901-754-9404
My List0

We've now made it easier for you to research and save your favorite keynotes speakers. Click on the + sign to add a speaker to your Speaker List and email your favorites to colleagues and friends.

}
back to Speakers
Jake Poore, Generation X  Speaker

Jake Poore

    • President & Chief Experience Officer, Integrated Loyalty Systems
Fee Range

$10,000 - $15,000

Travels From

Florida

Who's Really in Control in Healthcare?

Who's Really in Control in Healthcare?

Best of Jake Poore

Best of Jake Poore

Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor’s office or conducting patient focus groups.

As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.

Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.

Team ILS has successfully helped many healthcare organizations make cultural transformations including: Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s ProgressWest Hospital.

Jake is faculty for ACHE and for the past 11 years has been teaching a 2- day course — sharing the blueprints for designing exceptional patient experiences.

In his free-time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.

Creating Exceptional Patient Experiences – Every Patient, Every Day

Patients want to be treated as an individual and not "the kidney in room 103". They tell us that exceptional experiences occur when we consistently meet their expectations on what we provide (the clinical care side), while exceeding their expectations on how we provide it (the service side). Go with Jake as he takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service, delivered consistently and seamlessly through the eyes of their customers.

In this engaging presentation, Jake will share his insights and experiences on the secrets to to success and how you can build it within your own service area.


The Leader's Role in Building and Sustaining Exceptional Patient Experiences

Whether you have a title or not, everyone is a leader. We all have a circle of influence on others. Great leaders do not only take care of our patients and customers, they inspire their colleagues and associates. In this session, Jake Poore will help participants understand both the approach and the tools successful leaders use to elevate experiences to world-class status.

This engaging session will help participants:

  • Discover why most initiatives die.
  • Tap into the power of storytelling as a part of your leadership toolkit.
  • Recognize their own leadership style and adjust to a more effective one.
  • Understand the two dimensions of effective leadership.
  • Describe specific criteria to monitor in their physical environment “through the patient’s (customer’s) eyes.”
  • Build the “4 Cs” to Sustain Employee Engagement: Communicating, Coaching, Counting (measurement) and Celebrating (recognition)


The Power of Leadership Storytelling

Organizations known for providing world-class service are also known for their ability to tell compelling stories and to motivate others through storytelling. Most employees do not remember models, concepts and graphs, but when told an engaging story, not only do they understand the concept, but they tell it to others, thereby reinforcing the culture.


Creating Patient Loyalty by Providing Exceptional Patient Experiences

These days, healthcare isn’t just a visit for your sick body. It’s a lasting experience for your mind. People return to their favorite restaurants – why? They had service that makes them feel individual, important. Patients these days are expecting more from their healthcare providers as if they are the waiter/waitress at their favorite restaurant. As those expectations are rising, our service should also be rising to exceed those expectations. The healthcare world is becoming increasingly competitive, so the key question to ask is: How do we keep our patients our patients?  In this dynamic presentation, Jake Poore will share with you the root of patient loyalty, and the best practices that lead to it.

Speaking Topics:

Related Speakers

 Amelia Rose Earhart, Speaker

Amelia Rose Earhart

Inspiring pilot who became one of the youngest woman to fly a single-engine plane around the world

Mildred Muhammad, Inspiration Speaker

Mildred Muhammad

Award-Winning Global Keynote Speaker

Charles Garfield, Technology Speaker

Charles Garfield

Peak Performers

Jerry Teplitz, Stress Management Speaker

Jerry Teplitz

Expert in Stress Management

Dean Lindsay

Dean Lindsay

Author & Authority on Leadership & Customer Experience

Steve Blank, Innovation Speaker

Steve Blank

Father of Modern Entrepreneurship

Dan Abrams, Speaker

Dan Abrams

Founder of Abrams Media Network

Phil M. Jones, speaker

Phil M. Jones

Youngest Recipient of the BESMA

Scott Burrows Speaker

Scott Burrows

Conquer Adversity

Cal Fussman, Speaker

Cal Fussman

Corporate Consultant on Interviewing and Storytelling

Chip Bell

Chip Bell

Service Innovation Expert

Janine Driver

Janine Driver

Body Language Expert

Testimonials

"You all were awesome to work with and helped make my life easier when planning these events. Thanks so much!” 

 

Testimonial

"Thanks so much for working on this engagement with us. It’s been a very pleasant experience. We will definitely include ESB in our sea..

Testimonial

"They have booked me to speak at events for over a decade and their professional approach and client focus is unmatched in the industry. I am..

Garrison Wynn, Sales Speaker

"Thank you, both, for making last night possible! You have been such a Joy to work with and I appreciate everything you did for us! I can't s..

Salvation Army

Our bank has held an annual business and economic conference for the past 9 years.  We have worked with Executive Speakers every year an..

I’ve used the services of a number of speakers bureaus in the past. However, my current experience working with the Executive Speakers ..

I want to thank you for all of your assistance you and Jenny were wonderful. If it had not been for you sending me suggestions I would not ha..

Bridgeworks was awesome!!! Great feedback from all!! Thanks for all of your collaboration and positive we'll use you in the future.  

You ladies really are the BEST!  After this event I am going to be on the hunt for keynote speakers in May.  I really want to work ..

The Nebraska Hospital Association along with numerous other state hospital associations have enjoyed a long-standing relationship with Execut..

Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call to discuss how we can you help find the right speaker(s) for your organization.

Get Ideas in 1 hour or less

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in one hour or less.

Please fill in information below