The Claim Game

Jeremy and Kathryn Zug
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The Claim Game podcast, hosted by Jeremy and Kathryn Zug, is designed to help healthcare providers navigate the complexities of revenue cycle management (RCM). Each episode aims to cut through confusion by breaking down complex billing processes and sharing real-world solutions. The podcast uses a "game board" metaphor to simplify the RCM landscape, offering strategies and practical tips to help practices "win" at revenue cycle management. Jeremy and Kathryn draw on their extensive experience to empower providers to take control of their revenue, turning claim denials into deposits and allowing them to focus more on patient care. The podcast covers key territories of billing, such as credentialing, patient registration, eligibility & benefits, payment posting, aging follow-up, and claim submission, with the ultimate goal of providing clarity in a confusing, frustrating, and outdated industry. jeremyzug.substack.com

  1. 4 days ago

    The $52.74 Billing Mistake Costing Your Practice Thousands

    EPISODE SUMMARYEvery denied claim costs your practice more than delayed revenue. According to the 2026 Availity Abrasion Index, reworking a denied claim costs an average of $52.74—and those expenses add up quickly. In this episode, Jeremy Zug explains why many practices have a billing sequencing problem, not a billing problem. He breaks down the hidden costs of claim denials, common workflow mistakes, and how the six-stage Billing Blueprint can help reduce denials and improve revenue cycle management. KEYWORDSClaim denials, medical billing, revenue cycle management, clean claims, denial prevention, billing workflow, billing mistakes, claim submission, billing systems, group practice management TAKEAWAYSEvery denied claim comes at a cost. Reworking a denied claim costs an average of $52.74, meaning just 10 denials per week can cost a practice over $27,000 annually. Your billing problem might actually be a sequencing problem. Inefficient workflows and inconsistent processes can create unnecessary denials and lost revenue. Preventable denials are system failures. Incorrect patient information, expired eligibility, and missing authorizations can often be caught before claims are submitted. Claim submission should come last. Following the six-stage revenue cycle management process helps ensure claims are clean and ready before submission. Consistency beats speed. A structured claim submission schedule and regular payment posting can help prevent costly billing errors. Better systems create room for growth. An organized billing process allows practice owners to spend less time fixing claims and more time growing their practices. CHAPTERS00:00 The True Cost of Claim Denials in Your Practice 02:25 The Billing Sequence Mistake Costing Practices Thousands 06:18 How Denied Claims Cost Your Practice Thousands 07:44 Why Claim Submission Should Be the Last Step in Billing 09:18 Fix Your Billing Systems: Join the Free Webinar RESOURCESToday Sponsors: practicesol.com  Register for October 29th’s Webinar here Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  2. 19 Oct

    In-House vs. Outsourced Billing: What’s Right for Your Practice?

    EPISODE SUMMARYAs your practice grows, the way you handle billing may need to grow with it. What once felt manageable can quickly turn into weekends spent chasing claims, increasing AR, and less time focused on leading your business. In this episode of The Claim Game, Jeremy Zug breaks down the signs that your practice may have outgrown DIY billing and when outsourcing can make sense. He explains why being capable of handling billing doesn’t necessarily mean you should—and how getting it off your plate can give you more time to focus on your clinicians, referral relationships, strategy, and growth. Jeremy also discusses in-house vs. outsourced billing, why there isn’t one right solution for every practice, and how your billing needs can change as your business grows. KEYWORDSmedical billing, outsourced medical billing, mental health billing, private practice billing, practice growth, practice management, billing services, medical billing company TAKEAWAYSYour billing process should grow with your practice. What worked when you were smaller may become overwhelming as claims, clinicians, and AR increase. Billing shouldn’t keep you from leading. If billing is taking time away from recruiting, training, referrals, and strategy, it may no longer be the best use of your time. Know when it’s time to outsource. If billing follows you home, takes over weekends, or becomes something you dread, getting it off your plate may be the right next step. In-house billing can still be a great option. The key is building the department properly with the right people, processes, training, and systems. Your billing solution can change as you grow. Outsourcing now doesn’t mean outsourcing forever—the right approach can evolve alongside your practice. CHAPTERS00:00 When Billing Becomes a Growth Problem 03:33 When It’s Time to Outsource Your Billing 06:44 Your Job Is to Grow the Practice RESOURCESToday Sponsors: practicesol.com Book a Free Consultation Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  3. 12 Oct

