Kristin Baird is a Weatherhead Affiliate Instructor. She leads the Baird Group, a team of healthcare innovators dedicated to enhancing the patient experience through service excellence. Her passion and perspective are based on thirty years of healthcare expertise, ranging from nursing to public relations and hospital administration.
In addition to her work in customer service strategies, mystery shopping and employee engagement, Baird is a renowned industry speaker and the author of four books. Her latest book, Raising the Bar on Service Excellence – The Healthcare Leader’s Guide to Putting Passion into Practice helps leaders to develop and sustain a service-driven culture.
Baird received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. She 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.