The Presenter:

Lauren Harris, FACMPE, CPCO
Owner, Harris Healthcare Consulting, LLC

After more than 25 years of honing her leadership and medical practice operational skills with various specialties in large and small organizations, Ms. Harris started her consulting practice in July 2020. She has since helped more than 100 clients across the country identify and solve challenges in their practices and level-up their leadership.

She is a self-described leadership nerd who loves learning and teaching. Audiences appreciate how Ms. Harris weaves her own work experiences into her highly-actionable sessions, making them more engaging, relatable and practical. She has a special passion for developing new healthcare leaders and is an active mentor and coach.

Ms. Harris achieved her MGMA/ACMPE certification in 2008 and FACMPE certification in 2013. In 2022, she received the Certified Professional Compliance Officer - CPCO™ Certification from AAPC.

Thursday General Session

How Can I Help You? Creating an Awesome Patient Experience Every Time

An interactive session for medical practice leaders, providing tips and tools for training staff.

Topic 1: What is customer service and why does it matter?

The Participant Will:

• Define customer service principles and their impact on healthcare outcomes
• Analyze the relationship between effective customer service and patient satisfaction scores
• Explain how customer service directly influences healthcare quality metrics

Topic 2: What is your role in the patient experience?

OBJECTIVES:

• Describe specific responsibilities within the patient care experience continuum
• Identify key touchpoints where staff interactions significantly impact patient satisfaction
• Demonstrate understanding of how individual roles contribute to overall patient care quality

Topic 3: Skills and behaviors of customer service experts

OBJECTIVES:

• Compare and contrast effective versus ineffective customer service behaviors in healthcare settings
• Demonstrate essential communication techniques for positive patient interactions
• Apply professional customer service skills to common healthcare scenarios

Topic 4: How to respond to a dissatisfied patient

OBJECTIVES:

• Recognize early warning signs of patient dissatisfaction
• Implement specific de-escalation techniques for managing difficult patient interactions
• Develop action plans for converting negative patient experiences into positive outcomes

Friday AM General Session

Part One - Leadership Lessons

Learn about resilience, boundaries and self-care, how, what and when to delegate, understand psychological safety, the importance of diversity, equity, inclusion and justice strategies, giving and receiving feedback, creating a culture of appreciation, and how to measure and maintain employee engagement

SESSION OBJECTIVES:

The participants will be able to:

• Describe the key components of resilience and demonstrate practical strategies for building
  resilience in themselves and their healthcare team
• Demonstrate evidence-based techniques to reduce anxiety
• Apply specific communication strategies to strengthen professional relationships and resolve
  workplace conflicts effectively
• Evaluate and implement appropriate tools for stress management and recovery
• Analyze the essential components that define effective healthcare teams
• Evaluate the unique contributions and expertise that each team member brings
• Demonstrate practical tools and strategies to foster meaningful connections within healthcare teams
• Develop and implement clear team boundaries and expectations

Friday AM Closing Session

Part Two - It’s Lonely at the Top

Define what networking is and isn't, describe the benefits of a professional network and learn how to develop and maintain one, identify new healthcare leaders to partner with for personal and professional support, identify at least one new source for professional development.

SESSION OBJECTIVES:

The participants will be able to:

• Differentiate between effective professional networking practices and common misconceptions
• Apply strategies to build and sustain meaningful professional networks
• Select and evaluate appropriate professional development resources that align with their
  professional development goals
• Design an action plan to establish partnerships with 3-4 healthcare professionals for mutual support
  and collaboration