MGMA Podcasts

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with Chris Seaman, vice president of enterprise sales at QGenda, to examine why expanding patient access requires more than hiring clinicians or building additional facilities. They discuss hidden capacity, fragmented operational workflows and the role of clinical supply intelligence in aligning providers, staff, space and equipment with patient demand.

Seaman explains how a unified source of operational data can help healthcare organizations distinguish genuine resource shortages from capacity that already exists but remains difficult to see or deploy. He also shares how stronger enterprise visibility can support staffing, ambulatory growth and capital investment decisions.

Episode Takeaways

• A shortage of providers, staff or exam rooms may be real, but it is not always the only cause of limited appointment availability. Capacity emerges when the appropriate clinician, care team, space, equipment and operating conditions are aligned around the same patient service.
• Ambulatory networks frequently operate as collections of individual clinics rather than as a connected enterprise. One location may be overwhelmed while another nearby location has available rooms and a fully staffed team.
• “Hidden capacity” describes resources that exist but cannot be readily identified or deployed. Examples include a provider session opened by a cancellation, an underused room at another site or a qualified care team whose schedule is not aligned with current demand.
• Planned capacity and actual capacity can differ significantly. Schedule changes, cancellations, staffing adjustments and room availability continually alter what an organization can deliver, but disconnected systems may not reflect those changes quickly enough.
• Adding clinicians, employees or facilities does not automatically create an integrated operating model. Without enterprise visibility, new resources can remain confined to local workflows and fail to produce the expected improvement in patient access.
• Provider scheduling can serve as a foundational source of truth because changes to a provider’s schedule affect staffing, room assignments, equipment needs and appointment availability. Keeping competing or disconnected schedules can lead to outdated information and operational mistakes.
• Clinical supply intelligence gives leaders an actionable view of the people, time and physical resources available to deliver care. This can support more responsive staffing, resource redeployment and enterprise-level capacity management.
• Better operational intelligence can also improve capital planning. Before acquiring or building more ambulatory space, leaders should determine whether existing clinics are being fully utilized and whether patient volume could be shifted across the network.

Resources

• QGenda
• Connect with Chris Seaman on LinkedIn
• MGMA Insights Podcast Network
• "Optimize patient panels without burning out your providers" (MGMA article)
• MGMA Patient Experience Playbook 

MGMA Members: Would like to appear on an episode? Email us at [email protected]. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with Adam Pople, MGMA's 2026 Legislative Liaison of the Year, to discuss healthcare advocacy, legislative engagement, and the role practice leaders can play in shaping policy. 

Pople reflects on his journey into advocacy, shares lessons learned as Missouri's MGMA legislative liaison, and explains why storytelling is one of the most powerful tools healthcare leaders can bring to lawmakers.

Episode Takeaways

• Pople reflects on being named MGMA's 2026 Legislative Liaison of the Year and the mentors who helped launch his advocacy journey.
• Legislative liaisons serve as a bridge between healthcare organizations and government, translating complex policy issues into actionable insights for practice leaders.
• Healthcare professionals should not underestimate the value of their expertise when speaking with legislators, many of whom come from non-healthcare backgrounds.
• Effective advocacy combines three elements: a policy position, supporting data, and a compelling real-world story.
• Missouri MGMA partnered with the Missouri State Medical Association during White Coat Day to engage lawmakers on key healthcare issues.
• Prior authorization reform remains a major advocacy priority, highlighting both the challenges and importance of sustained legislative engagement.
• Staying informed about legislative developments helps practices prepare proactively for regulatory and operational changes rather than reacting after implementation.
• Outside of healthcare leadership, Adam and his wife operate a durable medical equipment business focused on mastectomy and lymphedema care, and he volunteers as an archery coach for elementary and middle school students.

Resources

• Connect with Adam Pople on LinkedIn
• MGMA Leaders Conference 2026, San Antonio
• Missouri MGMA
• Missouri State Medical Association (MSMA)
• National Archery in the Schools Program (NASP)
• MGMA Government Affairs April 2026 Prior Authorization Position Paper
• "Fewer than 1 in 10 practices see faster prior auth turnarounds in 2026" (Sept. 2026 MGMA Stat article)

MGMA Members: Would you like to appear on an episode? Email us at [email protected]. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams chats with Tracy Bird, MGMA’s 2026 Lifetime Achievement Award recipient, about a healthcare career shaped by curiosity, service, and enduring professional relationships. Bird reflects on entering medical practice administration in the paper-chart era, adapting to decades of technological change, and helping emerging leaders build the knowledge and confidence needed to navigate an increasingly complex industry.

