Many healthcare organizations respond to revenue cycle challenges by focusing on workflows, technology, and process improvement. Others focus on staff engagement, accountability, and leadership development. Yet organizations that excel financially understand a critical truth: sustainable revenue performance requires both.
In this dynamic and practical session, Amy Lafko and Shawntea “Taya” Gordon combine their expertise in People First leadership and revenue cycle optimization to explore how people systems and operational systems work together to drive financial outcomes. Attendees will identify common breakdowns; assess whether their challenges are rooted in people, process, or both; and leave with a practical framework to help strengthen revenue cycle performance through intentional leadership, accountability, and operational excellence.
Learning Objectives:
Differentiate between people problems and process problems in revenue cycle performance.
Evaluate how leadership practices, accountability systems, and team behaviors impact key revenue cycle outcomes, including patients’ use of payment options.
Identify signals of broken workflows, process gaps, or silent workarounds.