    Why More Patients Won’t Fix Your Practice’s Revenue Problem

    EPISODE SUMMARYA full schedule doesn’t always mean a financially healthy practice. Sometimes the real problem isn’t patient volume—it’s revenue that’s getting stuck in the billing process. In this episode of The Claim Game, Jeremy Zug explains how rejected claims, unresolved denials, aging AR, and inefficient billing workflows can quietly drain revenue even while a practice continues to grow. He shares why “busy” isn’t a useful measure of billing performance, what practice owners should actually be looking at, and why fixing revenue leaks should come before investing in more growth. Jeremy also explains how a Practice Health Check can help owners step out of the day-to-day, identify where money is getting stuck, and determine whether their billing infrastructure is ready to support growth. KEYWORDSaccounts receivable, AR management, medical billing, revenue cycle management, private practice billing, billing performance, claim denials, rejected claims, cash flow, practice growth, billing efficiency, Practice Health Check, Practice Solutions TAKEAWAYSA busy practice isn’t always a healthy practice. A full schedule can hide revenue leaks caused by billing issues. Pay attention to aging AR. Claims sitting unpaid for 60, 90, or 120+ days deserve a closer look. Busy doesn’t equal effective. Measure how quickly rejected claims and denials are worked—not simply how much activity your billing team produces. Growth can mask billing problems. Adding clinicians and patients may increase collections while underlying revenue cycle issues continue to grow. Collect before you create more. Before spending more on marketing or growth, make sure you’re collecting the revenue your practice has already earned. CHAPTERS00:00 The Hidden Revenue Problem Behind a Busy Practice 05:48 Stop Measuring Busy, Start Measuring Results 11:05 Find the Cash Hiding in Your AR RESOURCESToday Sponsors: Visit practicesol.com Book a Practice Health Check Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  4. 5 Oct

    Are You Being Underpaid? Understanding Your Insurance Reimbursement Rates

    EPISODE SUMMARYYour reimbursement rate isn’t necessarily the market rate. In this episode of The Claim Game, Jeremy Zug explains why practice owners should look beyond their own contracts to understand what comparable practices are actually being paid. Jeremy explores how reimbursement benchmarking and market data can uncover hidden revenue opportunities, strengthen payer negotiations, and help practices make smarter decisions about their payer strategy. The bottom line: you can’t negotiate a rate you don’t know exists. KEYWORDSinsurance reimbursement rates, reimbursement benchmarking, payer negotiations, insurance contracts, fee schedules, behavioral health billing, mental health billing, private practice, payer strategy, reimbursement data, rate negotiation, revenue cycle management, practice management TAKEAWAYSYour rate isn’t necessarily the market rate. Your contract shows what your practice is being paid, not what comparable practices are receiving. Small differences can have a major impact. A seemingly modest reimbursement gap can translate into significant lost revenue at scale. Market data creates leverage. Knowing what similar practices are paid can help you approach payer negotiations with better questions and stronger information. Small practices have advantages, too. Solo and small group practices may lack volume, but they often have more flexibility to adjust payer mix, services, and strategy. Reimbursement isn’t set in stone. Payers, services, markets, and rates can change—and practice owners can explore opportunities beyond their existing contracts. You can’t negotiate what you don’t know exists. Regularly benchmarking reimbursement can help you make more informed decisions about the future of your practice. CHAPTERS00:00 Your Reimbursement Rate Isn’t the Market Rate 03:33 Using Market Data to Negotiate Smarter 07:11 Getting Creative With Payers and Reimbursement 10:22 See What Practices Like Yours Are Getting Paid RESOURCESToday Sponsors: Visit practicesol.com Check Out Rate Vantage Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  5. 25 Sept

