2009 Spring Conference Succeeding in Challenging...

AHRA: The Association for Medical Imaging Management

Presents

2009 Spring ConferenceSucceeding inChallenging TimesApril 14-16, 2009Sheraton New Orleans HotelNew Orleans, LA

In Collaboration With

Also Offered:The Basic Management Skills ProgramAHRA’s CRA Exam Workshop (April 14)

Spring Conf Reg brochure-final:Layout 1 12/30/2008 12:10 PM

The AHRA Leadership Institute, in conjunction with SiemensMedical Solutions, will present its 2009 Spring Conference April14-16 at the Sheraton New Orleans Hotel in New Orleans, LA.

The conference will consist of two tracks or programs:• Advanced Program—Succeeding in Challenging Times• Basic Program—Basic Management Skills

Attendees should select only one track when registering. Allparticipants are required to stay in their selected track for theduration of the conference.

In addition, AHRA will be offering the CRA Exam Workshopas a pre-conference workshop on Tuesday, April 14 (separatefee required).

Hotel InformationThe AHRA 2009 Spring Conference will be held at the SheratonNew Orleans Hotel, located in the heart of New Orleans just stepsfrom the French Quarter. To book a room, call 888-627-7033 andmention you are with the AHRA to receive the discounted rate($169 single/double plus tax). Discount rate rooms are availableuntil March 14, 2009, or until the AHRA block is sold out,whichever comes first.You may also book your hotel room onlineat http://www.starwoodmeeting.com/StarGroupsWeb/booking/reservation?id=0808123609&key=53D3A.

Continuing Education InformationAll sessions at the 2009 Spring Conference have ARRT Category A approval pending.

Attendees must be on time to a session in order to be eligiblefor CE credit. The 10-minute grace period that was in effect at prior AHRA conferences is no longer applicable. If youarrive at the session after the speaker has started, you will notbe eligible to receive credit.

AHRA’s Certified Radiology Administrator (CRA) Exam Workshop

Tuesday, April 14, 20098:00 AM-5:00 PM(Registration and breakfast 7:00 AM-8:00 AM)

The Certified Radiology Administrator (CRA) ExamWorkshop is designed to facilitate the attendees’ studyand preparation for the CRA Exam. The course reviewseach domain, or subject area, covered in the exam—fiscalmanagement, human resource management, operationsmanagement, asset management, and communicationand information management. It focuses on areas tostudy as well as provide references and direction to otherresources. Attendees should use the course to identifytheir respective areas of strength and weakness.Completion of the Exam Workshop will help channelthe attendees in their foundation of study for the CRAExam.

Breakfast and lunch are included in the registrationfee. Check www.ahraonline.org for complete schedule,descriptions and speakers.

7:00 AM-8:00 AM

Continental Breakfast

8:00 AM-9:30 AM

Test-Taking Tips and Communication/Information Management

9:30 AM-9:45 AM

Break

9:45 AM-11:15 AM

Fiscal Management

11:15 AM-12:00 PM

Lunch

12:00 PM-1:30 PM

Human Resource Management

1:30 PM-1:45 PM

Break

1:45 PM-3:15 PM

Asset Resource Management

3:15 PM-3:30 PM

Break

3:30 PM-5:00 PM

Operations Management


AHRA Leadership Institute2009 Spring Conference

and AHRA’s CRA Exam WorkshopApril 14-16, 2009

Sheraton New Orleans Hotel, New Orleans, LA

Registration Form

Registrant Information

First Name ________________________ Last Name _________________________________________

Nickname (for badge) ___________________

Title __________________________________________________________________________________

Organization ___________________________________________________________________________

Mailing Address ________________________________________________________________________

City, State, Zip __________________________________________________________________________

Phone _______________________ Fax ___________________________________

E-mail address ____________________________________ AHRA member # ______________________

Spring Conference Program Registration (select only one)

Advanced Program: Succeeding in Challenging Times, April 15-16, 2009(Includes all materials, educational sessions, lunch, continental breakfast and breaks.)� AHRA Members: $425 � Non-Members: $565

Basic Program: Basic Management Skills, April 14-16, 2009(Includes all materials, educational sessions, lunches, continental breakfasts and breaks.)� AHRA Members: $425 � Non-Members: $600 (includes one year of AHRA membership!)

