Nov. 5, 10:00-11:30 am

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Looking to significantly improve patient experience? Customer service and satisfaction start with the first phone call. Ensure staff are connecting with customers and exemplifying the agency’s mission with every call. Learn bite-sized skills that can be implemented quickly and effectively for big results.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Use voicemail for outbound messaging that attracts new patients

• Create your organization’s sustainable phone greeting

• Understand four call management tactics that significantly improve patient experience

• Ditch the scripts and use a four-step process to connect on every call

• Launch a DIY peer coaching program

WEBINAR DETAILS

Jennifer calls two healthcare organizations seeking information. Her impression of the first organization is that they are attentive, competent, and ready to help. The second organization feels indifferent, unfriendly, and abrupt. This impression was formed from a single phone call. Poor telephone behaviors – whether systemic or interpersonal – reduce access and could be a top branding issue. Healthcare providers have less to fear from competitors offering the same services than from indifference on the part of a team member. To be fair, telephone rapport can be difficult to accomplish because calls tend to be transactional. This webinar will cover bite-sized skills that can be implemented quickly and result in significantly better patient experiences.

How can you sustain the gains implemented as a result of attending this webinar? You can't observe every telephone call. The solution is a peer coaching program to reinforce agency standards throughout the year. A peer call coaching program is the most effective way to sustain positive call behaviors and customer satisfaction. By the end of this webinar attendees will have a simple, ready-to-implement program.

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

This informative session is designed for team members involved in the patient experience. It will benefit call center managers, leaders, and managers responsible for customer service staff, training managers, HR personnel, referral and intake staff, and anyone who wants to improve their customer service phone skills.

TAKE-AWAY TOOLKIT

• 20 empathetic telephone phrases

• Customizable peer call coaching template

• Pre-hire assessment tool for effectively evaluating candidates for positions requiring excellent phone skills

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

MEET THE PRESENTER

Susan Keane Baker, MHA

What We’ve Learned: Insights into Successful Providers from the First Year of PDPM
DATE November 3, 2020

Register here

Nov. 3, 10-11:30 am

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Industry expert and licensed clinical social worker, Gary Gardia, will clarify the role of chaplains and social workers as grief counselors in a hospice setting. Learn which grief model to use, apply appropriate skills and interventions, understand the boundaries of your scope of work, and more.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Define counseling in terms of chaplain and social worker practices

• Describe three situations that would fall outside their scope-of-practice

• Discuss the strengths and weaknesses of three grief/loss models

• List three evidence-based theoretical frameworks that can be utilized in grief counseling

• Describe three situations and discuss which theoretical framework to utilize

• Apply concepts, skills, and interventions to situation examples

WEBINAR DETAILS

Many team members come to hospice understanding that they need to provide grief counseling, yet what does that really mean for chaplains and social workers? What is their counseling scope-of-practice? This webinar will define grief counseling and illustrate situations that fall outside of a chaplain’s or a social worker’s line of work. Using the interactive chat box during the live webinar, you can discuss which theoretical frameworks are a good fit for grief counseling within your agency. You will also learn which models are outdated and why, and what models to use now to guide your practice of work. Participants will gain valuable skills and information as they relate to the work of social workers and chaplains in the hospice setting.

 Attendance certificate provided to self-report CE credits.

Don't Miss the Other Social Worker & Chaplain Series Webinars!

Sign up for the 3-part series!

Learn more about the Social Worker & Chaplain Series.

WHO SHOULD ATTEND?

This important content is designed to provide chaplains and social workers with the knowledge and skills they may not have received in previous work settings. Managers and leaders will also benefit from learning more about the work of these two disciplines. Other team members and volunteers can gain insight and skills on grief counseling preferred practices as well.

TAKE-AWAY TOOLKIT

• Handout with detailed information about each theoretical framework

• Application exercises based on common grief counseling scenarios

• Follow-up exercises for interdisciplinary team members to illustrate scope-of-practice limitations

• Additional lecture notes and references

• Resources for continued learning opportunities

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

MEET THE PRESENTER

Gary Gardia, LCSW, APHSW-C

Gary Gardia Inc.

