Wednesday, May 15
12:00 p.m. – 2:30 p.m.
For participants from academic and non-academic healthcare facilities!
Kick off your conference experience by matriculating in NAHAM University to engage in lively, dynamic discussions with your peers on wide-ranging topics suggested by participants during pre-session planning. This course is guaranteed to generate stimulating conversation and provides an unsurpassed platform to discover solutions to the issues facing participants' facilities.
Designed for patient access managers in both academic and non-academic healthcare facilities, NAHAM University is a unique forum that provides multiple perspectives on the issues and will prepare you to return to your hospital with great ideas to drive improvements in key areas.
The curriculum at NAHAM University is up to you! Individuals who pre-register will be contacted before the conference by "Dean” Pete Kraus, Business Analyst at Emory University, to determine the issues important to your role at your hospital and the questions you want to ask. Attending NAHAM University qualifies you for 2.5 NAHAM contact hours, so register today and prepare for a great collaborative learning opportunity.
This session provides a natural opportunity to begin networking with your colleagues during the conference and beyond. This is particularly helpful for first-time conference attendees!
Separate registration fee applies. Lunch is included and will be provided starting at 11:30 a.m. Register now to reserve your spot at this unique session!
Customer Service Symposium
Wednesday, May 15
2:45 p.m. – 5:00 p.m.
This special pre-conference symposium brings together thought leaders from a variety of perspectives to examine the challenges and opportunities related to Customer Service. We have assembled top-ranked presenters to provide you with this opportunity to hear multiple viewpoints and ask questions to receive the answers that will help you improve Customer Service at your hospital.
The session will contain an overview of a comprehensive Customer Service Training Program (what it looks like, how you can introduce similar program in your respective health care systems – you will receive copy of the program) as well as a "Round Robin" on the Three Most Important Customer Service Topics: hiring the right person,·building team member loyalty, and building patient loyalty.
Everyone will contribute ideas, brainstorm, and learn from one another (attendees can sit at their favorite topic table, and each table will have a facilitator). Minutes will be taken and shared with ALL attendees.
Join us for this special session.
Separate registration fee applies. Register now to reserve your spot at this popular symposium!
When Disaster Strikes!
Friday, May 17
9:00 a.m. – 11:00 a.m.
This engaging session will focus on disaster preparedness from patient access professionals who have experienced them first hand, from Hurricane Katrina to the tornadoes in Joplin to September 11. This session is free to all conference attendees.
Jeff Brossard, CHAM
Patient Access Director
Mercy Hospital – Springfield
Patient Access Director
East Jefferson General Hospital
Brenda Sauer, CHAM
New York Presbyterian Hospital
New York, NY
Saturday, May 18
11:15 a.m. – 12:30 p.m.
Ryan Estis' message is a compelling crusade on corporate culture, communication, change and preparing to thrive in the ultra-competitive, hyper connected environment we now know as the new normal. Ryan approaches the platform prepared to impact the world of work and employee/customer evangelism with powerful ideas, case study examples, in-session action planning and energy that makes the moment memorable enough to ensure meaningful outcomes. Ryan blends storytelling from his own personal experiences as a Fortune 500 Chief Strategy Officer with leading research to offer relevant content. He is the author of the popular blog passiononpurposeblog.com.
This keynote experience will review the essence of cultivating a high engagement, high performance work culture and challenge conventional leadership philosophy with emphasis on innovation and strategy that offers the audience ‘actionable content' to impact the organization immediately.
Thursday, May 16
9:00 a.m. - 10:45 a.m.
Bringing more than thirty-five years of experience to the VitalSmarts Facilitator Faculty, Stacy D. Nelson is a highly respected trainer who delivers Crucial Conversations®, Crucial Confrontations, and Influencer Training to organizations across the globe. Specializing in healthcare and leadership effectiveness, Stacy helps individuals, teams, and organizations increase organizational effectiveness, achieve bottom-line results, and become measurably more vital.
A Master Certified Trainer in Crucial Conversations, Crucial Confrontations, and Influencer Training, Stacy has extensive experience introducing and teaching these crucial skills to major organizations including BMW, Nortel, Allstate, the IRS, Massachusetts General Hospital, Loma Linda University Medical Center, and Walt Disney Company. Clients continually praise Stacy for his ability to help them achieve hard-hitting results in the areas where they need it the most. A recipient of the Zapara award for excellence in teaching, Stacy consistently receives accolades for his charismatic presentation style and highly effective training design. His experience, coupled with an engaging presentation style, has clients asking for his return again and again.
Respected in the healthcare industry, Stacy worked with Dr. James Rippe, a Harvard-trained cardiologist, in the development of a nationally recognized executive health assessment at Celebration Health.