The Concierge Catalyst: Elevating the Patient Experience from First Click to Final Follow-up Friday, October 16 Fri, Oct 16 5:00-6:00 p.m. CDT

Exceptional surgical outcomes alone no longer define a successful plastic surgery practice, patient experience does. This session explores how intentional, high-level customer service across every patient touchpoint drives satisfaction, loyalty, and practice growth. From the first phone call to long-term follow-up, attendees will learn how to create a culture of service excellence that aligns the entire team, reduces friction, improves online reputation, and differentiates their practice in an increasingly competitive marketplace.

Upon completion of this learning activity, participants should be able to:

1. Define the key components of an exceptional patient experience in a plastic surgery practice

2. Identify common breakdowns in customer service across the patient journey and strategies to address them

3. Implement team-based approaches to improve communication, responsiveness, and consistency

4. Apply service recovery techniques to manage dissatisfied or anxious patients effectively

5. Measure and sustain improvements in customer service through feedback and performance metrics