Oct. 28, 9 am - 10:30 am

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How do you prepare for the unpredictable? A solid strategic plan is a step in the right direction. This webinar will delve into a community needs assessment, evaluating your board, and identifying agency strengths, weaknesses, opportunities, and threats. Participants will learn how to craft a strategic plan that is fluid, flexible, and able to withstand any COVID-19 curveballs.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Incorporate a community needs assessment into your agency’s strategic plan

• Explain why it is critical to evaluate the board’s effectiveness, especially during unpredictable times

• Define why a comprehensive human resource strategic plan should be included within your agency’s strategic plan

• Explain the strategic plan process and any necessary changes during a pandemic

• Distinguish agency strengths, weaknesses, opportunities, and threats

• Identify potential opportunities in the new normal of COVID-19

WEBINAR DETAILS

Will your agency emerge from the pandemic with a dynamic strategy and plan? Is your strategic plan fluid, flexible, and living? Does it assess community needs and agency strengths, weaknesses, opportunities, and threats? Does it incorporate a human resource specific strategic plan and director evaluation? How are board members’ effectiveness measured during a pandemic? Do you even have the right board members? Does your agency’s strategic plan reflect the likelihood that the pandemic and its effects will be felt for the next few years?

This timely webinar will explain strategic planning considerations and “must-haves.” Prepare now by learning how to identify needs, what to evaluate, and the components of a strategic plan. Ensure your agency has the right mix of talent, tools, and thoughtful planning to weather this unpredictable storm. Plus, you’ll discover “new” ways of thinking to better support community needs throughout the pandemic’s aftermath. Don’t miss this!

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

This informative session is designed for board members, executive management, directors, supervisors, CFOs, medical directors, clinical management, quality assurance staff, business development personnel, intake team members, and all individuals involved with strategic planning.

 TAKE-AWAY TOOLKIT

• SWOT analysis worksheet

• Board evaluation template

• Links to the following:

  • Improving Board Effectiveness

  • For-Profit Board Evaluation Form

  • Five Principles for Getting the Most out of a Board Assessment

  • Eight Elements of Strategic Planning

  • Community Needs Assessment: COVID-19 Update Template

  • Community Needs Assessment: Updated Template & Data Resource Guide

  • Five Steps to Emerge from the Pandemic With a Dynamic Strategy

• Additional links to valuable tools including HR strategic planning tools

Oct. 27, 9 am - 10:30 am

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What kind of communicator are you? Do you say what you mean and mean what you say? Join us for an informative, interactive webinar on how to increase your effectiveness and reduce frustration by discovering and finessing your communication style.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Identify four communication styles

• Take steps to become an assertive professional

• Use the three Cs of assertive communication

• Communicate with confidence and composure

• Distinguish the communication styles of others

• Recognize five red flags of communication

WEBINAR DETAILS

Have you ever left a meeting frustrated because you couldn’t get your point across? Are you often misunderstood by your team, peers, or superiors? Do you bulldoze over the thoughts, feelings, and opinions of others, or just let things go and appear as if you don’t care? Have you heard people say, “communication is the root of most interpersonal problems”? There’s a lot of truth to it! Communication is a word that is frequently thrown around but what does it really mean and how do we increase its effectiveness? Assertive communication is thought to be the most effective communication style and widely accepted by managers and leaders. However, assertive communication is also a term used freely and without understanding. Most professionals seek an assertive communication style because of its effectiveness but few know how to successfully adopt it.

The way we communicate is how co-workers, customers, and partners form opinions about us. There are three primary components to assertive communication. Do you know what they are and how to communicate with power, impact, and clarity? There are also several benefits to being assertive. The top two will change how you feel about yourself and others. The interactive live webinar will allow you to participate in polling, Q&A, thought-provoking prompts, and shared experiences. Get an edge on leadership and life by fine tuning your skills and integrating an assertive communication style.

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

This informative session is designed for anyone seeking to be more effective and assertive. Grow your confidence and make an impact! Leaders, managers, sales professionals, volunteer mangers, and IDG team members will all benefit from this impactful session.

