Events

Meeting the Needs of Today's Healthcare Consumer

Thurs. November 19th, 2026 | 5:30pm-8:00pm
MedStar Franklin Square Medical Center
9000 Franklin Square Dr, Baltimore, MD 21237
Crawford Conference Center, Kotzen Auditorium | First/Main Floor

Dinner begins 5:30pm, Education 6:30pm-8:00pm

Attendees will earn 1.5 In-Person Education Credits!

Moderator: Jonas Nguh - Director Performance Improvement, Springfield Hospital
Panelist 1: James Case - Principal Advisory, KPMG
Panelist 2: Franklin Owusu - Vice President, Operations, Children's National Hospital
Panelist 3: Yta Toribio-Hernandez - SVP - Revenue Cycle Management, Schweiger Dermatology Group

Session Description: Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way. Organizational survival relies on healthcare leaders with the vision, determination, and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries and healthcare disrupters like retail clinics. How can hospitals and health systems provide the same level of customer service to stay competitive? 

Arrival Information: Please use Entrance #2 or the main entrance and proceed to the Crawford Conference Center on the first/main floor. The event will take place in the Kotzen Auditorium and adjoining lobby.