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Customer Service: The Key to a Positive Patient Experience

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Hinkle Law Firm LLC

1617 North Waterfront Parkway

Suite 400

Wichita, KS 67206

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“Customer Service…The Key to a Positive Patient Experience”

Presented by Tracy Bird, Medical Practice Advisors

Health care providers who focus on customer service may experience higher patient satisfaction scores and reduced medical liability exposure. In addition, satisfied patients may increase referrals to a health care provider resulting in improved financial performance. This program is designed to bring awareness to simple changes in behavior and communication to enhance the overall experience of the patient. Health care personnel at all levels of the organization will benefit from this presentation.

  • Understand the correlation between customer service/patient satisfaction, reduced liability exposure, and financial performance
  • Review key behaviors that are exhibited in best practices which set them apart from the others
  • Learn strategies for customer service awareness

Presenter: Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I

Tracy has over 39 years of experience in various specialties in the areas of practice operations and billing and coding, including training, communications, and policy and procedure development. She is a Fellow in the American College of Medical Practice Executives (FACMPE) and is also a Certified Professional Coder (CPC), a Certified Professional Medical Auditor (CMPA), a Certified Evaluation and Management Auditor (CEMC), as well as a Certified Professional Medical Coding Curriculum instructor (CPC-I) through the American Academy of Professional Coders (AAPC).

Tracy is past president of Greater Kansas City Medical Managers Association. She is a founder and past president of Northeast Kansas Chapter of AAPC. She is a current member of the AAPC of KC and has served on the board as education chair 2011-2012. Tracy is currently serving as the Advancement Chair for MGMA.

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Hinkle Law Firm LLC

1617 North Waterfront Parkway

Suite 400

Wichita, KS 67206

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