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Healthcare organizations continue to face major challenges, including significant staffing
turnover and shortages that are impacting both patient access and patient experiences. It is
more important than ever for leaders to identify opportunities to provide the best patient
experience possible to retain and grow patient volumes.

This session will focus on customer service success strategies, new tools and solutions that can
be used across practices of all sizes to optimize and streamline processes and key phases of the
patient flow to decrease waste, increase standardization of work and outcomes, and improve
staff workflows and patient experience.

Learning Objectives
● Understand the importance of providing a consistent, high-quality experience for every
patient
● Identify solutions to optimize patient cycle time & decrease time for the front-office staff
and beyond
● Understand importance of a mutual accountability culture to increase efficiency, reduce
turnover and improve the patient experience
● Learn how to implement tools that mitigate redundancy and communication gaps
amongst staff, patients and providers