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Insights and Intelligence from Secret Shopping Package

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1 hour Audio and Power Point Presentation

Recorded September 24, 2015

Faculty Bio:

Kristin Baird, RN, BSN, MHS

Kristin Baird is a nationally recognized thought leader in the patient experience and service excellence. With over 35 years experience as a nurse and healthcare executive Baird is president of the Baird Group, a consulting and mystery shopping firm that helps healthcare organizations transform culture and shape the patient experience. She has authored five books and over 200 articles on customer service, leadership and employee engagement. Baird has developed a unique methodology for medical mystery shopping used in urgent care and ERs to inpatient units and home health. Baird is known as healthcare’s customer service guru. In 2009, she was appointed by the Secretary of health as an adviser for the National Health Service Corps and served through 2012.

Credit Information:

Urgent Care Management Certificate

Earn 1 UCMC credit in Marketing & Communications by listening to this recorded session.

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. 

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