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DTSTART;TZID=America/Denver:20211021T113000
DTEND;TZID=America/Denver:20211021T130000
DTSTAMP:20260609T124736
CREATED:20210913T215602Z
LAST-MODIFIED:20220302T190634Z
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SUMMARY:Reinventing Customer Service in Healthcare: Lessons Learned from the Best
DESCRIPTION:This panel has been approved for 1.5 ACHE Face-to-Face Education Credits. \n\n\n\n\n\n\n\nConsumer-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. \nJoin us for this educational panel\, which will feature the following panelists: \n\n\n\n  \nFelixia Colón\nSenior Vice President and Group Operating Officer\nSCP Health \nMegan Chavez\, MS\, FACHE\, CPXP\nVice President of the Patient\, Family and Health Plan Member Experience\nCook Children’s Health Care System \nKathi Cox\nSVP\, Integrated Experience\nTexas Health \nAlexandra Cohen\nChief Product Officer\nHeyRenee \nStephanie Wells\nDirector of Patient Experience\nMethodist Health System \n  \nREGISTER HERE\n  \nSpeakers Bios: \n  \n  \nAs Vice President of the Patient\, Family and Health Plan Member Experience at one of the largest freestanding pediatric systems in the country\, Megan Chavez leads Cook Children’s Health Care System’s experience efforts as a passionate champion of bettering the human experience and preventing emotional harm. \nFor more than 20 years\, she has served as an experience leader and advisor to several nationally top-ranked\, large healthcare systems across the country designing and leading organizational change\, high performance cultures and experience excellence. \nAs a wife\, mom of three and the primary caregiver of a chronically ill parent for 20 years\, she is also personally driven by what our patients and families experience and the opportunity to make care and caring better. \n  \nFelixia Colón\, a native of Jacksonville\, FL\, brings over 20 years of healthcare experience to her role as a Senior Vice President and Group Operating Officer with SCP Health. Ms. Colón leads SCP Health’s robust Emergency Medicine\, Hospital Medicine\, and Critical Care Medicine Practice Management services. Ms. Colón is also responsible for deploying Telehealth Solutions and overseeing eHealth implementation across the company’s core services for hospitals and health systems. She maintains oversight and overall accountability for her clients’ clinical performance\, quality care\, operational excellence\, and financial stability. \nMs. Colón has served in various roles in the healthcare field. Her background includes development of a physician outreach program with a major health insurance carrier\, managing multi-specialty and multi-site physician practices in emergency medicine\, academic hospital medicine programs\, private hospital medicine programs\, transitional care medicine\, eHealth/TeleNocturnist programs\, and post-acute practices (SNFs/LTACs). \nMs. Colón formerly served as Senior Vice President for one of the largest independent physician practices in Texas. While there\, she was responsible for the oversight of the company’s operations\, contracting\, business development\, marketing\, recruiting\, and healthcare payment reform programs\, which included CMS’ Bundled Payment Care Initiative (BPCI) Program. \nA graduate of Nova Southeastern University\, Ms. Colón holds a Master of Business Administration\, with a concentration in Management. She earned a Bachelor of Health Administration from the University of North Florida. She is also a Fellow and active member of the American College of Healthcare Executives (ACHE). She holds an elected Board of Directors position with the North Texas Chapter of ACHE and served previously as Vice-Chair for the Diversity & Inclusion Committee. \n  \nAlexandra Cohen is the Chief Product Officer at HeyRenee. She is an MPA and MBA-educated leader with 20 years of experience working on innovative solutions within the healthcare\, insurance\, and online advertising industries. Strong data strategy and management experience. Strong leadership\, strategy\, system architecture\, product management and operations expertise. Known for innovative process development\, ability to translate between technical and non-technical stakeholders\, agility in navigating organizational complexities and skill in evaluating potential projects and solutions. \n  \n  \nKathi Cox is the Senior Vice President of Integrated Experience at Texas Health Resources.  Kathi has worked in a variety of roles at Texas Health for over 28 years including hospital operations\, information technology and patient and family experience.  This diverse background has provided her a wealth of knowledge across the continuum of care that has been paramount to her current work which is to provide a seamless experience for consumers across the Texas Health ecosystem.  