Michelle shares lessons from her career spanning actuarial science, health plan leadership, provider operations, and board service — offering a candid look at why smart strategies often fail in execution. The conversation explores accountability, governance, and change management in healthcare organizations, emerging compliance and enforcement trends, and Michelle’s deeply personal advocacy work focused on access to care for individuals with profound autism.

Episode Takeaways

• Execution — not strategy — is where organizations struggle most. Even well-designed strategies falter without clear ownership, follow‑through, and ongoing performance monitoring.
• Accountability must be explicit. Projects involving AI, revenue cycle, quality, or operations often touch multiple departments, but success depends on clearly defining who owns outcomes from start to finish.
• Governance is the connective tissue. Effective governance helps organizations document decisions, clarify expectations, and sustain progress beyond individual leaders or initiatives.
• Change management is consistently underestimated. Leaders often acknowledge its importance but fail to invest the time and structure required to truly change behaviors—especially during periods of stress.
• Operators and providers aren’t misaligned — they’re under pressure. Close working relationships can create communication blind spots that surface during change initiatives, making listening and translation critical leadership skills.
• Compliance risk is evolving, not disappearing. Enforcement trends are shifting as regulators increasingly use data analytics and AI to identify patterns, even when underlying rules haven’t changed.
• AI tools introduce new compliance considerations. Documentation, coding, and workflow automation can unintentionally create risk if organizations don’t monitor how these tools affect claims and clinical records.
• Access to care for individuals with profound autism remains a systemic gap. Despite significant research funding for autism overall, those with the most severe needs remain underserved in clinical care, research, and policy.

Resources

• Connect with Michelle on LinkedIn. 
• (Upcoming!) Practice Compliance in 2026: Regulatory Updates, Enforcement Trends, and Leadership Priorities — Join Michelle and attorneys from Epstein Becker Green on April 22 for the first session in MGMA’s member-exclusive, semi‑annual compliance webinar series, covering key HIPAA updates, enforcement trends, AI and Health IT risks, and practical compliance priorities for medical practices.  

Following the opening testimony, Jeff joins host Daniel Williams, Sr. Editor at MGMA, for a wide-ranging conversation that expands on those themes, exploring what policymakers often miss, how payment and workforce challenges are reshaping independent practice, and what it will take to reduce burnout and let physicians — and their teams — focus on caring for patients again.

Episode Takeaways

• Burnout is no longer theoretical — it’s driving physicians out of practice.
  In MGMA’s 2026 administrative burden survey, more than half of responding practices reported losing a physician to burnout in the past three years, with over 75% citing regulatory burden as a major contributor.
• Prior authorization is compounding workforce and access problems.
  More authorizations and denials increase staff workload, push physicians into unpaid administrative work, and delay or prevent patient care — often leading to higher downstream costs when patients end up sicker in the ER or hospital.
• Payment policy and administrative skepticism are sending mixed signals to physicians.
  While E&M codes have increased, physicians feel continuously second-guessed through audits, measures, and utilization controls — undermining the message that they are truly the “quarterbacks of care.”
• Primary care faces a pipeline problem.
  Medical students increasingly choose higher-paying specialties, leaving fewer physicians entering family medicine and internal medicine. Without incentives and reduced administrative burden, access gaps will continue to widen.
• Front desk staff may have the hardest job in health care.
  Jeff highlights that burnout isn’t limited to clinicians. Front-line staff are expected to be insurance experts, mental health buffers, and patient advocates—all while navigating HIPAA and frequent conflict.
• Congress is listening—but complexity remains a barrier.
  During Senate testimony, burnout resonated clearly across party lines. However, programs like MIPS and the Quality Payment Program are often difficult for policymakers to fully grasp, even as they shape daily practice operations.
• Inadequate Medicare updates threaten independent practice viability.
  Without inflationary payment adjustments — unlike hospitals — physician practices are squeezed financially, fueling consolidation and making it harder for small and mid-sized groups to survive.
• If reform starts anywhere, start with predictable, fair payment updates.
  Jeff argues that a reasonable annual Medicare update would relieve constant financial anxiety, allowing physicians to focus on patient care rather than volume, survival, or selling their practices.

Jeff Smith

• Contact Jeff on LinkedIn 
• Jeff's full U.S. Senate testimony (YouTube video) - U.S. Senate Special Committee on Aging, Feb. 11 , 2026.

Related Resources

• MGMA member‑exclusive Medical Practice Staffing Solutions Playbook - practical strategies to recruit, onboard, and retain staff across the full employment lifecycle in today’s competitive labor market.
• Managing physician transitions for long-term team building (MGMA Insight article) - how to manage physician departures and coverage‑critical transitions in ways that protect operations, staff morale, and long‑term team stability.
• Rebuilding trust in revenue cycle teams after turnover and burnout in critical access hospitals (MGMA Insight article) - how leadership stability and psychological safety are essential to restoring performance and trust in revenue cycle teams after prolonged turnover and burnout
• Upcoming! How One Organization Connected the Pieces of Workforce Operations (MGMA webinar)- An upcoming fireside chat on reducing administrative burden by streamlining scheduling, time tracking, payroll, and credentialing across a multi‑site practice (April 30, 2026).

Dr. Gietzen shares how this approach challenges the limits of rigid guideline‑driven care by reframing clinical conversations around evidence and real‑world relevance. Drawing from his experience in internal medicine and geriatric care across southeast Michigan, he explains how a more contextual, patient‑centered dialogue helps patients better navigate treatment choices, preventive care, and questions around risk — without pressure or assumptions.

Key Takeaways

• Clinical guidelines offer direction, but not always clarity. While they provide a foundation, Dr. Gietzen explains why stopping at guidelines alone can overlook individual priorities, risks and lived realities.
• Outcomes matter more than checkboxes. Conversations shift meaningfully when success is defined by whether an intervention actually prevents harm — not simply whether a lab value or benchmark improves.
• Evidence becomes more useful when put in context. Understanding what an intervention was shown to improve, who was studied and how meaningful the benefit was allows for more honest, productive discussions.
• Screenings land differently when the end goal is explicit. By anchoring decisions in preventing serious outcomes — rather than detecting abnormalities — patients can better weigh options like colonoscopy, stool testing or choosing not to screen.
• Risk conversations work best when frequency and severity are clear. Explaining how often side effects occur, and how serious they typically are, helps counter fear‑based messaging patients encounter elsewhere.
• Vaccination discussions improve without performative persuasion. Dr. Gietzen describes how separating personal beliefs from clinical evidence creates space for trust and more balanced decision‑making.
• This approach scales with curiosity, not complexity. Practices don’t need to overhaul everything at once — starting with areas of genuine interest often yields the greatest early impact.
• Shared decision‑making doesn’t dilute expertise. Instead, it reframes clinicians as guides — combining evidence, experience and patient values to move forward with confidence.

Contact Legacy Medical: 

LinkedIn | Facebook | Website

Drawing from decades of experience, Bob shares practical strategies for identifying future leaders, avoiding operational disruption, and building a sustainable organization. The conversation also touches on leadership development tools, lessons learned from real-world failures, and how proactive planning can prevent chaos when key team members leave.

Whether you're leading a large medical group or a smaller outpatient practice, this episode offers actionable insights to help you future-proof your organization.

Key Takeaways

[05:10] Getting to know Bob Bush

•  Bob shares highlights from his healthcare leadership career, including his role as CEO of a large physician group 
•  Reflections on MGMA involvement, career growth, and lessons learned across leadership roles 

[05:55] Why succession planning is NOT optional

•  Waiting until a crisis hits (retirement, illness, sudden departure) can paralyze operations 
•  Succession planning should start on day one, not during an emergency 

[06:27] Succession planning goes beyond leadership roles

•  Critical roles include HR, payroll, IT, and front desk staff 
•  Every “mission-critical” position needs a backup plan 

[09:03] Lessons from failure: what happens without a plan

•  Real-world example: a physician-led practice collapses operationally when the leader is suddenly absent 
•  No shared access, no cross-training, no backup = total shutdown 

[12:32] The retirement reality check for leaders

•  Retirement is a 5-year transition process, not a switch you flip 
•  Leaders must plan for purpose, identity, and daily structure post-career 

[15:35] Practical tools for succession planning (visit the video version of this interview on YouTube to view Bob's screenshares)

•  Build a simple spreadsheet tracking: 
  •  Key roles 
  •  Potential successors 
  •  Risk level of departure 

[19:46] Identifying future leaders within your organization

•  Use structured tools like the 9-box talent grid
•  Focus development efforts on high-potential, high-performing employees 

[23:55] From recruiter to practice leader

•  A pivotal career moment led Bob from physician recruiting into practice management 
•  Early mentorship sparked his long-term involvement with MGMA

[26:10] Why MGMA certification and continuing education matter

•  Demonstrates commitment to the profession, similar to physician board certification 
•  Requires ongoing continuing education to stay current 
•  Bob shares his role in helping develop certification exam questions and shaping industry standards

[00:33:18] The human side of leadership transitions

•  Loss of daily interaction can lead to isolation 
•  Staying engaged (consulting, volunteering, part-time work) is key to well-being 

Resources 

• MGMA Member Webinar: Is Your Practice Ready for its Next Chapter of Leadership? (on-demand access available through MGMA) 
• Book Recommendation: The Ruthless Elimination of Hurry by John Mark Comer 
• Podcast Mentioned: Midlife Chrysalis
• MGMA Member Tool: Succession Planning Template 

This episode offers a practical perspective for medical practice leaders looking to strengthen leadership development, build support systems, and create healthier workplace cultures.

