Health Care Leadership Series: Session 2 — Exceeding Customers’ Expectations

Contact Our Team

Must register for the entire series by Friday, July 13.

Date:10/5/2018
Start Time:12:00 AM
End Time:12:00 AM
Contact Information
Additional:
Additional Information
Description:

This educational activity is jointly provided by AXIS Medical Education and MHA Health Institute.
AxisLogo_4ColorProcess MHA Health Institute Logo


Purpose

In today's changing health care environment, accepting a leadership role is far more complex than ever before. MHA Health Institute's Health Care Leadership Series is a comprehensive leadership training curriculum designed to assist hospitals in developing effective internal leaders. The series provides professional development education and tools to enhance the skills and abilities of hospital mid-level managers.


Who Should Attend

Individuals new to hospital supervisory or mid-level management positions, or individuals seeking an in-depth management educational review will benefit from the Health Care Leadership Series. Employees who are on the “leadership track,” but who are not currently in management positions, and experienced staff looking to refresh their skills, also will benefit. 


Structure

The Health Care Leadership Series consists of eight, one-day training sessions that will be held monthly on Fridays, September through May. There will be no session in December.

Registration begins at 8:30 a.m., with the program scheduled from 9 a.m. to 3:30 p.m. Sessions will be held at Courtyard by Marriott in Columbia, Mo.


Dates & Location

Session 1 — Sept. 7, 2018
Session 2 — Oct. 5, 2018
Session 3 — Nov. 16, 2018
Session 4 — Jan. 11, 2019
Session 5 — Feb. 1, 2019
Session 6 — March 1, 2019
Session 7 — April 5, 2019
Session 8 — May 3, 2019

Courtyard by Marriott
3301 Lemone Industrial Blvd.
Columbia, Mo.
573/443-8000


Registration


Register on or before Friday, July 13.

The registration fee for the Health Care Leadership Series is $995 per person (this includes all eight sessions).

The fee includes continental breakfasts, lunches, refreshments and all program materials. Class size is limited to 50 students, and registrations will be accepted on a first-come, first-served basis. A maximum of four students from each hospital will be accepted, and participants must represent clinical, ancillary and support areas.

Registration is not allowed for individual sessions. You must register for the entire series.


Attendance

Participation in the Health Care Leadership Series requires a significant time commitment from both the individual and employer. Participants must complete a minimum of six sessions to graduate. If your schedule does not allow full participation, please consider waiting until next year to apply. Only individuals accepted into the program may attend the Health Care Leadership Series. No substitutions will be permitted.


Agenda

8:30 a.m. — Registration/Continental Breakfast

9 a.m. — Program

10:30 a.m. — Break

10:45 a.m. — Program

Noon — Lunch (provided)

12:45 p.m. — Program

2 p.m. — Break

2:15 p.m. — Program

3:30 p.m. — Adjournment


Schedule

Session 1 — Sept. 7, 2018
“Achieving Performance Excellence Through Understanding Yourself and Others”

Knowing yourself and understanding your colleagues is the key to building solid professional relationships. During this session, you will identify your basic communication, decision-making and leadership style using an individual personality profile assessment. Based on the results, you’ll gain a better understanding of your work style and how to build more effective relationships. With four distinct generations in today’s workplace, you need to connect with a multigenerational workforce. Participants will learn effective tools for appreciating others’ perspectives, and understanding their behaviors and differing motivational factors.

Objectives

  • identify the strengths and limitations of behavior styles
  • describe variations in how individuals communicate
  • improve awareness of reasons for generational differences thereby improving relationships

Session 2 — Oct. 5, 2018
“Exceeding Customers’ Expectations”

Every day, we strive to satisfy our customers. Of course, sometimes that’s easier said than done. Join this interactive session to learn how you can systematically target potential customers, determine their needs, provide excellent customer service and, in return, gain their loyalty. You’ll learn various methods for listening and learning from customers, including how to segment customer groups. The speaker also will describe how to use customer responses to drive performance improvements in your hospital and encourage repeat business.

