In this episode of the MGMA Insights Podcast, host Daniel Williams sits down with award-winning storyteller, comedian, and motivational speaker Kelly Swanson to discuss the power of storytelling in healthcare leadership. In this conversation, Kelly shares how medical practice leaders can use storytelling to reframe stress, connect with patients and staff, and create a meaningful workplace culture.

Storytelling is more than just entertainment—it’s a leadership tool that can shape culture, improve patient and staff engagement, and create a sense of purpose in even the most stressful environments. If you’re a healthcare leader navigating burnout, administrative overload, and patient care challenges, this episode provides actionable insights to help you use the power of storytelling to lead more effectively.

Storytelling as a Leadership Tool

• "Your story shows us who you are without you having to tell us," Kelly explains.
• A well-crafted story builds trust among staff, patients, and leadership teams.
• Leaders can use personal and organizational stories to motivate teams, humanize their leadership, and create stronger workplace connections.

Reframing Stress Through Narrative

• Stress isn’t just what happens—it’s the story we tell ourselves about what happens.
• Leaders should pay attention to their internal dialogue and reframe negative thoughts into stories of resilience and purpose.
• Encouraging staff to reframe their own workplace challenges through storytelling can improve engagement and reduce burnout.

Creating Meaningful Patient and Staff Connections

• Small personal gestures can have a big impact on patient experiences.
• Kelly shares a story about a healthcare worker who learned her father loved The Eagles and created a personalized playlist for him—a small act that left a lasting impression.
• Humanizing patient interactions through storytelling can increase trust and improve patient satisfaction.

Why Every Leader Needs a 'Why' Story

• Leaders should define their personal ‘Why’ story—a moment that connects them to their greater mission in healthcare.
• Encouraging staff to share their own stories creates a culture of purpose-driven work and deeper engagement.

Keeping the Spark Alive Beyond a Single Moment

• Conferences and motivational talks inspire in the moment—but how do leaders sustain that energy?
• Leaders should integrate storytelling into daily operations through:

1. Story-based team meetings
2. Collecting and sharing patient and staff success stories
3. Using social media to showcase the human side of healthcare

The Future of Storytelling: Emotional Intelligence in the Age of AI

• As technology evolves, storytelling will become an essential leadership skill.
• Kelly believes emotional intelligence and storytelling will be the most valuable skills in the future workforce, helping leaders connect, inspire, and lead through change.

Resources and Links:

KellySwanson.net – Official website for Kelly Swanson

Story Impact Network – Free storytelling resources

Kelly Swanson on LinkedIn – Connect with Kelly for storytelling insights
Affirmation Journal for Positive Thinking - Purchase Kelly's book

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

In this episode of the MGMA Member Spotlight Podcast, host Daniel Williams welcomes Julie Mobley, the founder of Gemstone Consulting and the practice administrator at Coleman Internal Medicine in North Alabama. Julie is set to speak at the upcoming MGMA Operations Conference in Las Vegas, where she will be addressing the topic of navigating patient financial responsibility.

Key Takeaways:

• Julie shares her diverse healthcare journey, including her background in speech pathology, software testing, and eventually transitioning into healthcare administration.
• Julie has been an MGMA member for 10 years, initially introduced to the organization through her work with an EMR company.
• As a practice leader, Julie emphasizes the importance of effective communication, emotional intelligence, and understanding personality differences to foster strong team dynamics.
• Managing a remote chronic care management team presents unique challenges, which Julie addresses through quarterly in-person meetings and leveraging a physician-led leadership team.
• Patient financial responsibility is a significant issue, with the recent rule change prohibiting the reporting of patient collections to credit bureaus. Julie outlines the impact on financial stability, administrative burden, and patient relationships.
• Julie discusses strategies for educating patients on financial policies, including utilizing various communication channels and providing easy-to-understand resources.

Resources:

• MGMA Operations Conference: The show will be held March 2-4, Bellagio Resort & Casino, Las Vegas, NV
• Julie Mobley will be speaking twice at the show:
  • Bridging Gaps: Chronic Care Management and Value-Based Care (Monday, March 3, 7:30 AM – 8:30 AM PDT)
  • Navigating Patient Financial Responsibility (Monday, March 3, 10:15 AM – 11:15 AM PDT)

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

In this episode of the MGMA Week in Review podcast, host Daniel Williams discusses the importance of financial accuracy in healthcare organizations through regular audits of payer payments. He also addresses the challenges faced by women physicians and highlights the role of the MGMA Women's Forum in advancing gender equity in medicine. In recognition of Valentine’s Day, Daniel shares key insights on heart health and practical steps for cardiovascular well-being.

