Travels from Wisconsin, USA
Kristin Baird's speaking fee falls within range: $5,000 to $10,000
Kristin Baird is that rare type of healthcare expert who not only has all the knowledge of an expert speaker, consultant and researcher but who also has the experience of working in healthcare at the sharp end. With a bachelor of science in Nursing from the University of Wisconsin–Madison and with a master’s in Health Services Administration from Cardinal Stritch University, Milwaukee, she brings her breadth of experience to guiding clients and audiences through the healthcare system.
Kristin is the creator of a web series, “Raising the Bar on Service Excellence: Step by Step,” which helps healthcare leaders develop and implement the essential competencies for a service centered culture. Her experience of helping healthcare clients stretches right across the healthcare spectrum, from hospitals to medical practices and long-term care facilities; all of them have benefited from her efforts to improve the customer experience.
Author of a number of healthcare books, Kristin’s publications include You Make the Call! Healthcare’s Mandate for Post-discharge Follow Up, Raising the Bar on Service Excellence: The Health Care Leader’s Guide to Putting Passion into Practice, Reclaiming the Passion: Stories that Celebrate the Essence of Nursing, and Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence.
Kristin has recently been honored by being appointed by the Secretary of Health to the National Advisory Counsel for the National Health Service Corps, allowing her to bring her passion for excellence and healthcare customer service expertise to the national stage.
With over 25 years of experience in patient care, healthcare marketing, business development, and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. President of the Baird Group, Kristin earned a Bachelor of Science in Nursing from the University of Wisconsin-Madison and a Master’s in Health Services Administration from Cardinal Stritch University in Milwaukee, WI.
Kristin is the author of You Make the Call! Healthcare’s mandate for post-discharge follow up (Golden Lamp Press, 2012), Raising the Bar on Service Excellence: The health care leader’s guide to putting passion into practice (Golden Lamp Press, 2008), Reclaiming the Passion: Stories that celebrate the essence of nursing (Golden Lamp Press, 2004), and Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (Jossey Bass and American Hospital Association Publishing, 2000).
Kristin is the creator of acclaimed online executive leadership course Be the Leader Nobody Wants to Leave – 8 Transformational Skill-Builders for Busy Leaders. In addition to her work in leadership development and culture transformation, Kristin has designed turnkey programs that improve customer service skills for doctors, nurses, and all frontline staff. She has worked with hundreds of healthcare clients, including hospitals, medical practices, and long-term care facilities to improve the customer, provider, and employee experience.
Kristin received an appointment from the Secretary of Health to serve on the National Advisory Council for the National Health Service Corps. Her work in Washington is consistent with her passion for excellence. She brings her talent in customer service and marketing to assist the NHSC in serving the underserved.
Using examples from her own life, customer service expert Kristin Baird explains the difference between good and bad patient service in the healthcare industry: “I'm calling this GYN office, and I've got it in my head that I'm going to make an appointment. I get an automated message, which says ‘If you're calling about your medication, please hang up and call your pharmacy. If you are calling to speak to the secretary, press 1. If you would like to speak to a nurse, press 2. And I'm thinking to myself, I wanted to make an appointment… ‘I'm sorry you didn't understand, please call again later.’"She explains how essential it is that healthcare practices ensure that they are engaged with patients from the moment of first contact, “If you're calling about your medication, hang up and call your pharmacy–friendly, engaging? I think not."
Kristin Baird brings more than three decades of experience to her presentations that cover many aspects of healthcare customer service and marketing. She can teach you to see your organization through the eyes of your customers and see exactly where you can improve your customer service offer.
Kristin teaches the correct way to shadow a physician so that you are in the best position to assess their successes or otherwise in customer care. She advocates a self-sustaining, train the trainer approach that will result in physicians receiving valuable feedback and positive outcomes of patient care.
With a first degree in nursing, Kristin has many valuable insights into the nurse-patient relationship and its pivotal role in patient satisfaction. She can help nurses to see just how valuable their contribution to the overall healthcare plan is, and how they can strategize for the most positive patient experiences.
Culture Eats Strategy for Breakfast
Baird Group offers this topic as either a keynote presentation or a hands-on workshop. During the keynote, we explain the culture driving your business imperatives and how leadership is at the core of driving that culture. The workshop gives participants an opportunity to do activities that help them identify their culture and align it to improve their strategies.
From Burnout to Breakthrough: Coaching Strategies for Today’s Healthcare Leaders
In today’s dynamic healthcare environment, the ability to effectively coach team members is critical for leaders striving to elevate performance, foster resilience, and promote continuous professional growth. Effective coaching empowers healthcare professionals to reach their full potential, enhances patient care, and builds stronger, more collaborative care teams. Skilled coaches in healthcare settings are mindful, empathetic, and attuned to the unique perspectives, motivations, and professional goals of each team member.
This four-hour, practical, and interactive workshop is designed specifically for healthcare leaders. Participants will gain hands-on experience using coaching techniques that can be immediately applied within clinical and operational settings. Leaders will explore the coaching mindset and be introduced to a toolkit designed to foster strong coaching relationships, enable productive dialogue, and support high-impact team development. Participants will also learn to navigate and lead coaching conversations using a five-step model tailored for the healthcare context.
Through the use of a Healthcare Team Coaching Assessment Grid, leaders will identify strengths and development opportunities within their teams and determine which coaching conversations are most needed to support team effectiveness and individual growth.
