If you've ever posed as or hired a mystery patient at your practice, you've likely gained valuable insights into how your office could provide better customer service, the areas in which your staff could use more training, and even how your clinicians could be more effective communicators.

On Tuesday afternoon, you'll have the chance to benefit from lessons learned throughout a career as a professional mystery patient. Over the past 20 years of posing as a patient in practices of all types, Meryl Luallin, partner at consultancy Sullivan Luallin in San Diego, has seen it all. During concurrent session E9, attendees will not only be entertained by Luallin's tales from the field--including having a physician reach out to shake her hand while wearing rubber gloves--but also provided with the nuts and bolts as to how to conduct your own mystery patient program.

Learn how, by going undercover, you can assess your practice's customer service from the time patients call to make an appointment to their experience paying their bill (and everything in between). As a veteran in the field of physician practice patient satisfaction, Luallin will describe from her years of experience how to not just meet patients' service expectations but how to exceed them using specific strategies.