Unjargoned

How a Potato-Field Hospital Turned Referral Leakage Into MRIs, Makos, and Better Care Bingham Memorial sits in Blackfoot, Idaho (population: 12,000), but don't let the zip code fool you. They've got the newest MRI in the region, a Mako surgical robot, and the best mammogram imaging in eastern Idaho. Where did the budget come from? Referrals they were already losing. Zac Rice discovered that 45% of Bingham's internal referrals were leaking to competitors, often for reasons as simple as a new hire not knowing they had a neurologist on staff. His team attacked the problem operationally first: built tracking in Meditech ARM, ranked providers by leakage, and ran education loops until that number dropped to 26%. The result was $2.5 million per quarter in recovered surgical charges. Then came the question every health system faces: how do you scale that and keep going? That's where Luma came in. Bingham is now using Fax Transform to convert paper referrals into schedulable data, automated text outreach to get patients on the calendar the moment a referral is placed, and Snowflake-powered dashboards to track service recovery in real time. Next up: outbound agentic voice ("Betty from Bingham") to close the loop on recalls, screenings, and medication management. In this episode, Zac walks through the full arc: how you find the leak, fix it with people and process, then partner with the right technology to turn a one-time win into a compounding system that funds MRIs, robots, and better care for a rural community.

In this episode of Unjargoned, we sit down with Roger Neal of Duncan Regional Hospital to unpack what it actually takes to modernize patient access in rural healthcare—without losing the human, community-first culture that makes local care work. Roger traces his “ping-pong” career path from aspiring physical therapist and pre-med student at University of Oklahoma into healthcare IT and operations, explaining how technology gave him a full view of the organization—and the leverage to fix systemic friction points patients and staff feel every day. A standout thread is how Roger’s time at Cirque du Soleil reshaped his leadership philosophy: obsess over the experience (not the tools), align every decision to the audience (patients), and sweat the details because the details are what people remember. He applies that same lens to patient access—arguing it’s flipped from “how hospitals schedule” to “how consumers expect to engage,” with phone-first convenience now table stakes even in rural communities competing against bigger systems. The conversation gets highly practical as Roger breaks down what transformation looks like on the ground: why portals cap out as true engagement tools, why text-based workflows outperform logins and inbox queues, and how standardizing intake can remove hours of repetitive work for patients and clinic staff. His “paper stack” story becomes the catalyst: he gathered every outpatient department head and asked them to bring every form a new patient receives—resulting in a comically tall pile, duplicated packets, and even four versions of a single consent form. From there, he outlines a concrete path forward: unify paperwork, move anything that doesn’t require witnessing/signatures into eForms, deliver it via mobile, and support the remaining edge cases with on-site tablets—so check-in becomes verification, not re-entry.

In a world where healthcare can often feel impersonal and bureaucratic, South Lake Pediatrics stands out as a beacon of innovation and care. This independent pediatrics practice, located in the Twin Cities metro area, has successfully blended a customer service mentality with medical care, creating a unique patient experience that has garnered them accolades as one of Minnesota's top pediatric clinics. In this blog post, we will explore their journey, the innovative practices they’ve implemented, and how their dedicated team continues to provide exceptional care to their community. Main Content: The Heart of South Lake Pediatrics Founded by a team that values personal connections, South Lake Pediatrics has cultivated a family-oriented culture that extends beyond traditional healthcare. The team consists of four clinic locations and 32 providers, all of whom are committed to fostering a supportive environment. Tina T, the Director of Front Office Operations, shared her journey from retail to healthcare, emphasizing the importance of customer service in the medical field. She noted, "I immediately saw a need for that in healthcare," showcasing her passion for enhancing patient interactions. Creating a Positive Work Environment The camaraderie among staff at South Lake Pediatrics is palpable. Alyssa Pearson, an EMR analyst, remarked that everyone knows each other, regardless of their position, creating a tight-knit community. This supportive culture plays a crucial role during busy times, such as snowy mornings when patient demand surges. "We can have conversations with each other and say, ‘Okay, we got this,’" Tina explained. This team-oriented approach not only empowers staff but also ensures high-quality patient care. Innovation in Front Desk Operations One of the standout features of South Lake Pediatrics is their innovative approach to front desk operations. The team recognized that the role of the receptionist extends beyond check-ins; they are the first and last point of contact for patients. By transforming this role into a dynamic customer service position, they improved patient flow and satisfaction. Tina emphasized that their goal is to support the front office team, leading to a better overall experience for patients. Embracing Technology for Better Care The integration of technology has been pivotal in South Lake Pediatrics' evolution. Alyssa shared that they utilize a PDSA (Plan-Do-Study-Act) model to test new workflows, allowing them to adapt quickly to changes in technology and patient needs. As Alyssa noted, "It’s been a crazy ride" transitioning from paper charts to an electronic medical records system. This shift has streamlined operations and improved communication among staff. Gathering and Acting on Feedback South Lake Pediatrics excels in collecting patient feedback, which has been crucial for continuous improvement. Tina highlighted the importance of responding to patient comments, stating, "There’s a takeaway with everything that’s said, right? What can we do better?" The practice uses feedback to make informed changes, ensuring that they address the real concerns of their patients. Conclusion: The success of South Lake Pediatrics is a testament to the power of combining excellent customer service with healthcare. By fostering a supportive culture, embracing innovation, and actively seeking patient feedback, they have created a thriving practice that prioritizes both staff and patient satisfaction. Key takeaways from their journey include the importance of teamwork, the role of technology in enhancing healthcare delivery, and the significance of understanding patient perspectives. As they continue to grow and adapt, South Lake Pediatrics remains committed to making healthcare easier and more accessible for everyone.