Key Learning Objectives: - Understand what it means to be an impactful coach in the healthcare setting. - Identify three foundational elements of effective coaching for clinical and non-clinical teams. - Explore diverse personal and professional perspectives within the healthcare workforce. - Learn how to build trust and psychological safety in coaching relationships. - Practice and apply coaching dialogue tools that support development and accountability. - Learn how to confidently lead structured coaching conversations. - Develop a personalized Healthcare Coach Action Plan to guide your continued growth.
Mastering Storytelling: The Healthcare Leader’s Guide to Engaging Hearts and Minds
Great leaders are engaging storytellers. This interactive, 2-hour workshop taught by seasoned storytellers is designed to help leaders master the art of storytelling using a simple, effective tool. Available both onsite and virtually, it provides hands-on practice and peer feedback for building confidence and impactful communication. Learn more.
Coaching for Engagement and Improved Performance
Coaching is an integral part of any job in healthcare. This presentation focuses on how it affects the bottom line—showing healthcare leaders the financial impact of their current state and how much money they may be losing because of disengaged employees. Participants learn how to coach for each level of engagement—from completely detached employees to those who are highly motivated.
Hire for Fit
The job interview is one of the single most important indicators of whether you will be able to continue a culture of excellence in your organization. You need to learn how to hire the people who will align with your vision for the culture of the future. During this presentation, we offer practice interview questions and show participants how to spot behaviors and attitudes that will fit best with their organization.
Mastering the stay interview
You may have mastered the job interview. You might even nail exit interviews. But what about conversations with your employees during which you address their goals and concerns? There’s an art and science to keeping people engaged. The stay interview is your opportunity to learn how you can best support your employees. This presentation shows how you can either be part of growing them in place or pushing them out to your competition.
“Baird’s presentation, “C.S.I. Meets the Flintstones – Using New Information to Change Old Ways,” was very well received by our staff. Her personal experiences as well as her mystery shopping stories really reinforced the importance of creating a culture of service excellence for our patients.” Pam Gillespie RN Quality Improvement Coordinator Harbor Medical Associates Weymouth, MA
“I first heard Kris speak at the MGMA national conference and knew we had to have her at our local chapter meeting. Her interactive style makes her easy to listen to and her real world examples get you excited to go back to your own practice and take a closer look! She is a fantastic speaker and is current on what we deal with in today’s healthcare world.” Sarah LigonPast President, Nashville Chapter of MGMA Old Harding Pediatric Associates, Nashville, TN
“Recently we had the opportunity to engage Kristin Baird as the speaker for our Nurse’s Day celebration. Several weeks later the staff is still talking about her presentation. Kris’s personality and passion for the profession were evident throughout the day. She made her talk personal for our staff by talking about our organization’s values and was very successful in encouraging our nurses to reclaim their passion for the profession. Through humor and tears, Kris was able to touch the hearts of each one in the audience. As a result, today we have nurses wanting to tell their stories. Thanks to Kris, we had one of the most memorable Nurse’s Day we have ever had. “Krista Kelley, MBA, BSN, RN Director, Medical Telemetry Adena Health System, Chillicothe, OH
“Thanks again for a great presentation. I really appreciated your presentation and I especially enjoyed the way you engaged different people in sharing their own stories. Since your presentation I have spoken to several people that attended inquiring about their experience and here are a few quotes:
“I loved Kristin′s presentation and it made me remember all of the wonderful experiences I have had over my 30 years of nursing. It made me wish I was back at the bedside because I always had a sense of the difference I was making for my patients”
“The idea that nurses don′t tell our stories was a great aha. It is so easy to take for granted each day as a nurse and not realize the difference that we have made for a patient, a family member, or a staff person. Kristin helped remind me that I make a difference.”
One of our OB staff nurses shared that “Kristin′s presentation reminded me of what a privilege it is for me every time I participate in a delivery and that along with that privilege is my responsibility to make a difference for each of my patients”
I personally loved your presentation. It was a tremendous combination of practicality, years of experience and a sincere sharing of nurses′ stories – both the good times and the difficult times that we share with patients, nurses and the rest of the healthcare team. Thanks again for a great presentation. ” Jeannie M. Eylar Chief Clinical Officer Pullman Regional Hospital Pullman, WA
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Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one.
Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
Chapters focus on:
You Make the Call—Healthcare’s Mandate for Post-discharge Follow Up Every day, thousands of people are discharged from hospitals. While relieved to be going home, they are often frightened and insecure about caring for themselves at home. How the hospital manages follow up can make a world of difference in spotting adverse reactions, quelling fears, and providing appropriate direction. Adverse conditions can lead to costly readmissions that hurt the bottom line and dissatisfied consumers who can hurt the hospital’s reputation.
You Make the Call presents a solid case for a post-discharge call system to improve clinical outcomes and improve the patient experience. This book provides the rationale and key steps for launching a post-discharge follow-up call process. Kristin Baird offers case examples, models, and tools to help you evaluate the need for follow-up calls as well as tools for integrating them into a comprehensive care plan.
An award-winning author and consultant, Baird’s expertise stems from over 30 years as a nurse, executive, and consultant. Her passion for the patient experience has set her career path and is a driving force behind this book.
Are you doing post-discharge follow up? Does it make sense for your organization? Should you devote resources to post-discharge calls? Read Baird’s book and then you make the call.
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