DESCRIPTION

1. The primary causes of care and customer service challenges and complaints.  
2. Best practices to prevent care and customer service challenges from developing.  
3. Strategies and tactics designed to handle care and service challenges and complaints when do occur. 

PRESENTER

Luke Fannon is the founder of The Fannon Group, a consulting company that has helped organizations improve their sales and marketing and maximize census for over 15 years.  He also recently became the new owner of Oasis Senior Advisors - Baltimore Metro Office.  His expertise includes post-acute care, senior living lead generation and engaging families making healthcare decisions.   

Luke has a diverse background with experience that includes leadership roles in sales, marketing and operations. He has worked in every segment of acute, post-acute and eldercare continuum including adult day healthcare and senior living.  He served as the CEO of a Medicare Certified Home Health Agency during the pandemic.  His work as a consultant includes working with home care, hospice, skilled nursing, senior living and PACE programs.  He’s also a failed comedian.

Luke has built his expertise over decades working with the elderly and their families and by creating partnerships with professionals.  His success is due, in part, to a commitment to lifelong learning and research into the needs of those he is serving, how people make decisions, influence and persuasion. Luke’s personal mission in his work is to help others.