My List0

We've now made it easier for you to research and save your favorite keynotes speakers. Click on the + sign to add a speaker to your Speaker List and email your favorites to colleagues and friends.

using System.Text.RegularExpressions;
Susan Keane Baker, Speaker

Susan Keane Baker

    • Vice president at New York and Connecticut hospitals
    • Directed the quality initiatives program for a national PPO
    • The General Electric Circle Award and a Life Communicator
Full Bio
In Person-Fee 🛈

$7,500 - $10,000

Virtual Fee:

Please Inquire

Travels From


No videos found.

Susan Keane Baker Speaker Biography

Susan Keane Baker MHA, is an experienced health care professional with seventeen years experience as vice president at New York and Connecticut hospitals. She also directed the quality initiatives program for a national PPO with 19 million members.

Since starting her own company in 1994, Susan has spoken for groups in 48 states. Who are the holdouts? Well, if you know anyone in Alaska or Montana…..

For her communications work, Susan was awarded the General Electric Circle Award and a Life Communicators Award of Excellence. She is a Certified Speaking Professional, the highest earned designation of the speaking profession. Susan is a Commissioner of the Connecticut State Commission on Medicolegal Investigations.

From 2008 – 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award.

Throughout her career, Susan has been pegged a workaholic by friends. The point was proven when she was struck by lightning while traveling to give a presentation. The speech took precedence over a visit to the emergency department. When she’s not traveling, Susan enjoys spending time on the Connecticut River with her husband, George, and children, Jane and Thomas.

To book Susan Keane Baker call Executive Speakers Bureau at 901-754-9404.

Managing Patient Expectations

Patient retention, referrals and the personal rewards of working in health care are closely linked to the quality of relationships developed with patients and their families. Managing expectations is a process of helping people know how to be right and when to be satisfied, through word-of-mouth commentary, advertising, first impressions, and responsive communication. How can you manage unrealistic expectations in a way that satisfies your patient and preserves your relationship? Attend this program to expand your knowledge about how to increase patient trust, confidence, and follow-through.


Getting to 99: Achieving a Culture of Service Excellence

Leaders have a responsibility to teach and inspire staff to interact with others positively. What does it take to develop a culture of service excellence, where commitment to patients is expected and routine? How can you take what you learn at a service quality program and integrate that knowledge in your organization? After attending this program you will be able to recognize and reduce the obstacles to maintaining a culture of service excellence; use exercises and assessments taught in this program with your staff; and encourage appropriate discretionary behavior on the part of the staff.


Yes! You Can Soothe, Smooth and Improve Difficult People

Some people are harder to care for than others. This program will provide you with strategies and dialogue for interactions with the “personality-challenged” folks in your life. After attending this program, you will be able to: identify reasons why people are difficult; predict when you are prone to overreact to the difficult person; use empathy and tact even when under pressure; avoid mirroring the angry person; respond calmly to difficult people, and reduce the stress of difficult interactions.


The Credibility/Likeability Makeover

You may know people who are very talented at the technical aspects of their work.  Yet, if singularly focused on the technical task aspects, they may be off the charts in terms of expertise, but lacking in the social skills that inspire trust and loyalty. You may also know people who are amusing to know but have difficulty inspiring others to have confidence in their competence.  They’re good at what they do, but others don’t see it somehow.

One Great Leadership Skill: Knowing How to Inspire Discretionary Effort

You want the patient care provided in your organization to reflect your values and your commitment to caring. Leaders have a responsibility to teach and inspire staff to interact with others positively. What does it take to develop a culture of service excellence, where commitment to patients is expected and routine? Your success in making this happen depends on the discretionary effort of your staff. What are the three elements that inspire discretionary effort? What can you do with the “Eddie Haskells” – the employees who work with enthusiasm only when their supervisor is in view?


Instant Rapport: How To Inspire Trust and Confidence When You Have Too Little Time and Too Many Patients

Have you ever met someone and instantly liked the person, without even being sure why? Would your life be easier if people felt that way about you? What are three strategies you can use to create quick rapport when time is limited? Learn how to create the kind of rapport that inspires patients and other important people in your life to trust you.


