Welcome to episode 29 of the NAHAM Connections Podcast, highlighting the latest trends and insights shaping the world of Patient Access. In this episode, host Susan Milligan, CHAM, CRCR, is joined by Sean Buzzard, a certified QPR expert and behavioral health response specialist with Ensemble Health Partners, for a timely discussion on managing workplace violence in healthcare settings. Sean shares how de-escalation strategies — grounded in empathy and the QPR (Question, Persuade, Refer) method — can help Patient Access professionals stay safe, respond effectively and connect patients with the right support. They also explore real-world scenarios, subtle cues to watch for and the importance of teamwork, training and emotional awareness. Tune in for takeaways that can help create a safer, more compassionate environment for both staff and patients. || LINKS *Episode* https://www.naham.org/page/ConnectionsCultivatingCalmNovantHealthsJourneytoEmployeeWell-beingandPositivity https://www.naham.org/page/ConnectionsTamingToughEncountersHandlingHigh-ConflictPersonalities https://www.naham.org/page/ConnectionsNavigatingaToxicWorkEnvironmentinaPatientAccessRole https://www.naham.org/page/ConnectionsPodcastEpisode22 https://www.naham.org/page/ConnectionsPodcastEpisode25 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://x.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode of the NAHAM Connections Podcast, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by Kobe Crossley, CHAM, CRCR, Patient Access director at Banner Health. Together, they explore the growing influence of ambulatory care and its impact on Patient Access professionals. Kobe, with her extensive experience in ambulatory care, shares valuable insights on the key factors driving the shift toward outpatient procedures, as well as the emerging challenges and best practices for Patient Access teams. She discusses how the rise in ambulatory care is prompting Patient Access professionals to adapt to evolving workflows, insurance requirements and access challenges. Kobe also highlights how automation and digital tools improve efficiency while enhancing the overall patient experience. Susan and Kobe dive into the strategies that Patient Access leaders can use to stay ahead, emphasizing the importance of continuous learning, industry certifications and sharing knowledge with colleagues. Tune in for Kobe's expert perspectives on navigating the evolving ambulatory care landscape and positioning Patient Access teams for future success. || LINKS *Episode* https://www.naham.org/page/ConnectionsConsiderationsforPriceTransparencyinAmbulatoryCare https://www.naham.org/page/ConnectionsPodcastEpisode23 https://www.naham.org/page/PatientAccessInTelehealth https://www.naham.org/page/HowBannerHealthBoostedPointofServiceCollectionsin2024 https://www.naham.org/page/AccessKeys?&hhsearchterms=%22access+and+keys%22 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, National Director of Experience at Ensemble Health Partners, member of the NAHAM Publications Committee and host Susan Milligan, CHAM, CRCR, is joined by NAHAM President, Philip Quick, MPS, CHAM. They discuss the exciting milestones and ongoing progress of NAHAM as the organization celebrates its 50th anniversary. Philip shares his personal journey in Patient Access and reflects on the pivotal moments of NAHAM’s evolution. From advocating for Patient Access leadership roles to navigating the challenges of the pandemic, he highlights the organization’s adaptability in meeting the needs of healthcare professionals. Susan and Philip also take a deep dive into the future of NAHAM, focusing on the newly introduced tiered membership model, the re-accreditation of key certifications and the anticipated launch of the new Learning Management System (LMS) in 2025. Additionally, they discuss the upcoming release of Access Keys 5.0, which will include updates for both acute and ambulatory access. Tune in for insights on how NAHAM continues to shape the Patient Access field and how its members are contributing to the growth and leadership in healthcare. || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode24 https://www.naham.org/page/ConnectionsReunionWeekendACelebrationofNAHAMsLegacyandConnections https://www.naham.org/page/Connections50YearsofNAHAMCelebratingOurLegacyThrough5DecadesWith5Voices https://www.naham.org/page/ConnectionsNAHAM50thAnnualConferenceAdvancingPatientAccess https://www.naham.org/page/ConnectionsASpringboardtoSuccessPerspectivesfromFirst-timeNAHAMAnnualConferenceAttendees https://www.naham.org/page/AccessKeys *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, we’re diving into the key takeaways from the NAHAM 50th Annual Conference, with a spotlight on artificial intelligence (AI) and its impact on Patient Access. As AI continues to generate buzz in healthcare settings, it’s crucial to distinguish between genuine advancements and marketing hype. Host Susan Milligan, CHAM, CRCR, is joined by D.J. Plavsic, MBA, CRCR, who shared his expertise on AI at the recent conference. Together, they explore the critical distinctions between basic process automation and true AI, discuss the latest AI applications in Patient Access and provide valuable insights on navigating the evolving AI landscape in our industry. If you’re curious about how AI is changing Patient Access or want to learn how to separate genuine AI solutions from the noise, this episode is for you. Tune in to discover what’s hype, what’s reality and what the future may hold for AI in healthcare. || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode21 https://www.naham.org/page/ConnectionsPodcastEpisode19 https://www.naham.org/page/ConnectionsNAHAM50thAnnualConferenceAdvancingPatientAccess https://www.naham.org/page/ConnectionsASpringboardtoSuccessPerspectivesfromFirst-timeNAHAMAnnualConferenceAttendees https://www.naham.org/page/ConnectionsStreamlinedPatientCarePriorAuthorizationEssentials https://www.naham.org/page/Connections6WaystoEnhancePriorAuthorizationWorkflows *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections

In this episode, NAHAM Publications Committee Chair Nicole Fountain, CRCE-I, CHAM, sits down with Susan Milligan, CHAM, CRCR, Gisela Dossey, CRCR, and Erin Hancock, as they discuss challenges and strategies for fostering inclusivity. They candidly reflect on personal journeys and instances of exclusion, emphasizing the role of empathy in creating inclusive environments. From navigating healthcare systems for children with special needs to enhancing communication, our guests offer invaluable insights to empower listeners. Join us as we navigate the complexities of acceptance in healthcare and beyond, enriching the NAHAM community with expertise and experiences. MUSIC Podcast theme, "Pride in Each Other” || LINKS *Episode* https://www.naham.org/page/ConnectionsPodcastEpisode14 https://www.naham.org/page/ConnectionsPodcastEpisode9 https://www.naham.org/page/ConnectionsPodcastEpisode22 https://www.naham.org/page/ConnectionsPowerofBelongingTransformingHealthcareWorkforceEngagementandPatientCare https://www.naham.org/page/StrategiesforRecognizingandEngagingEmployees https://www.naham.org/page/Connections6TipstoStartingaMentalHealthMovement https://www.naham.org/page/ConnectionsCelebrateDiversityPart4 *Social Media* https://www.naham.org/page/NAHAMConnections | https://www.facebook.com/NAHAMDC/ | https://twitter.com/MyNAHAM | https://www.instagram.com/nahamdc/ | https://www.linkedin.com/company/national-association-of-healthcare-access-management-naham-/ *NAHAM Website* https://www.naham.org/ | https://www.naham.org/page/NAHAMConnections