Leadership

The PIVOT Strategy for MSPs

By Venetta Lewis, MS, CPCS, cDEI

Where It All Began

In our fast-paced world of healthcare credentialing, medical services professionals (MSPs) are often juggling multiple priorities, deadlines, compliance requirements, and more. As a leader who cares about the well-being of my staff and fellow MSPs, I had to do something, say something, develop a mental tool to manage the constant changes, demands, and requests from our customers and our stakeholders: applicants, physicians partners, C-suite leadership, recruiters, locums agencies, practice managers, etc.

MSPs understand that our turnaround times help drive our customers’ financial and quality of life outcomes. Let’s face it, successful MSPs are those who have a Type A personality — driven, detailed-oriented, and motivated by precision. If not managed with intentional strategies, our workload can easily become overwhelming.

That’s where the acronym PIVOT comes in: A practical internalized framework designed to help MSPs shift from one task to another and back with less stress, all while maintaining efficiency, accuracy, and timeliness. PIVOT emphasizes the importance of mentally balancing structure with flexibility, allowing MSPs to stay focused without feeling scattered. Instead of becoming paralyzed by competing demands or bogged down by perfectionism, this approach empowers professionals to pause, realign priorities, and redirect their energy where it is most needed. By mentally “PIVOTing”, credentialing teams can avoid burnout, sustain accuracy, and strengthen workflow resilience. MSPs can transition more smoothly and confidently, ensuring that every task is not only completed, but completed with less mental stress.

The next time you are hit by an interruption of your workflow, simply consider it as your chance to delicately and graciously PIVOT. Embrace your PIVOT. There will definitely be endless opportunities to do so.

The PIVOT Strategy

P is for Professionalism: The high standard we uphold, not just in our work, but in how we represent our department, organizations, and our association.

I is for Integrity: The foundation of trust in every decision we make, every credential we verify, and every provider we support.

V is for Vision: The ability to anticipate what’s next, adapt to change, and drive progress in healthcare.

O is for Opportunity: Because every challenge is a chance to learn, grow, and rise.

T is for Tenacity: The resilience and determination that define MSPs across the country.

In the spirit of the iconic “pivot” scene from the sitcom “Friends,” let’s PIVOT together — toward growth, innovation, collaboration, and continued excellence.

Venetta Lewis, MS, CPCS, cDEI

Venetta Lewis, MS, CPCS, cDEI, is the director of medical staff administration and graduate medical education at a community teaching hospital and is also an adjunct professor of healthcare administration and operations in the Hudson Valley of New York.  She brings more than twenty years of experience in healthcare operations, credentialing, and academic leadership.  Ms. Lewis is the developer of the PIVOT Strategy, a professional framework grounded in professionalism, integrity, vision, opportunity, and tenacity-which emphasizes the core values that define and advance the role of medical staff professionals in today's evolving healthcare landscape.