    Scaling a Group Practice Without Burning Out with Gabrielle Juliano-Villani

    EPISODE SUMMARYIn this episode of The Claim Game, Jeremy Zug sits down with Gabrielle Juliano-Villani, LCSW, to discuss scaling a seven-figure group practice, navigating burnout, and stepping into the CEO role. Gabrielle shares lessons on leadership, delegation, and taking risks, plus why Medicare and Medicaid can offer valuable growth opportunities for behavioral health practices. KEYWORDSGroup Practice, Private Practice, Medicare for Therapists, Medicaid, Practice Burnout, Group Practice Growth, Practice Management, Healthcare Billing, Medicare Billing, Practice Leadership, Revenue Cycle Management TAKEAWAYSGrowth Can Come at a Cost: Scaling to seven figures taught Gabrielle that growth isn't worth sacrificing your well-being or alignment. Boundaries Make Better Leaders: Clear expectations and systems protect your time while helping your team work more independently. Step Into the CEO Role: Delegating routine tasks gives practice owners more time to focus on leadership and growth. Do It Afraid: You don't have to eliminate fear before taking action. Progress often requires risk and a willingness to fail. Don't Fear Medicare: Medicare and Medicaid can provide meaningful opportunities for behavioral health practices to grow and get paid for valuable work. Compliance Matters: Strong documentation and appropriate billing can help reduce the fear surrounding audits and clawbacks. CHAPTERS00:00 Gabrielle's Journey to Private Practice 17:24 Stepping Into the CEO Role & Doing It Afraid 29:54 Why Practices Shouldn’t Fear Medicare 37:25 Connect with Gabrielle RESOURCESToday Sponsors: Visit practicesol.com Visit gabriellejulianovillani.com Visit medicareconsultingfortherapists.com Connect with Gabrielle on Instagram Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  6. 18 Sept

    Scaling a Group Practice Without Sacrificing Your Vision with Michelle Perry

    EPISODE SUMMARYIn this episode of The Claim Game, Jeremy Zug sits down with clinical psychologist and practice owner Dr. Michelle Perry to discuss innovation, problem-solving, and leadership in private practice. Michelle shares how the limitations of insurance led her to explore new models of care, including wellness services, therapy intensives, and ketamine-assisted therapy. She also explains how she uses data to solve business problems, recognize when it’s time to pivot, and lead with both compassion and accountability. KEYWORDSPrivate Practice Leadership, Group Practice Growth, Practice Management, Ketamine-Assisted Therapy, Therapist Leadership, Lean Six Sigma, Mental Health Practice, Practice Growth, Employee Accountability, Practice Owner TAKEAWAYSInnovation May Require a New Approach: When traditional insurance models limit care, practice owners can explore creative, compliant alternatives. Solve the Right Problem: Identify the root cause and use data before jumping to a solution. Pivoting Isn’t Failure: When something isn’t working, use what you’ve learned to find a better opportunity. Hold Space AND Hold Standards: Great leadership requires protecting your vision and setting clear expectations. Compassion and Accountability Can Coexist: You can support your team while still holding people accountable to their commitments. Protect Your Culture: Addressing underperformance and establishing clear standards helps protect the entire team. CHAPTERS00:00 Breaking the Mold of Traditional Therapy 20:16 Stop Forcing It: Knowing When to Pivot 34:08 Protecting Your Vision as a Practice Owner 47:45 Connect with Michelle RESOURCESToday Sponsors: Visit practicesol.com Connect with Michelle on LinkedIn Email Michelle: michelle@getcenteredwellness.com Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

