Building a People‑First Practice: Adaptability, Conflict Resolution, and Better Onboarding with Amy Lafko

On this episode of the MGMA Insights Podcast, Sr. Editor and host Daniel Williams sits down with returning guest Amy Lafko — MGMA consultant, speaker, creator of the People First Method, and author of People First. Amy shares practical, immediately usable strategies for medical practice leaders navigating 2026’s rapidly shifting regulatory landscape, workforce challenges, and rising emotional strain within healthcare teams.

From strengthening adaptability to reinventing onboarding, Amy delivers a toolkit that helps leaders build environments where teams feel supported, patients receive better care, and organizations thrive.

KEY TAKEAWAYS

• (00:53) Amy’s healthcare leadership background shapes her "people first" philosophy — Beginning as a physical therapist and later serving in rehab, hospital, urgent care, and medical group leadership roles, Amy’s firsthand failures and successes inform her mission to help leaders avoid burnout and build thriving teams.
• (02:00) Adaptability is the #1 leadership skill for 2026 — With regulatory uncertainty and fast‑changing payer environments, leaders must intentionally build their “capacity to adapt.” Adaptability is learnable and essential.
• (03:36) Productive conflict should be trained at all levels, not just leadership — Teaching frontline staff to resolve issues reduces managerial burden and increases team cohesion. Practices that invest here see faster self‑resolution and fewer escalations.
• (05:20) Rising frustration is being mistaken for “more conflict” — Most conflicts aren’t actually new; people’s emotional set point is simply higher due to uncertainty. Leaders must help teams regulate emotions to reduce escalations.
• (08:03) The People First Method flips the traditional patient‑first mindset — Leaders shouldn’t bypass their teams to “get to the patient.” Supporting the team is what ensures outstanding patient care.
• (10:19) Onboarding must shift from task‑checking to “alignment and inspiration” — Traditional onboarding (e.g., first‑day EMR videos) disconnects new hires. People‑First onboarding welcomes, aligns with values, personalizes training, and boosts long‑term retention.
• (12:26) Weekly check‑ins using five simple questions transform new‑hire success — Quick meetings built around consistent reflection and support help new hires feel connected, confident, and aligned from day one.
• (13:53) People‑first cultures start with one deceptively simple factor: willingness — Willingness to invest time up front, to be consistent, and to level‑set leaders across the organization.

RESOURCES

Amy Lafko

• Amy Lafko's website
• People First: A Method for Developing Leadership and Team Culture - book

MGMA

• Medical Practice Staffing Solutions Playbook
• Medical Practice Staff Onboarding Playbook
• Human Resources Management Certificate
• Human Resources resources

Sponsors:

Your staff is buried in phone calls. Patients are frustrated. And you're losing revenue to no-shows. There's a better way. GoTo Connect for Healthcare is a unified, AI-powered communication platform built to support your HIPAA compliance, streamline scheduling, reduce staff burden, and help your team do more with less. Because when communication works, care works. Learn more and get a personalized demo.

Allied Medical Waste is the premier medical waste and document shredding company for medical groups all over the United States. On average, Allied helps medical groups save up to 50% on their monthly costs. Allied is known for their great service and impeccable response times. Reach out today for a free quote! Allied has a special offer for all MGMA members: the first 2 months FREE of charge! Connect with us at sales@alliedusa.net or call (801) 328-8581.