CCHN Workforce Lifecyle Webinar Series
Conversation on the Changing Roles of CHC Clinical Support Staff
Conversation on the Changing Roles of CHC Clinical Support Staff
: The roles of Community Health Center clinical support staff continue to change due to the impact of COVID-19, the increasing role of telehealth in care delivery, and ongoing efforts around value-based care and integrated health care delivery. This webinar is a CHC peer conversation around these changing roles, sponsored by the National Institute for Medical Assistant Advancement (NIMAA). This is an opportunity to hear from Colorado CHC peers around changes they have made in the roles of Medical Assistants (MA), and more. In addition, staff from NIMAA briefly shared about efforts they have undertaken to update MA training to respond to these changes.
CCHN & CHAMPS Health Equity Learning Series
Health Equity is Social Justice: Health Centers in the Context of Racial and Social Justice – Rachel Gonzales-Hanson, NACHC; Ross Brooks, Mountain Family Health Centers (Took place on August 11, 2020) The Community Health Center Movement has a deep and rich history in social justice. This webinar offers a historical perspective for the Community Health Center Movement nationally and in Region VIII.
Health Equity in the Context of COVID-19 – Jason Vitello, Colorado Public Health Association (Took place on September 1, 2020) The current pandemic has shed new light on the foundational inequities of this nation. This webinar will offer insight into the structures and systems that cause health disparities and how the pandemic has brought new perspective to those.
Organizational Commitment and Strategies for Health Equity Communication – Dwayne Proctor, PhD, Robert Wood Johnson Foundation (RWJF), Julie Reiskin, and Andrew Montoya from the Colorado Cross-Disability Coalition (CCDC) (Took place September 22, 2020) Demonstrating organizational commitment and communicating for health equity are critical for organizations and individuals as they work to combat the impact of systemic marginalization and oppression.
CCHN UDS Training Series
The Uniform Data System (UDS) training is a program designed for people of all levels of prior UDS experience and covers all aspects of the 2020 UDS Report. Participants of this training will gain an understanding of reporting the UDS, learn about the new measures and requirements included in 2020 reporting, and learn tips for success including strategies for submission. Please contact Kim Moyer (email@example.com) with any questions on these recordings.
Session 1 (Took place on October 26, 2020) Overview of the UDS; high-level review of 2020 changes; the impact of COVID-19; top concerns; introducing and identifying patients and visits; patient demographic tables (ZIP Code table, Tables 3A, 3B, 4)
Session 2 (Took place on October 28, 2020) Table 5: staffing, visits, and integrated services on the selected service addendum; Table 6A: selected diagnoses and services
Session 3 (Took place on November 2, 2020) Tables 6B and 7: clinical quality measure reporting; Table 8A: costs
Session 4 (Took Place on November 4, 2020) Table 9D: patient-related revenue; Table 9E: other revenue; Forms: health information technology, other data elements, workforce training; tips for success
CCHN & CHAMPS “Lunchtime Learning” Professional Skill Development Distance Learning Series
Utilizing Mindfulness to Reduce Stress and Prevent Burnout- Lisa Hardmeyer Gray (Took place on April 20, 2016) This event offers Mindfulness tools to help participants manage day-to-day stress and regain a sense of balance, focus, and connection.
Creating a Productive Healthcare Environment: Enhancing Team-building – Edward Leigh (Took place on May 18, 2016) Dysfuntional teams put patients at risk. Excellent patient care depends on the ability of people to work effectively as a team. The safety of patients is directly correlated with team efficiency. This engaging and high-content session provides tools to understand vital steps of the team-building process. The session focuses on these key areas: clear understanding of each individual’s responsibilities in a team; keeping a team motivated; and handling team conflict.
Creating a Productive Healthcare Environment: Decreasing Negative Attitudes – Edward Leigh (Took place on June 15, 2016) In this session, participants will learn practical, research-based ways to turn negative attitudes into positive mindsets. This session will focus on two key areas: preventing negative attitudes from the beginning and sensitively handling negative attitudes among employees once they surface in the workplace.