She also shares why mentorship has remained central to her work, how MGMA and ACMPE became professional lifelines and what practice leaders at every career stage can learn from one another.

Key Takeaways

• Bird began her career in a pediatric practice after earning a degree in fashion merchandising. A physician mentor encouraged her questions and helped spark a lifelong interest in medicine and practice operations.
• Although specialties and organizations differ, Bird sees three foundational functions across medical practices: patient access, clinical workflow and revenue cycle management.
• Technology represents the most significant transformation Bird has witnessed during her career. Electronic medical records and other digital tools have reduced many labor-intensive paper processes while creating new opportunities for efficiency.
• Artificial intelligence can support valuable business uses in medical practices, but leaders should approach it thoughtfully. Its potential is especially important as reimbursement pressures grow and healthcare operations become more complex.
• Mentorship is a way of returning the support Bird received early in her career. She describes hospitality not simply as entertaining, but as welcoming people and creating a setting in which they feel safe asking questions and developing professionally.
• Strong consulting relationships can grow into lasting personal connections. Bird recalls supporting one client for approximately 25 years, from launching a rural occupational health practice to helping the client’s family close the practice after her unexpected death.
• Bird encourages emerging leaders to be genuine, remain curious and admit when they do not know an answer. Healthcare changes too quickly for any leader to stop learning.
• Experienced professionals and emerging leaders have complementary strengths. New leaders bring fresh ideas, while seasoned professionals provide context about how healthcare reached its current state and why earlier lessons still matter.

Resources

• Connect with Tracy Bird on LinkedIn
• Tracy Bird's recognition at MGMA’s 2026 annual conference in San Antonio: 2026 Awards and Recognition Reception (Invite Only) | Saturday, September 26 | 5:00 PM - 6:30 PM CT | Location: The Briscoe Western Art Museum
• MGMA Awards
• MGMA Mentor Program
• MGMA ACMPE certification and Fellowship pathways

MGMA Members: Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with Jamaal Campbell, general manager of Physician Enterprise at Hallmark, to explore how healthcare organizations can simplify physician compensation, reduce administrative risk and give leaders faster access to reliable workforce data.

Campbell explains why compensation administration remains highly dependent on spreadsheets and disconnected systems, even as physician enterprises grow more complex. He also discusses the financial and compliance consequences of manual processes, the importance of transparency for physician and APP engagement, and the groundwork organizations should complete before adopting a compensation management platform.

Episode takeaways

• Physician compensation often depends on disconnected data. Information may originate in the electronic health record, practice management platform, human resources systems, contracts and locally maintained spreadsheets. Every handoff introduces another opportunity for an error or delay.
• Simpler plans can improve understanding and trust. Physicians and APPs may not know how complicated compensation formulas translate into their payments. Clearer mechanics and accessible performance data help providers understand how they are paid and assess whether calculations are accurate.
• Specialized compensation talent is increasingly difficult to find. As physician enterprises expand through employment and consolidation, organizations need analysts and leaders who understand finance, contracts, benchmarks and compensation mechanics. Campbell says professionals with that combination of expertise have become organizational “unicorns.”
• A single source of truth supports faster decisions. When compensation calculations and source data are brought together, leaders can model potential changes without waiting days for spreadsheets to be rebuilt. That can make it easier to assess a new metric, benchmark or fee schedule using historical performance.
• Spreadsheet errors can create significant financial exposure. Campbell notes that even a 3% to 5% error rate would represent $3 million to $5 million for an organization administering $100 million in annual provider compensation. The actual exposure may be difficult to determine when organizations do not consistently track errors.
• Contract terms and payment practices must remain aligned. A compensation model may calculate payment one way while the provider’s contract requires something different. Connecting contracts, calculations and established compliance guardrails can help organizations identify inconsistencies before they become larger problems.
• Provider confidence affects more than payroll. When physicians and APPs cannot verify their compensation, the resulting frustration may weaken engagement, contribute to attrition and distract clinicians from patient care. Transparent reporting gives providers the evidence they need to understand their performance and compensation.
• Discovery should come before implementation. Campbell recommends cataloging every compensation plan, formula, exception and workflow before selecting or deploying a new system. Finance, human resources, operations and physician compensation teams should participate so the organization understands its current state and agrees on the desired future process.

