Five Actions to Bolster Payment

Julie Auton, February 1, 2018

"Employees need to feel like they can suggest an idea and know that it's going to be carried forth and at least vetted, and then involve them in the process."

—Josh Welch, executive director of revenue cycle at John Muir Health in Walnut Creek, California

John Muir Health saves on statements using a vendor. "Our statements are better and their call center is more efficient," says Doug Robison, performance improvement leader. "We collaborated on the scripts to provide a cohesive message."

John Muir is also working with a company to do patient advocacy to help patients—such as those with neurological issues or cancer—figure out highly complex bills, says Welch. "For specific populations who have recurring bills, our vendor advises them about what to pay and when, so we hope that will lead to a positive experience for folks who really need it."

Hospital and health system revenue cycle vice presidents and directors will once again meet to review these strategies and new ones at the 2018 HealthLeaders Media Revenue Cycle Exchange, March 21–23 at Ponte Vedra Beach, Florida.

To learn if you qualify for the invitation-only event, please contact

Julie Auton

Julie Auton is the leadership programs editor for HealthLeaders Media.

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