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Insights and Intelligence from Secret Shopping Package

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<p>1 hour Audio and Power Point Presentation</p><p>Recorded September 24, 2015</p><p><strong>Faculty Bio:</strong></p><p><span style="letter-spacing: normal; background-color: rgb(252, 253, 254);">Kristin Baird, RN, BSN, MHS</span></p><p></p><div style="width: 810px; letter-spacing: normal; background-color: rgb(252, 253, 254);"><span style="letter-spacing: normal; background-color: rgb(252, 253, 254);">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.</span></div><div></div><p> </p><p><strong>Credit Information:</strong></p><p class=""><strong>Designation Statement<br></strong>The Urgent Care Association of America designates this enduring material activity for a maximum of <em>1 AMA PRA Category 1 Credit(s)TM</em>. Physicians should claim only the credit commensurate with the extent of their participation in the activity. <br><br><strong>Accreditation Statement<br></strong>This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. </p><p style="margin: 0in 0in 7.5pt;"><strong><span style="letter-spacing: 0.4pt;">Urgent Care Management Certificate </span></strong></p><p> <span style="letter-spacing: 0.4pt;">Earn 1 UCMC credit in Marketing & Communications by listening to this recorded session.</span></p><p><b style="background-color: transparent;"><span style="letter-spacing: 0.4pt;">Submitting for Credit: </span></b></p><p class="" style="margin-bottom: 7.5pt; background: none 0% 0% repeat scroll transparent;"><span style="letter-spacing: 0.4pt;">If you would like to submit for either of the credit above, once you complete the activity you must <b>submit for credit </b>you will need to complete the 5 question exam. You must answer 3 out of 5 correctly to receive credit. </span></p>
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