Same silence, different cause

Podcast #196 lands well - The part that landed hardest: the billing manager didn't fail, the culture taught her that speaking up cost her more than staying quiet did. That's the in-house dynamic exactly.

Which made me want a part two. Most of the practices I engage with (including mine) outsourced billing years ago, and the silence shows up there too, but fear isn't the driver. An outsourced team isn't scared of you. They're paid a percentage of collections, so a $150 denial that costs ~$57 to rework and pays them ~$10.50 quietly disappears, and never gets reported, because reporting it invites the question of why it isn't fixed.

And the challenge for all of us is that we don't ask the one question that would catch it: what isn't being reported, and how much is it denting revenue every month?

Same silence, different cause. Would love to hear you take on the outsourced version in a future episode. Happy to bring a real example or two from the operator side if it's useful.

Thanks

@Heather Signorelli

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Same silence, different cause