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	<title>The BridgeBlog</title>
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	<link>http://www.bridgefront.info</link>
	<description>By BridgeFront</description>
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		<title>A Secret to Great Customer Service, Revealed</title>
		<link>http://www.bridgefront.info/2010/09/02/customerservice/</link>
		<comments>http://www.bridgefront.info/2010/09/02/customerservice/#comments</comments>
		<pubDate>Thu, 02 Sep 2010 17:23:05 +0000</pubDate>
		<dc:creator>Kent Lane</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[revenue cycle staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=312</guid>
		<description><![CDATA[While there are numerous keys to success in the fast-paced world of customer support - it seems to me that multitasking should most certainly be at the top of that list. After a recent visit to my local Verizon Wireless store, the chance of me ever switching to another carrier is now slim to none. This is not because of the product or coverage or advertising … but because of the level of service I received and observed.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Financial Effects of Bad Customer Service</title>
		<link>http://www.bridgefront.info/2010/06/08/financial-effects-of-bad-customer-service/</link>
		<comments>http://www.bridgefront.info/2010/06/08/financial-effects-of-bad-customer-service/#comments</comments>
		<pubDate>Tue, 08 Jun 2010 21:21:12 +0000</pubDate>
		<dc:creator>Kent Lane</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[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=296</guid>
		<description><![CDATA[On my past few posts, I&#8217;ve pointed out some good customer service&#8230;now let&#8217;s look at the impact of a negative case.
The Story
I took my car in for repair at a Jeep dealership in Wilsonville, Oregon.  Not having been at that dealership before, I stumbled my way toward the service area.  With no signs [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2010/06/08/financial-effects-of-bad-customer-service/feed/</wfw:commentRss>
		<slash:comments>14</slash:comments>
		</item>
		<item>
		<title>Looming Red Flags Rule Compliance Deadline</title>
		<link>http://www.bridgefront.info/2010/05/07/looming-red-flags-rule-compliance-deadline/</link>
		<comments>http://www.bridgefront.info/2010/05/07/looming-red-flags-rule-compliance-deadline/#comments</comments>
		<pubDate>Sat, 08 May 2010 01:08:42 +0000</pubDate>
		<dc:creator>peter</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[BridgeFront]]></category>
		<category><![CDATA[healthcare education]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[HIPAA refresher training]]></category>
		<category><![CDATA[medical ID theft]]></category>
		<category><![CDATA[online education]]></category>
		<category><![CDATA[red flags rule]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=265</guid>
		<description><![CDATA[According to a survey conducted by the Federal Trade Commission (FTC), close to 450,000 individuals each year experience some form of medical identity theft.
Victims may find their benefits exhausted or face potentially life-threatening consequences due to inaccuracies in their medical records. The cost to health care providers, unpaid bills racked up by scam artists.
What are [...]]]></description>
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		<slash:comments>19</slash:comments>
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		<title>Training the Texting Generation</title>
		<link>http://www.bridgefront.info/2010/05/03/training-the-texting-generation/</link>
		<comments>http://www.bridgefront.info/2010/05/03/training-the-texting-generation/#comments</comments>
		<pubDate>Mon, 03 May 2010 21:24:00 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[BridgeFront User Group]]></category>
		<category><![CDATA[Client Communications]]></category>
		<category><![CDATA[Revenue Cycle]]></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[online education]]></category>
		<category><![CDATA[patient access and accounts staff training]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=254</guid>
		<description><![CDATA[Recently I was watching the evening news and was surprised to hear some statistics on cell phone texting.
The average adult sends just 10 text messages per day, but teenagers aged 14-17 send about 3,000 per month. One sixteen-year-old sent about 4,000 per month.
Child Psychologist David Swanson says, &#8220;The problem here is they&#8217;re missing the verbal [...]]]></description>
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		<slash:comments>49</slash:comments>
		</item>
		<item>
		<title>You Have 17 Seconds</title>
		<link>http://www.bridgefront.info/2010/02/21/youve-got-17-seconds/</link>
		<comments>http://www.bridgefront.info/2010/02/21/youve-got-17-seconds/#comments</comments>
		<pubDate>Sun, 21 Feb 2010 15:33:55 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<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[online education]]></category>
		<category><![CDATA[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=243</guid>
		<description><![CDATA[What makes a customer interaction successful &#8230; the first 17 seconds.
