Unjargoned

About Unjargoned

Welcome to Unjargoned, the no-BS healthcare podcast from Luma Health that strips the buzzwords and breaks down what actually works in healthcare consumerism. Join our bold, unfiltered co-hosts, Angie Shin and Dave Smith, as they dive into the real-world workflows powering smarter, faster, and more human healthcare operations—straight from the folks making it happen in care delivery organizations. From hackable EHR tricks to workflow wizardry, we spotlight the wins (and faceplants) that are shaping the future of care, one episode at a time. Whether you're a healthcare executive, clinical operator, IT nerd, or just someone who’s screamed into the void of a patient portal, this show’s for you. Each episode, we’ll bring you hot takes, cold brews, and conversations that are equal parts insightful and irreverent—like how DENT Neurological Institute made self-scheduling look easy for specialties (spoiler: it’s not). Subscribe to Unjargoned and finally make sense of the workflows that are too important to stay a secret.

Publisher

Luma Health

Category

business · health & fitness · news

Language

en

Explicit

Yes

First episode

15 Apr 2025

Latest episode

12 May 2026

Latest episodes

11 episodes in the feed.

1. 

   12 May 2026

   Unjargoned 10 | Pre-Service Collections, Prior-Auth Bots, and Patsy Cline w/Felicia Jamison

   Felicia Jamison's team went from collecting $60,000 a year in upfront patient payments to $120,000–$140,000 a month. And patients prefer it that way. Felicia is the Director of Revenue Cycle at Permian Regional Medical Center – a rural hospital in Andrews, Texas, serving an oil-field community where people drive 45 minutes for care and work shifts that don't match clinic hours. She joins Dave and Angie to talk about what it actually takes to modernize a 44-person revenue cycle team in a small town, and why her hospital is doing things that health systems with billions in margin still can't pull off. In this episode: - The shift to centralized scheduling — and how it freed providers to see 30–40 more patients a month - Why upfront estimates only build trust if your back-end billing matches them - Surgical loved-ones notifications: keeping families informed without pulling nurses from the bedside - Save-your-place-in-line at the QuickCare clinic, and the real cost of a patient who walks out frustrated - Where agentic AI fits in a community that wants to feel like they're talking to a real person - The advice Felicia would send back to herself four years ago Plus the personal story behind why building something better at Permian Regional matters to her. 🎧 Subscribe for more conversations with the people actually doing the work in healthcare.

2. 

   7 May 2026

   Introducing Unjargoned

   Welcome to Unjargoned, the no-BS healthcare podcast from Luma Health that strips the buzzwords and breaks down what actually works in healthcare consumerism. Join our bold, unfiltered co-hosts, Angie Shin and Dave Smith, as they dive into the real-world workflows powering smarter, faster, and more human healthcare operations—straight from the folks making it happen in care delivery organizations. From hackable EHR tricks to workflow wizardry, we spotlight the wins (and faceplants) that are shaping the future of care, one episode at a time. Whether you're a healthcare executive, clinical operator, IT nerd, or just someone who’s screamed into the void of a patient portal, this show’s for you. Each episode, we’ll bring you hot takes, cold brews, and conversations that are equal parts insightful and irreverent—like how DENT Neurological Institute made self-scheduling look easy for specialties (spoiler: it’s not). Subscribe to Unjargoned and finally make sense of the workflows that are too important to stay a secret.

3. 

   21 Apr 2026

   Unjargoned 09 | Referral Leakage, Potato Fields, and Johnny Cash w/Zac Rice

   How a Potato-Field Hospital Turned Referral Leakage Into MRIs, Makos, and Better Care Bingham Memorial sits in Blackfoot, Idaho (population: 12,000), but don't let the zip code fool you. They've got the newest MRI in the region, a Mako surgical robot, and the best mammogram imaging in eastern Idaho. Where did the budget come from? Referrals they were already losing. Zac Rice discovered that 45% of Bingham's internal referrals were leaking to competitors, often for reasons as simple as a new hire not knowing they had a neurologist on staff. His team attacked the problem operationally first: built tracking in Meditech ARM, ranked providers by leakage, and ran education loops until that number dropped to 26%. The result was $2.5 million per quarter in recovered surgical charges. Then came the question every health system faces: how do you scale that and keep going? That's where Luma came in. Bingham is now using Fax Transform to convert paper referrals into schedulable data, automated text outreach to get patients on the calendar the moment a referral is placed, and Snowflake-powered dashboards to track service recovery in real time. Next up: outbound agentic voice ("Betty from Bingham") to close the loop on recalls, screenings, and medication management. In this episode, Zac walks through the full arc: how you find the leak, fix it with people and process, then partner with the right technology to turn a one-time win into a compounding system that funds MRIs, robots, and better care for a rural community.

