Customer Service Essentials for Clinical Affairs Staff - 9-28-2023
The purpose of this activity is to provide the clinical staff with information regarding the basic concepts and behaviors to build trust, deliver outstanding customer service, and increase member engagement.
Target Audience
ISD Clinical Staff
Learning Objectives
ANCC / SW / EMT's & Paramedics:
- Recognize the behaviors and concepts essential in providing high-quality customer service standards
- Apply best-in-class customer service through case study practices
- Describe customer service excellence in stressful interaction
Pharmacy:
- Identify the behavioral concepts required to provide high-quality customer service while making clinical intervention calls.
- Recognize personal ability to maintain customer service excellence in stressful situations.
Program begins at 1:00pm and ends at 2:30pm. Total Education Time = 1.5 Hour(s) | ||
TIME | CONTENT | PRESENTER |
1:00 to 1:30pm | Presentation of behaviors and concepts essential in providing high-quality customer service standards | Cassie Smolic, MS, NBC-HWC |
1:30 to 2:00pm | Discuss and role play best in class customer service through case study practices | Cassie Smolic, MS, NBC-HWC |
2:00 to 2:30pm | Discuss customer service excellence in stressful interactions | Cassie Smolic, MS, NBC-HWC |
Cassie Smolic, MS, NBC-HWC
Cassie Smolic is a Clinical Engagement Coordinator on the Clinical Training and Development Team and has been with the UPMC Health Plan for 5 years. Cassie supports Medical Management departments regarding onboarding and clinical training and education for care managers, health coaches, case managers, and service coordinators serving all lines of business.
In support of improving patient care, the University of Pittsburgh is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
Pharmacy (CPE)
This knowledge-based activity provides 1.5 contact hours of continuing pharmacy education credit(s). Pharmacists Only: As required by the ACPE, credits will be uploaded to the National Association of Boards of Pharmacy (NABP). It is the responsibility of the pharmacist/pharmacy technician to provide the correct NABP Board ID and DOB in their UPMC continuing education account, http://cce.upmc.com and complete the evaluation by the required due date. Credit will not be uploaded to the NABP if the process is not complete by the required due date.
Nursing (CNE)
The maximum number of hours awarded for this Continuing Nursing Education activity is 1.5 contact hour(s).
This activity is eligible for endorsed credit for UPMC Health Plan EMTs and Paramedics. Complete ETHOS course work, obtain the attendance certificate, and submit to EMS governing body for 1.5 CE credit(s).
As a Jointly Accredited Organization, University of Pittsburgh is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. University of Pittsburgh maintains responsibility for this course. Social workers completing this course receive 1.5 continuing education credit(s).
Other health care professionals will receive a certificate of attendance confirming the number of contact hours commensurate with the extent of participation in this activity.
NOTE: Paramedic/EMT CE is approved for any activity in which ANCC (nursing CE) is approved. This is per Heather Bogdon and Christie Hempfling
Available Credit
- 1.50 ACPE PharmacyThe UPMC Center for Continuing Education in the Health Sciences is accredited by the Accreditation Council for Pharmacy Education (ACPE) as a Provider of continuing pharmacy education.
- 1.50 ANCCUPMC Provider Unit is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation
- 1.50 ASWB
- 1.50 Attendance