Resources

• Hallmark Health
• Connect with Jamaal Campbell on LinkedIn
• Financial Management at MGMA

MGMA Members: Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with Kelly Miller, product manager for Enterprise Information Systems Business at Fujifilm, and Jannine Walker, senior vice president of sales and business development at Human Assets.

Ahead of their session at The MGMA Annual Conference in San Antonio, Miller and Walker explain how authentic networking can create friendships, expand professional perspectives, and open unexpected career opportunities. They share practical ways to navigate conferences when introducing yourself does not come naturally. Their advice includes preparing before an event, setting manageable goals, moving beyond familiar professional circles, and using informal conference moments to form genuine connections.

Episode takeaways

• Networking can shape a career in ways that are difficult to predict. Walker traces her current leadership role to relationships built through the Radiology Business Management Association, while Miller explains how maintaining a connection with a Fujifilm representative ultimately helped her move from healthcare operations into product management.
• The most valuable conference conversations often happen outside formal sessions. Receptions, meals, vendor-hall visits, coffee breaks, and other informal gatherings give attendees room to connect as people rather than job titles.
• Preparation makes an unfamiliar room feel more manageable. Reviewing the conference app, identifying a few people or organizations of interest, and learning about exhibitors in advance can provide natural starting points for conversation.
• A small networking goal is often more productive than trying to meet everyone. Walker and Miller recommend aiming for one or two meaningful introductions. One new contact may then introduce you to several others, allowing a network to grow organically.
• Good networking is relational, not transactional. Instead of immediately launching into a sales pitch or exchanging business cards, begin with an approachable question about the event, a restaurant, a session, or even the coffee line. Listen closely and look for common ground.
• The vendor hall can be a useful practice environment. Exhibitors are ready to begin conversations, which removes some of the pressure from attendees. Conversations with other people visiting the same booth can also reveal shared operational needs and interests.
• Moving beyond your usual professional circle creates new possibilities. Connecting with people from different specialties, disciplines, or roles can broaden your understanding of healthcare and lead to opportunities that would not emerge inside a familiar peer group.
• Relationships require continued investment after the conference. Staying connected, offering support, listening for what another person needs, and contributing value are what turn a brief introduction into a durable professional relationship or friendship.

Connect with Our Guests

• Kelly Miller on LinkedIn, and learn more about Fujifilm
• Jannine Walker on LinkedIn, and learn more about Human Assets and Radiology Business Management Association

MGMA Networking Opportunities

• Connect with peers at the 2026 MGMA Annual Conference | September 27-30, 2026 | San Antonio, TX
• MGMA Member Community
• MGMA Resource Groups 

Related MGMA Resources

• How MGMA’s Early Careerist Group builds the future of healthcare leadership (podcast)
• Member Spotlight: Delores McNair and Bryana Blanco on the impact of mentorship (podcast)
• The human side of networking: Why connection matters more than ever in healthcare administration (article)

MGMA members: Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams has a conversation with Rob Ware, senior vice president and general manager of revenue cycle management at ModMed, about how artificial intelligence is reshaping medical billing and financial operations. Ware explains why revenue cycle management has reached an inflection point, how organizations can respond as payers adopt increasingly sophisticated technology, and what practice leaders should examine before adding another solution to their technology stack.

