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	<title>The BridgeBlog &#187; Client Communications</title>
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		<title>ICD-10: What About Patient Satisfaction?</title>
		<link>http://www.bridgefront.info/2012/02/02/icd-10-what-about-patient-satisfaction/</link>
		<comments>http://www.bridgefront.info/2012/02/02/icd-10-what-about-patient-satisfaction/#comments</comments>
		<pubDate>Thu, 02 Feb 2012 16:55:07 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[Health Information Technology]]></category>
		<category><![CDATA[Health IT]]></category>
		<category><![CDATA[HIT]]></category>
		<category><![CDATA[ICD 9 to ICD 10]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[ICD-10 Implementation]]></category>
		<category><![CDATA[ICD-10 Transition]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[patient experience]]></category>
		<category><![CDATA[patient satisfaction]]></category>
		<category><![CDATA[skill development]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=728</guid>
		<description><![CDATA[By Lorraine Schnelle, CPA

There&#8217;s one thing that will never change at your practice or organization. That is patient satisfaction is critical to your success. As ICD-10 preparation activities occur, it’s important to recognize how your transition plans impact the patient&#8217;s experience. 
Prior to implementing ICD-10, pay special attention to the tests or procedures that are [...]]]></description>
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		<title>ICD-10: Flash Forward to 2014</title>
		<link>http://www.bridgefront.info/2012/01/19/icd-10-flash-forward-to-2014/</link>
		<comments>http://www.bridgefront.info/2012/01/19/icd-10-flash-forward-to-2014/#comments</comments>
		<pubDate>Thu, 19 Jan 2012 15:19:00 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[Health Information Technology]]></category>
		<category><![CDATA[Health IT]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[ICD 10 Training]]></category>
		<category><![CDATA[ICD 9 to ICD 10]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[ICD-10 Implementation]]></category>
		<category><![CDATA[ICD-9]]></category>
		<category><![CDATA[ICD10]]></category>
		<category><![CDATA[ICD10 Implementation]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>
		<category><![CDATA[What Are ICD-10 Codes]]></category>
		<category><![CDATA[What Is ICD10]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=661</guid>
		<description><![CDATA[Flash forward to February 1, 2014, four months after your practice or organization has started using ICD-10 codes. As you review how well the transition went, what do you see? ]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Poll and Study Says Healthcare is Concerned about ICD-10 Transition</title>
		<link>http://www.bridgefront.info/2011/08/15/poll-and-study-says-healthcare-is-concerned-about-icd-10-transition/</link>
		<comments>http://www.bridgefront.info/2011/08/15/poll-and-study-says-healthcare-is-concerned-about-icd-10-transition/#comments</comments>
		<pubDate>Mon, 15 Aug 2011 21:37:45 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[HIPAA 5010]]></category>
		<category><![CDATA[ICD-10]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=521</guid>
		<description><![CDATA[

In a recent poll and study on the ICD-10 transition, 75% of healthcare professionals indicated deep concern over the conversion, while another 50% expect a loss of revenue. Respondents are concerned about staff training, understanding the new ICD codes, and increasing denials. 
Nearly half of all financial leaders who contributed to the study by HealthLeaders [...]]]></description>
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		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>4 Steps to Handling the Irate Customer</title>
		<link>http://www.bridgefront.info/2011/08/10/4-steps-to-handling-the-irate-customer/</link>
		<comments>http://www.bridgefront.info/2011/08/10/4-steps-to-handling-the-irate-customer/#comments</comments>
		<pubDate>Wed, 10 Aug 2011 22:18:34 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=510</guid>
		<description><![CDATA[By Nancy Friedman, President of the Telephone Doctor
If your job entails taking calls or working with unhappy, irate customers, you&#8217;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 customer [...]]]></description>
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		<slash:comments>25</slash:comments>
		</item>
		<item>
		<title>What Does Ownership Mean to You?</title>
		<link>http://www.bridgefront.info/2011/06/24/what-does-ownership-mean-to-you/</link>
		<comments>http://www.bridgefront.info/2011/06/24/what-does-ownership-mean-to-you/#comments</comments>
		<pubDate>Fri, 24 Jun 2011 22:47:57 +0000</pubDate>
		<dc:creator>Nancy Friedman</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[accountability]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[ownership]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=466</guid>
		<description><![CDATA[By Nancy Friedman, Telephone Doctor Customer Service Training
It never fails. When management is asked to name one characteristic they&#8217;d like to see in an employee, overwhelmingly it&#8217;s always OWNERSHIP; to take responsibility. 
Certainly, there are other traits they&#8217;d like to see, but without fail OWNERSHIP wins. When we talk about &#8220;what does ownership mean to [...]]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>The Telephone Game is Not the Way to Educate Staff</title>
		<link>http://www.bridgefront.info/2011/06/14/the-telephone-game-is-not-the-way-to-educate-staff/</link>
		<comments>http://www.bridgefront.info/2011/06/14/the-telephone-game-is-not-the-way-to-educate-staff/#comments</comments>
		<pubDate>Wed, 15 Jun 2011 00:22:38 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[learning retention]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=447</guid>
		<description><![CDATA[By Lorraine Schnelle, Co-Founder and EVP of BridgeFront

