October 30, 31 & November 1, 2005
Palmer House Hilton, Chicago, IL

On the Leading Edge of Service Line Innovation

Service Line Integration and Revenue Growth in a   Competitive Environment

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Palmer House Hilton

Chicago Attractions

This highly acclaimed conference consistently receives top evaluation scores for timely content, great ideas, practical and usable insights, interaction and networking with faculty and participants from across the country.

Why you should attend this important conference?

1. To learn best practices and innovative ideas from the professionals who developed them.

2. To catch the next wave of change by staying tuned to the emergent trends that will impact your clinical business

3. To network and share ideas and practices with healthcare professionals from all over the U.S.

4. To hone your leadership skills and knowledge for managing an exemplary service line.

5. To validate your currently ideas, practices and thinking in service line management.

Earn up to 20.4 Nursing Contact Hours with the Sunday preconference sessions. The Snowmass Institute is approved as a provider of continuing education in nursing by the Colorado Nurses' Association which is accredited as an approver of continuing education in nursing by the American Nurses Credentialing Center's Commission on Accreditation.

Register Online

Optional Half-Day Sessions

Preconference Session 1

Sunday Morning, October 30, 8:30AM-Noon
THE BUSINESS OF SERVICE LINE MANAGEMENT: A Primer Course
Richard Ireland, President, The Snowmass Institute, Centennial, CO and Mary Nisbet, President, Nisbet & Associates, Pawleys Island, SC

From community hospitals to large healthcare systems, service line management has become a core strategy for significantly improving revenue, resource allocation, efficiency and productivity, patient and staff satisfaction, improvement of organizational culture. Center stage of this movement, of course, is the service line manager. This primer course is tailored specifically for the clinical and/or service line manager seeking a broader understanding of the role, purpose, and success models for service line management.

Overview of service line models and their application
Clinical service as a business enterprise
Role, function, and accountability of the service line manager
Operational, financial, marketing, human resources, and political dimensions
Managing physician relationships in a service line environment
The role of support departments in a service line matrix
Developing a Service Line Business Model
The key steps to implementing a successful service line strategy

Preconference Session 2

Sunday Morning, October 30, 8:30 AM-12:00 Noon
THE INNOVATION CAFE: A Fabulous, fantastic WOW! visit to building an innovation culture
Phil Newbold, President and CEO, Memorial Health System, South Bend, IN

Innovation strategy is a must for achieving success in service line management. It is the lifeblood of new products, services, and programs that delight, excite, and WOW! customers. Learn about the successes and real-life experiences from those who have been "in the kitchen" and from great "chefs" who have prepared their organizations for continuous innovation. If you are intrigued by the potential of innovation for your service line and organization, you are sure to take home some tantalizing ideas from this session.

Crisp, Succulent Points that Cover Organic and Hearty Basics of Innovation
Exciting WOW Projects Chock Full of Innovation and Creativity
"Taste" Some Actual Prototypes Used in Patient Care Areas and their Community
The Rainbow of Innovation

Preconference Session 3

Sunday Afternoon, October 30, 2005, 1:30-5:00 PM
CRAFTING A STRATEGIC PLAN FOR SERVICE LINE SUCCESS: Finding your strategic sweet spot
Marc Bard, MD, Partner and Chief Executive Officer and Stephen Blattner, MD, MBA, Consulting Manager, The Bard Group, Newton, MA

Creating a strategic plan with a revenue-producing and outcomes measurement framework to drive success for your service line or clinical department is a high priority for service line managers. This session will include a discussion of best practices and innovative ideas drawn from the presenters national perspective and experience in the design and implementation of service lines. Drs. Bard & Blattner will share both strategic and tactical tips for service line management success that will allow you to immediately apply new approaches in your organization.

Introduce a strategic planning framework to steer towards success in your service line
Address barriers to change and understand "what it will take" to get buy-in from physicians and other key stakeholders
Understand the tools, techniques, and processes needed to develop a business plan for your service line with a built-in dashboard for measuring success
Align organizational goals with service line goals to gain support for your service line
Identify best practices in service line development through case vignettes

Join Us for Networking Dinner
Networking Dinner and Conference Overview
Sunday, October 30, 2005, 7:00—8:30 PM, Charge $35.00 

Conference Goal

The Snowmass Institute’s goal in offering this conference on Achieving Success in Service Line Management is to examine the latest trends, best practices, ideas, and success stories that will help our participants enhance their knowledge and skills to improve service line operational and financial performance.

