Customer Service Performance Improvement and the Cost Saving Results | MD Expo

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LAS VEGAS 2021

Christopher Nowak

James Anderson, Director, Healthcare Technology Management, Spring Valley Hospital and Christopher Nowak, Senior Director, Healthcare Technology Management, Universal Health Services

Customer Service Performance Improvement and the Cost Saving Results

Tuesday, November 2, 11 a.m.-12 p.m.

The presenters will describe customer service initiatives developed by the healthcare technology management staff that translated into a reduction in costs. Relationship building with the HTM customers, whether those customers are internal or external, pays dividends. Attendees will be provided tips and measurement tools that, when developed, will provide a fiscal return for the bottom line operating costs of the HTM department.

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Product Demo: Fluke Biomedical

Product Demo: Fluke Biomedical

Product Demo: Phoenix Data Systems

Product Demo: Phoenix Data Systems

Product Demo: Armis/Nuvolo

Product Demo: Armis/Nuvolo

Panel Discussion: Top 10 Reasons Biomeds Rock

Panel Discussion: Top 10 Reasons Biomeds Rock

Product Demo: Coffee & Conversation with HTM Jobs

Product Demo: Coffee & Conversation with HTM Jobs

Product Demo: SmartTank by Life Spark Medical

Product Demo: SmartTank by Life Spark Medical

Product Demo: Simplify the PM Process with a Seamless Integration through Pronk and TruAsset

Product Demo: Simplify the PM Process with a Seamless Integration through Pronk and TruAsset

Product Demo: AIMS 3 – Interconnecting Departments and Improving Workflows

Product Demo: AIMS 3 – Interconnecting Departments and Improving Workflows

Growing the HTM Pipeline Together – The BMET Apprenticeship and HTM in a Box

Growing the HTM Pipeline Together – The BMET Apprenticeship and HTM in a Box

Work Orderology

Work Orderology

Career Path Guide

Career Path Guide

Challenges of Implementing Medical Imaging/Biomedical Equipment into an Information Technologies Environment

Challenges of Implementing Medical Imaging/Biomedical Equipment into an Information Technologies Environment

Product Demo: Nuvolo Releases its Biggest CMMS Upgrade Yet – Connected Workplace for Healthcare

Product Demo: Nuvolo Releases its Biggest CMMS Upgrade Yet – Connected Workplace for Healthcare

Filling Vacancies and the Importance of Job Titles

Filling Vacancies and the Importance of Job Titles

Improving Operational Efficiency: Avoiding common pitfalls

Improving Operational Efficiency: Avoiding common pitfalls

Clinical Protocols to Cybersecurity – How to build a clinical equipment acquisition strategy

Clinical Protocols to Cybersecurity – How to build a clinical equipment acquisition strategy

Lessons Learned: TJC Compliance for HTM

Lessons Learned: TJC Compliance for HTM

Using CMMS Data to Evaluate, Manage, and Support Service Contracts and Capital Requests

Using CMMS Data to Evaluate, Manage, and Support Service Contracts and Capital Requests

HTM — A seat at the table for everyone

HTM — A seat at the table for everyone

Is AEM Right for Your department?

Is AEM Right for Your department?

10 Things I Wish I Knew About HTM

10 Things I Wish I Knew About HTM

Key Elements of a Successful In-House Imaging Program

Key Elements of a Successful In-House Imaging Program

The Future of Health Care and HTM

The Future of Health Care and HTM

SafeTEE PMIs: Demonstrating TEE Probe Preventive Maintenance Inspections

SafeTEE PMIs: Demonstrating TEE Probe Preventive Maintenance Inspections

5 Effective Ways to Streamline Biomedical Workflow

5 Effective Ways to Streamline Biomedical Workflow

Product Demo: Medigate – Accurate Data for Your Device Life Cycles

Product Demo: Medigate – Accurate Data for Your Device Life Cycles

Navigating through Diversity and Inclusion Challenges

Navigating through Diversity and Inclusion Challenges

BMET Staffing Shortage – It will take a village to raise awareness to a career in HTM!!

