In this episode of AskMGMA, Daniel Williams and Christy Good discuss credit card surcharges for medical practices with a member who asked about charging patients a fee for credit card payments. They cover the legality of surcharges by state, pros and cons, and best practices for transparency with patients. 

Resources: 

Credit Card Surcharge Laws By State Explained | LawPay (https://www.lawpay.com/about/blog/credit-card-surcharge-rules/)

Credit Card Surcharge Laws By State (Is it Legal) (https://merchantcostconsulting.com/lower-credit-card-processing-fees/credit-card-surcharge-laws-by-state/)

Is it Legal to Charge Customers a Credit Card Processing Fee? | LendingTree (https://www.lendingtree.com/credit-cards/articles/surcharges-and-convenience-fees/)

Make them want to pay: Finding patient engagement in billing and payment processes (https://www.mgma.com/articles/make-them-want-to-pay-finding-patient-engagement-in-billing-and-payment-processes)

Music: "Street Walk" by Paolo Pavan courtesy of Free Music Archive, CC BY-NC-SA"

Sponsor:
Physician Business Training (https://physicianbusinesstraining.com/)

This course is for early-career physicians or physicians who need a comprehensive understanding of the business of medical practices. The course is 7 hours long and broken into 9 modules. It was developed by Medical Group Management Association (MGMA) and leaders from Johns Hopkins University School of Medicine. This course awards 7 hours of CME credit.

WE WANT TO HEAR FROM YOU

Let us know if there's a topic you want us to cover or an expert you would like us to interview. Email us at dwilliams@mgma.com. If you have a question for our Sr Advisor Cristy Good, email advisor@mgma.com.

Ask MGMA: Credit Card Surcharges for Medical Practices

This week's MGMA Week in Review podcast discusses how skill assessments and emerging AI technologies can help medical practices improve workforce development and patient care.

Summary:
- Colleen Luckett discusses a recent MGMA stat poll on using skill assessments to identify training needs and a related summit session on the topic. (https://www.mgma.com/mgma-stat/bridging-gaps-in-healthcare-worker-knowledge-with-skill-assessments)
- Daniel Williams shares a podcast discussing credit card surcharge regulations for medical practices. (https://www.mgma.com/podcasts/ask-mgma-credit-card-surcharges-for-medical-practice-payments)
- New coalition aims to improve care for patients with disabilities through provider training. )https://www.axios.com/2024/03/13/disabilities-health-care-disparitie)
- On-demand webinar on staff retention strategies. (https://www.mgma.com/webinars/playing-for-keeps-on-demand )
- Epic is partnering with Microsoft and Nuance to develop AI-powered note drafting and messaging to reduce clinician burden. (https://www.fiercehealthcare.com/ai-and-machine-learning/himss24-how-epic-building-out-ai-ambient-technology-clinicians)

Music:
"Cool Piano" by Tagirijus courtesy of Free Music Archive, CC BY-NC-SA

WE WANT TO HEAR FROM YOU

Let us know if there's a topic you want us to cover or an expert you would like us to interview. Email us at dwilliams@mgma.com. If you have a question for our Sr Advisor Cristy Good, email advisor@mgma.com.

MGMA Week in Review: Leveraging Skill Assessments and AI to Improve Healthcare

In this episode of the MGMA Week in Review podcast, hosts Daniel Williams and Colleen Luckett discuss key issues and insights for medical practice leaders. The episode covers the following topics:

- Succession planning for medical practices, including lack of progress and best practices. Colleen Luckett notes that "just over a one in three medical group leader, so like 36%, to be exact, have a succession plan for leadership positions."
- The importance of psychological safety in the workplace and its impact on team performance, with a focus on LA's homeless population and a new initiative to address it.
- The potential downsides of providing immediate access to medical test results to patients, as discussed in a Washington Post article.
- Leadership lessons from the TV series "Ted Lasso" and how to embrace curiosity, not judgment, in medical practice leadership.
The hosts provide direct quotes, insights, and resources to help medical practice leaders solve problems and improve their organizations.

Resources Mentioned:
- MGMA Connection magazine (article on succession planning)
- MGMA's free 2024 staff compensation report
- Harvard Business Review podcast on psychological safety
- Washington Post article on patient access to medical test results
- Fierce Healthcare on the "unhoused population"
- MGMA article on leadership lessons from "Ted Lasso"

We Want to Hear From You:

Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. 

Email us at:
Daniel Williams: dwilliams@mgma.com
Ryan Reaves: rreaves@mgma.com
Colleen Luckett: cluckett@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

MGMA Week in Review: Leadership Lessons from Ted Lasso

In this episode of the MGMA Member Spotlight Podcast, host Daniel Williams sits down with Tracy Schwartz, the Vice President of Operations at Ascension Medical Group in Texas. Tracy shares her healthcare career journey, from starting as a medical assistant to rising through the ranks and becoming a key leader. Schwartz discusses the unique challenges the healthcare industry faces and the strategies Ascension Medical Group is implementing to not only address these issues but also retain top talent.

Key Takeaways:
* Tracy Schwartz's career progression from medical assistant to VP of Operations at Ascension Medical Group
* The importance of work-life balance, flexibility, and understanding employee needs in the healthcare industry
* Reasons for employee turnover, including people leaving for non-healthcare jobs and the impact of the COVID-19 pandemic
* Ascension Medical Group's approach to improving the onboarding process and supporting new hires
* The focus on leadership development as a critical factor in retaining associates

Upcoming event: Tracy Schwartz will be speaking at the MGMA Staffing Conference on August 15-16, 2022, in Massachusetts, on the topic of "Employee Turnover: Why Your Team is Leaving and What to Do About It"

Resources:
Ascension Medial Group
MGMA Staffing Conference

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast.