Agenda
First Day
Monday, October 31, 2005
7:00-8:00 AM      REGISTRATION
8:00-11:30 AM    GENERAL SESSIONS

IF DISNEY RAN YOUR SERVICE LINE, SOME THINGS YOU WOULD DO DIFFERENTLY .  .  .
Fred Lee, President, Fred Lee & Associates, Altamonte Springs, FL

In this dynamic presentation, you will hear fresh insights and principles that can revitalize your efforts to inspire patient, employee, and physician loyalty. This session is full of relevant stories and practical examples, and will motivate you with new ideas. Lee will take a look at on service excellence initiatives, quality and performance improvement efforts, and patient satisfaction surveys. Based on his best selling book-If Disney Ran Your Hospital, 9 1/2 things You Would Do Differently, Lee will help you create extraordinary competitive advantage that results from being viewed as the best by employees, physicians, consumers and community.

9:30-10:00 AM           BREAK

EXPERT PANEL ON INNOVATIVE PRACTICES IN SERVICE LINE MANAGEMENT
Three panelists will present their success stories on innovative practices.

The Service Line Culture: Five key success factors
J. Heidi Aylsworth, Senior Business Development Associate, Swedish Medical Center, Seattle, WA

Service Line Integration: Hitting the tipping point with other service lines
Mary Anne Graf, Vice President, Bon Secours Richmond Health System, Richmond, VA

The Service Line Academy: Meeting the professional development needs in service line management
Rob Welch, MD, Chief Operating Officer, Ridgeview Medical Center, Waconia, MN

11:30-1:00 PM           NETWORKING LUNCHEON

AFTERNOON BREAKOUTS
Choice of Six Concurrent Sessions
1:00-2:30 PM & 3:00-4:30 PM

REVENUE AND ROI SUCCESS THROUGH SERVICE LINE MANAGEMENT
j. Heidi Aylsworth, Senior Business Development Associate, Swedish Medical Center, Seattle, WA
Swedish Medical Center began developing service lines in 2000. With 11 service lines, Swedish has expanded the model to the entire organization. This breakout will introduce you to the essentials of financial management of a service line and how to develop winning contribution margins and net income. Aylsworth will examine the the fine points of service line development, determining key financial indicators, financial reporting, drill down strategies, service line budgeting, taking the druggery out of resource allocation, and importantly, the politics of financial management.

VALUE INNOVATION: Strategies to Drive Growth and Profitability
Karen Corrigan, Senior Partner, The Strategy Group, Norfolk, VA
The long term success of your service line will depend to a large extent on your ability to develop new revenue streams and enhance others. In this session, Corrigan will share a process for assessing your strengths and weaknesses, market trends, cross-marketing opportunities, competitive trends, and new and emerging market segments for clinical services. You will learn how to respond to a new breed of competitors who often play by very different rules. Also included will be a new model for new service development via a multi-step process, plus new strategies for generating incremental revenue.

SERVICE LINE SUCCESS PROFILE: Ridgeview Medical Center
Rob Welch, MD, Vice President for Operations, Ridgeview Medical Center, Waconia, MN
This session puts the spotlight on a community hospital that is beginning to achieve results through service line management. Learn how this hospital has successfully used physician alignment, service line management, and an environment of collaboration as part of its service line journey. Topics include: Implementation strategy (successes and misses), putting customers first, linking of physician leaders with existing medical staff structure, integrating dashboard metrics and improvement methods, managing change, aligning organizational strategy, managing multiple projects (prioritization and focus). This is a story about year two in a three year process of creating and shaping service lines to execute organizational strategy.

COMPLETE WOMEN’S HEALTH SERVICE LINE: Integration with other service lines
Mary Anne Graf, Vice President, Women's and Children's Services, Bon Secours Richmond Health System, Richmond, VA
Learn about the latest ideas for creating a continuum of services for women and their families, strategies for integrating women’s health into other service lines, business management principles for a successFUL women’s health program, physician relationships, and best practices and success factors for managing and growing a women’s health service line.

The complete women’s health service line model
Aligning and integrating women’s health with other service lines
Managing a strategy of physician champions
The business of women’s health

PATHWAYS TO ONCOLOGY SERVICE LINE EXCELLENCE: Overcoming barriers, crafting solutions, best practices
Mary Lou Bowers, Vice President, Consulting Division, ELM Services, Inc., Rockville, MDDrawing on her extensive experience assisting both large and small organizations to develop their oncology programs, Bowers will outline the strategies for keeping your oncology service line financially successful and competitive. This session is designed to help you more effectively manage the many challenges of creating a successful oncology service line.