In this episode of Unjargoned, hosts Angie Shin and Dave Smith engage with Eric Gasser, VP of Information Systems and CIO at Wooster Community Hospital Health System. They discuss Eric's journey from nursing to healthcare informatics, the importance of community in healthcare, and the innovative workflows being implemented to enhance patient access and experience. Eric shares insights on order management, the challenges of healthcare payment systems, and the future goals for improving patient care. The conversation emphasizes the significance of relationships in healthcare and the need for continuous improvement in workflows to better serve patients.

In this engaging conversation, the hosts discuss the transformative impact of Luma Health's solutions on healthcare workflows, particularly in patient access and payment processes. They explore insights from the ECW conference, compare Luma's offerings with competitors, and highlight the importance of financial transparency and automation in enhancing patient experience. The discussion also addresses challenges in implementation and the cultural shifts within healthcare organizations as they adapt to new technologies.

In this episode of Unjargoned, host Sam Salvaggio and co-host Dave Smith engage with Kurt Schmidt, the Director of Electronic Health Records at Phelps Memorial Health Center. They discuss the intersection of healthcare and technology, focusing on how weather impacts patient access to care, the importance of streamlined communication, and the innovative use of AI in healthcare workflows. Kurt shares insights on transforming fax management, enhancing employee satisfaction, and measuring the ROI of healthcare innovations. The conversation culminates in a light-hearted rapid-fire question segment, revealing Kurt's leadership style and personal preferences.

In this episode of the podcast Unjargoned, Katie Pittman, Director of Scheduling and Referral Coordination at Golden Valley Memorial Health, discusses her journey in improving health care workflows and patient access with her team. Inspired by her mother's nursing career and her tight-knit community, she emphasizes the importance of empathy and proactive patient outreach. Katie highlights the need for automation in handling referrals and scheduling to enhance efficiency and reduce delays in patient communication. She advocates for strong leadership and collaboration with vendors to address operational challenges. The episode also touches on her personal interests, including her love for Lil Wayne. Unjargoned is a no-BS healthcare podcast from Luma Health that strips the buzzwords and breaks down what actually works in healthcare consumerism. Join our bold, unfiltered co-hosts, Angie Shin and Dave Smith, as they dive into the real-world workflows powering smarter, faster, and more human healthcare operations—straight from the folks making it happen in care delivery organizations. From hackable EHR tricks to workflow wizardry, we spotlight the wins (and faceplants) that are shaping the future of care, one episode at a time. Whether you're a healthcare executive, clinical operator, IT nerd, or just someone who’s screamed into the void of a patient portal, this show’s for you. Each episode, we’ll bring you hot takes, cold brews, and conversations that are equal parts insightful and irreverent—like how DENT Neurological Institute made self-scheduling look easy for specialties (spoiler: it’s not). Subscribe to Unjargoned and finally make sense of the workflows that are too important to stay a secret: https://fast.wistia.com/embed/channel/z9796j6b7a

In this episode, the hosts Angie Shin and Dave Smith engage with Stacy Porter, a leader in healthcare transformation, discussing the challenges and innovations in healthcare workflows. They explore the importance of automation, the impact of staff shortages, and the role of technology in enhancing patient experiences. The conversation also touches on personal anecdotes and insights from Stacy's experiences, including lessons learned from the New Kids on the Block.takeaways Healthcare workflows are essential for improving patient care. Automation can alleviate staff shortages and improve efficiency. Understanding the challenges in healthcare is crucial for innovation. Digital transformation requires a shift in mindset and approach. Workflow Builder can empower non-IT staff to create solutions. Patient engagement is key to successful healthcare outcomes. The healthcare industry must adapt to changing economic pressures. Collaboration between clinical and access teams is vital. Identifying the real problems is the first step to finding solutions. Healthcare needs to embrace technology to enhance patient experiences.

In this episode of Unjargoned, hosts Angie Shin and Dave Smith engage with Emily Smythe, the EMR and technology systems manager at Dent Neurologic Institute. They explore the complexities of healthcare workflows, particularly in neurology, discussing challenges such as provider burnout, patient scheduling, and the integration of technology to improve patient care. Emily shares her insights on innovative approaches to streamline processes, enhance communication, and the importance of building trust among providers to embrace new workflows. The conversation also touches on the economic implications of healthcare innovations and the urgency for change in the industry.Smith, as they dive into the real-world workflows powering smarter, faster, and more human healthcare operations—straight from the folks making it happen in care delivery organizations. From hackable EHR tricks to workflow wizardry, we spotlight the wins (and faceplants) that are shaping the future of care, one episode at a time. Whether you're a healthcare executive, clinical operator, IT nerd, or just someone who’s screamed into the void of a patient portal, this show’s for you. Each episode, we’ll bring you hot takes, cold brews, and conversations that are equal parts insightful and irreverent—like how DENT Neurological Institute made self-scheduling look easy for specialties (spoiler: it’s not). Subscribe to Unjargoned and finally make sense of the workflows that are too important to stay a secret.