Objectives

  • describe how to use information about customer needs, requirements and expectations
  • describe why listening to customers is important
  • describe how to manage customer relationships
  • develop a process to determine customer satisfaction and loyalty

Session 3 — Nov. 16, 2018
“Developing an Effective Leadership System”

Strategic planning, including mission, vision and values, is a fundamental way in which organizations establish direction. Learn to be a leader within your organization by developing and implementing a strategic plan for your employees. During this informative session, you’ll also enhance your performance review skills and discover how to use these reviews to improve overall effectiveness.

Objectives

  • describe the key roles of leaders
  • develop performance reviews
  • discuss courageous conversations

Session 4 — Jan. 11, 2019
“Producing a High-Performing Workforce”

Let’s do it the same way we did it last year. How many times have you heard a manager say that? Too often, leaders rely on the past instead of designing work to fit your actual, current needs. This session will teach you to develop high-performance work systems using individuals, teams and natural work groups. You’ll also learn to create a performance management system and review methods for determining employee satisfaction.

Objectives

  • develop an effective work system
  • describe the importance of rewarding and recognizing employees

Session 5 — Feb. 1, 2019
“Foundations of Lean and Continuous Improvement for the Health Care Leader”

This one-day session is focused on highlighting the cultural and leadership characteristics needed to build a lean organization in health care. We also will explore the foundational meanings of “lean,” “lean system,” and “lean management system” rooted in the Toyota Way. You will walk away with key practices that can be implemented immediately to begin a continuous improvement journey in your workplace.

Objectives

  • identify cultural and leadership characteristics of a lean versus traditional organization
  • discuss the connection to the Toyota Way (Toyota Production System)
  • describe the meanings of “lean,” “lean system,” and “lean management system”
  • discuss the keys to leading in a lean organization
  • identify key practices to start implementing immediately towards a continuous improvement journey

Session 6 — March 1, 2019
“Budget and Health Care Finance Basics”

Clearly, financial processes are vital to your organization’s success. In this session, you’ll learn about basic hospital financial functions and how you contribute to your hospital’s overall financial health. Starting with the budget process, this presentation will outline the processes for basic capital and operating budgets and developing budget targets. You’ll gain an understanding of the link between budgeting, strategic planning and achieving the organization’s mission. A review of organizational cost drivers and departmental productivity measures also will be discussed.

Objectives

  • explain the roles of those involved in financial management
  • identify the components of a basic hospital financial statement
  • describe the importance of budgeting
  • identify the components of departmental performance reports
  • describe how to develop a performance dashboard for your department

Session 7 — April 5, 2019
“Facilitation Skills for Leaders”

This interactive session will focus on the importance of excellent facilitation in all group work, especially for productivity improvement. Learn the fundamentals, tools and techniques for effective facilitation before, during and after a meeting. You will have the opportunity to practice skills that enable you to set the stage for groups to work collaboratively and creatively, as well as to meet challenging productivity enhancement goals.

Objectives

  • discuss the contribution of good facilitation to group effectiveness
  • describe how planning tools help to create effective meetings that maximize group productivity
  • discuss how to use facilitation tools and techniques

Session 8 — May 3, 2019
“Health Care Environment and Resources”

The Missouri Hospital Association offers numerous resources and services to its member hospitals. During this final session, MHA staff will provide an overview of the current health care environment for Missouri’s hospitals. Current advocacy, regulatory and legal issues that directly affect your job and your hospital community will be shared, as well as information on health policy and population health.

Objectives

  • list resources available through MHA
  • describe how to become more involved in shaping health care in Missouri

Summarizing HCLS: Putting It All Together — The Essence of Leadership”

Do you confidently understand the essentials of leadership that separate a good leader from a great one? Just as important, do you understand what will derail you as a leader? What habits may be holding you back? This session challenges participants to “leave the harbor of safety and comfort” and do what leadership requires.

Objectives

  • create awareness of leadership behaviors that build/destroy relationships
  • recognize and assess your ability to create a more positive work environment

A ceremony celebrating the completion of the Health Care Leadership Series will conclude the session.


