How well is your front office performing? Before answering, consider what you’re actually measuring.
Your teams may be processing referrals, verifying insurance, and completing assigned tasks on schedule. But does that mean patients are moving through the process efficiently? What happens when work is completed in one department but the next step doesn’t happen for another two days?
In this episode of Infinx Office Hours, Stuart Newsome joins producer Britt Hamilton for a practical conversation about the questions CFOs and revenue cycle leaders should be asking to understand front-office performance.
They’ll examine how to distinguish active processing time from time spent waiting, determine where responsibility for stalled work sits, and recognize when repeated touches signal a process problem. They’ll also discuss how early teams can identify potential financial clearance delays and why improving departmental productivity doesn’t necessarily translate into a better patient experience.
The goal isn’t to introduce another complicated scorecard. It’s to help leaders ask better questions, make sense of the answers, and know where to start looking when something isn’t working.
You’ll leave with six questions to bring to your next team meeting and a straightforward way to investigate what the answers reveal.
Thursday, November 5, 2026, 11:00 am PT / 1:00 pm CT / 2:00 pm ET
Learning Objectives
By the end of this session, attendees will be able to:
- Evaluate end-to-end front-office performance by distinguishing time spent actively processing work from elapsed time, including delays involving patients, referring offices, and payers.
- Identify potential breakdowns in ownership and handoffs by examining where work stops, why repeat activities occur, and whether teams have the information needed to move an account forward.
- Apply practical diagnostic questions to assess whether workflow improvements are reducing avoidable delays and helping patients progress toward scheduled, financially cleared care.