Creating a Productive Healthcare Environment: Establishing Boundaries – Edward Leigh (Took place on July 20, 2016) Boundaries are the limitations we establish for ourselves and others. These boundaries can be both physical and emotional. In this content-rich session, participants will learn powerful boundary setting tools to create healthy workplace relationships. The session will focus on three key points: types of behaviors that “cross the line” of what is considered acceptable; preventing maladaptive boundary issues from occurring; and how to effectively establish boundaries once an incident occurs.
Caring for Difficult Patients in a Complex Healthcare System – Dr. William Robiner (Took place on August 17, 2016) Patient care presents diverse challenges to health and social service professionals, including dealing with patients who may be considered “difficult” for a variety of reasons. The goal of this presentation is to provide an overview of characteristics of “difficult” patients and the complex systems in which they are seen which contribute to challenges in providing health care services. This presentation provides a framework for discussion and examples of practical approaches to dealing with “difficult” patients.
Interpersonal Considerations for Care of Elderly Persons Leslie Hasche, Ph.D., M.S.W. (Took place on September 21, 2016) Communication is crucial in effective health and social service care for older adults and their families. Yet, interpersonal communication often faces many barriers because of ageism, sensory impairments, cognitive impairments, cultural diversity, family conflicts, ‘taboo topics’ (i.e., end-of-life issues, loss of independence, incontinence, memory problems, need for long-term care) and the limited time available. The purpose of this webcast is to review the many barriers to effective communication with older adults and to find ways that we can improve how we communicate about these important health and social service issues. This interactive webinar will draw upon the evidence-base and our practice knowledge for how to navigate interpersonal communication when time is limited with older adults and their families.
If you would like to access any archive events that are no longer available please contact Sarah Macrander at firstname.lastname@example.org or 303.861.5165.
Student Loan Management and Repayment Options – Carlos Colón, mpowered (Took place on April 15, 2015) This presentation focuses on the formal process for managing student loans. Participants learn about existing repayment options, major loan forgiveness programs, and various websites and avenues available for managing student loans.
Customer Service: The Art of Caring – Lisa Mouscher, Sogence Training and Consulting (Took place May 20, 2015) Providing a high level of customer service is critical in every area of a health center, yet both knowledge and skill are necessary to handle difficult situations and exceed customer expectations. This training for employees at all levels discusses the critical importance of service excellence and provides a wide range of concrete tools and techniques for making exceptional service part of every interaction. Participants should attend ready to gain ideas and strategies they can implement immediately!
Civility in the Workplace: Creating a Friendlier and More Productive Work Environment – Lisa Mouscher, Sogence Training and Consulting (Took place June 17, 2015) Both internal and external service excellence are essential in creating and sustaining a friendly, productive and thriving health center environment. In this session we will discuss the meaning and importance of workplace civility (also known as internal service excellence), challenges that arise, strategies to resolve workplace conflicts, and practical ways to strengthen workplace civility to make your health center a friendlier and more productive environment for all.
Ask For What You Want – Maria Agnew, Influencing Options (Took place July 15, 2015) Participants in this event will be able to walk away with tools to “ask for what they want” in a conversation and recognize when someone is saying “NO” without saying “NO”. You will be able to identify smoke screens and move conversations forward by using active listening tools and empathy, moving toward a solution.
Facilitation of Problem Solving – Maria Agnew, Influencing Options (Took place August 16, 2015) This event will introduce the ‘Problem Solving Model,’ designed to improve understanding about the stages of a problem and why delivering empathy and asking appropriate questions will help reduce stress and increase effectiveness when resolving personal issues or coaching someone else to do the same. Participants will learn how to remain calm and confident in problematic situations, clarify who is in the ‘circle of concern,’ recognize when someone is dealing with a problem, gain tips for dealing with emotional responses, and move the conversation forward toward a solution.
