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Improving the Patient Experience of Care

Date:Tuesday, August 17, 2021
Time:12 noon to 1:00 p.m. Central Time
Course fee:SPECIAL $99 1 HR WEBINAR
Presented by: Jan Hailey, CMC, CMIS, CMOM, CMCO

Webinar/Audio Conference FAQs

Learn the value of engaging patients throughout their healthcare journey. Studies have shown that patient experience has a direct correlation to health outcomes in addition to your bottom line. Patient’s first impressions of the clinic are formed during their first contact with the office, often over the phone. Explore how patient experience scores affect value-based contracts and see how employee satisfaction relates to the patient experience.

Join Jan Hailey for this Lunch and Learn session and improve your understanding of the metrics that drive patient experience. This will be a preview of a topic to be presented at PMI’s National Conference in December.

Gain expert tips for maximizing patient survey results in your practice and learn about the value of service recovery in healthcare.


  • The quadruple aim
  • Impact of scores on value-based contracts
  • Metrics that drive engagement
  • Maximizing survey results
  • The role of Service Recovery

Patients have become consumers who shop for services and expect the best overall experience. It is now imperative that providers and staff understand why the patient experience matters and take steps to engage the patients in their care.

Continuing Education Units (CEUs)

PMI CEU APPROVED Earn 1 PMI CEUs for attendance at this program. Practice Management Institute grants CEUs for its certified professionals based on total number of instructional hours (1 CEU per hour of classroom instruction). CEUs may be applied to annual recertification requirements, as directed in the certification renewal requirements for your credential(s).

If you are seeking CEU credits for other certifications or organizations, please contact your organization for pre-approval and credit guidelines. A certificate of attendance will be provided.

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Have you heard about PMI's TOTAL ACCESS Webinar subscription program? TOTAL ACCESS puts a full library of training in the hands of your entire staff for a monthly fee of just $249. TOTAL ACCESS is the newest way to develop your own talent, without leaving the office to attend training classes. It's also the fastest way to bring both experienced and new staff up-to-date on current issues.

Sign up now and you'll receive this webinar plus the following benefits for as long as you subscribe: access codes to all upcoming live webinars and unlimited access to the TOTAL ACCESS Library, more than 300 hours of on-demand, pre-recorded training sessions on over 100 topics relevant to medical office coding, billing, compliance, management, front desk, and much more. It's a GREAT VALUE!

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PMIMD instructor

About the Presenter

Jan Hailey has more than 20 years of experience in health care with proficiency in administration, coding, and billing roles. She joined Saint Joseph Physician Network in South Bend, Indiana as the Director of Quality in November 2015 to lead ambulatory quality initiatives and performance improvement. She works closely with providers, management, and payers to develop strategies on process improvement, gap closures, and patient experience. She leads a comprehensive interdisciplinary team across the health system. Jan also developed a documentation improvement program and is currently implementing an education program for Hierarchical Condition Category (HCC) coding in order to improve risk scores. Jan holds four professional certifications and membership with WPS Medicare's Provider Outreach and Advisory Group, Indiana Association for Healthcare Quality. Jan also serves on Practice Management Institute's National Advisory Board.

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