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Nancy Olivas
Nancy Olivas

Nancy manages the website Litmos.com.

November Release Features and Benefits
Nov 19, 2020 | Articles, Course Design, LMS Features, Video

November Release Features and Benefits

We at SAP Litmos are thrilled to announce our most recent LMS updates. Built-in Content Authoring Tool Content Author is an exciting new addition allowing users to create dynamic and visually appealing SCORM 1.2 content without ever leaving the LMS. This powerful feature is designed to support everyone from the... more

Heading to the 2013 AHIMA Convention? Beware ‘Smoke Screen’ ICD-10 Answers
Oct 25, 2013 | Healthcare, ICD-10

Heading to the 2013 AHIMA Convention? Beware ‘Smoke Screen’ ICD-10 Answers

The healthcare news headlines are crowded with answers to your ICD-10 woes. This week, I attended the ICD10Monitor.com “Talk Ten Tuesday” session and one of the panelists shared some very important advice on discernment. Be aware of ‘smoke screen answers’ from vendors, such as your EMR vendor. For example, in... more

Don’t Let the Buzz Slow Down Your ICD-10 Plans
Mar 7, 2012 | Healthcare, ICD-10

Don’t Let the Buzz Slow Down Your ICD-10 Plans

Lately, it’s been a challenge to keep up with all the “buzz” on the ICD-10 implementation date. There are individuals, organizations, and associations on both sides of the table expressing their opinions on the costs versus benefits of the change. But, it’s important to keep in mind that it’s just... more

3 Preparation Steps for ICD-10 to Start Now, Despite CMS News
Feb 14, 2012 | Healthcare, ICD-10

3 Preparation Steps for ICD-10 to Start Now, Despite CMS News

  Today, on Valentine’s Day 2012, CMS warmed the hearts of those pushing for change in the ICD-10 compliance deadline. Marilyn Tavenner, acting CMS Administrator of the CMS, told reporters the CMS will “re-examine the timeframe” through a rulemaking process. However, don’t stop preparing now; we don’t know what and... more

4 Steps to Handling an Irate Customer
Aug 10, 2011 | Compliance Training

4 Steps to Handling an Irate Customer

By Nancy Friedman, President of the Telephone Doctor If your job entails taking calls or working with unhappy, irate customers, you’ve got your work cut out for you. Employees who work with this type of situation are especially vulnerable to outbursts from customers who are going through an emotional, stressful... more

May 18, 2011 | Business Skills, Healthcare

‘No Problem’ Is Apparently a Problem

By Nancy Friedman, the Telephone Doctor We hear what bugs people a lot in customer service – and often. One of the most common compliants we’ve heard recently is that we’re told “no problem” from those serving us on the phone or in-person. Instead of a genuine “thank you” or... more

Feb 16, 2011 | Business Skills, Healthcare

5 Unforgiveable Customer Service Mistakes

By Nancy Friedman, the Telephone Doctor We all know we’ve left companies due to poor service; and we know, too, there are more than five unforgivable customer service mistakes. This list is a summary from the many emails and comments I receive over the years. While it’s all common sense—we... more

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