Leadership

Building Influence Without a Leadership Title: Strategic Communication as an MSP

By Jeanine Davidson-Walker, CPMSM

As medical services professionals, we often do a lot of the heavy lifting behind the scenes — managing credentialing, working with providers, ensuring compliance — without necessarily having formal authority. But even without a leadership title, we still have the opportunity to lead and influence outcomes every day.

Over the years, I’ve learned that influence doesn’t come from a title — it comes from how we communicate, how we build relationships, and how we show up in moments that matter. Here are a few ways we can build influence right where we are.

1. Know Your Audience and Speak Their Language

Whether we’re working with providers, HR, legal, or administration, it’s important to adjust how we communicate. Each group has different priorities, and if we want to be heard, we need to connect our message to what matters to them.

For example:

• With providers, I focus on how a clean credentialing process saves them time and frustration.
• With leadership, I emphasize how MSPs support compliance, survey readiness, and operational efficiency.

Taking a few extra minutes to tailor your message can make a big difference.

2. Build Relationships Before You Need Them

People are more likely to listen and collaborate if there’s already trust. I try to connect with colleagues across departments during everyday work — not just when something is urgent.

That might mean:

• Following up with a thank you after a tricky credentialing file is resolved.
• Touching base with HR when onboarding is going smoothly.
• Offering to help solve a problem even if it’s outside of my direct responsibilities.

It’s all about showing up consistently, being a team player, and making it easy for others to work with us.

3. Stay Visible and Share the Value of MSPs

So much of what we do happens in the background, which makes it easy for others to underestimate the complexity or impact of our work. I’ve found it helpful to share wins and insights regularly — even informally.

A few ideas:

• Present a brief update on credentialing timelines at a department meeting.
• Create a snapshot of application metrics (e.g., turnaround time, error rates).
• Explain how an implemented process change improved onboarding.

Visibility isn’t about self-promotion — it’s about helping others see how our work connects to the bigger picture.

4. Be Clear, Confident, and Respectful

There are times when we have to push back or clarify requirements, and it’s important to do that with calm confidence. Instead of saying “I’m just following policy,” I’ve learned to explain the reasoning behind the process and offer solutions where I can.

For example:

• “To meet Joint Commission standards, we’ll need this completed before the start date. Here’s how we can move forward quickly.”
• “I understand this is time sensitive — let me walk you through the fastest compliant path.”

People respond better when we’re direct but solution oriented.

5. Lead Through Problem-Solving

Even without formal authority, we can lead by being the person who brings clarity and moves things forward. That means being proactive, anticipating roadblocks, and helping others see options — not just problems.

If a file is delayed due to missing information, I might offer to contact the provider directly or suggest temporary privileges if appropriate. It’s about thinking a few steps ahead and being part of the solution.

6. Use Certification and Education to Strengthen Your Voice

One of the ways I’ve grown more confident in my role is through preparing for and obtaining NAMSS certification. The knowledge gained through that process gave me both the foundation and the credibility to speak up as an expert in the field.

Taking advantage of NAMSS webinars and learning opportunities adds even more value to your “tool kit” at work. These sessions often touch on real-world scenarios and help sharpen your ability to participate meaningfully in discussions with leadership, providers, and regulatory partners.

When you back up your communication with that kind of knowledge, it naturally builds trust and respect — even without a formal title.

Final Thoughts

Leadership doesn’t always come with a title. Our influence comes from how we communicate, how we collaborate, and how we show up day after day.

By building relationships, staying visible, and focusing on solutions, we can lead from wherever we are — and help elevate the work we do for providers, patients, and our organizations.

Jeanine Davidson-Walker, CPMSM

Jeanine Davidson-Walker, CPMSM, is the supervisor of the Centralized Credentialing Office for Johns Hopkins Health System. With over 20 years of experience in healthcare management, Davidson-Walker specializes in medical staff credentialing and privileging processes, ensuring compliance with federal and state laws, Joint Commission standards, and Medical Staff By-laws.

Jeanine skillfully plans and organizes credentialing procedures, aligning ongoing competence with training, licensure, and granted privileges. She collaborates with committees to evaluate and improve credentialing and privileging policies, leveraging expertise in project management, MS Project, and organizational design to streamline workflows and enhance productivity. She is deeply passionate about advancing healthcare excellence through robust credentialing practices, cultivating a culture of continuous improvement, and ensuring strict adherence to industry standards.