Sunday, Oct. 23:

5:00 p.m. -
A Generational Look at Customer Service and Patient Care

Different generations have opposing views on what good customer service is. This session discusses the bias for each generation. Identify which generation you're dealing with and provide better patient care. Speaker: Cam Marston, president of Generational Insight, Mobile, Ala.

Monday, Oct. 24:

8:00 a.m. - What the World's Best Managers Do Differently

All great managers share some common traits and actions. Take and learn about strengths assessment to determine your "edge" in managing high-performance teams, identifying your own skills and the strengths of those you lead. Speaker: Marcus Buckingham, best-selling author, independent consultant, and speaker, Los Angeles

Tuesday, Oct. 25:

10:15 a.m. - Developing the ACO Infrastructure: Integrating Physicians, IT and Payment Models

Although many organizations are considering accountable care organizations (ACO), many still lack a clear infrastructure to move forward. This interactive session will provide key strategies to aligning physicians and technology. Learn about contracting and financial models based on performance. Speaker: Dr. Mark Shields, senior medical director and vice president of medical management, Advocate Physician Partners and Advocate Health Care, Mount Prospect, Ill.

3:30 p.m. - Web 2.0: How Social Media Can Destroy Your Practice

Even though practices can benefit from social media use, there are also risks with opening up to FaceBook, Twitter, LinkedIn, and blogs. This session will explain HIPAA rules and examine appropriate ways to minimize risk and network safely. Speaker: Marion Jenkins, adjunct faculty, Healthcare Leadership Program, University of Denver, Englewood, Colo.

Wednesday, Oct. 26:

7:30 a.m. - Bending the Cost Curve in Healthcare: The New Economics for Physician Practices

As policy makers strive to bend the cost curve in reducing healthcare spending, quality will be rewarded over quantity. This session will provide an overview of the new economics for physician practices and what steps practice leaders should take to adapt to the changing climate. Identify what drivers affect medical groups and other providers and implement new payment models. Speakers: Shannon Brownlee, writer and essayist; Susan Dentzer, editor in chief, Health Affairs and analyst, The NewsHour; Dr. Lisa Bielamowicz, managing director of strategic research, The Advisory Board Moderator: Alan Winkler, vice president clinical operations, St. Vincent Health System, Erie, Penn.