Reinventing Customer Service in Healthcare
February 2, 2023 @ 5:00 pm - 6:30 pm
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. Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience.
Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on-time performance, received the fewest customer complaints and fewest mishandled bags, is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?
5:00 -5:15 – Event & speaker introduction
5:15 -6:15 – Speakers Present
6:15 – 6:30 – Speaker Q & A
Virtual Face-to-Face Credit Hours: 1.5
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Lara Klick, MBA, CPXP
Lara Klick is Vice President and Patient Experience Officer at Tampa General Hospital. In her role, Lara provides strategic and operational oversight of all aspects of the patient experience. This includes the analysis of performance and opportunities for improvement, the provision of support and communication during healthcare crisis and the resolution of issues and recovery of relationships.
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. Her focus is on elevating role of the patient voice in the healthcare dialogue. She has opened hospitals to families and given health care providers concrete tools to facilitate a collaborative relationship with patients and families. This laser focus on patient centeredness is fueled by her belief that health care providers, patients and families all have a common goal and her role is to help them work together to reach it.
In addition to her professional background, Lara is the proud mother of two children who delight in the fact that they’re taller than her now. She will tell you that her greatest achievements in her life call her mom.
Edward M. Rafalski, Ph.D., MPH, FACHE
Edward Rafalski, Ph.D., MPH, FACHE is currently the Chief Strategy and Marketing Officer for BayCare Health System in Clearwater, FL. Dr. Rafalski is responsible for all planning, business development, real estate, market research, clinical research, marketing, digital strategy, government relations, public relations and communications at BayCare Health System. Dr. Rafalski has an extensive background in strategic planning, data analytics, decision support, GIS, business development, marketing, public relations, group purchasing and managed care contracting. He has also served as an executive liaison for emergency department and children’s hospital operations.
After graduating from the University of Chicago with a bachelor’s degree in public policy studies, Dr. Rafalski received a master’s degree in public health from Yale University School of Medicine. He received his Ph.D. in public health sciences from the Division of Health Policy and Administration at the University of Illinois, School of Public Health where he has taught as Clinical Assistant Professor. His health services research and teaching interests include: the effects of market economics on health care services, healthcare decision support, quantitative methods, managerial epidemiology health disparities, marketing and strategic management. Dr. Rafalski is a Fellow of the American College of Healthcare Executives, Six Sigma Black Belt and member of the 2014 TNCPE Board of Examiners, trained in the Baldrige Criteria for Performance Excellence. Ed is also a member of the University of South Florida College of Public Health’s Master Health Administration Advisory Board.
Paul is the founder, CEO and Chief Experience Officer of PLG ExperienceSolutions, a consulting and training company that helps healthcare organizations create consistently exceptional experiences for its employees and, as a result, their patients.
For more than 25 years, Paul has focused on improving customer experiences. Before starting his own company, he spent 10 years with Integrated Loyalty Systems as their senior vice president of content and solutions, designing culture-change programs and training workshops for healthcare organizations around the country, including Dignity Health, Ochsner Clinic, Penn Medicine, Carson Tahoe Health, the National Rehabilitation Hospital in Washington, DC. Paul was the lead consultant on engagements with all seven hospitals of the Detroit Medical Center, as well as clinics of Dignity Health in California, and the Women’s and Children’s Hospitals of Michigan Medicine, to name a few.
In addition to culture change and patient experience journey mapping, Paul specializes in employee engagement and onboarding programs for healthcare, having redesigned more that two dozen healthcare orientation programs with the philosophy: “How you treat staff on day one determines how they’ll treat patients… and each other.”
Prior to that, Paul spent eight years as a Disney Castmember, specifically as a senior manager first with the famed Disney Institute at Walt Disney World, teaching the Disney Approach to visiting organizations. Then he moved to Disney Event Productions, ultimately returning to the Disney Institute to become one of its most highly rated trainers and national keynote speakers, focusing on applying Disney cultural elements to other industries.
Paul spent 13 years before Disney with Kaset International/AchieveGlobal, at the time one of the world’s largest “soft skills” training and consulting companies. There he learned the intricacies of adult learning, instructional design and organizational consulting. He was the co-author of the industry standard Everybody Has a Customer, based on the “internal customer service” concept of: “If you’re not taking care of a customer, you should be taking care of someone who is.”
Paul has been both a preceptor and guest speaker at the USF School of Public Health, is an active member of the American College of Healthcare Executives (ACHE), currently serving on the Board of the Western Florida Chapter, is a longtime member of the ACHE Consultant’s Forum, and received the prestigious ACHE Regent’s Award in 2021. He has frequently presented workshops and speeches at healthcare conferences around the country, including multiple times for ACHE’s national Congress on Healthcare Leadership, as well as numerous local chapter events, both in Florida and across the country.
Paul lives in Tampa, Florida with his wife, Sue. He has two grown children and is a passionate hockey fan.