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October 13, 2022
5:00 pm - 7:30 pm
1725 W. Harrison Street, Chicago, IL 60612
2022 CHEF October Face-to-Face Education Program and ACHE Update by Anthony A. “Tony” Armada, FACHE, Chair, ACHE
Reinventing Customer Service in Healthcare: Lessons Learned from the Best
Thursday, October 13, 2022, 5:00 – 7:30 pm
Rush University Medical Center’s Searle Conference Center
Join us on Thursday, October 13th for the CHEF October Face-to-Face Education Program, Reinventing Customer Service in Healthcare: Lessons Learned from the Best.
Our program will begin at 5:30pm with an ACHE Update by Anthony A. “Tony” Armada, FACHE, Executive Vice president and Chief Transformation Officer at Generations Healthcare Network in Lincolnwood, Ill. Armada is also the 2022-2023 Chair of the ACHE Board of Governors.
Following Armada’s presentation, our education program will focus on consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.
Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on-time performance, received the fewest customer complaints and fewest mishandled bags, is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?
Joan Kelly, EdD, MS.Ed, MBA
Partner, Strategic Consulting
Press Ganey Associates LLC
Bradley B. Kruger, MA Ed, MBA
System Vice President, Patient Experience, Volunteer Services, Global & Executive Health
Advocate Aurora Health
Debbie Gonzalez, DPH, MBA
Chief Patient Experience Officer (CXO)
Ian Jasenof, MD, FACOG, MHA, CPE
Chief Medical Officer
Mile Square Health Center, UI Health