Using a War Room Session to Address Implementation Concerns
Blake Evans describes how his optimistic leadership style led him to underestimate the tension his team was carrying during a major implementation. When he felt it in a leadership meeting, he convened a "war room" session with his core team plus a level below, running through every concern from start to finish. The session produced more than a hundred documented issues, which his organization's internal DNIS team then used to build an FAQ website so the same questions could be answered consistently across teams and the broader organization.
The lesson he draws is that any implementation will surface unexpected challenges. The response is not to treat them as something happening to the team, but to move quickly, get every concern on the table, and build a plan to address them.
Key Takeaway
When implementation tension is palpable, creating a structured session to surface every concern converts anxiety into a documented action list. The questions teams raise internally often reflect the same concerns the broader organization is holding.
“We are not victims. We’re not bystanders in this whole thing. We have control.”
Blake Evans, System Vice President of Revenue Cycle, Rush University System for Health
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