Single-Day Registration(Includes educational sessions and meals for 1 day only.)Fee: � AHRA Members: $225 � Non-Members: $300Indicate Day: � Wednesday, April 15, 2009 � Thursday, April 16, 2009Indicate Program: � Advanced � Basic

AHRA Membership plus Spring Conference RegistrationNon-members can save by joining TODAY!Receive a full year of AHRA membership benefits and conference registration. This registration form will serve as your membership application. Membership is $200 without this offer.

� $600 (Includes new AHRA membership and Advanced or Basic Program registration.)Indicate Program: � Advanced � Basic

AHRA’s CRA Exam Workshop Registration (select only one)

CRA Exam Workshop Only (Tuesday, April 14, 2009)(Includes all materials, educational sessions, breakfast and lunch.)� AHRA Members: $250 � Non-Members: $275

Add CRA Exam Workshop to Advanced or Basic Program RegistrationNote: The CRA Exam Workshop and Basic Program both have sessions scheduled for April 14.(Be sure to include both your registration fees in your payment.)� AHRA Members: $100 � Non-Members: $125



AHRA Leadership Institute 2009 Spring Conferenceand AHRA’s CRA Exam Workshop

April 14-16, 2009Sheraton New Orleans Hotel, New Orleans, LA

Registration Form

Register More and Save!If your facility is sending three or more registrants, you can take 5% off the registration fee for the third and additional registrants from the same facility/organization. This discount does not apply to multiple facilities within a health system. Please provide the names of other registrants from your facility below. Each registrant must complete a registration form. NOTE: This discount is not available online.

Payment Information

Advanced Program Registration Fee $ ____________

Basic Program Registration Fee $ ____________

CRA Exam Workshop Registration Fee $ ____________

Less Multiple Registrant Discount – $ ____________

Total Amount Due $ ____________

� Check in the amount of $__________ enclosed

� Visa � Mastercard � American Express

Card Number: ______/______/______/______ Expiration Date _____/_____

Source: SP09BROCH

Remit form and payment to: AHRA, 490-B Boston Post Road, Suite 200, Sudbury, MA 01776Phone (978) 443-7591 Fax: (978) 443-8046 Toll-Free (800) 334-2472 www. ahraonline.org


Advanced Program: Succeeding in Challenging TimesSchedule of Events

Wednesday, April 15

7:00 AM-6:00 PM

Registration Open

7:00 AM-8:00 AM

Continental Breakfast with Exhibitors

7:45 AM-8:00 AM

Welcoming Remarks

8:00 AM-9:00 AM

Governmental Changes 2009: How They Impact BusinessOperations in the Coming Year Digna ReusRSVP Consulting, White Plains, NY

Attendees will leave this session with an under-standing of governmental changes for 2009. Thespeaker will give a high-level overview of howthese changes will affect imaging departmentsand how you can allow for continued growth inchanging times. The speaker will also review

new accreditation requirements and discuss new businessmodels that will work for the future of medicine.

9:15 AM-10:15 AM

Drawing a Line in the Sand: Addressing Professionalism in theWorkplace Kelli Haynes, MSRS, RT(R) Northwestern State University, Shreveport, LA

This session will discuss the importance of professionalism in the workplace. This is evidencedby the Sentinel Event Alert from the JointCommission regarding professionalism and safetyin the work environment. The Joint Commissionhas defined behaviors that undermine a culture

of safety and team effectiveness and can compromise thesafety of patients. Intimidating and disruptive behaviors areunprofessional and should not be tolerated. Leaders mustaddress disruptive behavior of individuals working at all levels of the organization. The presenter will discuss how an interdisciplinary approach should be used to establish ahospital-wide code of conduct.

