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Transforming a culture is often substantially more difficult than changing a business process or
information systems. The participants in this session will learn from firsthand experience what it takes
to build a culture of excellence and how this transformation can help centers become an Employer of
Choice. They will also learn how a culture transformation positively impacts critical success factors like
quality, staff and patient satisfaction, patient access and net income. In part one, participants will learn
the step-by-step approach to initiating the transformation and key performance indicators to assure
success. Key focus areas for this session will be the strategic plan and process, business intelligence
and data integrity, safety and compliance and organizational structure. Participants will learn how to
apply these early on in the transformation process to assure buy-in from all stakeholders.

The second part of this session will focus on the leadership necessary to deliver on a practice
transformation and will feature a culture roundtable. This interactive discussion will identify current
issues facing the participating centers with recommendations to help them overcome challenges. They
will also learn the importance of living the mission, vision and core values and how these impact the
culture of excellence pursuit. Finally, they will get a complete understanding of the emotional and
physical engagement necessary to commit to this transformation that will help recruit and retain the
best talent on the way to becoming an Employer of Choice.

Leadership Evaluation of the Future Heath Center Revenue and Expense Model - Health centers, and
the healthcare marketplace, are changing rapidly. Health centers are developing new models of care
based on practice transformation and the requirements of value-based care. Health centers have also
changed their infrastructure to accommodate rapid growth. Payment systems are changing; bringing
changes to the health center revenue model. This session will help the leadership anticipate how they
need to prepare their organization for the future.

People are your most valuable resource. In this session we explore the value of effective staffing at the
health center. You will learn how to align and enhance the models of care that involve different roles
and responsibilities for Front Desk, Medical Assistants, Nurses and other support staff. You will also
see examples of how some leading health centers are organizing care teams to leverage the variety of
skills in order to improve show rate and access, increase capacity utilization, increase throughput and
increase both patient and staff satisfaction.

The scheduling template is often a mismatch of staffing needs, PCMH and access requirements. It is
created by one team then passed on to your entry-level staff to “get it right” so that everyone has a
predictable and good day. This session gives hands on examples of how to create a better template,
what to consider to meet (almost) everyone’s demands, and get a schedule that works well for patients
too. Participants are encouraged to bring a blank copy (HIPAA compliant) of the schedule template, a
list of appointment types, and the rules that accompany the current schedule. You will participate in a
practical exercise to determine how and when to make changes.
You will learn how to use the template to maximize capacity utilization through dynamic schedule
management, how to anticipate and reduce no shows, increase visit numbers all while decreasing staff
and patient frustration.

This session is an introduction to creating data visualizations, graphs, and dashboard elements. No
advanced knowledge required, just a need to be able to tell a story with your data. Data visualization
can be one of the most effective ways to communicate. Whether your audience is clinicians, your
board, or your patients, using numbers to tell your story is a skill everyone can learn. Learn how and
when to use various kinds of data visualizations. The presenter will cover some fundamentals of visual
communication, why you should almost never use a pie chart, and the four most common types of
charts to tell a clear, accurate, and compelling story with your data. No fluff, just good actionable
information you can use immediately! You’ll also have access to a resource guide, created just for this
training, for more information and where to go to take a deeper dive into visual communication.

During this session, attendees will learn about HRSA’s greatly-expanded and streamlined Loan
Guarantee Program. The program is intended to assist health centers in accessing capital to expand
and modernize their physical facilities—and in so doing, provide greater access to care for patients and
augment service offerings, including primary medical care, integrated dental and behavioral health,
substance use services, vision, pharmacy and enabling services. At this session, you will learn how to
prepare for and apply to the program, as well as how to access available technical assistance resources
to assist with the planning and application process.

During this session, attendees will learn strategies and tools on developing a robust planning, and
training and exercise program that will comply with the Center for Medicare and Medicaid Services
(CMS) Emergency Preparedness Requirements. The session will cover how to: develop an emergency
operations plan to comply with the CMS requirements; develop a business continuity plan that
addresses business continuity, disaster recovery, and continuity of care after man-made and natural
disasters; develop a robust multi-year training and exercise plan; a provide a disaster scenario that
will test their Emergency Operation plan elements, design a required tabletop exercises (TTX) and a
CMS-defined community-based Full-Scale Exercises (FSXs), and complete and implement an After-
Action Report and Improvement Plan (AAR/IP). Lastly, attendees will participate in a community-based
Tabletop Exercise that will count toward one of two CMS exercise compliance requirements.