Building Stronger Revenue Cycle Teams: How Culture, Efficiency & Transparency Drive Results
What does it really take to build a strong revenue cycle? In this Empower on-demand session, Rachel Dallmann, Chief Ancillary Officer at Phelps Memorial Health Center, shares a real-world perspective on how people, culture, and efficiency drive sustainable revenue cycle performance, especially in rural healthcare. Drawing from nearly two decades of hands-on experience, Rachel walks through: • How front-end revenue cycle workflows impact patient experience and financial outcomes • Why transparency into metrics like A/R days is essential for leadership and teams • How automation and the right technology reduce denials without sacrificing jobs • The role of culture, trust, and long-tenured teams in operational success • How strong revenue cycles enable expanded access to care close to home This session is ideal for healthcare leaders, revenue cycle professionals, and operations teams focused on building resilient teams and scalable workflows. 👇 Jump to chapters to explore key moments 00:00 – Why People Power the Revenue Cycle How strong teams, not just technology, drive sustainable revenue cycle performance 01:10 – Rachel Dallmann’s Revenue Cycle Journey From biller to executive: 18 years of hands-on revenue cycle leadership 02:26 – From Paper Remits to Digital Efficiency The evolution from manual workflows to electronic remittance posting 03:30 – Partnering with Inovalon to Improve Efficiency How automation and technology enabled scalability and adaptability 04:18 – Serving Rural Communities with Financial Strength Expanding specialty services while keeping care close to home 05:40 – Putting People at the Center of Revenue Cycle Success Why culture, tenure, and accountability matter as much as tools 06:12 – Front-End Revenue Cycle Excellence & Patient Access Eligibility verification, patient experience, and first-touch accuracy 08:06 – Eliminating Denials Through Insurance Verification Reducing delays, denials, and frustration with automated eligibility 10:42 – Billing Optimization and Claims Management Strategy Custom edits, proactive workflows, and claims prevention 14:13 – Reducing A/R Days and Sustaining Financial Performance How efficiency drove A/R from the 80s down to the 30s and 40s 15:40 – Financial Strength Enables Better Patient Care Using revenue cycle success to reinvest in services and teams 16:48 – Expanding Specialty Care Through Innovative Models Oncology, orthopedics, cardiology, and bringing specialists to patients 18:55 – Patient-Centered Care in Rural Healthcare Why access, convenience, and compassion define success 22:41 – Culture, Transparency, and Leadership Accountability Setting expectations, measuring progress, and leading with clarity 24:13 – Transparency as the Foundation for Revenue Cycle Success Why visibility into metrics is critical for long-term improvement 25:15 – Final Takeaways: Building Stronger Teams for Better Outcomes Closing reflections on teamwork, efficiency, and patient-centered growth --- Connect with us on social media Linkedin: / inovalon Facebook: / inovalon X: / inovaloninc Instagram: / inovaloninc Bsky: https://bsky.app/profile/inovalon.bsk... --- Inovalon Healthcare Empowered™ https://www.inovalon.com #Inovalon #revenuecyclemanagement #revenuecycle #teambuilding
