“Building trust and relationships is essential for Patient Access leaders to succeed in today’s industry.”


Patient Access as a critical component of the healthcare industry is responsible for ensuring the success of healthcare organizations. In today’s rapidly evolving healthcare landscape, Patient Access leaders must stay up-to-date with the latest technologies and trends while building trust and strong relationships.

Understanding the Current State of Work

One of the most significant challenges in Patient Access is understanding the current state of work and why things are being done in a certain way. By taking the time to sit, learn, and listen to what team members are doing and why they’re doing it, Patient Access leaders can establish a strong foundation of trust and mutual respect on their journey. Before implementing new technology or making changes, it’s crucial to observe and understand the current state of health systems on the path.

Clear Communication & Education

Frontline staff can often feel forgotten amidst the focus on managers’ tasks, creating a disconnect within Patient Access roles. Clear communication and understanding between different working shifts are essential to address this issue. Additionally, educating frontline staff on revenue cycle basics and the importance of their roles can make a significant difference in creating a more efficient and productive work environment. As a Patient Access leader, it’s essential to educate frontline staff on the “why” behind priorities, whether through a 15-minute sound bite in a huddle, a five-minute newsletter, or even classes on the basics of revenue cycle management. This will help the team understand the importance of specific tasks and enable them to contribute more effectively to the organization’s success.

Empowerment & Celebration

Empowering and celebrating the Patient Access roles can lead to a more positive patient experience, consistent performance, and recognition of their importance and voice within the organization. As a Patient Access leader, it’s vital to ensure that Patient Access staff understand their role in the revenue cycle and patient care and feel empowered and proud of their work throughout the journey.

Mentoring Future Healthcare Leaders

Mentoring future healthcare leaders is another critical aspect of building trust and relationships. Investing time and effort in working with the team demonstrates that they are essential and that you are invested in their success on their journey. Patient Access leaders should get to know their team, understand their goals and challenges, and help them explore other opportunities to enhance their skills and knowledge.

Prioritizing Customer Service

Finally, customer service in healthcare must be considered crucial on the journey. Good processes and prioritization are essential to ensure a positive patient experience. How we treat and interact with patients can significantly impact their experience and loyalty to the organization. Therefore, Patient Access leaders should focus on creating a positive work environment, providing resources and tools for success, and prioritizing customer service.

Building trust and relationships is essential for Patient Access leaders to succeed in today’s industry. By investing time and effort in understanding the current state of work, educating frontline staff, empowering Patient Access roles, and mentoring healthcare leaders, Patient Access leaders can create a more productive, efficient, and positive work environment. Ultimately, this will lead to higher patient experience, better revenue cycle performance, and greater success for the organization on the journey.


Meet the Expert

Erin Baggett

Director, RCM Consulting

Erin Baggett is a revenue cycle executive with over 25 years of progressive patient access leadership experience. Her background includes a variety of patient access environments within multiple healthcare settings, including (but not limited to) acute care facilities, academic medical centers, ambulatory, community hospitals, and private practice.