BMET Staffing Shortage – It will take a village to raise awareness to a career in HTM!!

Introduction to Contrast Injectors

Introduction to Contrast Injectors

Fundamentals of Project Management for HTM

Fundamentals of Project Management for HTM

KEYNOTE ADDRESS: Mastering Strategic Communication

KEYNOTE ADDRESS: Mastering Strategic Communication

Social Media and the Future of HTM

Social Media and the Future of HTM

How to Use ISO 14971 to Plan for AEM

How to Use ISO 14971 to Plan for AEM

Tracking Your Equipment with the OEM

Tracking Your Equipment with the OEM

Vital Aspects of Testing Vital Signs

Vital Aspects of Testing Vital Signs

PRODUCT DEMO: Advancing Your HTM Career – A guide to HTMjobs.com featuring SkillNet Software

PRODUCT DEMO: Advancing Your HTM Career – A guide to HTMjobs.com featuring SkillNet Software

PRODUCT DEMO: Evaluate Image Quality Using a Phantom

PRODUCT DEMO: Evaluate Image Quality Using a Phantom

Taking the Pressure Off Ventilator Testing

Taking the Pressure Off Ventilator Testing

Basic Preventive Maintenance Procedures for Contrast Injectors

Basic Preventive Maintenance Procedures for Contrast Injectors

Understanding the Compliances of DNV as it Pertains to the HTM Professional

Understanding the Compliances of DNV as it Pertains to the HTM Professional

Keynote Address: Duty, Honor, Country: The story of Sammy L. Davis, inspiration for the war scenes in ‘Forrest Gump’

Keynote Address: Duty, Honor, Country: The story of Sammy L. Davis, inspiration for the war scenes in ‘Forrest Gump’

“Welcome to the Holodeck” – The expanding world of VR/AR in medical education and training

“Welcome to the Holodeck” – The expanding world of VR/AR in medical education and training

Maintaining Hospital Beds and Nurse Call Systems

Maintaining Hospital Beds and Nurse Call Systems

Strategic Approach to Developing a Mature Capital Replacement Program

Strategic Approach to Developing a Mature Capital Replacement Program

Embrace Your Geek

Embrace Your Geek

PRODUCT DEMO: Clinical Asset Management & Operational Efficiency

PRODUCT DEMO: Clinical Asset Management & Operational Efficiency

NHC Clinical Engineering – Improving Patient Care Through ISO 13485

NHC Clinical Engineering – Improving Patient Care Through ISO 13485

AEM: From implementation to best practices

AEM: From implementation to best practices

CE/HTM Benchmarking: Fake News, True Facts & Models

CE/HTM Benchmarking: Fake News, True Facts & Models

New to HTM? How to Make Professionals More Comfortable in a Hospital Setting

New to HTM? How to Make Professionals More Comfortable in a Hospital Setting

PRODUCT DEMO: How Workflow Automation Supports Medical Device Quality Assurance Program Goals

PRODUCT DEMO: How Workflow Automation Supports Medical Device Quality Assurance Program Goals

Work Orderology

Work Orderology

Transitioning Culture: The change to CE-IT

Transitioning Culture: The change to CE-IT

Cybersecurity of Medical Equipment as a Business Strategy

Cybersecurity of Medical Equipment as a Business Strategy

New & Improved – Using Standardized CMMS Data to Make Smarter HTM Decisions

New & Improved – Using Standardized CMMS Data to Make Smarter HTM Decisions

AIMS 3: Reinventing CMMS Workflows from a User’s Perspective

AIMS 3: Reinventing CMMS Workflows from a User’s Perspective

Customer Service Performance Improvement and the Cost Saving Results

Customer Service Performance Improvement and the Cost Saving Results

ProHealth Care on Securing Connected Devices (IoT, IomT, OT)

ProHealth Care on Securing Connected Devices (IoT, IomT, OT)

