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LEADER DIALOGUE: Transforming Healthcare Financial Billing – Deep Dive

September 27, 2019 by Mike

Gwinnett Studio

LEADER DIALOGUE: Transforming Healthcare Financial Billing - Deep Dive

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In this week’s follow-up episode of “Leader Dialogue”, Jennifer, Lisa and Duffie will dig deeper into topics such as patient engagement, culture and consumerism with special guest Alan Nalle of Patientco.

Alan Nalle/Patientco

Alan Nalle is Chief Strategy Officer at Patientco, developing strategies and supporting plans for Patientco to deliver unique value to its clients. Prior to Patientco, Alan served as a Managing Director in Accenture Strategy’s Healthcare practice where he led projects addressing many of his client’s most pressing issues related to growth and innovation for leading Providers and Payers.

Patientco is a payment technology company headquartered in Atlanta, GA founded specifically to re-think the healthcare payment experience. Patientco brings world-class payment infrastructure together with intuitive consumer payment tools informed by analytics to create a superior billing experience to deliver more payments to Health Systems.

About SOAR Vision Group

The SOAR Vision Group mission is to: Align People with Purpose to Achieve Exceptional Results. SOAR provides best practice strategy execution, business process optimization services, and a structured organizational development approach for organizations to effectively implement the Baldrige Performance Excellence framework. For more information, contact SOAR Vision Group at (888) 294-3303 or visit soarvisiongroup.com.

About the Baldrige Foundation

The mission of the Baldrige Foundation is to ensure the long-term financial growth and viability of the Baldrige Performance Excellence Program, and to support organizational performance excellence in the United States and throughout the world. The Malcolm Baldrige National Quality Award is presented annually by the United States President to organizations that demonstrate quality and performance excellence. For more information, contact the Baldrige Foundation at (202) 559-9195 or visit baldrigefoundation.org.

LEADER DIALOGUE: Strategies to High Reliability – Deep Dive

September 13, 2019 by Mike

Gwinnett Studio

LEADER DIALOGUE: Strategies to High Reliability - Deep Dive

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Craig Clapper, Duffie Dixon, Lisa Counsell, Ben Sawyer

Craig Clapper joins hosts Ben, Lisa and Duffie for a “deep dive” discussion about strategies and opportunities for improvement in aiding healthcare organizations how to achieve and sustain High Reliable Organization (HRO) status and understanding how Consumerism impacts the inter-relations among quality improvement, process improvement, Baldrige Framework and high reliability in health systems.

Craig Clapper/Press Ganey

Craig Clapper is a founding partner of Healthcare Performance Improvement (HPI) and a partner in Press Ganey Transformational Advisory Services. HPI is a group that specializes in improving human performance in complex systems using evidence-based methods from high-reliability organizations. Craig has 30 years experience improving reliability in nuclear power, transportation, manufacturing, and healthcare. He specializes in cause analysis, system reliability, and safety culture transformation. Craig has led safety culture transformation engagements for Duke Energy, US Department of Energy, ABB, Westinghouse, Framatome ANP, Sentara Healthcare, and Sharp Healthcare.

Prior to being a partner in Press Ganey Transformational Services, Craig was the Chief Knowledge Officer of HPI, the Chief Operating Officer of HPI, the Chief Operating Officer of Performance Improvement International, Systems Engineering Manager for Hope Creek Nuclear Generating Station, and Systems Engineering Manager for Palo Verde Nuclear Generation Station.

Education & Certifications

Bachelor of Science in Nuclear Engineering, Iowa State University
Professional Engineer (PE) licensure in Mechanical Engineering, State of Arizona
Certified Manager of Quality and Organizational Excellence (CMQ/OE), American Society for Quality (ASQ)

About SOAR Vision Group

About the Baldrige Foundation

LEADER DIALOGUE: Thriving in the Age of Consumerism with Lee Health System

March 6, 2019 by Mike

Gwinnett Studio

LEADER DIALOGUE: Thriving in the Age of Consumerism with Lee Health System

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Lee Health System has embarked upon an accelerated Baldrige Performance Excellence journey to drive exceptional results, further expanding their position as the preferred healthcare system of choice in Southwest Florida.

Dr. Alex Daneshmand explains the origins of the Lee Health System journey, why they chose SOAR Vision Group and Danu Performance Solutions to guide and support them on this accelerated transformation journey, and the key ingredients for success.

