Melissa Wagner

Presented by: Brightree

Successful technology adoption does not end at go-live. For HME organizations, lasting results require more than a strong implementation plan. They require clear leadership alignment, change readiness, effective communication, training preparation, operational measurement, and a plan to sustain success long after launch.

This interactive workshop will explore how HME leaders can move from implementation strategy to sustainable operational outcomes. Participants will examine practical approaches to change management, project readiness, training readiness, AI-supported problem solving, and performance measurement. The session will also highlight how organizations can avoid common implementation pitfalls by preparing the right teams, defining roles clearly, measuring beyond go-live, and creating ongoing accountability for long-term success.

Drawing from concepts across AI adoption, Lean and change management, digital intake, reporting, performance measurement, intake efficiency, and technology adoption, this workshop will help attendees think differently about implementation: not as a one-time project, but as a foundation for sustainable growth, improved efficiency, and lasting performance.

Learning Objectives:
By the end of this workshop, participants will be able to:

1. Identify the key elements of implementation readiness, including current-state workflows, stakeholder roles, project milestones, training readiness, communication needs, and leadership involvement.
2. Apply change management strategies that reduce resistance, engage leaders and teams, improve communication, and use AI as a tool to support problem solving.
3. Define success measures that extend beyond go-live and support long-term adoption, workflow optimization, accountability, and sustainable operational performance.

For HME providers, intake is no longer just an administrative function. It is a critical point of revenue cycle control that shapes how quickly and accurately an organization gets paid. Weak intake processes create downstream friction, while disciplined front-end workflows can reduce denials, prevent rework and improve cash flow before a claim is ever submitted.

This session will examine how leading providers are rethinking intake as a strategic revenue cycle capability. Speakers will explore how AI can help teams surface issues earlier, make more consistent decisions and improve authorization readiness without removing human judgment. Attendees will gain a practical view of how stronger intake processes can support scalability, accountability and better financial performance across the organization.