Cultural Competency: The Foundation for an Inclusive Environment – Cerise Hunt, MSW, Center for Public Health Practice (Took place September 16, 2015) This webcast will make clear that cultural competence requires active development and is an ongoing process that one attempts to aspire to rather than achieve. Participants will gain skills and techniques in the following: To be active in the process of becoming aware of personnel assumptions about human behavior, values, biases, and preconceived notions. As professionals we must shift from being culturally unaware to being culturally aware in order to create a more culturally inclusive clinic environment for patients.
Achieving Equity in Health Care for LGBT People – Kevin Ard, MD, MPH, Medical Director, National LGBT Health Education Center (Took place September 30, 2015) Healthy People 2020 and the Institute of Medicine have identified key health disparities faced by the Lesbian, Gay, Bisexual, and Transgender (LGBT) population. Engagement of LGBT populations is critical to providing culturally responsive care and population based health to reduce health disparities. This session provides an overview of LGBT health disparities, demographics, communication, and terminology, as well as key strategies for bringing high quality care to LGBT people at health centers.
Tell Your Money Who’s Boss – Learn to Get the Most Out of Your Paycheck (Took place on April 30, 2014) This presentation will increase participants’ awareness of their personal financial situation while providing access to supporting tools and resources. Archive no longer available. If you still wish to view this event please contact Sarah Macrander at email@example.com.
Create Great Credit (Took place on May 21, 2014) This presentation will explain the ins & outs of the credit system, debunk myths, and provide resources for accessing personal credit reports & scores. Archive no longer available. If you still wish to view this event please contact Sarah Macrander at firstname.lastname@example.org.
Foundations for Influencing – Communicating with a Goal in Mind: (A three part series) The three events that make up “Foundations for Influencing – Communicating with a Goal in Mind” will improve your ability to interact effectively with those around you. You’ll leave with tips and tools you can put immediately into practice, strengthening your relationships both professionally and personally.
- Part A – Presuming Good Intent (Took place on June 18, 2014)
- Part B – The Art of Developing Trust and Personal Power (Took place July 23, 2014)
- Part C – Influencing through Negotiation (Took place August 20, 2014)
Motivational Interviewing: An Introduction to Encouraging Health Behavior Change (Took place September 17, 2014) – The goal of this presentation is to introduce the audience to the theory and reasoning behind motivational interviewing as well as highlighting the difficulties in engaging in true motivational interviewing; to pull back the curtain so to speak so participants understand the intent behind motivational interviewing. Participants will not learn the skills but will have a solid understanding on which to build the skills and avoid the pitfalls.
CCHN Health Care Advocacy Webinar Series
Building Resiliency and Perseverance When Change Fatigue Sets In– Ingrid Johnson (Took place on April 24, 2019) John Kotter, change management expert, tells us that the only path to consistent and ongoing evolution to ensure survival, is change. Change requires a Growth Mindset, to help us embrace not only successes, but the lessons of failure. This 1.5 hour webinar will focus on Kotter’s 8 step process for successful change, while integrating how to use a growth mindset to create resilience and perseverance in the face of change for both individuals and teams.
Creating a Civil Culture in a Politically Charged Environment– Ingrid Johnson (Took place on May 29, 2019) This 1.5 hour webinar focused on identifying how incivility limits progress and how to a civil space in a negative environment.
Conflict Resolution and Setting Healthy Boundaries– Ingrid Johnson (Took place on June 26, 2019) Participants in this event will build strategies for creating healthy boundaries around defined issues. Additionally, participants will model “I feel…” and “Yes, and..” language that can help set boundaries.
Storytelling – Unleash the Power of Personal Narrative to Change Minds and Policy – Michelle Ames (Took place on July 24, 2019) In a country deeply divided, the personal story continues to retain its ability cut through differences and connect us to our shared humanity. For policy makers and other thought leaders, it continues to be the single most compelling way to illuminate the impact of the current system on real people and to inspire system’s level change intended to benefit those same real people. But storytelling takes practice and an ongoing organizational commitment to building processes that can uncover and elevate those stories. This presentation is intended to help providers learn more about how they can integrate storytelling into their work and their organizations.