Key Takeaways

• [0:52] – Why this conversation matters during Women’s History Month
  Daniel introduces the episode and frames the discussion around MGMA’s Women Healthcare Leaders Resource Group, one of the association’s most active member communities. The episode sets out to examine what women in healthcare leadership are facing right now and how peer connection can help.
• [2:08] – Cheryl Mongillo on the pressure facing independent practices
  Cheryl explains how managing private and independent family practices has become far more complex, requiring leaders to understand population health, care management and regulatory change — not just front-office operations. For practice leaders, this reinforces the need to develop stronger administrative talent pipelines.
• [3:29] – Delores McNair on bridging clinical and administrative leadership
  Delores reflects on moving from the clinical side into management and administration, and why that dual perspective helps her mentor others. Her comments highlight a common challenge in medical groups: helping clinically trained professionals grow into business, operational and strategic leadership roles.
• [5:17] – Paola Turchi on leadership isolation and the need for peer networks
  Paola shares that leadership can become lonelier the further someone advances. She emphasizes the value of having a trusted group outside one’s organization — essentially a personal advisory board — to provide perspective, problem-solving support and honest feedback.
• [8:54] – Women leaders are still struggling with work-life demands and missing mentorship
  Cheryl says one of the biggest recurring themes in the group is the pressure to “do it all” at work and at home. She argues that leaders need to stop treating career and life as an all-or-nothing equation and instead build balance through boundaries, moderation and mentorship.
• [11:31] – Bridging clinical and administrative leadership perspectives
  Daniel asks Delores how her experience on both the clinical and administrative sides informs her leadership. She explains that this dual perspective allows her to translate frontline patient care realities into operational, financial and strategic decisions — helping leaders better advocate for resources, navigate compliance, and align clinical needs with business goals. 
• [14:27] – Protected reflection time is a leadership necessity, not a luxury
  Paola points out that healthcare leaders spend their days putting out fires — provider issues, patient concerns, payer problems, audits and operational disruptions. Her key takeaway for practice leaders: create intentional time to reflect, review root causes and improve processes, or the organization stays stuck in reactive mode.
• [17:56] – Vulnerability and psychological safety help teams grow
  Cheryl discusses how leaders and teams can create space for vulnerability by not taking every question, critique or differing opinion personally. For medical groups, this is a practical reminder that a stronger culture comes from validation, openness, and separating professional feedback from personal offense.
• [20:47] – The resource group works because it is confidential, flexible and member-led
  Delores explains that meetings are not recorded and are designed as a safe space where participants can ask questions, vent, share resources and seek guidance. That structure matters for practice leaders because it models the kind of trust-based professional community many leaders need but often lack inside their own organizations.
• [25:03] – “Work-life balance” may be the wrong goal
  Paola shares a reframing that resonated with her: work-life balance is less about hitting a perfect ratio and more about setting boundaries that fit the day, the season and the demands at hand. That mindset can help healthcare leaders reduce guilt and make more sustainable decisions.
• [27:14] – Women’s advancement still faces structural and internal barriers
  Cheryl notes that progress in women’s leadership representation has been real but slow, and she points to both external expectations and internal hesitation around risk-taking. Her advice: women leaders need support systems that encourage them to step outside their comfort zones and pursue growth opportunities.
• [30:01] – Why women don’t take the space they’re given
  Building on Cheryl’s point about self-prioritization, Paola adds that even when support systems exist at home or work, many women still choose to fill that freed-up space with more responsibilities for others. Cheryl agrees, emphasizing that risk aversion and reluctance to prioritize personal growth often keep women from stepping outside their comfort zones. 
• [32:09] – Loneliness at the top can be addressed intentionally
  Delores encourages leaders to seek three kinds of support: people who comfort, people who challenge and people who model the path ahead. It’s a practical framework for medical practice leaders building mentorship and succession structures inside or outside their organizations.
• [36:37] – Final message: Be seen, be heard, take the risk and lift others up
  The episode closes with each guest sharing what they hope participants gain from the Women Healthcare Leaders Resource Group: confidence, safety, connection, courage and a commitment to elevate other women in healthcare leadership.

Related Resources

• MGMA Member Resource Groups — overview of MGMA’s live member resource groups, including the Women Healthcare Leaders community. 
• MGMA Community — MGMA’s member community hub for peer connection and discussion. 
• MGMA Mentor Program —  Connects experienced healthcare leaders with members seeking guidance, mentorship, and professional growth. 
• MGMA Book Club — monthly MGMA member book discussion led by Daniel Williams. 
•  "Is Your Practice Ready for its Next Chapter of Leadership?" — MGMA on-demand webinar focused on succession planning, leadership transitions and mentoring future leaders. 

On this episode of the MGMA Insights Podcast, Sr. Editor and host Daniel Williams sits down with Tucker Bryant, a former Silicon Valley leader turned poet and keynote speaker, to explore what innovation really means in today’s healthcare environment. As the opening keynote speaker for the MGMA Operations Conference in Charlotte, North Carolina (April 12–14), Bryant brings a fresh and unconventional perspective to leadership — blending lessons from technology, art, and poetry to challenge how organizations think about change.

Together, Williams and Bryant unpack why imitation is often the biggest risk in an era of powerful tools like AI, how constraints can actually fuel creativity, and what medical practice leaders can do to break out of routine thinking — even in highly regulated, bureaucratic environments. The conversation offers practical frameworks leaders can apply immediately, from “refusing the first answer” to running small, low‑risk experiments that build buy‑in and momentum.

Key Takeaways

• [01:56] The path from Silicon Valley to poetry
  Bryant shares how studying at Stanford and working at Google exposed him to Silicon Valley’s innovation mindset, while his parallel immersion in poetry and the arts taught him to think creatively, question assumptions, and approach leadership challenges from entirely different angles.
• [03:27] Why “doing different things differently” matters more than doing the same things better
  With AI and advanced tools now widely available, Bryant argues that competitive advantage no longer comes from optimization alone — it comes from differentiation. When everyone uses the same tools, standing out requires new ways of thinking, not just better execution.
• [04:55] The hidden danger of imitation during times of rapid change 
  Fear of falling behind often drives leaders to copy competitors. Bryant explains why this instinct can lead organizations to look indistinguishable — and why taking “unreasonable” risks may actually be the safest long‑term strategy.
• [09:40] How to break out of habitual thinking by “refusing the first answer” 
  One of Bryant’s core techniques for innovation: pause when a familiar problem arises and deliberately consider a second option — even if you don’t use it. Over time, this simple practice expands creative capacity and disrupts entrenched routines.
• [11:27] Constraints as catalysts, not barriers, to innovation 
  Drawing from both art and business, Bryant explains how limitations — time, resources, bureaucracy — force leaders to find new tools and approaches, often resulting in more focused and compelling ideas.
• [16:22] What poetry teaches leaders about healthcare innovation
  Poetry isn’t dead — it’s evolving. Bryant shares how poetry as an experience mirrors leadership innovation: understanding core ingredients, questioning assumed rules, and reimagining how ideas are delivered and received.
• [21:00] Why micro‑experiments are the key to getting buy‑in in bureaucratic environments 
  Instead of pitching fully formed, high‑risk ideas, Bryant encourages leaders to start small. Micro‑experiments make innovation tangible, reduce resistance, and help decision‑makers see what’s possible without feeling overwhelmed.
• [23:00] What to expect from Bryant’s opening keynote at the MGMA Operations Conference
  Bryant previews a highly interactive session that blends poetry, leadership insights, and creative participation — inviting attendees to engage differently and leave with a new mindset for innovation.

Resources 

• Tucker Bryant's website
• Connect with Tucker on LinkedIn 
• MGMA Operations Conference (April 12–14, Charlotte, NC)

Together, they unpack why transitions — whether driven by rising subsidies, expiring contracts, workforce shortages, or service line realignment — represent high‑risk moments for patient care, finances, and staff morale. Drawing on real‑world examples from anesthesia and radiology, the conversation highlights how proactive, structured transition management transforms chaos into stability, protects patient access, and positions organizations for long‑term operational success.

Key Takeaways

• [01:50] Rising costs and loss of control often trigger transition discussions 
  Leaders most often explore transition management when facing escalating subsidies, outsourcing dissatisfaction, or limited transparency from practice management groups — especially in critical service lines like anesthesia and radiology.
• [03:32] Transitions are no longer rare events — they are the new normal 
  Staffing changes, leadership shifts, and service line realignments are happening across healthcare. Without proactive planning, organizations risk higher costs, staff burnout, and disruptions to patient care.
• [05:00] Reactive transitions drive higher costs and operational friction 
  When transitions aren’t managed proactively, organizations experience increased turnover, reduced productivity, credentialing delays, and financial inefficiencies that compound existing workforce stress.
• [06:12] Effective transition management turns disruption into stability — by design 
  A structured, customized transition playbook aligns leadership, clinicians, operations, contracting, and credentialing—ensuring patient volumes continue uninterrupted while change happens behind the scenes.
• [09:14] The discovery phase is the most critical step 
  Successful transitions begin with upfront evaluation: reviewing staffing models, coverage requirements, contracts, credentialing status, scheduling workflows, and stakeholder impact — before urgency takes over.
• [14:20] Stabilization requires centralized oversight and clear accountability
  Streamlined scheduling, onboarding, credentialing, and communication — managed through a single, coordinated process—reduces confusion, shortens timelines, and eases frontline staff burden.
• [16:14] Data builds trust and reduces anxiety during change 
  Transparent reporting on coverage, fill rates, patient access, quality indicators, and financial performance reassures teams that care continuity is protected and progress is on track.
• [20:32] Success means patients never notice the transition 
  True success is achieved when staffing stabilizes, financial performance normalizes, clinician confidence returns — and patient care continues seamlessly, without disruption or delay.

Resources 

• LocumTenens.com – Transition management and clinician staffing solutions
• Contact Amy Otto on LinkedIn
• Contact Kyle Hadley on LinkedIn
• Locum Tenens Physician Staffing Playbook (MGMA)

This episode explores the continually adapting landscape of physician and provider recruitment — from shifting candidate expectations and family‑centered relocation decisions to compensation strategy, locum tenens pressure, and longer hiring timelines. Drawing on Doug’s frontline recruiting experience and national perspective through AAPPR, this conversation delivers practical insights for medical practice leaders navigating workforce shortages, competition for hard‑to‑recruit specialties, and the need for sustainable, long‑term talent strategies in 2026 and beyond.