Cost-Effective Strategies in HTM Departments

Cost-Effective Strategies in HTM Departments

Professional Self-Management in a Chaotic Environment

Professional Self-Management in a Chaotic Environment

PRODUCT DEMO: Safeguarding Medical Devices from Cyber Security Threats

PRODUCT DEMO: Safeguarding Medical Devices from Cyber Security Threats

The Realities and Irrelevance of Medical Device Leakage Currents

The Realities and Irrelevance of Medical Device Leakage Currents

Robotic Surgery – The $500 Million Secret They Don’t Want You to Know

Robotic Surgery – The $500 Million Secret They Don’t Want You to Know

HTM Department Data Analytics, Huddle Boards and Standardization

HTM Department Data Analytics, Huddle Boards and Standardization

The Laurel and Hardy Show: Making the HTM Program Fun is Serious Business

The Laurel and Hardy Show: Making the HTM Program Fun is Serious Business

PRODUCT DEMO: Lessons from COVID-19: Reframing the Distribution of Responsibility for Medical Device Security

PRODUCT DEMO: Lessons from COVID-19: Reframing the Distribution of Responsibility for Medical Device Security

Lessons Learned from Medical Device-Related Patient Injuries and Deaths

Lessons Learned from Medical Device-Related Patient Injuries and Deaths

Hospital at Home: Pitfalls, Problems and Proceeding with Caution – Informed Decisions Drives Success

Hospital at Home: Pitfalls, Problems and Proceeding with Caution – Informed Decisions Drives Success

HTM Emergency Prep and Business Continuity

HTM Emergency Prep and Business Continuity

PRODUCT DEMO: Advancing Your HTM Career – A guide to HTMjobs.com

PRODUCT DEMO: Advancing Your HTM Career – A guide to HTMjobs.com

A Seat at the Table: Iconoclasm and the HTM Professional – Breaking old rules and making new ones

A Seat at the Table: Iconoclasm and the HTM Professional – Breaking old rules and making new ones

HTM Emergency Prep and Business Continuity

HTM Emergency Prep and Business Continuity

Creating Compelling Messages & Value for the C- Suite

Creating Compelling Messages & Value for the C- Suite

Critical Do’s & Don’ts in the Investigation of Medical Device Incidents

Critical Do’s & Don’ts in the Investigation of Medical Device Incidents

The Future of Healthcare and HTM

The Future of Healthcare and HTM

Hospital Beds and Nurse Call Systems: Should HTM Manage These?

Hospital Beds and Nurse Call Systems: Should HTM Manage These?

Biomed Survival Guide for Imaging Modalities

Biomed Survival Guide for Imaging Modalities

Updates to the Medical Device Servicing Community

Updates to the Medical Device Servicing Community

Double Jeopardy – Lightning round to test your imaging IQ

Double Jeopardy – Lightning round to test your imaging IQ

The Reality and Irrelevance of Medical Device Leakage Currents

The Reality and Irrelevance of Medical Device Leakage Currents

Contrast Injector Theory

Contrast Injector Theory

Surviving a Full CMS Survey

Surviving a Full CMS Survey

BMET Soft Skills

BMET Soft Skills

Health Care Cybersecurity in Large Health Care Systems

Health Care Cybersecurity in Large Health Care Systems

Your Brain at Work: Understand your brain and improve service-related outcomes

Your Brain at Work: Understand your brain and improve service-related outcomes

Recruiting for the New Generation – Building the well before you are thirsty

Recruiting for the New Generation – Building the well before you are thirsty

KEYNOTE: Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

KEYNOTE: Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

Certified Associate Biomedical Technician (CABT) Review

Certified Associate Biomedical Technician (CABT) Review

PRODUCT DEMO: How leading Healthcare Organizations are Securing Connected Medical Devices with Ordr

PRODUCT DEMO: How leading Healthcare Organizations are Securing Connected Medical Devices with Ordr

PRODUCT DEMO: What Is A Connected Hospital? Parkland Health & Hospital System Explains How They Now Can Coordinate Activities Involving Multiple Departments

PRODUCT DEMO: What Is A Connected Hospital? Parkland Health & Hospital System Explains How They Now Can Coordinate Activities Involving Multiple Departments

PRODUCT DEMO: OneQA – a biomed’s best friend!

PRODUCT DEMO: OneQA – a biomed’s best friend!