CCHN & CHAMPS Team-Based Care Webinar Series
Understanding and Implementing Foundations of Team-Based Care (Took place January 24, 2018) This presentation provided an overview of the foundational building blocks needed to implement team-based primary care within a Community Health Center. The session referred to “The 10 Building Blocks of High-Performing Primary Care” (please read this short article if you are not familiar with this model: http://www.annfammed.org/content/12/2/166.full). CHCs shared their experience implementing empanelment, building a quality improvement infrastructure, restructuring team-based roles and responsibilities, and engaging leadership. Participants were able to assess and identify how the team-based care model presents opportunities for improvement within their own practice.
Strategies for Maximizing Use of the Care Team (Took place February 21, 2018) This webinar provided an overview of the main roles within care teams that work closely with primary care clinicians, along with concrete examples of best practices across the country and Colorado to maximize each role in improving the care provided to patients as well as staff and provider work satisfaction.
Effective Communication with the Patient in Mind (Took place March 14, 2018) Effective communication is a critical component of team-based patient care. We cannot, not communicate. Everyone constantly communicates, with verbal, non-verbal and written cues that can be either effective or ineffective, constructive or destructive. When we lack the awareness of our communication, there is a reduction in the effectiveness of the team and patient outcomes. According to the Institute for Healthcare, extensive research has shown that “no matter how knowledgeable a clinician might be, if he or she is not able to open good communication” with the patient and their team members, he or she will ineffective and can increase the risk for errors. In this session, we will focus on growing team member awareness of communication and provide tools and strategies for improving effectiveness.
Integrating Motivational Interviewing into Daily Clinic Workflows(Took place April 18, 2018) Motivational Interviewing is an evidence-based method of communication for supporting behavior change. This webinar session provides a brief review MI fundamentals, processes and skills. The event will build upon participants’ skills by teaching easy to use strategies for enhancing patient engagement, motivation, and movement towards a targeted health behavior change during clinic encounters. Additionally, participants will learn best practices for building MI proficiency, along with implementation and system-based strategies for integration of MI into clinical systems and practice.
Spreading and Sustaining Team-Based Care Innovations (Took place May 23, 2018) Designing and building a team based care model can be challenging but transformational for primary care practices. Pressure to regress to the old way of doing things is naturally present in an office culture so planning and leadership are required to ensure the changes stay in place. Spreading and sustaining change in a busy practice is a competency that organizations can build. We will talk about strategic and tactical steps a team can take to build this competency.
The Role of Place in Team-Based Care (Took place June 27, 2018) FQHCs continue to devote significant resources to the transition from a provider-based to a team-based model of primary care delivery. Patient engagement and empanelment, staff recruitment, retention and development, and continuous process improvement are all necessary to that transition. However, a sustainable and effective operation can only be achieved when there is alignment between people, process and place. This webinar will focus on “the place” for the work of the primary care team.
Using Data Effectively to Advance Team-Based Care (Took place August 15, 2018) ‘Data-driven decision making’ and ‘team-based care’ are two phrases that are thrown around everywhere in healthcare today. What does data – driven decision-making look like practically and how we can determine which metrics to use, why to use them and how to leverage them to impact decisions. In this 90-minute webinar we will cover key operational and quality metrics that are used increasingly at the Care Team Level to guide decisions and help influence workflows and processes. Learn what a healthy, data–driven team looks like, learn some of the characteristics of these high performing teams and some steps to get you from here to there.
Additional CCHN & CHAMPS Distance Learning Events
Building Resiliency in Uncertain Times (Took place Sept. 10, 2020) Presented by Dr. Kristen Race of Mindful Life, LLC. This session focuses on making mindfulness practices accessible and easily incorporated into our daily lives. Instead of chasing the elusive goal of work/life balance, this presentation offers simple exercises to bring balance to our brains – which is more relevant than ever in the world of COVID-19. Presentation slides found here.