Key Takeaways

• [04:15] Recruitment decisions are now family decisions — not just physician decisions
  Successful recruitment hinges on understanding the needs of spouses, partners, and children — including employment opportunities, schools, community culture, commute times, and lifestyle fit. Practices that ignore the family experience risk losing top candidates late in the process.
• [08:58] Candidate priorities have shifted from compensation-first to lifestyle-first
  While pay still matters, physicians increasingly prioritize work‑life balance, flexibility, and nontraditional practice models. Leaders must reassess whether their care models align with today’s expectations.
• [10:58] Flexible work models like job sharing are growing — but complex to execute
  Job sharing can attract candidates seeking flexibility, but it requires operational readiness, shared patient panels, and leadership buy‑in. Practices must plan carefully to ensure continuity of care and provider alignment.
• [13:52] Hiring timelines are getting longer — and communication matters more than ever
  Increased financial scrutiny, governance layers, and cultural fit assessments are slowing decisions. Recruiters and leaders must “keep candidates warm” through transparent timelines, frequent touchpoints, and a high‑touch experience.
• [17:19] Compensation strategy must balance fairness, transparency, and sustainability
  Compensation is both art and science. Sustainable models — combining base salary, RVUs, and outcome‑based incentives — help avoid destructive bidding wars while ensuring providers feel valued and fairly paid.
• [19:15] Locum tenens use reflects deeper workforce challenges
  Rising locums rates continue to outpace permanent compensation, especially in hard‑to‑recruit specialties. Leaders should treat locums as a short‑term bridge, not a long‑term solution, while investing in proactive workforce forecasting.
• [21:04] Recruiter burnout is real — and leadership must address it
  As recruitment demands intensify, organizations must support recruiters with standardized processes, training, realistic workloads, and responsible use of AI to reduce administrative burden.
• [22:37] Strong recruiter–leader partnerships drive better workforce outcomes
  The most successful organizations treat recruitment as a strategic partnership. Sharing data, trends, and market insights empowers leaders to make informed workforce decisions — not just react to vacancies.

Resources 

• Contact Doug on LinkedIn
• Sentara Health
• Association for Advancing Physician and Provider Recruitment (AAPPR)
• MGMA Physician Hiring Playbooks - Member-exclusive, downloadable playbooks provide actionable insights, proven strategies, and step-by-step guidance for practice leaders.
   

Designed for medical practice leaders, financial executives, and MGMA members, this conversation delivers practical strategies for managing emotional hijacking, leading difficult conversations, sustaining resilience during financial pressure, and setting the emotional tone for teams in healthcare’s most demanding environments.

Key Takeaways

• [02:28] What “17% Moments” Are — and Why They Matter More Than Strategy 
  Steve explains the brain science behind leadership under stress, revealing why leaders are judged less by daily performance (the “83%”) and more by how they respond when pressure peaks.
• [04:54] Why Healthcare Leaders Are Especially Vulnerable to Emotional Fatigue 
  Compassion fatigue, constant problem‑solving, and chronic stress drain emotional reserves — increasing the risk of poor decisions during critical leadership moments.
• [06:20] Recognizing Emotional Hijacking Before It Takes Over
  Physical warning signs — rapid heartbeat, chest tightness, shallow breathing, sweaty palms — signal when cortisol is overriding rational thinking.
• [10:55] The 18‑Minute Rule: How Long Emotional Hijacking Really Lasts 
  Research shows cortisol can dominate the brain for 18–20 minutes. Leaders who delay responses during this window dramatically improve decision quality and communication outcomes.
• [12:30] Calling a “Timeout” in Real‑World Leadership Conversations 
  Practical language and techniques for pausing heated meetings, deferring responses, and lowering emotional temperature without damaging trust or authority.
• [14:20] Managing Others’ Stress Through Empathy, Not Facts 
  Why listening and labeling emotions is the fastest way to de‑escalate tension — and why data alone often makes conflict worse.
• [16:33] Leading When Financial Targets Aren’t Met 
  How leaders can prepare emotionally for difficult conversations about missed numbers, maintain confidence, and lead with calm, courage, and accountability.
• [21:11] Why Leaders Set the Emotional Thermostat
  Steve’s closing insight: emotions are contagious, and emotionally intelligent leaders don’t just read the room — they regulate it.

Resources

• 2026 MGMA Financial Conference
  March 1–3, 2026 | Phoenix, AZ

• Steve's Keynote Session:
  “17% Moments: Discover the Brain Science of Emotions and High‑Performance Leadership”
  MGMA Financial Conference Opening Keynote
  Sunday, March 1 | 3:45 - 5:00 p.m.

• Steve Gutzler website
  Leadership and emotional intelligence resources

Together, they unpack how MGMA BestPrice, MGMA’s exclusive group purchasing organization (GPO), helps medical practices of all sizes reduce supply and service costs — often by double digits — without disrupting existing workflows or vendor relationships. From understanding what a GPO actually is to exploring real savings opportunities across clinical and non‑clinical categories, this conversation is designed to help medical practice leaders facing rising costs and shrinking margins make smarter purchasing decisions.

Key Takeaways 

• [02:19] What MGMA BestPrice is — and why it matters to medical practices 
  MGMA BestPrice is MGMA’s exclusive GPO, powered by HealthTrust, giving MGMA members access to health‑system–level pricing on medical supplies, pharmaceuticals, and services.
• [03:09] What a GPO does and how it solves a real operational problem 
  Group purchasing organizations leverage collective buying power so practices can save thousands annually on everyday essentials — without negotiating individual contracts.
• [03:58] Who MGMA BestPrice is designed for (hint: it’s not just large groups)
  Independent practices, multi‑site groups, ambulatory surgery centers, long‑term care, FQHCs, and specialty practices all benefit — regardless of size or spend.
• [08:59] Where practices see the greatest savings — beyond medical supplies
  Members save up to 20% across categories including medical supplies, pharmaceuticals, office supplies, IT, waste management, freight, travel, equipment repair, and more.
• [09:30] The biggest misconception about GPOs — and why it costs practices money
  Many practices think their distributor is their GPO. In reality, MGMA BestPrice negotiates contracts across distributors, unlocking savings without changing reps, vendors, or ordering systems.
• [12:03] Why MGMA BestPrice is different from other national GPOs 
  MGMA BestPrice uses a committed, sole‑source model and is backed by HealthTrust — the only top‑three GPO owned and operated by seven health systems.
• [14:30] How to validate savings before committing
  Practices can request a free cost analysis comparing their actual 12‑month spend against MGMA BestPrice contracts, showing exact‑match and conversion savings.
• [20:10] Real‑world impact: $25.3 million saved in one year 
  In 2025 alone, MGMA BestPrice helped more than 4,500 MGMA members save over $25.3 million.

Resources

• MGMA BestPrice (enrollment & cost analysis)
• MGMA BestPrice Phone Number
  📞 844‑234‑66462

(Enrollment is free and takes approximately two minutes. A dedicated account manager supports members throughout onboarding and beyond.)

Barnum breaks down her 3D Communication Framework (Display, Decode, Deliver), offering actionable strategies to defuse conflict, sharpen communication, improve team connection, and manage the rise in disruptive behavior in healthcare environments. This episode also previews her keynote at next month's MGMA Financial Conference.

Key Takeaways

• [06:08] Understanding the real weight of nonverbal communication
  Barnum explains why the old “7% rule” is misleading — but why nonverbal cues (tone, cadence, pauses, presence) still drive the majority of how trust is built in clinical and leadership conversations.
• [08:50] Combatting time pressure and distraction in healthcare settings 
  Barnum highlights behaviors — like checking a watch, reaching for a door, or multitasking — that unintentionally signal disengagement, and how leaders can stay fully present without adding time to already packed schedules.
• [12:25] The 3D Communication Framework: Display, Decode, Deliver 
  Learn why healthcare leaders must master these three skills to reduce misunderstandings, strengthen relationships, and influence outcomes during team discussions, patient encounters, or financial presentations.
• [14:45] How to project calm confidence in emotionally charged moments
  Practical strategies for slowing down, regulating your tone, and signaling psychological safety when conversations escalate — essential for leaders managing staff issues or patient complaints.
• [17:03] Leaning into difficult conversations instead of avoiding them 
  Avoidance leads to repeated problems. Barnum shares tactics for addressing conflict directly yet respectfully — without the inauthentic “compliment sandwich.”
• [21:09] How experts truly read behavior (and what not to assume)
  Barnum explains why isolated gestures (like “looking left means lying”) are myths — and why patterns, context, and behavioral shifts are the real indicators of meaning.
• [24:27] Barnum’s #1 tactic for slowing the moment and de‑escalating conflict
  A simple, 2–3 second intentional pause — along with controlled breathing — can shift the energy of a conversation, build trust, and prevent escalation.

Resources Mentioned
 
MGMA Events

• MGMA Financial Conference
  Pamela Barnum, keynote
  “Crack the Code: 3D Communication Strategies for Powerful Results”
  Tuesday, March 3 | 8:30–9:30 a.m. | Phoenix, AZ

Books, Shows & Media Referenced

• Rush (1991 film) (film adaptation of an undercover narcotics operation) 
• Rush (author, Kim Wozencraft)
• The Wire (TV series)
• NYPD Blue (TV series)
• Lie to Me (TV series based on Dr. Paul Ekman's research) 
• Narcos (based on the life of DEA agent Steve Murphy)
• Paul Ekman Group (research on facial behavior & deception detection) 

From strengthening adaptability to reinventing onboarding, Amy delivers a toolkit that helps leaders build environments where teams feel supported, patients receive better care, and organizations thrive.