PRODUCT DEMO: Grow Your QA Productivity with Automation — How to catch up with your PM backlog

PRODUCT DEMO: Grow Your QA Productivity with Automation — How to catch up with your PM backlog

PRODUCT DEMO: Discover, Profile, Secure your Connected Medical Devices

PRODUCT DEMO: Your Connection to Better Service: Maximize Uptime and Increase Efficiency with On-Site Service

PRODUCT DEMO: Your Connection to Better Service: Maximize Uptime and Increase Efficiency with On-Site Service

BMET Soft Skills

BMET Soft Skills

Implementing KPIs to Rein in Costs: A case study from Loma Linda University Medical Center

Implementing KPIs to Rein in Costs: A case study from Loma Linda University Medical Center

Cyber Security for Healthcare Companies

Cyber Security for Healthcare Companies

CABT Review

CABT Review

Introduction to Contrast Injectors

Introduction to Contrast Injectors

Preparing for Your Future: 2021 and Beyond

Preparing for Your Future: 2021 and Beyond

Recruiting for the New Generation – Building the well before you are thirsty

Recruiting for the New Generation – Building the well before you are thirsty

Improve Patient Safety and Staff Well-being Using Voice-activated Smart Devices

Improve Patient Safety and Staff Well-being Using Voice-activated Smart Devices

Accreditation Step One: Having an accurate equipment inventory

Accreditation Step One: Having an accurate equipment inventory

Biomed Survival Guide for Imaging Modalities

Biomed Survival Guide for Imaging Modalities

Incident Response – What to do when you are hacked

Incident Response – What to do when you are hacked

Critical Do’s & Don’ts in the Investigation of Medical Device Incidents

Critical Do’s & Don’ts in the Investigation of Medical Device Incidents

Hospital of the Future – Fact, fiction, strategies and tactics

Hospital of the Future – Fact, fiction, strategies and tactics

AEM Program Based on Evidence-Based Maintenance

AEM Program Based on Evidence-Based Maintenance

Who Moved My Capital? Strategic technology planning in the shadows of a pandemic

Who Moved My Capital? Strategic technology planning in the shadows of a pandemic

The Realities and Irrelevance of Medical Device Leakage Currents

The Realities and Irrelevance of Medical Device Leakage Currents

Updates to the Medical Device Servicing Community

Updates to the Medical Device Servicing Community

Managing Cyber-attacks

Managing Cyber-attacks

Digital Credentials – Where industry and education converge

Digital Credentials – Where industry and education converge

Introduction to DICOM

Introduction to DICOM

Increasing the Role of Automation in Quality Assurance Workflow

Increasing the Role of Automation in Quality Assurance Workflow

Elevating the HTM Department

Elevating the HTM Department

Keynote Address: Crossing the Health Technology Chasm: Building a Bridge to the Future

Keynote Address: Crossing the Health Technology Chasm: Building a Bridge to the Future

Transducer Cost Savings Through Understanding and Communication

Transducer Cost Savings Through Understanding and Communication

Collaborative Communities: Medical Device Servicing Involving Healthcare Delivery Organizations (HDOS) and the Regulatory Environment

Collaborative Communities: Medical Device Servicing Involving Healthcare Delivery Organizations (HDOS) and the Regulatory Environment

Clinical Engineer’s Critical Role in Ultrasound Accreditation – Why It Matters for Your Department and You!

Clinical Engineer’s Critical Role in Ultrasound Accreditation – Why It Matters for Your Department and You!

