Online Training Course

Jan Hailey MHL, CMC, CMCO, CMIS, CMOM, CMCA E/M

Jan Hailey has more than 30 years of experience in healthcare. She is proficient in administration, coding, and billing roles, and teaches medical office professionals around the country how to excel in their careers. Jan has also been instrumental in the development of PMI's Workforce Initiatives program. 

Jan's affinity for teaching has helped countless healthcare providers and medical office professionals over the years. During her expansive career, she has served as Director of Quality for Saint Joseph Physician Network located in Mishawaka, IN, and Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. As Care Management Director, Jan led the physician network and comprehensive interdisciplinary team across the health system working closely with providers, management, staff, community, and payers to develop strategies for process improvement, gap closures, and patient experience. She developed a documentation improvement program and a Hierarchical Condition Category (HCC) coding education program to predict future healthcare utilization by accurately reporting patient complexity.

Prior to joining Saint Joseph, Jan was the Director of Quality, Coding, and Compliance for one of the largest health systems in Northern Indiana. She has a Master of Health Leadership and four professional certifications in office management, coding, insurance processing, and compliance. She is a member of WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group.

This program will help front desk, billing staff, clinical staff and providers understand what drives patient satisfaction and how each staff member impacts the patient experience and serves a role in maintaining patient loyalty.

Patient experience and patient satisfaction are not the same thing. The Centers for Medicare and Medicaid Services (CMS) says patient experience surveys are sometimes mistaken for customer satisfaction surveys. Patient experience surveys should focus on how patients experience or perceive key aspects of their care, not how satisfied they were with their care. Patient surveys should help determine whether or how often a patient experienced critical aspects of health care, including communication with their doctors, understanding their medication instructions, and the coordination of their healthcare needs. They do not focus on amenities.

Every healthcare team should be focused on improving patient satisfaction scores. Attention to patient satisfaction will result in improved reimbursement, better communication with patients, and better clinical outcomes. Healthcare workers who understand how patient satisfaction affects all areas of healthcare are often the most valuable, engaged and highly satisfied employees. Patients who are satisfied with their care are more compliant with their care plans and communicate more effectively with their providers.

Self-paced online program includes an unlimited review of previously recorded instruction and the downloadable PowerPoint handout for 6 months.

Comments from past participants:

"Key points to consider while trying to improve patient satisfaction."

"Excellent training. It was very informative."

"Good information on improving patient satisfaction scores and how the team can help."