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Face to Face Friday: Reinventing Customer Service
September 10, 2021 @ 7:00 am - 8:30 am
Friday, September 10th 7am-8:30am
(1.5) ACHE Face to Face Credits
$25 ACHE Members, $30 Non-Members
Reinventing Customer Service in Healthcare: Lessons Learned from the Best
Consumer-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.
Organizational 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
Moderator:
Win Howard: Chief Executive at Asante Three Rivers Medical Center
Panelists:
Rick Chirrick: Chief of the Veterans Experience & Community Office at the VA SORCC
Audrey Page: Senior Vice President, Patient Experience Solutions at PRC
Kevin O’Boyle: Vice President, Ambulatory Care at OHSU