2024 Exploring Exceptionalism in Volunteer Management Series

2024 Exploring Exceptionalism in Volunteer Management Series

What does it take to move from being an adequate volunteer manager to an exceptional volunteer manager? To start with, you need good critical thinking skills and the ability to engage in creative problem-solving. Today’s volunteer manager must be assertive, solution-focused, and possess the ability to anticipate requests before they are received. This webinar will address what it takes to become an exceptional volunteer manager no matter how large or small your program may be. Continue reading

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Advance Directives & Health Care Decision Making

Having the knowledge and skill to facilitate thorough, effective conversations around advance directives is absolutely essential for those working in home health and hospice. Every patient-facing staff member needs to understand the components of advance care planning and know how to skillfully and respectfully navigate conversations with patients and families. Failing to do so inevitably impacts the patient and family experience in profoundly negative ways and can even create serious regulatory issues for your organization.

This informative webinar will help you sort through the complexities and provide the information needed to assist patients and families with these important care choices. Continue reading

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Building a Rock Star Management Team

This webinar is designed to build stronger connections, collaboration, alignment, and problem-solving skills within your management team. Doing so provides a clearer direction for your staff, which leads to increased employee and healthcare professional motivation and retention. Studies show that higher employee and caregiver engagement directly leads to stronger patient engagement and outcomes. After the webinar, you will be able to apply the lessons learned directly with your team. Continue reading

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Creating Hospice Differentiators That Fit Your Culture & Community Referrals

All hospices provide the same core services, but not all hospices are created equal. “Our team is the best; they are very compassionate, and they care about the patients” is not a unique value proposition – in fact it should be a given for all hospices! What makes yours different? How do you stand out from the ever-growing crowd of hospices in your market while preserving the integrity of your organizational values?

This webinar will delve into the crucial aspects of crafting unique differentiators for hospice care that resonate with your organization’s culture and create value for your referral community’s needs. It will explore strategies to enhance your hospice’s identity in a competitive landscape, ensuring your services are distinctive and attract clients. Practical examples will guide you through aligning your hospice’s values with the expectations of increasingly savvy patients, families, and referral sources. Implementing these programs will foster stronger connections, increase referrals, and grow your business. Continue reading

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Defining Exceptionalism in Volunteer Management

What does it take to move from being an adequate volunteer manager to an exceptional volunteer manager? To start with, you need good critical thinking skills and the ability to engage in creative problem-solving. Today’s volunteer manager must be assertive, solution-focused, and possess the ability to anticipate requests before they are received. This webinar will address what it takes to become an exceptional volunteer manager no matter how large or small your program may be. Continue reading

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Develop Your Care Continuum: Starting a Personal Care Service

This webinar will detail how a personal care/private duty service can strengthen and develop your current care continuum and how it adds value to your referral sources and current patient base. Learn what goes into developing a personal care service and the key ingredients for success. This session will provide practical advice, lessons, and tools to start a personal care service. Learn how a personal care service can contribute to an organization’s financial success. Continue reading

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Fostering Engagement & Success by Actions of Appreciation (Complimentary)

This webinar will delve into the transformative power of recognizing and acknowledging workplace contributions. Attendees will discover actionable strategies for creating a culture of appreciation that not only boosts employee morale, but also significantly enhances team performance. Through examples and practical tips, participants will be empowered to implement meaningful gestures of appreciation and foster a work environment where individuals feel valued and motivated and ultimately contribute to the organization’s overall success. Continue reading

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Healthcare Due Diligence: The Who, What, Where & When

Healthcare agency change of ownership via mergers and acquisitions is on the rise, especially in key areas where starting new agencies is impossible. This webinar will present the necessary elements of due diligence, both financial and operational. It will review the risks associated with a complex healthcare industry and explain why it is critical to embark on the due diligence process as early as possible.

Learn what you need to know about the process, how to prepare, what documents to request, and who to contact and when. Find out how to identify potential risk, when to remain in the deal, and when to walk away. Don’t miss this opportunity! Continue reading

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Home Health Survey Readiness: Staying Survey-Ready Year Round

How would you respond if a surveyor suddenly walked into your agency for survey today? Would your stress level be off the charts? What if you could have your agency at a state of survey readiness year-round? Is it even possible? This webinar will explain the steps to becoming perennially survey ready by using your QAPI program as an evaluation tool, preparing your staff for survey visits, and learning how to design a mock survey. Continue reading

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Hospice Eligibility Documentation: Drilling Down the Details

Accurate hospice eligibility documentation is critical to fulfilling the CoPs and payment requirements. The lack of supporting documentation for a terminal prognosis is the number one reason for denial. Reviewers often look for a significant decline in patient condition. Although this is not a requirement of hospice care, a terminal prognosis is.

