Online Training Course

Prod ID: 378
Optimizing the Patient Experience

Satisfied and engaged patients are most likely to achieve better outcomes, which helps your office maximize payment incentives. Learn why team engagement is essential for the Quality Payment Program (QPP) and how the patient experience affects quality measures. Create a plan to follow-up and act on negative feedback. Learn when and how to discharge patients not following their care plan.




176 min



Promote patient engagement and healthy outcomes, and improve your bottom line.

This course covers five areas:

1.  Create a patient-centric experience that promotes engagement in their own care.

2.  Involve patients and their families with surveys and clinical engagement methods.

3.  Receive tips and tools to measure patient satisfaction and boost quality performance measures.

4.  QPP / MIPS / APMs

5.  Care Compare and Public Reporting

Class Highlights

  • Learn why team engagement is essential for QPP and how the patient experience affects quality measures.
  • Define the team’s role in patient satisfaction and patient engagement as part of the overall patient experience.
  • Understand the connection between quality measures and reporting outcomes.
  • Know what is reported on Care Compare and in the PDC for doctors and clinicians. 
  • Review the impact of online ratings and measurement websites.
  • Patients and caregivers grade their experiences based on feelings, actions, and results. Learn how this correlates with performance measures.
  • Make a timeline that includes a patient experience continuum and improvement goals.
  • Discuss a plan for future gains in performance measures.
  • Create a patient survey and act on the results.
  • Establish and enforce patient discharge criteria and procedures.
  • The best way to respond to negative reviews.
  • Learn practice marketing tactics and strategies for creating and managing a social media presence for your office.

Jan Hailey


Jan Hailey has more than 30 years of experience in healthcare. She is proficient in administration, coding, and billing roles, and teaches medical office professionals around the country how to excel in their careers. Jan has also been instrumental in the development of PMI's Workforce Initiatives program. 

Jan's affinity for teaching has helped countless healthcare providers and medical office professionals over the years. During her expansive career, she has served as Director of Quality for Saint Joseph Physician Network located in Mishawaka, IN, and Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. As Care Management Director, Jan led the physician network and comprehensive interdisciplinary team across the health system working closely with providers, management, staff, community, and payers to develop strategies for process improvement, gap closures, and patient experience. She developed a documentation improvement program and a Hierarchical Condition Category (HCC) coding education program to predict future healthcare utilization by accurately reporting patient complexity.

Prior to joining Saint Joseph, Jan was the Director of Quality, Coding, and Compliance for one of the largest health systems in Northern Indiana. She has a Master of Health Leadership and four professional certifications in office management, coding, insurance processing, and compliance. She is a member of WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group.

Participants will learn that clinical quality can depend highly on patient engagement. Current payment models offer incentives for providers and hospitals that are successful in engaging patients in their care. Team engagement is essential.

This instruction will benefit anyone working with a medical office team in an outpatient setting: managers, clinicians and outpatient staff. 

Learn strategies for improving the patient experience and better understand the connection between positive effects of patient satisfaction, engagement, and medical outcomes.

As the Chief Operating Officer of a very busy GI practice, I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our practice.  Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient.

This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion.

Changing the culture to become more patient-centric involves the physicians, staff, and patients.  This course will assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan of improvement.

Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC, Chief Operating Officer 

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