Every day, great leaders who provide patients with great healthcare revenue cycle support, are acutely focused on providing optimum levels of customer service. It is a critical component of their jobs. Over time, great service is what defines every great leader. Martin Luther King Jr. spoke about providing the highest levels of service in this quote: “Not everybody can be famous but everybody can be great, because greatness is determined by service.”
In the world we live in, the traditional media aggrandizes musicians, actors and politicians. It is rare to hear about the people who support the revenue cycle business practices of a hospital or clinic. Typically we hear about a doctor or scientist who is successful with a complex surgery or one who develops a new drug for curing a disease. While these people should receive their accolades, we should remember that those who work in hospital finance and the healthcare revenue cycle are the ones who keep hospitals and clinics in good financial shape, so clinicians can do their jobs.
Healthcare leaders are those who keep a medical facility financially sound and poised for growth. Without these dedicated people, hospitals would be forced to cut back or limit the services they provide their community.
Doctors, nurses and support personnel serve the clinical needs of patients. Healthcare business leaders serve a different need, to keep the financial needs of a facility in good order. They also provide clear communication, accurate billing and superior customer service, in order to make a patient’s experience as smooth and streamlined as possible.
Healthcare revenue cycle leaders play critical role in a hospital’s operation. They are the first staff members to greet a patient and the last to communicate with them. They are charged with serving patients throughout the revenue cycle and after all medical services are performed.
Their position is of paramount importance, because they act as a conduit between the hospital and the patients who are served. While meeting their goals of patient satisfaction, they also understand how important it is to communicate in a patient friendly way. Business leaders are important people, who community residents count on to run our hospital’s and clinic’s business departments.
What characteristics make a great healthcare revenue cycle leader? John Quincy Adams once said, “If your actions inspire others to dream more, learn more, do more and become more, you are a leader”. Great healthcare leaders continually seek new ways of thinking to drive innovative solutions. Those solutions improve a hospitals overall business performance.
A great leader must have an open mind as they pursue creative solutions to solve their most pressing business problems. A great healthcare revenue cycle leader strives to apply fresh new sets of beliefs to solve issues affecting financial viably. The best and most effective revenue cycle leaders embrace their role as revenue cycle change agents.
The best healthcare leaders are intrepreneurs, who act as a catalyst for change. They constantly look to reinvent established business processes and they are not afraid to “rock the boat”. Rocking the boat is sometimes risky, but it may be the only way to keep it from sinking. Judy Garland, the famous actress had her own opinion about being a great leader. She said, “Always be a first rate version of yourself and not a second rate version of someone else.” It’s important to be yourself, and use all of your talents to be a great”.
Great operational leaders are futurist thinkers who look to drive change when the rest of their colleagues don’t see a need for it. Their forward thinking attitudes tend to solve problems before they appear. As Wayne Gretzky, one of the greatest hockey players of all time said, ” A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be”.
The best leaders use a similar strategy as Wayne Gretzky, they look ahead to see future problems before they come to fruition.
Great healthcare leaders have a shake-it-up mindset. They look for troubled spots in the workflow that are not apparent at the time. They are willing to disturb a process that appears to be otherwise stable and will take calculated risks to improve it. They never shut themselves out from evaluating viable ideas, which might solve their revenue cycle’s most pressing problems.
The greatest hospital revenue cycle leaders surround themselves with like minded thinkers. They lead with a clarity of purpose, consistency, and fairness. Standout healthcare revenue cycle leaders are optimistic, consistent, inspirational and they rally their teammates to pursue a positive purpose in their jobs and their careers. Steve Maraboli, a famous author of the book, Life, the Truth, and Being Free was steadfast in his belief that: “You were put on this earth to achieve your greatest self, to live out your purpose, and to do it fearlessly.” As revenue cycle leaders pursue their chosen careers, they do so with intrepid enthusiasm.
Over the years, many great academics, athletes and business leaders have described what it takes to make a person great. The greatest healthcare, hospital and clinic business leaders don’t tell their peers and colleagues how good they are. When their colleagues see how great they are, they make it a point acknowledge their greatness.
Healthcare revenue cycle business leaders are key to keeping a hospital or clinic fiscally fit. They are creative and look for every opportunity to brainstorm ideas and discuss the latest healthcare revenue cycle impediments. They are always open to identify solutions in collaboration with other industry visionaries and forward thinkers.
Anyone can be a healthcare leader? Why not you?