GSCH Employee Newsletter

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Employee Newsletter | May 2019

IN THIS ISSUE

THIS ISSUE ONLY

Feel-Good Photo Ops

The 411 on Billing

Are You Part of the Problem?

Neurology Comes On-Site

Signing Off

NEW THIS MONTH

Fun Facts - A Game!

IN EVERY ISSUE

New Employees

Service Excellence: Problem-Solving

Mark Your Calendar

Pass it On (Referrals)

TIC Corner: Getting Involved

Work Anniversaries

Current Job Openings

In the News

Welcome, New Employees

We welcome our latest group of new hires to the Greater Seacoast Community Health family. Take some time to see who you might run into and remember to introduce yourself and welcome your new teammates.

Lauren Haley – Patient Advocate at Goodwin

Manya Jennings – OB Nurse at Families First

Christine McGraw – RN at Goodwin

Amanda Allen – Patient Advocate at Families First

Anna Hanson, RN

at Families First

Keri-Anne Launsby

Patient Advocate at Goodwin

Samantha Boulanger

Patient Advocate at Families First

Feel-Good Photo Ops

Greater Seacoast Community Health was selected as the Non-Profit of the year by

the Falls Greater Chamber of Commerce.

The fire department stopped by during Compliance Week to give a training on

fire safety and how to use an extinguisher.

Liberty Mutual sent employee volunteers to help keep Goodwin clean.

United Way of the Greater Seacoast donated 100 filled backpacks, which we'll give to pre-K children in

our family and home-visiting programs. Patrice Baker (left) and Georgie Clark accepted the donation.

Longtime volunteer dentist Kevin Dugas, DMD , has been chosen for the Community Service Award

by BiState Primary Care Association. Here he is at our mobile dental clinic in Exeter.

The 411 on the Billing Department

Are you wondering what the best way to get through to the billing staff is? Well here is your handy, dandy guide!

Our billing department for all locations is on the second floor of the Somersworth site. We are available Monday-Friday 8-4, but 99% of the time someone is here as early as 7 a.m. and as late as 5 p.m.

Our department consists of:

Billing Manager - Kimberly Garca
Medical Billers – Angela Quartararo, Cindy Hackett, Deb Sbrizza, Diana Bistyga, Lisa Hester
Dental Biller – Erica Rourke

Our internal extensions are:

Medical Billing Questions: 2504*
Dental Billing Questions: 2531
Billing Manager: 2576

To reach us from outside the agency or give patients a phone number:

Medical Billing direct line: 603-841-2340
Dental Billing direct line: 603-812-0834
Billing Manager direct line: 603-812-0833

*The medical billers have their own individual extensions as well; see the phone book on your desktop or on your new phone. We are all available via e-mail and Skype as well.

Are You Part of the Problem?

Don’t you hate it when you press a bunch of numbers to navigate a company’s phone tree, and when you finally get to what *might* be the right mailbox, th ere’s just a robotic voice saying the phone number, but no name or info to let you know if you reached the right person?! Well, guess what? Right now, a lot of us are part of the problem – we haven’t recorded an outgoing message on our new voice mailboxes. Be part of the solutio n! It only takes a minute -- here’s how:

Press the Envelope button on your phone (center left).
Press #.
Enter your password and #.
Press 3, then 1 to record a message.
Record a friendly message including your name and job title and inviting the caller to leave a message.
Follow instructions to complete the process.

Fun Facts Game

Meet the Marketing & Development Team

‌

At the big all-staff meeting in April, staff were asked to submit fun facts about themselves. We learned a lot! It turns out that you all lead very interesting lives. The communications team thought it would be fun to use these facts in a game to help us all get to know each other better. Who better to test this game on than ourselves? See if you can match the facts listed below with the member of the Marketing and Development departments.

Development / Marketing Department Fun Facts:

a. My bucket list: Run another marathon, tour Europe, skydive and see the Northern Lights.

b. I have seen Paul McCartney play at Fenway Park twice.

c. I got engaged in Helsinki, Finland.

d. In my previous career I was managing editor of two magazines, one for federal government executives and one for everyday Washingtonians.

e. Countries I've visited: France, Italy, Lebanon, Canada. Countries I want to visit: All of them. I still have time.

f. Worked as a pneudraulic mechanic on fighter jets in the UK

g. I was a high-school football cheerleader. Our squad won the Northeast Division title.

h. I speak a language that begins with "R" and is spoken by 166 million people. (Additional fun fact: When I gave the name of this language in a previous version of this newsletter, it caused the newsletter to be blocked!)

i. Once in a NYC restaurant, I almost got seated at Paul Newman’s table, but he and his wife, Joanne, weren’t interested.

j. I am happiest at the beach and I love to travel.

