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Effectively Managing People in the Urgent Care Center

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Effectively Managing People in the Urgent Care Center

Sarah Arora

1 hour recorded audio and power point 

Recorded on September 25, 2015 

For decades, Nordstrom’s entire employee manual was just 75 words long. The core message was: Use good judgment in all situations. This empowerment of employees has made the Nordstrom brand synonymous with customer service and has been the engine that drives customer delight and loyalty. 

Patients are now demanding the same level of service in healthcare as they do in every other aspect of their lives. This session will highlight what defines a performance oriented, empowered front line urgent care workforce, the elements that help achieve ownership mindset, and the effect this workforce has on patients and an organization.

Learning Objectives:

  • Define what constitutes a performance oriented, empowered front line work force in urgent care
  • Determine information and data to provide the front line so they can measure their own performance
  • Explore methods to encourage daily performance dialogues that focus on real time problem solving around concrete results
  • Determine how to create incentive structures that the team can tie to their performance in a straightforward and uncomplicated way
  • Design a plan to create a culture of servant leadership, from the executives down to the front line

Faculty Bio:

Sarah Arora is the Vice President of Operations at GoHealth Urgent Care. Sarah is passionate about creating a network of customer service oriented, technology enabled centers that serves a meaningful role in the continuum of care. Prior to joining GoHealth, she served in McKinsey & Company’s Healthcare Systems & Services practice, where she led lean operational turnarounds for multi-billion dollar health systems. Sarah also worked for healthcare IT firm Castlight Health and venture capital firm Kleiner Perkins Caufield & Byers. She holds Bachelor’s and Master’s degrees from Stanford University and an MBA with Honors from Harvard Business School. In her free time, she likes to run in Central Park and spend time with her family.

Financial Disclosure: Salaried by Go Health Urgent Care 

Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1.25 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.

Urgent Care Management Certificate (UCMC) Credit 
This course is designated for 1 credit of Human Resources towards the Urgent Care Management Certificate.

Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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