In this episode of the NAHAM Connections Podcast, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by Kobe Crossley, CHAM, CRCR, Patient Access director at Banner Health. Together, they explore the growing influence of ambulatory care and its impact on Patient Access professionals. Kobe, with her extensive experience in ambulatory care, shares valuable insights on the key factors driving the shi...
Mar 21, 2025•19 min
In this episode, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by NAHAM President, Philip Quick, MPS, CHAM. They discuss the exciting milestones and ongoing progress of NAHAM as the organization celebrates its 50th anniversary. Philip shares his personal journey in Patient Access and reflects on the pivotal moments of NAHAM’s evolution. From advocating for Patient Access leadership roles to n...
Dec 12, 2024•23 min
In this episode, we’re diving into the key takeaways from the NAHAM 50th Annual Conference, with a spotlight on artificial intelligence (AI) and its impact on Patient Access. As AI continues to generate buzz in healthcare settings, it’s crucial to distinguish between genuine advancements and marketing hype. Host Susan Milligan, CHAM, CRCR, is joined by D.J. Plavsic, MBA, CRCR, who shared his expertise on AI at the recent conference. Together, they explore the critical distinctions between basic ...
Sep 05, 2024•39 min
In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Susan Milligan, CHAM, CRCR, Gisela Dossey, CRCR, and Erin Hancock, as they discuss challenges and strategies for fostering inclusivity. They candidly reflect on personal journeys and instances of exclusion, emphasizing the role of empathy in creating inclusive environments. From navigating healthcare systems for children with special needs to enhancing communication, our guests offer invaluable insi...
Mar 21, 2024•1 hr
In this special end-of-year episode, NAHAM President, Stephanie Benintendi, MBA, CHAM, hosts two distinguished guests, Maxine Wilson, CHAM, CHAA, and Nancy Farrington, FHAM, CHAM, as they share insights on their journeys through the first generation of NAHAM. Reflecting on their experiences, they discuss pivotal moments and reminisce about milestones like the creation of the CHAA credential, marking a significant development for frontline leaders in Patient Access. They delve into the hurdles ov...
Dec 14, 2023•39 min
The ambulatory care setting in Patient Access presents its own unique sets of challenges, demanding adaptability and a deep understanding of the intricacies involved in outpatient care. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Ernest Yates IV and Audrina Cato, CHAA, as they discuss the importance of training and development in ambulatory care settings and strategies for maintaining composure during high-pressure moments. Additionally, they...
Nov 15, 2023•23 min
ABOUT THE EPISODE In the world of Patient Access, discovering an identity beyond one's professional role is crucial for overall well-being and fulfillment. Engaging in personal passions and hobbies not only helps counterbalance work-related stress but also makes for a healthier approach to life within the demanding field. In this episode, Brenda Sauer RN, MA, CHAM, FHAM, moderates a discussion with Wendy Roach, RDMS, CHAM, and Sean Buzzard as they engage in a conversation on how they’ve found th...
Aug 21, 2023•30 min
ABOUT THE EPISODE NAHAM has long recognized the importance of investing in the education and training of staff members involved in Patient Access so healthcare organizations can improve financial outcomes and enhance the patient experience. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Nathaniel Davis III, Shellie Lowery and Jan Mitchell, CHAA, AS, for a roundtable discussion on how they are taking innovative approaches and inspiring their team...
Jun 13, 2023•51 min
ABOUT THE EPISODE Please note that this episode makes mention of a racially motivated mass shooting. If you would like to avoid this content, skip 25:01–26:01. Over the past few years, NAHAM has brought diversity, equity and inclusion — DEI — to the forefront of all we do. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Julian Brown-Ahart, CHAM; Rafael Garraton; and Latoria Cooper, CHAA, for a roundtable discussion about how their organizations h...