Find the answers at the bottom of the newsletter! Meanwhile, below you can see our photos, names, titles, how long we've worked here, and where you're most likely to find us.

Paula Place , Associate Director of Development, 6 years. Based at Families First.

Lara Willard, Chief Marketing and Communications Officer, 9 years. Based at Goodwin.

Lisa Zhe , Volunteer Coordinator,

3 years. Based at Families First.

On Site Neurology

To make it easier for our patients to access neurology care, Dr. Christopher Martino will begin volunteering his services one Friday each month. His services are available to all GSCH patients, but offered only at Goodwin. He will evaluate and make treatment plans for conditions such as multiple sclerosis, atypical weakness, neuropathy, migraine headaches, memory loss and tremors. Next dates: June 14, July 12, August 16. Click here for more information.

Signing Off

If you have a new phone number, did you remember to update your email signature????

While you're at it, does your signature follow our agency branding guidelines? It should like the one at right (including font, font size, and logo no wider than your longest line). If it doesn't, please fix using these instructions:

Web-based Outlook
Desktop Outlook

If you use both, you will need to update them separately. Thank you for helping GSCH put our best feet forward!

Service Excellence: Problem Solving

The May service excellence reminder focuses on being an effective when solving problems for customers, patients, clients and co-workers. These monthly messages are designed to create a more solution-oriented team. Reach out to Lara Willard for more information about the service excellence reminders.

The heart of customer service is caring problem-solving. Excellent service providers

know how to be balanced, respectful problem-solvers who bring options to their

customers' dilemmas and needs.

These basic tips can make you a better problem-solver:

1. Listen by asking open-ended questions to identify the customer's perception of the problem.

• Ask questions to identify both the facts of the situation and the feelings of the customer about it.

• Ask clarifying follow-up questions when uncertain about what the customer is saying.

• Take notes.

2. State the problem in one sentence.

• Be specific-it's the only way to end up with valid solutions.

• Use the customer's language as much as possible.

• You may need to help the customer see the big picture-not just their perception of the problem.

• Then ask: "Is this how you see the problem?" or "Does that capture the situation?"

3. Explore possible root causes with the customer.

• Look for the root cause(s), not just symptoms.

• Ask probing questions.

• NOTE: Don't skip this step. Many do and, therefore, find they have not addressed the real issue.

4. Redefine the problem, if necessary.

• It is not uncommon, upon exploring possible root causes, to discover that the presenting "problem" was a symptom, not the real root issue.

• So, restate the problem in one sentence, if necessary.

• Then ask the customer whether this is how they see the problem now.

5. Briefly brainstorm possible solutions.

• Explore options to solve the problem. Consider the customer's feelings as well as the facts.

• Where necessary, identify constraints (in a "can do" positive way such as legal, ethical, technical, cost, etc.)

6. Decide on action(s) to take that will resolve the problem.

• Determine the best solution(s)-considering outcome, time, cost, etc.

• Agree upon next steps to resolution.

• Ask the customer if they feel good about this solution.

7. Follow up, if at all possible.

• Check back later to see if the problem was resolved and how the customer feels about it.

Mark Your Calendar

Community Health Needs Assessment Forums

Wednesday, May 22, 6 p.m., Exeter Hospital Conference Room 2
Wednesday, May 29, 6 p.m., Seabrook Library
Thursday, May 30, 5:30 p.m., Tuscan Kitchen, Portsmouth

In collaboration with GSCH and other partners, Exeter Hospital invites people to say what they consider to be the most important health needs in their community and the health challenges that face residents. Information will contribute to the 2019 Rockingham County Community Needs Assessment Report.

Call 603-580-6668 or email to reserve your spot; make sure to indicate which forum you plan to attend.

COAST Bus Service Concept Meeting

Farmington (Town Hall) 5/22
Dover (Wentworth-Douglass Hospital) 5/28
Portsmouth (City Hall) 5/30
Somersworth (City Hall) 6/4
Rochester (Public Library) 6/11

All meetings are from 6-8 p.m.

Contact: www.coastbus.org/ourfuture

Based on the feedback from the 2018 survey, COAST has created a service concept for 2020 that they want your feedback. Join them to advocate for your own or your clients' transportation needs. See the flyer.

Seacoast Outright Mobile Meeting

Thursday, May 30, 7-8:30 p.m. at the McConnell Center in Dover

Contact: Cora Long , Strafford County Public Health Network

This pizza social and youth support group meeting will bring the energy of support and positivity for the LGBTQIA+ community to the McConnell Center.