I'm sorry to hear that... Service Recovery Skills to Restore Patient Satisfaction

Complaining about something is the person’s way of saying, “I need your help.” How you and your colleagues handle that expression of unhappiness will have a lot to do with whether the patient chooses to remain loyal, or will seek care elsewhere. Unresolved complaints can result in a negative word of mouth, adverse publicity and malpractice suits. Service recovery skills help you respond to complaints with greater ease and in a way that helps you preserve and even improve the relationship. This presentation provides: best practices in service recovery; effective responses to specific patient complaints; what to do and say when the patient is wrong; techniques to prevent escalation of difficult situations; how to develop responses you can choose from when patients complain about billing, service quality, their environment, your colleagues, and communication.


Taking Service Quality To the Next Level: 60 Ideas in 60 Minutes

What do successful organizations do to maintain the momentum of their service quality initiatives? How can you sustain the gains you’ve made and taken your program to the next level? Strategies of highly regarding service leaders will be discussed - sixty in sixty minutes!


The World is Full of Cactus, but We Don't Have to Sit on It

Life doesn’t always go the way we want it to. Whether it is an encounter with a difficult person, a difficult day, or an unwanted change, the cactus in our lives can take a toll. You’ll learn how to dust yourself off and maintain a positive outlook - whatever life brings your way.


Listening Bootcamp

If you know someone who is a good listener, you probably admire that person. A good listener lets you know that you are both important and interesting. A good listener seems to intuitively know what another person needs to feel better. Effective listening is hard work.  For most of us, becoming an effective listener requires specific behavior changes and a commitment to practice new skills until they become second nature. This presentation will be a listening workshop that will be low on theory and high on practical application. A good healer is a good listener. Effective listening is the most important thing you can do to create and sustain a positive relationship with another person. When you improve your listening skills, you get more from your relationships, both professional and personal.

Related Speakers

Rick Smith, Executive Speaker

Rick Smith

Highly sought-after entrepreneur who specializes in leadership and technology-driven disruption

Kevin Briggs, Speaker

Kevin Briggs

"Guardian of the Golden Gate"

Steve Gutzler, speaker

Steve Gutzler


Ian Morrison

Ian Morrison

Healthcare Futurist

Stephen M.R. Covey, speaker

Stephen M.R. Covey

Co-Founder and CEO of CoveyLink Worldwide

Vincent Boles, Leadership Speaker

Vincent Boles

From 2nd Lieutenant to 2-Star General

Dr. Bruce McCabe, speaker

Bruce McCabe

Global Futurist & Speaker on Technologies Changing the World

Brian Billick Speaker

Brian Billick

NFL Network Analyst and Super Bowl XXXV Winning Head Coach

Archelle Georgiou, speaker

Archelle Georgiou


Craig Kielburger

Craig Kielburger


Derek Daly, Speaker

Derek Daly

Legendary Race Car Driver

Carol Rollie Flynn, Speaker

Carol Rollie Flynn

President-Elect of the Foreign Policy Research Institute



A wonderful bureau to work with! Big ups to everyone who helped make our event a success. Fingers crossed we get the chance to collaborate fo..

MDRT | Testimonial

"As always, you are the best most responsive speaker bureau I've ever worked with!"

Image Media

Angela Schelp was a great partner in finding the right kick-off speaker for our conference. This was my first conference identifying the keyn..


I just wanted to thank Matt Meyer and Sheryl Moon for their meticulous assistance with identifying, securing and preparing our chosen guest s..

Testimonials | TraceLink | Executive Speakers

This was my first experience using ESB to locate and secure a keynote speaker for my Corporate event. They were extremely easy to work with a..

AngMar Medical Holdings

"Matt Meyer was really wonderful in assisting me to find the correct keynote speaker for our conference. Jenny Foreman was completely on top ..

The Anchor Group

"As always, Executive Speakers Bureau helped us execute another flawless event. It is always so reassuring to know that you have a team behin..

Texas Hospital Association

"What stands out about the times I have worked with Executive Speakers Bureau is their lightning-fast response time. ESB’s account exec..

Keynote Speaker

"I've worked with Richard and ESB for many years and he's always able to deliver for us. He works hard to meet your speaker goals within the ..

Chem Dry

"Angela is the best!!! I can always count on her honest feedback about speakers. She helps me look like a hero to my company!"

Testimonials | Medtronic | Executive Speakers
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call to discuss how we can you help find the right speaker(s) for your organization.

© 2023 Executive Speakers Bureau. All Rights Reserved.

Design and Developed by eBiz Solutions

Get Ideas in 1 hour or less

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in one hour or less.

Please fill in information below