May 2023

CURIS Monthly

Onsite with Alivio Medical Center

Owner/Principal Consultant Shannon Nielson recently spent time onsite with one of our long standing clients, Alivio Medical Center. While onsite Shannon spent time with leadership and QI staff. The focus during this trip was on PCMH, onboarding a new hire to the QI team, and other agenda items planned out with the Alivio team.

It is always great when the consultants are able to be onsite and work in person with the staff. Our approach is to work with you as part of the team to better help your organization. Onsite visits really give that boots on the ground opportunity that can not always be felt via video conference calls.

Special thank you to the Alivio Team for hosting Shannon!

HealthTalk Webinar

Upcoming Webinar: Join us as Dr. Rebecca Blumhofer, MD and Senior Application Analyst Amanda Ryder share their experience of transforming their after-hours care program, and the impact it has had on their health center’s providers, patients, and bottom line. They’ll explain how partnering with HealthTalk A.I. -- and implementing new technology and processes -- has allowed them to advance their mission of driving access and outcomes for Greater Worcester residents.

Call Center Optimization:

Aim for 1st Call Resolution

Imagine a world where there never was an inbox of voicemails or an indicator light flashing on your desk phone. Returned phone calls are extremely inefficient (patient may not answer, patient not have the information in front of them, …) and adding these new to-do’s on to the already large pile of existing to-dos our teams have on their plate will eventually move you into “keep up mode”. Voicemails and tasks are an indicator that 1st call resolution did not happen. 1st call resolution is when the initial call is answered, and the patient’s need was met/exceeded. This means the patient had the appointment scheduled, prescription refilled, health question answered before ending the call meaning no additional steps or call backs remaining to complete the ask. Due to many reasons such as old phone systems, dated call flows, and/or staffing, it is not always possible to meet the need on the first call. Instead, we may have the patient leave a voicemail, hang up and call another number, etc… Identifying where 1st call resolution is not happening is a great starting point for improvement. We have a lot of experience with helping health centers identify these areas and dig into the technology, call flows, and staffing to continue to move your team on the path towards 1st call resolution. This in turn leads to improved patient experience and less voicemails. Less to-do’s/follow ups will help you move from “keep up mode” (reactive) to being able to take a few minutes and look ahead (proactive).

Employee Spotlight:

Care Coordination Team

Celebrating Big Milestones:

Brenda Gallardo has passed all her final exams and is now a graduate nurse! She has been an incredible asset to the team and worked diligently to close referrals and help individuals make their specialty appointments for NHCLV.

Carina Perea, is pregnant with her first child and will be having a gender reveal party at the end of this month! She is an integral part to the CURIS team. As a certified MA, she is working to create training materials for onboarding new staff.

Amber Ward has completed an accredited online MA course and received 100% on her final exam. This made her eligible to take the National MA Certification exam, which she also passed!

Janice Lantigua is studying to be a Radiology technician, and has passed her finals, receiving a 93%. She is also working on a client's abstraction and patient outreach project.

Nadia- Lives in Bayamon Puerto Rico where they recently experienced heavy rains. Causing the river near her home to flood and create a landslide blocking her road. Despite this catastrophe, Nadia continued to work daily, showing her passion and commitment in helping patients through her care coordination role.

Mental Health Awareness

May is Mental Health Awareness Month. " We want every person out there to know that if all you did was wake up today, that’s more than enough. No matter what, you are inherently worthy of more than enough life, love and healing. Showing up, just as you are, for yourself and the people around you is more than enough." -NAMI

Often people find it difficult or embarrassing to see a doctor for help. It's important that your patients know they are safe and supported when talking to their provider about their mental health. Here at CURIS, we strive to ensure all the organizations we work with have patients who have access and knowledge around mental illness and the care they can receive.

For more information visit: https://www.nami.org/.../Mental-Health-Awareness-Month

#morethanenough

National Nurse's Week

May hosts National Nurses Week! The CURIS team wants to give a huge THANK YOU to all you nurses. We get the honor of working with nurses daily in our projects with healthcare organizations . We see all that you do and recognize your hard work and dedication to bettering patient lives. You are true superheroes.

We also want to give a special thank you to the nurses within our own company Jennifer Calohan and Donna Bryant-Winston.

Make sure to honor a Nurse in your life this month. They deserve it!

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