Email us at:
Daniel Williams: dwilliams@mgma.com
Ryan Reaves: rreaves@mgma.com
Colleen Luckett: cluckett@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

MGMA_EP_18 Tracey Schwartz

MGMA Member Spotlight: From Front Desk to C-Suite with Tracey Schwartz

Welcome to another episode of the MGMA Member Spotlight Podcast. In this episode, host Daniel Williams sits down with Jojy Schless, the Director of Operations at Geneva Eye Clinic. Jojy brings a wealth of experience in practice culture, staff retention, customer service, and leadership coaching. This episode delves into Jojy's unique career journey, the culture at Geneva Eye Clinic, and her passion for leadership development.

Key Topics Discussed:
* Jojy's diverse background and path to her current role in healthcare operations
* The structure and focus of Geneva Eye Clinic, a small, independent multi-specialty ophthalmology practice
* Jojy's efforts to transform the practice's culture from one of "intimidation" to one aligned with the physicians' vision of high-quality care and work-life balance
* Jojy's passion for leadership development, mentoring, and helping team members reach their full potential
* Jojy's work-life balance strategies, including her podcast "The Deconstructed Woman"
* Resources and encouragement for other MGMA members to get involved in the organization's programs and community

Resources:
Geneva Eye Clinic
MGMA Community
The Deconstructed Woman Podcast
MGMA Managing Stress Program (contact Daniel Williams at dwilliams@mgma.com if interested)
Jim Collins Books

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

Daniel Williams: dwilliams@mgma.com
Ryan Reaves: rreaves@mgma.com
Colleen Luckett: cluckett@mgma.com
Cristy Good: cgood@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

MGMA Member Spotlight: Jojy Schless on Her Journey from Social Work to Healthcare Leadership

In this episode of the MGMA Insights Podcast, host Daniel Williams speaks with Sharon Sagarra, MBA, FACMPE, owner of Sagarra Medical Consulting, and an MGMA Consultant. Sharon shares her extensive experience in healthcare management and provides actionable strategies for medical practice leaders to optimize compensation and benefits plans for their employees. Her insights are particularly relevant for those attending the upcoming MGMA Staffing Conference, where she will present on this very topic.

Practical Takeaways for Medical Practices 

1. Develop a Comprehensive Budget 
Maintaining a detailed budget is essential for managing financial challenges such as rising minimum wages and decreasing insurance reimbursements. "Make sure you're doing a budget. I was surprised the last two practices I was at did not have a budget," Sagarra emphasizes. A comprehensive budget helps practices monitor expenses, identify cost-saving opportunities, and allocate resources efficiently​

2. Streamline Operations and Utilize Group Purchasing 
Streamlining operations and leveraging group purchasing organizations can significantly reduce costs. Sagarra advises, "Look at supplies that could be streamlined with maybe one or two vendors or group purchasing organizations." This strategy helps negotiate better rates and simplifies inventory management, reducing both costs and administrative burdens​.

3. Automate to Improve Efficiency 
Implementing automation can help reduce payroll and overtime expenses while enhancing staff efficiency. Sagarra notes, "Automation of tasks can make things easier for your staff, reducing costs in payroll and overtime." Automating billing, appointment scheduling, and other administrative tasks frees up staff time for more impactful activities​.

Resources Mentioned 
MGMA Staffing Conference Information 
Sagarra Medical Consulting 
Sharon Sagarra on MGMA
Sharon Sagarra on LinkedIn

Consultants Corner: Key Strategies for Optimizing Compensation and Benefits with Sharon Sagarra

Welcome to the MGMA Insights podcast. In today's episode, we have the pleasure of speaking with Shep Hyken, a renowned customer service and experience expert. Shep is the Chief Amazement Officer at Shepard Presentations and has been inducted into the National Speakers Association's Hall of Fame for his lifetime achievements in professional speaking. With over 30 years of experience, Shep has worked with some of the world's best brands to build a culture centered around the customer. Today, we'll explore key findings from his latest ACA Study on customer service and discuss how healthcare providers can enhance their patient experience.

Key topics discussed include:
Customer Experience Trends: Highlighting how customer expectations have never been higher, Shep discusses the need for businesses to compare their service with competitors as well as every industry.

* Key Findings from the ACA Study: One notable statistic from Shep's study reveals that 79% of customers would switch to a competitor for a better customer experience. This underscores the need for businesses, including healthcare providers, to prioritize customer satisfaction.
* Strategies for Healthcare: Shep provides actionable strategies for medical practices to enhance patient experience, focusing on convenience and personalization.
* Building a Supportive Culture: Emphasizing the importance of a strong support network, Shep discusses how healthcare leaders can foster a collaborative and supportive environment among their staff.

For more information and resources, visit Shep Hyken's website at https://hyken.com/.

We Want to Hear From You:
Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at:

Daniel Williams: dwilliams@mgma.com
Ryan Reaves: rreaves@mgma.com
Colleen Luckett: cluckett@mgma.com
Cristy Good: cgood@mgma.com

Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time!

MGMA Insights: Shep Hyken on Enhancing the Patient Experience in Healthcare

Medical Group Management Association (MGMA) equips practice administrators and executives with the knowledge and tools to head high-performance physician group practices in a complex and evolving healthcare environment.

MGMA

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