RCM Connections: Special Edition with Heather Dunn

JENA R. EGGERT

CEO & Founder RCR|HUB and JER Marketing

EDITORIAL: A Changing CommUnity

Dear RCR|HUB Community,

Welcome back to RCM Connections! I’m thrilled to share this month’s Special Edition, packed with exclusive content and exciting updates.

Recently, I had the privilege of joining the airwaves (aka another Zoom call) for an interview with Heather Dunn, the former VP of Revenue Cycle at Vanderbilt.

In this exclusive interview, Heather shares her story and insights into her next chapter. It’s an honor that Heather and her new CEO, Diana, have chosen me and our online platform, RCR|HUB, to tell their story.

Changing CommUnity

Thank you! I’m thrilled for Heather and her family and committed to supporting her journey ahead!

In addition to Heather’s story, you’ll discover our new partner, Kingsley Rose Recruiting. If you’re considering a change, we’ve dedicated a page specifically for positions within RCM. On our website, you’ll find links and recruiters who can help you in your search.

Let’s continue to learn from one another! In doing so, I pray you’ll find peace and happiness.

Jena Eggert Editor-in-Chief

RCM Connections

TABLE OF CONTENTS

01.

SPOTLIGHT HEATHER DUNN TELLS ALL

07.

SSI SPOTLIGHT WHO IS SSI?

09.

KNOWLEDGE IS POWER ARTICLE

10.

RCR|HUB RECRUITING

12.

RCR|HUB SPONSORSHIP OPPORTUNITIES

HEATHER DUNN tells all

On Monday, I had the opportunity to chat with one of our RCM innovators, Heather Dunn. As you may know, in February, she let our RCM CommUnity know she was leaving Vanderbilt University on March 22nd, beginning her new opportunity on Monday, March 25th. Once I received the announcement, like many of you, I asked Heather if she’d share her story with me via The Hub. (always ask; the worst our leaders can do is kindly decline!). After consulting with her new CEO, both ladies agreed that RCR|HUB would be a great bridge. I am honored and grateful that we get to bring you the exclusive! So, with that, let’s roll.

CAREER HIGHLIGHTS:

Married the most wonderful and supportive man and is currently raising two intelligent, kind, beautiful (inside and out), all-around extraordinary young ladies

On our Zoom call, without designated questions, Heather and I jumped in.

HEATHER: To start, I would like to express my gratitude to Vanderbilt University Medical Center for allowing me to create and lead an amazing team and to Cecelia Moore, who gave me a chance, mentored me, and championed my successful career there. Over seven years, we have achieved significant milestones in improving our Revenue Cycle, benefiting our patients and the community.

JENA: I congratulated her and asked the obvious question: why are you leaving?

HEATHER: Everyone asks why I would leave. My answer: My team and I made a difference at Vanderbilt, and now I want to make a difference more broadly. I want to change the healthcare transaction space. I want to improve the connections and the system, and I can’t do that one hospital at a time. Anyone who knows me will say I have the passion and drive to do things more efficiently and effectively. In my new role, I will have a platform to harness that energy, build bridges and shepherd relationships, reduce static in the system,

and create change that will help providers, payers, and, most importantly, patients.

Also, my background is in Information Technology, and I have transitioned between Operations and IT several times in my 20-year career. That’s why when I am asked to speak, it’s often about automation, technology, and partnerships between IT, clinicians, and Revenue Cycle. Leading with a strong focus on technology has been very successful for me and the organizations I have worked for.

When I gave my notice in January, I wanted to finalize work at VUMC, so I decided it was best to focus on my current job rather than what was next. Given

the climate in healthcare leadership, I knew the recruiters would need time to find a suitable replacement. Instead of making it about me and my departure, my focus for the past couple of months has been ensuring that my leadership team felt they had adequate transition time. I also wanted to ensure that I had time to talk with the entire revenue cycle team of almost a thousand people about my departure and thank them for allowing me the opportunity to lead. I also needed to ensure that the vendors we partner with were informed and that those relationships were transitioned correctly.

Ensuring everyone was well informed and felt they had what they needed before

“A must listen, thank you friends”

- hd

I left was paramount. Although two months seemed like a long notice period, given my seven-year tenure, the scope of my role, and my influence in the organization, I knew providing enough time for a smooth transition was essential.

