In this episode of MGMA's Business Solutions podcast, we speak with Jamie Mallinger, Vice President and General Manager at Klara. Jamie is here to share his thoughts and expertise on best practices to address call volume challenges and workflow automation.

Resources Discussed:
* Klara: https://www.klara.com/
* Webinar On-Demand: https://www.klara.com/webinar/what-patients-really-want-where-does-your-practice-stack-up
* Call volume challenges: https://www.klara.com/patient-communication
* Workflow automation: https://www.klara.com/workflow-automation
* Success stories:  https://www.klara.com/success-stories 

Additional Resources:

MGMA Leaders Conference registration: mgma.com/conferences/leaders/register

Leaders Conference Schedule: mgma.com/conferences/leaders/schedule

Conference Overview: mgma.com/conferences/leaders/overview

Business Solutions: Best Practices to Address Call Volume Challenges and Workflow Automation

Welcome to the MGMA Podcast Network, your gateway to insightful discussions and expert analysis on key topics in healthcare management. Dive into a diverse array of shows tailored to meet the interests and needs of healthcare professionals like you. 

Explore the experiences and perspectives of trailblazing women in healthcare on "Women in Healthcare," or discover innovative strategies and solutions for your practice on "Business Solutions." Stay updated on the latest industry trends and news with "Week in Review," and gain valuable insights from industry leaders and MGMA members on "Member Spotlight." Don't miss our flagship show, "MGMA Insights," where we delve deep into the most pressing issues facing healthcare organizations today.

Whether you're seeking inspiration, practical advice, or in-depth analysis, the MGMA Podcast Network is your trusted companion on your journey towards excellence in healthcare management. Tune in and join the conversation today!

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Health & Fitness

In this episode of the MGMA Insights podcast, host Daniel Williams interviews Scott Becker, founder and CEO of Becker's Healthcare. Becker, who will be a mainstage speaker at the upcoming MGMA Operations Conference in Chicago, shares his journey from law school to healthcare media, discussing how he built his influential platforms and multidisciplinary approach to healthcare law and finance. Becker discusses his unexpected path to law school and healthcare, detailing how he founded Becker's Healthcare by recognizing opportunities in digital media. He also discusses his passion for building successful teams and businesses, sharing insights on cultivating interests over time. The conversation also touches on his favorite Chicago sports memories, law school at Harvard with Barrack Obama, and strategies for managing multiple ventures effectively. Main Takeaways:
- Identify niche opportunities and double down on what works
- Cultivate passions and interests over time
- Build strong teams to allow you to focus on work you enjoy Resources:
- Becker's Healthcare
- Scott Becker on LinkedIn
- MGMA Operations Conference MGMA Resources:MGMA StatAsk an AdvisorMGMA MembershipMGMA ConsultingWE WANT TO HEAR FROM YOU
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on the member spotlight podcast. Email us at dwilliams@mgma.com. If you have a question for our senior advisor, Cristy Good, email advisor@mgma.com.

Walmart Business:
This episode of the MGMA podcast is brought to you by Walmart Business. It’s the Walmart you love, now for your business. Get everything you need for your staff & patients in one place. Enjoy big savings on health & safety products, cleaning supplies, OTC medications & much more. And don’t forget the break room snacks! Create a free account today and start shopping at business.walmart.com. Again, that’s business.walmart.com. 1st Call Triage
Introducing 1st Call Triage, your ultimate remote medical staffing solution! With their Office Hours Nurse Triage Line, Front Office Services including appointment scheduling and insurance verification, and Back Office Services managing medication refills and prior authorizations, 1st Call Triage, can streamline your practice's operations. Plus, their Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) ensure comprehensive patient care. So Make the right call: 1st Call Triage is the first and only call you need for efficient, cost-effective, and high-quality medical staffing. Visit their website at 1stCallTriage.com to revolutionize your practice! Again, that's 1stCallTriage.com. MGMA Analytics:
"The popular buzzword we've been seeing everywhere is AI. But what we all want to know is how we can implement and use it to our advantage. When it comes to improving margins, accelerating cash flow, and optimizing staff performance, there's a one-stop shop using cloud-based predictive analytics. MGMA Analytics is your AI-enabled tool that upscales technology you're already paying for, so you can silo your disparate systems and make data-backed business decisions. Visit mgma.com/analytics and see how AI can revolutionize your finances and operations."  

