around trauma-informed caring.

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

Speaker(s):

Jeni Erikson, CHAM, Patient Access Sr. Director, Banner Health

Lynn Otani, Patient Access/PFS Consultant, Otani Consulting Group

Nick Rodammer, CHAA, CHAM, Patient Access Data Quality and Training Team, Augusta Health

Description:

Action without direction is wasted effort. Organizations succeed when they have a firm grasp on their internal metrics, but how can you know whether your standards match those of other organizations?

NAHAM's AccessKeys® are custom made to help Patient Access professionals evaluate and report their successes and identify opportunities for improvement. These non-arbitrary metrics help to define success compared to industry standards.

Come join us for this webinar hosted by the NAHAM Industry Standards committee who helps to review and establish industry best practices to learn about: 

• What do the AccessKeys measure? 
• What benefit do the AccessKeys provide? 
• How can my organization start to use these Keys?

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

A great presentation does more than share information. It tells a story, engages the audience, and drives key messages home. In this workshop session, participants will learn how to transform ideas into well-organized, impactful presentations that are clear and compelling.

From defining your core message to creating a logical flow of content, this session will cover practical strategies for structuring presentations that capture attention and maintain engagement. Attendees will explore techniques for organizing information, developing persuasive narratives, and designing presentations that communicate with confidence and purpose.

In this session, participants will learn how to:

• Structure content for clarity and impact
• Learn differences in content design for in-person vs. virtual audience

This NAHAM workshop session provides .5 NAHAM-approved contact hour.

View this engaging panel discussion featuring past presidents of NAHAM as they share their experiences, lessons learned, and perspectives on women in leadership. Gain valuable insights into navigating career growth, overcoming challenges, fostering professional development, and leading with impact in today's evolving healthcare environment.

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

The CHAA Preparation Short Course One will focus on teaching Patient Access fundamentals including: revenue cycle, regulatory compliance, resource management, pre-registration and registration.

This NAHAM Short Course session will provide up to 4 contact hours.

View the third installment in the NAHAM New Member Networking Series to learn more about NAHAM Certifications.

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