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2017 Conference Keynotes & General Sessions
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General Sessions

Participation in these sessions is included as part of your conference registration. 

Opening General Session

 Transforming Lives: The Heart and Soul of Healthcare 

Wednesday, April 26 
8:45 - 10:15 am 

Allison Massari  

Meetings & Conventions magazine lists Allison Massari as one of the top 10 best speakers for “motivation” in the United States. She was equally honored as a main platform speaker at the 2013 Million Dollar Round Table (audience of 8,600). Through her unified work as an international keynote speaker, executive coach and artist, Allison ignites vitality, rebirth and renewal to audiences worldwide. She has been featured on ABC News, NBC, FOX, and in Family Circle Magazine.

Allison Massari’s unique history provides her with an intimate understanding of demands and challenges of the medical profession, and rare insight into the integral and delicate nature of patient-centered care. Raised by her father and mother, a surgeon and a nurse, Allison spent nearly 16 years working in hospitals and medical office settings. She then experienced firsthand the essential value of receiving personalized health care from devoted, empathetic providers when she survived two life-threatening car accidents, one where she suffered second and third degree burns on over 50% of her body.  Allison shares her story of resilience, courage, and the rigorous pursuit of hope with deep appreciation and insight. It is a story of collaboration among teams of medical personnel, and how their kindness, determination, and compassion changed her life and built a foundation for healing. Allison’s life-changing keynote addresses the delicate nature of the patient-provider experience, and will inspire, invigorate, and fuel your passion for why you went into healthcare in the first place. Prepare to be taken on a journey. 


Thursday General Session
A Comprehensive Approach to Transforming the Patient Experience

Thursday, April 27 

9:00 a.m. – 11:00 a.m.


This interactive session will address three major change components in transforming the patient experience at your facility. A panel of experts will describe the role of patient access in branding the patient experience and share success stories from three points of view: the people, the processes and the systems. A facilitated Q & A will follow each presentation.

Panel presentations will include:

   Catherine Pallozzi, CHAM, Director, Patient Access, Albany Medical Center
 Customer Service to Patient Experience: The Cultural Shift
   Suzanne Lestina, CPC, FHFMA, Vice President, Revenue Cycle Innovation, Avadyne Health
 Transforming the Patient Financial Experience through Effective Benchmarking
   Paul Shorrosh, MSW, MBA, CHAM, Founder and CEO, AccuReg
 The Metrics that Drive Patient Satisfaction: How to Track, Monitor and Influence the Patient  Experience


Closing General Session
Great Leaders Help Others Act On Their Best Intentions 

Friday, April 28
11:15 - 12:45 p.m. 

Susan Keane Baker, MHA

Susan Keane Baker, MHA, is an experienced health care professional with seventeen years of experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.

Since starting her own company in 1994, Susan has spoken for groups in 48 states.

For her communications work, Susan was awarded the General Electric Circle Award and a Life Communicators Award of Excellence. She is a Certified Speaking Professional, the highest earned designation of the speaking profession. Susan is a Commissioner of the Connecticut State Commission on Medicolegal Investigations.

From 2008 – 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award.

Throughout her career, Susan has been pegged a workaholic by friends. The point was proven when she was struck by lightning while traveling to give a presentation. The speech took precedence over a visit to the emergency department. When she’s not traveling, Susan enjoys spending time on the Connecticut River with her family. 


Known for providing practical, relevant content in a dynamic and enthusiastic manner, Susan will inspire you to implement strategies that result in enhanced job and patient satisfaction.

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