Name
03. Where the Human Touch Succeeds in RCM
Date & Time
Monday, September 14, 2026, 11:35 AM - 12:15 PM
Speakers
Richard Nagengast, Vice President, Revenue Cycle, Mount Sinai Health System
Shelly Thompson, Senior Director, Clinical Revenue Cycle and Revenue Integrity, Sentara
Ilaaf Darrat, MD, MBA, Associate Medical Director, Revenue Cycle, Henry Ford Medical Group; Revenue Officers Council, Henry Ford Health
Shelly Thompson, Senior Director, Clinical Revenue Cycle and Revenue Integrity, Sentara
Ilaaf Darrat, MD, MBA, Associate Medical Director, Revenue Cycle, Henry Ford Medical Group; Revenue Officers Council, Henry Ford Health
Description
Even in a tech-driven revenue cycle, human interaction remains vital. This panel explores where empathy, communication, and personalized support drive patient satisfaction, reduce disputes, and improve collections. Leaders share strategies for blending automation with human touchpoints, optimizing revenue cycle performance while maintaining trust and a patient-centered financial experience.
Session Type
Semi-Keynote Panel
HIT + DH + RCM: Topic Tag
IT, Technology & Innovation, Strategy