Workshop: Strategic Planning for HTM Departments

Workshop: Strategic Planning for HTM Departments

Workshop: Creating Compelling Messages & Value for the C-Suite

Workshop: Creating Compelling Messages & Value for the C-Suite

Workshop: Managing Conflict in the Workplace

Workshop: Managing Conflict in the Workplace

Building a Medical Device Security Management Plan

Building a Medical Device Security Management Plan

Strategic Planning for Clinical Engineering Departments – A Step-by-Step Guide

Strategic Planning for Clinical Engineering Departments – A Step-by-Step Guide

An Introduction to Defibrillator Testing

An Introduction to Defibrillator Testing

Creating and Implementing a Capital Replacement Planning Initiative

Creating and Implementing a Capital Replacement Planning Initiative

Utilizing Technology in Alarm Management

Utilizing Technology in Alarm Management

Networking Basics – Part I

Networking Basics – Part I

Networking Basics – Part II

Networking Basics – Part II

Increasing Awareness of Improper Equipment Cleaning

Increasing Awareness of Improper Equipment Cleaning

Communication and Building Relationships Between Imaging and HTM Leaders

Communication and Building Relationships Between Imaging and HTM Leaders

Understanding the Acquisition Process for Medical Devices

Understanding the Acquisition Process for Medical Devices

How to Optimize Your Time Management Skills as an HTM Leader

How to Optimize Your Time Management Skills as an HTM Leader

The Technician’s Side of Lean Health Care

The Technician’s Side of Lean Health Care

Surviving the CMS Inspection

Surviving the CMS Inspection

Product Demo: Connected Medical Devices and the Challenges Facing the Healthcare Community

Product Demo: Connected Medical Devices and the Challenges Facing the Healthcare Community

Learning From Cybersecurity TTE at the Health-System Level

Learning From Cybersecurity TTE at the Health-System Level

Complying, As a Hospital, With the FDA’s Recommendation for a Formal Quality Management System

Complying, As a Hospital, With the FDA’s Recommendation for a Formal Quality Management System

Meeting CMS Regulatory Compliance

Meeting CMS Regulatory Compliance

Increasing Your Value Through Cross-Training

Increasing Your Value Through Cross-Training

What’s New With ACI and How to Benefit From Certification as an HTM

What’s New With ACI and How to Benefit From Certification as an HTM

Send Under-Utilized Medical Devices to CAMP

Send Under-Utilized Medical Devices to CAMP

Your AEM Program: Patient Safety, Standards Compliance and Less PM

Your AEM Program: Patient Safety, Standards Compliance and Less PM

Networking Basics – Part II

Networking Basics – Part II

Networking Basics – Part I

Networking Basics – Part I

Ransomware and Hospitals: How Criminals Hijack Records and What We Can Do About It

Ransomware and Hospitals: How Criminals Hijack Records and What We Can Do About It

2018 ACCE Body of Knowledge (BOK) Survey Results

2018 ACCE Body of Knowledge (BOK) Survey Results

Women of Healthcare Technology Management: A Panel Discussion

Women of Healthcare Technology Management: A Panel Discussion

Using Big Data and Machine Learning to Facilitate Benchmarking and Support/Defend Your AEM Program

Using Big Data and Machine Learning to Facilitate Benchmarking and Support/Defend Your AEM Program

The Future of HTM and Healthcare

The Future of HTM and Healthcare

Proven Metrics for Optimizing Your Inventory and Supply Spend: Case Studies From Leading Hospitals

Proven Metrics for Optimizing Your Inventory and Supply Spend: Case Studies From Leading Hospitals

A Primer on Tabletop Sterilizer Repair and Maintenance

A Primer on Tabletop Sterilizer Repair and Maintenance

Automating the Tracking of HTM Skills and Competency

Automating the Tracking of HTM Skills and Competency

Implementing a Comprehensive Connected Medical Devices Security Plan – From Bleeding Edge Technology to Services

Implementing a Comprehensive Connected Medical Devices Security Plan – From Bleeding Edge Technology to Services

Applying a Formulary Approach to Healthcare Technology Management

Applying a Formulary Approach to Healthcare Technology Management

Performing Preventative Maintenance on Defibrillators

Performing Preventative Maintenance on Defibrillators

Demonstrating Ultrasound and Image Applications, Optimization and Artifacts for Service Engineers With Live Scanning

Demonstrating Ultrasound and Image Applications, Optimization and Artifacts for Service Engineers With Live Scanning

From HTM to C-Suite

From HTM to C-Suite

Equipment for Vaccine Storage, Handling and Tracking

Equipment for Vaccine Storage, Handling and Tracking

The Future of HTM and Health Care

The Future of HTM and Health Care

Starting an In-house Medical Device Cybersecurity Program

Starting an In-house Medical Device Cybersecurity Program

Alternative Equipment Maintenance Using RCM-based Risk Assessment & Survivability Analysis

Alternative Equipment Maintenance Using RCM-based Risk Assessment & Survivability Analysis

Basic Troubleshooting of Imaging Equipment and the Importance of Preventive Maintenance

Basic Troubleshooting of Imaging Equipment and the Importance of Preventive Maintenance

What does Compliance Mean for the HTM Department?

