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DTSTART;TZID=America/Los_Angeles:20230202T170000
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SUMMARY:Reinventing Customer Service in Healthcare
DESCRIPTION: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? \nAgenda \n5:00 -5:15 – Event & speaker introduction \n5:15 -6:15 – Speakers Present \n6:15 – 6:30 – Speaker Q & A \nQualified Education Credit Hours: 1.5 \nAs an independent chartered chapter of the American College of Healthcare Executives\, the West Florida Chapter\, is authorized to award a total of 1.5 hours of ACHE Qualified Education credits toward advancement or recertification in the American College of Healthcare Executives. Participants in this program who wish to have it considered for ACHE Qualified Education credit should list their attendance when they apply to the American College of Healthcare Executives for advancement or recertification. \nTo purchase your ticket\, visit: https://www.eventbrite.com/e/reinventing-customer-service-in-healthcare-tickets-465861473207 \nLara Klick\, MBA\, CPXP \nLara 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. \nEdward M. Rafalski\, Ph.D.\, MPH\, FACHE \nEdward 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. \nPaul Grossman \nPaul 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.
URL:https://achewfc.org/event/reinventing-customer-service-in-healthcare/
CATEGORIES:Face-to-Face
ORGANIZER;CN="ACHE WFC":MAILTO:communications@wfcache.org
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DTSTART;TZID=America/Los_Angeles:20230223T120000
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SUMMARY:Leveraging Data-Driven Tools to Advance Health Equity at Northern Light Health
DESCRIPTION:Healthcare leaders know that nonclinical factors can greatly impact a person’s overall health. Discover how one organization has tackled health inequities in its community during the free webinar\, “Leveraging Data-Driven Tools to Advance Health Equity at Northern Light Health\,” Feb. 23\, 11 a.m.–12 p.m Central time (12:00pm-1:00 p.m. EST). \nAttendees will learn how to use analytics to pinpoint social vulnerabilities to inform health equity strategy. \nThis webinar—worth 1 ACHE Qualified Education credit—is made possible through the support of Oracle Cerner.  \nTo complete your registration\, visit https://www.ache.org/learning-center/education-and-events/events/single-session-events/zm022323 \nOn-demand Professional Development \nEarn ACHE Qualified Education credits toward FACHE®advancement or recertification when you watch educational webinars and sessions from the On-Demand Recorded Content Library. The library features more than 100 recordings on topics such as financial management; safety/quality; diversity\, equity and inclusion; strategy and innovation; workforce; and more.\nCheck out the full On-Demand Recorded Content Library here.
URL:https://achewfc.org/event/leveraging-data-driven-tools-to-advance-health-equity-at-northern-light-health/
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DTSTART;TZID=America/Los_Angeles:20230228T163000
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SUMMARY:Developing Mentoring and Coaching Skills
DESCRIPTION:Event Description: \nData has shown that mentoring programs are an effective way to offer guidance and support for healthcare executives who are entering the field or who are seeking career advancement. A mentoring relationship provides a safe environment in which those with less experience may learn from experienced executives. This panel will present a framework for the development of a mentoring program. The program will begin with a brief presentation by the moderator\, followed by remarks from each of the panelists. The program will conclude with a 30-minute question-and- answer period. \nPanelists include Lou Galdieri\, Mary Maloney & Stephanie Stringer\, featuring Jeff Younger as moderator. \n\n\n\nLocation: USF College of Public Health (13201 Bruce B Downs Blvd\, Tampa\, FL  33612): CPH 1023A \nEvent Schedule: \n4:30pm-5:00pm: Networking & Dinner \n5:00pm-6:00pm: Programming \n6:00pm-6:30pm: Q&A Session \nTo register\, go to: https://www.eventbrite.com/e/developing-mentoring-and-coaching-skills-tickets-523185240137 \n\n\n\nTopics of Discussion Include: \n\n\n\n\nVarious frameworks of mentoring\n\nWhat is a mentor?\nHow does the mentoring process work?\n\n\n\n\nExplain the differences between mentoring and coaching\nHow to identify individuals within your organization to make the mostof the mentor/protégé relationship\nThe benefits of a mentoring program\n\nMentoring internally and externally to your organization Mentor/Protégé Dyad\nBest practices\n\n\n\n\n\nHow to make the most of the professional relationship\n\nWhat to expect from the mentor\nWhat to expect from your protégé\n\n\n\n\n\n\nJeff A. Younger\, MHA\, BS\, LFACHE\, FRBMA – Moderator \nJeff Younger has served as a member of the Advisory Board for the University of South Florida College of Public Health and MHA Advisory Board for the past several years\, sharing his experience and counsel whenever possible.  He has been in the healthcare field for over 42 years\, working as a hospital executive for three facilities and the Vice President and COO of a 300 bed hospital in Chicago prior to coming to Tampa. \nBetween 1995 and 2013\, he served as the CEO of several organizations\, including a large radiology group in Tampa\, a 60+ physician MSO group\, Physicians Practice Management of Tampa Bay Inc.\, and created a teleradiology company. In 2013\, Jeff became the CEO of Preferred Radiology Alliance\, helping it grow to over 240 radiologists. Also\, he served as the COO of Academic Alliance in Dermatology\, and helped it to grow to its current size of over 24 office locations (the 3rd largest in Florida). \nJeff is a Life Fellow in the American College of Healthcare Executives\, and a past Founding Board Member-Western Florida Chapter Board\, Fellow in the Radiology Business Management Association\, and Past President and Fellow of the Radiology Business Management Association. He has a Bachelor of Business Degree from Millikin University and a Master’s Degree in Hospital and Health Administration from Xavier University. \nHe has been married to his wife for the past 41 Years\, and still lives in the Tampa Bay Area. He is the proud father of three grown children\, and grandfather to his six grandchildren. \nStephanie Stringer\, PHR – Panelist \nStephanie Stringer is an accomplished Human Resources Business Partner and Director with over thirteen years of experience in the healthcare industry. Stephanie has a passion to serve others and is focused and driven with concentration on leadership coaching\, mentoring\, team member retention and engagement\, and diversity\, equity\, and inclusion. She enjoys being a part of a solution focused company to harness the full power of the most valuable asset to an organization\, its people. \nStephanie currently serves in her role at AdventHealth Carrollwood\, where she is responsible for the strategic advancement of the human resource function. She is an alumna of The University of Alabama and spent a summer living abroad immersing herself in different cultures\, which helped shape who she is today. \nWhen Stephanie is not working\, she enjoys spending time with her spouse\, working out\, reading a good book\, binging a Netflix series\, and watching her two favorite teams play football – Roll Tide and go Bucs! \nLou Galdieri\, MHA\, BSN\, RN – Panelist \nLou Galdieri was appointed Co-Chief Operating officer for BayCare Health System on October 28\, 2022.  Prior to his promotion\, Galdieri was president of Morton Plant Hospital and market leader for BayCare Health System’s West Region since November 2018. He had served as president of Mease Countryside and Mease Dunedin hospitals since 2009. Mr. Galdieri joined Morton Plant Mease in 2000 as a part-time nurse recruiter\, advancing to director of planning and director of operations. \nMr. Galdieri began his career as a nurse more than 35 years ago. Lou earned a Master of Science degree in Health Administration from Saint Joseph’s University in Philadelphia in 1999. He received his Bachelor of Science degree in Nursing from LaSalle University in Philadelphia and a nursing diploma from the Community Medical Center School of Nursing in Scranton\, Pennsylvania. At Pennsylvania Hospital in Philadelphia\, he held a variety of leadership and nursing positions including clinical director and patient and staff relations roles. \nMr. Galdieri has previously served on multiple boards such as the Pinellas County EMS Advisory Board\, the Clearwater Free Clinic\, and both the Safety Harbor and Dunedin Chambers of Commerce. He currently serves as Incoming Chair of the Amplify Clearwater Chamber Board\, sits on the Board of Directors for MPM Health Care\, as well as the Board of Directors for the Morton Plant Mease HealthCare Foundation. Most recently\, Mr. Galdieri received the honor of being named to the 2022 City and State Florida Healthcare Power List. \nMary Maloney\, M.A. – Panelist \nMary Maloney has dedicated her life’s work to launching brands. She is a brand strategist and organizational change management thought leader specializing in the healthcare industry. Serving as a CEO and Chief Marketing Officer\, she’s led repositioning\, messaging and branding initiatives on both the client and agency side for global and iconic brands including Mercy Health System\, Penn Medicine\, Blue Cross Blue Shield\, Intuit\, Centene and The Center for Creative Leadership – Healthcare Division. She sold her first business at age 31. As principal for Revealing Genius LLC\, she works with accomplished leaders in the medical community to distinguish their personal brands using a proprietary\, trademarked process\, to effectively communicate their expertise and their “why” to rapidly fulfill their most desired career goals. Her education includes Duquesne University\, Villanova University and The Wharton School at the University of Pennsylvania. \nMore Information Coming Soon!
URL:https://achewfc.org/event/developing-mentoring-and-coaching-skills/
LOCATION:USF College of Public Health\, 13201 Bruce B Downs Blvd\, Tampa\, 33612\, United States
ORGANIZER;CN="ACHE WFC":MAILTO:communications@wfcache.org
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