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Host: Jarvis T. Gray, The Quality Coaching Co.
Guest: Mark Moore, Chief Security Officer, Dayton Children's Hospital

Episode Summary

In this episode, Jarvis welcomes Mark Moore, Chief Security Officer at Dayton Children's Hospital. Together, they explore the critical topic of workplace violence in healthcare, the intersection of physical and digital security for leaders, and personal lessons in leadership shaped by experiences from the Marine Corps to executive protection. Mark shares invaluable perspectives on building safer hospitals and highlights actionable insights for healthcare leaders navigating today's rapidly evolving landscape.

Key Topics & Insights

• Leadership Mindset:
  Mark discusses the "1% better every day" mindset, drawn from his endurance athlete training, and how compounding small improvements positively impact his professional and personal life.
• Career Journey:
  From serving in the Marine Corps and executive protection for high-profile clients (including Dr. Henry Kissinger and Bill & Melinda Gates), to leading security at Dayton Children's Hospital, Mark’s career path is filled with dynamic transitions and valuable lessons.
• Workplace Violence in Healthcare:
  The episode dives deep into the increasing threats faced by healthcare executives and staff, especially following high-profile incidents. Mark outlines how the integration of physical and digital executive protection is rapidly becoming essential and how organizations can better support and protect their teams.
• Executive Protection Trends:
  The convergence of physical and cyber threats is a growing concern. Mark shares strategies—including the use of organizations like the International Association for Healthcare Security and Safety—to help leaders anticipate, manage, and mitigate risks.
• Memorable Leadership Lessons:
  Mark candidly reflects on early career challenges, including the impact of negative leadership examples, and how they shaped his management philosophy. He emphasizes learning from both good and bad role models and the importance of handling crucial conversations.
• Community Partnerships:
  Mark and Jarvis T. Gray highlight the vital role of hospital consortia and collaborations with law enforcement, emergency services, and community leaders to ensure safety and respond to public health challenges together.
• Rapid-Fire Q&A:
  Mark shares his inspirations (the Marine Corps and his family’s influence), his best leadership advice, favorite resources including “Crucial Conversations,” and his commitment to continuous improvement both in security and on the endurance race course.

Notable Quotes

• “If you get 1% better every day, that improvement compounds.” – Mark
• “There are lots of things we can do to make our leaders a harder target, that don’t interfere in their daily lives.” – Mark
• “Bad news, unlike fine women and good scotch, does not get better with time.” – Mark

Resources & Mentions

• Book: “Crucial Conversations”
• Organization: International Association for Healthcare Security and Safety (IAHSS)
• Community: Greater Dayton Area Hospital Association (GDHA)

Connect with Mark

• LinkedIn:

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Host: Jarvis T. Gray, The Quality Coaching Co.
Guests: Dana Lujan, CEO, Wellthlinks

In this episode of the "Excellence In Healthcare" podcast, Jarvis T. Gray spotlights small business entrepreneurship in the healthcare and wellness space. He welcomes Dana Lujan, CEO of Wellthlinks, to discuss her journey from military service to healthcare leadership and eventually entrepreneurship. The conversation dives deep into building lasting values in a new consulting business, strategies for transitioning healthcare providers to concierge and direct primary care models, and the importance of integrity, stewardship, and excellence.

Key Topics & Highlights

• Dana's Background:
  Dana shares her career journey, starting with the military, moving into healthcare leadership roles, and ultimately launching her own consulting business. Her focus has shifted from operations and contracting to financial strategy, resulting in a well-rounded expertise.
• Entrepreneurship & Business Building:
  The discussion explores what inspired Dana to move from corporate roles to launching and selling her first consulting group, and now Wealth Lynx. She talks candidly about burnout, learning to say no, and leveraging her lived experience to better serve providers and employers.
• Wellthlinks Services:
  Dana explains how Wellthlinks consulting arm helps providers transition into concierge or direct primary care models, and educates employer groups about direct contracting to reduce healthcare costs and improve service.
• Personal Values & Business Alignment:
  The importance of integrity, stewardship, and excellence in business is explored, and Dana shares how these values shape Wealth Lynx’s approach to clients.
• Major Business Goals:
  The next big goal for Wealth Lynx is launching a SaaS platform, with Dana learning fundraising and connecting with accelerator groups. The episode also covers strategies for pilot programs in Las Vegas and Dallas, networking, event marketing, targeting rural healthcare needs, and leveraging legislation.

