Davina Drabkin and Sarah Soule, PhD Stanford Business Graduate School, Stanford University Located in Pasadena, California, Huntington Hospital (HH) was a 625-bed notfor-profit organization named...

Davina Drabkin and Sarah Soule, PhD

Stanford Business Graduate School, Stanford University

Located in Pasadena, California, Huntington Hospital (HH) was a 625-bed notfor-profit organization named among the top-performing hospitals in 2012 by U.S. News & World Report. To further HH’s focus on high-quality, patient-centered care, Jim Noble, Executive VP-COO/CFO, was looking for a change in direction, particularly in the Business Services Office. Accounts Receivable (AR), a key billing metric, could be lower; Noble hired Kim Markey with the mandate to improve performance. Markey’s long-term vision involved re-examining the revenue cycle and the hospital’s processes to ensure that HH would become a stronger performer. She needed to get her metrics under control as a first step before transforming the departments she oversaw into truly patient-focused business centers.