VIEWS: 342 PAGES: 2 CATEGORY: Business POSTED ON: 12/2/2010
Call Center Qa Guide Forms and Templates document sample
Call Center Qa Guide Forms and Templates document sample
Featuring US Postage Paid Permit No. 700 COMMENTS FROM PAST ATTENDEES Little Rock AR PRST STD Carol Rutenberg, RNC-BC, MNSc • Great experience! Every triage nurse should attend. Nationally Recognized Telephone Triage • Carol presents with passion for the practice of nursing. Expert, Speaker, Author • Carol, you have changed my practice and enriched my life. • Carol’s examples go a long way to drive the point home and provide rationale for “why’s”. Telephone Triage • Would like to have attended both days. I learned more than I expected to. I would attend another seminar as Professional with you. • Excellent program because Carol understands nursing. Nursing Practice • Carol is awesome! It’s easy to see that she loves what Improve Quality and Reduce Risk TELEPHONE TRIAGE AS PROFESSIONAL NURSING PRACTICE she does and it shows. Wonderful teacher. • This has been the best seminar I have attended. Educators • Administrators • Excellent!! Thank you for helping me feel better about • Critical Program Design Elements to Ensure Safe Care my job. • This was the most informative conference I have ever • Scope of Practice and Standards Directing Our Practice attended. Thank you!!! I know I can take this back to my work and implement change. • Critical Thinking: Decision Making in Uncertain Conditions Nurses • Managers • You are fantastic, full of knowledge. Wish I could take you to our clinic! • Recognizing Life Threatening Emergencies Over the Phone ATTENTION: • This was a top level conference . . . one of the most important and most enjoyable conferences I’ve been to. • Patient Assessment: Seeing The Patient With Your Ears I like that it was real! • Engaging, committed to excellence, passionate about • Documentation of Phone Calls: What & How topic, kept my attention, practical content, came through loud and clear as an advocate for patients. • Risk Management & Review of Relevant Litigation • How to Avoid Mistakes That Result in Bad Outcomes Telephone Triage is here to stay. As long as our patients have telephones and we continue to answer them, we’ll be doing Telephone Triage. We can do it wrong, but we can’t NOT do it. Bloomington, Minnesota April 19-20, 2010 SPEAKER Carol Rutenberg, RNC-BC, MNSc, is a nationally recog- nized expert, speaker and author in the field of Telephone Triage. She has conducted research and has been recognized as the foremost authority on Telephone Triage and scope of practice. Carol Madison, Wisconsin Seminars@telephone-triage.com Telephone Triage Consulting, Inc. activity was approved by the Arkansas REGISTRATION Credentialing Center’s Commission has hands-on experience, having been a Telephone Triage nurse in both the This continuing nursing education Nurses Association, an accredited approver by the American Nurses on Accreditation (ANCC-COA). April 22-23, 2010 HOURS OF CE CREDIT office and call center settings. She has had papers published in such journals www.telephone-triage.com CA BRN Provider # CEP 15143 APPROVED FOR 15 as the American Journal of Nursing, the Journal of Emergency Nursing, RN, ArNA ID # 06-20-EA FOR NURSES 118 Clover Ridge Court Hot Springs, AR 71913 Viewpoint, and Home Healthcare Management and Practice. Carol was MAIL awarded the AAACN President’s Above & Beyond Award in 2008. TO: Carol is a consultant specializing in professional education, program design and implementation, and risk management in telephone nursing practice. Presented by Telephone Triage Consulting, Inc. 501-767-4564 She also provides legal consultative services and has served as an expert witness in litigation pertaining to telephone triage nursing. Her practice is APPROVED FOR 15 HOURS OF CE CREDIT FOR NURSES committed to promotion of Telephone Triage as a specialty in nursing and to providing practicing clinical nurses with the skills and vision necessary to Telephone Triage Consulting, Inc. is an approved provider of continuing nursing education by Arkansas Nurses Association, an accredited approver provide excellent care over the telephone. by the American Nurses Credentialing Center’s Commission on Accreditation. LOCATION & DATES REGISTRATION SEMINAR CONTENT April 19-20, 2010 ❒ Bloomington ❒ Madison ❒ Other _______________________ OBJECTIVES: Upon completion of this seminar, you will be able to: Embassy Suites Bloomington STEP 1 REGISTRANT INFORMATION • Identify strengths and weaknesses of your own program 2800 American Blvd West • Bloomington, MN 55431 REGISTER ONLINE AT www.telephone-triage.com (Events) • Begin development of a plan to apply telehealth nursing standards to your practice 952-884-4811 • www.embassybloomington.com Name: ________________________________________________________________ • Recognize telephone triage as professional nursing practice Book hotel online or call 800-362-2773 License: RN ___ LPN ___ Other __________ Position:________________________________ • Identify critical program design elements for successful triage and ask for the TTC Group Rate PRACTICE SETTING: Office/Clinic ___ Call Center ___ HH/Hospice ___ Other ____________ • Conduct a quality patient assessment over the phone ($129 + tax) through 3/28/2010 Employer: ______________________________________________________________ • Perform safe, legally defensible telephone triage in your setting • Provide leadership and insight to others in your clinical setting Work Address: __________________________________________________________ April 22-23, 2010 City/State/Zip: __________________________________________________________ Registration 7:30-8:00 • Seminar 8:00-5:00 Crowne Plaza Madison Home Address: __________________________________________________________ Lunch (on your own) 12:00-1:00 4402 East Washington Avenue • Madison, WI 53704 City/State/Zip: __________________________________________________________ 608-244-4703 • www.crowneplaza.com/madison-etown Day 1: Work Phone: __________________________ Home Phone: ______________________ Fundamentals of Professional Telehealth Nursing Practice Book hotel online or call 800-404-7630 Email: ________________________________________________________________ • Misconceptions about telephone triage (REQUIRED - CONFIRMATION LETTER WILL BE EMAILED) and ask for the Telephone Triage Group Rate • Telephone triage as professional nursing practice COMPLETE THIS AREA TO BE ELIGIBLE FOR A DOOR PRIZE! ($93 + tax) through 3/22/2010 How did you find out about this seminar? • Scope of practice and professional standards for telephone triage • Must-have organizational policies to reduce risk and improve quality Visit our website www.telephone-triage.com ❒ I received a brochure (Source Code from Address Label: ________________________ ) • Best practices supporting safe program design and implementation for information about other seminars . . . ❒ Found brochure on internet ❒ Received notice of seminar via email ❒ I learned about seminar from: Name ______________________________________ Day 2: TEXAS - FEBRUARY, 2010 How to Practice Nursing Over the Telephone Address______________________________________________________________ • Critical thinking and decision making in uncertain conditions • Recognition of life threatening emergencies over the phone PRODUCTS ORDER NOW STEP 2 COST OPTIONS • Systematic patient assessment; seeing the patient with your ears Customizable Telephone Triage Policy Book on CD • Selection and use of protocols The “fill in the blank” format of this tool facilitates policy development Attending Individual _________ @ $339 each Separate registration is required for each member _________ $ 60 of the group. Names of others in group: for your practice. This CD also incorporates key points which serve as • Documentation, interviewing and risk management in telephone “how-to” guidelines to help you design, implement and direct a safe Not Attending Group of 2-5 _________ @ $299 each _________________________________ triage Telephone Triage program in your organization. _________ $ 75 _________________________________ Group of 6 or more _________ @ $275 each Call or register online for groups of 6 or more. Customizable Telephone Triage Forms on CD Attending Products Ordered $ _________ * 10% DISCOUNT on products ordered by Legally defensible documentation starts with a medical record designed for Telephone Triage. This CD contains customizable medical _________ $ 30 members of AAACN or RNs certified in Come to this enlightening professional seminar *10%/15% Discount _________ Telephone Nursing Practice or Ambulatory records, forms for workload analysis, call logs, and QA forms that you Not Attending Care Nursing (15% DISCOUNT if you are and learn the “How To’s” of providing high quality, can customize to fit the needs of your practice. _________ $ 40 TOTAL $ _________ a member of AAACN and are certified). low risk Telephone Triage services to your patients. Telephone Assessment of Common Complaints Attending These Clinical Templates guide the Telehealth nurse in performing a _________ $ 70 comprehensive, systematic patient assessment prior to protocol Not Attending STEP 3 PAYMENT OPTIONS _________ $ 79 selection. Attending ❒ Check ❒ PO ❒ MC/Visa/Disc ________________________________________ TARGET AUDIENCE The Role of Front Office Staff In Patient Intake This 2 hour DVD of a live presentation is designed to assist front office _________ $ 40 Name on Card _______________________________ Billing Address: ❒ Home ❒ Bus • RNs who manage patients over the phone personnel understand their role in patient intake. Not Attending _________ $ 49 Exp Date ______________ Billing Zip ______________ Security Code ______________ • Administrators and key decision makers • Leaders, physicians and others interested in the legal ramifications Telephone Triage as Professional Nursing Practice Attending of telephone triage This 8 DVD set is a live taping of the two day seminar and includes _________ $300 STEP 4 REGISTER FOR SEMINAR the seminar manual. CE credit is available as an add-on purchase. Not Attending • Other personnel with clinical telephone triage responsibilities _________ $395 Mail Telephone Triage Consulting, Inc. Accompanying CE Packet - 20 Hours _________ $ 44 118 Clover Ridge Court Telephone Triage Litigation: How to Avoid the Hot Springs, AR 71913 Mistakes that Result in Bad Outcomes Attending Online www.telephone-triage.com IF UNABLE TO ATTEND: This 75 minute audio presentation (approved for 1.25 hours of CE _________ $ 70 credit for nurses) reviews standards and utilizes actual lawsuits to Not Attending Fax 501-767-1134 ❒ Please advise me of future seminars illustrate practice errors. _________ $ 89 Phone 501-767-4564 ❒ Please remove me from your mailing list For information on custom seminars or on site consultation contact: Information concerning other seminars, products and services at CANCELLATION POLICY: You may cancel up to 10 days prior to the event for a full refund less a $35 cancellation fee ($30 each for 2-5; Carol at 5O1-767-4564 or firstname.lastname@example.org www.telephone-triage.com $25 each for groups of 6 or more). After that time, you may send a substitute, apply ½ of your registration fee www.telephone-triage.com to the price of telephone triage products, or receive credit for registration at another seminar. email: email@example.com Substitutions may be made at any time for a $20 processing fee ($15 each for groups of 2 or more).
Pages to are hidden for
"Call Center Qa Guide Forms and Templates - PDF"Please download to view full document