Business Solutions: Balancing the Financial and Human Side of Outsourcing RCM

What does successful RCM outsourcing look like in 2025? In this episode, Daniel Williams speaks with Chuck Rackley and Marvin Luz of Greenway Health about the evolution of revenue cycle outsourcing — from transactional support to fully integrated partnerships that deliver performance, accountability, and improved patient financial experiences.

Chuck and Marvin share best practices for evaluating outsourcing partners, measuring ROI and compliance, and aligning technology to reduce denials and boost efficiency. They also provide guidance for practices hesitant to outsource and explain how to maintain transparency, visibility, and control throughout the process.

Key Discussion Points

• [01:30] Marvin and Chuck share their career backgrounds in healthcare RCM
• [03:00] How RCM outsourcing has shifted toward strategic, tech-enabled partnerships
• [05:45] Why confusing and delayed patient statements impact satisfaction and collections
• [07:00] What to evaluate when selecting an outsourcing partner: expertise, transparency, tech, and ROI
• [12:00] Greenway’s five-step compliance process for adapting to payer and regulatory changes
• [14:00] The key KPIs to track: clean claim rate, days in AR, denial rate, and cash collections
• [17:30] Addressing misconceptions about outsourcing, including transparency and control
• [20:00] The growing role of AI and automation in RCM operations
• [23:30] Advice for practices considering outsourcing in 2025
• [25:00] Why communication, alignment, and references are critical for a successful partnership

Resources:

• Learn more at the Greenway Health website
• Explore Greenway Revenue Services
• MGMA Stat Poll: Outsourcing and Automating RCM in 2025
• Connect with Chuck Rackley on LinkedIn
• Connect with Marvin Luz on LinkedIn