In this episode of For the Love of Revenue Cycle, host Vanessa Moldovan speaks with Lisa Hoogstra, Senior Director of Revenue Cycle Front Office at Ivy Rehab Network, about why front desk teams are often under-resourced and how that impacts patient experience, billing accuracy, denials, and collections. Lisa explains how front-office work begins before the first visit through scheduling, insurance selection/registration, verification, authorizations, and setting clear financial expectations. She also describes her Front Office Excellence (FOX) program focused primarily on soft skills like communication, customer service, and leading from your seat to build ownership and critical thinking.
00:00 Why Front Office Matters
01:22 Meet Lisa Hoogstra
02:18 From Lab to Front Office
06:19 Before the First Visit
08:42 Hidden Burdens and Misunderstandings
12:42 Introducing the FOX Program
15:46 Building Ownership and Leaders
18:04 Results and Soft Skills Focus
20:35 Start Small Without a Program
26:42 Changing Culture and Respect
28:53 Tech Adoption and Change Management
34:12 Call to Action and Wrap Up