4. 

   30 Jan 2026

   Unjargoned 08 | Paper Forms, Portal Problems, and Rescheduling on Horseback w/ Roger Neal

   In this episode of Unjargoned, we sit down with Roger Neal of Duncan Regional Hospital to unpack what it actually takes to modernize patient access in rural healthcare—without losing the human, community-first culture that makes local care work. Roger traces his “ping-pong” career path from aspiring physical therapist and pre-med student at University of Oklahoma into healthcare IT and operations, explaining how technology gave him a full view of the organization—and the leverage to fix systemic friction points patients and staff feel every day. A standout thread is how Roger’s time at Cirque du Soleil reshaped his leadership philosophy: obsess over the experience (not the tools), align every decision to the audience (patients), and sweat the details because the details are what people remember. He applies that same lens to patient access—arguing it’s flipped from “how hospitals schedule” to “how consumers expect to engage,” with phone-first convenience now table stakes even in rural communities competing against bigger systems. The conversation gets highly practical as Roger breaks down what transformation looks like on the ground: why portals cap out as true engagement tools, why text-based workflows outperform logins and inbox queues, and how standardizing intake can remove hours of repetitive work for patients and clinic staff. His “paper stack” story becomes the catalyst: he gathered every outpatient department head and asked them to bring every form a new patient receives—resulting in a comically tall pile, duplicated packets, and even four versions of a single consent form. From there, he outlines a concrete path forward: unify paperwork, move anything that doesn’t require witnessing/signatures into eForms, deliver it via mobile, and support the remaining edge cases with on-site tablets—so check-in becomes verification, not re-entry.

5. 

   20 Nov 2025

   Unjargoned 07 | Feedback Management, Pufferfish, and Kmart

   In a world where healthcare can often feel impersonal and bureaucratic, South Lake Pediatrics stands out as a beacon of innovation and care. This independent pediatrics practice, located in the Twin Cities metro area, has successfully blended a customer service mentality with medical care, creating a unique patient experience that has garnered them accolades as one of Minnesota's top pediatric clinics. In this blog post, we will explore their journey, the innovative practices they’ve implemented, and how their dedicated team continues to provide exceptional care to their community. Main Content: The Heart of South Lake Pediatrics Founded by a team that values personal connections, South Lake Pediatrics has cultivated a family-oriented culture that extends beyond traditional healthcare. The team consists of four clinic locations and 32 providers, all of whom are committed to fostering a supportive environment. Tina T, the Director of Front Office Operations, shared her journey from retail to healthcare, emphasizing the importance of customer service in the medical field. She noted, "I immediately saw a need for that in healthcare," showcasing her passion for enhancing patient interactions. Creating a Positive Work Environment The camaraderie among staff at South Lake Pediatrics is palpable. Alyssa Pearson, an EMR analyst, remarked that everyone knows each other, regardless of their position, creating a tight-knit community. This supportive culture plays a crucial role during busy times, such as snowy mornings when patient demand surges. "We can have conversations with each other and say, ‘Okay, we got this,’" Tina explained. This team-oriented approach not only empowers staff but also ensures high-quality patient care. Innovation in Front Desk Operations One of the standout features of South Lake Pediatrics is their innovative approach to front desk operations. The team recognized that the role of the receptionist extends beyond check-ins; they are the first and last point of contact for patients. By transforming this role into a dynamic customer service position, they improved patient flow and satisfaction. Tina emphasized that their goal is to support the front office team, leading to a better overall experience for patients. Embracing Technology for Better Care The integration of technology has been pivotal in South Lake Pediatrics' evolution. Alyssa shared that they utilize a PDSA (Plan-Do-Study-Act) model to test new workflows, allowing them to adapt quickly to changes in technology and patient needs. As Alyssa noted, "It’s been a crazy ride" transitioning from paper charts to an electronic medical records system. This shift has streamlined operations and improved communication among staff. Gathering and Acting on Feedback South Lake Pediatrics excels in collecting patient feedback, which has been crucial for continuous improvement. Tina highlighted the importance of responding to patient comments, stating, "There’s a takeaway with everything that’s said, right? What can we do better?" The practice uses feedback to make informed changes, ensuring that they address the real concerns of their patients. Conclusion: The success of South Lake Pediatrics is a testament to the power of combining excellent customer service with healthcare. By fostering a supportive culture, embracing innovation, and actively seeking patient feedback, they have created a thriving practice that prioritizes both staff and patient satisfaction. Key takeaways from their journey include the importance of teamwork, the role of technology in enhancing healthcare delivery, and the significance of understanding patient perspectives. As they continue to grow and adapt, South Lake Pediatrics remains committed to making healthcare easier and more accessible for everyone.