Apr 26, 2023•36 min
ABOUT THE EPISODE In recent years, Patient Access professionals have prioritized enhancing the virtual patient experience, leading to the evolution of technology and new emerging trends that have helped guide healthcare organizations. In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Octavius M. Jones Sr, ACHE, Julie Vanpelt and Brandy Crist for a roundtable discussion on how their organizations have embraced and enhanced the virtual patient experi...
Mar 10, 2023•35 min
ABOUT THE EPISODE As the year comes to a close, NAHAM President Stephanie Benintendi, MBA, CHAM, visits the podcast for the annual year in review episode. She reflects on all of NAHAM’s progress and accomplishments in 2022 and gives insight on what is to come in the new year, including rules and prior authorization regulations, technology transformation, focus on the ambulatory care space and addressing staffing challenges. Listen to join in on celebrating the accomplishments of 2022 and learn m...
Dec 01, 2022•20 min
ABOUT THE EPISODE In 2021, NAHAM began an initiative to elevate the voices of its members and promote actionable solutions to everyday issues surrounding prior authorization. As a result, the NAHAM Prior Authorization Task Force was formed. Since its formation, they have worked to create a whitepaper and recently hosted a roundtable discussion, where they collaborated with vendors and payers to brainstorm solutions to challenges in prior authorization. In this episode of the NAHAM Connections Po...
Nov 18, 2022•33 min
ABOUT THE EPISODE During the NAHAM 20222 Annual Conference, Patient Access professionals from across the country gathered to expand on their education, collaborate, form connections and embrace the future of Patient Access. In this episode, Dale Williams scholarship recipient Meagan Tomlin and Michael Taubin scholarship recipient Jennifer Crane reflect on the meaning of their awards to them, the value of their NAHAM certification and their personal and professional growth at the NAHAM 2022 Annua...
Aug 22, 2022•20 min
ABOUT THE EPISODE Over the past few years, Patient Access has faced many staffing challenges and shortages as an impact of the COVID-19 pandemic. Still, Patient Access is a resilient and powerful profession, and everyone from associates to directors found creative ways to face these obstacles. In this episode, Patient Access leaders Yelina Mejia and Neha Sarkar, from Rush University Medical Center, and Evelyn Rosa, from New York Presbyterian, discuss best practices for hiring and onboarding Pati...
Jun 30, 2022•37 min
ABOUT THE EPISODE In honor of Celebrate Diversity Month, this episode features NAHAM Diversity, Equity and Inclusion (DEI) Task Force members Scott Wood, CHAM; Cathy Pallozzi, CHAM, CCS; and Kiowa Grove, CHAA, CRCR. They discuss the importance of DEI and allyship among your teams, examples of how they have been allies and witnessed allyship in their facilities and how allyship contributes to a greater patient experience. They also detail how diversity leads to more equitable healthcare access fo...
Apr 22, 2022•37 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Susan Milligan, CHAM, CRCR, and Tom Tull, FACHE, CPXP, walk through real-life examples of patient comments, both the good and the not-so-good, and share strategies for providing an optimal patient experience. Also, Milligan and Tull discuss why it’s so important for Patient Access leaders to have a patient experience network at their fingertips. Don’t miss t...
Feb 21, 2022•42 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM welcomes back to the podcast NAHAM President Michelle Fox, DBA, MHA, FHAM, CHAM. Fox returns to the podcast to reflect on the progress and accomplishments of Patient Access and NAHAM in 2021. Plus, she looks ahead to the new year, sharing insights and predictions about what’s to come for Patient Access and the exciting 2022 NAHAM has planned for its me...
Dec 16, 2021•21 min
11 – Prior Authorizations ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Dr. Rishi Garg, neurologist, assistant professor, medical director of the financial clearance center, and physician advisor at Loyola Medical Center in Chicago to discuss all-things prior authorizations. From his clinical perspective, Dr. Garg shares insight into best practices for prior authorization workflows,...
