TRAINING CURRICULUM
Marketing & Patient Experience Topics
“Why Satisfied Patients Cost Your Practice Money”
What do your patients experience when they visit your practice? More importantly, how do they remember your practice? Or, do they remember you at all? Most medical practices understand that negative patient experiences can hurt the reputation of their practice and cost them valuable patients. However, in this changing economic climate, practices that have the mind-set of thinking as long as their patients are satisfied, they are doing well, are losing money! If your practice is not creating an outstanding experience for your patients they remember and they share with their circle of influences, you are missing out on growing your practice. It’s about taking small steps that set you apart from other practices and make the patient’s experience one that stays with them after walking out your doors. In this interactive training session, you will learn how you can:
• Take customer service to the next level
• Set yourself apart from your competition
• Grow your patient volume on referrals and word of mouth marketing
Who Should Attend:
Office Manager/Administrators, Physicians, Office Staff, Operations Managers
Recommended Format:
Conference Keynote, Luncheon or Breakout Session, Webinar
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“Homogenized is for Milk… And 10 More Ways to Create Outstanding Patient Experiences in Your Practice”
Why are loyal patients worth more to your practice than satisfied patients? Join Jamie Verkamp of (e)Merge for a lively discussion on going beyond patient satisfaction and “de-homogenizing” your practice. We’ll share with you how simple it can be to start turning your satisfied patients into loyal patients and the impact it can have on your bottom line. You’ll learn tips and strategies for changing the attitude in your office and turning up the heat on your traditional standards of customer service. Get ready to shift your thinking and see your patient referrals increase by implementing our strategies for creating WOW patient experiences and breaking free from the sea of sameness in today’s medical offices. From this interactive session, be ready to:
• Shift the attitudes in your office to create WOW patient experiences
• “De-Homogenize” your practice and connect with patients in a more engaging manner
• Create “walking billboards” for your practice, increasing your referral volumes and bottom line without spending a dime on marketing.
Who Should Attend:
Office Manager/Administrators, Physicians, Office Staff, Operations Managers
Recommended Format:
Conference Keynote, Luncheon or Breakout Session, Webinar
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“New Marketing Initiatives to Improve Patient Referrals”
In the reality of our shifting economic climate, successful, business-minded medical practices are shifting the way they approach marketing. Successful practices are now putting the focus back on their patients and using innovative marketing strategies that bring greater return on their investment. You can expand your practice in this economy, and during this session you will learn what it takes to make that happen. You will learn key marketing initiatives you can implement right away in your practice to increase your new-patient volume and successfully market to your current patients to increase patient retention and referrals, including:
• Attract new patients using online and offline marketing strategies
• How to create “wow” patient experiences that will increase referrals
• Effectively market to your current patient base
Who Should Attend:
Office Manager/Administrators, Physicians, Office Staff, Operations Managers
Recommended Format:
Conference Keynote, Luncheon or Breakout Session, Webinar
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“Mother Knows Best: Will She Choose You For Her Family’s Healthcare?”
Recent studies show 73% of household financial decisions are made by women. This includes healthcare, and these women are in search of a better healthcare experience. During this interactive session, we will discuss how consumerism is changing the healthcare landscape and how this affects the new generations of mothers charged with making the healthcare choices for their families. You will learn what Millenial Generation and Generation X mothers are looking for from their healthcare experience and what your organization can do to meet their needs, beyond providing quality care. Be prepared to hear insightful ways to reach out to these “Real Moms” and attract your share of this burgeoning market.
In this interaction session, you will learn:
• The impact reaching out to this target demographic of Mothers can have on your bottom line
• To understand the Millenial and Generation X patients and what they are seeking in their healthcare experience
• How to communicate your current practice resources and implement changes to attract the new generation of Mothers.
Who Should Attend:
Office Manager/Administrators, Physicians, Office Staff, Operations Managers
Recommended Format:
Conference Keynote, Luncheon or Breakout Session, Webinar
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Human Resource Topics
“Are Your Managers on Track to Deliver? Diagnosing Critical Management
Derailers Within Your Organization”
Changes, like the ones facing today’s healthcare industry, present many challenges for organizations, particularly for front-line managers whose people will be responsible for implementing the change. Pressure to perform is high, as are emotions, and everyone is expected to do more with less. Ironically, the times when you need your managers to perform at their very best are the very times they are most likely to fail. The challenge of change is compounded by the fact that the higher managers rise in an organization, the more likely they are to develop blind spots that increase their risk of failure.
Why do front-line managers fail and what can be done to avoid failure? During this interactive workshop, we discuss five common management issues that derail the most qualified managers and result in frustration and poor team performance. Be ready to walk away from this workshop armed with common sense advice to help you and your organization avoid management pitfalls, embrace the challenges facing today’s medical office and create more productive work environments.
Who Should Attend:
Office Administrators & Human Resources/Operations Managers
Recommended Format:
Workshop-Style Breakout Sessions
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“What Went Wrong?
Why Smart Employees Underperform and 7 Hiring Hazards to Avoid”
We’ve all been there. After an extensive and thorough search for a receptionist, nurse or medical assistant, one candidate stands out. This candidate has the right experience, solid qualifications, a relevant work history, and gives an impressive performance during the interview process. You hire her. Three months later, you begin to question your decision. Your new hire’s team appears disgruntled, morale is low, and output and productivity are well behind the figures from the previous quarter. After investigating further and speaking with a few key team members, you realize there’s a disconnect—a mismatch. While she looked impressive on paper and presented well during one-on-one interviews, your new hire’s style, approach and behavior on the job are simply inconsistent with the values and expectations of your organization.
What went wrong? During this interactive, you’ll learn seven key hazards to avoid when introducing a new hire into your organization. Be prepared to walk away entertained and armed with the knowledge you need to properly integrate your next new hire into your team’s culture.
Who Should Attend:
Office Managers/Administrators, Hiring Managers & Human Resources/Operations Managers
Recommended Format:
Workshop-Style Breakout Sessions
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“Simple Hiring Strategies for Today’s Medical Office”
A study of 20,000 newly hired employees showed that 46 percent of all new hires fail within 18 months; on average, these failures cost practices, $3400. Hiring new employees is one of the most important tasks facing medical practices today; however, it often allows for little time to plan for your organization’s growth strategy or to identify the right type of person to fit the vacant role.
In this workshop, you’ll learn simple planning strategies for filling employee vacancies while incorporating best practices to align with your practice’s strategic plan for growth. These simple strategies will arm you with the knowledge you need to make better decisions, reduce employee turnover and minimize costs associated with failed new hires.
Who Should Attend:
Office Managers/Administrators, Hiring Managers & Human Resources/Operations Managers
Recommended Format
Workshop-Style Breakout Sessions
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“Becoming an Employer of Choice: Attracting and Retaining the Very Best People”
While many medical practices complain about the difficulty of attracting and retaining quality people, other practices seem to never have this problem. What’s the secret of these successful medical offices? Practices of choice simply know what’s important to their prospective and current employees. However, before you can consider the challenge of attracting and retaining people, you must understand what drives people from their jobs. During this attitude shifting session, we will share five reasons people leave their jobs, six steps you can take to become an employer of choice, and how to attract the right people to your organization and retain your leaders.
Who Should Attend:
Office Managers/Administrators, Hiring Managers & Human Resources/Operations Managers
Recommended Format
Workshop-Style Breakout Sessions
