Reinventing Customer Service in Healthcare: Lessons Learned from the Best – Virtual Event

**This is a VIRTUAL event. If you purchased your Eventbrite ticket & completed your registration with the link provided to you for ACHE National, you received a Zoom link in your e-mail. Please check your spam/junk folders. The e-mail is from Blue Sky or ACHE itself. Passcode is ACHE for the event with your unique Zoom link. You must fully attend the event and complete the evaluation on ACHE.org in order to receive F2F credit.**

Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

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Agenda

5:30 -5:45 – Event & speaker introduction

5:45 -6:45 – Speakers Present

6:45 – 7:00 – Speaker Q & A

Virtual Face-to-Face Credit Hours: 1.5

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Panel Members

Christina Alvero, Senior Director of Clinical Therapy Services, Moffitt Cancer Center

Christine Alvero PT, DPT, ATC/L, MBA graduated from the University of South Florida with a Master of Science in Physical Therapy in 2002. She continued on to pursue her doctorate via the transitional program at MGH Institute of Health Professions. Once Christine transitioned into management, she returned to St Leo University to attain her Master of Business Administration with a Health Care Concentration. Christine is currently the Senior Director of Clinical Therapy Services at Moffitt Cancer Center in Tampa Florida, which encompasses Physical and Occupational Therapy, Speech, Nutrition, Respiratory, Cardiopulmonary, and Bronchoscopy. She also has the unique opportunity to serve as the operational planning liaison for Moffitt’s expansion hospital which is planned to open in July 2023. Christine is passionate about oncology rehabilitation, with a special interest in sarcoma and other musculoskeletal oncology conditions. In addition to her passion for oncology, Christine also understands the importance of educating PT students. She has served as an Adjunct Professor at NOVA Southeastern University in Tampa, FL teaching documentation as well as serving as a lab assistant for physical agents, differential diagnosis, and other classes as needed. Christine is currently an assembly rep for the WCD as well as the secretary for the WCD of the APTA. She holds several certifications including a Board Certification in Oncology, Certified Scrum Master, Certified Revenue Cycle Rep, Certified Specialist Business Intelligence, and Six Sigma Black Belt.

Lara Klick, Vice President & Chief Patient Experience Officer, Tampa General Hospital

Lara Klick is Vice President and Patient Experience Officer at Tampa General Hospital, a 1010 bed academic medical center. In her role, Lara provides strategic and operational oversight of all aspects of the patient experience. In her 20 plus years of experience in the acute healthcare arena, she has been a part of the evolution of the role of the patient experience professional. Lara worked in Maryland during the CMS three-state pilot which preceded the full implementation of the HCAHPS survey and participated in the initial dialogue regarding the survey administration and regulatory expectations. Lara was also a part of the national dialogue on compliance with the CMS Standards of Participation during its adoption and the definitions of the standards of compliance. With experience in assisting three vastly different healthcare systems in achieving significant improvement related to the patient experience, Lara brings her expertise to a wide variety of audiences using a combination of science and story which achieves success.

Candace Smith, Vice President of Operations, Chief Nurse Executive, Lee Health at Cape Coral Hospital

Dr. Smith is Vice President of Operations, Chief Nurse Executive, Lee Health at Cape Coral Hospital. She is author of “Chapter Leader’s Guide to Provision of Care: Practical Insight on Joint Commission Standards,” a guidebook by Healthcare Professional Organization. She holds a board certification in Advanced Nursing Executive from the American Nurses Credentialing Center. Candace holds a PhD in Education with a specialization in Organizational Leadership. She earned a Bachelor’s degree in Nursing from D’Youville College, and a Master’s in Public Administration from University of Brockport, New York. Dr. Smith is published in American Nursing Association and Nursing Management on topics surrounding Exemplary Leadership and Staff Engagement. Candace has served in two Corporate CNO positions involving clinical and technology consulting. She is a nationally known speaker on topics of clinical excellence, speak up, and exemplary leadership. She serves on the board of the Western Florida- American College Healthcare Executives Chapter and is Past President for Sun Coast Organization of Nurse Executives, a chapter of the Florida Organization of Nurse Executives. Dr. Smith is an adjunct Professor at State College of Florida, Health Services Administration Program. She teaches Quality Management in Healthcare and Contemporary Issues in Healthcare and in February 2020 published Healthcare Quality Management: A Case Study Approach with two other colleagues. . Dr. Smith has recently joined Nova Southeastern University as an adjunct Professor and teaches Quality Management in Healthcare. Dr. Smith has been in healthcare for over 30 years.

Preston Williams, Market Directors of Patient Experience, HCA West Florida Division

Preston Williams serves as one of the Market Directors of Patient Experience in the HCA West Florida Division. He has worked in Patient Experience and Process Improvement since 2016, and has been with HCA for the last year and a half. Previously, he has worked with notable organizations helping drive patient experience performance at Mount Sinai Medical Center in Miami Beach, FL, and Baptist Memorial Healthcare Corporation in Memphis, TN.

Williams is a graduate of the University of Memphis with a master’s degree in Healthcare Administration and Management. He received his bachelor’s degree in Journalism and Electronic Media, with a minor in Biological Sciences from the College of Communications at the University of Tennessee-Knoxville. He is a member of the American College of Healthcare Executives (ACHE) and the Asian Healthcare Leaders Community.