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The Resident Experience: Moving Beyond a Customer Service Mentality to a Resident-Centered Culture (Long-Term Care) Anthony Cirillo, FACHE, ABC; President and Chief Experience Evangelist; is a veteran healthcare professional whose work has included serving as a CMO for major health systems, launching and branding a Wall Street healthcare startup, working for a top Fortune 500 company and consulting overseas with major medical centers. He started his career at CBS; is a Fellow of the American College of Healthcare Executives; is an accredited business communicator of the International Association of Business Communicators; and is an advocate for older adults using his skills to brighten the lives and promote the quality of life and the dignity of seniors. Session Description: People expect high quality care. When facilities all start looking the same, how can they choose? Often times decisions are made based on recommendations by friends and family who have experienced the care. Successful organizations promote a culture revolving around the resident. The most effective marketing comes from people who answer yes to the question – will you recommend us to others? In this session you will find out how to get to YES. 1.5 PC HANDOUTS AVAILABLE |