This episode emphasizes the importance of acknowledging when you don't know something and knowing where to find answers.

Key points from Ashley Toney, director of RCM at St. Luke's Hospital, include identifying and addressing patient needs, resolving their concerns creatively while adhering to hospital policies, and ensuring a positive patient experience.

The discussion also highlights the necessity of understanding both detailed aspects and the broader goals of the hospital, fostering a unified approach toward healthcare excellence.