Huntington Hospital (B): Empowering Staff
The B case begins with the consultants’ proposal to Kim Markey, executive director of revenue cycle at Huntington Hospital (HH). The proposal is untraditional in that it is focused on more than revenue enhancement—it includes transforming the culture.
This case details the steps that the consultants took to engage staff and change culture. It describes how the consultants used Design Thinking, reactions from staff members, and the impacts on Accounts Receivable (AR) days. The case concludes with the evolution of both the culture as well as the organizational structure. Also see, OB91A: Hunting Hospital (A): Empowering Staff.