JENA: In those seven years, you have built a great team that will continue to do great things. Transition can be challenging as teams become like family.

Where will you be on Monday?

HEATHER: I will be the President of SSI Group

JENA: Congratulations! Tell us about your new role. And why you chose SSI.

HEATHER: I met the CEO, Diana Allen, years ago when she took the reins at SSI Group. We instantly connected on so many fronts; we were both from New England, we were both intelligent, strong women in leadership roles, we both had revenue cycle backgrounds, we were both technology-focused, and we were both new to organizations that were undergoing significant and necessary change. We had an instant rapport. Over time, I have watched Diana move SSI in ways I didn’t think were possible. She and her team have significantly improved the tools and support they provide and the scope of what they can offer to payers,

providers, and other healthcare organizations. They are working to improve the healthcare system at its core.

I visited Mobile and had an impromptu meeting with the owner of SSI Group. He shared his ideas about how SSI Group can improve healthcare. He emphasized that we could make a difference by building tools that eliminate friction within the system. From a regulatory, operational, and technology perspective, we owe it to patients to fix the broken system.

I could not say no to working with a Revenue Cycle technology company with the most steadfast clearinghouse in this country, supported by an owner, a CEO, a team, and a culture who, at their core, believe it is possible to create frictionless healthcare in America and that I can make a valuable contribution to that mission.

JENA: The seed had been planted

HEATHER: Yes, I could become a leader in delivering frictionless healthcare!

JENA: I am thrilled for you and your entire family!

JENA: To tie things up, I’d like to end with a few thoughts and pose questions for our RCM CommUnity. We are seeing a trend in our industry. Our organizations are losing

tremendous leaders. There are a record number of vacant Revenue Cycle VP roles. Our leaders’ departure can be compared to the mass exodus of the Pharmacist community. How do we bridge the gap? How do we keep best practices and RCM CommUnity strong without canceling our leaders as they step across the aisle? There must be a bridge. We need to build a community with strong voices. A knowledge-based group that can share best practices and continue to be forward thinkers. It’ll facilitate whatever needs to be done using all of The HUB’s assets!

HEATHER: Revenue Cycle leaders must be more appreciated and made to feel valued. Feeling like you are losing even when you are winning is draining. You get to a point of exhaustion, but that does not mean you lose 20 or 30 years of experience. It is okay to want to try something new and find energy in another area of healthcare. But what is currently happening is that you can no longer join the same groups because you are no longer “on the provider side.” We do have to find a bridge that allows former provider leaders with valuable experience to have a voice and continue to contribute. Whether we’ve decided to go into consulting, start a new company, join a vendor, join a payer, or retire, those who were providers can be a valuable bridge. It is the start of creating a community where we are all on the same team. 3

“

In my new role, I will have a platform to harness that energy, build bridges and shepherd relationships, reduce static in the system, and create change that will help providers, payers, and, most importantly, patients.

Knowledge is Power: Building a Stronger RCM Future Together

We are constantly reminded of the increasing need for talented revenue cycle leadership. As of March 20, 2024, we found seventeen top positions open. Organizations and recruiting firms are seeking titles such as Chief Revenue Cycle Officer, Chief Revenue Officer, Executive Director of Revenue Cycle, Network VP of Revenue Cycle, VP of Finance & Chief Revenue Cycle Officer, VP of Revenue Cycle, VP of HIM, Revenue Integrity, and Clinical Operations, VP of Revenue Integrity and Reimbursement, and VP of Medical Group Revenue Cycle roles.

Whether it’s a burning passion to pursue an entrepreneurial path, economic advancement, or the need for change, our RCM CommUnity is changing.

We all can be a part of the solution. My hope and challenge to our team and RCM CommUnity is to continue creating programs and events that revive our leaders! If it’s as simple as creating a list of current clearinghouses, create it. If you have information that teams can use to expedite a process, share it. Available educational opportunities, list them. At no time have we had such access to information; let’s use it to our advantage to strengthen our teams, leaders, and organizations.

OPPORTUNITIES AT A GLANCE