Faculty

Subject matter experts for each session will be provided by the MHA Health Institute.



Refund/Cancellation Policy

For cancellations received in writing before Friday, July 13, a full refund — minus a $50 processing fee per registrant — will be granted. Cancellations made after this date and nonattending registrants are responsible for the full registration fee. We reserve the right to cancel these programs because of inclement weather.


Hotel Reservation

Request MHA Health Institute room rate: $119 + tax
Hotel cut-off date: Reservations for overnight accommodations must be made at least 30 days before each session to receive the MHA Health Institute room rate.


Optional Class Dinners (activity for those who arrive the evening before a session)

Share a good time and good food as you network with your classmates during dinner! Meet in the hotel lobby at 6:30 p.m. the evening before each session and choose among the variety of restaurants that Columbia, Missouri has to offer. A list of restaurants will be shared at the first educational session. Evening meals are not included in the registration fee.


Continuing Education

Participants must attend the program in its entirety and complete an evaluation to receive a certificate of completion and continuing education contact hours.

Accreditation Statement
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In support of improving patient care, this activity has been planned and implemented by AXIS Medical Education and the MHA Health Institute. AXIS Medical Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.

Credit Designation

Nursing —AXIS Medical Education designates these continuing nursing education activities for 5.0 contact hours each.
Learners are advised that accredited status does not imply endorsement by the provider or ANCC of any commercial products displayed in conjunction with an activity.

All Other Participants — A certificate of attendance for 5.0 clock hours will be provided.

Requirements for Credit:

  • Attend/participate in the educational activity and review all course materials.
  • Complete the CE Declaration form online by 11:59 p.m. ET two weeks after each session. Instructions will be provided. If you do not enter the online portal by the above date, you will not be able to retrieve your statement of participation. Upon successful completion of the online form, your statement of completion will be presented to you to print.

AXIS Contact Information
For information about the accreditation of this program please contact AXIS at info@axismeded.org.

Disclosure of Conflicts of Interest
AXIS Medical Education requires instructors, planners, managers and other individuals and their spouse/life partner who are in a position to control the content of this activity to disclose any real or apparent conflict of interest they may have as related to the content of this activity. All identified conflicts of interest are thoroughly vetted by AXIS for fair balance, scientific objectivity of studies mentioned in the materials or used as the basis for content, and appropriateness of patient care recommendations.

The faculty reported the following financial relationships or relationships they or their spouse/life partner have with commercial interests related to the content of this continuing education activity:

 Name of Faculty or Presenter  Reported Financial Relationship
 Gary Golden  Nothing to disclose
 Tony Ruesing  Nothing to disclose
 Jesus Ramirez  Nothing to disclose
 Brian Jones  Nothing to disclose
 Mark Graban  Speakers Bureau: Cardinal Health
 William Ward  Nothing to disclose
 Gloria West  Nothing to disclose
 Herb Kuhn  Nothing to disclose
 Karen Hill  Pending

The planners and managers reported the following financial relationships or relationships they or their spouse/life partner have with commercial interests related to the content of this continuing education activity:

 Name of Planner/Manager  Reported Financial Relationship
 Rita F. Kay  Nothing to disclose
 Dee Morgillo, M.Ed., CHCP  Nothing to disclose
 Holly M. Hampe, D.Sc., R.N., MHA, MRM  Nothing to disclose
 Ronald Viggiani, M.D.  Nothing to disclose


Disclaimer
Participants have an implied responsibility to use the newly acquired information to enhance patient outcomes and their own professional development. The information presented in this activity is not meant to serve as a guideline for patient management. Any procedures, medications, or other courses of diagnosis or treatment discussed in this activity should not be used by clinicians without evaluation of patient conditions and possible contraindications on dangers in use, review of any applicable manufacturer’s product information, and comparison with recommendations of other authorities.

Americans With Disabilities Act
In compliance with the Americans With Disabilities Act, we will make every reasonable effort to accommodate your request. For any special requests, please contact the MHA Health Institute at 573/893-3700 before the meeting dates.