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Patient experience starts long before a visit and continues well after the bill arrives. In this tools-based, actionable session, healthcare consultant Lauren K. Harris, FACMPE, CPCO helps practice leaders see their organizations through a patient’s eyes. Using her Pillars of Practice Management framework, Lauren shares ten practical ways to “secret shop” your own practice — from online search and scheduling to check-in, billing, and follow-up.

Participants will learn how to evaluate their systems and processes in a consistent, structured way to identify meaningful opportunities for improvement. The result is a clearer view of what patients actually experience and a stronger foundation for engagement, loyalty, and long-term success.

Learning Outcomes

• See your practice the way patients experience it

• Identify friction points that affect patient satisfaction and loyalty

• Apply the Pillars of Practice Management framework to strengthen systems and achieve results

 

About our Speaker:

Lauren Harris, FACMPE, CPCO is Founder and President of Harris Healthcare Consulting.  She is passionate about independent medical practices and enjoys partnering with them to see them succeed. She has 25 years of experience honing leadership and operational skills in medical practice management with various specialties in large and small organizations.  At Harris Healthcare Consulting she collaborates with practitioners and practice leaders by providing business and operational expertise. She achieved her MGMA/ACMPE certification in 2008 and her FACMPE certification in 2013.  She is also a Certified Professional Compliance Officer - CPCO™ Certification through AAPC. She currently serves as Treasurer for the Washington State Healthcare Leaders Association.