Using personal insight to lead organizational success

Physicians Practice: Today we're talking to Kem Toliver, CEO of Medical Revenue Specialists. She'll be delivering the opening keynote at the HCLA-Virginia 2025, fall conference titled From insight to impact, empowering healthcare leaders to shape tomorrow's success. Let's dig right in. So how can leaders move beyond their personal insights to ensure that those reflections translate into measurable improvements across their organization?

Kem Tolliver: Well, being a healthcare leader for, I want to say countless years, what I've found is that we all have acquired a ton of information through our experiences that are, to me, transferable in so many different ways in the projects that we're managing, in the situations that we're dealing with and that we're leading.

So, one of the pieces of advice that I would give to leaders is to lean on your experience and to apply and share that knowledge with our teams we have gotten. I know in healthcare for leaders, we many, many of us, I should say, started at the front desk, started in an entry level position, and we've kind of moved up the ranks. That's what happens in so many health care organizations, moving beyond the personal insights and finding ways to kind of translate that into measurable improvements.

Take that knowledge that you've gained as a medical receptionist, as a biller, as a coder, wherever your career path has taken you. My suggestion is that you lean into your experience and apply that. There's so many times where I'm dealing with a physician who is upset for whatever reason, and I think back to when I was a medical receptionist and how I handled situations with providers. So lean into lean into your experience and apply it.