Key Topics Covered:

The Importance of Regular Audits for Accurate Reimbursement

• 47 percent of medical group practice leaders conduct monthly or quarterly audits of payer payments.
• Auditing helps detect underpayments, claim denials, and inconsistencies in reimbursements.
• Suggested actions for healthcare organizations:
  • Implement structured audit processes to compare payer remittances with contracted fee schedules.
  • Use automated auditing tools in revenue cycle management.
  • Conduct retrospective audits of claims to identify patterns of underpayment.
• Read More Here

Advancing Women Physicians in Healthcare

• Women physicians face higher rates of burnout, depression, and suicide compared to their male counterparts.
• Sponsorship and allyship are essential for increasing leadership opportunities and professional recognition.
• The MGMA Women’s Forum provides networking, resources, and support for women in healthcare leadership.
• Join the MGMA Women’s Forum

Heart Health Awareness for Valentine’s Day

• Cardiovascular disease remains the leading cause of death in the United States.
• Simple heart-healthy choices for Valentine’s Day:
  • Choose nutritious meal options over heavy, processed foods.
  • Opt for dark chocolate, which offers cardiovascular benefits.
  • Engage in physical activity such as walking or exercise.
  • Learn CPR, a life-saving skill that can make a difference in emergencies.
• Heart Health Tips

Stay Connected

• Subscribe to the MGMA Week in Review podcast for future episodes.
• Join the Conversation: Sign up for MGMA Stat to participate in weekly polls.
• Follow MGMA for the latest insights in medical practice management.

For more information or to suggest a topic, visit MGMA.com.

Host: Daniel Williams
Podcast Website: MGMA Podcasts

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

CEO of Insight Marketing Group Jennifer Thompson joins the MGMA Insights Podcast to discuss how AI and automation transform medical practices. She shares strategies for improving patient engagement, streamlining operations, and reducing staff burnout. Jennifer will also speak at the MGMA Operations Conference in Las Vegas (March 2-4, 2025) on "Harnessing AI and Automation for Next-Level Healthcare."

Key Takeaways:

AI is changing how patients find healthcare.

• AI-driven search engines like ChatGPT and Gemini are replacing traditional Google searches.
• Optimize website content with FAQs, structured question-answer formats, and voice search compatibility.

AI and automation reduce staff burnout.

• Online scheduling lowers administrative workload.
• AI-driven appointment reminders decrease no-shows.
• Chatbots handle patient inquiries and referrals.

AI improves practice operations and billing.

• AI receptionists manage scheduling, intake, and follow-ups.
• Automated billing and coding tools increase accuracy and reduce claim denials.
• AI tools help update and maintain online practice listings.

Steps to get started with AI today.

• Implement appointment reminders and online scheduling.
• Add a chatbot to your website.
• Optimize website content for AI-driven search engines.
• Explore AI-driven intake and billing solutions.

Resources & Links:

• MGMA Operations Conference (March 2-4, 2025, Las Vegas) – Register Here
• Insight Marketing Group – Learn More
• MGMA Podcast Network – More Episodes

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

Accounts receivable management is the backbone of a healthcare practice’s financial health, and a well-run central billing office (CBO) can make all the difference. In this episode of Ask MGMA, host Daniel Williams speaks with MGMA expert Cristy Good about best practices for structuring and optimizing a CBO, including staffing, technology, training, and audits to improve efficiency and reduce claim denials.

Key Takeaways:

• Assessing Claim Volume and Staffing Needs – Analyze historical data to determine the appropriate size and structure for your CBO.
• Leveraging Technology – Integrated billing and coding software can streamline claims processing and reduce errors.
• Training and Pre-Submission Scrubbing – Regular training and a strong pre-submission review process help prevent costly claim denials.
• Conducting Regular Audits – Internal and external audits ensure coding accuracy and compliance with payer requirements.
• Improving Patient Communication – Clear financial policies and upfront conversations reduce misunderstandings and improve collections.
• Flexible Staffing and Outsourcing – Adjusting staffing during high-volume periods and outsourcing specialty coding can help maintain efficiency.

Key Performance Indicators (KPIs) to Monitor:

• Days Sales Outstanding (DSO) – Measures the time it takes to collect payment.
• Average Days Delinquent (ADD) – Tracks overdue payments and potential staffing gaps.
• Accounts Receivable Turnover Ratio (ART) – Evaluates efficiency in converting receivables into cash.
• Collection Effectiveness Index (CEI) – Assesses the overall success of the collections process.
• Initial Denial Rate – Helps identify inefficiencies in claim submission.
• Staff Productivity – Measures the number of claims processed per staff member.

Resources: 

• For more information and support on effective KPI tracking and optimization, visit MGMA.com and explore our wide range of resources, including these resources: 

• MGMA DataDive: A comprehensive benchmarking tool that provides detailed metrics on network utilization, enabling practices to compare their performance against industry standards.  

• Even Better Data, Better Decisions: Advanced Business Intelligence for Medical Practices: This book offers techniques to integrate data for actionable insights, enhancing efficiency, profitability, and adaptability in medical practices while improving patient care. 

