Award-Winning Customer Service Patient Access Services. January 2011
|
|
- Lora Richardson
- 8 years ago
- Views:
Transcription
1 Award-Winning Customer Service Patient Access Services January
2 Outline Introductions Stanford University Medical Center Stanford Hospital & Clinics (SHC) Service Excellence Program Customer Service Initiative (CSI) Program Overview Achievements Sustainability Summary & Key Points Questions 2
3 Introductions Anna Dapelo-Garcia is currently the Administrative Director of Patient Access Services (PAS) at Stanford Hospital & Clinics in Palo Alto, California. She has over twenty years experience in the healthcare industry specific to revenue cycle operations. She has a BA in management from St. Mary s College in Moraga, California and is currently working on a Master s in Public Health at the University of San Francisco. In 2004, she was selected as the Stanford Hospital & Clinics (SHC) employee of the year and PAS was the recipient of the Malinda S. Mitchell Award for Service Quality at SHC in She was selected as a SHC Fellow in the first class of the SHC Leadership Academy in Anna contributed to the development of a hospital-wide customer service initiative, Stanford Hospital & Clinics Service Excellence Standards Guide Jenny Salinas is currently the Emergency Department (ED) Registration Manager of PAS at SHC. Prior to that she was the manager of the Financial Counseling unit of PAS. She is a recent graduate of the first Leadership Academy at SHC, and was selected as the Employee of the Month for SHC in October She is a graduate of University of California at Santa Cruz with a BA in Sociology. Dennis Barnard is currently the Senior Planning Specialist of PAS at SHC. Prior to that he was with AtWork for ANSOS and ORSOS. In addition, he was on the Regional Staff and an Assistant Administrator at Kaiser Santa Theresa. He holds a BSIE and an MBA from Stanford University. 3
4 4 Stanford University Medical Center 465 Beds 23,779 Inpatient Discharges 407,488 Clinic Visits 48,748 Emergency Visits 800 Physicians 4
5 SHC Service Excellence How it all began In January 2007, approximately 30 hospital staff came together in a day-long work session to develop and define what the SHC Service Standards should be. The standards, characteristics, behaviors and the background information they formulated have been written and published for training and reference purposes. 5
6 Service Excellence Standards Standard #1: Compassion and Caring Having a positive attitude avoid negative emotions verbally or with body language Acknowledge patients and customers in hallways and waiting rooms by making eye contact and smiling Standard #2: Professionalism and Pride On-Stage versus Off-Stage Professional Image
7 Service Excellence Standards Standard #3: Teamwork Being open to new ideas and suggestions from your teammates Supporting your department as well as other departments Standard #4: Skillful Communication Greeting others, introducing yourself, excusing yourself when leaving Recognizing language barriers and making efforts to overcome them
8 Service Excellence Program All SHC staff required to attend training, approximately employees After all existing staff trained, Senior Leadership conduct training for all new hires during orientation Additionally, each department leader expected to integrate program standards into their operations All Patient Access Services (PAS) Managers attended the Service Excellence Program and asked, What can we do next?
9 Service Excellence and PAS Acknowledged that real change and staff commitment to the Service Excellence standards could not be a topdown initiative and that engagement with the program needed to come from the staff Each PAS Manager identified staff that could be a Customer Service Champion to make the Service Excellence Program their own First meeting scheduled with staff to begin process What does customer service mean to you? How can we make a difference? What do you think we need to do? 9
10 CSI Objectives & Motto To complement the SHC Service Excellence Program by providing superior customer service. To improve patient satisfaction scores for courtesy of admission staff as well as organization of the admission process. We are the first connection to a lasting impression - CSI Patient Access Services 10
11 Customer Service Champions Gary Yurong Surgical Admissions Unit Donna Chung Ancillary Registration Carolann Yusi Ambulatory Treatment & Procedure Celia Valencia Financial Counseling Lilia Lopez On-Site Access Scott Fitzpatrick Access Unit Sandy Nussbaum Access Unit Rocelyn Villanueva Pre-Certification Unit Theriza Freddie Pre-Billing Unit 11
12 CSI Customer Service Champions 12
13 What is a PAS Customer Service Champion? Model excellent customer service skills Commit to excellence Embrace, wear and own excellent customer service Be a business professional Adhere to the Patient Access Services (PAS) dress code standards Be conscientious of their verbal and non-verbal communication Be conscious of the diversity of the organization, our patients, and be sensitive to our patient s needs Have a positive attitude Demonstrate teamwork Know and model the SHC Vision and Mission Statements 13
