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 asking if they are ready […]

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 buzz at this point. As […]

  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 if anything will change. There […]

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 time. Handling this type of […]

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 something else that might be […]

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 know common sense is not […]