Takeaways

• Lead Generation: Networking and event marketing are powerful for building a community and driving leads.
• Content Creation: Publishing and podcasting amplify brand credibility and open doors for partnerships.
• Strategic Growth: Pilot programs and complying with current legislation (especially for rural healthcare) can provide new opportunities.
• Values Matter: Integrity, stewardship, and excellence are not just buzzwords—they’re differentiators in healthcare consulting.

Connect with the Guest

• Website: https://wellthlinks.com/
• LinkedIn: Connect with Dana

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Host: Jarvis T. Gray, The Quality Coaching Co.

Guest: Cristie Schumacher, Revenue Cycle Leader

Episode Highlights

• Opening Inspiration & Leadership Philosophy
  • Cristie kicks things off by emphasizing her dislike for cliché leadership quotes, and instead grounds her approach in the service-oriented nature of true leadership, clearly distinguishing it from management.
• Career Journey & Origin Story
  • Cristie explains her unconventional entry into healthcare leadership, starting with a need for a job as a teenager to buy gas and working her way up from being a file clerk at Coram Healthcare (later CVS Coram Home Infusion), before expanding her expertise across billing, collections, managed care, finance, and operations.
• Revenue Cycle 101
  • Jarvis asks for a big-picture explanation of what "revenue cycle" means in the hospital world. Cristie provides a detailed overview: from authorization and coverage checks, patient financial counseling, billing, claims submission, appeals, collections, and posting, to the nuances of regulations and patient financial experience.
• Major Trends in Healthcare
  • The conversation digs into the impact of technology—especially the cautious adoption of AI in revenue cycle management—and the importance of secure implementation. Cristie also discusses regulatory changes, patient billing practices, and their influence on community hospital survival.
• Business & Leadership Insights
  • Cristie shares how her experiences in various departments (thanks to strong mentorship) gave her a comprehensive understanding of how all moving parts in healthcare finance impact each other.
  • She reflects on her journey from early, directive-style leadership to servant leadership—emphasizing mentoring, coaching, and "getting in the weeds" with her team.
  • Anecdotes about working through New Year’s Eve to post cash with her team bring this to life.
• Key Mentors & Lessons
  • Two mentors stand out: Sean Blosser (who encouraged cross-functional exposure to build systems thinking) and Corey Caranto (who brought focus to patient financial experience and the importance of accountability).
• Healthcare’s Biggest Challenges & Opportunities
  • Cristie identifies the aging, less healthy U.S. population as both the single biggest challenge and opportunity for healthcare—fueling demand and possible innovation but straining current resources.
• Rapid-Fire Takeaways
  • Cristie inspiration stems from faith and helping others see their own potential.
  • Best career advice: “Don’t always follow the money.”
  • If she could go back: She’d focus more on emotional control in leadership situations.
  • Book recommendation: The Way of the Shepherd (for leadership development).
• Looking Ahead & Celebration
  • Having just completed her second master’s degree, Cristie admits she’s working on taking time to celebrate wins—a valuable reminder for ambitious leaders.

Connect with the Guest

• LinkedIn: Cristie Schumacher

Is your healthcare organization ready to excel with Lean Six Sigma? Take our quick Readiness Assessment to uncover strengths and improvement opportunities for quality, safety, and efficiency

• Start Now: Lean Six Sigma Readiness Assessment

Thank you for tuning in! Don't forget to subscribe, rate, and review the podcast for more insights into achieving healthcare excellence.