Beyond Effort: Building a High-Performing Revenue Cycle Team
It’s easy to assume everyone on your team is contributing equally.Though, that’s rarely the case.Understanding the nuances of individual performance is crucial for building a truly effective revenue cycle management (RCM) operation.
The Performance Spectrum
You’ll typically find team members fall into three categories:
* Consistent Contributors: These individuals are dedicated, invested, and consistently deliver results.
* Minimal Effort: Some team members do the bare minimum, or even less, impacting overall productivity.
* Potential Untapped: Many genuinely want to excel but struggle due to unclear expectations,insufficient training,or a lack of constructive feedback.
this last group doesn’t need strict oversight. They need support - and the right technology can pinpoint where that support is needed most.
Leadership’s Role: Visibility & Support
Effective leadership isn’t about hoping for the best. It’s about creating systems that clearly reveal who is performing well, who is struggling, and who requires additional assistance.
When we implemented transparent metrics, real-time prioritization, and individual progress tracking at Revology, the results were clear:
* Top performers excelled further.
* Mid-level performers showed meaningful improvement.
* those disengaged quickly became apparent.
This isn’t about public shaming.It’s about elevating overall performance and, when necessary, making informed decisions.
Purpose Drives Performance – and Reveals Alignment
I firmly believe most people desire to do meaningful work. But they need clarity. They need to understand:
* What success looks like. Define clear, measurable goals.
* Why their work matters. connect individual tasks to the bigger picture of patient care.
* How their performance is measured. Clarity builds trust and accountability.
we’ve seen firsthand that linking RCM staff to the mission – demonstrating how their work directly impacts care delivery - boosts performance, confidence, and commitment.
Interestingly,we’ve also observed a natural filtering effect.Those who aren’t aligned with the mission often choose to opt out or become readily identifiable through their results.This isn’t a failure; it’s clarity.
As the saying goes, “The right culture doesn’t just attract the right people-it repels the wrong ones.”
Tech-Driven, People-Focused, Outcome-Obsessed
RCM performance begins with your people, but it flourishes with the right technology. Invest in tools that empower your high-potential employees and provide leaders with clear visibility into what’s working – and what isn’t.
Leadership isn’t about managing averages. It’s about investing in those who strive for excellence and making challenging decisions when others don’t meet expectations. The most effective systems don’t hide these truths; they reveal them.
about Chris Klitgaard
Chris klitgaard is the founder and CEO of Revology, a company established in 2022 to revolutionize healthcare revenue cycle management through advanced technology. Prior to Revology, Chris founded and led MediRevv as CEO from 2007 until its successful sale in 2021. A proud University of Iowa alumnus, Chris began his career at the University of Iowa Health Care and holds a BAA, MBA, and MHA from the University of iowa.
