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ForwardManaging Staff who Communicate with Customers
The purpose of this educational activity is to improve customer service outcomes by providing the Health Plan management staff with knowledge and skills to develop and improve the ability to identify, address, and intervene with staff who lack essential customer service skills when interacting with members.
Target Audience
ISD Clinical Management Staff
Learning Objectives
1. Summarize systemwide key behaviors for staff and member interaction
2. Identify opportunities to provide feedback and manage staff towards excellence
3. Explain the metrics used to measure member experience
Program begins at 10:00am and ends at 11:30am. Total Education Time = 1.5 Hour(s) | ||
TIME | CONTENT | PRESENTER |
10:00 to 10:30am | Review of system wide key behaviors for member and staff interactions | Mariel Saldutte |
10:30 to 11:00am | Describe opportunities to provide feedback and manage staff towards excellence | Mariel Saldutte |
11:00 to 11:30am | Review of customer or member experience metrics | Mariel Saldutte |
Mariel is a Learning Specialist within UPMC’s Learning and Development team. She has worked for the organization since August 2021 in various roles in both clinical and non-clinical settings. In her current role as a Learning Specialist, Mariel creates and facilitates staff and leadership development learning opportunities for employees throughout the organization. Prior to returning back to her hometown of Pittsburgh, Mariel served as a secondary Special Education teacher for five years in Charleston, South Carolina. She received her Bachelor of Science in Special Education from the College of Charleston in South Carolina and recently completed her Certificate in Leadership and Organizational Change at Robert Morris University in Pittsburgh.
Nursing (CNE): The maximum number of hours awarded for this Continuing Nursing Education activity is 1.5 contact hour(s).
CCM CE is not provided for this educational activity.
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 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