Episode takeaways

• Revenue cycle management is moving beyond rules and individual expertise. Billing has traditionally depended on experienced professionals navigating an enormous and constantly changing mix of payers, plans, codes and requirements. Machine learning and AI can evaluate more of those variables at once, giving organizations an opportunity to make revenue cycle performance more consistent and scalable.
• Smaller amounts of revenue can no longer be dismissed. Rising operating costs, stagnant reimbursement and expanding administrative requirements have narrowed practice margins. Under those conditions, improving net collection rate by even one or two percentage points can have a meaningful financial impact.
• Practices increasingly need to “fight AI with AI.” Payers are using automation and AI to apply edits, conduct initial claim reviews and accelerate denial decisions. Practices need tools capable of identifying changing denial patterns quickly, rather than relying exclusively on monthly or quarterly reports that describe problems after they have already affected cash flow.
• Technology purchases should begin with a specific source of pain. Before selecting a solution, leaders should determine whether their primary leakage comes from charge capture, prior authorization, coding, denials, appeals or another part of the workflow. A clearly defined problem makes it possible to choose the appropriate technology and establish a meaningful measure of success.
• Integration matters as much as individual functionality. Stand-alone applications may solve isolated tasks, but using numerous point solutions can produce expensive and unreliable data transfers. Ware advises practices to prioritize technology that integrates closely with the EHR, practice management platform and other core systems of record.
• Prediction is most valuable when it leads to prevention. Flagging a claim immediately before submission may be too late if the missing information must come from the patient or physician. More advanced revenue cycle tools can bring guidance forward in the workflow, allowing staff to obtain required information while the patient is still present or while the clinician is completing documentation.
• Technology may reshape staffing and outsourcing decisions. Persistent hiring challenges are encouraging more organizations to consider strategic RCM partnerships. Better dashboards, real-time tracking and operational visibility can help leaders retain oversight even when work is handled outside the practice. AI-enabled guidance may also help less-experienced employees become productive more quickly, although knowledgeable revenue cycle professionals remain essential.
• Net collection rate remains a critical measure of financial health. By comparing the amount collected with the amount contractually available to collect, net collection rate provides a broad view of revenue cycle performance. Because it is a lagging indicator, however, practices should monitor it alongside earlier operational measures that can expose emerging authorization, denial and workflow problems.

Resources

• ModMed Revenue Cycle Management
• Connect with Rob on LinkedIn
• MGMA Insights Podcast Network
• Beyond the hype: Practical AI applications that improve access, capacity, and revenue (MGMA article)
• How AI and Human Talent Can Work Together to Transform Medical Practices (MGMA podcast)

Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

This episode is sponsored by ModMed.
Every denied claim costs time and money to rework — for care you’ve already delivered. While payers sharpen their own AI tools, ModMed RCM Services pairs seasoned billing specialists with AI designed to help flag claims at risk before they go out the door, so your team can fix issues upfront instead of appealing after the fact. Learn more here.

Earlier this year, MGMA Stat polling found that one in three physicians either retired or left their practice in the past year due to burnout, while nearly half of medical group leaders said physician burnout is getting worse. In this episode of the MGMA Insight Podcast Network, host Daniel Williams chats with Dr. David Klemanski, chief of the Division of Psychology and director of postdoctoral training at Cambridge Health Alliance, and a faculty member at Harvard Medical School, to explore how short mindfulness and movement practices may help medical practice workers manage stress before it becomes chronic.

Dr. Klemanski shares findings from a randomized controlled trial conducted with Caravan Wellness, examining whether five- to 10-minute mindfulness or movement interventions can improve stress, emotional regulation, quality of life and motivation. The conversation moves from research design to everyday application, including what to do when a stressful moment hits, why prevention matters, and how busy healthcare professionals can begin building habits before they need them most.

Episode Takeaways

• Stress has shifted from episodic to chronic for many people. Dr. Klemanski notes that stress is no longer something many workers experience in isolated bursts. For clinicians, practice leaders and staff members, stress increasingly functions as a constant overlay on daily life.
• Mindfulness is not about “doing nothing.” Dr. Klemanski defines mindfulness as paying attention in the present moment, on purpose and without judgment. In hectic medical practice environments, that can mean pausing long enough to recognize a worry loop, a reactive emotion or an unhelpful automatic behavior.
• Micro moments can create meaningful behavior change. The study tested brief daily interventions, typically around 10 minutes, using mindfulness practices or guided physical movement. Participants who engaged with these short practices showed improvements in stress, anxiety, emotional regulation, quality of life and motivation.
• The study compared mindfulness, movement and a control group. Participants were randomly assigned to mindfulness activities, physical movement activities or a wait-list control group. The goal was to examine whether brief wellness practices could produce measurable change over time.
• Motivation matters when building healthier habits. One of the study’s notable findings was that people who practiced these micro-interventions often became more motivated to continue wellness-oriented behaviors. Dr. Klemanski emphasized that this habit formation is central to longer-term sustainability.
• The best time to learn mindfulness is before a crisis moment. Dr. Klemanski cautions that trying to learn mindfulness in the middle of an emotional storm is difficult. Practicing during calmer moments helps train the brain so the skill is available when stress, rumination or frustration rises.
• Movement can be a mindfulness practice too. For people who struggle with seated meditation, movement-based practices such as stretching, yoga, light exercise, cardio or resistance training can offer similar benefits. The key is being intentional and present rather than simply checking out.
• Technology can either distract or support regulation. Daniel and Dr. Klemanski discuss the common reflex to scroll through a phone during small pockets of downtime, such as standing in line. Wellness apps may help redirect that impulse toward a more restorative use of those same few minutes.

