CSM 2016

The Customer Experience in Health Care: The Game Changer, Part 1
Section: Women’s Health
Session Code: WH-2A-3075
Date: Friday, February 19, 2016
Time: 8:00 AM - 10:00 AM
Location: Anaheim Convention Center
Room: 204 B

Speaker(s):   Jerry Durham, MPT
  Erin Jackson
  Lisa Maczura

Session Type: Educational Sessions
Session Level: Intermediate

Customer service or customer experience is a huge, new topic for health care today. Historically these phrases were never seen as a necessary component of patient care. The Affordable Care Act (ACA) has changed all of that with the triple aim. Providers must now begin to focus on the customer. The best way to learn how to do this is to go straight to the source. This session will be presented by a leader in global customer service. What better way for an industry to learn how to embrace its customer (the patient) than to learn from someone who has made his career out of making millions of people feel welcomed, appreciated, and happy! Part 1 will take you through the terms and roadmap you must consider for a successful customer experience in health care.

Learning Objectives:
1 . Recognize the benefits of adopting a customer service program in your physical therapy setting.
2. Identify the customer experience benefits in the setting that you are in.
3. Use a roadmap as an outline for the customer experience.
4. Describe why customer experience matters in health care and how customer experience ties into the triple aim.

CEU: 0.2

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