KEY TAKEAWAYS 

• (00:53) Amy’s healthcare leadership background shapes her "people first" philosophy — Beginning as a physical therapist and later serving in rehab, hospital, urgent care, and medical group leadership roles, Amy’s firsthand failures and successes inform her mission to help leaders avoid burnout and build thriving teams. 
• (02:00) Adaptability is the #1 leadership skill for 2026 — With regulatory uncertainty and fast‑changing payer environments, leaders must intentionally build their “capacity to adapt.” Adaptability is learnable and essential.
• (03:36) Productive conflict should be trained at all levels, not just leadership — Teaching frontline staff to resolve issues reduces managerial burden and increases team cohesion. Practices that invest here see faster self‑resolution and fewer escalations.
• (05:20) Rising frustration is being mistaken for “more conflict” — Most conflicts aren’t actually new; people’s emotional set point is simply higher due to uncertainty. Leaders must help teams regulate emotions to reduce escalations. 
• (08:03) The People First Method flips the traditional patient‑first mindset — Leaders shouldn’t bypass their teams to “get to the patient.” Supporting the team is what ensures outstanding patient care. 
• (10:19) Onboarding must shift from task‑checking to “alignment and inspiration” — Traditional onboarding (e.g., first‑day EMR videos) disconnects new hires. People‑First onboarding welcomes, aligns with values, personalizes training, and boosts long‑term retention.
• (12:26) Weekly check‑ins using five simple questions transform new‑hire success — Quick meetings built around consistent reflection and support help new hires feel connected, confident, and aligned from day one.
• (13:53) People‑first cultures start with one deceptively simple factor: willingness — Willingness to invest time up front, to be consistent, and to level‑set leaders across the organization.

RESOURCES 

Amy Lafko

• Amy Lafko's website
• People First: A Method for Developing Leadership and Team Culture - book

MGMA

• Medical Practice Staffing Solutions Playbook
• Medical Practice Staff Onboarding Playbook
• Human Resources Management Certificate
• Human Resources resources

Aaqil brings deep experience in healthcare administration, Six Sigma process improvement, analytics, and revenue cycle leadership to show practice leaders where the real problems hide — and how to solve them using clearer ownership, automation, better data definitions, and patient‑centric design.

Key Takeaways 

• [02:13] Aaqil Khan’s background
  How he shifted from a planned medical career to healthcare administration and revenue cycle leadership.
• [08:13] The importance of estimate accuracy
  Bad estimates create bill shock and lower collection rates.
• [09:32] Why critical revenue cycle KPIs fall through the cracks
  Competing priorities, systems issues, and fragmented ownership.
• [15:01] "Sneaky metrics" and patient collection rate pitfalls
  “Good” numbers hide deeper conversion problems.
• [17:40] Impactful patient experience and payment reform
   Patient experience and frictionless payments directly influence collection performance and loyalty.
• [21:47] The hidden story inside patient AR days and patient inquiry volume
  A diagnostic metric you’re probably overlooking.
• [26:15] Looking ahead
  The future of digital payments, automation, and behavioral analytics for patient financial engagement

Resources 

• Contact Aaquil on LinkedIn
• Collectly 
• MGMA Revenue Cycle Management Resources
• “All the Queen’s Horses” documentary on Amazon Prime 
  (Local scandal of Rita Crundwell mentioned in Aaquil's introduction)

From early‑career job search behavior and shrinking talent pools to recruitment marketing, job board strategy, DEI’s role in matching candidates to communities, and the impact of technology and AI, Christy offers tactical and strategic insights that can immediately help MGMA members strengthen their workforce pipelines.

KEY TAKEAWAYS

“Recruitment finds you.” – Christy Bray on her path into the field

[01:56] Christy shares her origins in orthopedics, sports medicine, and hospital leadership — and why most recruiters arrive via nontraditional paths.

The biggest change: Candidates commit much earlier

[03:26] Residents and fellows now begin searching 12–18 months before completion — and some even sign on match day, cutting traditional recruitment windows dramatically.
Why every job must be posted — and posted correctly

[08:50] Christy explains why job visibility, keyword optimization, and clear role descriptions are essential for search engines and AI‑driven job discovery.

Targeted outreach beats the “shotgun approach”

[09:58] Mass‑messaging “10,000 people” leads to unsubscribes. Christy outlines how to curate small, qualified candidate pools — and measure success through open rate, CTR, and text‑to‑contact options.

Recruitment is a long game — and budget fears slow down patient access

[10:56] With the talent pool “shrinking rapidly,” practices must prepare for longer vacancies and avoid hesitating on locums support.

Essential 2026 trends: uncertainty, reduced teams, and tech‑forward recruiting

[12:40] Hiring teams are “stretched,” some dismantled entirely. Geo‑targeting, small high‑ROI advertising tactics, and hybrid old/new recruitment strategies (postcards + digital ads) are key.

Strategic plans start with a workforce inventory

[14:44] Christy’s pantry analogy: Practices must know their provider counts, ages, FTE loads, and retirement risks. Many older clinicians work at “1.5 to 2.5 FTE,” meaning replacement calculations require multiplying needs.

DEI certification isn’t performative — it’s about fit and retention

[24:13] Christy explains the CPRP‑DEI credential and why diversity and representation matter in recruitment: “Access to care is limited if somebody doesn’t speak your language or doesn’t look like you.”

RESOURCES MENTIONED

• Christy Bray on LinkedIn
• PracticeLink
• Association for Advancing Physician & Provider Recruitment (AAPPR)
  (CPRP‑DEI certification organization)

Christy Bray's Podcasts:

• Workforce Wisdom with Christy Bray
  (Available on Apple Podcasts, Spotify, Google Podcasts)
• Surviving and Thriving in Residency

If you’re a medical practice leader looking to start the year strong, this conversation is packed with insights you can put into practice today.

Key Takeaways

• [02:19] Physician Shortage and Its Impact
  Why bridging the gap between physicians and employers is critical to addressing supply-and-demand challenges in healthcare. 
• [07:07] Recruitment Roadblocks in 2026
  Common pitfalls in physician recruitment—such as over-reliance on guaranteed compensation—and how to avoid them. 
• [12:39] Aligning Fit Beyond Compensation
  The importance of upfront conversations about work-life balance, leadership opportunities, and organizational culture to ensure long-term retention. 
• [16:50] The Vulnerable Transition Period
  Why the shift from guaranteed salary to productivity-based models can lead to dissatisfaction—and how proactive planning can prevent it. 
• [19:55] Communication is Culture
  How transparency and frequent dialogue about compensation strengthen trust and engagement within your organization.
• [21:50] Back to Basics: Common Sense in Compensation
  Engaging with the "Golden Rule"—administrators should think about whether they'd be comfortable with the compensation package offered. 
• [23:43] MGMA Data Trends for 2026
  Insights from MGMA’s latest research: patient encounters are up, RVUs are stagnant—what this means for compensation strategies. 

Resources 

• Contact Jessica on LinkedIn
• Surgical Compensation and Consulting
• MGMA & Jackson Physician Search Research Report (2025)
• MGMA DataDive
• MGMA Conferences

• Finding and keeping good people through strategic recruitment and retention.
• Choosing tools and technology that solve real problems without adding complexity.
• Supporting clinician and staff well-being to prevent burnout and improve care.

Whether you’re revisiting these discussions or hearing them for the first time, you’ll find actionable insights to help you build a stronger, more resilient practice in 2026. We here at MGMA wish you a very happy new year!

Key Highlights

• [01:05] Liz Mahan on Strategic Recruitment and Retention
  Liz Mahan from Association for Advancing Physician and Provider Recruitment (AAPPR) explains why recruitment is more tactical than process-driven and how practices can create a strategic playbook to attract and retain top talent. She shares practical tips for identifying the ideal candidate, aligning recruitment with organizational culture, and planning timelines to reduce turnover. 
• [08:33] Julia Rosen on Building Sustainable Tech Infrastructure
  Julia Rosen, Senior Vice President of IT at MGMA, discusses how practices can avoid chasing tech buzzwords and instead focus on solving real problems like documentation burden. She offers advice on managing legacy systems, migrating data effectively, and implementing cybersecurity strategies to protect patient information. 
• [16:29] Dr. Michael Blackman on AI and Reducing Burnout
  Dr. Michael Blackman, Chief Medical Officer at Greenway Health, explores how AI tools can serve as assistants rather than replacements, helping clinicians reduce documentation time and improve accuracy. He explains how ambient documentation solutions work and why adopting technology wisely can ease pressures that lead to burnout. 

Related Resources 

• Liz Mahan, Julia Rosen, & Michael Blackman on LinkedIn.
• AAPPR Recruitment Resources
• Greenway Clinical Assist
• MGMA Human Resources Insights
• MGMA Technology Resources

Key Takeaways 

• [03:35] Carol’s Path to Healthcare Leadership
  Carol’s career pivot and how early experiences in patient care sparked her passion for health care leadership. 
• [07:35] Why Networking is Non-Negotiable
  How leveraging MGMA and other professional networks enabled Carol to launch new initiatives like research programs and a foundation. 
• [07:49] The Power of Mentorship
  Lessons from her mentor Debbie Mitchell — setting boundaries, embracing authenticity, and saying yes to growth opportunities.
• [10:49] The Go-Giver Philosophy in Action
  Carol explains the five laws from The Go-Giver and how they translate into leadership in medical practices. 
• [18:12] Solving Payer Challenges Through Collaboration
  How Carol’s orthopedic billing listserv uncovered a nationwide claims denial issue — and the steps taken to resolve $50,000 in denied claims.
• [21:07] AI and Prior Authorization: What Leaders Need to Know
  Insights into emerging AI-driven payer edits and practical tips for navigating prior authorization hurdles.
• [27:49] Navigating MGMA Resources Efficiently
  Carol’s “secret sauce” for staying informed about MGMA programs without getting lost in the website. 

Resources & Links Mentioned

• Carol Ittig on LinkedIn
• Orthopedic Executives Association (AOE)
• CHORTHO Cares Foundation
• The Go-Giver by Bob Burg and John David Mann
• MGMA Membership 
• MGMA Mentor Program
• If you're interested in joining the MGMA Book Club, reach out to Daniel at dwilliams@mgma.org.

