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SUMMARY:Reinventing Customer Service in Healthcare: Lessons Learned from the Best
DESCRIPTION:Another joint great event offered by the East\, North and Midwest Texas ACHE chapters. . . .the third of four panels offered this November. \n  \nThis panel has been approved for 1.5 ACHE Virtual Face-to-Face credits. \n  \nConsumer-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. \nOrganizational 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? \n  \nModerator: Paula Turicchi\, FACHE\nChief Strategy Officer\nParkland Community Health Plan \nPanelists: \nMonica Anderson\, MS\, CPXP\nValued Base Consultant\, Customer Experience Leader\nBaylor Scott and White Health Texas -East Region \nAaron Davis\, MSHA\, FACHE\, CPXP\nVice President & Chief Experience Officer\nUMC Health System \nBrandi Jaco\nDirector of Patient Experience\nCHRISTUS Trinity Clinic \n  \nSpeakers’ Bios: \n  \nMonica Anderson\, MS\, CPXP is currently a Valued Base Consultant\, Customer Experience Leader for Baylor Scott and White Health Texas -East Region. She is an experienced\, passionate and outcome -oriented healthcare leader that leverages foundation is Psychology\, Valued Based Consulting\, and Executive Transformational Healthcare Leadership. \nMonica Anderson has been a champion for cultivating and maintaining high performing teams by developing relationships of trust and respect\, as well as building unity amongst peers\, team members and organization leaders to effectively align with and support key hospital initiatives. She is qualified in both outpatient and inpatient customer experience operations\, with a proven track record of HCAHPS performance improvement. She focuses on transforming teams through awareness and engagement in action plans using Relationship Center Communication and celebrating success. \nHer clinical psychology background and experiences have assisted in her ability to lead and build effective teams\, create framework for growth\, engage team members to achieve results and adapt to the ever-changing healthcare environment to meet patient and business needs. Monica has been instrumental in forming and coaching staff on vision\, strategy\, and tactical plans for successful execution of system-wide result improvements. \n  \n \nAaron Davis\, MSHA\, FACHE\, CPXP has been with UMC Health System for 16 years. \nBeginning as a Patient Service Assistant\, Aaron progressed throughout the Health System\, first as a Health Unit Coordinator\, second a Staff Supervisor\, third a Department Director\, and now currently serves as the systems first Vice President & Chief Experience Officer. \nAaron currently oversees Patient Experience\, Corporate Marketing\, Sponsorships\, Regional Outreach\, Employee Wellness & Resilience\, Pastoral Care\, and Volunteers & Guest Services. \nAaron holds a bachelor’s in business administration from Texas Tech University\, a Master of Science in Healthcare Administration from Texas Tech Health Science Center and received his Green Belt in Lean/Six Sigma from Villanova University. Aaron is also a Fellow of the American College of Healthcare Executives. \nOver the past six years\, Aaron has organized efforts to maintain high patient experience results – achieving national rankings/awards\, from four separate comparison database organizations. Furthermore\, he has led efforts to strengthen partnerships with UMC’s surrounding regional hospitals\, visiting all 50 referring facilities annually\, ultimately leading to increased referrals and market share. \nAaron is actively involved in the community; he serves as a Board Member for Community Health Center of Lubbock and The Salvation Army. He is an active member of the Lubbock ISD Partners in Education Committee and has served for several years on the Program Review Board for the Lubbock United Way. Lastly\, but most importantly\, Aaron is passionate about his faith\, family\, and serving others. \nBrandi Jaco is a Director of Patient Experience with almost 20 years of working to help and heal the vulnerable while listening to their voices to improve processes. Brandi currently specializes in Patient Experience and leads a successful team with CHRISTUS Trinity Clinic\, that has seen marked improvement in patient loyalty\, and has led the industry by implementing a strong large-scaled service recovery program. Developing authentic relationships is the foundation of what she does both professionally and personally. Brandi spends all of her free time attending practices\, games and school events with her 3 sons and husband and serving how she can in the Children’s ministry of her church. \n  \n  \n  \n  \nPaula