14 CSI Champions Feedback Being picked as a Customer Service Champion made me feel appreciated and acknowledged for my efforts. I felt tingly inside because my role is important to the Hospital and to our patients. -Lilia Lopez, OSA Main Admitting Representative When I was told that I modeled excellent customer service standards, I was pleasantly surprised. I realized that the bar was getting set higher and I had to continue to be prepared and engaged with our patients and,even more importantly, with my team. -Gary Yurong, Patient Admitting Representative Ancillary I was flattered, felt proud and excited about being part of the Customer Service Task Force. -Carolann Yusi, Patient Admitting Representative Ancillary I felt like I had received the Gold Star and it was nice to be acknowledged. For me it means that I want to be the best and that I have a voice about what is happening in Patient Admitting and that management cares about what I think. -Donna Chung, OSA Main Admitting Representative I was pleased to know that I was chosen to be part of the Customer Service Task Force. I will bring forth my strengths for the group and I will put on my thinking cap. -Celia Valencia, Financial Counselor Representative
15 SHC Service Excellence Standards & PAS Customer Service Initiative Compassion and Caring Meeting and Greeting Cultural Diversity Outstanding Teamwork Recognition (including PAS Newsletter) Gallup Survey Seamless Transitions Skillful Communications Verbal Communications Non-Verbal Communications Service Recovery Distinguished Professionalism and Pride Dress Code 15
16
17
18
19
20
21 1 st Session Director s Welcome Roundtable Why are you in healthcare? Why do you feel excellent customer service is important? CSI Objectives SHC Mission, Values & Vision SHC Service Excellence Program Customer Service Champions Cultural Diversity Work Guidelines Professional Image 21
22 1 st Session 22
23 2 nd Session Homework Review How did you feel about being selected for CSI? How do you think the SHC Mission, Vision, Values and Service Excellence program relate to your role at SHC? How Do We Communicate? Meeting and Greeting Service Recovery Emergency Department Customer Service Video 23
24 Service Recovery Matrix 24
25 Commitment Pledge EMPLOYEE COMMITMENT PLEDGE Patient Admitting Services employees are the most important resource in our service commitment to our patients. As an employee, I embrace Stanford Hospital and Clinics Service Excellence Standards of Exceptional Compassion & Caring; Outstanding Teamwork, Skillful Communication and Distinguished Professionalism and Pride. As an engaged and committed employee of Patient Admitting Services, I will strive to provide excellent customer service by abiding by the guidelines. I acknowledge having received a copy of the Customer Service Initiative guidelines. Pertinent information contained in these documents was discussed by my manager (or designee) on. Employee s signature Date Manager s Signature 25
26 Customer Service Initiative Results NRC Picker Courtesy of Admission Staff Rated by all inpatients, including ED patients Monthly Implemented Service Alerts, and Professional Image Program 97 NRC Picker Score High winter census causing longer waits for admission High July- Aug census causing longer waits for admission Aug-07 Oct-07 Dec-07 Feb-08 Apr-08 Jun-08 Aug-08 Oct-08 Dec-08 Feb-09 Apr-09 Jun-09 Aug-09 High winter census causing longer waits for admission Positive Score NRC 75 % Linear (Positive Score) CSI Beginning 26
27 Sustainability Service Excellence culture through monthly meetings with the CSI Service Champions Continuous review of Press Ganey Scores Unit-specific service huddles Utilization of Epic s Customer Relationship Management (CRM) System for reporting and recovery of service issues Research of other service programs and literature 27
28 Sustainability Continuous Training of New Hires Each CSI Champion sent a personal invitation to a new PAS employee Each new member/student introduced to the program via two training sessions Each CSI graduate Receives a certificate of completion Invites the next person for training Completes an end-of-program evaluation form 28
29 Achievements Presentation to the SHC Senior Leadership Management Meeting, November 2007 Recipient of the Malinda S. Mitchell for Service Quality, November 2008 Past president and CEO of Stanford Hospital and Clinics Annual award program honored to a department that demonstrates excellence for providing superior patient care and experience First department of the SHC Finance division to receive this prestigious award Presentation to Kaiser Northern California Region, November 2010
30 Summary & Key Points Access and Revenue Cycle Leaders define the patients first impression of their healthcare experience Employee Engagement is Key Lead, follow, or get out of the way Peer-to-Peer Influence is Powerful I am committed, motivated and focused I am PAS my feeling is that we are the first connection to a lasting impression Management and Staff Synergy The proverbial line between management and us has been eliminated and we are working as a team (management walks the talk ), e.g. blazers worn by all, staff involved with reporting on patient satisfaction scores, staff involved and, at times, lead efforts to continue process improvements
31 Customer Service Initiative Questions? Thank you for your time! 31
FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE
FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.
