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Episode 46: 11 Key Ways to Improve the Patient Customer Experience in Healthcare, with Michael Pizzano

System Execution Podcast

Release Date: 09/20/2017

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After graduating in 2003 from the Pennsylvania State University with a degree in Crime, Law, and Justice Business Emphasis and completing an internship with the United States Marshals Office, Michael switched gears and put his Emergency Medical Technician (EMT) certification that he earned at Penn State University to use working at Atlantic Health System in New Jersey and becoming the Rescue Captain of the Rockaway Township Fire Department.

After a year, he began to climb the ladder within Atlantic Health System becoming the Administrative Manager of Atlantic Ambulance Corporation Air and Ground Transportation, overseeing over 250 medical professionals. He spent over 11 years growing the company from $2 million dollars and leaving valued at $44 million. During his tenure, Michael was seen as a mentor for new managers, won the Corporate Employee of the Year in 2008, Six Sigma President's Award in 2012 and was a five-time finalist for New Jersey EMS Manager of the Year.

Through his operations and growth background, Michael became a Director for Kindred Hospitals of NJ overseeing the Business Development of three hospitals in New Jersey in 2013. Michael ranked tops in the country in year over year growth for Kindred. Michael was promoted to Chief Executive Officer of Kindred Hospital of New Jersey in 2014, a position he holds today.

This past year Michael was the recipient of the Chamber of Commerce, Leader in Business Award for 2016 his hospital had one of the best years in its existence for quality, finance, efficiency, and growth. Michael has a Masters Degree from Fairleigh Dickinson University and Graduate Certificates from The University of Florida, Boston University, The University of Notre Dame, and Cornell University. Outside of his CEO job Michael is the Chairman of the Board of the American Lung Association and a Professor of Business and Healthcare Administration for both the College of St. Elizabeths and Centenary University in New Jersey.

What you’ll learn about in this episode:

  • Developing a customer experience that engenders loyalty
  • Hiring the best teams to optimize your business
  • Living and working beyond the checklist to go beyond the normal
  • Systems that can push your operations to the next level
  • Going past your goals for the day and assessing what you’ve done
  • Doing change management in the right way
  • Getting customer ratings and assessments that can grow your business
  • Putting structure around processes that leads to success

Ways to contact Michael:

 

A transcript of this episode is available here: http://systemexecution.com/improving-patient-customer-experience/