Keith Taylor, Director of Customer Experience Management at PTP
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Keith Taylor


Director of Customer Experience Management
PTP

Check out the incredible speaker line-up to see who will be joining Keith.

Download The Latest Agenda

Patient and Employee Engagement

Sunday, June 12th, 2016


14:20 Presentation: Surviving The Omni-Channel Explosion

The explosion of new ways to interact with patients such as virtual assistants, SMS Text Response systems, and Live-Agent SOS are transforming the way you do business. We often think of Omni-channel as a new disruptive phenomenon. Disruption isn’t new, the pace of new disruptions is what’s new and different.
Learning to adapt to these new ideas and technology is critical to the success of next generation businesses. PTP will demonstrate how leaning forward to efficiently blend channels and approaches will maximize patient experience for service, assisted service and self-service.

16:10 PX Leaders Champagne Roundtable Discussions

Potential Topics
1. Surviving the omni-channel explosion
Moderator: Keith Taylor, Director of Customer Experience Management, PTP
2. The value of leadership engagement in rounding
Moderators: Sven Gierlinger, Chief Experience Officer, Northwell Health
Claudine Cangiano, Senior Director, Northwell Health
Shawn Lemerise, VP, Business Development, CipherHealth
3. Powerful leadership rounding strategies
Moderator: Christine Cunningham, Administrative Director, Office of Patient Experience, Stanford Children’s Health
4. Shared Decision Making—Lessons Learned
5. Getting beyond vouchers—effective service recovery strategies
Moderator: Lynn Charbonneau, Director, Patient Experience, Northside Hospital, HCA West Florida Division
6. Creative tools for managing high risk patient/family situations
Moderator: Mark Mendelow, Director, Patient and Family Relations, Seattle Children's Hospital
7. Tips for effective physician and nurse rounding
Moderator: Natalia Cineas, DNP, RN, NEA-BC, Adjunct Faculty, Practice Leadership & Quality, Columbia University School of Nursing, Senior Director of Nursing, Patient Care Services, Mount Sinai St. Luke’s, Mount Sinai Roosevelt
8. How do you integrate translation and interpreter services into PX?
Moderator: Christine Cassisi, Director, Patient Experience of Care, Shands Hospital, University of Florida
9. Capturing voice of the patient
Moderator: Jade Hewitt, Patient Experience Coach, Johns Hopkins Health System
10. From generalist to specialist: fitting your PX model to the type of provider
Moderator: Peggy Greco, Clinical Psychologist and Physician Consultant, Nemours Children’s Health System
11. Real or Ideal? Incorporating The “Real” Employee Narrative Into Your Patient Journey Map
Moderators: Joan Melgaard, Founder, Writer, Chief Experience Strategist, Ethnopraxis
Jean Marie Johnson, Writer, Facilitator, and Senior Experience Strategist, Ethnopraxis