Business 201 Faculty < Back Donald Taylor Professor of Practice, Executive Education Director Education MA, Pennsylvania State University, 1988 BS, University of Texas at Arlington, 1979 Professional Organizations Retired US Air Force Colonel, 27 years ACHE, AFA Life Member Board Certified in Healthcare Management, American Academy of Medical Administrators (past) FACHE Certification pending in 2022 Business201 Home

Create an amazing pateint experience.5 Ways to Improve the Patient Experience Through Marketing < Back 5 Ways to Improve the Patient Experience Through Marketing Kim Campbell and Suneel Chilukuri, MD | Dermatology Authority May 16, 2022 Create an amazing pateint experience. Where does the patient experience begin? While dermatologists may have a different answer to this question in today’s digital era, most will agree that one of the first patient touchpoints is with your telephone operator. A person looking for a new physician or health care provider can begin with an online search. If you’ve been lucky enough to visit with a patient, does the relationship end when they walk out the practice doors? The numerous patient touchpoints before, during, and after a clinic visit allow you to connect with a patient. The strength of this connection influences the likelihood the client will stay with your dermatology practice. By implementing strong internal marketing strategies, you will naturally increase practice success by retaining current patients while also introducing pertinent procedures applicable to their family members and friends. Internal marketing refers to educating patients on the breadth of services you offer. Below, we discuss five ways you can improve the patient experience through internal marketing. UTILIZE ENGAGING DIGITAL ASSETS Dermatology practices can use inexpensive television monitors to educate and improve the patient experience. One can customize short videos utilizing your mobile device to discuss the procedures you offer. You can also ask your aesthetic or medical representatives for digital assets, such as before and after photos or testimonials, to display on your monitors. For example, we utilize Friend Media’s FM stick to easily change the content even while the patient is in the room. If the patient is coming in for a body contouring procedure, we change the display content to educate him or her about neuromodulators and fillers. If a patient is extremely pleased with his or her result, we can change the display to ask for a review. Most often, we have the display showing our last five social media posts, which further encourages our patients to follow our Instagram and Facebook pages. All of this content is easily controlled with a remote control similar to one used for an Amazon Firestick. In addition to providing entertainment and a distraction to reduce anxiety, the displays educate patients on your practice, provide health care tips, promote new services, and encourage internal referrals. CREATE A PATIENT REFERRAL PROGRAM When you improve the patient experience, you create a brand ambassador for your practice. A happy patient may tell one or two friends about you and your services. Unfortunately, an unsatisfied patient may tell 50 or more acquaintances or strangers to not utilize your practice. It is simple to appropriately reward referrals. You may consider a gift card for future services to your practice or even gift a synergistic service to enhance his or her current procedure(s). Don’t neglect writing a handwritten thank you note or personally calling to thank your current patient for her referral. BUILD A USER-FRIENDLY WEBSITE To improve the likelihood of your practice being found online, you’ll want to have a mobile-friendly website. Customize the overall design to accurately reflect your practice’s brand. Your practice benefits from implementing a search engine optimization campaign by adding short educational blogs once or twice a month. This will help your website rank better and be easily found by potential patients. To make your website easier to navigate, some things to pay extra attention to are webpage loading speed, broken links, and missing pages. Make sure you have an easy-to-use contact form or patient portal to ensure that patients can leave their details to be called back and are able to request an appointment at your office. Don’t neglect asking for Google reviews. EDUCATE STAFF IN CUSTOMER SERVICE In today’s fast-paced world, patients are seeking excellent customer service. There are simple things that make the difference, such as inviting patients directly from the reception area to an exam room. To ensure that your practice provides impeccable customer service, implement employee coaching and training sessions so that your team has the tools needed to provide a superior patient care experience. Consider hosting an open forum for staff members once a month to ask questions and provide constructive criticism. The repercussions of a negative interaction with your practice are negative online reviews and word-of-mouth complaints. MAINTAIN AN ATTRACTIVE AND INVITING OFFICE SETTING Your practice should be an inviting place for patients to visit and for employees to work. To keep guests happy, a clean, organized office is essential. Replace stained roof tiles and rusted trays. Touch up scuffed paint or scratched surfaces. Consider adding personal touches, such as your favorite artwork or photographs. We utilize inexpensive smart devices to control lighting and music in each exam room. By customizing the experience, patients feel comfortable and pampered. Remember to always leave your clients feeling happy; they remember the sensation, not the words. ~~~~~~~~~~~~~~~~~~~~~~~~ ABOUT KIM CAMPBELL Founder, Dermatology Authority Kim Campbell is the Founder CEO of Dermatology Authority, the leading matchmaking agency for the dermatology market. Dermatology Authority helps practices grow by adding providers, practices, marketing, and practice start-up services. If you are looking to advance your career, Ms. Campbell can be reached at DermatologyAuthority.com or call 800-577-0125. ABOUT SUNEEL CHILUKURI, MD Suneel Chilukuri, Md, Faad, Facms is Director of Cosmetic Surgery and Chief of Dermatology and Dermatologic Surgery at Refresh Dermatology in Houston, Texas. ABOUT CLAY J. COCKERELL, MD, JD, MBA Dr. Clay J. Cockerell is a world-renowned specialist in treating and diagnosing skin disorders and has diagnosed over three million biopsies. An internationally recognized pioneer in his field and double board-certified in dermatology and dermatopathology, Dr. Cockerell has been practicing medicine since 1986. He is currently the Founder & President of Cockerell Dermatopathology and the Program Director of the Health Education Services dermatology residency program sponsored by the Lake Granbury Medical Center. Also, Dr. Cockerell sees patients a few days per month to assist with resident training and to keep his clinicopathological skills sharp. Dr. Cockerell has held numerous leadership positions within several highly regarded medical associations. Most notably, he served as the President, Secretary & Treasurer and a member of the Board of Directors of the American Academy of Dermatology, President of the Texas Dermatological Society, and President of the Dallas Dermatological Society. Also, Dr. Cockerell holds leadership roles as Founder and President of Cockerell Dermatopathology and a former AmeriPath Board of Directors member. Dr. Cockerell and his wife, Brenda, had a lifelong dream of producing wine and, in 2005, purchased a vineyard in Calistoga, California. They now produce wine under the Coquerel Family Wine Estates label. Dr. Cockerel and Brenda have two children, Charles and Lillian, and they have been married for forty-six years. In addition, Dr. Cockerell and Brenda enjoy traveling, golf, and winter sports. ABOUT COCKERELL DERMATOPATHOLOGY The Cockerell Dermatopathology story begins with Dr. Clay J. Cockerell's vision to establish a practice whose mission is to treat each specimen as if it came from one of own family members. Family! At Cockerell Dermatopathology, every employee is driven by a relentless pursuit of diagnostic excellence. We specialize in evaluating dermatologic disorders, tackling cases ranging from the routine to the most challenging. Our practice continuously invests in cutting-edge technologies to best serve each referring clinician and their patients. These innovations result in higher-quality diagnostic slides, quicker turnaround times for routine cases, and seamless deployment of EMR interfaces. From an educational perspective, Cockerell Dermatopathology is more than a dermatopathology practice. We host numerous in-person and internet-based education events and boast a state-of-the-art 14-headed microscope for dermatology resident training sessions. Our services extend beyond borders, serving hundreds of clinicians in Texas, throughout the United States, and globally. With a highly accessible team of board-certified dermatopathologists and a dedicated support staff, our vision is simple yet profound. Family, we treat every specimen as if it were from one of our own family members. Previous Next

