Subscribe to the MGMA Podcast Network ( wherever you listen to episodes.

Bonus Episode: Humanizing Healthcare through Culture, Empathy and Technology

Download MP3
In this episode of the MGMA Member Spotlight podcast host Daniel Williams is joined by Jason Raidbard and Ken Chin to discuss humanizing healthcare through culture, empathy and technology. Jason and Ken share lessons from their careers in healthcare leadership and strategies for improving engagement.

Jason and Ken discuss their journeys in healthcare administration and how they met through their involvement with MGMA. They rose through the ranks to leadership positions overseeing large departments. Jason shares how he started in local government but found his calling in healthcare. Ken details his path from medical assistant to administrator. They emphasize the importance of treating employees with respect through genuine communication and flexibility.

Key Takeaways:
- Treat all employees, including leadership, with respect through genuine two-way communication
- Normalize conversations around mental health and make wellness resources accessible to destigmatize issues
- Foster diversity among staff to better reflect and serve all patient populations
- Offer flexibility in schedules and work modes to support work-life balance
- Leverage technology for streamlined workflows, collaboration across locations and data-driven insights
- Start with building human connections through emotional intelligence and empathy at all levels
- Recognize and acknowledge good work regularly to boost morale and performance

Connect to the Guests:
Jason on LinkedIn

Jason on the Web

Ken on LinkedIn

Ken on the Web

Sources Mentioned:

Press Ganey


Powell's Bookstore

Shake Shack

MGMA Resources:

Ask an Advisor

MGMA Membership:

MGMA Consulting

"Be Cool" by Mr. Smith, courtesy of Free Music Archive, CC BY-NC-SA

Let us know if there's a topic you want us to cover or an expert you would like us to interview or if you'd like to appear on the member spotlight podcast. Email us at If you have a question for our Sr Advisor Cristy Good, email

Today’s podcast is sponsored by RingCentral 
RingCentral brings staff, patients, and payers together with compliant cloud communications and a modern call center on any device. A free new ebook from RingCentral and MGMA focuses specifically on the payer-provider relationship. With all-too-familiar patient reviews, must-see statistics, and a transformative case study, this eBook illustrates how easily cloud communications can bring patients, providers, and payers together. Download your copy at

Support for this podcast also comes from ilumed
ilumed helps Medicare providers practice better medicine so they can get paid in up to three ways. Whether you’re just starting your value-based-care journey or ready to take it to the next level, ilumed can help you do more for your patients while earning more. ilumed offers simple solutions for a complicated industry. Let’s heal healthcare together. Visit to learn more.
Bonus Episode: Humanizing Healthcare through Culture, Empathy and Technology
Broadcast by