Webinar: How Practice Leaders Can Walk the Patient Journey, Uncover Hidden Barriers, and Turn Insights into Measurable Results

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

LMGMA webinars are approved for 1.0 CE credit hour of LIVE learning from MGMA state for those attending the live session. Webinars are approved for 1.0 CE credit hour from MGMA state for on-demand listening.

LMGMA offers FREE Webinar Series as a benefit of membership. Our webinars focus on the domains of the ACMPE Body of Knowledge. These webinars are free to ALL members. To register as a non-member for a fee, please contact Kristina Romero or Join LMGMA. Recordings of webinars are available online under the Members tab on our website.