Podcast Summary: Becker’s Healthcare Podcast

Episode: The ROI of Smart Training: 25% Reduction in Denials
Date: January 13, 2026
Guests:

• Nicole Brady, Training Manager, Access Community Health Network (Access)
• Allison Holtman, Epic Ambulatory Clinical Principal Trainer, Access
  Host: Reece, Healthcare Solutions Director, uPerform

Episode Overview

This episode explores how Access Community Health Network—a large, federally qualified health center in the Chicago area—dramatically improved efficiency, reduced denials, and saved staff time through strategic, user-centered training initiatives. Nicole Brady and Allison Holtman share tangible results from implementing electronic prior authorization and innovative training, emphasizing how a four-person training team scaled change across 35 health centers. They dive into the methods, mindsets, and tools that drove a 15–25% reduction in denials, 30% fewer help desk requests, and over 130 hours saved monthly—all while enhancing both staff confidence and patient experience.

Key Discussion Points & Insights

1. Tangible Impact of Training Transformation

• Results at a Glance (02:00):

  • 15–25% drop in denials for prior authorizations
  • 30% reduction in help desk requests
  • Over 130 hours saved every month for clinicians
  • 99% of prior authorizations now processed electronically

• Quote:

  “Since moving to that electronic prior authorization in 2024, ... we’re saving more than 130 hours every single month, which allows our providers to really get back to those patients and provide excellent patient care.”
  — Nicole Brady (02:00)

• Patient & Provider Benefits (02:35):

  • Faster authorizations mean reduced delays, less pharmacy frustration, and quicker access to care—critical for Access’ patient population.

2. Culture of Collaboration & Early Involvement

• How Change Succeeded (03:15–04:53):

  • Clinical informatics strategic group enables trainers, analysts, and operational staff to collaborate early
  • Provider “champions” test workflows and provide feedback before rollout
  • Training simulations walk staff through complete prior authorization processes

• Allison’s Key Takeaways:

  1. Collaborate early
  2. Encourage continuous feedback
  3. Always design with the user—and the “why”—in mind

• Quote:

  “Part of that was we built a hands-on simulation that walks staff through the entire process... so the provider could really see the different workflows and get that back and forth sense of what it would be like at Go Live.”
  — Allison Holtman (04:03)

3. Scaling Training with a Small Team

• Team Efficiency Secrets (05:29–07:50):

  • Early involvement in workflow and decision-making
  • Reusing and centralizing training materials
  • Virtual training formats leveraged via uPerform—crucial for reaching 35 centers
  • Embedding tip sheets and guides directly in Epic for point-of-care access
  • Consistent templates and centralized resources reduce confusion and save time

• Quote:

  “When you’re a team of four, you have to work very efficiently... bringing in uPerform has made a huge difference for us.”
  — Nicole Brady (05:29)

• Team Dynamic:

  • Diverse backgrounds (in-person training, workflow design, healthcare experience) fuel creativity and supportiveness

4. Innovating “Untrainable” Workflows

• Challenge: Simulating Epic workflows (MyChart, Care Everywhere, Compass Rose) that aren’t typically available in training environments

• Solution: Collaborated with analysts to mock up real-life scenarios, letting staff experience patient perspectives in simulations (08:31–10:26).

• Memorable Moment:

  “We made a simulation that let them become the patient... so our staff know exactly what the patients are looking at and can help walk them through those tools really confidently.”
  — Allison Holtman (09:50)

• Nicole’s Perspective:

  “Allowing our staff to know what it looks like through the patient’s eyes has allowed us to empower our patients to be an active participant in their healthcare.”
  — Nicole Brady (10:26)

5. Clinician & Patient Impact

• Real-World Change for Providers (12:03–13:27):

  • Dr. Sultana (Regional Medical Director, utilization rate of 117%) finds process takes ~5 minutes; approvals often come within 30–40 minutes or even same-day
  • Drastically reduces administrative burden; more time with patients, less with paperwork

• Quote:

  “She said the process is so quick and convenient, usually only about five minutes to submit a prior auth request ... sometimes she could even wrap up that authorization the same day.”
  — Allison Holtman (12:32)

6. Measuring and Sustaining ROI

• Staff & Leadership Perception (13:33–15:55):

  • Flexibility in delivery (tip sheets, simulations) supports varied adult learning styles
  • Data from completed trainings inform continuous improvement
  • Embedding tools in Epic, not scattered on SharePoint, streamlines access and user experience
  • Clear evidence for leadership of training’s role in operational, clinical, and financial performance

• Quote:

  “We have seen an increase in users utilizing tip sheets and simulations than we have ever before.”
  — Nicole Brady (15:33)

7. Guiding Principles for Ongoing Success

• Looking Forward (16:11–17:48):

  • Stay aligned with strategic organizational priorities
  • Continually improve through early collaboration, open feedback, and understanding “the why”
  • Focus on user-centered, practical training as a means to improve both efficiency and patient care

• Memorable Closing Principle:

  “When you really understand the why behind a change ... you’re able to design practical, targeted training that actually supports end users and ultimately helps improve patient care.”
  — Nicole Brady (17:18)

Notable Quotes & Timestamps

• “The impact is pretty crazy. ... What stands out the most is what that means for our patients. ... For Access patients who face the biggest barriers, those time savings really matter.”
  — Allison Holtman (02:35)

• “My top three takeaways would be collaborate early, keep that feedback flowing back and forth and always design your training with the user and the why in mind.”
  — Allison Holtman (04:39)

• “A lot of our MAs cross train to the front desk. So it’s good if everything looks the same, no matter if you’re an MA, front desk, provider...”
  — Nicole Brady (06:50)

• “Training has to feel real. ... Mix things up, let people experience workflows from a different perspective, which really deepens their understanding and allows for a better patient experience.”
  — Nicole Brady (10:26)

Key Timestamps

• [02:00] — Results overview (denial drop, time saved)
• [03:15] — Collaboration and strategic planning
• [04:39] — Three key principles for training
• [05:29] — Scaling with a small team: efficiency lessons
• [08:31] — Innovating MyChart, Compass Rose, Care Everywhere training
• [12:03] — Clinician workflow change story (Dr. Sultana)
• [13:33] — Impact on staff/leadership confidence and continuous improvement
• [16:11] — What’s next: guiding principles for ongoing improvement

Conclusion

Nicole Brady and Allison Holtman’s experiences at Access underscore the transformative power of collaborative, user-focused, and scalable training—even with minimal resources. Their approach not only delivered measurable ROI but also strengthened clinical workflows, improved patient outcomes, and elevated organizational culture. Their three guiding principles—collaborate early, keep feedback open, and understand the why—will continue driving success as Access evolves.