I called a wireless phone company yesterday about my cell phone.  Seems the phone is eating up battery life in about 8 hours, when it initially took 3-4 days to deplete it.  When the support person took the call, they listened briefly, then [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2010/02/21/youve-got-17-seconds/feed/</wfw:commentRss>
		<slash:comments>9</slash:comments>
		</item>
		<item>
		<title>Good Service is Transparent</title>
		<link>http://www.bridgefront.info/2010/02/14/good-service-is-transparent/</link>
		<comments>http://www.bridgefront.info/2010/02/14/good-service-is-transparent/#comments</comments>
		<pubDate>Mon, 15 Feb 2010 04:01:31 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<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[skill development]]></category>
		<category><![CDATA[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=230</guid>
		<description><![CDATA[My favorite waiter is Sean Patrick Martin (a strong Irish name if I ever heard one) who works at a wonderful Italian restaurant here in Portland. He is so good, that I will even wait for a table that he is working&#8230;I hate to wait for things. What makes him better than the other waiters [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2010/02/14/good-service-is-transparent/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
		</item>
		<item>
		<title>Reminded of the Olympics</title>
		<link>http://www.bridgefront.info/2010/02/08/reminded-of-the-olympics/</link>
		<comments>http://www.bridgefront.info/2010/02/08/reminded-of-the-olympics/#comments</comments>
		<pubDate>Mon, 08 Feb 2010 15:56:57 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[Client Communications]]></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[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=218</guid>
		<description><![CDATA[Olympic Stars &#8211; Good Customer Communication Skills?
While thinking about my next post, I was reminded of the Winter Olympics&#8230;which is right around the corner. The first person that comes to mind is Bonnie Blair (1). I had the privilege of being a neighbor and a friend to Bonnie and her family&#8230;and being part of the [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2010/02/08/reminded-of-the-olympics/feed/</wfw:commentRss>
		<slash:comments>9</slash:comments>
		</item>
		<item>
		<title>Power of Frontline Personnel</title>
		<link>http://www.bridgefront.info/2010/02/03/power-of-frontline-personnel/</link>
		<comments>http://www.bridgefront.info/2010/02/03/power-of-frontline-personnel/#comments</comments>
		<pubDate>Thu, 04 Feb 2010 02:48:16 +0000</pubDate>
		<dc:creator>Kent Lane</dc:creator>
				<category><![CDATA[Client Communications]]></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[frontline personnel]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=208</guid>
		<description><![CDATA[Ever wonder why some businesses make it and others don&#8217;t? 
Let&#8217;s look at one sector for a moment &#8211; restaurants. If you compare apples to apples, in most cases the food is good and the cost is about the same.  There could be a difference in ambiance, but the real difference is in the [...]]]></description>
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		<slash:comments>16</slash:comments>
		</item>
		<item>
		<title>Answer to the Most Common HIPAA HITECH Question</title>
		<link>http://www.bridgefront.info/2010/01/29/answer-to-the-most-common-hipaa-hitech-question/</link>
		<comments>http://www.bridgefront.info/2010/01/29/answer-to-the-most-common-hipaa-hitech-question/#comments</comments>
		<pubDate>Fri, 29 Jan 2010 18:02:31 +0000</pubDate>
		<dc:creator>peter</dc:creator>
				<category><![CDATA[Compliance Community]]></category>
		<category><![CDATA[HIPAA compliance]]></category>
		<category><![CDATA[HIPAA HITECH]]></category>
		<category><![CDATA[HIPAA refresher training]]></category>
		<category><![CDATA[HIPAA regulations]]></category>
		<category><![CDATA[HITECH law]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=194</guid>
		<description><![CDATA[Are new business associate agreements needed with the coming HITECH deadline?
This is probably the most common question I get asked these days. There are two camps of thought.

Many business associate agreements are written with &#8220;evergreen&#8221; language that automatically incorporate any future changes to HIPAA regulations. So &#8211; you could make an argument that the HITECH [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2010/01/29/answer-to-the-most-common-hipaa-hitech-question/feed/</wfw:commentRss>
		<slash:comments>15</slash:comments>
		</item>
		<item>
		<title>Remember to Repeat</title>
		<link>http://www.bridgefront.info/2009/12/29/remember-to-repeat/</link>
		<comments>http://www.bridgefront.info/2009/12/29/remember-to-repeat/#comments</comments>
		<pubDate>Tue, 29 Dec 2009 22:56:18 +0000</pubDate>
		<dc:creator>lorraine</dc:creator>
				<category><![CDATA[Revenue Cycle]]></category>
		<category><![CDATA[Brain Rules: 12 Principles for Surviving and Thriving at Work]]></category>
		<category><![CDATA[educational activities]]></category>
		<category><![CDATA[healthcare staff training]]></category>
		<category><![CDATA[learning retention]]></category>
		<category><![CDATA[skill development]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=181</guid>
		<description><![CDATA[Okay, so this is my last blog post on the book Brain Rules by John Medina. There is a lot in there and I can&#8217;t give you a summary of all the good stuff. Maybe I&#8217;ve intrigued you through these snip-its of information that you will read it yourself! Regardless, let&#8217;s wrap up this book [...]]]></description>
		<wfw:commentRss>http://www.bridgefront.info/2009/12/29/remember-to-repeat/feed/</wfw:commentRss>
		<slash:comments>5</slash:comments>
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