New and emerging trends driving oncology services (disruptive technologies, reimbursement trends, national competition, consumer directed care)
The competitive challenge of national competition
Managing diverse physician specialties
Ten ways to increase revenue
Strategies to address challenges and concerns facing oncology
Examples of best practice programs that have achieved success

STRATEGY OF CHAMPIONS: Creating Physician Alignment
Marc Bard, MD, Partner and Chief Executive Officer and Stephen Blattner, MD, MBA, Consulting Manager, The Bard Group, Newton, MA

A cadre of involved and motivated physicians capable of partnering with administrators is the foundation of any successful service line. Yet identifying and nurturing the leadership and partnering capabilities of these physicians presents challenges for many organizations. In this presentation, two experienced physician consultants will share strategic and tactical tips for organizations who wish to increase the participation and commitment of physicians in service lines. This workshop will include a discussion of best practices and innovative approaches drawn from the presenters’ national perspective including their experience in supporting physician engagement and the physician leadership in service line design and implementation.

 
2:30-3:00 PM                BREAK
3:00-4:30 PM                5 BREAKOUTS ABOVE REPEATED

Second Day
Tuesday, November 1, 2005
8:00-9:30 AM                GENERAL SESSION

BEST PRACTICES THAT WILL SUPERCHARGE YOUR SERVICE LINE STRATEGY
Kristine Peterson, President, Greystone Interactive, Chicago, IL
A philosophy of implementing relevant best practices framed by your service excellence story is a critical success factor for high performing service lines.  Kristine Peterson, editor of the book, The Spirit of Excellence: How Health Care Organizations Are Achieving Service, Quality and Satisfaction, will focus on best practice areas that have the potential to supercharge your performance and customer loyalty strategies. You'll learn how to build an indestructible bond with customers by empowering their experiences and creating emotional touch points, merge the right-brain and left-brain talents of your team, and use stories to tell and sell the benefits of your brand.  This session will be full of "big bang" initiatives and ideas that you can put to use in adapting and integrating your service line philosophy to create extraordinary results.

Adapt to and utilize a best practices philosophy
Capitalize on the power of story and emotional branding
Energize team performance and MD partnerships
Learn innovative ideas and leadership lessons from the front-line of delivery.

9:30-10:00 AM              BREAK

MORNING & AFTERNOON BREAKOUTS
Choice of Five Concurrent Sessions
10:00-11:30 AM & 1:00-2:30 PM

THE SERVICE LINE LIFEBOAT: Building and Sustaining a High Performance Team
Mary Nisbet, President, Nisbet & Associates, Pawleys Island, SC
How much time do you spend managing the problem players in your service line? Would you rather spend time with high performers? This session gives service line leaders the tools and techniques to mentor star performers, support dependable, positive players and redirect the "boat drillers" .  .  . or help them exit the organization.

Establish the key characteristics and measurable behaviors that you expect from your service line team members
Assess your team to identify high performing stars, dependable "steadies" and boat drillers who are undermining team success using a simple tool and process.
Create a development plan for your service line team players

CAPTURE THE POWER OF ORTHOPEDICS: Dominate Your Market by Building Distinction
Brian Shivler, President, Human Motion Institute, Canonsburg, PA
It takes more than just superior outcomes to create a successful orthopaedics program of distinction. Learn the key philosophies and business strategies used by the nation’s top healthcare institutions to build orthopaedic programs of distinction. Mr. Shivler will share case studies outlining a proven 5 step process for building value, improving care and increasing margins simultaneously. The unique interplay and performance of the following key success indicators will the key modules discussed.

Build market share through interactive business development programming
Maximize margins while increasing revenues by creating business units
Create distinctive consumer awareness through effective branding
Enhance physician relationships through value driven partnerships
Maximize quality of care through continuum flow refinement

GETTING TO THE HEART OF A SUCCESSFUL CARDIOLOGY SERVICE LINE
Candice Saunders, Chief Operating Officer, Inova Heart and Vascular Institute, Vice President, Inova Health System, Falls Church, VA
Cardiology is rapidly moving into a very dynamic and competitive cycle with new devices and drug therapies emerging that are, and will, alter the entire clinical delivery system and business model. The goal is to help you stay abreast of this dynamic specialty and to determine and/or validate the strategies that will help you develop the most effective business model for your cardiology/cardiovascular service line.

Current and emergent trends that will and are shaping cardiology service
Creating the heart care experience
Cardiology business models that work
How to integrate with other service lines
Physician collaboration and involvement strategies

NURSING ADMINISTRATION CONSIDERATIONS IN A SERVICE LINE ENVIRONMENT
Johnny Veal, RN, MSN, Director of Cardiovascular Nursing and Trauma Service Line, Wake Forest University Baptist Medical Center, Winston-Salem, NC
Nursing administration plays a critical role in service line management. The issues and decisions involving the role of nurse management and the evolving role and issues of nursing administration in creating a successful service line is the focus of this breakout.