10:15 AM-10:45 AM

Coffee Break with Exhibitors

10:45 AM-12:15 PM

Think Things Haven’t Changed Lately? Think Again!Melody W. Mulaik, MSHS, RCC, CPC,CPC-H, PCS, FCS,ACS-RACoding Strategies, Inc., Powder Springs, GAThis session is generously sponsored by Coding Stategies, Inc.

This session will include a discussion of key compliance concerns for all places of services,including but not limited to supervision, ABNs,physician extenders and more. Important clarifications have been published by CMS that all attendees need to know to ensure compliance

in their organizations! Quality indicators for both the hospital and physicians will be reviewed, including the latestinformation on PQRI. Sufficient time will be designatedduring the session to ensure attendees have ample opportunityto address coding questions and/or concerns.

12:15 PM-1:15 PM

Lunch with Exhibitors

Session IconsThe following icons indicate general subject areas addressedin each session.

CRA Domain IconsThe following icons are used to denote specific domains(subject areas) addressed by the Certified RadiologyAdministrator (CRA) credential examination and renewal.

AssetManagement

Human ResourceManagement

OperationsManagement

Communication andInformationManagement

FiscalManagement

Regulation/Accreditation

Imaging Centers

ProfessionalDevelopment

Electronic Imaging/PACS/Technology


1:15 PM-2:45 PM

A Toolbox for Moving from Analog to Digital Mammography Terry L. Bucknall, BA, RT(R)(M)Henry Mayo Newhall Memorial Hospital/Sheila R. VelozBreast Imaging Center, Valencia, CA

Upgrading to digital mammography takes muchplanning and investigation. This presentation willcover all aspects of the upgrade process: vendorselections, room planning, workflow management,image archiving, working with prior film screenimages, patient scheduling and marketing. It takes

a team approach to plan and organize the implementation.Communication among the team members must begin withthe first steps and a reasonable timeline with room foradjustments and possible roadblocks. Training and applica-tions must be taken seriously and planned for. Licensing,physicist inspections, charge masters and coding, and federal/state regulations must all be considered and investigatedbefore the implementation. The presenter will also sharehow buy-in from all parties involved in the implementationis necessary and how all parties must know their roles andhow their role affects the end result.

2:45 PM-3:15 PM


3:15 PM-4:45 PM

Implementing an Associate Development PlanJason C. TheadoreOhioHealth, Columbus, OH

Craig Anderson, Jr.Charis Healthcare, Hudson, OH

This session will focus on professional developmentand ways to improve the skills of your associates toassist with their career path. The speaker will review

four areas of associate development: leadership development,associate involvement, professional growth and physicianengagement. The speaker will also share a detailed individualdevelopment plan that participants can use for their ownprofessional or personal development.The speaker will alsoreview succession planning to assure the future success ofyour department.

4:45 PM-6:15 PM

Cocktail Reception with ExhibitorsGenerously sponsored by

Thursday, April 16

7:00 AM-4:30 PM

Registration Open

7:00 AM-8:00 AM


8:00 AM-9:30 AM

Interventional Radiology Revenue Cycle ManagementWendy Domke, RT, CIAThe Rybar Group, Fenton, MI

This presentation will address various steps in therevenue cycle process for interventional radiology.Topics of discussion will include the complexity of

interventional radiology coding, revenue cycle managementas it relates to the interventional radiology department, pitfallsand opportunities. Simple examples of component codingwill be reviewed with potential reimbursement loss outlinedwhen correct codes are not reported. The team approach torevenue cycle management will be explored. The advantages/disadvantages of centralized and decentralized patient accessare outlined. Consequences of inaccurate diagnosis codingboth during patient access and within the physician's dictat-ed report will be discussed. The impact of managed carecontracts on the interventional radiology revenue cycle willalso be covered, along with the charge description masterand its importance to the revenue cycle will. The presenterwill also cover charge capture audits and the importance ofthis critical step in the revenue cycle management process.Common pitfalls in interventional radiology coding will becovered along with opportunities that stem from new technology and the team approach to the revenue cycle.

