Session Details
Date & Time
Monday, September 14, 2026, 11:35 AM - 12:15 PM
Name
03. Where the Human Touch Succeeds in RCM
Session Type
Semi-Keynote Panel
Speakers
- Ilaaf Darrat, MD, MBA, Associate Medical Director, Revenue Cycle, Henry Ford Medical Group; Revenue Officers Council, Henry Ford Health
- Kory Termine, MHSA, CMPE, Assistant Vice President, Centralized Patient Access Services, UT Southwestern Medical Center
- Shelly Thompson, Senior Director, Clinical Revenue Cycle and Revenue Integrity, Sentara
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.