Process Improvement Workshop - Session 1

Join us for a free Process Improvement Workshop for anyone who aims to resolve Patient Engagement or Health Information Exchange challenges, or improve Meaningful Use (MU) or other clinical care practices. This engaging hands-on workshop is intended for managers and staff at healthcare facilities.

MeHI will present practical models and ideas for effective team building, leadership development, coaching, building on strengths, understanding perspectives and personality traits, negotiating for win-win, using metrics, facilitating process mapping, and other process improvement and change management topics.

The content is people and process oriented and only touches lightly on technical aspects. You will engage in discussions to share your own experiences, hands-on exercises to select and address process challenges of the group’s interest, and fun team-building activities to get to know the other participants.

You will join in an extended process mapping exercise to map out a process selected by the group. In this activity, you will learn how to facilitate process mapping and enable improvement discussions based on the Bottleneck Resolution Method. The BRM method can improve business efficiency, using concepts from the Theory of Constraints (TOC), Lean, and 6 Sigma, to the extent practical for teams with limited Process Improvement expertise. BRM enables a culture that increases profitability, boosts impact, and enhances employee development. For instance, BRM can be used to improve care coordination through Health Information Exchange. This pragmatic method will be further explained during the presentations

This workshop consists of two in-person sessions presented by MeHI under contract with EOHHS at MeHI’s Weiss Conference Center in Westborough, MA. As the first session prepares you for the second session, we advise you to attend both sessions, and we encourage you to attend with multiple people from your organization. 

Review the AGENDA for the workshop.  

Register for the Winter 2020 workshop now.

  • Session 1 - Thursday, Jan. 23rd

    Strategies for Successful Change Management
  • Session 2 - Thursday, Jan. 30th

​          Process Improvement Methods and Strategies


REGISTRATION IS CLOSED. If you are interested in future workshops, email

About the presenter

The models and ideas of the workshop will be presented by Rik Kerstens, MeHI’s Director of eHealth Services, Outreach and Education. Rik will share anecdotes from his own experience to illustrate the concepts and explain how to successfully apply the models. He will provide examples of how he used the models to double the performance of his teams, while building on the strengths of team members and providing more flexibility for their needs.

At MeHI, Rik leads the Outreach and Education teams for both the Medicaid EHR Incentive Program and the Mass HIway Support Program, as well as the EHR incentive program’s Operations and Technical Assistance teams. In prior roles, Rik managed a variety of other functions, from Marketing, Sales Support, Logistics, R&D, and IT, to Finance and Accounting, where he learned the trade from the people who worked with and for him. Rik has also been Scoutmaster and Eagle Mentor for Troop 1 Southborough, MA, where he learned how to effectively mentor adolescents and young adults.

Rik holds an MSEE (University of Eindhoven, The Netherlands), and an MBA (Babson College, MA). Eager to learn more and become a better leader, he avidly read business books, attended leadership and management courses, received executive coaching, and benefited from great mentors. He observed other managers to identify how to do things well and what to avoid, and made it a point to learn from his own successes and mistakes.

Based on all these experiences, Rik converted from a directive to a more facilitative management style and along the way, his favorite activities became coaching, education, outreach, process improvement, and change management. As he believes one should never stop learning from others, Rik will invite you to share your knowledge and experiences in the workshop to the benefit of all participants. 

Event Info

Date & Time 
Thursday, January 23, 2020 - 9:30am to 3:00pm
MeHI - Weiss Conference Center
100 North Drive