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AAOE E Learning: Creating Personal Health Experiences That Increase Patient Loyalty

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Jamie Verkamp
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Why are loyal patients worth more to your practice than satisfied patients? Join in for a lively discussion on the importance of going beyond satisfaction to create a personal, memorable health experience for each of your patients. You will hear how simple it can be to shift the attitude in your organization to better understand your patients and what they want out of their experience with you. You'll hear specific examples to demonstrate how to implement simple strategies that will turn the heat up on your traditional standards of customer service and develop loyal, referring patients. Be ready to shift your thinking and see your patient referral volumes increase by implementing these strategies to break free from the “sea of sameness” in today’s medical office.

Learning Objectives

  • Identify opportunities to create personal health experiences (and experiences with your co-workers!) that increase patient loyalty.
  • Understand how perceptions, demographics, and culture can affect patients’ ideas of “best service."
  • Utilize the S.C.O.R.E. (Smile, Connect, Observe, React, Engage) training acronym to aid in delivery of outstanding patient experiences for patients.


Jamie Verkamp's Profile

Jamie Verkamp Related seminars and products: 2


As a keynote speaker, breakout leader, facilitator, trainer, and consultant, Jamie Verkamp's passion for people has helped her energize thousands of audience members and become a nationally recognized thought leader in the healthcare industry. Her background in marketing and consumer behavior pairs well with her career-long involvement in the healthcare industry, as she's able to motivate and educate healthcare leaders to understand patient behaviors, their decision making process, what they desire from their patient experience, and what shapes their perceptions.

As Managing Partner and Chief Speaking Officer at (e)Merge, a medical growth consulting firm, Verkamp works shoulder to shoulder with medical professionals in both hospital and clinical settings to improve the patient experience and see measurable growth in clients‘ customer service efforts, referral volumes, and bottom lines. As a sought after speaker and trainer, she is privileged to share her knowledge with audiences at more than 50 events each year speaking on topics related to new marketing initiatives, the patient experience, and healthcare social media. Through her passion for writing, she has also been featured in multiple industry publications including MGMA Connexion, Medical Practice Digest, and the American Medical Association. The 2010 article for the Medical Group Management Association (MGMA) Connexion, titled “The Real Value of Social Media in Healthcare” was awarded the Edward B. Stevens Article of the Year in 2011 by MGMA and the American College of Medical Practice Executives (ACMPE).



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