Recorded for the 2018 Spring Convention

1 hour and 12 minutes of synced audio and PowerPoint

Course Description:How does culture impact the bottom line of your business? In this lecture, you will learn to understand the science behind high performing organizational culture and see real results in the urgent care space both from privately operated companies and health systems. You will be able to understand the link between culture and Net Promoter Scores and how private operators and health systems can establish key performance indicators to manage this aspect of the business.

Speaker: Robert Rohatsch, MD is the CEO of Banner Urgent Care / Occupational Health. Dr. Rohatsch oversees the 32 urgent care centers that were acquired by Banner in November 2016, as well as the 12 new sites opened in the first quarter of 2017. In addition, he has launched a retail strategy in Arizona operating retail clinics in grocery stores across Arizona and Colorado. Dr. Rohatsch has extensive ambulatory and retail experience. He co-founded a multi-state urgent care company with 14 locations in Connecticut, Massachusetts, and New York. This company set a new quality benchmark with the Joint Commission on ambulatory care standards and consistently achieved Net Promoter Scores (NPS) in the top one percent of health care service companies nationally. More recently, Dr. Rohatsch has been a managing director and senior consultant for Merchant Medicine, a nationwide health care consulting firm focused on ambulatory care strategy and operations for urgent care and “walk-in” medicine. In this role, Dr. Rohatsch has provided consultative advice to health system clients across the country, including one of the largest providers of pediatric urgent care in the United States. Dr. Rohatsch was a practicing physician in the emergency department in the beginning of his career before transitioning into operations. He earned his medical degree in 1999 from the Jefferson Medical College of Thomas Jefferson University in Philadelphia, PA. He completed his residency in emergency medicine at the University of Florida, Jacksonville. Dr. Rohatsch serves as a clinical instructor at the Yale School of Medicine in New Haven, Conn. He also served honorably in the United States Air Force.

Disclosures:

None

1 UCMC – Operations

Submitting for Credit:

If you would like to submit for credit above, you complete the 5 question knowledge test and answer 3 out of 5 correctly. Your certificate will be available under My Credits in your UCAOA profile and your credit will be placed in your profile under “Professional Development” of click on “My Credits”.

Please email education@ucaoa.org with questions.