MGMA Insights: Unlocking Healthcare Media Success with Scott Becker

In this episode, host Daniel Williams meets with Amy Lafko to explore her transformative journey from physical therapist to healthcare consultant. Listeners will learn about Amy's career progression, from her initial experiences in a trauma hospital to her pivotal roles in rehabilitation and urgent care settings and, ultimately, her shift into consulting. She shares key lessons on team building, the importance of mentorship, and her development of the people-first methodology that underpins her current consulting practice. Key Takeaways:Transition from clinical physical therapy to leadership and consulting roles in healthcareUtilization of mentorship and continuing education to navigate career changes and leadership challengesDevelopment of the people-first methodology to enhance employee satisfaction and patient careStrategic adaptation to hybrid and remote work environments in healthcare settingsEmphasis on continuous learning and development, highlighted by participation in programs like the Goldman Sachs 10,000 Small Businesses initiativeAdvocacy for operational changes that prioritize team engagement and support within healthcare practicesSources and Resources:Amy Lafko’s Professional Profile on MGMAPeople First: A Proven Method for an Exceptional Healthcare Practice (Book by Amy Lafko)Amy’s insights on emotional intelligenceAmy on better communicationMGMA Resources:MGMA StatAsk an AdvisorMGMA ConferencesMGMA ConsultingWE WANT TO HEAR FROM YOU
Let us know if there's a topic you want us to cover or an expert you would like us to interview or if you'd like to appear on the member spotlight podcast. Email us at dwilliams@mgma.com. If you have a question for our Sr Advisor Cristy Good, email advisor@mgma.com.

Walmart Business:
This episode of the MGMA podcast is brought to you by Walmart Business. It’s the Walmart you love, now for your business. Get everything you need for your staff & patients in one place. Enjoy big savings on health & safety products, cleaning supplies, OTC medications & much more. And don’t forget the break room snacks! Create a free account today and start shopping at business.walmart.com. Again, that’s business.walmart.com. 1st Call Triage
Introducing 1st Call Triage, your ultimate remote medical staffing solution! With their Office Hours Nurse Triage Line, Front Office Services including appointment scheduling and insurance verification, and Back Office Services managing medication refills and prior authorizations, 1st Call Triage, can streamline your practice's operations. Plus, their Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) ensure comprehensive patient care. So Make the right call: 1st Call Triage is the first and only call you need for efficient, cost-effective, and high-quality medical staffing. Visit their website at 1stCallTriage.com to revolutionize your practice! Again, that's 1stCallTriage.com. MGMA Analytics:
"The popular buzzword we've been seeing everywhere is AI. But what we all want to know is how we can implement and use it to our advantage. When it comes to improving margins, accelerating cash flow, and optimizing staff performance, there's a one-stop shop using cloud-based predictive analytics. MGMA Analytics is your AI-enabled tool that upscales technology you're already paying for, so you can silo your disparate systems and make data-backed business decisions. Visit mgma.com/analytics and see how AI can revolutionize your finances and operations."  