Kathi is a graduate of the University of Texas at Austin and holds an MBA from Western Governors University.  In her spare time you will find her playing board games with friends\, smoking meat or in the fall cheering on her Texas Longhorns or Dallas Cowboys. \n  \n  \n  \nStephanie Wells servers as the Director of Patient Experience at Methodist Health System. Stephanie leads the survey strategy\, analyzing and reporting of patient experience data\, the implementation and execution of patient experience initiatives\, as well as the evaluation and sustainment of patient experience best practices. \nStephanie spent the first ten years of her career as a critical care nurse after receiving a BS in Nursing from Texas Tech University Health Sciences Center. Stephanie’s experience as a nurse inspired her passion for improving the experiences that patients have in healthcare. She received a MS in Nursing Leadership and Innovation from Baylor University which lead to an opportunity to work in Patient Experience at MHS. \nStephanie lives in Lucas with her husband of thirteen years and two boys\, 4 and 7 years old. She enjoys wake surfing in the summer and attending her kid’s football and soccer games. \n  \nREGISTER HERE\n 
URL:https://achentx.org/event/reinventing-customer-service-in-healthcare-lessons-learned-from-the-best/
LOCATION:Virtual
ORGANIZER;CN="ACHE of North Texas":MAILTO:info@achentx.org
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BEGIN:VEVENT
DTSTART;TZID=America/Denver:20211021T153000
DTEND;TZID=America/Denver:20211021T170000
DTSTAMP:20260609T124736
CREATED:20210913T220906Z
LAST-MODIFIED:20220302T190608Z
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SUMMARY:Improving the Health Status of Your Community
DESCRIPTION:This panel has been approved for 1.5 ACHE Face-to-Face Credits.\n\n\n\n\n\n\n\n\nHealthcare organizations exist to serve the communities in which they reside. Though community health has always been a focus for these organizations\, new regulations require them to take an active role. The health of a community or geographic population has a critical impact on a healthcare organization’s planning\, operations\, financial sustainability\, outcomes and success. \n\n  \n\nJoin us for this educational panel\, which will feature the following panelists: \n\n\n\n\n  \nMark Andrew Casanova\, MD\, FAAHPM\nHospice and Palliative Medicine\nBaylor Scott & White Health \nShannon Huggins (Moderator)\nSenior Vice President\, Contract Strategy and Population Health\nMethodist Health System \nJerri A. Locke\nDirector of Healthy Aging\nMethodist Health System\, Dallas \nNiki D. Shah\, MHSA\, MBA\, CCHW\nVice President of Community Health\nBaylor Scott & White Health \nPaula Turicchi\, FACHE\nChief Strategy Officer\nParkland Community Health Plan \n  \nRegister Here\nSpeakers Bios: \n  \n  \nDr. Mark Andrew Casanova has completed board certification in Internal Medicine and Palliative Medicine. He graduated from Internal Medicine residency training in 2003\, at which time he became involved with the clinical ethics consultation service at Baylor University Medical Center (BUMC)\, and has provided numerous clinical ethics consultations since then. In 2004\, he and a team established the BUMC Palliative Care Consultation Service. Now known as the Supportive and Palliative Care Service\, the team was recognized for excellence by the American Hospital Association with a Circle of Life Citation of Honor in 2007. In 2011 Dr. Casanova took over responsibility as the Chairman of the Supportive and Palliative Care and the Institutional Ethics Committee at BUMC. In 2011 the BUMC Supportive and Palliative Care Service became the first palliative care program in Texas and one of the first 10 in the country to become Joint Commission certified. He continues to maintain a component of his general Internal Medicine practice. Dr. Casanova lectures on issues related to clinical ethics and palliative medicine\, and has also lobbied the Texas state legislature on similar topics\, on behalf of the field of medicine and patients.  Additionally\, Dr. Casanova enjoys involvement with organized medicine\, to include being the 2020 president of the Dallas County Medical Society\, as well as serving on multiple councils and committees of the Texas Medical Association. Most recently\, during the COVID-19 pandemic\, Dr. Casanova had served on a variety of advisory committees\, including at the Dallas County level\, up to the State level\, serving on the TMA COVID-19 Taskforce. \n  \nShannon Huggins is currently Senior Vice President\, Contract Strategy and Population Health for Methodist Health System. She began with Methodist in 2002 and has responsibilities for non-governmental payor contracting and relations on behalf of Methodist facilities\, joint venture organizations\, transplantation services\, Accountable Care Organization / CIN and physician groups.  