Customer Service Concepts for the Crew
December 19, 2023
2:30-4:00 pm EST
This session focuses on skill building for serving effectively as Long-Term Care Department Heads with an emphasis on effective leadership, operations and systems in the LTC setting. Guidance will include strategies for avoiding common deficiencies, performance improvement and QA activities, team building, productive meetings, and customer service. This session will discuss specific tips and strategies for promoting facility wide focus on customer service at all levels of staff interactions. Concepts for achieving customer service goals will be shared along with examples of staff exercises for successful customer interactions.
Projected Learning Outcomes/Course Objectives: At the conclusion of each session, the learner will:
1. Identify customer service goals for each facility department.
2. Describe tips and strategies for promoting facility wide focus on customer service.
3. Discuss examples of staff exercise for successful customer interactions.
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Course Content
15 minutes Customer service goals for each department.
20 minutes Tips and strategies for promoting facility wide focus on customer service.
20 minutes Examples of staff exercises for successful customer interactions.
5 minutes Closing Comments/Q&A
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Janine Lehman, RN, RAC-CT, CLNC, Director of Legal Nurse Consulting
Janine is a Registered Nurse with over 30 years? experience in long term care, working in all nursing capacities from Nursing Assistant and Charge Nurse, to MDS Coordinator, Staff Development Coordinator, ADON and DON. She is MDS Certified through AANAC, and is a Certified Legal Nurse Consultant. Her background includes serving as a Corporate Nurse
Consultant, and the Director of Clinical Services for a multi-facility, multi-level of care organization. She has extensive experience in the RAI process, clinical documentation, legal nurse consulting, restorative nursing programs, fall management, QAPI, and infection control, and has provided training on these topics for State and National organizations.
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One (1.0) contact hours each session; Nursing Home Administrators - NAB approved through Proactive LTC Consulting. Ohio Nurses may use this approval toward their licensure renewal. Individual webinars may offer additional approving agencies.
Credits for NHA (NAB), Nurses (Ohio), Activity Directors (NCCAP)
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How Much Does It Cost?
Individual Webinar Registration Fee:
Members, early $55 per person
Non Members, early, $110 per person
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