Speaker Baird

Documentation & Coding for Community Health Centers
Kristen Baird,
MHA, BSN, RN, The Baird Agency
General Session | 9:40 am - 10:45 am | Salon D

Session Description:
Every customer experience comes down to people, process and place. People demon-strate behaviors that can engage and raise customer confidence or erode trust. Processes impact convenience and efficien-cy. Although processes are established behind the scenes, they become apparent through wait times, paper work and other inconveniences. Moment of truth is when your patient decides if you are what you say you are. Moments of truth include how the phone is answered, the receptionist greet-ing, the provider’s interaction and many more. Added together, a series of moments of truth become the patient experience.

Speaker Biography:
With over thirty years of experience in patient care, healthcare marketing, business development, and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. President of the Baird Group, Kristin earned a bachelor of science in Nursing from the University of Wisconsin-Madison and a master's in Health Services Administration from Cardinal Stritch University in Milwaukee, WI.

Kristin is the author of You Make the Call! Healthcare’s mandate for post-discharge follow up (Golden Lamp Press, 2012), Raising the Bar on Service Excellence: The health care leader's guide to putting passion into practice (Golden Lamp Press, 2008), Reclaiming the Passion: Stories that celebrate the essence of nursing(Golden Lamp Press, 2004), and Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (Jossey Bass and American Hospital Association Publishing, 2000).

Kristin is also the creator of "Raising the Bar on Service Excellence: Step by Step," a five-part Web series designed to help healthcare leaders implement the five essential competencies for building a service-centered culture. She has worked with hundreds of healthcare clients, including hospitals, medical practices, and long-term care facilities to improve the customer experience.

Kristin received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. Her work in Washington is consistent with her passion for excellence. She brings her talent in customer service and marketing to assist the NHSC in serving the underserved.