Participation in these sessions is included as part of your conference registration.
Opening General Session: Jake Poore
Wednesday, May 14
9:00 a.m. – 10:30 a.m.
Creating Exceptional Patient
Experiences: It Must Be Who We Are… Not Merely What We Do
Everyone today wants to know how to
improve patient satisfaction scores and keep those scores at a high level.
However, improving the Patient Experience to drive satisfaction can no longer
be just one more initiative, side project or the stuff of an ad hoc task force:
The Patient Experience must be relevant to every team member, on every team,
throughout your organization. Delivering consistently excellent patient
experiences has to be part of your organizational DNA… a reflection of who
you are as a healthcare provider. Early in the patient experience is
access management: Are you creating the best possible first impressions?
Gathering the correct information? Setting the next team up to
create “warm welcomes”?
In this dynamic presentation, Jake
Poore, President and Chief Experience Officer of Integrated Loyalty Systems,
will share simple tools to help you weave loyalty into your operational
protocols. Jake will share the two levels of
every patient interaction and how, when those levels are balanced, trust
is established and reinforced between patients and caregivers.
This simple-but-elegant concept not only applies to individual patient
interactions… it will also impact your team huddles and meetings, how
you conduct employee one-on-ones, how you write your daily
emails — in short, it will show the value of treating employees
exactly the way you want them to treat patients.
Thursday General Session: The Joint Commission
9:00 a.m. – 11:00 a.m.
Joint Commission Resources will present on the history of the organization, the
survey process for both The Joint Commission and CMS, and patient access
services’ role in the successful completion of the surveys. You will also learn
about the new NAHAM Joint Commission Survey Toolkit and the CMS Survey Toolkit
and how they can benefit you and your facility.
General Session: Navigating Your Course in Leadership
Friday, May 16
a.m. – 12:45 p.m.
general session brings together NAHAM’s experienced leaders—both of the
association and at their facilities—to present on leadership and what it means
in the field of patient access. From conceptual applications to hard data to
case studies of leadership growth implementation at facilities, this
presentation will touch on a wide variety of practical leadership tools.
Jeff Brossard, CHAMPatient Access DirectorMercy Hospital – SpringfieldSpringfield, MONAHAM Immediate Past President
Elizabeth Reason, CHAMDirector Patient Access/Pre ServicesCleveland County HealthCare SystemShelby, NCNAHAM Certification Commission Chair
Brenda Sauer, CHAM
DirectorNew York Presbyterian HospitalNew York, NYNAHAM President
Lisa Woods, MS, CHAMManager of Access OperationsWellSpan Health