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Hot Topic: Transform Patient Satisfaction & Clinical Outcomes through Quality Assurance
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Hot Topic: Transform Patient Satisfaction & Clinical Outcomes through Quality Assurance

When: Thursday, March 9, 2017
12:00-1:00 pm ET
Where: United States

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This webinar will provide clinical and non-clinical leaders and staff with an understanding of the consumer mindset in selecting healthcare and the importance patient experience plays at every juncture of the patients’ engagement with the provider, facility, staff, or extension of all three. The content and discussion will provide insight to tools and tactics at their immediate disposal within their own practices and locations to assess their department's current state and desired future vision in this regard. This webinar will provide insight to how a best in class patient experience impacts clinical outcomes, improves clinical and administrative process flows, improve productivity levels, all while yielding improved access models, improved survey results, and improved referral patterns as a result of pleased patients and referring physicians based on patient experience; setting the stage for higher levels of quality care and impact patient engagement, loyalty and partnership in the patient continuum.



Learning Objectives:

  • Provide a clear overview and methodology of how to recognize and understand the consumer driven mindset in selecting and retaining providers and facilities related to their healthcare needs and the simple immediate controllable changes providers and staff can make to meet these current and evolving demands.
  • Outline and demonstrate specific exercises and tools that can be developed and implemented within practices and clinics by the providers, clinical staff, and nonclinical staff that can immediately measure current state condition of patient experience from the perception the patient, improve patient experience survey tools the practice may currently use or be required to use (Press Gayney, CGCAHPS, etc.) making Patient Experience a key domain of quality care.
  • Provide insight and understanding of the impact each touchpoint the practice or facility has during patient’s lifecycle management has on the total perception of care and outcomes by the patient (from scheduling, to consult, to ancillary scheduling, test result communication, to follow up call or visit, to procedure, to final billing, etc.) and how to put immediate and long-term measures in place to provide visibility, coaching, management and measurement that ensure that the experience is best in class, seamless and consistent driving the best outcomes for both patient and provider.
  • Demonstrate how providers and facilities can immediately implement no-cost/low-cost programs engaging patients in the drive for higher quality care and bridge this tactics execution to the extended patient continuum.



Meet the Speaker:


Robert Jehling is a Sr. Director of Sales and Client Success of BACTES’s West Region, serving clinic and hospital clients from Texas to Alaska. He partners with his clients to drive improved access and process efficiencies inclusive of full compliance with all regulations and streamlined processes for the secure and efficient Release of Information in conjunction with Audit Services, EMR Conversion; and HBO/CBO Revenue Cycle Solutions. Prior work for Robert included 5 years as the AVP and Chief System Access and Experience Patient Experience Officer for Trinity Mother Frances Hospitals and Clinics, a top 25 Healthcare System. In this role he was responsible for working in collaboration with Hospital and Clinic leadership to create, implement, and measure new processes and concepts that drive a consistent best-in-class patient experience. He led System-wide patient access efforts, including the management of Centralized Scheduling and Insurance Verification Contact Centers (Physician1Call), as well as the System business development team and physician relations team. Robert is a graduate of the University of Pittsburgh and has over 18 years of executive leadership experience in the development and management of sales & marketing divisions, global call centers, and customer experience systems for several Fortune 100 companies, inclusive of AT&T and EFH (Energy Future Holdings).





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