Consultants Corner: Putting People First for Better Healthcare Outcomes

Join hosts Daniel Williams and Colleen Luckett in this comprehensive MGMA Week in Review episode as they explore pressing healthcare issues today. From the latest cybersecurity measures to groundbreaking research in Alzheimer's disease and innovative strides in nursing education, this episode covers a spectrum of topics critical to healthcare professionals. Gain valuable insights and tips to safeguard your practice, understand genetic influences on Alzheimer's, and learn about new methodologies shaping the future of nursing. 
Sources and Resources Discussed:Medical Economics: Article by Sanjay Bhakta on cybersecurity defenses in the age of generative AI.Becker's Hospital Review: Article discussing new research on the genetic links to Alzheimer's disease.Fierce Healthcare: Article on the need for evolving nurse education by Amber Cools.Colorado Legislative Website: Information on new bills passed for investing in healthcare workforce education.MGMA Stat Poll: Results and analysis on how healthcare providers handle patient payment options.
MGMA Resources:MGMA StatAsk an AdvisorMGMA MembershipMGMA Consulting
WE WANT TO HEAR FROM YOU
Let us know if there's a topic you want us to cover or an expert you would like us to interview or if you'd like to appear on the member spotlight podcast. Email us at dwilliams@mgma.com. If you have a question for our Sr Advisor Cristy Good, email advisor@mgma.com.

Walmart Business:
This episode of the MGMA podcast is brought to you by Walmart Business. It’s the Walmart you love, now for your business. Get everything you need for your staff & patients in one place. Enjoy big savings on health & safety products, cleaning supplies, OTC medications & much more. And don’t forget the break room snacks! Create a free account today and start shopping at business.walmart.com. Again, that’s business.walmart.com. 1st Call Triage
Introducing 1st Call Triage, your ultimate remote medical staffing solution! With their Office Hours Nurse Triage Line, Front Office Services including appointment scheduling and insurance verification, and Back Office Services managing medication refills and prior authorizations, 1st Call Triage, can streamline your practice's operations. Plus, their Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) ensure comprehensive patient care. So Make the right call: 1st Call Triage is the first and only call you need for efficient, cost-effective, and high-quality medical staffing. Visit their website at 1stCallTriage.com to revolutionize your practice! Again, that's 1stCallTriage.com. MGMA Analytics:
"The popular buzzword we've been seeing everywhere is AI. But what we all want to know is how we can implement and use it to our advantage. When it comes to improving margins, accelerating cash flow, and optimizing staff performance, there's a one-stop shop using cloud-based predictive analytics. MGMA Analytics is your AI-enabled tool that upscales technology you're already paying for, so you can silo your disparate systems and make data-backed business decisions. Visit mgma.com/analytics and see how AI can revolutionize your finances and operations."  

MGMA Week in Review: Cybersecurity Strategies, Alzheimer's Insights, and Nursing Education Advances

In this episode, host Daniel Williams sits down with Julie Bouziotis to discuss her career journey from English literature student to healthcare administrator. Listeners will gain insights into Julie's path, from her unexpected start in orthopedics to taking on leadership roles in dermatology. She shares lessons learned along the way about developing skills, empowering teams, and lifelong learning. 
 Key Takeaways:
- Unexpected entry into healthcare administration from a humanities background
- Pursuit of additional credentials like MBA and fellowships for professional development 
- Views leadership as stewardship of the organization and its mission
- Focuses on optimizing teams and customer service through training and feedback
- Finds value in MGMA involvement, including communities, publishing and events
- Participates in the MGMA book club, discussing works that reinforce leadership best practices 
Sources and Resources:
- Stony Brook Dermatology Associates
- Julie on LinkedIn
- Julie's published articles on MGMA.com
- Books discussed in the MGMA book club, including "Leaders Eat Last"

Walmart Business:
This episode of the MGMA podcast is brought to you by Walmart Business. It’s the Walmart you love, now for your business. Get everything you need for your staff & patients in one place. Enjoy big savings on health & safety products, cleaning supplies, OTC medications & much more. And don’t forget the break room snacks! Create a free account today and start shopping at business.walmart.com. Again, that’s business.walmart.com. 1st Call Triage
Introducing 1st Call Triage, your ultimate remote medical staffing solution! With their Office Hours Nurse Triage Line, Front Office Services including appointment scheduling and insurance verification, and Back Office Services managing medication refills and prior authorizations, 1st Call Triage, can streamline your practice's operations. Plus, their Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) ensure comprehensive patient care. So Make the right call: 1st Call Triage is the first and only call you need for efficient, cost-effective, and high-quality medical staffing. Visit their website at 1stCallTriage.com to revolutionize your practice! Again, that's 1stCallTriage.com. MGMA Analytics:
"The popular buzzword we've been seeing everywhere is AI. But what we all want to know is how we can implement and use it to our advantage. When it comes to improving margins, accelerating cash flow, and optimizing staff performance, there's a one-stop shop using cloud-based predictive analytics. MGMA Analytics is your AI-enabled tool that upscales technology you're already paying for, so you can silo your disparate systems and make data-backed business decisions. Visit mgma.com/analytics and see how AI can revolutionize your finances and operations."  