Resources

• Connect with Dr. David Klemanski on LinkedIn
• Learn more about Caravan Wellness
• Learn more about Harvard Medical School
• "Staying vigilant against physician burnout: Is progress being made?" (MGMA Stat article)
• "Can focusing on burnout cause more burnout?" (MGMA Insight article)
• "Addressing clinician burnout with a focus on their calling to medicine" (MGMA Stat article)
• MGMA Insights Podcast Network

Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

This episode is sponsored by ModMed.
Every denied claim costs time and money to rework — for care you’ve already delivered. While payers sharpen their own AI tools, ModMed RCM Services pairs seasoned billing specialists with AI designed to help flag claims at risk before they go out the door, so your team can fix issues upfront instead of appealing after the fact. Learn more here.

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with G. Shah, Chief Product and Strategy Officer at NextGen Healthcare, to explore why healthcare organizations need to redesign workflows around patients and providers rather than simply layering on more technology.
 
They discuss workflow debt, provider burnout, trusted data, interoperability, and how healthcare leaders can take a more strategic approach to AI adoption.

Episode Takeaways

• Healthcare's biggest challenge isn't technology, it's workflow design. Many organizations have accumulated layers of technology solutions over time without reevaluating the end-to-end experience for providers, staff, and patients.
• Broken workflows create organizational "debt." Administrative burden, staff frustration, provider burnout, and inefficient processes accumulate when organizations continue to build on outdated workflows rather than redesigning them.
• Technology should enable care, not dictate it. Shah argues that providers have spent years adapting to software workflows when technology should instead adapt to how clinicians deliver care.
• The best technology becomes invisible. Effective technology supports patient care in the background, allowing providers to focus on face-to-face conversations and meaningful interactions rather than screens and documentation.
• Patients experience workflow failures even when they don't see them. Delayed referrals, redundant paperwork, repeated questions, and disconnected systems all create friction that negatively impacts the patient experience.
• Trusted data is essential for better care and efficiency. Organizations need confidence in the accuracy, source, and provenance of information to reduce duplicate work, unnecessary testing, and repeated verification.
• AI alone won't solve broken processes. Applying AI to inefficient workflows may simply make broken processes run faster. Healthcare leaders should redesign desired workflows first, then determine where AI creates meaningful value.
• Evaluate AI through an end-to-end workflow lens. Before investing in point solutions, organizations should assess how AI tools integrate into existing workflows, share data, and support the broader patient and provider experience.

Resources

• Connect with G. Shah on LinkedIn
• Learn more about NextGen Healthcare
• Webinar discussed in this episode: Healthcare Has Normalized Broken Workflows: How High-Performing Practices Are Redefining What's Possible (on demand)
• Register or access MGMA webinars 

Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

This episode is sponsored by ModMed.
Every denied claim costs time and money to rework — for care you’ve already delivered. While payers sharpen their own AI tools, ModMed RCM Services pairs seasoned billing specialists with AI designed to help flag claims at risk before they go out the door, so your team can fix issues upfront instead of appealing after the fact. Learn more here.

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams speaks with Sean Nguyen of Ochsner Health about the evolution of Ochsner's award-winning spine care initiative, the power of clinician collaboration, practical applications of AI in healthcare, and what attendees can expect from his upcoming presentation at the MGMA Annual Conference in San Antonio.

Nguyen first joined the podcast as the recipient of MGMA's Harwick Innovation Award. Now, nearly two years into the implementation of Ochsner's coordinated spine care model, he shares lessons learned, measurable outcomes, and why the framework can extend well beyond spine care to improve access and care navigation across the healthcare continuum. The conversation also explores AI adoption, conference planning, and the importance of maintaining passions outside of work.