Strategies for Developing Community Partnerships (Took place June 6, 2018) Increasing partnership and membership across sectors and constituent groups is fundamental to advancing collaborative community health work. Working to expand membership to ensure a diverse and engaged group of participants is critical to any community partnership. In this training, we will address four primary issues in increasing community membership and participation: outreach, recruitment, engagement in the effort, and maintaining involvement and sustaining commitment.
Staff Retention Through Workplace Wellness (Took place January 17, 2018) In the context of high provider and staff burnout in Community Health Centers, this session will focus on creating a culture of wellness as a means to address both retention and recruitment. Topics covered will include the multi-generational landscape of the workplace, current trends on the talent pool and what CHCs need to consider to be an employer-of-choice. The session will also look at best practices around Wellness plans, what works and what doesn’t, what style of leadership is most effective for employee engagement and how to create a culture of wellness that is authentic and effective.
Institutional Strategies for Promoting Resilience and Reducing Burnout (Took place August 21, 2017) National surveys of US physicians indicate a burnout rate of over 50%. Burnout, a syndrome of emotional exhaustion, cynicism, and low self-efficacy, is associated with medical errors, lower quality of care, lower rates of patient satisfaction, less adherent patients, and impaired professionalism. Individual physicians may engage in strategies to prevent and reduce burnout or improve personal resiliency, but institutions also play a key role in identifying and implementing strategies to improve physician well-being. This webinar will review the evidence-based organizational approaches to reduce physician burnout.
Building an Effective Physician Recruitment Strategy (Took place May 17, 2017) In order to track success, innovations, and areas for improvement, every health center should have a thorough recruitment strategy. While the idea of a “recruitment plan” may seem too rigid or hard to keep up with, a defined strategic structure can actually allow you the flexibility to safely try new processes, gather data on your efforts, and maximize your recruitment investments. Join this webinar to walk through a free Retention & Recruitment Plan Template, which provides information, ideas, and developed tables for you to incorporate into your health center’s recruitment strategy. Participants will hear about the benefits of developing or updating a recruitment strategy, specific processes to consider, and how to get started.
Retention of the Medical Provider at a Community Health Center (Took place March 18, 2015) Through participation in this webcast, participants will be able to develop their own site and organizational plan for provider retention, understand factors that contribute to provider satisfaction, be able to identify what characteristics in a provider lend to better long term satisfaction, develop managerial skills that can be applied to different generations of providers, and develop confidence in setting a culture at a clinic that promotes stability.
Payment Reform 101 (Took place April 7, 2016) Our system of care is highly influenced by how services are paid for. Right now, the practice of primary care is transforming therefore payment must also evolve. In this first webinar of a two-part series, we will cover the basics of payment reform and outline areas being targeted about how to change the way CHCs are paid in order to better support the Patient Centered Medical Home model. Additionally, participants will learn why political and health care environmental conditions are making this the ideal time for these conversations and changes.
Payment Reform in the Clinical Setting (Took place April 26, 2016) This webinar focuses specifically on the ways that clinical workflows will change due to payment reform. Participants will learn about three examples of how other states have approached CHC payment reform and changes experienced by clinical staff due to the implementation of those approaches. Due to technical difficulties this recording is split into two parts. To access part A, click here. To access part B, click here.
Payment Reform in the Operations and Fiscal Settings (Took place April 29, 2016) This webinar focuses specifically on the ways that operational and fiscal workflows will change due to payment reform. Participants will learn about three examples of how other states have approached CHC payment reform and changes experienced by staff due to the implementation of those approaches.
NIMAA Colorado Expansion Webinar (Took place January 9, 2018)
NIMAA is recruiting clinics in Colorado to become externship sites for NIMAA medical assistant candidates beginning in the fall of 2018. We invite Colorado Community Health Centers (CHCs) to consider being part of this new and innovative model of medical assistant training. The NIMAA Colorado webinar provides more information about becoming an externship site!