Key Takeaways

• 03:55 From Finance to Healthcare Leadership
  Tony explains how his career began in hospital finance and evolved into practice administration, driven by regulatory changes like the Stark Act.
• 07:39 Technology’s Impact on Healthcare
  From early spreadsheets to EHRs and now AI, Tony reflects on the tools that have transformed operations and patient care.
• 11:00 Recruiting in Rural Communities
  Why hiring clinicians for Cheyenne takes patience, creativity, and understanding family needs — and why it took 18 months to fill key roles. 
• 12:45 Building Team Culture
  Holiday bonuses, potlucks, and post-holiday gatherings as strategies to show staff they’re valued. 
• 15:17 Staffing Pain Points
  Challenges in finding qualified front-desk staff and medical assistants, and why local training programs matter. 
• 17:27 Remote Work in Healthcare
  Tony shares real-world examples of hybrid and remote roles, including triage nurses and billing staff, and the compliance considerations involved.
• 23:55 The Power of MGMA Membership
  Networking, advisory boards, and the MGMA Book Club as tools for professional growth and mentorship. 
• 26:24 Why Mentorship Matters
  Tony’s call for more proactive outreach to new members and ideas for strengthening MGMA’s mentoring program. 

Resources 

• Contact Tony on LinkedIn. 
• MGMA Membership Benefits
• Jackson Physician Search
• Email Daniel Williams at dwilliams@mgma.org if you'd like to join the MGMA Book club. 

Key Takeaways

• 02:45 Dr. Ballester’s Unique Journey
  From insurance claims adjuster to pediatric hospitalist — how her background shaped her expertise in utilization management and revenue cycle.
• 06:27 The Pain Points of Prior Authorization
  Why delays in prior auth lead to patient suffering and staff frustration, and why the current system is broken.
•  08:01 Introducing EasyPA
  How an AI-powered platform can detect prior auth requirements, reduce denials, and generate appeal letters and peer-to-peer talking points. 
• 11:37 The “220-Minute Case”
  A real-world example of administrative burden: 19 email threads, 14 team members, and multiple failed appeals for one procedure.
• 22:19 Preparing for Regulatory Changes
  CMS’s new rules (57F) will require electronic prior auth by Jan 1, 2027 — what practices need to know now. 
• 17:22 Choosing the Right Tech Tools
  Practical advice for administrators and clinicians on evaluating AI solutions and understanding your own data before investing.
• 24:22 Leadership and Representation
  Dr. Ballester’s advice for women in healthcare leadership: owning confidence, overcoming imposter syndrome, and defining success. 
• 26:35 Life Beyond Medicine
  How being a basketball mom keeps Dr. Ballester grounded and why setting boundaries matters for work-life balance. 

Resources & Links

• EasyPA 
• Reach out to Paola Ballester, MD, on LinkedIn
• CMS Rule 57F - Details on upcoming electronic prior authorization requirements.
• MGMA prior authorization resources

Daniel and Jimmie explore the modern challenges facing medical practices — from unbilled revenue recovery to workforce shortages, patient access, remote work, and how leaders can weave compassion, communication, and connection into their operations. They also discuss the power of professional community through MGMA’s Book Club and advisory boards, offering listeners actionable insights to strengthen both their teams and their financial performance.

Key Takeaways:

• 1:53 — The “Unbilled Revenue” Problem: Why It Happens & How to Fix It
Jimmie explains how his team identifies root causes of unbilled revenue in the EMR—an issue that directly impacts margins. He highlights the need for cross-functional collaboration between finance, revenue cycle, and providers.

• 5:27 — A Career Built on Connection, Persistence, and Service
From call centers to surgery centers to financial analysis, Jimmie shares how listening skills and empathy became core leadership tools.

• 9:01 — Book Club as Leadership Training: Why MGMA Members Should Join
Daniel and Jimmie discuss how MGMA’s Book Club builds leadership skills, encourages vulnerability, and helps members solve real-time workplace problems.

• 12:55 — Finding Your Place in MGMA: Scholarships, Certification, and Fellowship
Jimmie recounts how MGMA’s education, grants, and benchmarking tools helped advance his career—and how the fellowship journey validated his expertise.

• 18:05 — Why a Finance Professional Joined the HR & Compliance Advisory Board
Jimmie explains how financial analytics intersects with HR and compliance, and why multidisciplinary perspectives matter for better decision-making.

• 20:20 — The Pressures Facing Practices Today: Patient Access, Staff Retention, & Provider Burnout
Jimmie outlines the post-COVID challenges he sees across the system and why compassion must be a core leadership competency.

• 22:13 — Making Remote Work… Actually Work: Tools, Touchpoints, and Trust
As a fully remote financial consultant for a Phoenix-based practice, Jimmie offers tactical advice for communication rhythms, collaboration tools, and building team cohesion from afar.

• 22:54 — How Leaders Can Recruit Talent in a Competitive Landscape
Remote work can widen talent pools—if leaders invest in connection, scheduling discipline, and inclusive communication practices.

Resources Mentioned: 

• Jimmie on LinkedIn
• MGMA Book Club (Align the Mind – December Selection)
  Send an email of interest to Daniel Williams - dwilliams@mgma.com
• MGMA Volunteer Opportunities 
• MGMA DataDive (Benchmarking Tool) 
• MGMA Education & Certification (CMPE & Fellowship)
• MGMA Conferences
   

This conversation offers practical solutions for medical practice leaders and MGMA members looking to strengthen their teams, improve operations, and foster professional growth.

Key Takeaways:

• 01:21 Allen’s Role at Northside Hospital
  Learn how Allen oversees multiple clinics, manages P&L, and drives strategic initiatives focused on retention and patient experience. 
• 04:42 A Personal Healthcare Journey
  Allen’s diagnosis with Type 1 diabetes at age 14 and how it inspired his career in healthcare leadership.
• 06:08 Career Path & Lessons Learned
  From academic medicine to physician practice management, Allen shares insights on staffing challenges and operational excellence. 
• 09:05 Connecting with MGMA
  How MGMA resources and certification programs became a cornerstone for Allen’s professional development and decision-making. 
• 11:05 Writing for MGMA
  Allen discusses his published articles on mentorship, feedback loops, and practical clinic solutions—and why writing matters for leadership. 
• 12:36 Allen's Passion for Writing Stemmed from his Love of Reading
  Allen talks classic literature and various writing roles throughout his career. 
• 19:28 Book Recommendations & Lifelong Learning
  Allen and Daniel talk about some leadership reads, plus details on MGMA’s book club for members.
• 25:07 Maximizing Mentor-Mentee Programs
  Actionable advice for getting the most out of mentorship programs, including preparation, engagement, and growth strategies.

Resources Mentioned:

• Allen’s MGMA Articles
  • "Mentor up: How to be a great mentee and drive your own growth"
  • "Feedback for impact: Using employee and patient insights to drive operational improvements"
  • "Practical solutions to combat burnout in ambulatory clinics"

• Other MGMA Resources
  • MGMA Certification - Demonstrate your skills and earn a recognized certificate of mastery.
  • MGMA Mentor Program - New and improved!
    
    
• Books Discussed
  • The Count of Monte Cristo by Alexandre Dumas
  • East of Eden by John Steinbeck
  • Look Homeward, Angel by Thomas Wolfe
  • Align the Mind by Britt Frank
  • Shatterproof by Tasha Eurich
  • The Moviegoer by Walker Percy
  • Lemony Snicket’s A Series of Unfortunate Events

Justin’s insights translate a deeply technical topic into clear, practice-oriented guidance that helps healthcare administrators understand what’s changing, how it impacts their clinicians, and what steps they should take now.

Key Takeaways 

• Justin’s background & the evolution of Surescripts beyond e-prescribing
  00:58 — From EHR implementation during Meaningful Use to building national data exchange networks.
• What Surescripts offers medical practices today
  02:45 — Eligibility, medication history, real-time benefit tools, clinical messaging, record locator/exchange.
• TEFCA explained: Why it exists and what it solves
  04:59 — Preventing fragmented, state-by-state frameworks by establishing a single national standard.
• QHINs & the Sequoia Project’s role as RCE
  06:08 — How QHINs govern secure, standardized data exchange nationwide.
• How Surescripts participates: InterConnect & QHIN approval
  07:33 — Surescripts’ new QHIN subsidiary and what it means for practice connectivity.
• Scope of data available: Billions of clinical documents exchanged
  08:39 — How Carequality volume and TEFCA adoption are converging.
• What TEFCA adds to existing practice workflows
  10:33 — Access to CCDAs across care settings, improving completeness at the point of care.
• Practical use cases for clinicians and practice managers
  12:33 — ED episodes, chronic disease management, and value-based care coordination.
• Why practices hesitate: Awareness, education, and workflow clarity
  14:54 — Adoption barriers and how vendors can support practices.
• Action steps for practice leaders
  17:44 — Review InterConnect resources, understand state exchanges, and incorporate patient feedback on data access.

Resources Mentioned in the Episode

• Surescripts
• The Sequoia Project (TEFCA RCE)

Delores McNair shares what fuels her continued engagement with MGMA, from mentoring and speaking to leading the MGMA Book Club community. She reflects on the power of authentic leadership, the importance of diversity and inclusion, and why MGMA conferences offer more than education—they build connection.

Highlights from this episode:
How mentorship through MGMA helps leaders grow and give back
The value of authentic leadership and building a personal brand
Lessons from the MGMA Book Club and continuous learning
Networking vs. connecting: why real relationships matter

Reflections on MGMA’s 1920s-themed gala and the joy of community
If you’re passionate about healthcare leadership, professional development, and authentic connection, this conversation will leave you inspired.

Subscribe to the MGMA Podcast for more interviews with healthcare innovators and leaders shaping the future of medical practice management.

#MGMA #HealthcareLeadership #LeadersConference #Mentorship #AuthenticLeadership #MedicalPracticeManagement

Macy shares her unconventional entry into healthcare during the early days of COVID, how growing up in rural Minnesota shaped her leadership approach, and how her team cut wait times from 54 days to just over 10 without adding staff. She also reflects on what it means to be honored as a Future Five leader and what excites her most about the future of healthcare.

This episode is full of actionable insights for medical practice leaders, especially those working in rural and resource-constrained environments.

Key Takeaways

Starting a Healthcare Career During the Pandemic Built Adaptability and Resourcefulness (05:43)
Macy entered healthcare in the spring of 2020 with no traditional onboarding, learning instead through immersion, curiosity, and creative problem-solving — skills that continue to shape her leadership.