Episode Takeaways

• Ochsner's spine care initiative was designed to create a seamless patient experience regardless of where a patient enters the healthcare system, ensuring "right care, right place, right time."
• Nearly two years after implementation, the program continues to demonstrate positive results through improved patient access, strong patient satisfaction scores, and high clinician engagement.
• One of the biggest successes has been increased collaboration among physicians, therapists, pain management teams, and other specialists across the health system.
• Nguyen believes the same care coordination framework can be applied to a wide range of conditions, including diabetes, hypertension, dermatology concerns, and other complex care pathways.
• Technology and process improvement go hand in hand. Effective coordination requires both the right workflows and the right digital tools.
• Ochsner is leveraging AI across multiple areas, including call center operations, decision support, ambient documentation, prior authorization workflows, and administrative burden reduction.
• Nguyen has become a daily user of Microsoft Copilot, using it to prepare for meetings, summarize projects, organize priorities, and enhance communication.
• As a member of MGMA's inaugural Annual Conference Planning Committee, Nguyen offers a behind-the-scenes look at how the conference experience is designed with attendee engagement, education, networking, and logistics in mind.
• Outside of healthcare leadership, Nguyen relies on movies, comics, and superheroes as a way to recharge, combat compassion fatigue, and maintain balance.

Resources

• MGMA Annual Conference 2026 (September 27-30, San Antonio)  | Sean Nguyen's session: "Blowing Up the Front Door: Reinventing Access and Redesigning Care"  | Tuesday, September 29, 1:30 p.m. CT
• Connect with Sean Nguyen on LinkedIn
• Listen to Sean Nguyen's previous MGMA Insights Podcast episode discussing his Harwick Innovation Award-winning work
• MGMA Podcast Network

Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!

This episode is sponsored by ModMed.
Every denied claim costs time and money to rework — for care you’ve already delivered. While payers sharpen their own AI tools, ModMed RCM Services pairs seasoned billing specialists with AI designed to help flag claims at risk before they go out the door, so your team can fix issues upfront instead of appealing after the fact. Learn more here.

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams has a conversation with Dr. Pamela Ograbisz, vice president of clinical operations at LocumTenens.com, and Dr. Jamie Threatt, telehealth program director at LocumTenens.com, about the root causes of patient access challenges, optimizing advanced practice providers (APPs), reducing clinician burnout, and the role telehealth can play in expanding capacity. Rather than defaulting to recruitment when wait times grow, they explore how healthcare leaders can uncover workflow bottlenecks, redesign care delivery models, and better align resources to improve both patient and clinician experiences.

Episode Takeaways

• Many patient access problems originate upstream from the clinician schedule. Intake processes, referral pathways, message routing, and screening workflows often create delays long before a provider shortage becomes apparent.
• APPs have become a standard part of healthcare delivery, but many organizations still have opportunities to use physician-APP teams more strategically to expand access in high-demand specialties.
• Healthcare leaders should carefully examine task ownership. Intake screening, message triage, and certain follow-up activities may not require physician involvement and can often be handled by nurses, APPs, telehealth staff, or technology-enabled workflows.
• Reviewing patient flow helps reveal hidden barriers. Delays related to referrals, imaging, communication handoffs, and scheduling can significantly affect access and productivity across a service line.
• Successful operational redesign depends on engaging the people doing the work. Physicians, APPs, nurses, technical staff, support employees, and patients each bring valuable perspectives on workflow challenges.
• There is no universal blueprint for operational improvement. Every organization has unique patient populations, staffing models, referral patterns, and processes that require customized solutions.
• Workflow inefficiencies contribute directly to clinician burnout. Administrative burdens, fragmented communication, and poorly designed processes often increase workload and reduce time available for patient care.
• Telehealth remains an underutilized opportunity in many organizations. Service lines with long wait times, hard-to-fill positions, or ongoing turnover may benefit from virtual care models that improve access while supporting patients with transportation, mobility, or caregiver limitations.
• When a service line struggles, leaders should begin by listening. Quantitative metrics are important, but clinicians and frontline staff often have the clearest understanding of what is actually broken within a workflow.

Resources

• Connect with Dr. Pamela Ograbisz on LinkedIn
• Connect with Dr. Jamie Threatt on LinkedIn
• LocumTenens.com
• LT Telehealth
• MGMA Podcasts
• Productivity and Burnout article 

Email us at [email protected] if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to [email protected]. Don't forget to subscribe to our network wherever you get your podcasts!