Blue Forum is designed specifically for office administrators and staff. This event serves as a forum to meet with your peers, Blue Cross representatives and industry experts; learn new ways to support your practice and patients; and collaborate with others to share and discover best practices.
Joe Mull, M.Ed., CSP, speaks and writes on cultivating commitment in the workplace. His company, Joe Mull & Associates, works with organizations in more than 20 states to help their leaders become better bosses and build stronger teams.
The "Nice" Effect: The 5 Behaviors That Wow Patients and Supercharge Patient Satisfaction Scores
Patients rate their level of satisfaction based largely on the quality of the face-to-face interactions they experience across their visit. Return visits, referrals, patient compliance, health literacy and even employee retention are all impacted by the degree to which patients believe they have experienced warmth, kindness, compassion, and empathy. Research suggests that patients go so far as to rate the skill of their doctor and rate the quality of the medical care they received based on how “nice” staff are to them. The quality of one-on-one interactions between patients and personnel is the single most influential factor in patient satisfaction. When patients experience authentic caring – the belief that everyone they encounter genuinely cares for and wants to help them – they experience exceptional care...and rate it as such.
In this funny, emotional, highly interactive session, Joe teaches participants 5 specific behaviors employees must use to impact patient's perceptions of caring, kindness, and service quality. When these perceptions are influenced, patients feel respected, heard, and cared for. By using the real-world patient experiences of participants, Joe creates buy-in and motivation for wowing patients not as a job requirement, but as a moral imperative.
Kim Huey is an independent coding and reimbursement consultant, providing audits, training, and oversight of professional coding.
Developing and Implementing a Physician Audit Program
You know you need to audit, but you want to make the most of your limited resources—how do you focus on what’s most important and structure your audits for the most impact? How do you present the results so that they will make a difference?
During this presentation, she'll cover:
Why physician practices don’t audit
The benefits of an audit program
What areas should be audited
The benefits of an internal auditor versus an external auditor
The protection provided by attorney-client privilege
We will also discuss every aspect of the physician audit process from:
Timing of the audit
Choosing the auditor and the audit sample
Delivering the results for the most impact and educating the physicians
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Blue Forum is presented by:
Blue Cross and Blue Shield of Alabama is an independent licensee of the Blue Cross and Blue Shield Association.
Bizzabo is an independent company providing a virtual platform for Blue Forum.