This webinar will help clinicians document the slightest changes in baseline measures. More importantly, it will explain how to capture the changes that support terminal prognosis – even without a decline in baseline measures. Go beyond the LCDs and common tools for documenting eligibility by drilling down to the details and characteristics that differentiate terminal and chronic patients with the same diagnosis. Continue reading

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Hospice Final Rule & Regulatory Update for 2025

This jam-packed webinar will provide updates on numerous issues, including changes to reimbursement, the Hospice Quality Reporting Program, and CAHPS Hospice Survey. It will also address the new HOPE instrument. Don’t miss this important rundown of the new hospice rules…

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Just Your Type: Stop Alienating Others with Written Communication

WEBINAR DETAILS
Emails, text messages, instant messages, direct messages, social media marketing, online review responses… so much of our daily work is now communicated through the written word rather than the spoken word. Unfortunately, much of it is not well written. Join us to learn how written communication impacts your effectiveness and reputation, and how you can stand out with your team and clients as a great communicator! Continue reading

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Navigating Difficult Conversations: Giving Feedback with Confidence & Compassion

This webinar is designed to equip you with the tools and strategies needed to navigate tough discussions with confidence and empathy. It will address various feedback models to help you structure effective feedback. In addition, it will explore some common responses to difficult conversations – denial, defensiveness, justification, and aggression – and provide techniques for managing these responses constructively.

Say goodbye to the days of feeling uncomfortable before a tough conversation. Don’t miss this opportunity to enhance your communication skills and build stronger relationships in both personal and professional settings. Continue reading

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Recruitment & Retention for Outstanding Volunteers

Time to get off the “recruit, train, recruit, train” merry-go-round. If you are losing volunteers as fast as you get them, something is seriously wrong. One major mistake is failing to ensure your program is volunteer friendly and receptive. Volunteers should know that leadership is committed to providing them with the experience they seek. This program will cover everything you need to know about getting and keeping volunteers to meet the needs of patients, families, and your organization. Continue reading

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Reimagining Your Patient & Family Experience

Hospice and home care agencies are discovering that superior customer service experiences lead to increased satisfaction, which, in turn, brings greater compliance with treatments and clinical outcomes. And, sometimes important lessons are learned from outside the healthcare industry.

Join us to learn the essential elements needed to strengthen patient and family experiences. It’s critical to understand the importance of handling an inquiry call, the first 24 hours of being on service, and how to innovate your delivery system to drive excellence. In short, there are strong mission and business reasons to focus on creating an improved patient and family experience. Continue reading

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Telephone Communication Skills

Jennifer calls two healthcare organizations seeking information. Her impression of the first is that they are attentive, competent, and ready to help. The second organization feels indifferent, unfriendly, and abrupt. This impression was formed from a single phone call. Poor telephone behaviors – whether systemic or interpersonal – reduce access and could be a top branding issue. Healthcare providers have less to fear from competitors offering the same services than from indifference of a team member.

How can you sustain the gains implemented as a result of attending this webinar? You can’t observe every telephone call. The solution is a peer coaching program to reinforce agency standards throughout the year. A peer call coaching program is the most effective way to sustain positive call behaviors and customer satisfaction. By the end of this webinar attendees will have a simple, ready-to-implement program. Continue reading

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The Top 10 Misunderstood Regulations & Related Bad Processes

Do you know the top 10 misunderstood hospice regulations? This webinar will enhance your understanding, ensure compliance, optimize your hospice operations, and improve the quality of care provided to your patients.

Plan of Care and Contents: What is required and moving beyond cookie-cutter plans.
Attending Physician: The importance of understanding CMS intentions and addressing low participation rates. Why is high participation a good thing?
Patient and Family Assessment: Discover best practices for admissions and assessments, including the role of medical records, history, talking with patients and families, physical examinations, and admissions. Who can make a referral and/or request hospice services?
Eligibility: Learn about enhancing admission nurses’ assessment skills, presentation of hospice eligibility to physicians, and the inherent pitfalls.
Eligibility Variability: This section will address variability among hospice physicians. What should be done when you have deemed a patient not eligible, and another hospice immediately admits the patient and says they are eligible?
Eligibility Education: There is a lack of education and training within hospices about what makes a patient legally eligible for hospice. Utilization of change of terminal diagnosis, discharge, and revocation will be covered.
Information: What is really required for hospice informational consent, and election of benefits? How do families feel about the admission process? Why do most hospices give out too much information?
Initial Assessment: Clarifying best practices and common misunderstandings.
Comprehensive Assessment: Who does what, when, and by what deadlines. Explore how to improve thoroughness and accuracy.
Survey Awareness: Best practices for CAHPS survey awareness, including misconceptions and how to increase participation.
Bonus: How to handle a transfer and how long you should wait on the other hospice. Continue reading

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Top-Notch Volunteer Training & Programming

Is your volunteer training just an exercise in jumping through hoops? Is it boring or exciting? Is it short and sweet or comprehensive and based on the principles of adult learning? Are your volunteers so impressed by your training that they tell everyone they know that they have to volunteer with you, if for no other reason than to attend this fabulous education experience?

A high-quality training course followed by ongoing educational opportunities is the first step to building a strong program. Then moving from training to creative programming is essential to ensuring volunteers receive a meaningful experience and patients and families receive the best possible care. Continue reading

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