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Behavioral Insights to the Urgent Care Consumer Package

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1 hour Audio and Power Point Presentation

Recorded September 25, 2015

In this session, we will discuss who the Urgent Care consumer is and what their expectations are for service and care. An array of strategies that differentiate urgent care companies will also be presented. In addition, we will discuss how new mobile technologies and applications can set you apart from your competitors. Lastly, we will focus on optimizing the patient experience as the most important differentiator in your market.

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.

Jean M. Hitchcock, MPA, APR, CFRE

Jean Hitchcock is a marketing and communications executive with more than 25 years in healthcare. In 2014, she left her position as vice president of Public Affairs and Marketing for MedStar Health, where she led the marketing and communications for MedStar’s services across Maryland and the Washington, D.C., region. Ms. Hitchcock joined MedStar Health from Scripps Health in San Diego, where she served as corporate vice president of Marketing and Communications and has held leadership positions with a number of organizations throughout her career, including OhioHealth and Spectrum Health. Ms. Hitchcock holds undergraduate degrees in political science and sociology from Hunter College and a Master of Public Administration from Western Michigan University. She is accredited by the Public Relations Society of America and served on the board of the Society for Healthcare Strategy & Market Development. Ms. Hitchcock has been recognized with several community awards, including the 2008 YWCA TWIN Award for Outstanding Women in Industry and the Health Care Communicators of San Diego’s 2008 Communicator of the Year.

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.  Email with questions.

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