Forum Faculty

Kristin Baird, RN, BSN, MHA, President

As president of Baird Group, Kristin Baird leads a team of healthcare innovators dedicated to enhancing the patient experience through service excellence.

Baird’s passion and perspective are based on thirty years of healthcare expertise, ranging from clinical nursing, community outreach and call center management to public relations and hospital administration. For more than a decade immediately prior to founding the consulting firm, Baird also served in an executive capacity over marketing and business development for a Wisconsin hospital and its affiliated clinics.

In addition to her work in customer service strategies, mystery shopping and employee engagement, Baird is a published author and renowned industry speaker. Her philosophy that organizational clarity among leaders that drives employee engagement will change the face of healthcare is clearly demonstrated through various books, including her newest, entitled Raising the Bar on Service Excellence – The Healthcare Leader’s Guide to Putting Passion into Practice. This builds on the principles found in her books Customer Service in Healthcare and Reclaiming the Passion.

Having won more than twenty awards, Baird’s primary success is in coaching and supporting hospitals and health systems internationally. Her work has further been the topic of various articles and workshops with such prestigious healthcare organizations as Press Ganey, the Society for Healthcare Strategy and Market Development, the National Association for Healthcare Quality, the Medical Group Management Association, the Beryl Institute, and the Forum for Healthcare Strategists. Baird earned a Bachelor of Science degree in nursing from the University of Wisconsin–Madison and a Master of Science degree in Health Services Administration from Cardinal Stritch College.