|
7:30 – 8:30 a.m. |
Registration and continental breakfast in Elegante Conference Center |
|
8:30 – 9:30 a.m |
General Session: Welcome & President’s Address, Les Mortensen, President/CIO, LVM Systems |
|
| Time |
Clinical |
Marketing |
Training |
9:40-
10:30
a.m.
|
KEYNOTE ADDRESS:
Healthcare A to Z – A 2011 Clinical Update for Telephone Triage Nurses
Dr. David Thompson
|
Using CRM to Add Value to the Patient Experience Within the Call Center
Jeff Herman, Product Manager, CPM Marketing Group, Madison, WI & Barbara Krah, Director, Customer Contact
and Marketing Administration, Rush University Medical Center, Chicago, IL
|
|
10:40-
11:30
a.m.
|
KEYNOTE ADDRESS:
Challenging Calls: What Would You Do?
Dr. Bart Schmitt
|
Making Referring Physician Access Easy
Mary Ann Hodgers, Information Technology Manager, University of Illinois Medical Center, Chicago, IL
|
N-Centaurus – Are you ready for a change?
Kelly McCall, Quality Assurance, LVM Systems
|
| |
11:30 a.m. – 1:00 p.m. Networking Lunch |
1:00-
1:50
p.m.
|
Health Care Reform: Leading the Transformation
Traci Haynes, MSN, RN, BA, CEN, Director, Clinical Services, LVM Systems & Suzanne Wells, RN, BSN, Manager,
Answer Line, St. Louis Children’s Hospital, St. Louis, MO
|
How We Implemented Consumer Email!
Sharon Hughart, Senior Manager, ResourceLink Information and Referral Service - Catholic Healthcare West Arizona
Market, Phoenix, AZ
|
Support Q&A
LVM Support Department |
2:00-
2:50
p.m.
|
Post Discharge Phone Calls: Balancing Customer Service and Clinical Needs
Teresa Hegarty, RN, Clinical Nurse Manager, Children’s Hospital Colorado, Aurora, CO
|
Promoting the Value of Your Call Center Through Internal Marketing
Lorenzo Sierra, ABC, Marketing and PR Manager, LVM Systems
|
Disease Management – Using LVM’s Blueprint DM Care Plans
LVM Training Team
|
3:00-
4:00
p.m.
|
Panel Discussion:
Medical Home Concept – What is your organization doing to meet the new regulations and how are you incorporating
your Healthcare Call Center into that picture?
The Panel will consist of Advisory Committee Members, LVM Clinical Staff, and other Users.
|
Survey Setup 101
LVM Training Team
|
| |
4:15 – 6:00 p.m. Evening Reception |