Revenue Cycle Management: People, Process, and Progress — A Q&A with Craig Wenrick

When it comes to revenue cycle management (RCM), success isn’t just about numbers on a balance sheet. It’s about the people behind the processes, the strategies that keep workflows running, and the progress made by adapting to industry changes.

Few people know this better than Craig Wenrick, Medix’s National Director of Revenue Cycle. For over 11 years, Craig has lived and breathed RCM — partnering with healthcare organizations nationwide to tackle staffing challenges, streamline processes, and implement solutions that drive measurable results.

In this “coffee chat”–style conversation, Craig shared his perspective on the evolving state of RCM, why people will always be at its heart, and how leaders can position their teams for long-term success. And yes, in the spirit of a true “coffee chat,” Craig was sent a gift card for coffee as a thank-you — even though he admits he doesn’t drink it all that often which, honestly, raises questions for me personally.

About Craig and His Path to Revenue Cycle Management

Q: Can you share a bit about your role at Medix and your background in revenue cycle management?

Craig Wenrick: I’ve been with Medix for 11 years, and I’ve been in the revenue cycle space since day one. Before that, I’ll admit, I didn’t even know this world existed. Today, I’m responsible for helping healthcare organizations develop the strategies and solutions they need to strengthen their revenue cycle operations. That means staying closely aligned with what’s happening in the industry, understanding the challenges our clients face, and ensuring our team is positioned to support their goals effectively.

Q: What drew you to focus your career on revenue cycle management?

Craig: In healthcare hiring, there can be a lot of gray areas. Revenue cycle is different — it’s binary. If you’re good at your job, you bring in more revenue and make fewer errors. If there’s a problem, there’s a solution. That way of thinking fits how I operate. And maybe that’s why I enjoy it — there’s satisfaction in fixing something and seeing the result.

People: The Heart of Revenue Cycle Success

Q: There’s a saying that “people are at the heart of revenue cycle success.” What does that mean to you?

Craig: Even with automation and AI, there’s always going to be a people component in RCM. You’re dealing with patients, payers, and nuanced situations. The best solutions come from people who care about their work and can navigate those nuances. Technology can help, but people drive the real decisions.

Q: What are the biggest staffing challenges you see right now in revenue cycle departments?

Craig: It varies by department:

• Front-End (Patient Access): This is a pure headcount challenge. Most roles are onsite, and there’s never a shortage of need. Patient access staff calm patients, collect information, and guide them to the right care — you can’t automate that away.
• Middle (Coding, CDI, Revenue Integrity): This is a specialized skill gap. These roles require deep expertise, and top-grading talent is often the only way to meet performance needs.
• Back-End (Patient Financial Services): It’s both — you need more skilled people, but sometimes you just need more hands to handle insurer pushback and claim denials.

Q: How does Medix help organizations find the right RCM talent in such a competitive market?

Craig: We live and breathe revenue cycle. Our leadership team has decades in this space, and our sales reps often have five-plus years focused solely on RCM. That specialization matters. For example, we fill medical coder roles — which can go unfilled for months — with a quality candidate in seven days almost 90% of the time. That speed has a direct impact on revenue. And no, I’m not shy about saying our recruiting team is really good at what they do.

Process: Closing Gaps and Driving Efficiency in Revenue Cycle Management

Q: You’ve worked with organizations of all sizes. What are some common process gaps that slow down RCM performance?

Craig: Smaller organizations often rely on one or two people for everything — if someone leaves, they’re in trouble. Large organizations can be too siloed, with teams pointing fingers instead of collaborating. In both cases, the key is to align everyone on a single goal before moving to the next. Trying to fix 15 things at once almost never works.

Q: How do people and process intersect?

Craig: The best process only works if people believe in it. You have to design processes that solve their problems. If your automation only addresses part of the issue, you’ll still have bottlenecks. Start with your people, fix their pain points, and then layer in process improvements.

Progress: Trends and Emerging Revenue Cycle Needs

Q: What trends in revenue cycle management are you watching most closely?

Craig: AI is the hot topic, but I’m skeptical it’s the silver bullet some make it out to be. There are areas where it can help — but healthcare payers often have more advanced tools than providers, which creates a disadvantage. And maybe I’ve just seen the Terminator movies one too many times, but I like to keep a little healthy caution when it comes to tech making decisions about people’s health.

We’re also watching changes to Medicare and Medicaid rules under the new administration. Most of our hospital clients see both types of patients, so any reform could have major downstream effects.

Q: How are new technologies, automation, and data analytics impacting the way organizations manage their revenue cycle?

Craig: Technology is reshaping the workforce. We’re seeing fewer entry-level, generalist roles and more demand for analytical, hybrid positions that bridge RCM and IT. These roles dig into the data to find where the money is — and they’ll likely be a bigger part of our future than traditional front-line RCM roles.

Q: Can you share a success story where a combination of the right people and improved processes led to measurable progress for a client?

Craig: One great example is a major academic medical center that was facing a huge reauthorization backlog at its comprehensive cancer center following a tax ID transition. They needed to reauthorize thousands of patient visits under tight deadlines, and their internal resources were already stretched thin.

Our team stepped in quickly, deploying specialized authorization talent and aligning them with processes designed specifically for the project’s demands. The result? The reauthorization project was completed 100% ahead of schedule. It’s a perfect example of how the right people, working within the right process, can deliver measurable progress.

Craig’s Advice to Healthcare Revenue Cycle Leaders

Q: If you could give one piece of advice to leaders wanting to strengthen their RCM this year, what would it be?

Craig: First, double down on your high performers. Cross-train them, invest in education, and find ways to leverage their skills in other areas. Second, even if AI isn’t your favorite topic, find someone — internally or externally — who can help you navigate it. It’s not going anywhere, and you need a trusted voice at the table.

Final Takeaway

In revenue cycle management, success comes from the right mix of people, process, and a willingness to adapt. Whether it’s filling critical coding roles in days, streamlining workflows, or preparing for industry shifts, Medix partners with healthcare organizations to strengthen their RCM and improve financial outcomes.

And just like a good cup of coffee, the right blend makes all the difference.

Ready to align your people, process, and progress? Contact Medix to learn how we can help.