9:45 AM-10:45 AM

Department Upheaval: Successfully Leading Change Managementin Preparation for Opening an Outpatient Imaging CenterPoonam Desai, MHSANorthwestern Memorial Hospital, Chicago, IL

New outpatient imaging centers are opening upacross country on what seems like a monthly basis.Many of these imaging facilities are an extensionof existing hospital radiology departments. Whenthe spotlight and attention shift from the flagshipto the satellite location, what is the true impact tothe workflow, patient experience, and operations atthe hospital? How do you ensure that the hospitalis still able to provide timely and patient-centered

care? How do engage the staff to embrace significant


workflow changes? How do you address productivity issues?This session will offer participants an overview of the out-patient imaging market from a hospital's perspective andprovide a case study of what one diagnostic imaging department did to consolidate inpatient and outpatient operations and improve workflow and productivity.

10:45 AM-11:15 AM


11:15 AM-12:15 PM

Issues and Concerns around New DICOM FunctionalityHerman Oosterwijk, MSc, MBAOTech Inc., Aubrey, TX

The connectivity of new modalities to PACS aswell as RIS systems has become rather mature.However, new DICOM functionality having amajor workflow impact is being incorporated inmany new devices. Some of this functionality hasbeen around for several years and is only now

being activated and used such as Modality PerformedProcedure Step (MPPS), storage commitment as well asimage availability. Other improvements include the availabilityof structured reports from ultrasound as well as CAD datafrom digital mammography and soon from digital chest andvirtual colonoscopy applications. In addition, new CT andMRIs are becoming available with enhanced DICOM imageoutput. These new additions in functionality require substantialworkflow changes. To prepare for these changes, it is criticalto develop a roadmap for the integration and changes inpolicies, procedures as well as workflow. It is alsoimportantto be able to document and interpret theproper specificationsfor these new modalities to minimize the department'simpact. This presentation will explain the essence of thesenew additions so that administrators can be well prepared totake on this challenge.

12:15 PM-1:15 PM


1:15 PM-3:45 PM

Create a Radiology Dashboard with Your Own Intellectual PropertyLynn McVey, BS, RTPalisades General Medical Center, North Bergen, NJ

Do you know what percentage of CTs come from yourER? What is your overtime rate? How long is your out-patient turnaround time compared to your inpatient?What is the FTE-to-productivity ratios in each of yourmodalities? Do your expenses exceed your revenues?

If you don’t know the answers to these questions, you will benefit from this session. Ifyou DO know the answers to these questions,you will LOVE this session! To have the abilityto mine data which substantiates all aspects ofyour department's operations is priceless.Participants will leave this interactive sessionwith the ability to design a custom tool box foryour own intellectual property. The goal of this

course is for attendees to leave with a basic workingdashboard, which they can build on and customize whenthey return to work.

Note: Bringing a laptop to this session is stronglyrecommended but not required.

4:00 PM-5:30 PM

Session to be announced.

Visit www.ahraonline.org for updates.

2009 Spring Conference Design Team

AHRA thanks the Spring Conference Design Teamfor its hard work and dedication:

Rick Perez, BS, RT, CRA, Design Team ChairAdministrative Director, RadiologyWinthrop University Hospital, Wantagh, NY

Wanda Coker, BHS, CRA, RT(R)(M)(MR)Radiology DirectorShriners Hospital for Children, Greenville, SC

Tony HendersonImaging SupervisorEdward Hines VA Hospital, Hines, IL

Ed Morgan, CRA, MSDirector of Radiology Services & Cardiac Cath LabNewton Medical Center, Covington, GA

Marci Paulk, RT(R) BA, MHADirector of Diagnostic ImagingDosher Memorial Hospital, Southport, NC

Gina Winters, RT(R)(MR)Quality Resource AnalystOchsner Health System, Metairie, LA


Basic Program:Basic Management Skills Schedule of Events

Tuesday, April 14

1:00 PM- 1:15 PM

Welcoming Remarks

1:15 PM - 2:15 PMVerbal Communication and Presentation SkillsJay P. Mazurowski, CRA, FAHRAConcord Hospital, Concord, NH