CCHN & CHAMPS Outreach and Enrollment (O&E) Distance Learning Series
Integrating Outreach and Enrollment into the CHC Workflow (Took place May 14, 2015) Since the first open enrollment period CHC O&E staff have been working on strategies to integrate a non-clinical program into the clinical environment of the CHC. This presentation aims to help participants lean strategies for incorporating outreach and enrollment into existing CHC systems, share successful techniques for integration and share strategies for O&E integration.
Building Effective Community Partnerships (Took place June 18, 2015) Community partnerships continue to be an integral part of increasing access to uninsured consumers and improving the reach of individual organizations. This session highlights Take Care Utah, a successful statewide partnership between Utah Health Policy Project, the Association for Utah Community Health (AUCH), and Utah 2-1-1, and will emphasize how community organizations can increase enrollments statewide by working collectively.
What All CHC Staff Should Know about O&E (Took place on April 2, 2014) Community health centers (CHCs) play a critical role in outreach and enrollment as they serve a high number of patients who are uninsured and will likely qualify for Medicaid or tax credits through the marketplace.
Patient Education and Health Insurance Literacy (Took place on April 22, 2014) This distance learning session is designed to teach outreach and enrollment staff how to educate their patients about the complexities of health insurance, including how health insurance works, how to retain coverage, and when to seek care.
Making the Business Case for O&E (Took place May 5, 2014) CHCs received funding from Health Resources and Services Administration (HRSA) to assist uninsured patients to gain affordable health coverage through the health insurance marketplaces, Medicaid or the Children’s Health Insurance Program. CHCs have invested a significant amount of time and resources to ensuring the uninsured have access to apply for coverage. This webinar will educate CHCs on how to make the business case for O&E.
Best Practices for Young Adult Outreach (Took place May 20, 2014) Enrolling young people in health insurance marketplaces is critical to the success of health care reform. Often young adults are harder to reach because they do not understand the need for health insurance. This distance learning event will highlight ways that health centers can reach young adults in their communities.
Event 5: Maximizing O&E Staff and Continued Enrollment (Took place June 3, 2014) Community health centers (CHCs) successfully enrolled millions into coverage during the first open enrollment period that ended on March 31st. However, some individuals can still apply for coverage through the marketplace during the special enrollment period and can apply for CHIP and Medicaid year-round. The ACA ensures expanded access to underserved communities through various activities and venues. One way to capitalize on these opportunities is to engage patients and the community on how to utilize their benefits and access care. Outreach staff can be useful in connecting communities to CHCs regardless of coverage. CHCs should maximize outreach and enrollment workers to support their operations and outreach efforts.
Event 6: Rural Outreach Strategies (Took place June 24, 2014) This distance learning event will focus on how to reach rural populations to educate them about health coverage options and will highlight best practices from around the region. This event will include presentations from outreach and enrollment workers who have been successful doing outreach in their rural communities during the first open enrollment period. It will explore how to identify and overcome barriers to conducting outreach in rural areas. The session will focus on the rural population; however, the information shared can be utilized outside of rural communities as well.
Event 7: Outreach to Special Populations (Took place July 22, 2014) American Indian and Migrant/Seasonal Farmworkers are two strongly represented populations in Region VIII, and also have unique legal, cultural, and language circumstances that require special consideration. This distance learning event will focus on effective techniques to access and successfully conduct outreach activities within American Indian and Migrant/Seasonal Farmworker communities. This session will explore the challenges and barriers to coverage for these groups in a post-ACA healthcare environment, as well as give concrete outreach strategies for accessing and educating these groups about their coverage options. Instead of a PowerPoint, this session will be conducted using a Mind Map to brainstorm new and unique outreach ideas.
Event 8: Planning for Successful Outreach (Took place August 19, 2014) Dayanne Leal and Melanie Herrera Bortz from Enroll America will conduct an interactive Affordable Care Act outreach planning webinar. During this learning opportunity participants will discover how to craft a successful outreach plan. This event will also include a discussion on the importance of planning, conducting, and tracking outreach activities. Through an interactive activity participants will have a chance to develop an outreach strategy using Enroll America’s outreach planning template.