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Jake Poore

Jake Poore

    • President & Chief Experience Of?cer, Integrated Loyalty Systems
Fee Range

$7,500 - $10,000

Travels From

Florida

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 ?nd him shadowing a nurse on a medical-surgical ?oor, observing pre-op surgery, secret shopping the waiting room of a doctor’s o?ce 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, de?ne 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 8 years has been teaching a 2day 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 - EveryPatient, 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) andCelebrating (recognition)

The Power of Leadership Storytelling

Organizations known for providing world-class service are alsoknown for their ability to tell compelling stories and to motivateothers through storytelling. Most employees do not remembermodels, 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.

Speaking Topics:

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