  7. 11 Sept

    How to Scale a Private Practice to Seven Figures with Nicole McCance

    EPISODE SUMMARYIn this episode of The Claim Game, Jeremy Zug sits down with retired psychologist and business coach Nicole McCance to discuss how she grew from a burned-out solo practitioner to building a 55-therapist, multi-seven-figure group practice. Nicole shares the systems and strategies behind that growth, including hiring the right team, creating SOPs, using AI and automation, attracting and retaining clients, and focusing on your zone of genius. She also breaks down her five-step approach to scaling and the mindset that helped her make the leap from clinician to CEO: “do it scared.” KEYWORDSGroup Practice Growth, Private Practice, Scaling a Therapy Practice, Practice Management, Systems and Automation, Hiring Therapists, Digital Marketing, Client Retention, AI for Private Practice, Practice Growth TAKEAWAYSSystemize Before You Hire: Document your processes and build clear SOPs so your practice can operate without everything depending on you. Hire for the Right Fit: Nicole shares why your first hire should reflect your personality, energy, clinical approach, and brand. Growth Is More Than Marketing: A scalable practice needs systems to attract, convert, and retain clients—not just generate leads. Delegate, Automate, Eliminate: Create more time for your zone of genius by removing tasks that don’t require your expertise. Do It Scared: Growth can feel uncomfortable. Nicole explains why moving forward despite fear was key to becoming a CEO and building a practice that could run without her. CHAPTERS00:00 Scaling from Solo to 55 Therapists 13:28 SOPs, Training, and Smarter Systems 22:30 The Five Steps to Practice Growth 34:23 Systems, ROI & Doing It Scared RESOURCESToday Sponsors: Visit practicesol.com The Business Savvy Therapist Podcast: https://mccancemethod.com/podcast/ Sign up for Nicole’s FREE Masterclass: How to Build a 7-Figure Group Practice + earn 1 CE Hour: https://mccancemethod.com/webinar-free-masterclass-from-solo-to-superteam/ Facebook Group: https://www.facebook.com/groups/947689352498639 Instagram: https://www.instagram.com/nicole.mccancemethod/ Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub.

  8. 4 Sept

    From Insurance to Private Pay: Building a Practice with Tara Wells

    EPISODE SUMMARYIn this episode of The Claim Game, Jeremy Zug sits down with Tara Wells, sports social worker and founder of Finish Line Mindset, to discuss building a private practice around therapy, coaching, and prevention. Tara shares her approach to separating coaching from clinical work, transitioning from insurance to private pay, and using networking to grow her practice. They also discuss setting boundaries, finding the right niche, and building the confidence to create a practice that works for you. KEYWORDSPrivate Practice, Sports Social Work, Sports Mental Health, Private Pay Practice, Mental Health Practice, Practice Growth, Alma, Headway, Private Practice Marketing TAKEAWAYSKnow the Line Between Coaching and Therapy: Clearly defining the scope and boundaries of each service is essential when offering both. Your Niche Can Be an Advantage: Specific messaging helps the right clients and referral partners understand who you serve. Insurance Isn't the Only Path: Tara shares how she moved from insurance platforms to a private-pay model that better fits her practice. Relationships Build Practices: Networking and word-of-mouth referrals have become key drivers of Tara's growth. Set Boundaries Around Your Business: Creating intentional time away from clients and work helps protect your life outside the practice. Start Before You Feel Ready: Experiment with marketing, networking, and new opportunities while you still have a safety net. CHAPTERS00:00 Building a Practice Around Therapy and Coaching 13:41 The Journey from Insurance to Private Pay 28:43 Setting Boundaries as a Practice Owner 37:50 From Self-Doubt to Taking the Leap RESOURCESToday Sponsors: Visit practicesol.com Learn More About Finish Line Mindset and The Unpacked Mastermind Connect with Tara on Instagram and TikTok Learn More About The Claim Game: Visit practicesol.com/podcast The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub. Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog. Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

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About

The Claim Game podcast, hosted by Jeremy and Kathryn Zug, is designed to help healthcare providers navigate the complexities of revenue cycle management (RCM). Each episode aims to cut through confusion by breaking down complex billing processes and sharing real-world solutions. The podcast uses a "game board" metaphor to simplify the RCM landscape, offering strategies and practical tips to help practices "win" at revenue cycle management. Jeremy and Kathryn draw on their extensive experience to empower providers to take control of their revenue, turning claim denials into deposits and allowing them to focus more on patient care. The podcast covers key territories of billing, such as credentialing, patient registration, eligibility & benefits, payment posting, aging follow-up, and claim submission, with the ultimate goal of providing clarity in a confusing, frustrating, and outdated industry. jeremyzug.substack.com

Information

  • Creator
    Jeremy and Kathryn Zug
  • Years Active
    2025 - 2026
  • Episodes
    69
  • Rating
    Clean
  • Copyright
    © 2026 Jeremy and Kathryn Zug
  • Show Website
    The Claim Game

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