Expert Contributors

The following industry experts have contributed to one or more of the training booklets in the Healthcare Professionals series. A unique perspective and deep industry background informs each contributors comments.

Kirstin Baird, RN, BSN, MHA, President
Baird Consulting, Inc.
A results-oriented consulting group specializing in customer service improvement and mystery shopping for health care organizations.

Kathleen Daily Mock, RN, BSN, JD, LL.M, Principal Consultant
HCC Consultants
Focusing on improving health care through effective and proactive communication solutions.

Bob Murphy, RN, Esq., FACHE
Studer Group
A health care consulting firm devoted to teaching evidence-based tools and processes that create and sustain outcomes in service and operational excellence.

James G. Shaw, CMC, President and Founder
Shaw Resources
Assists healthcare organizations to identify and implement improvements in service quality and cost effectiveness utilizing a patient/customer focused analytical methodology.

Kate Zabriskie, President
Business Training Works, Inc.
Providing online and onsite communications training for healthcare professionals.