Dec 13, 2021•13 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with two Patient Access leaders, NAHAM Publications Committee Chair Philip Quick, MPS, CHAM, and NAHAM Past President Brenda Sauer, RN, MA, CHAM, FHAM. Quick and Sauer, who are Patient Access leaders at major hospital systems, discuss two major topics facing the profession today — staff burnout and the healthcare staffing shortage. Listen in ...
Nov 17, 2021•44 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with three members of the NAHAM Diversity, Equity and Inclusion (DEI) Task Force: Vanessa Mackay, CHAM; Autumn Mayhew, CHAA, CHAM, CRCR; and Scott Wood, CHAM. Listen in to learn more about the development of NAHAM’s DEI statement and task force, why DEI matters in Patient Access and how these leaders are implementing inclusive initiatives in ...
Sep 23, 2021•21 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Pam Carlisle, FHAM, CHAM, MHA, director, revenue cycle management, for Genesis Healthcare System, to discuss the upcoming Surprise Medical Billing final rule, which goes into effect Jan. 1, 2022. Listen in as Carlisle gives an overview of the No Surprises Act that Congress passed in January 2021. Plus, we’ll discuss the pros and cons of ...
Aug 26, 2021•16 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM sits down with Liz Nix, MBA, director of service quality and development for Patient Access services at Vanderbilt University Medical Center, to discuss how Patient Access leaders can help their teams chart a career path. Listen in as Nix walks through the process of implementing a career path, shares anecdotes from employees who found success on their...
Jun 30, 2021•32 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM Policy Development and Government Relations Committee Chair Terese Davis, MBA, CHAM, and NAHAM Strategic Projects Committee Chair Wendy Roach, RDMS, CHAM, discuss the updates to the Disaster Preparedness, Patient Experience and Patient Identity Integrity Toolkits their committees supported in 2020. Davis and Roach discuss the process of updating these ...
Mar 18, 2021•20 min
ABOUT THE EPISODE Thank you for joining us for another episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM President Michelle Fox, DBA, MHA, FHAM, CHAM, director of revenue operations/Patient Access at Health First, Brevard County, Florida, explains the upcoming CMS rules and regulations changes that Patient Access professionals need to know. Also in the episode, Michelle talks about presenting her NAHAM Online Experience session, “Industry Update: What’s N...
Dec 04, 2020•24 min
ABOUT THE EPISODE Thank you for joining us for the fourth episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Michael Sciarabba, CHAM, director of Patient Access services at UChicago Medicine, takes a deep dive into his recently published Access Management Journal article about denial prevention. Here, Michael discusses strategies to proactively solve the denial dilemma; describes the roles of patients, providers and Patient Access professionals in managing denia...
Sep 17, 2020•27 min
ABOUT THE EPISODE Thank you for joining us for the third episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Elizabeth Reason, MSA, CHAM, CBCS, director of patient financial services at Lake Huron Medical Center and NAHAM past president, previews her upcoming NAHAM Online Experience session, “Lessons From COVID-19.” Here, Elizabeth discusses how COVID-19 has impacted Patient Access and what pandemic changes she envisions becoming permanent fixtures of the field. ...
Aug 18, 2020•16 min
ABOUT THE EPISODE Thank you for joining us for the second episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, Michael Borge, senior director of ambulatory Patient Access; Janelle Stout, senior manager of ambulatory central verification and authorizations; and Cynthia Yerger, senior manager of Patient Access pre-service department — all from Banner Health — discuss remote working in Patient Access. Although working from home may have once felt like a professional ...
May 28, 2020•21 min
ABOUT THE EPISODE Thank you for joining us for the first episode of the NAHAM Connections Podcast: Voices in Patient Access. In this episode, NAHAM publications managing editor Kelly Rehan connects with Susan Milligan, CHAM, CRCR, DDI and R Factor Certified Facilitator, director of patient and guest experience at Ensemble Health Partners. Susan takes a deep dive into her white paper, “Hooked on a Feeling: Using Empathy to Create a Positive Patient Experience,” defines empathy, shares how Patient...
Mar 19, 2020•29 min
