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1 About CAQH & Sheila Bowman

Name: 1 About CAQH & Sheila Bowman
Uploaded: 2021-05-09T13:29:05+00:00
Duration: 2 min 7 s
Channel: Bob London
Description: In this interview, Bob London speaks with Sheila Bowman, the head of account management at CAQH, a Washington, D.C.-based nonprofit that has spent over…

9 May 2021 · 2 min

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2:07

In this interview, Bob London speaks with Sheila Bowman, the head of account management at CAQH, a Washington, D.C.-based nonprofit that has spent over 15 years reducing healthcare administrative costs by enabling electronic transactions that replace paper-based processes. Sheila explains CAQH’s mission to streamline healthcare data exchange, likening it to the universal accessibility of banking ATMs. She recounts joining CAQH seven years ago as the 22nd employee and overseeing the growth of the organization to over 125 staff members. The conversation delves into the core responsibilities of the account management team: ensuring clients fully utilize CAQH’s solutions, acting as advisors to suggest additional value‑adding services, building and maintaining relationships, and achieving exceptionally high client retention rates. Bob also references his role in delivering training to help CAQH’s team conduct more business‑level conversations with customers, underscoring the importance of accurate, timely data exchange in today’s consumer‑driven healthcare environment.

Chapters

Sheila, thank you for joining me today. We've had the chance to work together. You engaged me to come in and talk to your team and, and do some training and workshops on the topic of how to have more business-level conversations with customers. And we'll talk more about that, but I wanted anyone who's watching this to understand the context here. First of all, tell me about CAQH briefly and then your role.
Sure. So CAQH is a non-for-profit that's been in the D.C. area over 15 years. You think of the banking industry, you can go anywhere in the world and take your credit card and go up to an ATM and get money out, wherever you're at, Italy, United States, the same technology. We are working on that from a healthcare transaction. So our goal is to reduce administrative cost. And that ranges from implementing software to replace paper-type processes, along with looking at transactions. So there's a lot of electronic transactions out there.
If you're actually a part of the solution of making healthcare systems and data work better together, then that seems like an incredibly important area these days, because what I see working with some healthcare technology companies is that everything is becoming consumerized. So patients are very demanding. They want answers quickly. They want accurate information, obviously, and they want great treatment. And that does depend on systems talking to each other and data being accurate.
Correct. I joined CAQH roughly 7 years ago. I was the 22nd employee. I'm in charge of account management and managing all the clients that have purchased purchased our solutions to reduce administrative costs. So there's a lot of activity. You know, we've grown over the 7 years from the 22 people when I started to over— it's a little over 125 people today and still growing.
What are the outcomes that account management is responsible for? What's their role?
We're responsible for ensuring clients are utilizing our solutions to their fullest potential, but also to be kind of advisors to these organizations. There's something that we could possibly not be doing today, but it may make sense for us to help those organizations. Account management is an advisor. We make sure clients are happy, they stay with us, and we have products that we've never had anyone leave us on. So I mean, that's pretty unheard of, but once again, I think it's a strong account management. We have to be in the day-to-day, you know, connect people and other people in the industry. But in, in Hall, we're responsible for the relationship building and then of course client retention.
There's a consultative aspect to it.
Correct.