Additionally she has operational responsibilities for the population health services.   She also oversees the bundled payment projects within Methodist Health System.  Shannon has designed and implemented contracting and pricing strategies for Methodist.  MPCACO has successfully achieved for Medicare over $100 million in savings for the 8 years in participating in this program – an achievement only 14 other ACOs across the nation also have.  The ACO also performed in the top quartile of ACOs who achieved savings in quality metrics. \nShannon has over 29 years of experience in contracting\, payor relations\, population health\, financial analysis and decision support.  Prior to Methodist\, Shannon served in several roles at Baylor All Saints (formerly All Saints Health System) in Ft. Worth and various roles in a profit hospital organization. She has served on various civic boards and is currently President of the Alumni Association for her alma mater the University of the Ozarks.  Civically\, she was selected to be in Leadership Dallas class of 2014.  Also\, Shannon currently serves on several Board of Directors as a representative for Methodist Health System.  She earned her BS in Marketing/Finance from University of the Ozarks and her MS in HealthCare Administration from Texas Woman’s University. \n  \nJerri A. Locke currently serves as the director of Healthy Aging at Methodist Health System in Dallas\, a position she has held for more than 20 years. Her career includes teaching elementary school\, sales and marketing at AT&T\, working with individuals with disabilities\, all which provided the foundation for her current position with Methodist. \nDuring her tenure at Methodist Health System\, she has used the opportunity to improve the health and welfare of the older adults in the community by offering a wide variety of programs. The goal of all programs is to keep the older adults engaged\, educated\, and connecting with others. \nRather than view the pandemic as a barrier\, the Methodist Generations members have had access to 30 -40 different programs each month all via Zoom. Classes have ranged from drawing to organizing to health and education presentations. \nShe recently presented at the National Council on Aging on “Isolation is Killing our Older Adults” and “Staying Relevant in a Changing Aging World”.  \nJerri is continually looking for ways to increase the number of participants by finding unique topics and services of interest to the members. Within the next five years\, she hopes to find new partners to enhance the mission of the healthcare system\, embracing the goals of the ACA\, and recognizing the challenges of a quickly growing aging society as the Baby Boomers age. \n  \nNiki D. Shah\, MHSA\, MBA\, CCHW\, is the Vice President of Community Health at Baylor Scott & White Health.  Niki is an experienced healthcare executive with the passion\, ambition and skills to transform communities and improve outcomes through innovation\, partnerships\, strategic development and focused execution. \n  \n  \n  \n  \nPaula Turicchi\, FACHE is the Chief Strategy Officer at Parkland Community Health Plan. \nParkland Community Health Plan offers Medicaid (STAR/CHIP) managed care to more than 200\,000 members in a seven-county area in and around Dallas.  In her role\, Paula strives to make a difference for patients and their families by strengthening the business of the organization through processes\, systems\, partnerships\, and new ventures. She has a passion for finding innovative ways to eliminate barriers to care\, including financial\, language\, health literacy\, and housing challenges.  She has more than 30 years of experience in the healthcare industry and previously served as the vice president of hospital operations and administrator of Women and Infant’s Specialty Health (WISH) at Parkland Health & Hospital System\, where she oversaw operations for one of the largest maternity services in the United States. In addition\, Paula was instrumental in the design and construction of the new Parkland Hospital facility and the Moody Center for Breast Health. Paula was a 2018 Texas Hospital Association Leadership Fellow and has co-authored several journal articles in collaboration with UT Southwestern physicians. She is board certified in healthcare administration by the American College of Healthcare Executives and holds a Master of Healthcare Administration from Trinity University and a Bachelor of Business Administration from the University of Arkansas. \n  \nRegister Here\n 
URL:https://achentx.org/event/improving-the-health-status-of-your-community/
LOCATION:Virtual
ORGANIZER;CN="ACHE of North Texas":MAILTO:info@achentx.org
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