More informationEngaging Physicians & Customers in the Experience
Engaging Physicians & Customers in the Experience Baystate Breast & Wellness Center A service of Baystate Medical Center 2015 Platinum Achievement Award Recipient Suzanne Hendery VP, Marketing & Public
More informationNURSE I. A valid license to practice as a Registered Nurse in the State of Mississippi.
Page 1 NURSE I CHARACTERISTICS OF WORK: This is professional work involving the identification and treatment of human responses to actual or potential health problems. The work includes such services as
More information2009 Nursing Strategic Plan. Atrium Medical Center
2009 Nursing Strategic Plan Atrium Medical Center Mission Nurses at Atrium Medical Center are empowered to serve our patients by providing personalized, compassionate care with integrity and respect because
More informationLiving Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD
Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012
More informationThe Lakewood College executives are responsible for the overall success and expansion of the company. They also oversee day to day operations.
COMPANY PROFILE WHO WE ARE Lakewood College, formerly known as the American Center for Conflict Resolution, was founded by Tanya Haggins on October 22, 1998. What began as an organization for mediation,
More informationWhy Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence
Why Service Matters Susan Osborne RN, MSN, MBA Vice President Service Excellence Objectives The Piedmont Journey Current Service Results Importance of personal connection Financial impact for service
More informationCreating a Hospital Based Bedside Delivery Program to Enhance the Patient Experience at Cleveland Clinic s Community Hospitals
Learning Objectives Creating a Hospital Based Bedside Delivery Program to Enhance the Patient Experience at Cleveland Clinic s Community Hospitals Describe the 5 steps needed to create an effective hospital
More informationEmergency Department Directors Academy Phase II. The ED is a Business: Intelligent Use of Dashboards
Emergency Department Directors Academy Phase II The ED is a Business: Intelligent Use of Dashboards May 2011 The ED is a Business; Intelligent Use of Dashboards Katherine Haddix-Hill, RN, MSN Acknowledge:
More informationYOUTH SERVICES COUNSELOR TRAINEE
Page 1 YOUTH SERVICES COUNSELOR TRAINEE CHARACTERISTICS OF WORK: This is entry-level training toward work as a professional counselor working with youths in a juvenile justice setting. Work involves the
More informationAT&T Global Network Client for Windows Product Support Matrix January 29, 2015
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network
More informationProfessional Practice Model Boards. Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507
Professional Practice Model Boards Kelly Hancock, MSN, RN, NE-BC, Executive CNO, CCHS and Chief Nursing Officer, Cleveland Clinic YORN ID: 507 Professional Practice Model Boards Patient Experience Summit
More informationGBMC HealthCare is Building a Better System of Care for Our Community. John B. Chessare MD, MPH President and CEO GBMC HealthCare System
GBMC HealthCare is Building a Better System of Care for Our Community John B. Chessare MD, MPH President and CEO GBMC HealthCare System Agenda The Challenges in our National and Local Healthcare Systems
More informationWhy is service important?
Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com
More informationICD-10 Strategy How to Operationalize in a Hospital Environment. HFMA Region 11 Healthcare Symposium January 21, 2014
ICD-10 Strategy How to Operationalize in a Hospital Environment HFMA Region 11 Healthcare Symposium January 21, 2014 Agenda Introduction Industry Trends for ICD 10 Implementation Panelist ICD 10 Experiences
More informationGLOUCESTER ONLINE ACADEMY OF LEARNING (GOAL)
GLOUCESTER ONLINE ACADEMY OF LEARNING (GOAL) Gloucester County Public Schools STUDENT HANDBOOK Page 1 Table of Contents Welcome Letter...3 Site Information...4 Admission and Enrollment...5 Mission, Model,
More informationWelcome to the inaugural issue of TransForm
N E W S Third Quarter October 2014 Mission As a strategic partner, we are dedicated to delivering exceptional service and creating new opportunities to improve value to the health system. Vision Lead innovation
More informationExcellent Customer Service
Tips for Providing Excellent Customer Service 1 GREAT SERVICE IS A CHOICE 2 Hire the Smile! Appearances Humor Eye Contact Smile Energy Manners Pride Train the Skills 3 EVERYONE CAN BE GREAT BECAUSE EVERYONE
More informationIssue Brief. How Two Provider Groups Are Using the CAHPS Clinician & Group Survey for Quality Improvement. Background on the Survey
Issue Brief How Two Provider Groups Are Using the CAHPS Clinician & Group Survey for Quality Improvement This brief shares the experiences of two provider groups using the 12-Month version of the CAHPS
More informationBuilding Customer Satisfaction & Loyalty
Building Customer Satisfaction & Loyalty Brunetta Harris Moderator Cindy Sheridan Lincoln Military Housing Tom Adams Winn Residential Military Housing June 15-18, 2016 Moscone Convention Center San Francisco
More informationBillings Clinic Re-designation
Billings Clinic Re-designation At the ANCC National Magnet Conference, more than 7,000 nurses and nursing executives from top hospitals celebrate Magnet Recognition and gather to share evidence-based practices.
