Speakers Express Topics - Customer Service

  • Developing Visionary Strategies for Boards
  • Ethical Challenges of Boards
  • Developing Physician Partnership Models

Bruce A. Berger,PhD., RPh

  • Managing Change
  • Managing in Chaos
  • Interpersonal Effectiveness Leadership Skills
  • Improving Treatment Adherence
  • Team Building and Outcomes
  • Communication Skills for the Health Care Leader
  • Behavioral Interventions for Health Care
  • Revitalizing Your Culture
  • Exceptional Customer Service
  • Leadership Models
  • Turnaround Strategies
  • Employee Satisfaction
  • Patient Satisfaction

Pam Bilbrey

  • Customer Service
  • Leadership & Strategy
  • Workforce Issues

David Burik

  • Drivers of Change: Implications of Current Market Forces for North Carolina Providers
  • New Rules, New Roles: Health System Leadership in the 20th Century
  • Scan of the Healthcare Environment
  • Who is the Customer?
  • Competing & Collaborating with Niche Players
  • Health Care 2000 Crisis: Danger or Opportunity
  • Moving Beyond the Historical Approach to Physician Partnerships
  • Drivers of Change: Implications of Current Market Forces for South Carolina Providers
  • Integration - Lessons Learned
  • Leadership in the New Millenium
  • The Effect of Single Specialty Carveouts on Nonprofit Health Care
  • Maximizing Product Lines in a Consumer-Driven Market

Barry C. Dorn, MD

  • Health Care Negotiation
  • Conflict Resolution

Bill G. Felkey

  • Technology Solutions
  • Health Outcomes
  • Patient-Focused Services
  • Information Systems
  • Internet
  • Practitioner Order Entry
  • E-Commerce
  • Strategic Planning
  • E-Health
  • Computer Literacy
  • Telemedicine
  • Website Development
  • PDAs
  • Enterprise Solutions
  • Bootcamps
  • Efficiency and Effectiveness
  • Point-of-Care
  • Infrastructure
  • Dispute Resolution

Paul H. Keckley, PhD

  • Evidence-based Medicine: The Basis for Care Management
  • The Quality Imperative: How Purchasers and Consumers Evaluate Care
  • Crossing the Quality Chasm: the IOM Mandate
  • The New Age of Healthcare Consumerism: New Demands, Old Expectations, Better Tools
  • The Huge and Growing Gap Between Evidence and Practice
  • Member Empowerment: Keys to Health Plan Success

John W. Kenagy, MD, MPA

  • Healthcare Strategies
  • Healthcare Operations Mgmt
  • Patient-Centered Care
  • RN Retention & Recruitment
  • Physician Leadership
  • Innovation in Healthcare
  • Building Financial Secure Healthcare Organizations
  • Financial Turn Arounds that do not cut Staff
  • Patient Satisfaction
  • Staff Satifsfaction

Fred Lee

  • Customer Service
  • Managing People
  • Disney Approach to Service
  • Leadership Effectiveness
  • Service Excellence
  • Positive Confrontation
  • Total Quality Management
  • Baldrige Award Criteria
  • Quality Improvement
  • Research on Rewards and Recognition
  • Patient Satisfaction
  • Emotional Intelligence
  • Patient Loyalty
  • Employee Motivation
  • Physician Risk Management
  • Employee Retention (Nursing)
  • Physician Marketing

Wendy Leebov, Ed.D.

  • Customer Service
  • Leadership & Strategy
  • Physician Relations
  • Workforce Issues
  • Soul at Work
  • Stress/Time Managemant
  • Patient Satisfaction

George F. Lynn

  • Customer Service
  • Future of Health Care
  • Governance
  • Quality Improvement
  • Leadership & Strategy

Scott A. Mason, DPA, FACHE

  • Strategic Planning
  • IDN Development
  • Board Development
  • Technology and Patient Safety
  • The Culture of Health Care

Peter McGinn, PhD

  • CEO/Board Relations
  • Creating and Sustaining a Culture of Performance
  • Customer Service
  • Executive Coaching: Bringing Out the Best in People
  • Facilitating Meetings and Retreats
  • Governance: Building Shared Vision and Commitment
  • Hospital/Physician Relations
  • Leadership & Strategy: Joining Vision and Action
  • Leading Others, Managing Yourself
  • Team Building & Team Leadership Skills
  • Workforce Issues 
  • Customer Service
  • Future of Health Care
  • Governance
  • Leadership & Strategy
  • Marketing Yourself
  • Getting the Right Executive Position
  • Gender Bias in Healthcare Leadership Positions

Lynn Pierce

  • Customer Service
  • Leadership & Strategy
  • Workforce Issues

Stephen E. Prather, MD. FACOG

  • Achieving Physician Engagement in the Health System Strategy
  • Motivating Physicians to Make Positive Changes in their Relationships with Other Health Care Professionals
  • Facilitating Rapid Improvement Efforts that Give Patients a Role in their Own Care
  • Leadership
  • Teamwork
  • Motivation
  • Ethics
  • Values
  • Management
  • Sales/Success
  • Parenting
  • Marketing
  • Basketball
  • Goal Setting
  • Coaching/Mentoring