The expanding role of the nurse manager in a service line environment
Centralization vs. decentralization issues
Managing and resolving the critical issues
Creating an environment that will attract and retain nurses
Best practices and lessons learned for successful service line nursing management

11:30-1:00 PM              LUNCHEON with Optional Topic Tables
1:00-2:30 PM                5 BREAKOUTS ABOVE REPEATED
2:30 PM                         CONFERENCE ENDS

Registration Information

Conference Tuition is $699.00 per person and $649.00 for each additional person from the same organization. Preconference registration is $159.00 per session and $278.00 if you register for a morning and afternoon session ($40.00 savings)

Tuition includes luncheon on Monday and Tuesday, comprehensive conference manual with material from all the sessions, and nursing contact hours certificate if applicable.

SECURE HOTEL ACCOMMODATIONS PROMPTLY

Hotel Accommodations at the Palmer House Hilton is $165.00 for single or $169.00 double occupancy through For reservations, please call the Palmer House Hilton at Reservation Desk toll free at 1-877-865-5321. Or you may secure your hotel (and airline reservations) with Teresa at DTR Travel/Denver at                1-800-815-8601 ext. 401.

After our room block expires on October 7, neither our space or special conference rate is guaranteed. If necessary, The Snowmass Institute (303-771-4044) will assist you in finding accommodations nearby. We anticipate our room block will sell out!

TRANSPORTATION FROM O’HARE AIRPORT
Airport train (Blue Line) is $1.75! No transferring/exit Monroe Street, only one block from hotel. Reliable 45-60 minute ride. Hotels shuttle is Airport Express $25/$35 roundtrip. Cabs $35-$45 one way. About 35 miles to downtown Palmer House Hilton.

TRANSPORTATION FROM MIDWAY AIRPORT
About 12 miles from Palmer House Hilton, Airport Express is $19/$30 roundtrip. Cabs run $25-$35 one way.

Cancellation Policy: Full refund is made is cancellation is received by October 7. A $125.00 service fee is assessed for cancellations made after October 2. No refund after October 14. Refund sent within 30 days after conference.

TO REGISTER, PLEASE CONTACT US AT 303-771-4044. OR
FAX 303-771-5503

REGISTER ONLINE

The Snowmass Institute
8694 East Mineral Circle
Centennial, CO 80112
snowinst@eazy.net

Comments
…from Fall 2004 Snowmass Institute Evaluations

“Provided me with some new and innovative service line ideas. Eye opening opportunities health care will need to gravitate to.”
Mike Bonner, Program Director Neurosciences
Good Shepherd Rehab Hospital, Allentown, PA

“Presentations provided very meaningful, hands-on approaches for use by everyone from most novice to most mature service line hospitals. Practical applications and focus on best practices discussion.”
Donna Landry, Vice President/Organizational Development
Lafayette General Medical Center, Lafayette, LA

“Attend – it’s well worth your time. Stimulates ideas for new endeavors and enhancing existing.”
Bernie Van Court, RN, Chief Operating Officer
Bay Area Medical Center, Marinette, WI

“Great conference! Don’t miss it. It’s well presented, evidence-based and practical for physician directors and managers.”
Susan Cole, MD, Medical Director, Women’s Services
OSF Saint Francis Medical Center, Peoria, IL

 “It was full of so much information! I would have liked others from my organization to have attended with me. It brings clarity to our confusion in beginning a service line.”
Lisa Haden, RN, Program Manager
Durham Regional Hospital, Durham, NC

“This is a very valuable conference for the service line leader. Provides the insights & inspires the attendees to forge the path & create the vision of service lines for their organization.”
Teresa Heckel, Associate Administrator, Oncology Service Line
Memorial Hospital, Colorado Springs, CO

“This is the program to attend to help get Service Line management started or on track.”
Jennie Morris, RN, Chief Operating Officer
Morristown-Hamblen Healthcare, Morristown, TN

“Terrific information for all aspects of service line. Speakers have diverse backgrounds & expertise.”
Katherine Murray, RN, Director of Women’s & Children’s
Frederick Memorial Hospital, Frederick, MD

“Need to have more than one person from an organization attend if possible – but do attend!”
Ramona Paulsrud, RN, Executive Director
St. Vincent Family Life Center, Indianapolis, IN

“Excellent presenters with helpful information to take home and use to strengthen my service line.”
Ken Scrivano, Director-Orthopedic Services
SwedishAmerican Hospital, Rockford, IL

“Created the opportunity to refocus on the key elements of SL management that seem to get lost in the day-to-day chaos! Ample opportunity to ask questions. Varied backgrounds of faculty a plus.
Kathy Hill, Executive Director
Benefis HealthCare, Great Falls, MT

“I learned a lot of good information and have many ideas to take back. Liked the variety of session topics.”
Marcia Jackson, Senior Vice Pres., Planning/Marketing/Business Development
Palomar Pomerado Health, San Diego, CA