• Ask an Advisor: For personalized guidance, practices can reach out via email at [email protected] to connect with MGMA experts. 

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

Britt Frank joins the MGMA Insights Podcast to discuss why we get stuck, how our brains create decision paralysis, and small steps to break free. She shares practical strategies to reduce burnout, overthinking, and mental roadblocks—especially relevant for medical practice leaders. Britt will be a keynote speaker at the MGMA Operations Conference in Las Vegas (March 2-4, 2025), where she will dive deeper into overcoming workplace stress and decision fatigue.

Key Takeaways:

• Why We Get Stuck – The gap between knowing what to do and taking action.
• Overthinking & Decision Paralysis – More choices can create more stress, not clarity.
• The Power of Micro Yeses – Small actions build momentum and shift the brain into action.
• Motivation is Overrated – Taking action first creates motivation, not the other way around.
• Breaking Mental Loops – Shift from “Why am I stuck?” to “What’s my next small step?”
• The Need for Digital Breaks – Reduce device overload and reset focus with screen-free time.

Resources & Links:

• MGMA Operations Conference (March 2-4, 2025, Las Vegas) – Register Here
• Britt Frank on the web - Visit Here
• Britt Frank’s Book: The Science of Stuck – Get the Book
• James Clear’s Atomic Habits – Learn More

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

In this episode of the MGMA Women in Healthcare Podcast, host Adrienne Lloyd sits down with Tiffany Gibson, the founder of New Nurse Academy. Tiffany shares her journey from bedside nursing to nursing education and leadership, and discusses the importance of cultivating a "new nurse mindset" to navigate the evolving healthcare landscape. The conversation delves into the issues of burnout, emotional intelligence, work-life integration, and trauma-informed leadership.

Key Takeaways:

Redefining the "New Nurse" Mindset

• Tiffany's transition from hospital nursing to nursing education allowed her to "fall in love with nursing all over again" and led to the creation of New Nurse Academy. The goal is to help nurses develop a new mindset to thrive in the changing healthcare environment, which is increasingly focused on the bottom line.

Addressing Burnout and the Need for Emotional Intelligence

• Tiffany believes "burnout" is often used as a catch-all term that fails to capture the nuances of the challenges nurses face.
• She emphasizes the importance of emotional intelligence in managing stress, building resilience, and maintaining work-life harmony.

Developing Non-Negotiable Boundaries and Priorities

• Tiffany introduces the "Alignment Factor," a four-step process to help nurses and leaders establish their core values, desires, and non-negotiable boundaries.
• Four key steps of the "Alignment Factor:"
  1. Understanding your essence, your energetics, and your human design – how you were organically supposed to show up in the world.
  2. Knowing your heart's desires, your core desires – what your ideal life would look like with no restrictions.
  3. Identifying your values, as they are the guiding principles that shape your boundaries and non-negotiables.
  4. Creating your boundaries and non-negotiables based on your values, which serve as your "North Star" to help you make decisions aligned with living the life you want.

The Role of Trauma-Informed Leadership

• Tiffany emphasizes the need for healthcare leaders to adopt a trauma-informed approach, which puts the individual needs of their team members at the forefront.
• "If leaders can really form a connection and get a little bit of vulnerability from their team, their team would move mountains for the leader, which will help everything."

Embracing the Lessons of the Past

• Tiffany's personal experiences, both positive and negative, have shaped her approach as a consultant and coach.
• "I think I would want to change anything, because divine timing, I had to go through those things in those seasons of my life to get me to where I am now, to speak on it from a personal level."

Resources Mentioned in the Episode:

Adrienne Palmer Lloyd

Connect with Adrienne on LinkedIn

Connect with Tiffany on LinkedIn

Books & Additional Resources Mentioned:
Dare to Lead by Brené Brown – A book on embracing vulnerability and leading with courage.
The Confidence Code by Katty Kay and Claire Shipman – A guide to understanding and building confidence in professional settings.
Harvard Business Review Articles on Leadership & Inclusion – Recommended for strategies on fostering diverse leadership teams.
MGMA on Workforce Diversity & Inclusion – Available through MGMA’s official website.

The Women in Healthcare Podcast:
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:

The Women in Healthcare Podcast

Adrienne’s Services & More

MGMA Resources:

• MGMA Stat
• Ask MGMA
• MGMA Conferences
• MGMA Consulting

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

Welcome to the MGMA Week in Review podcast, hosted by Daniel Williams, senior editor at MGMA, and Colleen Luckett, editor and writer at MGMA. In this episode, we cover the eventful Senate confirmation hearing for Robert F. Kennedy Jr., the increasing representation of women in medical schools, the advancements in generative AI and precision medicine, a heartwarming community support program at Cleveland Clinic, and the critical role of workplace happiness in employee retention and engagement.
Articles Covered:

Robert F. Kennedy Jr.'s Senate Confirmation Hearing

• RFK Jr. faced tough questions from both Democrats and Republicans about his stance on vaccinations, healthcare access, and Medicaid.
• Senators raised concerns about his anti-vaccine rhetoric, vague responses on Medicaid, and ethical issues surrounding his financial ties.