More informationHow To Teach A Sales Management Course
THE AMERICAN UNIVERSITY IN CAIRO SCHOOL OF BUSINESS DEPARTMENT OF MANAGEMENT SYLLABUS SALES MANAGEMENT (MBA) MARKETING 523 (01) FALL SEMESTER 2012 Instructor name: Mohamed Radwan Office number: BEC 2047
More informationand Department of Education and Training Patient and Staff Experience Training San Francisco Department of Public Health
and Department of Education and Training Service Excellence Patient and Staff Experience Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH CULTURAL
More informationEmergency Department Directors Academy Phase II. May 19-23, 2014 Dallas, TX. Breakout Session III: Hiring and Retention - Transforming the Workforce
(+)Ghazala Sharieff, MD, MBA, FACEP Emergency Department Directors Academy Phase II Breakout Session III: Hiring and Retention - Transforming the Workforce Urban hospitals compete for qualified staff,
More informationAD-AUDIT BRANCH MANAGER
Page 1 AD-AUDIT BRANCH MANAGER CHARACTERISTICS OF WORK: This position involves professional accounting and auditing work at an administrative level within the Department of Audit. Incumbent reviews all
More informationIntroduction of a Dedicated Admissions Nurse to Improve Access to Care for Surgical Patients
Introduction of a Dedicated Admissions Nurse to Improve Access to Care for Surgical Patients Editor s Note: In Introduction of a Dedicated Admissions Nurse to Improve Access to Care for Surgical Patients
More informationReversing OutMigration Michelle Rathman Batschke Impact! Communications
Energy, Momentum, Motion Changing Community Perception Strategies for Reversing Outmigration Copyright 2012 by, Inc No part of this presentation can be reproduced or distributed without written consent.
More informationMaster of Science in Leadership. Develop New Thinking for 21st-Century Leadership Challenges
Master of Science in Leadership Develop New Thinking for 21st-Century Leadership Challenges The best way to predict your future is to create it. Abraham Lincoln A Degree of Distinction The Master of Science
More informationOnboarding Process at Susquehanna Health
Onboarding Process at Susquehanna Health Christine A. Ballard Vice President, Human Resources Susquehanna Health The Navigators Circle March 4-7, 2013 Page 2 In this volatile business of ours, we can ill
More informationHow To Be A Team Member
The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during
More informationSmall Physician Groups Aim High
Small Physician Groups Aim High Arch Health Partners A medical foundation in San Diego formed by Palomar Health and PIMG, a 20 year old multispecialty medical group formerly known as Centre for Health
More informationNurse Credentialing: How to Impact Patient Outcomes in the Marketplace
Nurse Credentialing: How to Impact Patient Outcomes in the Marketplace Donna King, BSN, MBA, RN, NE-BC, FACHE Vice President, Clinical Operations/Chief Nurse Executive Overview... About Advocate Health
More informationThe University of Chicago Medicine: Driving Engagement With Interactive Care
The University of Chicago Medicine: Driving Engagement With Interactive Care 1 Training front-line clinical and administrative staff to encourage patients to use technology, but also reminding them of
More informationBSM Connection elearning Course
BSM Connection elearning Course Telephone Skills Training 2006, BSM Consulting All Rights Reserved. Table of Contents OVERVIEW... 1 FIRST IMPRESSIONS... 1 TELEPHONE COMMUNICATION TECHNIQUES... 1 VOICE
More informationCreating Exceptional Experiences: Transforming Patient Centered Care to Patients as Partners in Care
Creating Exceptional Experiences: Transforming Patient Centered Care to Patients as Partners in Care Mary Kay McCarthy, Senior Clinical Director Judy Costello, Senior Clinical Director Scott McIntaggart,
