All-Hands on Deck for Resident Happiness: Rethinking Your Approach to Customer Service

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All-Hands on Deck for Resident Happiness:
Rethinking Your Approach to Customer Service

March 22, 2023 | Noon - 1 pm via zoom

You might ask yourself, how can we possibly add any additional duties to our day-to-day practices? However, a well-designed customer service program is not only the foundation for building trusting relationships with residents and families, but when a system can be fully implemented, it can enhance resident satisfaction and reduce the risk of a complaint survey. We are not talking about a good form to collect a grievance, but a philosophy of service embraced by multiple departments and team members.

If you are ready to shift your time back to proactive strategies to address concerns, then this webinar is for your team.

All department heads should view this webinar. It has to be all-hands on deck to right this ship.

Who should attend: Director of Nursing, Clinical Leaders, Administrators, Managers, All Department Heads, and all C-levels of leadership.

Learner Outcomes:

Describe the team members needed to ensure the customer service program's success.
Define the roles of key stakeholders in your organization to ensure the programs success.
Enable and empower all employees to ensure happiness.

Cost: $49 for Members, $69 for non-members

This webinar will be recorded.

Credits:

This program has been approved for Continuing Education for One total participant hours by NAB/NCERS—Approval #20240321-1-A92299-DL

The Wisconsin Director of Nursing Council – Education Forum, Inc. is a provider approved by the California Board of Registered Nursing, Provider #CEP17120, for one contact hour. A Certificate of Completion is emailed to the attendees who have completed the webinar. The licensee must retain the certificate for four years after the course ends.

Only those registered will receive participant and contact hours.

Presenter: Cindy Johnson, VP of Clinical Services at Atrium Centers, Inc.

Cindy’s Nursing career started in 1988 as a Certified Nursing Assistant in a Nursing Home. While attending RN School in Syracuse NY, she received her Licensed Practical Nurse license and continued employment in a Nursing Home. Cindy graduated RN school in 1991 with a 4.0 GPA, she did an advanced class during her transition role the last 6 weeks of school in the hospital critical care unit. Upon graduation, she worked in the critical care unit for 3 years advancing her skills as a nurse.

During her 3rd year in CCU Cindy found herself visiting her patients from the hospital that went to a nursing home, she enjoyed and missed that part of her career. Developing a compassionate relationship with her patients. Cindy read the newspaper for nursing home jobs and found a Unit Manager position.

During her interview the DON she said “you are a hospital nurse so you would not be able to transition here”. Cindy returned 2 weeks later to talk with the DON, she noticed the unit manager position was still open. Cindy made a deal with the DON, if I can’t do the job I will leave within first 90 days. DON hired her for Unit Manager of a 60-bed skilled unit. Yes, a year later she said she wish she could clone her. Hard work and dedication with a lot of compassion. Makes for a great DON.

Cindy has been in long-term care since 1994, holding many titles, MDS Coordinator, DON, Regional Nurse and VP of Clinical Services since 2007. As Director of Nursing and VP of Clinical Services She has always enjoyed teaching and mentorship to support making everyone better to improve Quality of Care for residents.

Educational experience includes AHCA Convention, Point Click Care Convention and FHCA Nurse Leadership as the chair of FHCA Senior Clinicians. Currently she provide education and Training to Atrium Centers Leadership, Administrator’s and DON’s on survey management, how to be an excellent leader, and QAPI.

All-Hands on Deck for Resident Happiness: Rethinking Your Approach to Customer Service

Wednesday Mar 22 2023, 12:00 PM - 1:00 PM
Webinar

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