Whitney High, MD, JD, MEng Whitney High, MD, JD, MEng Faculty Professor of Dermatology Vice-Chairman, Dermatology Director of Dermatology Clinic Director of Dermatopathology Laboratory, University of Colorado Whitney A. High, MD, MEng, a native of Colorado, is the Vice Chairman of Dermatology, and the Director of both the Dermatology Clinic and the Dermatopathology Laboratory at the University of Colorado. He is board-certified in Dermatology and Dermatopathology. He also has certification in Tropical Medicine & Hygiene. After practicing as a chemical engineer in the industry, Dr. High returned to medical school to receive his medical degree from the Mayo Clinic School of Medicine. Dr. High completed his dermatology residency training at the University of Texas Southwestern Medical Center, serving as Chief Resident. He completed his dermatopathology fellowship at the University of Colorado. Dr. High is appointed to the Departments of Dermatology & Pathology at the University of Colorado. His research laboratory was the first in the world to discover gadolinium in the tissue of patients with nephrogenic systemic fibrosis. Dr. High also has a degree in law from the University of Denver. He has authored 4 textbooks, 40 chapters, and more than 80 medical papers. He has served as an editor/editorial board member in many top medical journals in his fields. Dr. High’s current research interests include: Pigmented lesions Medicolegal issues Infectious disease/sexually transmitted disease Pharmacological and toxicological dermatology/dermatopathology Advanced biochemical testing applied to dermatology/dermatopathology PS Winter Home