Turicchi\, FACHE\, is Chief Strategy Officer\, at Parkland Community Health Plan in Dallas\, Texas. The health plan serves more than 185\,000 members in Medicaid’s STAR\, CHIP\, and CHIP Perinatal programs through a network of more than 6\,000 providers and 40 facilities located in 7 counties in the Dallas service delivery area. \n  \nPreviously\, Paula served as the Vice President of Hospital Operations and Administrator of Women and Infant’s Specialty Health (WISH) at Parkland Health & Hospital System. She was instrumental in the design and construction of the New Parkland Hospital facility and the Moody Center for Breast Health. Paula played a key role in completing the System Improvement Agreement (SIA) and Corporate Integrity Agreement (CIA) from 2013 to 2018. In addition\, she chaired the Women’s Health Advisory Committee of Texas which was created by Texas’ 84th Legislature to advise the Health & Human Services Commission on consolidation of women’s health programs. \n  \nPaula was a 2018 Texas Hospital Association Leadership Fellow. She is board certified in Healthcare Administration and holds a Master’s degree in Healthcare Administration from Trinity University and Bachelor’s degree in Business Administration from the University of Arkansas in Fayetteville. \n  \nRegister Here
URL:https://acheetx.org/event/reinventing-customer-service-in-healthcare-lessons-learned-from-the-best/
LOCATION:Virtual
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SUMMARY:Disruptive Innovation in Healthcare Delivery
DESCRIPTION:Another joint great event offered by the East\, North and Midwest Texas ACHE chapters. . . .the last of four panels offered this November. \nThis panel has been approved for 1.5 ACHE Virtual Face-to-Face credits. \n  \nDisruptive innovation\, a term coined by Harvard professor Clayton M. Christensen\, is a transformative business model that leverages technology to help focus on making products and services more accessible and affordable. In healthcare delivery\, disruptive innovations have the potential to decrease costs while improving both the quality and accessibility of care. Disruptive innovations enable new applications and changes in behaviors. The current thinking with many innovators is a belief that a host of disruptive innovations would have wide implications for payers by shifting payment models to reward precision diagnostic tests and abilities of providers. Several current disruptive innovations like retail clinics\, telemedicine\, medical tourism\, and point-of-care medical payments are making a major difference in how health care is delivered. This panel will focus on the role of innovation in the medical marketplace and examples of disruptive innovations that will change lives in healthcare. \n  \nModerator: Aaron Bujnowski\, FACHE\nDirector and Integrated Delivery Network Segment Lead\nAlvarez & Marsal \nPanelists: \nBrad Prugh\nChief Executive Officer\nCare Continuity \nDr. Leslie Wainwright\nChief Funding and Innovation Officer\nParkland Center for Clinical Innovation \nDr. Stormee Williams\nVice President & Chief Health Equity Officer\nChildren’s Health System \n  \nSpeakers’ Bios: \n  \nAaron Bujnowski just recently joined Alvarez & Marsal to be their Director and Integrated Delivery Network Segment Lead. Prior to that\, he was a Director with The Chartis Group and leader of the Integrated Delivery Network (IDN) practice area. Mr. Bujnowski’s healthcare career spans over 14 years. He focuses on developing innovative enterprise strategies that enable integrated delivery networks and their leaders to create lasting competitive advantage.\n \nPrior to joining The Chartis Group\, Mr. Bujnowski was the system Chief Strategy Officer at Texas Health Resources\, where he spent nearly nine years. He was responsible for developing and implementing strategies across the entire enterprise\, including acute\, post-acute\, ambulatory\, physician\, consumer\, and value-based approaches. His experience also includes more than four years with the Boston Consulting Group (BCG)\, where he served as a core member of BCG’s strategy and health care practices. Mr. Bujnowski previously held various leadership positions in new venture development and innovation at The Dow Chemical Company for more than nine years. \nFluent in Spanish\, Mr. Bujnowski is co-inventor of six U.S. patents\, certified as a Six Sigma Black Belt and has volunteered his services through many national organizations. To name a few\, he was a Red Cross volunteer for Katrina Relief in New Orleans\, a full-time missionary and humanitarian volunteer in Chile\, South America\, and served as an executive board member for the Boy Scouts of America. He