TAKE-AWAY TOOLKIT

• Handout on the three Cs of assertive communication

• Cheat sheet on the four communication styles

• Effective communication tips

• Recommended reference list for assertive communication

• Contact info for follow-up questions

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

MEET THE PRESENTER

Joanna Pera

Oct. 22, 9 am - 10:30 am

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Ensure your monthly claims are accurate and that staff are up-to-date on the latest hospice billing reimbursement changes. Industry expert Melinda Gaboury will provide a step-by-step guide through the content of the final claims, frequent billing issues, address physician billing, and more.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Explain distinct levels of care and billing specifics

• Understand details of monthly claim content

• Outline and handle typical billing issues

• Detail the newest rate changes due to rebasing/2021 rates

• Outline changes in the wage index structure

• Define standards for physician billing on hospice claims

WEBINAR DETAILS

Accurate monthly claims and understanding the navigation surrounding the edits and errors is key to getting paid correctly and on time. The presenter will go through the step-by-step process of monthly hospice billing and provide examples of successfully dealing with recent changes. The most recent reimbursement changes will be addressed, including proposed changes to the base rates for hospice levels of care through rebasing. This session will provide a step-by-step guide through the content of the final claims, frequent billing issues, and physician billing.

Attendance certificate provided to self-report CE credits.

Don't Miss the Other Hospice Billing Series Webinars!

"Part 1 – Eligibility Requirements & Notice of Election"
on Thursday, September 24, 2020

"Part 3 – Face-to-Face, Hospice Cap, HIS & Top 5 Denial Reasons"
on Thursday, October 29, 2020

WHO SHOULD ATTEND?

This informative session is designed for directors, clinical managers, intake/authorization staff, and the revenue cycle team.

 TAKE-AWAY TOOLKIT

• Updated hospice pre-bill audit tool

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only. 

MEET THE PRESENTER

Melinda A. Gaboury

Healthcare Provider Solutions, Inc.

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Veterans have earned our nation’s respect and gratitude and the VA’s end-of-life healthcare benefits provide the dignity and recognition they deserve. Yet only 15% of veterans use these services. Ensure your staff understands VA benefits to better serve veterans and respect their culture, beliefs, and values.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Explain the Veterans Administration’s integrated health services

• Define home- and community-based services

• Distinguish among available services and eligibility requirements

• Utilize VA location services or in-network community care providers

• Access frequently used VA forms

• Understand the VA’s multiple reimbursement structures

WEBINAR DETAILS

This webinar will provide an overview of the special needs of veterans and the services available through the Veterans Administration (VA). The VA provides various healthcare benefits specifically for elderly veterans, including geriatric healthcare for those with complex needs. These programs can be received at home, at VA medical centers, or in the community. This webinar will address delivery of hospice and palliative care services and provide a robust menu of care settings, along with the eligibility and reimbursement criteria for each. What can be provided to the member? Is it a VA or traditional Medicare benefit? Join us to learn the answers to these questions and more and gain a solid understanding of the home health, hospice, and palliative care services available to better care for and appreciate our veterans and their service to our country.

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

This informative session will benefit agency staff who are new or not familiar with VA services and resources, including agency administration, sales, and social services personnel and others who want to learn more about VA benefits for home health and end-of-life care services.

TAKE-AWAY TOOLKIT

• Sample reference documents for community resources

• Sample eligibility reference documents

• Useful reference links

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

MEET THE PRESENTER

Gloria Turner

Turner Healthcare Consulting

Oct. 13, 9:00-10:30 am

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With so many employees working remotely, the record retention risks facing hospices and home care providers are greater than ever. Join us to learn the latest in retention policy and procedures for work-from-home employees. Ensure your agency is minimizing risks and maximizing compliance.

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AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Govern remote staff’s retention of records on personal devices, sites, and accounts

• Write effective work-from-home record retention policy and procedures

• Ensure work-from-home staff comply with record retention rules

• Manage electronic and paper records effectively and compliantly from home

• Establish rules for remote use of mobile devices/BYOD

• Educate work-from-home staff about record retention rules

• Block the exposure of records on social media

• Distinguish between business records and non-records

• Define and defend HIPAA’s 18 identifiers, PHI, ePHI, PII, and ESI

• Adhere to HIPAA’s Privacy Rule and Security Rule

• Determine record lifecycles and produce effective deletion schedules

• Safeguard records with home-based technology tools

• Minimize potentially costly consequences of record mismanagement

• Put best practices-based compliance tips and tools to work

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WEBINAR DETAILS

Have you updated your record retention policy and procedures for work-from-home employees? In the age of COVID-19, best practices call for updated record retention policy governing remote staff’s use and retention of records via personal devices, sites, and accounts. With so many employees working remotely, the risks facing hospices and home care providers are greater than ever. Mismanaged, misplaced, or missing medical and business records are more than a nuisance, they are a liability. Agencies are required to preserve, protect, produce, and purge the following types of records:

• Protected health information (PHI)

• Electronic protected health information (ePHI)

• Personally identifiable information (PII)

• Any other business-critical information in compliance with HIPAA, federal legislation, state data breach notification laws, and e-discovery guidelines

Best practices call for healthcare organizations to establish strategic record management programs, complete with comprehensive record retention policy and procedures, for all employees, including those working from home. Failure to safeguard PHI and ePHI could lead to HIPAA investigations, financial penalties, and disgruntled patients. Mismanagement of business records, including PII and electronically stored information (ESI), could trigger million-dollar lawsuits, damaged reputations, and decreased revenues. You can’t afford to leave remote record retention to chance. Compliance with federal/state laws and HIPAA’s Privacy Rule and Security Rule is mandatory. Attend this program to learn best practices-based strategies for effective work-from-home record management. You’ll leave with a package of valuable tools, including a sample policy, guidelines, and an informative whitepaper to help your organization manage records, minimize risks, and maximize compliance.

Attendance certificate provided to self-report CE credits.

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WHO SHOULD ATTEND?

This informative session is a must for records managers, information managers, office managers, compliance personnel, human resources staff, administrators, and anyone charged with managing the organization’s electronic and paper records. Lawyers, IT professionals, and privacy officers serving the healthcare industry will also benefit.

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TAKE-AWAY TOOLKIT

• Sample policy: Record Retention Policy for the Healthcare Industry

• Guidelines: Record Retention Guidelines for the Healthcare Industry

• Whitepaper: Record Retention Rules for the Healthcare Industry

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

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MEET THE PRESENTER

Nancy Flynn, Founder & Executive Director

ePolicy Institute™ Business Writing Institute™ Marijuana Policy Institute™

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Revamp your sales strategy for the current times! Understand why traditional “muffin marketing” is dead, and embrace the latest innovative and professional sales methods. This webinar will give your agency the tools to serve more patients, grow, and solidify financials.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Distinguish the difference between “muffin marketing” and a professional referral development model

• Implement a seven-step sales process starting with the art of the cold call and ending with learning how to weed your garden

• Explain value-based sales and how to apply them practically

• Distinguish the differences between nine key referral segments

• Assimilate how important the referral inquiry to admission process is to your organization

• Create a culture of growth

WEBINAR DETAILS

Most organizations want to serve more people, grow, and be financially strong, but many don’t understand the art and science of developing a value-based sales and referral-development model. This webinar will showcase why “muffin marketing” and “cookie drops” are a thing of the past and focus on marketing efforts that build trust. “The happy feet on the street” strategy will help you take action to develop a professional sales approach that delivers results. Join us to learn what the essential elements for success in referral development are and the strategies and actions to serve nine key referral segments. Healthcare agencies will benefit from this presentation whether they have a strong or weak sales/referral development strategy in place. So fasten your seat belt and hold on, this webinar will challenge traditional thinking and open new doors for accelerating the growth of your business.

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

This informative session is designed for the following healthcare professionals: agency owners, administrators, executive directors, community outreach staff, clinical liaisons, referral intake staff, executives in sales, marketing, and business development, and anyone responsible for organization growth.

TAKE-AWAY TOOLKIT

• Specific phraseology worksheet to use during a sales call

• YouTube video of a new cold calling approach

• Examples of a value-proposition work matrix

• Case study examples

• Useful links to identify accounts in a specific referral segment

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization's use only.

MEET THE PRESENTER

Kurt Kazanowski, Consultant, Speaker, Author & Coach

KazNow, Inc.

PDPM: Advancing Clinical Capabilities and Care Delivery
DATE October 6, 2020

Register here