Business 201 Faculty < Back Mark Noble Founder In everything I do, I believe in the "Enrichment of Others!" It is core to who I am and what I offer the world. I train executives and their teams to reduce friction, increase productivity and accelerate company performance across the enterprise. The tools I install in the business enhance collaboration, improve communication and create accountability. My clients range from Stantec Engineering to Alaska Airlines. Industries where I have trained Market Force include mortgage banking, life insurance, architecture, real estate development, construction, commercial property management and logistics. In short, Market Force is industry agnostic. It fits anywhere human beings are charged with coordinating action together. With 25 years of hands-on experience leading commercial real estate brokerage firms, I have spent a majority of my career focused on sales productivity and coaching brokerage teams. I know what it takes to get individuals and teams performing at their very best. Central to my training is the Market Force Technology. Market Force is Human Performance Technology that gets leadership, teams and individual producers performing at ridiculously high levels. It is based on cutting-edge neuroscience and has been trained and taught to over 12,000 professionals in 38 countries. https://www.thenobleforce.com/ Business201 Home

Clay Cockerell, MD, MBA, JD < Back Clay Cockerell, MD, MBA, JD Educational Managing Director Cockerell Dermatopathology , Founder & President Health Education Services sponsored by Lake Granbury Medical Center, Program Director, Residency Program Dermpath On Demand , Co-Founder & Educational Director Dr. Clay J. Cockerell is a world-renowned specialist in treating and diagnosing skin disorders and has diagnosed over three million biopsies. An internationally recognized pioneer in his field and double board-certified in dermatology and dermatopathology, Dr. Cockerell has been practicing medicine since 1986. He is currently the Founder & President of Cockerell Dermatopathology and the Program Director of the Health Education Services dermatology residency program sponsored by the Lake Granbury Medical Center. Also, Dr. Cockerell sees patients a few days per month to assist with resident training and to keep his clinicopathological skills sharp. Dr. Cockerell has held numerous leadership positions within several highly regarded medical associations. Most notably, he served as the President, Secretary & Treasurer and a member of the Board of Directors of the American Academy of Dermatology, President of the Texas Dermatological Society, and President of the Dallas Dermatological Society. Also, Dr. Cockerell holds leadership roles as Founder and President of Cockerell Dermatopathology and a former AmeriPath Board of Directors member. Dr. Cockerell and his wife, Brenda, had a lifelong dream of producing wine and, in 2005, purchased a vineyard in Calistoga, California. They now produce wine under the Coquerel Family Wine Estates label. Dr. Cockerel and Brenda have two children, Charles and Lillian, and they have been married for forty-six years. In addition, Dr. Cockerell and Brenda enjoy traveling, golf, and winter sports. DOD Home

Mark Nestor, MD, PhD < Back Mark Nestor, MD, PhD Faculty Mark S. Nestor, M.D., Ph.D., F.A.A.D. is a board-certified Dermatologist and serves as Director of the Center for Clinical and Cosmetic Research™ and the Center for Cosmetic Enhancement®, Aventura, Florida. He is a Voluntary Professor in the Department of Dermatology and Cutaneous Surgery and the Department of Surgery, Division of Plastic Surgery at the University of Miami, Miller School of Medicine. He is the current President of the American Cutaneous Oncology Society, a past President of the American Society for Photodynamic Therapy, the International Society for Cosmetic and Laser Surgeons, and the Florida Society of Dermatology and Dermatologic Surgery. As Director for CCCR, he has conducted more than 150 FDA and non-FDA clinical trials. Dr. Nestor is recognized as a world expert in clinical therapeutics, drug delivery systems, and research in many areas of clinical Dermatology and aesthetics including acne, psoriasis, and skin cancer, light therapies to treat skin disease, cutaneous laser surgery, photodynamic therapy, and Superficial Radiation Therapy. His aesthetic expertise includes lasers, RF, and other devices, fillers and he recently developed new clinical postulates for botulinum toxins. He has authored over 100 articles and book chapters, has delivered over 1000 major presentations around the world, and is viewed as an internationally acclaimed lecturer and instructor of clinical and aesthetic dermatology. Dr. Nestor also serves as a consultant to numerous pharmaceutical and device companies assisting them in the development of new medications, devices, and cosmeceuticals. He received his MD and PhD in Immunopathology from UCLA School of Medicine and completed his Dermatology Residency at NYU. PS Home