Communication is an essential leadership tool; if you learn to communicate well, you will bemore credible and effective. This session will

help you build your communication strengths and identifyareas of opportunity that will improve your communicationcompetence. This session will focus on several aspects ofbusiness communication. You will assess your current listening skills and learn tips for improving your ability tolisten actively. We will discuss the art of persuasion andexplore the use of hypnotic language and power words. The ability to speak confidently in a variety of business

settings is the mark of effective communicators. In thissession, you will learn a method to systematically preparematerials for presentation. We will also focus on theimportance of translating your messages for your targetaudience. You will learn to take a natural, conversationalapproach when preparing, writing and delivering a prepared text.

2:30 PM-4:00 PM

Face-to-Face CommunicationJeffrey A. Palmucci, CRAChildren's Hospital of Wisconsin, Wauwatosa, WI

Multiple factors influence successful face-to-facecommunication situations including individual personalities, word selection, body language, setting, type of meeting or interaction, location andelectronic media. Medical imaging leaders willfind themselves doing everything from listeningto employees and resolving conflicts to conductingmeetings. As “middle managers,” we find ourselves dealing with all levels of an organization.

Skills required to conduct a successful meeting or interaction, be it one-on-one or a group, are acquiredand honed with practice. The focus of this session willbe some tried and true methods in listening for meaning,knowing when to fix and when to absorb information.We will evaluate synchronous and asynchronous methodsof communication and make decisions about whichmedia are most appropriate for which settings. We willalso cover a radiology leader’s role in offering communityeducation as well as staff education. Interacting withradiologists as team members, not as adversaries, willalso be explored.

Wednesday, April 15

7:00 AM-6:00 PM

Registration Open

7:00 AM-8:00 AM


8:00 AM-9:00 AM

Introduction to Project ManagementBonni Standley, MBA, CHE, CRA, BSRT(R)(MR)Mayo Clinic, Rochester, MN

Rarely a year goes by when a medical imaging administratordoes not have a project to manage, whether it be replacinglegacy equipment or starting a new service. Regardless of

Session IconsThe following icons indicate general subject areas addressedin each session.

CRA Domain IconsThe following icons are used to denote specific domains(subject areas) addressed by the Certified RadiologyAdministrator (CRA) credential examination and renewal.

AssetManagement

Human ResourceManagement

OperationsManagement

Communication andInformationManagement

FiscalManagement

Regulation/Accreditation

Imaging Centers

ProfessionalDevelopment

Electronic Imaging/PACS/Technology


the scope of the project, its successful imple-mentation is dependent on effective projectmanagement. Some projects are organization-wide, and the medical imaging administrator willbe a member of the team; other projects are“imaging-centric"”so the administrator leads the

project. This presentation will include basic terminology and tools used to manage any project. Acase study will be presented to illustrate all the steps.

9:15 AM-10:15 AM

Budgeting for Business Management, Part 1Penny M. Olivi, MBA, RT(R), CRA, FAHRAUniversity of Maryland Medical Center, Baltimore, MD

A medical imaging administrator wears manyhats; one of which is the complicated hat ofbudgeting. In the financial world of imagingthere are many different types of budgets. Thissession will give participants an overview ofthese different types of budgets and anunderstanding of how to plan and designthem, especially the operating budget. Attendeeswill also learn about capital planning and how to

plan for staffing additions and will see several examplesof how to monitor important financial data with respectto your department of responsibility. Other topics to beaddressed include staffing analysis, productivity measures,business plans and proformas, and capital planning.

