Presented by Doug Sullivan, RN, CCM and Laura Schmidt, RN, BSN, MHR

Overview:

This course is designed for nurses and healthcare case managers, offering one Continuing Education Credit (CE) upon successful completion. It emphasizes patient-centered communication and the integration of technology in healthcare settings. Participants will learn communication strategies to build strong rapport with patients and their support networks, enhancing the delivery of patient-centered care.

The course will cover various technological tools such as telehealth, Learning Management Systems (LMS), and remote monitoring devices. These technologies are explored as means to improve patient engagement and care. Participants will receive step-by-step guidance on conducting effective patient-centered interviews and will examine communication techniques for successful interactions.

The course also introduces current trends in technology that support enhanced communication and patient care. Effective nurse-patient communication is highlighted as a key factor in improving patient outcomes, reducing uncertainty, and fostering better engagement in treatment decisions. The skills gained will help nurses and case managers boost patient adherence to treatment plans, increase social support, and improve overall patient satisfaction.

Objectives:

• Demonstrate effective communication skills represented by increased patient survey scores.
• Apply the sequence of patient-centered Interviewing to enhance behavioral interviewing skills.
• Incorporating communication skills into practice.
• Identify communication challenges with solutions to improve communication.
• Demonstrate Person-Centered Care and Communication Continuum (PC4) to improve the learning process.

Speaker Biography:

Doug Sullivan, RN, CCM began his administrative clinical career with Allied Physicians of California and Network Medical Management, where he built a Utilization Review Department. He then spent eight years at Molina Health Plan, working on Quality Development and Compliance Oversight, where he co-developed a facility site review software application for state compliance tracking. As a Supervisor for Care First and DHCS Master Trainer, Doug managed a team of RNs conducting facility site and medical record reviews for Medicaid Managed Care Plans (MMCPs). He assisted practices in transitioning to EHR/EMRs and participating in Value-Based Care (VBC). He also served as a QI Project Manager for Network Medical Management, implementing HEDIS and STAR strategies. Doug later became an independent contractor for a BPO call center in the Philippines and Costa Rica. He co-founded a virtual practice for Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) and helped technology and healthcare organizations develop digital health platforms and programs.

Laura Schmidt, RN, BSN, MHR has 25 years of experience in healthcare and specializes in remote patient management of chronic health conditions. She holds a BSN from Wright State University and an MHR from the University of Oklahoma. Her career began in nephrology, and in 2009, she developed an education department for a midsize dialysis company, reducing patient mortality and morbidity during their first 120 days of dialysis. The program’s early results were published in Nephrology News in June 2012.

Laura has experience in clinic operations and management, and as a clinical team leader, has helped create a technology platform for digital healthcare. She later transitioned into consulting for digital technology, focusing on Remote Patient Monitoring (RPM) and Remote Therapeutic Monitoring (RTM). Laura’s expertise includes developing technical solutions for remote patient care, patient and staff engagement strategies, expedited onboarding processes, quality assurance, compliance with CMS regulations, billing, and education.