HEART Coaching - February 2024

February 1, 2024 to February 29, 2024

Activity description

These materials are only intended for those that have participated in HEART Coaching. Credit should be claimed after completing the coaching process. 

Licensed practitioners who conduct telephone-based outreach with patients require enhanced engagement skills to effectively manage these interactions. The application of HEART skills plays a pivotal role in improving the practitioner’s ability to foster positive member interactions that facilitate patient-centered communication, maintain a focus on continuity of care and improve patients’ quality of life. Monthly HEART coaching sessions are essential to ensure the hands-on utilization of these skills in practical scenarios. These activity sessions aim to enhance competency and demonstrate mastery of HEART skills, as evidenced by a comprehensive retrospective review and evaluation of call and case documentation, self-evaluation of HEART skills and debriefing sessions guided by clinical coaches.  

Provided by
This activity is jointly provided by Optum Health Education and Optum Enterprise Clinical Services.

Commercial support
No commercial support was received for this activity.

Required hardware/software
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Target Audience

This activity is designed to meet the educational needs of case managers, licensed professional counselors, nurses and social workers who have participated in HEART coaching.

Learning Objectives

At the end of this educational activity, participants should be able to:

  • Articulate the various levels and types of HEART coaching skills. 
  • Prioritize a continuous learning process focused on skill building and process improvement.
  • Implement the consistent application of best practices and engrain a member-centric coaching culture.
  • Describe how the effective application of HEART coaching skills can maximize improved clinical and health outcomes, deepen member engagement and cultivate loyal member experiences.
Activity summary
Available credit: 
  • 1.00 ANCC - Nurses
  • 1.00 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 CDR - Dietitians
  • 1.00 ASWB - Social Workers
Activity opens: 
Activity expires: 
Event starts: 
02/01/2024 - 12:01am EST
Event ends: 
02/29/2024 - 11:59pm EST

Activity planners
Elizabeth Albert, MD
Clinical Activity Manager
Optum Health Education

Lindsey King
Clinical Practice Performance Consultant
Quality Management Organization
Optum Enterprise Clinical Services

Tracy Meink, RN, CCM
Manager of Clinical Performance 
Quality Management Organization
Optum Enterprise Clinical Services

Stephanie Perera, RN, BSN, MBA
Director of Clinical Quality & Performance
Quality Management Organization
Optum Enterprise Clinical Services

Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, Optum Health Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.

The activity faculty and planners have no financial relationships to disclose.


Accreditation statement
Joint Provider LogoIn support of improving patient care, this activity has been planned and implemented by Optum Health Education and Optum Enterprise Clinical Services. Optum Health Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE) and the American Nurses Credentialing Center (ANCC), to provide continuing education for the health care team.

Credit designation statements
The participant will be awarded up to 1.00 contact hour(s) of credit for attendance and completion of supplemental materials.

Case managers
The Commission for Case Manager Certification has approved this program for a maximum of 1.00 clock hours for Certified Case Managers (CCM).

Social workers
ACE LogoAs a Jointly Accredited Organization, Optum Health Education is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Optum Health Education maintains responsibility for this course. Social workers completing this course receive 1.00 live continuing education credits.

Counselors and/or marriage and family therapists
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA and ASWB for its licensees. See those approvals under Psychologists and Social Workers.
Other States: If your state is not specifically listed, nearly all state Counselor and MFT boards accept either APA or ASWB approval, or are reciprocal with other state licensing board approvals. Check with your board to be sure.

Completion of this RD/DTR profession-specific or IPCE activity awards CPEUs (One IPCE credit=One CPEU). 

If the activity is dietetics-related but not targeted to RDs or DTRs, CPEUs may be claimed which are commensurate with participation in contact hours (One 60 minute hour = 1 CPEU.) RD's and DTRs are to select activity type 102 in their Activity Log. Performance indicator selection is at the learner's discretion. 

A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been preapproved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization from which they wish to obtain credit.

Available Credit

  • 1.00 ANCC - Nurses
  • 1.00 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 CDR - Dietitians
  • 1.00 ASWB - Social Workers
Please log in to register.

You must be logged into your account to participate in this activity. Get started by clicking “Register/Continue” and following the instructions. At the end of the activity, you will be able to view, save or print your certificate of participation. A complete listing of all of your activities can be found under “My Account,” “My Activities.”