More informationReporting Positions: These positions report directly to you and are accountable for producing the indicated results:
Position Title: Lead Medical Assistant Manager Position: Office Manager Result Statement: To effectively manage and delegate your clinical team s roles and responsibilities, ensure the clinical floor flows
More informationWinning Leadership in Turbulent Times Developing Emotionally Intelligent Leaders
Working Resources is a Leadership Consulting, Training and Executive Coaching Firm Helping Companies Assess, Select, Coach and Retain Emotionally Intelligent Leaders; Emotional Intelligence-Based Interviewing
More informationIMPROVING PATIENT THROUGHPUT: GROWING ORGANIZATIONAL CAPACITY THROUGH PROJECT MANAGEMENT AND PROCESS IMPROVEMENT
IMPROVING PATIENT THROUGHPUT: GROWING ORGANIZATIONAL CAPACITY THROUGH PROJECT MANAGEMENT AND PROCESS IMPROVEMENT Stephen V. Bogar, Sr. Management Engineer Lehigh Valley Hospital Challenge/Background America
More informationElim Park Health Care Center. Clinical Excellence and Quality Report
2014 Elim Park Health Care Center Clinical Excellence and Quality Report Welcome to Elim Park Health Care Center s 2014 Clinical Excellence and Quality Report. We have been providing patient focused quality
More informationand Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health
and Department of Education and Training Service Excellence Leadership Implementation Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH Employee
More informationReporting Positions: These positions report directly to you and are accountable for producing the indicated results:
Position Title: Medical Office Manager Manager Position: Area Office Manager Result Statement: To oversee and manage all activities within his or her assigned office, ensure proper treatment and communication
More informationCustomer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
More informationA Partnership Between the University of Utah College of Nursing and Sutter Health. Leissa Roberts, DNP, CNM Assistant Dean of Faculty Practice
A Partnership Between the University of Utah College of Nursing and Sutter Health Leissa Roberts, DNP, CNM Assistant Dean of Faculty Practice Purpose Background Methods History of Partnership SHGA requirements
More informationRonald Reagan UCLA Medical Center. Emergency Department
Ronald Reagan UCLA Medical Center Emergency Department Welcome. We ve prepared this brochure for you to help make your visit to the Emergency Department as comfortable as possible. If you are admitted
More informationfor Sample Company November 2012
for Sample Company November 2012 Sample Company 1800 222 902 The Employee Passion Survey Passionate employees are focused, engaged and committed to doing their best in everything they do. As a result,
More informationAccess for the Future. Maximizing Patient Satisfaction and On-Demand Care with a Multi- Specialty Contact Center
Access for the Future Maximizing Patient Satisfaction and On-Demand Care with a Multi- Specialty Contact Center Presenters Anna Roman, PhD, MPA Senior Vice President, Administrative Services 30 years of
More informationGraduate Student HANDBOOK. Rehabilitation Counseling Program
Graduate Student HANDBOOK Rehabilitation Counseling Program 2014-2015 Dear Rehabilitation Counseling Students, On behalf of the Rehabilitation Counseling faculty, staff, and second year students, I would
More informationFULTON COUNTY MEDICAL CENTER POSITION DESCRIPTION
FULTON COUNTY MEDICAL CENTER POSITION DESCRIPTION POSITION TITLE: ACUTE CARE NURSE MANAGER REPORTS TO: DIRECTOR OF PATIENT CARE SERVICES DATE: AUGUST 2010 I. POSITION SUMMARY: The Nurse Manager is responsible
More informationGo With The Flow- From Charge Nurse to Patient Flow Coordinator. Donna Ojanen Thomas, RN, MSN Cynthia J. Royall, RN, BSN
