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Unjargoned 10 | Pre-Service Collections, Prior-Auth Bots, and Patsy Cline w/Felicia Jamison
Felicia Jamison's team went from collecting $60,000 a year in upfront patient payments to $120,000–$140,000 a month. And patients prefer it that way.
Felicia is the Director of Revenue Cycle at Permian Regional Medical Center – a rural hospital in Andrews, Texas, serving an oil-field community where people drive 45 minutes for care and work shifts that don't match clinic hours. She joins Dave and Angie to talk about what it actually takes to modernize a 44-person revenue cycle team in a small town, and why her hospital is doing things that health systems with billions in margin still can't pull off.
In this episode:
- The shift to centralized scheduling — and how it freed providers to see 30–40 more patients a month
- Why upfront estimates only build trust if your back-end billing matches them
- Surgical loved-ones notifications: keeping families informed without pulling nurses from the bedside
- Save-your-place-in-line at the QuickCare clinic, and the real cost of a patient who walks out frustrated
- Where agentic AI fits in a community that wants to feel like they're talking to a real person
- The advice Felicia would send back to herself four years ago
Plus the personal story behind why building something better at Permian Regional matters to her.
🎧 Subscribe for more conversations with the people actually doing the work in healthcare.
View all episodes
By Luma HealthFelicia Jamison's team went from collecting $60,000 a year in upfront patient payments to $120,000–$140,000 a month. And patients prefer it that way.
Felicia is the Director of Revenue Cycle at Permian Regional Medical Center – a rural hospital in Andrews, Texas, serving an oil-field community where people drive 45 minutes for care and work shifts that don't match clinic hours. She joins Dave and Angie to talk about what it actually takes to modernize a 44-person revenue cycle team in a small town, and why her hospital is doing things that health systems with billions in margin still can't pull off.
In this episode:
- The shift to centralized scheduling — and how it freed providers to see 30–40 more patients a month
- Why upfront estimates only build trust if your back-end billing matches them
- Surgical loved-ones notifications: keeping families informed without pulling nurses from the bedside
- Save-your-place-in-line at the QuickCare clinic, and the real cost of a patient who walks out frustrated
- Where agentic AI fits in a community that wants to feel like they're talking to a real person
- The advice Felicia would send back to herself four years ago
Plus the personal story behind why building something better at Permian Regional matters to her.
🎧 Subscribe for more conversations with the people actually doing the work in healthcare.