Want Real Change? Invite the “Players” to the Table

There are millions of books, podcasts, webinars, and consultants out there promising to help you build better teams, improve operations, and drive performance. So if there’s so much content and advice out there… why are some teams still struggling to succeed?

💡 That is the question.

In my years of working alongside physician practices, dental groups, and healthcare organizations, I’ve seen this same pattern time and again: leaders form “change teams” to address a problem, but they often overlook the most important people to include. Sometimes I say “forget,” but let’s be honest… some leaders choose not to include certain people. And then they wonder why the change failed or fizzled out.

So, who’s missing?

The “players.” The people actually doing the work, day in and day out. These are your front desk heroes, billing specialists, nurses, medical assistants, and providers. The ones who live and breathe your workflow. They’re often left out of the process when it’s time to fix broken systems. Why?

A few reasons:

• Some leaders don’t want to hear uncomfortable truths.
• Others feel these folks won’t “get” the big picture.
• And sometimes? It’s just poor planning.

But let me tell you something straight: If you want lasting change, you need to ditch the ego and invite the people who keep your practice running into the conversation.

🎯 Want to Fix a Broken Process? Start with Inclusion.

Here’s the truth: as leaders, we may see the macro vision, but we often miss the micro realities, the little things that trip up a process and create bottlenecks. Including your “players” on change teams is how you avoid those hidden landmines.

And here’s the bonus: when the team includes the people most affected by the change, they become natural champions for implementation. It’s built-in buy-in. That’s gold. 🌟

So, Who Should Be on Your Change Team?

📌 One person from each area: Front office, nursing, providers, billing, leadership. Each voice brings a different, necessary lens.

📌 Choose respected team members: People who are productive, solutions-focused, and respected by peers.

📌 YES—even the “Negative Nelly.” Every team needs a healthy skeptic. They’ll ask the hard questions early and help avoid costly mistakes later. If they’re part of the solution, they’ll help bring others along too.

⚠️ A Word of Caution: When you’re assembling your change team, be intentional—make sure you’re choosing the right people. You don’t want a hidden saboteur on the team. “Wait… did Cissy just say that?” Yep. I sure did. 👀

Not everyone wants to play nice. Not everyone wants things to improve, especially if the current chaos works in their favor. So choose your team members wisely. Pick people who are committed to progress, not just protecting the status quo.

Pro Tip: Keep the Momentum Going

Once your changes roll out, don’t disband the team. Shift their focus and make them your Quarterly Ops Team. Every 90 days, have them review what’s working, what’s not, and what needs to be tweaked. This not only drives accountability, but it also builds a culture of continuous improvement, which is what high-performing practices are all about.

Let’s Build Better Teams—Together 💪

If you’re ready to lead change that sticks, it’s time to think differently about how you build your team. ✅ Invite the players. ✅ Embrace real feedback. ✅ Let the people closest to the work help drive the solution. And if you need help building that team or navigating the process, I’ve got you.

Let’s chat about how to create real, measurable, and positive outcomes for your practice.

📩 Cissy.Mangrum@MaximizeRCM.com 🔗 Connect with me on LinkedIn 🌐 MaximizeRCM – Where Data Drives Dollars & Teams Drive Change

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