10:15 AM-10:45 AM


10:45 AM-12:15 PM

Budgeting for Business Management, Part 2Penny M. Olivi, MBA, RT(R), CRA, FAHRAUniversity of Maryland Medical Center, Baltimore, MD

12:15 PM-1:15 PM


1:15 PM-2:45 PM

Interviewing, Recruitment and RetentionSandra A. Anderson, CRA, FAHRAMemorial Hospital, Colorado Springs, CO

This session will provide participants withinsight into current challenges and solutions inthe workplace with recruitment and retention of

talent. The speaker will review procedures that help yourecruit candidates, conduct an interview, utilize behavioral-

based interviewing questions and standards of performanceto make the hire and find the right person who is a rightfit for your organization. Build a workplace that retainsand attracts good people. Participants will review samplerecruitment and retention assessment forms, behavioralbased interviewing questions, behavior standards and discuss procedures that help you clarify the work rewardvalues that motivate your team. The speaker will explorethe importance of value-added service by building relationships. Emphasis is placed on practical “peopleskills” and “principles of service excellence” that matterand make us successful leaders. Learn how to take cor-rective measures to remove obstacles and create a greatplace to work. The session stresses the importance ofcommitment, ongoing communication, and relationshipbuilding. It is easy to retain employees and keep themmotivated and productive when the leader knows how tokeep them happy and create an environment where peo-ple want to work.

2:45 PM-3:15 PM

Beverage Break with Exhibitors

3:15 PM-4:45 PM

Monitoring Employee Performance: Coaching, Counseling andPerformance ImprovementTerry A. Dowd, CRA, FAHRA, RT(R)(M)Banner Baywood Medical Center, Mesa, AZ

Monitoring employee performance is a key element in the development of a successful,engaged work force. The hiring process,

including job descriptions and setting expectations willbe discussed in this session. Matching an employee's talents with the job expectations is a critical strategy. Awell-developed orientation program enables the managerto get to know the employee's strengths and weaknesses.Coaching from the manager, preceptors and peers in formal sessions at specified intervals, as well as informalconsistent feedback, offer encouragement and facilitatetwo-way dialogue. Competency assessments, performance evaluations, colleague feedback, formalcounseling and reward strategies will be explored fornew and long-term employees.

4:45 PM-6:15 PM

Cocktail Reception with ExhibitorsGenerously sponsored by


Thursday, April 16

7:00 AM-4:30 PM

Registration Open

7:00 AM-8:00 AM


8:00 AM-9:30 AM

Introduction to Asset ManagementBonni Standley, MBA, CHE, CRA, BSRT(R)(MR)Mayo Clinic, Rochester, MN

Asset management encompasses many facets.There is replacement and purchase of additionalequipment. In conjunction, a medical imaging

manager must prepare capital budgets and justificationsto replace or add the equipment. A manager must consider construction costs, information services costs,engineering costs and service costs in the proposed purchase. Financial options must be evaluated and a manager must prioritize the capital budget for seniorleadership and/or board. Asset management includesanalyzing the useful life of the equipment and lifecyclecosts such as maintenance, service, supplies and upgrades.Benchmarking data can assist the radiology manager intheir justifications.

9:45 AM-10:45 AM

Business Writing Skills Terry A. Dowd, CRA, FAHRA, RT(R)(M)Banner Baywood Medical Center, Mesa, AZ

As imaging professionals move from clinical toleadership positions, different skills are required.A professional document is quite different fromeveryday writing. In this session, participantswill learn how to ensure that their business writing is well received and understandable. The

session will cover the five keys to successful writing aswell as how to avoid some common writing mistakes.

10:45 AM-11:15 AM


11:15 AM-12:15 PM

Developing and Implementing Operational and Regulatory ProceduresDebra A. Lopez, CRA, FAHRASanta Clara Valley Medical Center, San Jose, CA

Maintaining current policies and proceduresrequires efficient construction of complex(interdisciplinary) and simple (departmental)

policies and procedures. Due to the evolving nature ofregulations, the policies and procedures must be writtento reference the exact regulation or standard cited so itcan be updated as we are notified of changes in regulations.Some examples of mandatory regulations radiology facesare federal laws, such as the CFR 20, or the Code ofFederal Regulations that govern radiation and MQSA orthe Federal Mammography Quality Standards Act.Voluntary organizations include the Joint Commissionon Accreditation of Hospitals and Accreditation of individual modalities such as computerized tomography,magnetic resonance imaging and ultrasound by professional agencies. An example of a new voluntaryorganization is The Leapfrog Group, which has twoRadiology Standards of Practice: Practice 13, Preventionof Mislabeled Radiographs and Practice 22, Contrast-Induced Renal Failure.

Why separate policy and procedure? Policies reflect the“rules” governing the implementation of processes andprocedures represent an implementation of policy.Construction of the simple and complex policies andprocedures are usually driven by your organizationrequirements but can be customized by the owner—you?

This session will include a “how to” review of samplesimple and complex policies that will give the attendeetools to take back to their desk, including checklists. Thespeaker will also share a “roadmap” checklist indicatingcommittee trails for approval, due dates of revision andregulations, standards and any reference used are all partof an effective "driving" document. Examples will begiven on how to assure compliance to policies and procedures through monitoring and improving staff performance.

12:15 PM-1:15 PM



1:15 PM-2:45 PM

Quality ImprovementSandra A. Anderson, CRA, FAHRAMemorial Hospital, Colorado Springs, CO

Attendees will learn how to use data foracquiring equipment, improve processes, justifyteam members, as well as learn how to collect,

organize, analyze and present data. Customer service andsatisfaction has become and increasing focus in healthcare.Physicians and their patients are looking at healthcareproviders for a positive patient experience. The customerfocus is growing in relevance to the patients visit. Thechallenge of continuously improving is more importantthan ever. Identifying your customers to create a pleasantexperience as well as positive patient outcomes is thenew challenge. The healthcare industry has recognizedthat physicians and patients have a choice of where theygo for care. How does your facility become more desirablethan the others? One answer is an all-encompassing lookat the customer's total experience, start to finish. Key toaddressing their needs is continuous assessment of critical customer satisfiers. Knowing how to recognize,evaluate and implement change to meet your customers’needs is critical. Understanding the need is only part ofthe answer; implementation is the differentiator.Continuous improvement and change is a necessity tosuccess. Breaking down the process into small tangibletasks that can improve the patient experience will giveyou the competitive edge in pursuit of customer serviceexcellence.

3:00 PM-4:00 PM

Art of NegotiationDebra A. Lopez, CRA, FAHRASanta Clara Valley Medical Center, San Jose, CA

This session will define what negotiation is anddescribe situations where good negotiating skillsmay come in handy. The session will focus onimportant negotiations that occur in the imagingwork environment and more specifically onnegotiating for services, supplies, and capital

purchases. Participants will learn the importance of and how to prepare for negotiation. Attendees willunderstand needs vs. wants vs. desires and what can benegotiated. Some negotiating styles, strategies and tacticswill be explored, and body language also will be discussed. The session will wrap up with a discussion oncompleting and reviewing your negotiation result.

4:15 PM-5:15 PM

Marketing Matters: Building BasicsPeggy Wagner, CRACodeRyte, Inc., Rocklin, CAThis session is generously sponsored by CodeRyte, Inc.

Competitive markets and diminishing resourcescreate high-level attention on how marketingimpacts your future. No longer can you and

your staff register for a marketing-exempt status. Keepingemployees, physicians, patients and the communityabreast of the activities in the hospital radiology department and imaging centers requires solid planningand innovative thinking. This interactive session willdemonstrate the nuts and bolts of marketing, both internal and external, marketing plans and strategies, and the team commitment needed for growth.

Note: Basic Management Skills Program participantes must complete a minimum of 10 of the 12 Basic Program courses inorder to receive their certificates. Budgeting for Business Management, Part 1 and Budgeting for Business Management, Part 2count as one course.


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490-B Boston Post Road, Suite 200Sudbury, MA 01776

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Presents

2009 Spring Conference

Succeeding inChallenging TimesApril 14-16, 2009Sheraton New Orleans HotelNew Orleans, LA

In Collaboration With

Also Offered:The Basic Management Skills ProgramAHRA’s CRA Exam Workshop (April 14)



2009 Spring Conference Succeeding in Challenging...

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