What does Compliance Mean for the HTM Department?

HTM Data Analyst, Huddle Boards and Standardization

HTM Data Analyst, Huddle Boards and Standardization

Understanding Electrical Safety Testing and Test Protocols

Understanding Electrical Safety Testing and Test Protocols

Capital Equipment Replacement Evaluation – It can be more than just the age of the equipment

Capital Equipment Replacement Evaluation – It can be more than just the age of the equipment

Keynote Address: DNV-GL Healthcare Presents Understanding the Physical Environment Standards

Keynote Address: DNV-GL Healthcare Presents Understanding the Physical Environment Standards

Aspiring Leaders: Are you a new leader or aspiring to take a leadership role?

Aspiring Leaders: Are you a new leader or aspiring to take a leadership role?

The Use of Analytics & Benchmarking in Clinical Engineering

The Use of Analytics & Benchmarking in Clinical Engineering

A Culture of Safety

A Culture of Safety

How to Build a Biomed/Technologist Partnership for Better Service Efficiency

How to Build a Biomed/Technologist Partnership for Better Service Efficiency

Embedding Security into the Clinical Technology Enterprise Strategy

Embedding Security into the Clinical Technology Enterprise Strategy

Kill Your Spreadsheets: How top HTM teams optimize reporting

Kill Your Spreadsheets: How top HTM teams optimize reporting

Best Practices for Depot Repair

Best Practices for Depot Repair

Introduction to Ventilator and Medical Gas Flow/Pressure Device Testing

Introduction to Ventilator and Medical Gas Flow/Pressure Device Testing

Redefining the Clinical Engineering Supply Chain

Redefining the Clinical Engineering Supply Chain

Product Recalls Are at an All-Time High, is Your Facility Prepared?

Product Recalls Are at an All-Time High, is Your Facility Prepared?

Getting the Most from Your Clinical Engineering Department as Hospital Leadership

Getting the Most from Your Clinical Engineering Department as Hospital Leadership

Ultrasound Applications Essentials and Image Artifact Analysis

Ultrasound Applications Essentials and Image Artifact Analysis

A Practical and Proven Approach to 100% PM Completion

A Practical and Proven Approach to 100% PM Completion

Are You Doing Enough to Protect Patient Data?

Are You Doing Enough to Protect Patient Data?

Troubleshooting Today’s X-ray Systems

Troubleshooting Today’s X-ray Systems

Managing Workplace Conflict

Managing Workplace Conflict

Advancing Your Career in Today’s Marketplace

Advancing Your Career in Today’s Marketplace

Women in Healthcare Technology Management

Women in Healthcare Technology Management

Through the Lens of Lean Healthcare Management

Through the Lens of Lean Healthcare Management

Maintaining Security While Building Your Medical Device Security Program at an Integrated Delivery Network

Maintaining Security While Building Your Medical Device Security Program at an Integrated Delivery Network

Is the Medical Device Really Ready to Go Back to the Clinical Department?

Is the Medical Device Really Ready to Go Back to the Clinical Department?

Maintaining Regulatory Compliance in HTM and Beyond

Maintaining Regulatory Compliance in HTM and Beyond

Ultrasound Probe Technology in the 21st Century

Ultrasound Probe Technology in the 21st Century

The Role of HTM Professional in Equipment Planning of New Clinical Areas

The Role of HTM Professional in Equipment Planning of New Clinical Areas

Getting the Attention of Your C-Suite: A Biomed’s View from Above

Getting the Attention of Your C-Suite: A Biomed’s View from Above

Are You Up to the Standard?

Are You Up to the Standard?

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