The Wicked Tendencies of Revenue Cycle Management: Reimagining the Approach to Benchmarking KPIs Presented by Landon Tooke
As presented at HBMA's 2023 Fall Conference September 26th-28th, 2023.
A wicked problem is a complex and elusive challenge that defies easy definition and resists simple solutions. It is an inherently multifaceted issue with multiple stakeholders, perspectives, and underlying causes. A wicked problem is not just difficult. It is also often dynamic, meaning that it can change over time in response to external factors, new information, or shifting values.
This session explores revenue cycle management’s “wicked” tendencies and the challenges they create in measuring key performance and productivity indicators. The session will dismantle the comforts of “best practices” and reliance on published benchmarks. Instead, audience members will learn the importance of operationalizing the use of descriptive, diagnostic, predictive, and prescriptive analytics. For fun, audience members will receive a list of KPIs and suggested benchmarks for use as a reference.
Course participants will be able to:
- Understand the challenges of measuring revenue cycle performance and productivity indicators
- Rethink the utility of “best practices” and benchmarking
- Reimagine their approach to analytics to achieve a more desirable result
Landon Tooke is the COO and Chief Compliance Officer of Impact Healthcare Solutions. He has over 22 years of experience in hospital administration, sales, compliance, cybersecurity, medical practice management, and revenue cycle management. He excels at working with hospitals and medical practices in financial turnarounds with an emphasis on personnel development, business culture, compliance, and the revenue cycle, speaking regularly on the subjects at regional and national conferences. Landon has served as a hospital CEO, a medical practice administrator, worked as a sales executive for a clinical laboratory, and was a clinician in Cardiovascular Services for a large acute care hospital.
Landon earned a Juris Doctor from Mitchell Hamline School of Law, a Master of Legal Studies in Health Law from the University of Oklahoma College of Law, and a Bachelor of Arts from Louisiana Tech University. Landon earned graduate certificates in Strategic Management from the Wharton School at the University of Pennsylvania and Healthcare Organization Operations from Rutgers University. Landon holds six compliance and cybersecurity certifications and a certification in Advanced Legal Research. Landon also completed the Conflict Resolution Theory and Practice Certificate Program through the Dispute Resolution Institute of Mitchell Hamline School of Law.