6. 

   4 Nov 2025

   Unjargoned 06 | Order Management, Community Hospitals, and Mini Golden Doodles with Eric Gasser

   In this episode of Unjargoned, hosts Angie Shin and Dave Smith engage with Eric Gasser, VP of Information Systems and CIO at Wooster Community Hospital Health System. They discuss Eric's journey from nursing to healthcare informatics, the importance of community in healthcare, and the innovative workflows being implemented to enhance patient access and experience. Eric shares insights on order management, the challenges of healthcare payment systems, and the future goals for improving patient care. The conversation emphasizes the significance of relationships in healthcare and the need for continuous improvement in workflows to better serve patients.

7. 

   29 Oct 2025

   Unjargoned 05 | Payment Automation and Buffalo Bills w/ Emily Smythe

   In this engaging conversation, the hosts discuss the transformative impact of Luma Health's solutions on healthcare workflows, particularly in patient access and payment processes. They explore insights from the ECW conference, compare Luma's offerings with competitors, and highlight the importance of financial transparency and automation in enhancing patient experience. The discussion also addresses challenges in implementation and the cultural shifts within healthcare organizations as they adapt to new technologies.

8. 

   8 Aug 2025

   Unjargoned 04 | Fax Automation and Cured Bacon w/Kurt Schmidt

   In this episode of Unjargoned, host Sam Salvaggio and co-host Dave Smith engage with Kurt Schmidt, the Director of Electronic Health Records at Phelps Memorial Health Center. They discuss the intersection of healthcare and technology, focusing on how weather impacts patient access to care, the importance of streamlined communication, and the innovative use of AI in healthcare workflows. Kurt shares insights on transforming fax management, enhancing employee satisfaction, and measuring the ROI of healthcare innovations. The conversation culminates in a light-hearted rapid-fire question segment, revealing Kurt's leadership style and personal preferences.

9. 

   3 Jul 2025

   Unjargoned 03 | 35k inbound calls, MEDITECH, and Lil Wayne w/ Katie Pittman

   Katie Pittman, Director at Golden Valley Memorial Health, shares insights on improving healthcare workflows and patient access through automation and proactive outreach in an interview with Angie Shin and Dave Smith.

10. 

    16 May 2025

    Unjargoned 02 | Readmissions, Colonoscopies, and New Kids on the Block w/ Stacy Porter

    Healthcare leader Stacy Porter joins hosts Angie Shin and Dave Smith to examine healthcare workflows, automation's role, and technology's impact on patient experiences in this interview.

11. 

    15 Apr 2025

    Unjargoned 01 | Scheduling Workflows and Burner Accounts w/Emily Smythe

    EMR Manager Emily Smythe discusses healthcare workflows with hosts Angie Shin and Dave Smith, focusing on streamlining processes and integrating technology to improve patient care in this interview.

Who has been a guest on Unjargoned

Names identified in recent episode analyses. Showing up to five guests.

• Katie Pittman
• Stacy Porter
• Emily Smythe

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

1 ratings

Podcast Authority Score: 7 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

14

Social presence

0

YouTube

0

Engagement

0

Contact Unjargoned

Guest appearances

Does not typically book guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.