Matthew Leavitt, DO < Back Matthew Leavitt, DO Faculty Dr. Matt Leavitt is a board-certified dermatologist and the Chairman, Founder, and CEO of Advanced Dermatology & Cosmetic Surgery (ADCS), the country's largest dermatology practice. He is also the Founder and Chairman of Ameriderm, a division that provides billing services for dermatology practices. Dr. Leavitt's vision led to the development of ADCS’s research division which has undertaken numerous studies for major pharmaceutical companies. Additionally, Dr. Leavitt founded Medical Hair Restoration (MHR), which he grew into a national practice for surgical hair transplantation that became the second-largest hair restoration practice in the country. Dr. Leavitt now holds the office of Executive Medical Advisor with Bosley, the largest hair restoration group in the world. Dr. Leavitt is the Chairman of the KCU-GME/ADCS Orlando Dermatology Residency Program. He has served as President of the American Osteopathic College of Dermatology (AOCD) and is a founding father of the American Board of Hair Restoration Surgery, where he served as its first vice president. Dr. Leavitt was also one of the founding members and is currently the president of the Hair Foundation. Dr. Leavitt is presently a Clinical Assistant Professor in Dermatology for the University of Central Florida and Kansas City University. Dr. Leavitt is a member of the advisory boards and a national speaker for Allergan. Formerly he was a member of the advisory boards of Merck and Pfizer (now Johnson & Johnson) and Photomedex, Abbvie, amongst others. Dr. Leavitt has served as a special consultant to Lexington International. Dr. Leavitt is recognized both nationally and internationally as an accomplished author, clinical researcher, surgeon, and lecturer on the subject of hair loss. He has received numerous grants and awards including the prestigious Golden Follicle, from the International Society of Hair Restoration Surgeons. Recently he was featured on the cover and lead article for The Dermatologist. Dr. Leavitt is a founder and 21-time chairman of the annual Live Surgery Workshop. Dr. Leavitt has authored numerous articles for dermatology, hair, and cosmetic journals and chapters in textbooks. He has been interviewed by the print and electronic media including The New York Times, The WSJ, Forbes, Men's Vogue, Parents Magazine, etc. as well as appearing on America's Health Network, CBS's 'The Early Show,' The Learning Channel, NBC iVillage. Through the Leavitt Family Foundation, he has co-sponsored fourteen annual charity golf tournaments benefiting Ronald McDonald House and the Crohn’s and Colitis Foundation (CCF). He serves on the CCF boards both nationally and locally. He has been recognized by Ernst & Young as a finalist for Entrepreneur of the Year and received numerous awards from the business community, such as Smart Awards, Florida Medical Business, etc. A graduate of the University of Michigan and Michigan State University College of Osteopathic Medicine, Dr. Leavitt completed his residency at Ohio University Grandview Medical Center. PS Home

Courtney Schadt, MD Courtney Schadt, MD Faculty Board Certifications: Dermatology Medical Degree: Vanderbilt University School of Medicine Residency: Vanderbilt University Division of Dermatology Internship: Internal Medicine, Vanderbilt University Medical Center Special Areas of Expertise: General Dermatology, Medical Dermatology, Skin Cancer Affiliations: Associate Professor of Medicine, University of Louisville Division of Dermatology PS Winter Home

William Posten, MD William Posten, MD Faculty Dr. William Posten is a board-certified, fellowship trained Mohs Surgeon practicing in Dallas, Texas. He received his bachelor’s degree with honors from Harvard University and his M.D. degree from Yale University. He did his dermatology residency training at Northwestern University. He then completed a combined fellowship in Mohs Surgery and Procedural Dermatology at University of Texas Southwestern. Dr. Posten currently serves as President of the Dallas Ft Worth Dermatological Society. He previously served as Secretary-Treasurer of this prestigious organization. He is a Diplomate of the American Board of Dermatology, a Fellow of both the American College of Mohs Surgery and the American Academy of Dermatology, and a member of the American Society of Dermatological Surgery. Dr. Posten authors original research on novel surgical techniques and his findings are regularly presented in national surgical meetings. Recently, Dr. Posten has been featured on Top Docs of DFW, a television program highlighting the leading physicians of Dallas Ft-Worth show on channel 33 KDAF-TV. Dr. Posten is on medical staff at Medical Cities Hospital of Dallas, Presbyterian Hospital of Dallas, Baylor Hospital of Irving, and Zale Lipshy Hospital of Dallas. He teaches medical students and residents surgical skills at UT Southwestern Hospital, Parkland Hospital and the Dallas Veterans Affairs Hospital. Dr. Posten specializes in the treatment of skin cancers and other skin tumors. Dr. Posten believes in a compassionate, caring philosophy that is reflected in the clinical care that he provides. His hobbies include painting and sculpture. He is married with 2 children. He looks forward to meeting you at the Dallas, Las Colinas, and Highland Village offices. PS Winter Home

