Assisted Living

2018 AHCA/NCAL Annual Convention

AL-6 - A Call to Serve: How the Service Model Can Improve Your Operations

Wednesday, October 10
10:30 AM - 12:00 PM
CE: NAB: 1.5 | Nurses 0

This session will explore the role of intent in the design of the assisted living service model, focusing first on serving the customer and then serving the goals of the provider organization. Through discussion and case studies, participants will be challenged to think about their own service model, its design, and its performance in achieving operational goals and customer satisfaction. How the service model is perceived and experienced by the customer will be a primary focus. In addition, participants will discover how the clinical assessment serves as the engine that drives the service model process flow throughout operations.

Learning Objectives:

Mark Anderson, BA, MS

Senior Vice President
Eldermark Software

Mark Anderson is Senior Vice President for Eldermark Software, Minnetonka, MN. He received his BA from St. Olaf College, Northfield, MN, and his Master Studies in Public Health Administration from the University of Minnesota, Minneapolis. Mark has 30 years of experience in older adult services. He has spent 20 of those years in management positions within SNF and HWS/AL. Mark also served in the public sector for 5 years directing the human resources and risk management functions for a large metro suburb. He has performed contract consulting over the years in the areas of strategic planning, assisted living business model development, and customer service curriculum design. Mark has been active in Minnesota’s health care trade associations for over 20 years, serving on and chairing various committees, and serving on the Board of Directors for both Care Providers of MN and LeadingAge MN. His community volunteer activities include: immediate past Chair, Mediation Services of Anoka County; current Board member, Minnesota Elder Justice Center. Mark serves on the faculty for the LeadingAge MN Housing Manager's Certificate Program and he has served as a presenter at many conferences across the country in the areas of service model design, risk management, customer service, and the role of health information exchange technology in senior services.


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AL-6 - A Call to Serve: How the Service Model Can Improve Your Operations

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