Building a Positive Team Culture
1 hour Audio and Power Point Presentation
Recorded April 18, 2016
For decades, Nordstrom's entire employee manual was 75-words long, printed on a single index card. The core message was: Use good judgment in all situations. This empowerment of their employees has made the Nordstrom brand synonymous with customer service and has been the engine that continues to drive customer delight and loyalty. Patients are now demanding the same level of service in health care as they do in every other aspect of their lives. This session highlights how to build a performance-oriented, empowered, frontline workforce and the effect this workforce has on patients and a company.
- Identify what defines a performance oriented, empowered front line work force in urgent care
- Learn what 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
- Learn how to promote a culture of servant leadership, from the executives down to the front line
Faculty Bio: Sarah Arora, MBA
Sarah Arora is the President of the New York Market 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.
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
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
Earn 1 UCMC credit in Operations by listening to this recorded session.
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