How a “Small but Mighty” Critical Access Hospital Serves a Large Rural Region (15:18)
CRMC sits in a town of 2,300 but serves 50,000–60,000 patients across rural Minnesota, performing more than 10,000 surgeries a year. Macy explains why patients drive past larger systems to receive care there.

Managing Seasonal Patient Shifts: Coordinating Care for Snowbirds (17:23)
Macy outlines how her team tracks which patients winter in other states, ensures continuity of care, prevents unnecessary follow-up outreach, and keeps partner providers informed.

Cutting Wait Times from 54 Days to 10 with Data, Templates & Team Alignment (21:05)
Rather than adding staff, Macy’s team redesigned provider schedules, room utilization, and workflows — dramatically expanding access and improving patient outcomes.

Leadership That Drives >99th Percentile Engagement Scores (24:56)
Macy prioritizes visibility, staff autonomy, psychological safety, and genuine personal connection. Her approach empowers teams to solve problems and care for patients more effectively.

Innovation + Policy Awareness Will Shape the Next Generation of Healthcare Leaders (26:54) Future leaders must embrace creative problem-solving, partnership-building, technology, and an active understanding of state/local legislation impacting care delivery.

Bonus: A Disney First-Timer? Planning Orlando Travel as a Minnesotan (28:09)
Macy hopes to turn her upcoming Orlando trip into her fiancé’s first-ever Disney experience — if she can persuade him.

Resources Mentioned

• Cuyuna Regional Medical Center
• MGMA DataDive
• MGMA Stat

Maryann shares her remarkable journey from Alabama to Qatar, where she helped build a greenfield hospital from the ground up. She discusses the similarities and differences between U.S. and international healthcare systems, how benchmarking and MGMA membership have been vital to her work abroad, and why networking is her biggest takeaway from the Leaders Conference.

Key themes from this episode:
Building a women’s and children’s hospital in Qatar
The role of benchmarking and MGMA resources in global healthcare leadership
Similarities in ambulatory care challenges across countries
How AI is shaping healthcare leadership while emphasizing the human connection
Why ongoing leadership training and networking are essential for growth

If you enjoy this conversation, don’t forget to subscribe to the MGMA Podcast for more insights from healthcare leaders across the globe.
#MGMA #HealthcareLeadership #LeadersConference #AIinHealthcare #GlobalHealthcare

This episode offers actionable insights for practice leaders looking to improve coordination of care, streamline administrative processes, and strengthen patient engagement.

Episode Takeaways

• (02:58) From Coaching to Caregiving: A Path to Mental Health
  Mitchell describes his unique journey from coaching lacrosse to pursuing mental health care after realizing the power of psychological support in athletic performance.
• (04:56) Inside the TMS Clinic
  He breaks down what transcranial magnetic stimulation (TMS) is — an FDA-approved neuromodulation therapy for depression, OCD, and other conditions — and shares how his small but dedicated team operates within a larger psychiatric practice.
• (07:43) Transforming the Patient Intake & Onboarding Experience
  Mitchell details how he redesigned his clinic’s intake process — shifting from a standardized script to a storytelling-based, empathy-driven approach that helps patients feel understood and supported from the start.
• (09:56) Building Better Payer Relationships
  He explains how open communication and proactive collaboration with insurers reduced prior authorization delays from two to three weeks down to a few days, demonstrating how strong provider–payer relationships improve access to care.
• (11:07) Data-Driven Advocacy for Mental Health
  Mitchell shares how his team’s partnership with BrainsWay, a TMS device manufacturer, has contributed to expanding FDA approval for broader age ranges — underscoring how community practices can influence national treatment accessibility.
• (12:58) Community Partnerships Through NAMI
  Mitchell’s collaboration with the National Alliance on Mental Illness (NAMI) ensures that patients who can’t afford care still receive peer-to-peer mental health support, embodying a comprehensive approach to community wellness.
• (15:33) The Future of Mental Health Care
  He envisions a continued reduction in stigma, deeper integration of mental health across all specialties, and more open acknowledgment of emotional well-being in patient conversations.
• (20:42) Advice for Small Practice Leaders
  Mitchell encourages administrators to remember that “every contribution matters” — reminding listeners that small practices can have large, lasting impacts on the future of healthcare.

 Resources Mentioned

• MGMA Future Five Awards - Learn more about MGMA’s program honoring early-career healthcare leaders.
• National Alliance on Mental Illness (NAMI) – Explore peer-to-peer programs and mental health advocacy resources.
• BrainsWay TMS Therapy – Learn about transcranial magnetic stimulation and its FDA-approved uses for depression and OCD.

The conversation explores how healthcare leaders can strengthen physician relationships beyond the recruitment phase — from pre-boarding and onboarding to long-term engagement. Tony and Neal share actionable strategies to close the gap between administrative expectations and physician realities, emphasizing culture, communication, and connection as key drivers of retention and satisfaction.

Key Takeaways

• Bridging the Expectation Gap (1:39)
  Nearly 60% of physicians leave their first job within three years, yet administrators expect six-year tenures. This misalignment reveals a critical need for better communication and expectation-setting during recruitment and onboarding.
• Spotting Red Flags Early (3:57)
  Engagement is a strong indicator of longevity. Lack of participation in staff events, community involvement, or peer engagement can signal an at-risk physician.
• Generational Shifts in Retention (09:44)
  Newer physicians approach employment differently than past generations. They expect employers to prove that a practice is worth their long-term commitment, rather than assuming loyalty from the start.
• The Power of Pre-boarding (11:09)
  Relationship-building begins before day one. Consistent communication — such as assigning mentors, sending local updates, or small welcome gestures — keeps new hires connected and prevents cold feet during long start-date gaps.
• Compensation Gets Them In, Culture Keeps Them There (18:10)
  Financial packages may attract candidates, but organizational culture — where physicians feel heard, valued, and connected — is what sustains engagement.
• Establishing Feedback Loops That Work (22:25)
  Effective feedback systems pair structured mentorship (monthly check-ins) with informal peer relationships, ensuring physicians have safe spaces to share concerns before they escalate.
• Culture as a Retention Engine (25:34)
  A thriving culture is personal, not transactional. When physicians feel known as individuals — not employee numbers — they’re more likely to stay and invest in the organization’s success.
• Action Step for Leaders (29:19)
  Administrators should “put themselves in physicians’ shoes,” understanding their personal and professional motivations to create environments where physicians feel supported and seen.

Resources mentioned:

• Full Report: From Contract to Connection: How Authentic Relationships Foster Early Career Physician Loyalty and Retention
• Jackson Physician Search resources
• More MGMA Insights podcast episodes

Key Takeaways

[02:34] – Recognition and Mentorship
Idalis describes the surprise and excitement of receiving her MGMA Future Five Award and how MGMA resources and mentorship accelerated her professional growth as a new practice administrator.

[05:11] – Career Evolution: CNA to Administrator
Her transition from clinical roles to leadership positions taught her the importance of empathy, teamwork, and leadership’s impact on both patient outcomes and staff morale.

[06:09] – Inside Fairfax Pediatric Associates
Fairfax Pediatric Associates—serving Northern Virginia for nearly 60 years—includes three locations, 80 staff, and offers care ranging from pediatrics to ADHD and mental health services as part of the Trusted Doctors network.

[09:30] – Speaking a Common Language: Clinical Meets Administrative
McPhail explains how she united departments by defining the patient experience as a shared goal—covering every touchpoint from insurance verification through follow-up care.

[11:23] – Leading a Culture of Safety
Her infection-control initiative began with observation and staff education. By focusing on the “why” behind safety standards, McPhail built buy-in and accountability, reducing employee sick days and patient cross-contamination.

[13:50] – Sustaining Quality through Engagement
Monthly “secret shopper” audits keep infection-control practices consistent, reinforcing awareness without creating a punitive culture.

[17:14] – Mentorship and Collaboration Across Roles
Transitioning from nurse manager to administrator required humility, curiosity, and asking direct reports for insight. McPhail emphasizes showing how operational decisions affect patient outcomes to motivate staff from all backgrounds.

[19:33] – Redefining Impact: Taking Care of the Caregivers
Moving into administration expanded McPhail’s impact—now supporting both patients and the 80 employees who care for them through operational efficiency, fiscal stability, and workplace culture.

[21:55] – Thriving Amid Change
McPhail views healthcare’s constant evolution as a learning opportunity, encouraging leaders to collaborate, stay adaptable, and embrace innovation with confidence and curiosity.

 Resources: 

• Idalis McPhair on LinkedIn
• Fairfax Pediatric Associates
• MGMA Awards 
• Trusted Doctors Network

Nguyen shares how his “One Reason for Visit” model revolutionized multidisciplinary care for patients with back pain by breaking down silos, improving patient access, and creating a coordinated, scalable system across a 45-hospital network. He also reflects on his Louisiana roots, how his experience with FEMA during Hurricane Katrina shaped his healthcare leadership, and how collaboration drives sustainable innovation.

Tune in to learn how Nguyen’s approach can help your practice enhance care coordination, streamline scheduling, and improve patient satisfaction — no matter your size or specialty.

Key Takeaways

[01:36] – Winning the Harwick Innovation Award
Sean shares the story behind receiving the Harwick Innovation Award and credits his Ochsner team’s collective effort in transforming care delivery.

[03:11] – About Ochsner Health’s System-Wide Reach
Sean provides an overview of Ochsner Health’s 45-hospital system, spanning Louisiana, Mississippi, and Alabama, emphasizing the organization’s focus on innovation, collaboration, and excellence in care.
[05:40] – Roots in Louisiana and a Passion for Community
Growing up “down the bayou” in Houma, Louisiana, as the son of Vietnamese immigrants, Sean learned the value of family and community. After Hurricane Katrina, his work with FEMA in recovery and behavioral health inspired his career in healthcare leadership. 

[11:22] – Breaking Down Silos in Patient Care
Nguyen explains how fragmented care for patients with back pain led to the development of the “One Reason for Visit” model — streamlining access and ensuring consistent triage regardless of specialty or location. 

[15:46] – Implementation: Building Collaboration Across Systems
Sean details how his team partnered with Epic and clinical leaders to connect decision trees across specialties, standardize initial visits, and gain clinician buy-in through transparent communication and trust-building.

