Reigniting Frontline Culture Through Service Behaviors
Tuesday, March 10, 2026
2pm ET / 1pm CT / 12pm MT / 11am PT
Speaker: Keisha Jean-Baptiste, CPXP, Patient Experience Specialist, MedStar Washington Hospital Center
Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors. This webinar offers interactive strategies - role play, video modeling, and recognition planning - to engage teams in consistency and compassion. Join this webinar to learn how this approach boosted patient experience ratings and courtesy scores while strengthening leadership and team alignment.
Learning Objectives
-Discover a proven framework for building a positive, patient-centered culture through standardized service behaviors.
-Define the three-step Standard Service Behaviors framework and describe how leaders and staff can role-model and implement it in their organization.
-Gain practical recognition strategies and demonstrate one recognition activity for implementation in their organizations/teams.
Non-members can purchase webinars at a cost of $49 each.
Recording & AI Use
By registering for this webinar, you acknowledge and agree that this session is not to be recorded, transcribed, summarized, or captured in any form by participants. This includes, but is not limited to, screen recording, audio recording, note-taking via AI tools, or use of automated transcription or summarization technologies. Unauthorized capture or distribution is prohibited. The recording will be available on The Beryl Institute’s website after the event.