Joining Hannah Lansdell in The AP Arms this week is Roger Koontz, Accounts Payable Manager at Penn State Health. The two come together to discuss how teams can shift from AP Processors to Problem Solvers.
Based in Hershey, Pennsylvania (a.k.a “The sweetest place on Earth”), Roger’s been the Accounts Payable Manager at Penn State Health for three years, having previously worked 34 years at a health insurance firm. Currently, his team of nineteen covers five hospitals and several clinics in the area.
He’s well versed in training and development and takes real interest in his team’s personal growth and process improvement.
“As more automation comes in, it's crucial for AP processors to understand how to solve problems rather than just processing invoices,” Roger explains.
He often encourages his team to identify certain error patterns when processing invoices to understand why the errors arise.
“Our scanning software might not always scan properly, so they need to ensure things are processed correctly.
“It's also about responding to questions from within the company and understanding the total vendor relationship to answer inquiries promptly and accurately.”
In healthcare specifically, credit notes require proactivity:
“Sometimes processors see their job as just processing invoices,” Roger explains. “But it's also about identifying missing elements in the vendor process.”
Using his years of experience in training and development, Roger established his own framework for getting his teams to adopt a proactive mindset and prevent problems before they arise: STICK.
Stay with the system: Be consistent in your routine and workflows.
Take responsibility: Know your vendors and follow up on open items.
Initiate action:Contact vendors and raise concerns if needed.
Care about what you do: Respect vendors and internal staff.
Know your job well:Understand there's always something new to learn about the AP process or the tech your team uses.
Roger combines this approach with regular follow-ups in bi-weekly sessions to ensure everyone understands their job. He also encourages staff share their learnings with the rest of the team for continuous learning.
We'd like to say a huge thank you to Roger for featuring in this episode of The AP Arms.
If you’d like to feature alongside some of the industry’s finest at The AP Arms, please get in touch – we’d love to share a tipple with you down the pub!