Good patient experience is not only an intrinsically valuable goal, it is also good for a practice’s bottom line. Patient experience affects profitability amid the shift to value-based and patient-centered models of care. Practices that deliver exceptional experience often demonstrate strong financial performance and efficient operations.

Topics for discussion may include:

Identifying the most impactful connections between patient experience and financial performance

How to measure, track and improve patient experience as it relates to the bottom line

Identify patient experience measures that affect financial performance

Featured Speakers

Susan Childs

Evolution Healthcare Consulting

The founder of Evolution Healthcare Consulting, Susan Childs has over 30 years of experience directly in healthcare and is a Board-Certified Fellow. Her established professionalism with trusted and proven approaches helps practices establish conscious processes and experiences that encourage and promote self-awareness, creating high performance teams.

Over time in practice, her experiences include skills related to operations, personnel, front desk collections, communication, customer service, revenue cycle, staff workshops and retreats.

Susan is also the author of an upcoming book series, “Leadership and Uncommon Sense “ including leadership and emotional intelligence, patient perception, and physician-administrator collaboration

She is a recognized national presenter for organizations such as AAP, AAOE, MGMA, ASCENT, ACC, and the AMA. Susan also served as the ACMPE Advancement Chair with MGMA.

When working with practices, Ms. Childs’ objective is to help build compassionate, accessible care while ensuring the impactful value of each staff member is recognized and valued.

Dr. Greg Hall

Associate Professor of Integrative Medical Sciences
Northeast Ohio Medical University

After graduation from Williams College in Massachusetts, Dr. Greg Hall attended the Medical College of Ohio in Toledo and completed residency in Internal Medicine at the Cleveland Clinic. He is a leader in medical education and a staunch advocate for the elimination of health disparities through targeted policy change, increased funding for urban health research and programs, cultural competency for health care practitioners in urban environments, and community engagement. In addition to seeing patients in the office and hospital, Dr. Hall is an associate professor with a dual appointment in the departments of Internal Medicine and Integrative Medical Sciences at the Northeastern Ohio Medical University. Dr. Hall was a governor-appointed member of the Ohio Commission on Minority Health and served as Chairman for many years.

Christina S. Wong

Senior Product Marketing Manager, Regulated Industries

Christina has a diverse background in regulatory affairs and marketing, and she now leads the healthcare and life sciences product marketing vertical at DocuSign. Before DocuSign, Christina began her career in the public sector where she covered healthcare issues for former California State Senator Christina Kehoe. Later, she advocated for improved local government ordinances, which her efforts contributed to the creation of one of the SF Bay Area’s largest East Bay Regional Parks. Christina’s regulatory experience also includes being a product manager at Advanced Sterilization Products, a medical device subsidiary of Johnson & Johnson. Additionally, she spent over four years as the 2nd marketing hire at a water focused tech startup that sought to bring big data to water utilities. When she isn't working, Christina goes on long urban walks with her family. Christina has a MBA from the University of Southern California and a bachelor’s degree in Environmental Policy from UC Berkeley where she graduated Magna Cum Laude.

Ron Holder

Chief Operating Officer
Medical Group Management Association (MGMA)

Ron Holder, chief operating officer of Medical Group Management Association (MGMA), brings decades of experience to his role at MGMA as a seasoned healthcare and medical practice executive. His background includes driving financial growth, leadership development, operational process improvement, increased employee engagement, and elevating patient satisfaction scores at healthcare organizations large and small. As chief operating officer, he is responsible for overseeing all of the operational and financial functions that directly impact the strategic direction of MGMA. Ron is also focused on ways in which MGMA can grow and foster innovation to meet the ever-fluctuating needs of medical practices.

Holder was most recently a Vice President of Operations at Baylor Scott & White Healthcare, the largest non-profit healthcare system in Texas and one of the largest in the nation. In this role, Holder had strategic, operational and financial executive responsibility for the practices of 235 physicians and 85 advanced practice professionals, as well as related hospital functions across 47 sites. Holder was also the service line administrator for cardiovascular services and played a large role within the oncology service line. In these roles, Ron drove significant financial improvement by focusing on organizational efficiency and effectiveness, while also improving patient and employee satisfaction. 

Previous roles for Holder include administrator for the department of surgery at Scott & White Healthcare, executive director for the Department of Anesthesiology and Perioperative Medicine and the University Anesthesiology Associates, PSC, at the University of Louisville School of Medicine and serving in progressive administrative roles at the University of Kentucky School of Medicine in the Department of Surgery.