MGMA Member Spotlight: One Administrator's Path to Leadership

This Episode:
This MGMA Women in Healthcare podcast episode, hosted by Adrienne Lloyd, welcomes Stephanie Mercado to the show. Mercado is the CEO and executive director of the National Association for Healthcare Quality (NAHQ). She joined the NAHQ in 2013 and has helped the organization achieve over 300% revenue growth and almost double its membership since then. In 2023, Modern Healthcare named Mercado one of the "100 Most Influential People in Healthcare". Highlights:
In the conversation, Mercado emphasizes that quality and safety encompass more than just regulatory compliance - they should be viewed as a business strategy that utilizes standard and reliable problem-solving techniques. When faced with dynamic issues, tools like failure mode effects analysis (FMEA) and the situation-background-assessment-recommendation (SBAR) framework can help structure thinking and planning. Mercado also stresses the importance of resilience among healthcare leaders. Despite the uncertainty, focusing on continuous improvement through patience and small wins can move the quality agenda forward. Professionals can better manage stress and drive positive change by clarifying roles, unpacking concerns, and embracing an iterative mindset. Main Takeaways:Quality improvement methods give healthcare workers a "toolkit" to effectively address opportunities and challengesTools like FMEA and SBAR provide neutral frameworks to identify issues, plan solutions, and bring teams together  Viewing quality as a long-term business strategy leads to more reliable outcomes than short-term compliance Adopting resilience through patience, adaptability, and celebration of incremental progress enhances successRoles clarification and unpacking sources of anxiety can help manage stress inherent to healthcare leadershipEpisode Sources:   Adrienne Palmer Lloyd Connect with Adrienne on LinkedIn
Adrienne’s Services & More  Stephanie Mercado Connect with Stephanie on LinkedIn  MGMA Resources:
MGMA Stat
Ask an Advisor
MGMA Membership
MGMA Consulting WE WANT TO HEAR FROM YOU
To see other episodes of the Women in Healthcare Podcast, watch the video versions on YouTube, or apply to be on an upcoming episode, please visit: https://bit.ly/womeninhealthcarepodcast

Walmart Business:
This episode of the MGMA podcast is brought to you by Walmart Business. It’s the Walmart you love, now for your business. Get everything you need for your staff & patients in one place. Enjoy big savings on health & safety products, cleaning supplies, OTC medications & much more. And don’t forget the break room snacks! Create a free account today and start shopping at business.walmart.com. Again, that’s business.walmart.com. 1st Call Triage
Introducing 1st Call Triage, your ultimate remote medical staffing solution! With their Office Hours Nurse Triage Line, Front Office Services including appointment scheduling and insurance verification, and Back Office Services managing medication refills and prior authorizations, 1st Call Triage, can streamline your practice's operations. Plus, their Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) ensure comprehensive patient care. So Make the right call: 1st Call Triage is the first and only call you need for efficient, cost-effective, and high-quality medical staffing. Visit their website at 1stCallTriage.com to revolutionize your practice! Again, that's 1stCallTriage.com. MGMA Analytics:
"The popular buzzword we've been seeing everywhere is AI. But what we all want to know is how we can implement and use it to our advantage. When it comes to improving margins, accelerating cash flow, and optimizing staff performance, there's a one-stop shop using cloud-based predictive analytics. MGMA Analytics is your AI-enabled tool that upscales technology you're already paying for, so you can silo your disparate systems and make data-backed business decisions. Visit mgma.com/analytics and see how AI can revolutionize your finances and operations."  

Business Solutions: Best Practices to Address Call Volume Challenges and Workflow Automation

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