Did I just hear what I think you said? Presented by Karna Morrow & Sara Nofziger-Drew
As presented at HBMA's 2023 Fall Conference September 26th-28th, 2023.
Despite all the advances in technology, success in the healthcare industry still comes down to a single person connecting with another person. Each team member plays a vital role in the patient experience, the client experience, and even the employee experience within your company. When the experience is less than desired, poor communication is frequently the culprit. During this session we will unpack the critical skills necessary to navigate cross-cultural communication in your organization.
Course participants will be able to:
- Explore the ways in which a listener hears the message
- Discover the root cause of miscommunication internally and externally to the company
- Learn the fundamentals needed to effectively communicate in a multi-cultural setting
- Manage the culture- inside and outside the building- within in your company to reinforce effective communication
- Identify the skills needed and ways to share those skills with your team to improve communication
Karna W. Morrow has spent nearly three decades in the industry providing consulting and training for a variety of healthcare organizations. Morrow is a frequent contributor to highly regarded industry publications and national conferences, providing insights on practice management, coding, billing, and other industry-related topics.
Sara Nofziger-Drew is an experienced Revenue Cycle Management (RCM) executive with more than 28 years of experience in the healthcare industry. Her expertise includes driving operational and financial performance improvements through the implementation of best practices, process optimization, and technology solutions. Throughout her career, Sara has held various leadership roles in revenue cycle management, including owning an RCM company and working for other RCM companies. Sara has also provided consulting services to physician practices, RCM organizations and offshore entities, offering guidance on how to improve their financial and operational performance.
Her specialized areas of consulting and coaching expertise include: operational assessment and efficiencies; re-engineering office processes and procedures; vendor-client relationship optimization and resolution liaison specialist; RCM and Innovation technology vendor selection and implementation; practice management; new practice and RCM startups; vendor selection; credentialing/enrollment; contracting; fee schedule development and analysis; business process outsourcing – selection, implementation and management; quality assurance; audit as well as billing and collections.
She is committed to advancing the healthcare industry's financial performance and believes that effective revenue cycle management is a critical component of achieving this goal. As an RCM executive speaker, Sara looks forward to sharing her insights and expertise with healthcare organizations looking to optimize their revenue cycle operations and improve their financial outcomes. Her speaking style is engaging, informative and practical, and Sara strives to ensure that her audiences leave with actionable insights that can be applied to their organization immediately.
Sara’s educational background includes a Bachelor of Science in Business Administration with a concentration in Marketing. Sara is a CHBME with HBMA, where she serves on the Board of Directors, is Chair of the Membership Committee and serves on the Government Relations and Education Committees. For RBMA, Sara serves on the Federal Affairs committee and co-chairs the Virtual Education Committee. Further, she serves on the AHRA Regulatory Affairs Committee. Sara holds certifications from the AAPC of CPC, CPB, and CPPM. She is a past member of MGMA, HFMA and past chair of the Oregon HFMA Certification Committee.