Revolutionizing Healthcare Through Digital Health and Patient Experience!
Online
July 20-21, 2022 | 12:00pm ET
Kellie Medious
DEI Officer and Senior Director of Patient Access Operations Erie Family Health CentersKellie Medious is a results-driven and highly effective leader with 20+ years of experience in operations, business administration, customer service, building and sustaining teams and call center management. As a member of Erie Family Health Centers’ Senior Operations team, Kellie contributes to and develops strategies for organization priorities and while supporting organization’s annual action plan. Kellie has been instrumental in the leadership and redesign of the Patient Access Operations Department. She oversees over 100 of Erie’s employees including the Centralized Patient Access Center (Call Center and Triage), scheduling operations, Referrals and Reproductive Health Specialists, Telehealth Specialist, Interpreters, Quality Improvement, Workforce Management and Health Information Management teams. Kellie is also Erie’s first Diversity, Equity and Inclusion Officer. Instrumental in starting Erie’s DEI initiatives, she helped to form a DEI committee, DEI subgroups, Employee Resource Groups and DEI Training team.
Kellie spends her early mornings, late evenings and part of the weekend helping others reach their fitness goals. Kellie is an ELITE personal trainer, nutritionist coach and group exercise instructor certified through ISSA (International Sports and Science Association). She specializes in cardio kickboxing, high intensity interval training, strength and conditioning, dance fitness and bootcamps to name a few.
Kellie is married to Marlon Medious with whom they share a beautiful daughter, Genesis, who is currently attending the University of Illinois Urbana- Champaign to pursue her BFA in Dance with a minor in Business.
Day 1: July 20, 2022
2:30 PM Panel Discussion: All In – The Art of Listening and Empowering Your Staff
With the great resignation, staff burnout, and many personal challenges, it can be harder than ever to keep staff feeling valued and supported. Add to that an influx of hiring and new employees – how do you make sure you are listening and giving staff the support and tools needed to deliver excellent patient experience? Through this session, we look at strategies for listening to, investing in, and empowering your teams. Hear about strategies for:
- Building opportunities for listening and learning from your team members through task forces, formal and informal feedback gathering and more.
- Making small investments that can lead to big impacts in team wellness and satisfaction
- Exploring opportunities to empower staff to continue personal and professional growth
- Taking the opportunity to review lessons learned and bring your findings back to your teams to continue employee dialogue
Day 2: July 21, 2022
12:05 PM Keynote Panel: Equity in the Patient Experience – Bringing Your Practice into Focus
Health equity significantly impacts the patient experience, a fact that more and more institutions are recognizing and acknowledging in recent years. To better serve patients, organizations must bring health equity into focus as they design and evaluate patient experience to understand barriers and inequality in systems and to makes sure all patients can access the highest standard of care. Take some time to hear insights on the journey to improving health equity in patient experience through:
- Understanding how to bring customer expectations and customer experience into alignment
- Looking at your own patient experience practices through the lens of equity and inclusion
- Identifying barriers to care and making strategic changes to address them
- Finding where and how to improve communication with underserved patients so that the full patient experience is accurately represented and improvements can be made for those populations
- Committing to an ongoing effort to build trust with minority and underserved populations to increase retention and continually improve practice
