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	<title>The BridgeBlog &#187; frontline personnel</title>
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	<description>By BridgeFront</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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		<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>
		<wfw:commentRss>http://www.bridgefront.info/2011/06/01/new-research-suggests-revenue-cycle-plays-vital-role-in-patient-experience/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
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		<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>
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		<item>
		<title>A Short Course on the Art of Apologizing</title>
		<link>http://www.bridgefront.info/2011/01/18/a-short-course-on-the-art-of-apologizing/</link>
		<comments>http://www.bridgefront.info/2011/01/18/a-short-course-on-the-art-of-apologizing/#comments</comments>
		<pubDate>Tue, 18 Jan 2011 17:50:28 +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[frontline personnel]]></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[targeted staff training]]></category>

		<guid isPermaLink="false">http://www.bridgefront.info/?p=357</guid>
		<description><![CDATA[By Nancy Friedman, President of Telephone Doctor Customer Service Training

&#8220;Gee,      I&#8217;m so sorry.&#8221;
&#8220;Sorry      &#8217;bout that.&#8221;
&#8220;My      apologies, I didn&#8217;t mean to.&#8221;

There are probably dozens of ways to apologize and many more ways of accepting one. How important is an apology? Why do [...]]]></description>
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		<slash:comments>11</slash:comments>
		</item>
		<item>
		<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>
		<wfw:commentRss>http://www.bridgefront.info/2010/09/02/customerservice/feed/</wfw:commentRss>
		<slash:comments>25</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>
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		<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>
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		<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>
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		<slash:comments>10</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>18</slash:comments>
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