Go With The Flow- From Charge Nurse to Patient Flow Coordinator Donna Ojanen Thomas, RN, MSN Cynthia J. Royall, RN, BSN Primary Children s Medical Center About PCMC Not for profit hospital, part of Intermountain
More informationFive Branches University offers ten programs related to Traditional Chinese and Integrative Medicine at its two California campuses:
The University Two Campuses Five Branches University opened its first campus and health center in Santa Cruz, California in 1984, offering Traditional Chinese Medicine education and healthcare to the residents
More informationRecovery Innovations of Arizona Programs
Recovery Innovations of Arizona Programs Recovery Innovation of Arizona, Inc. (RIA) is a nonprofit Arizona corporation. Formerly known as META Services, Inc., RIA was founded in 1990 with programs throughout
More informationAccident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
More information[BEAUMONT HEALTH PHYSICIAN LEADERSHIP ACADEMY] Beaumont Health Physician Leadership Academy
2016 Beaumont Health Physician Leadership Academy [BEAUMONT HEALTH PHYSICIAN LEADERSHIP ACADEMY] Engagement. Entrepreneurialism. Effectiveness. Better Care. Improved Partnerships. Enhanced Organizational
More informationNURSING ADMISSIONS INTERVIEWS
Student Union Memorial Center, Suite 411 (520) 621-2588 www.career.arizona.edu NURSING ADMISSIONS INTERVIEWS How you present yourself during your nursing school admissions interview will influence your
More informationHIV Services Quality Management Plan San José, CA (Santa Clara County) Transitional Grant Area. January 1 to December 31, 2012
HIV Services Quality Management Plan San José, CA (Santa Clara County) Transitional Grant Area January 1 to December 31, 2012 Plan developed and written by: Jeremy Holman, PhD Dianne Perlmutter, MPH, MSW
More informationAnalysis One Code Desc. Transaction Amount. Fiscal Period
Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00
More informationFulton County Medical Center Job Description
Fulton County Medical Center Job Description POSITION TITLE: Staff Respiratory Therapy Technician REPORTS TO: Director of Cardiopulmonary Services REVISION DATE: July 28, 2010 I. POSITION SUMMARY: To provide
More informationUnleashing The Power Of Music. Members Support Work Of The Foundations. The Recording Academy. Bruce Springsteen capped this year s MusiCares
Unleashing The Power Of Music Voices And News From The GRAMMY Foundation And MusiCares FALL 2013 The Recording Academy Members Support Work Of The Foundations Bruce Springsteen capped this year s MusiCares
More informationCERTIFIED MANAGER COURSE SUBJECT HANDBOOK. Nationally Accredited Level 1 Certificate and Advanced Certificate for Customer Service Manager
COURSE SUBJECT HANDBOOK CUSTOMER SERVICE INSTITUTE OF AMERICA CERTIFIED CUSTOMER SERVICE MANAGER Nationally Accredited Level 1 Certificate and Advanced Certificate for Customer Service Manager contents
More informationFIRE MARSHAL I, DEPUTY
Page 1 FIRE MARSHAL I, DEPUTY CHARACTERISTICS OF WORK: This is fire and arson investigation field work in the highly technical and specialized field of criminal investigation which requires the exercise
More informationWelcome to SBA s online training course: Customer Service.
Customer Service 1. SBA Customer Service 1.1 Introduction Welcome to SBA s online training course: Customer Service. SBA s Office of Entrepreneurship Education provides this self-paced training exercise
More informationUpdate on Medicare electronic health records incentive payment program. Zach Gaumer, Matlin Gilman, and John Richardson April 5, 2012
Update on Medicare electronic health records incentive payment program Zach Gaumer, Matlin Gilman, and John Richardson April 5, 2012 Commission has supported use of EHRs to improve quality and efficiency
More informationEliminating inefficiencies with PerfectServe. SUCCESS STORY Elimination of delays in consultant care. perfectserve.com 866.844.
