Print Page   |   Contact Us   |   Sign In   |   Join NAHAM

Conference Keynotes & General Sessions
Share |


General Sessions

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 Resources

Thursday, May 15
9:00 a.m. – 11:00 a.m.


The 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.

Closing General Session: Navigating Your Course in Leadership
Friday, May 16
11:15 a.m. – 12:45 p.m.

This special 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, CHAM
Patient Access Director
Mercy Hospital – Springfield
Springfield, MO
NAHAM Immediate Past President

Elizabeth Reason, CHAM
Director Patient Access/Pre Services
Cleveland County HealthCare System
Shelby, NC
NAHAM Certification Commission Chair

Brenda Sauer, CHAM
New York Presbyterian Hospital
New York, NY
NAHAM President

Lisa Woods, MS, CHAM
Manager of Access Operations
WellSpan Health
York, PA







Sign In

Forgot your password?

Haven't joined yet?

Upcoming Events

NAHAM Webinar: Servant Leadership

4/19/2015 » 4/22/2015
NAHAM's 41st Annual Educational Conference & Exposition


© National Association of Healthcare Access Management : 2025 M Street NW, Suite 800: Washington, DC 20036 : (202) 367-1125 :