was featured in the award-winning book\, Intangibles: The Unexpected Traits of High-Performing Healthcare Leaders by Amer Kaissi\, PhD. \nMr. Bujnowski holds a master’s degree in business administration from The University of Texas at Austin\, where he graduated with the highest honors. He also holds a bachelor’s degree and a master’s degree in chemical engineering with a biomedical emphasis from Brigham Young University in Provo\, Utah\, where he graduated with honors. In 2015\, Mr. Bujnowski became a Fellow of the American College of Healthcare Executives (FACHE). \n  \nBrad Prugh joined Care Continuity in 2020 with over two decades of experience in healthcare technology\, operations\, and business development. Prior to assuming the CEO role\, Brad served as the President and Chief Operating Officer of the company. Before joining Care Continuity\, Brad held senior leadership positions at Conifer Health Solutions\, MedeAnalytics Inc\, and Perot Systems. \n  \nBrad is an accomplished leader who is passionate about using technology to help healthcare organizations improve the lives of patients. He is a strong advocate for innovation and collaboration\, and he is committed to building a culture of excellence at Care Continuity. He has a proven track record of driving revenue growth\, optimizing operations\, and delivering results for healthcare clients. \n  \nPrior to his career in healthcare technology\, Brad served as an officer in the United States Army for 5+ years\, where he honed his leadership and teamwork skills. Brad is a graduate of the United States Military Academy at West Point and holds a Master of Health Administration from Ohio University. \n  \nDr. Leslie Wainwright joined the Parkland Center for Clinical Innovation [PCCI]\, as their Chief Funding and Innovation Officer in March 2019. Prior to this role\, she oversaw RTI International’s Innovation Advisors health practice where she worked with health systems and technology developers to guide the development and adoption of impactful healthcare innovations. She has also served in executive roles at Sg2\, AVIA and Business Models Inc.\, a Dutch-based innovation consultancy. \nShe is passionate about entrepreneurship and innovation\, and has experience that spans academic research\, pharma/biotechnology and healthcare delivery. Leslie has worked with executive teams from multi-national organizations and startups alike to design growth strategies\, create alternative business models and evaluate emerging clinical and care delivery technologies. Additionally\, she has spent several years addressing innovation and how healthcare organizations build their own sustainable innovation competencies. Leslie is a frequent speaker and facilitator on the future of healthcare\, enabling technologies\, disruptive innovation and emerging business models\, both domestically and abroad. \nLeslie received her PhD in microbiology at Northwestern University\, completed postdoctoral research training at the University of Maryland’s Center for Vaccine Development and received a B.A. in Biology from DePauw University. She serves as a clinical advisor on the Board of Start-up tech companies and has served as faculty teaching strategy and innovation at Lake Forest Graduate School of Management. Additionally\, Leslie is passionate about STEM education and is in the Women’s Board of the Field Museum in Chicago\, working with the museum to expand opportunities for girls in science. \n  \nDr. Stormee Williams is the Vice President and Chief Health Equity Officer at Children’s Health System in Dallas\, Texas. She is a board-certified pediatrician who began her career in federally qualified health centers and community health clinics having a strong desire to work with underserved populations. Over the last decade\, she worked to transform the way children receive medical care through innovation and telemedicine. She helped develop the fastest-growing school-based telemedicine program and continues to work with national organizations to improve telemedicine access and quality. Dr. Williams’ work promotes health equity and strives to diminish the many disparities evident within health care. She is responsible for providing the organizational strategy around health equity\, including identifying social determinants of health and creating pathways to improve health outcomes for marginalized groups. Dr. Williams enjoys serving the community and hopes to continue her work to expand quality healthcare access to those who need it most. \n  \n  \nRegister Here
URL:https://acheetx.org/event/disruptive-innovation-in-healthcare-delivery/
LOCATION:Virtual
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