Remember sitting or standing in a circle and whispering something into the ear of the kid next to you…then watching the faces as your message was passed from person to person. The looks on each face ranged from confusion, surprise, and laughter as you all played the “telephone [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>New Research Suggests Revenue Cycle Plays Vital Role in Patient Experience</title>
		<link>http://www.bridgefront.info/2011/06/01/new-research-suggests-revenue-cycle-plays-vital-role-in-patient-experience/</link>
		<comments>http://www.bridgefront.info/2011/06/01/new-research-suggests-revenue-cycle-plays-vital-role-in-patient-experience/#comments</comments>
		<pubDate>Wed, 01 Jun 2011 21:57:05 +0000</pubDate>
		<dc:creator>Lorraine Schnelle</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[patient satisfaction]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=424</guid>
		<description><![CDATA[By Lorraine Schnelle, Co-Founder &#038; EVP of BridgeFront
Improving the total patient experience is on the agenda of most healthcare organizations today. A newly published whitepaper suggests that customer service—throughout the revenue cycle—plays a vital role in the patient experience.

According to the whitepaper, The Revenue Cycle: An Essential Component in Improving Patient Experience by The Beryl [...]]]></description>
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		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>Break the Mold with Stellar Customer Service</title>
		<link>http://www.bridgefront.info/2011/05/25/break-the-mold-with-stellar-customer-service/</link>
		<comments>http://www.bridgefront.info/2011/05/25/break-the-mold-with-stellar-customer-service/#comments</comments>
		<pubDate>Wed, 25 May 2011 19:17:13 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning activities]]></category>
		<category><![CDATA[learning objectives]]></category>
		<category><![CDATA[learning retention]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=411</guid>
		<description><![CDATA[By Kent Lane, COO of BridgeFront

Companies with new products generally lack good customer support at the beginning of their product launch. However, when you find a product and company that does break the mold, you should shout about it—and &#8217;shouting&#8217; is what the new company Yard Rents just did.
Yard Rents is a new business in [...]]]></description>
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		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>NO PROBLEM, is Apparently a Big Problem</title>
		<link>http://www.bridgefront.info/2011/05/18/no-problem-is-apparently-a-big-problem/</link>
		<comments>http://www.bridgefront.info/2011/05/18/no-problem-is-apparently-a-big-problem/#comments</comments>
		<pubDate>Wed, 18 May 2011 19:10:18 +0000</pubDate>
		<dc:creator>Nancy Friedman</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[communication skills]]></category>
		<category><![CDATA[customer communication skills]]></category>
		<category><![CDATA[customer experiences]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[customer service skills]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[frontline personnel]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=396</guid>
		<description><![CDATA[By Nancy Friedman, the Telephone Doctor
We hear what bugs people a lot in customer service &#8211; and often. One of the most common compliants we&#8217;ve heard recently is that we&#8217;re told &#8220;no problem&#8221; from those serving us on the phone or in-person. Instead of a genuine &#8220;thank you&#8221; or something else that might be more [...]]]></description>
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		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>3 Reasons to Visit BridgeFront at the 2011 HCCA National Conference</title>
		<link>http://www.bridgefront.info/2011/04/04/3-reasons-to-visit-bridgefront/</link>
		<comments>http://www.bridgefront.info/2011/04/04/3-reasons-to-visit-bridgefront/#comments</comments>
		<pubDate>Mon, 04 Apr 2011 21:11:32 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[2011 HCCA Compliance Institute]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[compliance education]]></category>
		<category><![CDATA[compliance training]]></category>
		<category><![CDATA[corporate compliance]]></category>
		<category><![CDATA[HCCA Conference]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[HIPAA compliance]]></category>
		<category><![CDATA[Mobile Learning]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[risk management]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=378</guid>
		<description><![CDATA[Next week we are flying to sunny Orlando for the 2011 Healthcare Compliance Association&#8217;s (HCCA) Compliance Institute—that takes place April 10-13. We&#8217;re excited about our debut appearance at the conference in booth number 109. Here are three reasons you should be excited too:
#1 Live Demonstrations of Our New Mobile Learning Platform
Did you know that 2011 [...]]]></description>
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		<slash:comments>5</slash:comments>
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