Missouri Chapter

American College of Healthcare Executives

Education Program



Thursday, September 23, 2021 from 7:30 AM to 9:00 AM CDT
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This is an online event. 



Pam Dykstra 
Missouri Chapter American College of Healthcare Executives 
573/893-3700 Ext. 1306 

Reinventing Customer Service in Healthcare: Lessons Learned from the Best 

Program Overview

Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.
Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on-time performance, received the fewest customer complaints and fewest mishandled bags, is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?


Kaylyn Lambert, BS, MBA
Patient Experience Manager, UnitedHealth Group


  • DeeJo Miller - Patient and Family Engagement Program Manager, with Children's Mercy Hospital
  • Christina Dempsey, MBA, MSN, BSN, ADN, CENP, CNOR, FAAN
    CNO Emerita, with Press Ganey Associates, Inc.
  • Mia Malcolm - Lead Family Partner, DEI Advisor and Facilitator, with Children's Hospital St. Louis
*This program has been developed and is presented locally by the Missouri Chapter of the American College of Healthcare Executives. This program has been approved for 1.5 Virtual Face-to-Face Education Credits.

Program Organizers

MO-ACHE Local Program Council


Kansas City Local Program Council Chair
Stacy Doyle, Ph.D., RN, MBA, NEA-BC, FACHE
Senior Vice President, Ambulatory and Physician Practice Operations
Children’s Mercy Kansas City

Southwest Local Program Council Chair

Genny Maroc, FACHE

Vice President, with CoxHealth