Lunch with FTI | Service Retention | FTI Consulting

Lunch with FTI: Service Retention = Patient Retention

Driving Consistency in Patient Care Delivery with Improved Downstream Financial Performance

Healthcare & Life Sciences

February 26, 2019

Date: Wednesday, February 20, 2019
Length: 30 minutes

Why Attend?

While you focus on acquiring new patients, how many existing ones are migrating elsewhere? When your patients choose providers outside your health system, you lose current and potential future revenue and market share. Finding out where and why these breakdowns in physician and patient loyalty are happening is the start to slowing the leaks. Understanding the reasons, you can refine your efforts to enhance customer experience and better compete as a value-based network.

Learn About:

FTI Consulting experts will show you how to measure service leakage through analysis of referral orders, insurance claims and satisfaction surveys. You will also learn ways to manage this critical trend. Creating a patient centric brand and aligning technology, training and vision around customer experience can drive patient loyalty, market share and net revenues.

Who Should Attend?

  • Hospital Chief Executive Officers
  • Chief Operating Officers
  • Chief Information Officers
  • Chief Strategy Officers
  • Marketing and Public Relations
  • Directors and Vice Presidents of Access
  • Directors and Vice Presidents of Revenue Cycle
  • Directors and Vice Presidents of Patient Experience
  • Quality Assurance, Quality Improvement and or Six Sigma


Lisa O'Connor
Senior Managing Director
FTI Consulting Health Solutions

Lisa O’Connor is a Senior Managing Director at FTI Consulting and is based in Boston, MA. Ms. O’Connor has more than twenty years of experience in the healthcare industry. Most recently, Ms. O’Connor was the Senior Vice President of Clinical Operations and Chief Nursing Officer at Boston Medical Center where she was responsible for both the day-to-day operations and strategic planning for the clinical delivery systems. Ms. O’Connor’s experience includes labor productivity management within a unionized environment, clinical quality improvement, operations, disaster preparedness and management, supply chain, physician relationships, negotiation, regulatory compliance and other key leadership responsibilities.

Hunter Hayes
Senior Consultant
FTI Consulting Health Solutions

Hunter Hayes is a Senior Consultant at FTI Consulting-Health Solutions. Mr. Hayes has spent over 8 years in the healthcare consulting industry specializing in employed physician practice operations. He is an expert in applying data driven information that allows physician enterprise leaders to make strong management decisions. Most recently Mr. Hayes has worked as a facilitator in implementing a centralized call center for a 600+ hospital employed physician group. The project scope uses robust data analytics, standard operating procedures, omni-channel communication platforms, and advanced scheduling technologies to drive higher volume and enhance the patient experience.

Kristen Weisenberger
Senior Consultant
FTI Consulting Health Solutions

Kristen Weisenberger is a Senior Consultant at FTI Consulting and is based in Charleston, SC. She is part of the Health Solutions segment. She has more than 20 years of experience in various areas of the healthcare industry, including patient access and customer access centers, physician practice groups and healthcare technology. Ms. Weisenberger has expertise in project management, policy and procedure, and training. She effectively manages projects to meet client timelines and deliverables.

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