NH Gives

June 11 & 12, 2019

Contact: Elizabeth Clemence

NH Gives is an annual statewide fundraising effort that gathered tens of thousands of dollars for non-profits and charitable organizations last year, and can do the same for us this year. Keep an eye out for our marketing efforts and make sure you help spread the word as the day approaches!

Father’s Day 5k

Sunday, June 16, 2019. Race begins at 9.

Mark your calendar for Sunday, June 16 at 9 a.m. at Margaritas in Dover. Click here to register and enter promo code STAFF19 at checkout to receive $5 off your registration. This code is for staff pre-registration only and is valid through Thursday, June 13. Please do not share it with non-staff.

Volunteers are needed!

Email Simone Talbot if you’d like to volunteer at one of these times:

Friday, June 14 @ Goodwin 11 a.m.-3 p.m.
Saturday, June 15 @ Margaritas in Dover 11:30 a.m.-2:30 p.m.
Sunday, June 16 @ Margaritas in Dover 7 a.m.-11 a.m.

Pass It On

Please Refer Your Clients to these GSCH Programs

Relative Caregiver Recharge

Open to: Grandparents and other relatives caring for children

June 10, July 8 from 9:30-11 a.m. at Goodwin Community Health

Contact: Patrice Baker and Georgie Clark with questions, or register here

Over 10,000 children are living in grandparent and other relative-caregiver households in NH, and they can face a variety of challenges as they raise children the second time around. This monthly group will provide a friendly, informal opportunity for support, resources, and information for all relative caregivers and grandparents.

Other Parent and Family Programs

Open to: All parents, grandparents, guardians and children

Weekday mornings and evenings

@Families First in Portsmouth and in Somersworth, Seabrook, Epping and Exeter

Contact: 603-422-8209 (our Family Center) or use the calendar button below.

In addition to Relative Caregiver Recharge, we also offer parenting classes, parent groups and playgroups in four other towns. Click the green button below for the complete list.

Parent & Family Program Calendar

Friends and Family Recovery Education Series

Open to: Friends and loved ones of those struggling with substance misuse

Tuesdays, 5-6:15 p.m. at Goodwin Community Health (rolling schedule)

Contact: Mary Yost at Goodwin

This group offers a six-part curriculum designed to give insight into self-care, healthy communications and boundaries, as well as resources, support and education for anyone who has supported another's recovery.

DBT Lite Group

Open to: Anyone 18+ referred by a mental health provider. Pre-registration required.

Tuesdays starting May 28th from 5:30-7pm at Goodwin Community Health

Contact: Susan Gordon 603-749-2346 x2358

The Dialectical Behavioral Therapy Group is designed to help people struggling with regulating emotions, managing stress/anxiety, interpersonal relationships, and mindfulness.

Follow the links below for complete GSCH program listings

Goodwin Calendar | Families First Calendar

TIC Corner: How to get involved

The Trauma Informed Care (TIC) team is thrilled that more than two dozen staff signed up as being “interested in playing an active role in making my workplace more trauma-informed.” (This was in response to a survey at the All Staff Meeting in Dover in April.) Soon, we will be forming a “Community of Practice” where interested staff will learn about TIC together so they can bring the TIC perspective back to their departments and everyday work. We’re also planning a group to support staff and teach us how to support one another through Reflective Supervision, and a community forum on compassion fatigue and vicarious trauma. Watch your email for info on how to get involved in these and other efforts. Meanwhile, if you have questions, contact Margie Wachtel by email or at 422-8208 x3141.

May Work Anniversaries

1 Year: Karen Frarie, Rebecca Foresteire, Crystal Archambault, James Bress

2 Years : Alicia Burdwood, Crystal Roach, Nicole Bates, Zina Park, Simone Talbot

3 years : Jacky LeHoullier, Marissa Labbe

4 years : Samantha Maillet

5 years : Jennifer DeCarolis

7 years : Nell Fillmore-Parker

8 years : Debra Sbrizza

13 years : Misha Lugo

15 years : Sharon Daudelin, Diane Bernard

17 years : Donna Barrett

18 Years : Rebecca Boudreau, Donna Bernier

Current Job Openings

New Jobs for You and Your Friends

The button below links to current open positions at GSCH. (You can also always find this link on both Families First and Goodwin websites.) Take a look and see if any are right for you or someone you know. There are referral benefits in many cases! Right now we have openings for MAs, Dental Assistants, Recovery Specialists, Nurses and more.