Philip LeBoit, MD < Back Philip LeBoit, MD Faculty Professor of Pathology and Dermatology Division Chief of UCSF Dermatopathology and Oral Pathology Service After training in Anatomic Pathology at the University of California, San Francisco and in Dermatopathology at both New York University (under the late Bernard Ackerman, M.D.) and at New York Hospital-Cornell Medical Center (with N. Scott McNutt, M.D.), Dr. LeBoit founded the UCSF Dermatopathology and Oral Pathology Service in 1987, with the goal of bringing academic expertise to a larger patient base than that of traditional university-based dermatopathology sections. Dr. LeBoit's investigative work includes the delineation of granulomatous slack skin as a lymphoma, the first comprehensive description of bacillary angiomatosis and bacillary peliosis hepatis, the development of the concept of palisaded neutrophilic and granulomatous dermatitis, the application of first morphometric and then molecular studies to melanocytic neoplasms and the initial description of nephrogenic systemic fibrosis. Dr. LeBoit has written over 250 peer reviewed publications, over 25 book chapters, and co-edited the dermatology textbook, Cutaneous Medicine and Surgery. Another major project for the World Health Organization was editing the WHO "blue book" Skin Tumors. Dr. Massi and Dr. LeBoit authored the textbook, Histologic Diagnosis of Nevi and Melanoma, the second edition of which was published in 2014. Dr. LeBoit has given over 400 invited lectures in North and South America, Europe and Asia. Dr. LeBoit served as editor-in-chief of the American Journal of Dermatopathology from 1997-2006, served as an associate editor of the Journal of Investigative Dermatology, and am currently an editor of Seminars in Cutaneous Medicine and Surgery. Dr. LeBoit's service to the International Society of Dermatopathology includes membership on the executive committee and terms as Secretary-Treasurer and as President of the Society (2004-7). Dr. LeBoit have received the Ackerman Award from the International Society of Dermatopathology, and am the only person who has received both the Founders Award and the Pinkus Award from the American Society of Dermatopathology. PS Home

Kim Campbell < Back Kim Campbell Educational Consultant Kim Campbell is the Founder of Dermatology Authority and ClubDerm.com . She has established a medical communications agency focused on collaborations with key opinion leaders, publications, leading societies, and industry partners within the dermatology market. Kim holds a Master's degree in Health Education and Administration, bringing a blend of expertise in healthcare and education to the agency. Dermatology Authority has become a trusted resource delivering high-quality educational programs and partnerships that benefit the dermatology profession. DOD Home

Business 201 Faculty < Back Chris LeLash Sales Associate Christian LeLash teams with wife, Jennifer, to provide professional luxury real estate services to busy professionals. Together, the LeLash Group has sold millions in luxury properties with sales as high as $12 million. Chris and Jennifer have extensive knowledge of Dallas' real estate market, its private and public schools, and its neighborhoods. They specialize in handling discreet, private real estate transactions for high-net-worth families. Clients attest to Chris’ and Jennifer's professional, discreet, and seamless client service from beginning to end. In addition to real estate, Chris has twenty years of experience in consulting, financial analysis, business development, investments, and high-net-worth client service. He is also a private foundation trustee with experience in investment management, grantmaking, and board governance. Chris attended the University of Pennsylvania and The Wharton School as an undergrad and earned an MBA from New York University's Stern School of Business. Chris enjoys traveling with his family and coaching youth soccer and basketball. Chris and Jennifer are active members within the Shelton and Parish Episcopal school communities and volunteer their time to many charitable efforts close to their hearts. • D Magazine Top Producer 2016-2019 • Multi-Million Dollar Producer • Current or former Board Member, Lymphoma Leukemia Society, Turtle Creek Conservancy, and Wipe Out Kids’ Cancer. https://www.sothebysrealty.com/eng Business201 Home