Bonus Episode: Humanizing Healthcare through Culture, Empathy and Technology

MGMA Podcasts

In this episode of the MGMA Member Spotlight podcast host Daniel Williams is joined by Jason Raidbard and Ken Chin to discuss humanizing healthcare through culture, empathy and technology. Jason and Ken share lessons from their careers in healthcare leadership and strategies for improving engagement.

Summary:
Jason and Ken discuss their journeys in healthcare administration and how they met through their involvement with MGMA. They rose through the ranks to leadership positions overseeing large departments. Jason shares how he started in local government but found his calling in healthcare. Ken details his path from medical assistant to administrator. They emphasize the importance of treating employees with respect through genuine communication and flexibility.

Key Takeaways:
- Treat all employees, including leadership, with respect through genuine two-way communication
- Normalize conversations around mental health and make wellness resources accessible to destigmatize issues
- Foster diversity among staff to better reflect and serve all patient populations
- Offer flexibility in schedules and work modes to support work-life balance
- Leverage technology for streamlined workflows, collaboration across locations and data-driven insights
- Start with building human connections through emotional intelligence and empathy at all levels
- Recognize and acknowledge good work regularly to boost morale and performance

Connect to the Guests:
Jason on LinkedIn

Jason on the Web

Ken on LinkedIn

Ken on the Web

Sources Mentioned:
MGMA

Press Ganey

Perspectives

Powell's Bookstore

Shake Shack

MGMA Resources:
MGMA Stat

Ask an Advisor

MGMA Membership:

MGMA Consulting

Music:
"Be Cool" by Mr. Smith, courtesy of Free Music Archive, CC BY-NC-SA

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 [e-mail]. If you have a question for our Sr Advisor Cristy Good, email [e-mail].

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."