Research to Action: Real-Time Patient Experience Management in Government has Arrived

Critical to successful Patient Experience (PX) is the ability to act on patient signals rapidly. Technology and patients' lack of comfort with technology results in PX data insights not being realized timely enough to allow effective action. Reducing the time from data capture to the proactive improvement of experiences allows civilian and defense agencies to rapidly and practically transform outcomes. These comprehensive insights will enable both the provider community and their operational support staff to:

• Establish mechanisms to move the healthcare system from a reactive to a proactive state by leveraging real-time insights to enable patient and family-centered care.
• Identify immediate opportunities to improve and reinforce positive behaviors that drive ideal patient experience.
• Integrate real-time "alerting" systems that use Artificial Intelligence and Machine Learning to identify and immediately intervene in situations of critical need, such as suicide prevention, acute PTSD, quality of care, safety issues, and other high-risk situations. 

Join us for a "Research to Action: Real-Time Patient Experience Management in Government has Arrived," and hear specific examples of how award-winning healthcare systems work.

Target Audience:  Healthcare Professionals, all who are involved in the patient experience
Date: April 6, 2021
Time:   1-2 pm ET
Presenters:
Lee A. Becker, Vice President, Solutions Principal, Medallia, Inc.
Michael Moore, Senior Vice President, Ipsos
 

Bio: Lee Becker currently serves as Solutions Principal at Medallia, leading the public sector practice and supporting the healthcare practice - enabling dedicated government and healthcare teams to provide the very best experience for employees and the people they honorably serve. 

Prior to joining Medallia, Lee served over 20 years in the public sector in various strategic and operational capacities routinely called upon to lead organizational change across the spectrum of people, process, and technology. This included the development of award winning programs in customer experience at VA and co-leading the White House cross-agency goal on customer experience for government; technology modernization to include contact center and digital modernization; casualty and care coordination; and traumatic brain injury and mental health care for our Wounded Warriors, Veterans and their families.

Lee most recently served as the Chief of Staff for the Department of Veterans Affairs (VA) Veterans Experience Office - enabling the VA to improve the customer and patient experience for Veterans, families, caregivers, and survivors. He led the program development of hardwiring customer and patient experience data and insights into strategy and decision-making to provide a proactive approach in delivering the highest quality experiences in care, benefits, and memorial services.

A native of Brooklyn, New York, Lee is a Navy Veteran, former Chief Hospital Corpsman, served in various operational capacities and expeditionary platforms providing care to Marines and Sailors in support of the wars in Iraq and Afghanistan.

Lee obtained his Bachelor’s of Arts in Management from American Military University, and a Master’s of Science in Management from The Catholic University of America

Lee is also an alumni of the Federal Executive Institute - Leadership for a Democratic Society.

This webinar is sponsored by: