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Strategies in Health Care: Customer Service and Leadership

  • Thursday, November 01, 2018
  • 7:30 AM - 12:00 PM
  • Bella Domani - 5988 East Taft Road, North Syracuse, NY 13212
  • 49


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How to Optimize the Patient Experience and Satisfaction

A Central Chapter Meeting


7:30 AM  Registration & Networking
8:00 AM 
Welcome & Introductions
8:20 AM  Use of Patient Survey On-Line Tool in the Practice Setting, Richard Waldman, MD
9:00 AM 
Customer Service, Bradley Dufrane
10:00 AM  Break and Networking with Sponsors and Attendees
10:15 AM
  Motivational Interviewing and Behavioral Based Hiring, Steve Jobson
10:45 AM
  HR One - Onboarding, Beth Burgmaster
11:15 AM  HealtheConnections Update, Mike Becallo
12:00 PM Adjournment

Download the event flyer!

About the Speakers

Richard Waldman, MD
Chairman of the Obstetrics and Gynecology Department
St. Joseph's Hospital

Dr. Richard Waldman received his medical degree from the Rutgers College of Medicine in 1972. In 1976 he completed his Residency in Obstetrics and Gynecology at the Upstate Medical Center in Syracuse, NY. After a two year United States Air Force obligation, he returned to Syracuse and has been practicing here ever since. He is a Diplomat of the American Board of Obstetrics and Gynecology and a Fellow of the American College of Obstetrics and Gynecology. For the more than 5 years he has been listed as one of the Best Doctors in America.

Dr. Waldman currently serves as Chairman of the Obstetrics and Gynecology department at St. Joseph's Hospital, is the Immediate Past President of the Medical Staff and a former member of the Board of Trustees. Dr. Waldman lectures frequently both in the United States and internationally. He published several medical journal articles and recently Co-edited an entire Journal dedicated to articles on collaborative practice.

Bradley E. Dufrane, CLF, LUTFC
New York Life Insurance Company, Syracuse NY

Brad is a partner with New York Life Insurance Company in Syracuse New York. Awards and industry recognition are commonplace when looking at Brad’s career. He qualified for  the Million Dollar Round Table from 1996–2004 and from 2006–2008, was named Financial Advisor of the Year in 1998 by the Syracuse Chapter of the National Association of Insurance and Financial Advisors, General Agents and Managers Association Frontline Leader Award in 2009, and earned their Recruiting Specialist Award in 2014.

Brad started his career as a financial professional in 1995. He transitioned into a leadership role at that company after successfully building a practice based on asset management and helping protect his clients with products like life insurance and long-term care insurance.

Having gone through the Strategic Coach program in Chicago several years ago, Brad
discovered this passion for coaching, training, and developing financial professionals. He developed the following personal mission statement: “My distinct ability is to passionately coach, train, and develop financial professionals so they can reach their personal and professional goals.”

Steven M. Jobson, LCSW, SAP
Training and Development Coordinator
Crouse Health HelpPeople EAP

Mr. Jobson attended and graduated from SUNY Binghamton with a Bachelor’s in Social Sciences. He then attended and graduated from Syracuse University with a Master’s in Social Work. 

Mr. Jobson has worked as a substance abuse counselor at Alpha House inpatient rehabilitation program; as a Social Worker at Elmcrest Children’s Center; as a Psychiatric Evaluator at Crouse-Irving Memorial’s Emergency Psychiatric Observation Service (EPOS) and the Mobile Evaluation and Referral Service (MERS); as a Social Worker at Upstate Medical Center; and as the Director of Liberty Resources Employee Assistance Program.

Mr. Jobson has over thirty years of Clinical Social Work experience.  He is a Substance Abuse Professional (SAP) for the Department of Transportation, accredited by NAADAC, The Association for Addiction Professionals.  He practices as a Licensed Clinical Social Worker in the State of New York.

Beth Burgmaster
Sr. Human Resources Consultant
HR One, Inc

Beth has over 20 years of Human Resources management and consulting experience for employers of all sizes.  Her background includes assignments as Director of Human Resources for Cayuga Counseling Services, Trainer for Center for Financial Training, Human Resources Manager for Skaneateles Savings Bank, and Human Resource Consultant for New York State Credit Union League. 

In her HR leadership roles she has had direct hands on experience in all functional aspects of HR Management including strategic planning; employee training and development; recruitment, selection and employee retention programs which results in lower turnover; development and implementation of personnel policies and procedures; employee recognition programs, wage and salary plan design and administration; and employee relations.  

Since joining HR One, Beth has developed comprehensive employee handbooks, summary plan descriptions, and safety manuals.  She has successfully performed skills assessment of corporate leadership, implemented training programs designed to build the skill sets of those leaders, conducted formal investigations on federal and state claims filed by employees, responded to numerous Human Rights complaints on behalf of her clients and ensured compliant HR practices.

Michael BeCallo
HIE Customer Engagement Specialist

Mike is a project manager effective in leading and directing health care projects from inception to launch.
Mike received his Health Information Technology Degree in 2013  from Weill Cornell Graduate School of Medical Sciences.  He received his Master of Science in MS, Sport & Fitness Administration/Management in 2009 and was the CNY Business Journal  40 Under 40 Award Oct 2015.

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Event Sponsorship Opportunities

Local Event Sponsor Includes complimentary registration and meals for one company representative, one six-foot table, one chair, electricity, WiFi, logo on registration placard and in the event details on the website and post event conference attendee list. Click here to register as an event sponsor! 

Continuing Education Units

Earn up to 1.0 continuing education unit hours for each hour of education from the ACMPE, American College of Medical Practice Executives and up to 1.0 continuing professional educational credit hours for Certified Public Accountants for each hour of education from, The New York State Education Department, Professional Licensing Services. Our events are eligible for continuing education units as awarded by other professional associations. We recommend that you contact your professional association for their approval process.

Thank you to our
Exclusive Professional Liability Sponsor!


Thank you to our
Diamond Corporate Sponsors!


New York Medical Group Management Association, Inc.
PO Box 3403, Hamilton, NJ, 08619
P: 844-333-5511 E:
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