More Women Entering Medical School Than Men for Sixth Straight Year: [Link to article]

•  Women now represent 51% of total medical school enrollment, reflecting ongoing efforts to promote gender diversity in the field.
•   Experts emphasize the importance of continuing efforts to ensure equal opportunities for women in medicine.

Generative AI and Precision Medicine Set to Transform Healthcare in 2025

•    AI-driven advancements will streamline administrative tasks and improve personalized treatment options.
•    Precision medicine will advance rapidly in digital pathology and multi-omics analysis.

Cleveland Clinic Launches "Discharge with Dignity" Program

•    The program ensures patients leave the hospital with clean, appropriate clothing, addressing situations where patients lack proper attire.
•    The program has assisted over 150 patients since its inception in August 2024.

Workplace Happiness: The Key to Retention, Engagement, and Productivity

•    A positive team culture is the most important factor for workplace happiness, according to a recent poll.
•    Leaders can build and sustain a strong workforce culture through a three-phase culture refinement process.

Thank you for listening to the MGMA Week in Review podcast, and we'll see you next time!

MGMA Resources:

• MGMA Stat
• Ask MGMA
• MGMA Conferences
• MGMA Consulting

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

Welcome to the MGMA Mindful Medicine Podcast! In this episode, host Daniel Williams is joined by Michelle Zellner, founder of Better Beings, health and happiness strategist, author, and corporate wellness trainer. Michelle shares her inspiring journey and provides invaluable insights on prioritizing self-care for healthcare professionals. Together, they discuss creating sustainable habits, recognizing early signs of burnout, and fostering a healthier mindset to balance professional and personal demands.

Key Takeaways:

• Self-Care Redefined: Self-care goes beyond surface-level activities like spa days. It’s about consistently meeting the fundamental needs of your “human,” including rest, nutrition, movement, and emotional care.
• Building Sustainable Habits: Michelle emphasizes starting small with realistic goals and embracing incremental progress instead of chasing instant results.
• The "BOSS" Method: Learn Michelle’s framework for self-reflection:
  • B: Be still, quiet, and breathe.
  • O: Observe your thoughts and energy without judgment.
  • S: Scan for physical or emotional signs of imbalance.
  • S: Serve your human by implementing actions that promote well-being.
• Overcoming All-or-Nothing Thinking: It’s better to do a little than nothing at all. Even five minutes of mindfulness or movement can create positive momentum.
• Stress and Burnout Management: Recognize behavioral and emotional changes as signs of burnout and take proactive steps to set boundaries, let go of perfectionism, and incorporate restorative practices.
• Creating Balance: Replace the idea of "work-life balance" with actively creating balance in all aspects of life by aligning your time and energy with your values.

Resources Mentioned:

• Michelle Zellner’s website: Better Beings
• Michelle’s books:
  • The YOU Revolution: The Journey of a Better Being (Available on Amazon)
  • The PFF is Your BFF: A Simple Guide to Fueling Your Busy Body (Available on Amazon)
• Michelle’s podcast: Be A Better Being Podcast
• Michelle’s blog and newsletter (Sign up via her website)
• Connect with Michelle Zellner on LinkedIn

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.

In this episode of the MGMA Insights Podcast, host Colleen Luckett is joined by Kelley Rice, MBA, FACMPE, practice administrator at Women’s Health Specialists, PLLC, in Tennessee. Kelley explores the challenges and opportunities in advancing equitable pregnancy care. She highlights systemic barriers that patients face and discusses practical strategies for healthcare leaders to bridge gaps in care and improve maternal outcomes.

Key Topics Discussed

• Understanding the systemic barriers to equitable pregnancy care.
• Practical ways healthcare organizations can address disparities in women's health.
• Kelley’s insights into creating inclusive, patient-centered care models.
• The importance of leadership and team collaboration in driving equity initiatives.
• Real-world examples of initiatives that have improved maternal health outcomes.

Resources and Links

• MGMA Article: Advancing Equitable Pregnancy Care Amid Systemic Barriers
• Learn More About Women’s Health Specialists, PLLC: Visit Website
• MGMA Practice Resources: MGMA Practice Solutions
• Additional MGMA Insights Podcast Episodes: Podcast Library

Stay tuned to the MGMA Insights Podcast for more expert perspectives and actionable advice on healthcare leadership and management. Contact us at [email protected], [email protected] or [email protected] if you have ideas for an episode or would like to join us as a guest.

This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.