Part 1: The Power of Connections | 9 a.m. to 10:30 a.m.

In the first half of the day's programming, nationally recognized health care speaker and customer experience coach Jake Poore will explore how considering the patient's experience of care and thinking about their interactions with an organization can improve outcomes for everyone involved. For many, healthcare today is chaotic and exhausting. With all the uncertainty, leaders face employee burnout, turnover, and a workforce dealing with mental health challenges. Despite all this change and turbulence, what can behavioral health practitioners do to become better caregivers, partners, or transformational leaders? To not just survive, but thrive? It’s all about trust, and trust comes when we make connections with our teams and patients. Participants will leave this session with an increased understanding of how to improve the patient experience and patient outcomes through employee engagement. 

A former customer experience trainer for the Walt Disney World Company, Jake Poore has advised some of the nation's most respected health care organizations—including Kaiser Permanente, the Mayo Clinic, Cigna Medical Group, and the National Rehabilitation Hospital—on how to improve their patients' experience of care. Using humor, authenticity, storytelling, and more, Jake helps organizations elevate the human side of health care. Learn more about Jake Poore.