perfectserve.com 866.844.5484 @PerfectServe SUCCESS STORY Elimination of delays in consultant care Hospital: Munroe Regional Medical Center Location: Ocala, FL Beds: 421 Key results: Standardized clinical
More information2014 PHYSICIAN OF YEAR AWARD
2014 PHYSICIAN OF YEAR AWARD THANK YOU SPEECH BY LOIS KROPLICK, DO, DFAPA I would like to thank The New York State Osteopathic Medical Society for choosing me to receive this special honor of Physician
More informationImproving Pediatric Emergency Department Patient Throughput and Operational Performance
PERFORMANCE 1 Improving Pediatric Emergency Department Patient Throughput and Operational Performance Rachel Weber, M.S. 2 Abbey Marquette, M.S. 2 LesleyAnn Carlson, R.N., M.S.N. 1 Paul Kurtin, M.D. 3
More informationHOURLY ROUNDING HOURL S U P P L E M E N T B E S T P R A C T I C E : S A C R E D H E A R T H O S P I T A L P E N S A C O L A, F L O R I D A
B E S T P R A C T I C E : S A C R E D H E A R T H O S P I T A L P E N S A C O L A, F L O R I D A Today, due to organizations around the country that have implemented hourly rounding, patient falls are
More informationUTeam Onboarding Essentials
UTeam Onboarding Essentials Onboarding Essentials Table of Contents Onboarding Essentials Overview Page 3 RISE Values Page 4 Timeline Of Activities Page 5 Hire For Fit Page 9 Overview Role of the Hiring
More informationCreating The Perfect Surgical Patient/Family Experience
Creating The Perfect Surgical Patient/Family Experience Wednesday, November 20, 11:00 12:00 p.m. Krista Christensen Administrative Director, Surgical Clinics Virginia Mason Medical Center Julianne Garr,
More informationSteve Cannon Director of Membership o 352.334.7127 m 352.256.8134 SteveC@gainesvillechamber.com
The Gainesville Chamber s partnership and advertising options offers you the opportunity to align your business with the voice of business in the Gainesville region. As a 5-star accredited chamber of commerce,
More informationCase Management Department
Hospital for Special Surgery Case Management Department Will Strive Through Careful Planning And Coordination to Ensure the Highest Quality Patient Services Utilizing Appropiate Resources to Maximize Patient
More informationTOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 2/2013
TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM Rev. 2/2013 WHERE LEADERS ARE MADE TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo,
More informationPresented by: Kelli McLeland Assistant Director of Student Employment
Presented by: Kelli McLeland Assistant Director of Student Employment Student Employee As a student employee, you represent the school. You re a partner with faculty, staff and other student workers. The
More informationDr. Dana T. Bedden, Superintendent August 3-4, 2015
Dr. Dana T. Bedden, Superintendent August 3-4, 2015 WELCOME TO RICHMOND PUBLIC SCHOOLS I am excited to have you on our team and want you to be proud to serve the students, faculty, staff, parents and community
More informationAD-AUDITING ACCOUNTANT, SENIOR
Page 1 AD-AUDITING ACCOUNTANT, SENIOR CHARACTERISTICS OF WORK: This is professional accounting work of an "in-charge" nature characterized by an attitude of independence, self-reliance with analytical
More informationTransportation Talbott Recovery can provide transportation from Hartsfield International Airport or from local hotels to the facility for admission.
Welcome to Talbott Recovery, recognized as a leading drug and alcohol treatment center with over 35 years of providing outstanding clinical programs. TALBOTT RECOVERY 5448 Yorktowne Drive Atlanta, GA 30349
More informationEngaging Students through Communication and Contact: Outreach Can Positively Impact Your Students and You!
Engaging Students through Communication and Contact: Outreach Can Positively Impact Your Students and You! Wendy Achilles WAchilles@kaplan.edu Kimberly Byrd kbyrd@kaplan.edu Jaclyn Felder-Strauss JFelder-
More informationMarketing & Communications Manager Full Job Decscription
Marketing & Communications Manager Full Job Decscription The German-American International School (GAIS) is located in Menlo Park, California, just south of San Francisco and neighboring Palo Alto, home
More informationITS Managed IT Support
ITS Managed IT Support INCIDENT AND SURVEY REPORT From July 1, 2013 to July 31, 2014 T h e U n i v e r s i t y o f T e x a s a t A u s t i n I T S C U S T O M E R S U P P O R T S E R V I C E S ( C S S
More informationScenario 1. Scenario 2
From the 10 coaching scenarios below, practice at least three within your group of three. Each group member should practice being the coach. Next, construct your own coaching scenario that reflects an
More informationAssistant Director of Alcohol, Drug, and Mental Health Services Clinical Operations Job Bulletin #13-8004-07
All photographs courtesy of Mark Bright and used by permission. COUNTY OF SANTA BARBARA Assistant Director of Alcohol, Drug, and Mental Health Services Clinical Operations Job Bulletin #13-8004-07 The
More informationPatient Experiences with Acute Inpatient Hospital Care in British Columbia
Patient Experiences with Acute Inpatient Hospital Care in British Columbia Michael A. Murray PhD December 2009 Contents Acknowledgements......................................................................
More informationDramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System
Dramatic Improvement in Patient Satisfaction: A Case Study from Memorial Hermann Hospital System Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy Rhonda Dishongh, Director of Customer
More informationCustomer Service Training
W A S H I N G T O N S T A T E D E P A R T M E N T O F H E A L T H W I C P R O G R A M Customer Service Training - 1 - This institution is an equal opportunity provider. Washington WIC Nutrition Program
More informationComplaints Annual Report 2011/2012
Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April
More informationNATIONAL NURSING PIN PROGRAM
NATIONAL NURSING PIN PROGRAM Dear Colleagues, Welcome to the Kaiser Permanente Nursing Pin Program. This pin was specially designed to represent the pride we take in our profession and in our nurses. Kaiser
More informationTOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM WHERE LEADERS ARE MADE. Rev. 3/2015
TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM Rev. 3/2015 WHERE LEADERS ARE MADE TOASTMASTERS INTERNATIONAL DISTRICT RECOGNITION PROGRAM TOASTMASTERS INTERNATIONAL P.O. Box 9052 Mission Viejo,
More informationImproving the Patient Experience in Rural Hospitals
Improving the Patient Experience in Rural Hospitals What We Will Talk About Today Who am I? What is Patient Experience Why does it matter? Foundational Tools for Success Measurement Surveying/example Focus
More informationHow To Use Powerful Phrases In Customer Service
Powerful Phrases for Effective Customer Service Over 700 Ready-to-Use Phrases and Scripts That Really Get Results Renée Evenson Excerpted from Powerful Phrases for Effective Customer Service: Over 700
More informationCARE LOVE HOPE Nursing Matters
CARE LOVE HOPE Nursing Matters Arkansas Children s Hospital Professional Nursing Practice Guide Mission Arkansas Children s Hospital is committed to working with others to achieve high quality, cost-effective,
More informationNursing Interview Success Packet
LINFIELD COLLEGE Nursing Interview Success Packet Compliments of Linfield College - Portland Campus Office of Student Services Cat Careers What Will You Become? http://www.linfield.edu/portland/student-life/cat-careers.php
More informationTo establish a procedure to carry out the uniform countywide customer service program.
ADMINISTRATIVE PROCEDURES TITLE: Customer Service Program PROCEDURE #: 211-A DEPT: Board of Commissioners DIVISION: N/A EFFECTIVE DATE: 01/07 REVIEWED: REVISED: 12/12 OBJECTIVE: To establish a procedure
More informationEmpowering Your Ministry
Empowering Your Ministry 1 Ten Things That Will Empower Your Youth Ministry Programs 1. Have a clear vision. Spend time visioning for the highest quality program you can imagine and then create a plan
More informationEMPLOYEE COPY Volunteer Performance Review. NAME
2015 COPY Volunteer Performance Review. NAME JOB SKILLS AND KNOWLEDGE Teaches and evaluates in accordance with applicable standards & philosophies of the Canadian Yachting Association and Alberta Sailing
More informationCOMMUNITY HOSPITAL NURSE PRACTITIONER/PHYSICIAN ASST
EMPLOYEE: PRINTED NAME: REPORTS TO: DEPARTMENT: FLSA STATUS: Date: Emergency Department Medical Director Emergency Department Non-exempt PURPOSE: Provides care to Emergency Department Patients within a
More informationA STAR is born. Collaborative Strategy that works!
A STAR is born Collaborative Strategy that works! Objective Demonstrate the importance of developing and nurturing partnerships in achieving quality outcomes, providing the right care at the right place
More informationCOMMUNICATION ASSISTANCE
Page 1 of 8 Values Context: Practicing within the context of our core values of Dignity, Excellence, Service and Justice ensures the provision of respect for each person, accountability, commitment to
More informationAD-AUDITING ACCOUNTANT, ASSISTANT
Page 1 AD-AUDITING ACCOUNTANT, ASSISTANT CHARACTERISTICS OF WORK: This is entry-level work as a state auditing accountant. During the period of orientation and training, the minimum educational requirements
More informationWOW Factor and Guest Experience!
WOW Factor and Guest Experience! 12 TH ANNUAL GREY-BRUCE REGIONAL TOURISM CONFERENCE OCTOBER 26, 2011 PRESENTED BY: THERESA SYER Congratulations on your interest in Creating the WOW Factor and enhancing
More information12 & 12, INC. FY 15 ANNUAL MANAGEMENT REPORT
12 & 12, INC. FY 15 ANNUAL MANAGEMENT REPORT 12 & 12 Inc. is a comprehensive addiction recovery treatment center serving individuals and their families who are affected by alcoholism and other drug addictions.
More informationHUMAN RESOURCE MANAGEMENT EVENT PARTICIPANT INSTRUCTIONS
CAREER CLUSTER Business Management and Administration CAREER PATHWAY Human Resource Management INSTRUCTIONAL AREA Operations HUMAN RESOURCE MANAGEMENT EVENT PARTICIPANT INSTRUCTIONS PROCEDURES 1. The event
More information