Topic Portfolio

Topic Portfolio
March 20, 2012

The following will give you a detailed breakdown of current speaking topics and presentations.  You will find information on learning objectives, who should attend the specific presentations and what format works best for delivering each of these topics.

“Where do I begin?!” A Practice Administrator’s Guide to Embracing Social Media

Healthcare organizations, professionals and patients alike are embracing the social media movement with vigor as online communities like Facebook, Twitter and YouTube grow in popularity. As a practice administrator, how do you lead your office to capitalize on the social media wave–effectively and efficiently utilizing these tools to continue to build strong relationships with existing patients and attract new patients? How do you address the concerns of your physicians and your responsibilities to protect your patients’ privacy, while being “open” online? You’ll know the answer to these questions and more after this interactive session. During this session, we will provide you with examples of healthcare organizations who are “doing it right” and teach you the tactical skills you need to implement your social media accounts; You’ll learn how to jumpstart your social media presence and use these new media outlets to strengthen your marketing strategy, while remaining professional and HIPAA compliant. Be ready to walk away challenged and armed with the knowledge you need to implement your own social networking strategy and see patient volumes increase as a result!

Who Should Attend: Office Manager/Administrators, Physicians, Office Staff, Operations Managers

Recommended Format: Conference Keynote, Luncheon or Breakout Session, Webinar

 

Job Function vs. Job Purpose; Why Satisfied Patients Cost Your Practice Money:

We have all been there; we are in a customer service experience in which a company’s representative goes above and beyond their call of duty to ensure we receive the best treatment possible and that our expectations are exceeded. Then, there are the experiences in which the representative, “did their job” by addressing our concerns or taking care of our needs, but we are left with a lackluster impression of the organization and we walk away merely satisfied with little to say about the experience or the company. What makes these two experiences so different to us as the consumer? Why are we left with a great story (and the motivation) to share with our friends from the experience that exceeds expectations and little say or remember the other? During this interactive session, we explore the thought-provoking concept of “Job Function verses Job Function” and how this concept plays daily in our organization. Real examples will be shared to demonstrate the concept and how it applies to your staff, your administrators and even your physicians. You’ll walk away challenged to implement simple tips to help train and refocus your organization on the “purpose” side of your roles and how you can best serve your customers and patients–to create a lasting impression. It’s time to break free from the sea of sameness that is plaguing the medical office experience today and do something different to help you take your customer service to the next level and exceed expectations every day.

 

Who Should Attend: Office Manager/Administrators, Physicians, Office Staff, Operations Managers

Recommended Format:  Conference Keynote, Luncheon or Breakout Session, Webinar

 

Creating Personal Health Experiences That Increase Patient Loyalty

Why are loyal patients worth more to your practice than satisfied patients? Join in for a lively discussion on the importance of going beyond satisfaction to create personal, memorable health experience for each of your patients. You will hear how simple it can be to shift the attitude in your organization to better understand your patients and what they want out of their experience with you. Specific examples will be shared to demonstrate how to implement simple strategies that will turn the heat up on your traditional standards of customer service and develop loyal, referring patients. Be ready to shift your thinking and see your patient referral volumes increase by implementing these strategies to break free from the “sea of sameness” in today’s medical office.

Attendees can expect to walk away armed with the following learning objectives;

  • Take customer service (and internal interactions with your co-workers!) to the next level
  • Identify opportunities to create personal health experiences (and experiences with your co-workers!) that increase patient loyalty
  • Understand how perceptions, demographics and culture can affect patients’ ideas of “best service”
  • Utilize the S.C.O.R.E. (Smile, Connect, Observe, React, Engage) training acronym to aid in delivery of outstanding patient experiences for patients

 

Who Should Attend: Office Manager/Administrators, Physicians, Office Staff, Operations Managers

Recommended Format: Conference Keynote, Luncheon or Breakout Session, Webinar

 

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

 

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

 

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

 

Six Crucial Behaviors for Patient-Facing Employees

Employee engagement is increasingly recognized as one of the key drivers of improvements to patient satisfaction; if we do not have the right people in the right roles and staff are not satisfied, they cannot be expected to adhere to even the best customer service training programs and sustained improvement plans. During this interactive session, we’ll discuss what core behaviors and tendencies are essential for your frontline staff and other key patient-facing employees. You’ll learn hiring strategies for identifying these natural tendencies in applicants when looking to fill these powerful positions and which training method will best help you to leverage your patient-facing employees’ skills to create outstanding patient experiences in your organization.

Who Should Attend: Office Managers/Administrators, Hiring Managers & Human Resources/Operations Managers

Recommended Format: Workshop-Style Breakout Session

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