HHCAHPS: Customer Service Training for Front-Line Staff
 

REGISTRATION FEE

Registration Deadline: September 12, 2025 

AGENDA

This on-demand series includes seven customer service training sessions for front-line employees with easy to deploy tactics that will leave a lasting positive impression on those who receive care from the agency on any and every level.
Each 20-minute customer service mini-intensive will assist your staff in creating a more effective, caring, and pleasant patient experience.

Objectives:

• Define patient-centered care
  
• Establish ground rules for communication
  
• Illustrate what patients expect regarding professionalism and respect
  
• Prepare for complaints and how to best handle them
  
• Evaluate that teaching and training provided was effective
  
• Validate results
  

Session 1: Team-Based Care in a Patient Centered World: Overview of Patient Care Outside a Brick-and-Mortar Care Setting
Session 2: Communication, Communication, Communication: Keeping the Patient and the Team in the Loop
Session 3: R-E-S-P-E-C-T: Minding Your Ps and Qs in the Customer’s Home
Session 4: Be a Dan or a Jan with a Plan: Being Prepared and Professional
Session 5: Making Lemonade from Lemons: Managing Complaints
Session 6: Teacher, Teacher, Can You Teach Me? Teaching and Training That Matters
Session 7: Making the Grade: How to Know If What You Are Doing is Working

Audience: Front-line staff.

FAculty

Jennifer Osburn is a Clinical Consultant with Healthcare Provider Solutions, Inc. (HPS). With over 30 years of home health experience, Jennifer brings a wealth of knowledge and expertise which includes education and training, agency management, quality, clinical case management, and software technology. She is also a credentialed OASIS and ICD-10 Coding expert.

Jennifer began her home health career in a large privately owned agency after transitioning from Medical-Surgical Urology hospital nursing; however, she has worked for all types of agencies in multiple states. Her love for sharing knowledge and experience led her to clinical consulting, where she enjoys translating technical guidance into information that the busy home health professional can deploy to improve the efficiency and quality of care being delivered to the patients they serve.

Jennifer Osburn has led numerous home health educational seminars for state and national associations as well as specifically designed education training plans for agencies for the past 12 years. In addition to consulting across the US, she has trained staff for The Joint Commission and ACHC, has authored numerous industry blogs and articles, and has assisted home health software companies with solutions that ensure compliance with Medicare guidelines. Her areas of expertise and firsthand experience include OASIS, ICD-10-CM Coding, Case Management, Medicare Home Health Conditions of Participation, Billing Requirements, Documentation Compliance for Quality and Payment, Emergency Preparedness, Agency Operations, and PDGM.

CONTINUING EDUCATION CREDITS

CEU will not be offered with this series.

Confirmation and HANDOUTS

On June 24 a recording link will be sent to you along with any handouts, if available. Handouts and related materials will be sent to you shortly before the program to the email address you provide. Please feel free to provide an additional email address as a backup.

RECORDING

A recording will be provided for 90 days. CEU will not be offered with the recording.

EDUCATION PAYMENT POLICY

Non-Members – Payment in full is required upon registration.

Members – Outstanding invoices 30 days after an event date will incur a $25 late fee per registration.

CANCELLATION POLICY

Cancellations must be in writing and received by MHCA on or before Tuesday, June 17, 2025, to receive a refund less a $25 cancellation fee (per registration). No refunds for cancellations made after the cancellation deadline or for no-shows.  

CODE OF CONDUCT

Please click here to review the MHCA Code of Conduct.

QUESTIONS?

Please contact Melissa Stenberg, MHCA Education Manager at (651) 635-0923 or mstenberg@mnhomecare.org.