The consumerism war is won on the battlefield of customer experience. E-commerce access to any product or service regardless of location has significantly increased the speed of competition, forcing organizations to dramatically accelerate production, delivery, and customer service processes. What organizations do not have is time. Instead, they have be able to rapidly progress from strategy to results. For some business leaders the idea of engaging in disciplined thought and action to build a sustainably competitive and differentiated organization seems untenable. The opposite is true. Now more than ever prioritized action, removing process inefficiencies, and empowering employees to act like owners in the pursuit of a customer first, zero-defect journey, is essential for survival now and sustainable success in the future.

Lee Health System understands this and has embarked upon an accelerated performance excellence journey to thrive in the Age of Consumerism.

About SOAR Vision Group

About the Baldrige Foundation

LEADER DIALOGUE: Verge Health, Safety First – Deep Dive

August 10, 2018 by Mike

Gwinnett Studio

LEADER DIALOGUE: Verge Health, Safety First - Deep Dive

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On this follow-up deep dive episode of Leader Dialogue, Verge Health VP Lisa Counsell again joins host Ben Sawyer and Duffie Dixon to unpack the related Baldrige principles. (See the Visual Baldrige, Organizational Hierarchy of Needs model below)

Listen in to learn…

The principles of effective leadership
The power of persistent curiosity and the art of the possible
How strategy should prioritize performance improvement initiatives
How to avoid becoming an organization that prioritizes the important over the urgent

About SOAR Vision Group

About the Baldrige Foundation

LEADER DIALOGUE: Performance Excellence in the Age of Consumerism – Deep Dive

June 18, 2018 by Mike

Gwinnett Studio

LEADER DIALOGUE: Performance Excellence in the Age of Consumerism - Deep Dive

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On this show, Ben and Jennifer reflect on the interview during the last show with Chuck Peck, MD President and CEO of Piedmont Athens Regional Medical Center. Dr. Peck had described for viewers the difference between a consumer and a patient, and the priority Piedmont Athens Regional Medical Center has put on their employees in order to effectively position their health system to become the preferred provider for consumers.

It is an approach outlined in the book “The Patient Comes Second”, written by Britt Berrett and Paul Spiegelman, which Dr. Peck shared had a big impact on his thinking. The outcome is that Piedmont Athens Regional has progressed from a low of 2% on the Press Ganey employee opinion survey to a high of 65% in three years, as they committed to bring all employee positions to living wage levels as well as focusing on other employee-focused initiatives.

In the deep dive, Ben and Jennifer springboard from Dr. Peck’s example describing the effective employee engagement flywheel approach, relating how this approach builds customer loyalty around the measures that matter. Other deep dive topics include a description of servant leadership, authority versus responsibility, and effective accountability.

This is a second concept-packed discussion regarding Performance Excellence in the Age of Consumerism that you will not want to miss!

About SOAR Vision Group

About the Baldrige Foundation

CLICK HERE to watch the video of this show.

LEADER DIALOGUE: Performance Excellence in the Age of Consumerism with Piedmont Athens Regional Medical Center

June 8, 2018 by Mike

Gwinnett Studio

LEADER DIALOGUE: Performance Excellence in the Age of Consumerism with Piedmont Athens Regional Medical Center

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Ben sawyer, Dr. Charles Peck, Jennifer Strahan

Performance Excellence in the Age of Consumerism is the topic on “Leader Dialogue” with guest Dr. Charles Peck, the President/CEO of Piedmont Athens Regional Medical Center.

Healthcare is transitioning from volume to value within the Age of Consumerism. This represents a seismic change for healthcare strategy and operations.

On this “Leader Dialogue” radio show, hosts Ben Sawyer and Jennifer Strahan discuss with Dr. Peck the history of consumerism and the evolving impact on health system performance. Listeners will enjoy a spirited exchange on the evolving healthcare value equation, the challenges faced by consumers and providers, and what will be required for health systems to remain competitive.

Dr. Peck shares practical insights on the approach Piedmont Athens Regional Medical Center has taken to effectively position their health system as a preferred provider for consumers.

Give a listen. You will not be disappointed!

About SOAR Vision Group

About the Baldrige Foundation

CLICK HERE to watch the video of this show.