In this episode, Christina is joined by Michelle Stur, the RCM Director of Collections for Emerita. Michelle’s journey began at Regis University where she graduated premed, followed by a decade-long career in the revenue cycle management industry. After owning her own medical billing and coding business, she transitioned to the corporate sector in 2020 and is currently pursuing her MBA.

Michelle delves into the unique strategies her team employs to manage collections, especially for hyper-vulnerable customers. She elaborates on how her previous experience in private practice equipped her with skills that are instrumental in her current role. The conversation extends to exploring modern tools such as texting features, QR codes, and AP-to-P algorithms that aid in improving patient engagement and payment efficiency.

Michelle also discusses the intricacies of dealing with both patients and insurance payers, underlining the dual strategy required to maintain efficient revenue cycles. She emphasizes the significance of compassionate hiring, robust training, and collaborative communication with the operations and marketing teams to ensure a seamless patient journey. 

Michelle’s insights into the evolving landscape of healthcare collections and the cautious yet optimistic approach towards AI implementation offer a comprehensive view of the industry's current and future directions.

Timestamped Overview:
00:00 Transition from medical billing to corporate strategy.
03:11 Health care teams prioritize patient compassion, accessibility.
07:51 Managing claim process, issues and communication methods.
10:28 Front end benefits team checks patient insurance.
12:52 AI can aid but not fully replace.