[20:45] – Buy-in, Measurable Results, and Patient Impact
The initiative reduced wait times, expanded same-day availability, and boosted patient satisfaction. Nguyen also notes culture change as one of the most meaningful outcomes, as teams embraced shared goals over silos.

[29:35] – Scaling the Model to Chronic Disease Management
Sean outlines opportunities to apply the “One Reason for Visit” framework to chronic conditions such as diabetes, asthma, cancer, joint pain, and women’s health — emphasizing the need for both top-down and grassroots collaboration.

[34:13] – Innovation Through Teamwork
Drawing inspiration from his Avengers pin, Sean compares his multidisciplinary team to superheroes — each with unique strengths working together for patients’ benefit.

Resources from this episode:

• Sean Nguyen on LinkedIn
• Ochsner Health
• 2025 MGMA Award Winners 
• MGMA Insights Podcast Network

Listeners will gain insights into how medical practice leaders can balance professional development, mentorship, and the day-to-day demands of running a practice — all while building community and advancing excellence in healthcare management.

Episode Takeaways

[02:09] — Connecting in Person: Why MGMA Conferences Matter
Daniel and Michelle chat about the excitement of attending the MGMA Leaders Conference in Orlando (held Sept. 28-Oct. 1), the energy of being surrounded by peers, and the difference between virtual connections and face-to-face learning. Michelle reflects on attending the MGMA Private Practice Conference in Minnesota earlier this year.
[05:14] — Cookeville, Tennessee: A Regional Hub for Women’s Health
Michelle introduces listeners to Cookeville. At Cookeville Gynecology, her team provides specialized care for patients who often travel an hour or more for services. She describes the pride of working in a regional practice that blends small-town connection with big-city standards of care. 

[6:19] — From Nurse to Administrator: Bridging the Clinical and Business Sides of Healthcare
Michelle shares her transition story from clinical nurse to administrator, explaining how cross-training and empathy between front- and back-office teams foster stronger, more efficient practices.

[7:34] — Launching and Growing a Physician-Owned Practice
Hear how Michelle helped build Cookeville Gynecology from a single-physician practice to a thriving six-provider clinic serving more than 20,000 patients across a 14-county region.
[8:08] — Bridging the Front and Back Office Divide
 Michelle reflects on the transition from nurse to administrator, noting that tension often exists between clinical and front-office teams. She explains how her clinical background helped her bridge that gap, foster collaboration through cross-training, and guide change with empathy and understanding.
[09:48] — Seeing Both Sides of the Practice
Michelle explains how working on both the clinical and administrative sides has strengthened her communication and leadership. She shares how understanding each team’s perspective helps staff connect their daily work to the practice’s financial health and overall success.

[11:15] — The Power of ACMPE: What Certification and Fellowship Really Mean
Michelle breaks down the ACMPE process — from certification to fellowship — and how it builds confidence, financial literacy, and leadership among practice managers.

[14:30] — Paying It Forward Through Mentorship
Michelle shares how earning her ACMPE certification inspired her to mentor others. Now leading study groups and boot camps, she helps peers navigate the process, celebrating their successes and emphasizing how mentorship keeps the spirit of professional growth alive in healthcare leadership. 

[18:56] — Overcoming Barriers and Building Confidence
Michelle notes that time is the biggest challenge for most practice leaders pursuing ACMPE certification. She emphasizes how study groups and the (MGMA) Principles of Practice Management Certificate help build confidence and community, offering encouragement, shared learning, and a sense of camaraderie among peers on the same journey. 

[20:50] — Inspiring the Next Generation of Leaders
Michelle shares what drives her passion for ACMPE: helping practice leaders grow and adapt in a fast-changing healthcare landscape. She finds the greatest reward in mentoring others—supporting them as they build confidence, pursue certification or fellowship, and connect the dots between where they are and where they want to be. 

About the Guest:
Michelle Mainord is Practice Administrator at Cookeville Gynecology in Tennessee and the 2025 ACMPE Forum Representative of the Year. She has been instrumental in guiding members through certification and fellowship, fostering mentorship networks, and advancing the professional development of healthcare leaders. 

Resources 

• Michelle Mainord on LinkedIn
• ACMPE Certification and Fellowship Information
• Principles of Medical Practice Management Certificate Program
• MGMA Private Practice Conference

Recorded ahead of the MGMA Leaders Conference, their conversation highlights the evolving role of academic medicine, including leadership development, physician recruitment and retention, research and clinical trials, grant management, and resource management amid shrinking reimbursements.

Key Moments:

• 00:00 – Introduction and Jonathan Leer's background
• 01:07 – Defining academic medicine and the tripartite mission
• 04:14 – Research and clinical trial highlights
• 06:32 – Public health focus on carbon monoxide safety
• 07:39 – Expanding academic practices into communities
• 12:18 – Leadership, recruitment, and resource management in academic medicine
• 28:00 – How to connect with Jonathan Leer

Resources:

• Email: j.leer@som.umaryland.edu
• Jonathan Leer on LinkedIn
• MGMA Leaders Conference Info
• University of Maryland School of Medicine Website
• CDC Carbon Monoxide Safety

The conversation covers how AI can automate repetitive administrative tasks, the limits of technology in patient interactions, and the importance of maintaining empathy and trust in healthcare. Listeners will also hear real-world examples of AI’s role in revenue cycle management and the long-term potential of AI agents.

Key Takeaways:

• (03:27) - Introduction to Dr. Javid’s background: From law to psychiatry to healthcare operations, and how this experience informs his approach to AI in medical practices
• (06:38) - The billing challenge: Why healthcare billing is so complex and costly, and how practices struggle to retain top coding and billing staff
• (08:21) - Where AI excels vs. where humans are essential: Repetitive coding and data tasks are ideal for AI, while human interaction remains irreplaceable for patient-facing roles
• (09:35) - Defining AI agents: How AI agents simulate human workflows, log into EHRs, code notes, and reconcile payments—dramatically cutting processing times
• (13:15) - Cost savings potential: How practices can reduce billing expenses from 5% of revenue to less than 1%, saving tens of thousands of dollars per physician each year
• (15:42) - Preserving empathy and trust: Why AI cannot replace the doctor-patient relationship and the importance of human connection in healthcare
• (17:08) - Final advice for practice leaders: Adopt AI thoughtfully—integrating tools like billing agents without losing the essence of patient-centered care

Resources

• Visit the EDGE website
• Visit the Rinova AI website to learn more
• Watch a Rinova Agentic AI Insurance Verification Demo
• Connect with Dr. Rihan Javid on LinkedIn

What you’ll hear in this episode:

• Challenges and rewards of delivering maternal-fetal care across Alaska
• Why cultural awareness is vital for healthcare leaders
• How peer networks provide support in leadership roles
• Insights from MGMA’s resource groups and breakout sessions
• The role of conferences in building community and balance for leaders

Resources:

• MGMA Leaders Conference: https://mgma.com/leaders
• MGMA Podcast: https://www.mgma.com/podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

What You’ll Learn:

• Why ransomware attacks on medical practices are becoming more frequent
• Common gaps in healthcare security risk analysis that leave practices vulnerable
• The dangers of incomplete malware removal and repeat ransomware attacks
• How AI tools like ChatGPT can create cybersecurity risks in healthcare
• What PHI you should never put into public AI systems
• Real OCR settlement case studies from practices that experienced breaches

Key Takeaway: Many practices have not completed thorough, enterprise-wide security risk analyses—making them prime targets for threat actors. Leadership from the top is essential for building effective cybersecurity programs.

📍 Recorded live at the MGMA Leaders Conference 2025 in Orlando, FL

🎯 Perfect for: Healthcare administrators, practice managers, medical group leaders, compliance officers, and IT professionals in healthcare settings

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

Key Timestamped Moments:

• 04:38 – Seb’s turning point: From drifting to defining a life of purpose
• 06:38 – The science of goal setting and why most people fail (and how to succeed)
• 13:00 – The most meaningful item Seb ever checked off his list
• 15:01 – How “100 Things” became a global movement and inspired others
• 17:01 – Advice for overwhelmed professionals: Micro-steps and self-kindness
• 19:17 – How kindness and connection drive real achievement

Resources & Links:

• Seb Terry’s 100 Things Movement: https://100things.com/
• MGMA Leaders Conference: https://mgma.com/leaders
• “The Top Five Regrets of the Dying” by Bronnie Ware: https://bronnieware.com/regrets-of-the-dying/
• Seb Terry’s Book “100 Things: What’s on Your List?”: https://www.amazon.com/100-Things-Whats-Your-List/dp/0733626823
• Seb Terry on LinkedIn: https://www.linkedin.com/in/sebterry/
• Seb Terry’s Keynote Speaking: https://sebterry.com/
• The Castle (Australian film): https://www.imdb.com/title/tt0118826/
• Chopper (Australian film): https://www.imdb.com/title/tt0221073/
• MGMA Podcast: https://www.mgma.com/podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

Whether you’re navigating the complexities of group practice management or looking for inspiration from one of the field’s most trusted voices, this episode offers invaluable insights and problem-solving perspectives.

Key Takeaways

• [03:26] Dave reflects on receiving the MGMA Lifetime Achievement Award and the legacy of past recipients.
• [06:00] A deep dive into MGMA’s origins in 1926 and Dave’s role as an organizational historian.
• [06:39] How a student internship in 1979 launched Dave’s lifelong career with MGMA and a parallel career in the U.S. Army Medical Service Corps.
• [14:10] The evolution of MGMA’s benchmarking and survey data—why “good data yields good decisions” remains a guiding principle.
• [16:44] Real-world example of how one practice in Salt Lake City used MGMA data to transform performance and outcomes.
• [19:45] Dave’s philosophy on mentorship, collaboration, and why investing time in others always pays dividends.
• [23:24] Advice for today’s practice leaders: embracing innovation, applying AI responsibly, and never losing sight of the core mission—delivering high-quality patient care.
• [27:01] A glimpse into Dave’s adventurous side, including his 27th European cycling trip and reflections on lifelong learning.

