Another customer service training expert serves clients as a leader in customer-focused, ambulatory care redesign consulting, with a special emphasis on improving customer satisfaction through sustainable customer service. She has served and trained hundreds of physician groups and hospital outpatient departments nationwide. She is the author of: What Works: Effective Tools & Case Studies to Improve Clinical Office Practice, the first comprehensive book on ambulatory care redesign. She also has experience as an ambulatory care manager and provider. She has presented at national conferences for the American Hospital Association, Medical Group Management Association, the Outpatient Care Institute, Press Ganey, and Healthcare America. She also publishes regularly on outpatient redesign topics.
Her highly interactive training builds practical skills for leadership and staff to achieve sustainable improvement in service experience. Proven tools enable participants to build a service experience that reflects the unique capacity of the practice of facility. Real world examples from service leaders reflect breakthrough achievements in turning patients into raving fans.
She formerly served as chief operating officer of a critical care provider organization, and as well as a manager and nurse practitioner in ambulatory care settings throughout the United States and in Africa.
Another has been dynamic at building the customer service initiative at a prestigious 8,500 staff university based healthcare system, along with training staff on successful customer service at skilled nursing facilities, radiology centers, hospices, and home health agencies. He offers extensive experience in customer service training, team building, communications, focusing on innovation and consistently meeting target objectives. Highlights of his experience include:
- Developed implementation plans for a hospital-healthcare system service performance initiative that included:
Recognition System, Patient Satisfaction, Employee Customer Service Training, Service Process Improvement, Performance Accountability, System Service Standards, and Staff Selection Process.
- Increased the overall census by 3% in five months at an Atlanta-based nursing care facility. This was achieved by creating a customer-centered environment through education, example and expectations which resulted in resident retention and increased admissions.
- Coordinated hospital and healthcare system customer service activities related to patient satisfaction measurement, education / training, and recognition / reward.
- Designed customer service training for radiology staff at a large mobile x-ray company.