The Florida Medical Group Management Association (FMGMA), a leadership organization dedicated to the continuous personal development of professionals in medical practice management, featured Insight Marketing Group’s very own Jennifer Thompson.
Jennifer was a featured speaker at the 2019 Florida MGMA Annual Conference, which took place from June 12-14, 2019 in Orlando, FL. Her address entitled “Mastering the Art of Social Media Customer Care,” explored how medical practices can take advantage of social media to keep patients happy, resolve problems quickly, strengthen employee engagement, and boost credibility.
During her presentation, she shared:
- How customer service is facing imminent changes because of a combination of social media and review sites
- Why social media has emerged as the primary source of patient customer service and what it means for the medical community
- How medical practices can create strategies that will protect a practice’s online reputation/reviews, and devise tactics that will enhance, control, and optimize objectives for better customer service
- How employee engagement and education are the keys to improving patient experience and at-work culture
“When it comes to patient interactions, it’s now vital for doctors and practice administrators to understand what the next generation of being online means, and to have a plan for managing it effectively,” says Thompson. “Almost 75% of patient interactions happen with staff, and patients will not hesitate to turn to social media to vent or praise the individuals that shaped their experience.”
A social media and digital communication expert, Jennifer also illustrated how every employee now plays a role in the marketing of medical practices online, broke down best practices for training employees to deliver exceptional social media customer care, and highlighted how other practices leverage social media to boost patient engagement, satisfaction, and loyalty. Jennifer has several more speaking engagements at national conferences lined up this year on the heels of her new book, “The Secret to Delivering Exceptional Patient Experiences Through Social Media Customer Service.”