So You’re the New Patient Experience Leader. Now What?

Kristin Baird, President/CEO, Baird Group™

Since most organizations have not had a patient experience position in the past, there is often a steep learning curve not only for the individual but for the organization as a whole. Defining the role, forging key relationships and setting the direction for the patient experience are just a few of the key responsibilities whether stated in the job description or not. In this session, we will review the most essential actions for ensuring success while managing expectations from the C-suite to the frontline. Success and sanity lies in understanding the difference between influence and control, then learning to be an inspired, influential and systematic leader. Among the key determinants of success is the ability to set and communicate priorities aligned with the service vision. Participants will examine how to set priorities and keep their efforts on task.