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Opening the Door to Creating Exceptional Customer Experiences by Engaging Operations
Presentation Resource
This session will include an overview of the lean methodologies used and operational changes made to develop a culture of service. It will also take attendees through the guest service strategy that followed.
High Touch, High Tech: Aligning Internal Workflows and Systems for Referral Growth (Advanced)
Presentation Resource
Boston Children's will share three functional perspectives "marketing, physician relations, and patient access " on reimagining the referring physician experience to drive national growth. The panelists will discuss how "Voice of the Customer" was leveraged to inform its access initiatives to deliver high-touch, technology-enabled, and streamlined service to its referring physicians.
The Naked CEO: Surveys Say CEOs Are Not Impressed with Marketing. Let's Ask "Why?"
Presentation Resource
Back by popular demand, "The Naked CEO" gives healthcare marketers a chance to grill a panel of hospital and health system executives about expectations, assumptions, and coming changes.
Observation
Guides/Reports
Definition: Watch human behavior in natural settings and assimilate learnings in order to understand decision making, needs, and motivation.
Integrative Thinking
Guides/Reports
Definition: Make meaningful connections between unrelated elements.
Price and Quality Transparency: Analyzing the Publicly Available Information for Strategic Advantage
Presentation Resource
Quantifying the Value and Impact of Physician Relations Programs: An ROI Model from Emory Healthcare
Presentation Resource
Visualizing the Future: Developing a Data-Driven Approach to Service Line Planning
Presentation Resource
Mission Health, Asheville, N.C., names hospital CEO
Also in this roundup of hospital and health system leadership changes: Franciscan Missionaries of Our Lady Health System, Baton Rouge, La., selects CEO, and Allegheny Health Network, Pittsburgh, names hospital president.