Resources & Links

• Learn more about the 2025 MGMA Leaders Conference in Orlando and register to attend Dave Gans’ recognition ceremony.
• Explore MGMA’s data and benchmarking resources.
• Read Dave Gans’ contributions: MGMA articles, podcasts, and books. 

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

From TennCare reimbursement challenges to looming physician shortages, Jon breaks down complex legislative issues into practical takeaways for medical practice leaders. His insights underscore why advocacy isn’t just politics — it’s problem-solving for the future of healthcare.

Key Takeaways

• [02:34] Jon describes the shock of learning he’d been named MGMA’s Legislative Liaison of the Year.
• [04:35] The role of local media in Jackson, Tennessee, and how healthcare organizations connect with their communities.
• [06:08] Jon’s Arkansas roots, trout fishing background, and early exposure to medicine through his father’s small-town practice.
• [09:08] How Jon transitioned from biology graduate to healthcare administration and eventually practice leadership.
• [11:18] The “voluntold” moment that launched his career as a legislative liaison and the importance of mentorship in advocacy.
• [13:33] Why neutrality and bipartisanship are essential when representing healthcare issues to lawmakers.
• [20:35] A real-world example: explaining TennCare’s low reimbursement rates to Tennessee legislators.
• [25:00] Strategies for engaging legislators effectively — finding common ground, leading with empathy, and making issues personal.
• [26:36] The looming physician shortage and Medicare expansion — why leaders must think several “chess moves” ahead.
• [29:07] How MGMA National supports state liaisons with updates, training, and peer collaboration.
• [31:49] Jon’s challenge to future leaders: step into advocacy roles, mentor others, and be an authentic voice for healthcare improvement.

Resources & Links Mentioned in the Episode

• MGMA Leaders Conference (Sept. 28 – Oct. 1, 2025, Orlando, FL)
  Register here
• MGMA Government Affairs – Learn more about how MGMA advocates on behalf of medical group practices and how you can get involved:
  MGMA Government Affairs
• Projected Physician Shortage Data – AAMC Report on the 2030 physician shortage forecast:
  AAMC Physician Workforce Projections

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

Key Takeaways:

• [05:41] - Identifying workforce gaps: How rural healthcare organizations are struggling to recruit talent and why early-stage career roles, like medical assistants, are critical to closing the gap.
• [08:14] - What US Career Institute offers: An overview of the accredited programs and degrees, with a focus on entry-level healthcare pathways and medical assistant training.
• [10:40] - Real-life success stories: How individuals from diverse backgrounds (oil riggers, hairstylists) transitioned into healthcare careers and thrived with support from their employers.
• [12:15] - Didactic + clinical training model: Why combining online coursework with hands-on clinical instruction creates the most effective outcomes for medical assistant preparation.
• [17:20] - Open-book learning and retention: How cognitive load theory and open-book quizzes improve knowledge retention and prepare students for certification exams.
• [25:20] - Partner-driven customization: How organizations can tailor the learning sequence and clinical checklists to align with their unique needs and workflows.
• [28:08] - MGMA CMA program partnership: How practices can access U.S. Career Institute programs directly through MGMA to build and sustain their CMA pipelines.

Resources:

• Visit the U.S. Career Institute website
• MGMA Clinical Medical Assistant Certification, Powered by U.S. Career Institute - Learn More
• Connect with Rob Fershtman on LinkedIn
• MGMA Membership - Learn More and Register
• 2025 MGMA Leaders Conference: Sept 28-Oct 1 in Orlando, FL - Register Here

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

[02:35] - Becoming a futurist: Crystal explains her path from hospitality management to consulting for global brands, and how she developed her futurist mindset.

[06:25] - Grounding AI in reality: Artificial intelligence has been around since the 1950s; generative AI is simply the newest wave, not an oracle.

[07:49] - Generative AI hype vs. reality: Crystal cautions leaders to separate engineering insights from corporate hype and stock-price-driven narratives.

[10:12] - Healthcare leaders and limited time: Practical advice on dedicating even 10–15 minutes a day to keep informed without feeling overwhelmed.

[11:31] - Problem-first adoption: Why leaders should identify their top three challenges before chasing new technology solutions.

[12:56] - What to expect from her keynote: Leaders Conference attendees can look forward to fun, interactive, and pragmatic ways to use AI in daily life and in healthcare operations.

Resources:

• MGMA Leaders Conference 2025: Learn more and register
• MGMA Membership: Access tools, communities and educational opportunities - Learn more and register
• Crystal Washington — Visit crystalwashington.com

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

8 Key Moments:

• 00:00 – Introduction & Meet Shay Askew
• 01:10 – Shay’s Unplanned Path into Healthcare
• 03:10 – Childhood Accident & Burn Survivor Story
• 05:15 – Recovery, Shriners Hospital, and Finding Purpose
• 10:00 – Sharing His Story: Speaking, Rotary, and Writing a Book
• 16:00 – Embracing Challenges: Ironman, Global Adventures, and Mindset
• 25:00 – Leadership, Mentorship, and Advice for Early Careerists
• 34:00 – Book Recommendations, Final Advice, and How to Connect with Shay

Resources:

• MGMA for Early Careerists (resources)
• Melinda Mastel (MGMA resource groups)
• Shay Eskew (website)
• Shay Eskew (LinkedIn)
• Book: What the Fire Ignited by Shay Eskew (Barnes & Noble)
• Book: Endurance: Shackleton’s Incredible Voyage by Alfred Lansing (Amazon)
• Shriners Hospitals for Children (Official Site)
• Rotary International (Official Site)
• The Human Performance Project – Illinois Chapter
• The Human Performance Project – Bird’s Eye View Project

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

• 00:03 — Introduction and Guest Background
• 02:12 — Creating a Culture of Accountability with Empathy
• 17:02 — Being a Woman Leader in Healthcare
• 27:52 — Finding Mentors and Building Support Networks
• 36:31 — Key Leadership Lessons: Progress Over Perfection
• 42:27 — Closing Thoughts and Thank You

Your Host:
Adrienne Palmer Lloyd, MHA, FACHE
CEO/Founder, Optimize Healthcare
MGMA Consultant | Certified John Maxwell Leadership Coach | Lean/Six Sigma Expert

CONNECT WITH Adrienne!
🌐 LinkedIn
🌐 Optimize Healthcare
📧 Email Adrienne
📅 BOOK A CALL

CONNECT WITH Haley!
🌐LinkedIn

MGMA Resources:

• MGMA Leaders Conference 2025: Learn more and register
• MGMA Membership: Access tools, communities and educational opportunities - Learn more and register
• MGMA Podcasts

In this conversation, Carolyn shares her healthcare journey, how she identified a leadership training gap, and how she created an inclusive program that equips supervisors, managers, and directors to grow into stronger, more confident leaders. Listeners will learn about the program’s structure, retreats, challenges, and rewards—and how they can adapt these lessons within their own organizations. 

• [04:50] Carolyn’s healthcare journey: Carolyn discusses her 21 years in leadership, her transition from academic medicine to nonprofit care and how MGMA has supported her growth
• [08:22] Identifying a leadership gap: Why existing resources weren’t enough and how she developed a tailored operational leadership program
• [10:10] Program goals: Helping leaders recognize competency gaps, build confidence, and elevate performance across peer groups
• [11:48] Retreat structure: Quarterly half-day training retreats that blend reflection, bonding activities, and peer-to-peer learning
• [17:37] Inclusive participation: All supervisors, managers, and directors are included in the program to build consistency across leadership levels
• [18:54] Overcoming challenges: Time investment, survey design, and building trust through anonymous feedback
• [22:43] Biggest rewards: Promoting leaders from within and seeing measurable growth in confidence, performance, and advancement
• [25:10] Don’t miss Carolyn’s session: "Build Your Own Operational Leadership Development Program" at the MGMA Leaders Conference in Orlando

Resources:

• MGMA Leaders Conference 2025: Learn more and register
• MGMA Membership: Access tools, communities and educational opportunities - Learn more and register
• Connect with Carolyn Bruebaker Moore on LinkedIn
• Visit the PeaceHealth Medical Group website to learn more

[4:07] - Redefining Ambulatory Space Optimization
[6:30] - Implementing E-Consults for Specialist Access
[9:28] - Using Remote Monitoring to Reduce Hospital Length of Stay
[10:45] - Leveraging Parking Lot Check-ins and Virtual Platforms
[13:35] - Treating Healthcare as a Team Sport
[17:11] - Embracing Technology Across All Age Groups
[18:47] - Goal-Setting and Team Building

Resources:

• 2025 MGMA Leaders Conference - September 28 - October 2 in Orlando, FL - Register Here

Leaders Session: "Ambulatory Space Optimization with Digital Health Transformation" Tuesday, Sept. 30 @ 1:00 PM

• UCI Health - University of California, Irvine Health System

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

Key Takeaways:

• 03:20 Hiring Paradigm Shift: Move beyond resume-based hiring to assessment-driven candidate selection
• 10:42 Mindset Matters: Prioritize candidates with a genuine desire to serve and find fulfillment in healthcare
• 13:29 Transferable Hiring Strategies: Approach works across different healthcare specialties and practice types
• 17:09 Burnout Prevention: Strategically building the right team can dramatically reduce practice leader stress
• 18:01 Emotional Impact: Reduce Sunday night anxiety and Monday morning dread through strategic hiring
• 21:21 Team Performance: Replace low-performing team members to improve overall practice culture and retain top talent

Resources:
Visit the Build My Team website to learn more
Connect with Dr. Michael Neal on LinkedIn
Read Rocket Fuel: By Gino Wickman and Mark C. Winters - Available on Amazon
Read Mindset: By Carol Dweck - Available on Amazon

Additional Resources:

• MGMA Playbooks
• MGMA Events
• MGMA Consulting
• MGMA DataDive
• MGMA Stat
• MGMA Podcasts

Email us at dwilliams@mgma.com 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 advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts.

Key Takeaways:

[04:12] Career Evolution: Mark transitioned from military medical laboratory work to leadership consulting, demonstrating the importance of adaptability in professional growth

[10:00] Leadership Challenges: Four primary leadership challenges identified: