Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places-

• Intrinsic (from within)• Extrinsic (external forces)

Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needsand increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary

Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology playsin compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of theseHawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

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Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business(Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 2 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places-

• Intrinsic (from within)• Extrinsic (external forces)

Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

These are just a few of the ways attendees have described the presentations

Hawes Group speakers have given. Whether it’s teaching leaders how

toeffectively address even the m

ost difficult of subjects with patients or staff,

training a team about a new, im

proved process, or motivating a sales team

to achieve the next big goal, our dynamic speakers deliver.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needsand increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary

Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology playsin compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

2 19

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa SmithVice President of Operations,

HealthFirst Financial

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business(Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 1 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

18 3

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,

Professional Credit

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 5 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

4 17

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Dr. Rich Jolly

Vice President of Data Science,

Professional Credit

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 6 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

"This was a great presentation! Thank you. Terrific wrap-up session for a great conference. [the presentation] was organized, professional, positive, and fun!

I was tired from a long conference and left this presentation renewed.”

Feedback from attendees of the HFMA Symposium in Las Vegas

16 5

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,

Professional Credit

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 3 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

6 15

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff JohnsonChief Marketing Officer,

Hawes Group

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 4 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

14 7

"Everyone enjoyed the presentation! Jeff has the talent to get the attention of the group and keep them interested. He is a wonderful presenter and we hope to have him back for future presentations."

Julie Gerig Operations Manager-Samaritan Health

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

President of HealthFirst and

Corporate Counsel, Hawes Group

20170201HG-Speakers-Bureau-BrochureREV.pdf 7 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

8 13

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

G. Scott Purcell

President, Professional Credit

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 8 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Hawes Group Operations Center in Springfield, Oregon

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

12 9

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 9 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

10 11

“…Jeff's presentation on "Recapturing Your Magic" was fabulous! He was well spoken, engaging, and kept our interest throughout. His presentation was well organized and the clerks kept raving about what a great speaker he was. I'm sure that we all learned something we will take back to our work and personal life. Thank you so much for allowing Jeff to present to our group. Jeff was awesome!!!”

Kimberly A. Allen Grant County Clerk

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 10 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

10 11

“…Jeff's presentation on "Recapturing Your Magic" was fabulous! He was well spoken, engaging, and kept our interest throughout. His presentation was well organized and the clerks kept raving about what a great speaker he was. I'm sure that we all learned something we will take back to our work and personal life. Thank you so much for allowing Jeff to present to our group. Jeff was awesome!!!”

Kimberly A. Allen Grant County Clerk

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 10 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Hawes Group Operations Center in Springfield, Oregon

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

12 9

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 9 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

8 13

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

G. Scott Purcell

President, Professional Credit

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 8 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

14 7

"Everyone enjoyed the presentation! Jeff has the talent to get the attention of the group and keep them interested. He is a wonderful presenter and we hope to have him back for future presentations."

Julie Gerig Operations Manager-Samaritan Health

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

President of HealthFirst and

Corporate Counsel, Hawes Group

20170201HG-Speakers-Bureau-BrochureREV.pdf 7 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

6 15

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff JohnsonChief Marketing Officer,

Hawes Group

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 4 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

"This was a great presentation! Thank you. Terrific wrap-up session for a great conference. [the presentation] was organized, professional, positive, and fun!

I was tired from a long conference and left this presentation renewed.”

Feedback from attendees of the HFMA Symposium in Las Vegas

16 5

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,

Professional Credit

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 3 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

4 17

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Dr. Rich Jolly

Vice President of Data Science,

Professional Credit

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 6 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

18 3

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,

Professional Credit

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 5 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

These are just a few of the ways attendees have described the presentations

Hawes Group speakers have given. Whether it’s teaching leaders how

toeffectively address even the m

ost difficult of subjects with patients or staff,

training a team about a new, im

proved process, or motivating a sales team

to achieve the next big goal, our dynamic speakers deliver.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

2 19

Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa SmithVice President of Operations,

HealthFirst Financial

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

20170201HG-Speakers-Bureau-BrochureREV.pdf 1 3/28/17 4:05 PM

Session Title: Creating and Inspiring a Winning TeamSummaryThis presentation will examine the six magical steps that energize people to pursue their best performance.Winning teams are made of motivated people choosing to be incredible. Motivation comes from two places- • Intrinsic (from within) • Extrinsic (external forces)Many Leaders rely on incentives, penalties and other extrinsic motivation…but incentives only go so far. The best leaders understand that to build a truly winning culture, you need to create intrinsic motivation. Inspiring those you lead or work with to do great things for the love of the work itself and not because they’ll receive a trophy at the end of the game requires inspiring in others a zeal for greatness.Takeaways

1. Learn the secret to inspiring intrinsic motivation.2. Discover the key differences between effective leaders

and ineffective leaders.3. Practice practical strategies for creating a team who's

invested in each other and the company.

Session Title: Improve Self-Pay Collections and Promote Positive Patient Relationships: Best Practices for Clinics and HospitalsSummaryThis presentation addresses the challenges today’s patient faces with high deductible health plans and a larger portion of medical bills falling to patient responsibility. In addition to analyzing the causes of self-pay issues, we’ll discuss strategies that engage patients in effective conversations to increase self pay revenue. Among the topics: healthcare industry trends including potential changes to the Affordable Care Act, price transparency, patient financing, payment technologies, and personalized service.Takeaways

1. Understand key industry trends, including changing patient demographics and potential changes to the ACA.

2. Identify factors that improve patient engagement.3. Discover options for removing key obstacles to patient

payment.4. Gain knowledge of tools for increasing engagement at

each step of the patient experience, including the use of speech analytics and behavioral analytics.

5. Learn how other healthcare providers are meeting needs and increasing patient loyalty.

Session Title: Be Incredible: Stepping Away from the Ordinary SummaryDefinition of incredible: beyond belief or understanding – Webster’s Dictionary Every staff member and leader has the ability to be “incredible.” But everyday challenges and daily responsibilities at patient access, in your business office, or in your call center tend to get in the way, preventing us from making that “incredible” happen. The truth is that most people want to be incredible, but are often left wondering how to get started. Sometimes they focus on abstract ideas and advice, but do not execute specific principles that allow them to start being incredible. This seminar’s purpose is to change that by introducing the principles that change “ordinary” to “incredible.” Takeaways

1. Learn the key traits that all “incredible” staff have in common.

2. Realize that “incredible” is within you and your coworkers.3. Witness hands-on examples of the impact that being

“incredible” can have on personal and professional lives.4. Comprehend what is truly needed to push staff to the

next level of greatness.5. Participate in valuable and interesting activities.6. Learn while having fun.

Session Title: Creating a Sustainable Culture of Compliance in Healthcare Financial EngagementSummaryThis session will speak to the importance of compliance as well as some of the compliance challenges many face while effectively engaging patients. We will address how we’ve overcome some of these challenges in our own organization using Lean tools, behavioral science, and advanced software technology to develop a sustainable model of behavioral change. The methods used to achieve high levels of compliance with HIPAA, IRS 501(r), and other regulations are particularly applicable to patient access, the business office, and call center activities.

This presentation will include examples of organizations which have taken the necessary steps to comply with 501(r) and the outcomes achieved. During this interactive presentation, participants will also learn about behavioral science models and then apply the practical principles they’ve learned. Takeaways

1. Understand the behavioral science model used to accomplish sustained cultural change.

2. Practice applying that model in their own environment: patient access or business office.

3. Know the role of Lean to advance process improvements needed to reach compliance goals.

4. Gain a greater understanding of the role technology plays in compliance.

5. Review recent, relevant examples of 501(r) compliance activities.

Session Title: Driving Patient Satisfaction through Teamwork and CollaborationSummaryWith today’s patients bearing more responsibility for the cost of their healthcare than ever before, their expectations have risen as well – along with their willingness to shop around when things go wrong. How do providers meet these expectations, increase patient satisfaction, and maintain a high level of patient loyalty? The answer lies in knowing what patients need and want, and how to use collaboration and teamwork to deliver those very things.

During this session, we will share our experience with successful patient engagement and developing collaborative teams that deliver. With new and significant changes to the ACA forthcoming, we will discuss what these changes may mean for providers, and the impact they may have on patients as well.

There’s never been a better time for the discussion of Patient Satisfaction through Teamwork and Collaboration. Together we'll examine the factors that contribute to patient satisfaction, and share strategies for creating an environment of teamwork that delivers exceptional patient care.Takeaways

1. Discover what drives patients to stay with a provider.2. Identify the factors that result in challenges to teams,

and learn how to overcome the obstacles that prevent the delivery of excellent patient care and service.

3. Master the Eight Steps to a Positive Patient Experience.Bonus: Learn how to benefit from the "Halo Effect."

Session Title: The Past, Present, and Future of Collections: the New Deal in HealthcareSummaryWe’ll take a look at the evolution of consumer collections approaches and provide an overview of the best strategy for engaging healthcare consumers in the future. This new strategy, the New Deal, takes into account ever-changing communications preferences and styles, increasing regulatory pressures, and the challenges that all patients face in paying medical bills. Are you engaging your patients in a way that demonstrates this progressive approach? Do your financial outcomes reveal the success of the new strategies?Takeaways

1. Understand old versus new strategies for patient financial engagement.

2. Hear the story the data tells us about healthcare collections today.

3. Learn key strategies and tactics that result in higher recovery rates.

Session Title: Living Lean: Infusing Lean Culture inHealthcare EnvironmentSummaryLiving Lean at your patient access points as well as in the business office allows your organization to create increased value for your patients – and increase staff morale and job satisfaction. Sounds good, but why do so many organizations struggle with maintaining their Lean momentum?

This training will show you simple ways to infuse Lean principles into the very culture of your healthcare organization so that it becomes second nature instead of another “chore” that you have to remember to periodically complete. Takeaways

1. Identify the basic Lean principles and outside-in Lean principles.

2. Identify your organization’s current and desired state.3. Understand the components of a successful Lean

implementation plan and timeline.4. Learn quick and easy Lean strategies to provide your

patient access and business office with Lean wins.5. Identify and avoid common Lean implementation pitfalls

that will sabotage your implementation efforts.

About Hawes Group

We help healthcare providers and their patients better manage their cash flow to improve their financial stability. As strategic experts in self-pay solutions, we offer patient financing, collection services, accounts receivable outsourcing, and software and IT infrastructure.

Our goal is to make a positive difference in the lives of our clients, our clients’ patients, our employees and our communities. Hawes Group includes HealthFirst Financial, Professional Credit, Hero Business Services, and Hawes Technologies.

Session Title:Emerging Call Center Technologies to Improve Patient Financial Engagement and Compliance SummaryThis presentation will address the advanced technologies that make call center compliance easier than it’s ever been. You’ll learn about the advantages of recording software, call auditing tools, and speech analytics, as well as IVR (interactive voice recognition), live chat capabilities and click-to-call options. All of these tools allow call centers to record 100% of incoming and outgoing calls, while using software designed to flag calls which contain certain markers for volume of speech, key words used, and level of emotion expressed.Takeaways

1. Understand the importance of call recording and call auditing.

2. Discover speech analytics: how to solve call Issues with real time alerts.

3. Witness improvements in IVR, live chat, and click-to-call features.

Session Title: The Science of Patient Financial EngagementSummaryBehavioral scientists have studied the factors that lead to effective patient financial engagement. They’ve determined the key factors that lead to patients meeting their financial obligations: the right conversations, in the right way, with the right people, and at the right time. In this session, we’ll share the results of these studies, the factors that lead to these productive conversations, and the definitions of what makes them “right.”Takeaways

1. Learn strategies to effectively engage patients.2. Identify which healthcare consumers to focus efforts on

in order to achieve the best results.3. Know the words to use and words to avoid to have the

most effective conversations.4. Review examples of effective engagement, including a

case study.

To enquire about the availability of any of these Hawes Group speakers,

please contact Huntley McNabb:Huntley@hawes.group | 503.779.1788

For the most current version of topics, please visit www.hawesfinancial.com/speakers

Hawes Group Speakers’ Bureau

Hawes Group is fortunate to have a number of healthcare industry thought leaders who enjoy sharing their expertise not just within our own organization, but with our clients and colleagues as well.

Each of the following presentations can be adapted to fit the needs of the audience in terms specific content, goals, level of audience participation, and length of presentation.

The following custom presentations have received stellar reviews from healthcare organizations we serve, as well as industry organizations like HFMA and MGMA.

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Lisa SmithVice President of Operations, HealthFirst Financial

Lisa has extensive experience in process improvement, project management and behavioral change management after serving 27 years in justice and government services. She is known for her leadership and for

bringing Medicaid reimbursement funding to the juvenile justice system and to mental health services in both Missouri and Oregon.

Lisa has been called upon to speak at both local and national conferences regarding organizational change and cognitive behavioral interventions and is certified in basic, intermediate and advanced Lean applications.

Lisa earned dual Bachelor of Arts degrees in legal studies and business administration as well as an MBA from William Woods University.

Lisa KirkVice President of Sales,Professional Credit

Lisa is a dynamic business leader with an extensive background in healthcare finance. Prior to her role at Professional Credit, Lisa was the director of business development for HealthFirst Financial for six years,

where she secured and maintained business by working with key decision-makers to bring affordable healthcare financing options to hospitals and health systems throughout the country.

Lisa has served on the Idaho HFMA Board of Directors since 2012 in a variety of leadership roles, including treasurer. She is currently serving as president-elect for the chapter. Lisa holds a Bachelor of Science in public relations from the University of Oregon.

Dr. Rich JollyVice President of Data Science,Professional Credit

Rich brings his understanding of data science to the business world in order to provide value in new and unexpected ways. He has an extensive background in technology and the accounts

receivable business, and has authored eight peer-reviewed journal articles, as well as the book Systems Thinking for Business (Systems Solutions Press, 2015).

Before joining Hawes Group, Rich worked as the director of strategic marketing at Intel, where he earned Intel’s highest honor, the Intel Achievement Award. In addition to serving as vice president of data science at Hawes Group, Rich teaches Systems Thinking for Business at Portland State University. He holds a Bachelor of Science and a Master of Science in engineering from University of California Berkeley, and an MBA and Ph.D from Portland State University.

Jeff Johnson, Chief Marketing Officer,Hawes Group

Jeff Johnson is a nationally acclaimed motivational trainer, speaker, and facilitator, as well as a veteran in the credit and collections industry.

Prior to joining Hawes, Jeff had more than 10 years of experience as manager of client relations for Columbia Ultimate Business Systems, a premier provider of collection and receivable management software. Jeff also served as a director of the International Division of the Franklin Covey Leadership Center in Salt Lake City, Utah, where he worked with many Fortune 500 companies to improve internal processes through pinpoint training.

Originally from Colorado, Jeff earned a Bachelor of Science degree in business management with a minor in human resources from Brigham Young University. He is a certified 7-Habits Trainer and has numerous professional memberships, including the Healthcare Financial Management Association (HFMA). Jeff is the Oregon HFMA’s past president and serves on the HFMA regional committee.

David MortChief Operating Officer,Professional Credit

David Mort was previously director of Kaizen, coaching and education at Hawes Group, as well as playing a direct operating role for Hero Business Services, an affiliate of Hawes Group.

He is a strong practicing Lean leader and also is certified in the Allenbaugh Coaching System™.

His leadership experience in the non-profit as well as the private sector has given him a unique perspective on resource management and performance training. With a Bachelor of Arts degree in theater from Wright State University, David is a dynamic presenter with a passion for helping others become great leaders.

Hawes Group Speakers

Scott Purcell, President - Professional Credit

Scott Purcell is a passionate and enthusiastic leader in the financial services industry, as well as a dynamic presenter and subject matter expert. He is certified in Measurable Management™ and the Allenbaugh Coaching System™, bringing efficiency

and increased customer service to his organization.

Scott has implemented Lean culture at Hawes Group and Professional Credit, bringing about sustainable change and profitable growth through his influential leadership and Lean tools.

Scott holds a Bachelor of Science in accounting and business administration from Oregon State University.

KaLynn GatesPresident of HealthFirst and Corporate Counsel, Hawes Group

KaLynn Gates brings an innovator’s mindset to her role as president of HealthFirst Financial. She focuses her energy on keeping HealthFirst Financial on the cutting edge of emerging

technologies, and continuing the company’s evolution as a leading financial services provider.

She served as HealthFirst’s COO and general counsel before assuming the role of president in 2015. Before joining HealthFirst Financial, KaLynn specialized in regulatory licensing and contract drafting in the legal department of Professional Credit, and also worked in licensure and financial securities law for the Oregon Division of Finance and Corporate Securities. KaLynn earned her Juris Doctor from the University of Oregon School of Law, with certifications in tax law, law and entrepreneurship.

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