Fielding Escalated Calls With Greater Ease

Activity description

This activity is part of an education series that focuses on clinically relevant topics germane to care coordination and disease management in an effort to reduce (re)admissions and educate health care providers on how best to empower their patients.

Provided by
This activity is jointly provided by Optum Health Education and UnitedHealthcare Community Plan of Texas.

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 nurses, social workers and other health care professionals (HCPs) who are interested in learning about fielding escalated calls with greater ease.

Learning Objectives

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

  • Increase awareness of own biases and internal responses when feeling challenged.
  • Focus on adopting a customer’s point of view to increase compassion.
  • Articulate a range of responses to help diffuse conflict.
  • Manage your personal experience of difficult contacts.

Additional Information

Activity summary
Available credit: 
  • 1.00 ANCC - Nurses
  • 1.00 Attendance - General Attendance
  • 1.00 ASWB - Social Workers
Activity opens: 
01/20/2023
Activity expires: 
01/19/2026
Rating: 
0

Presenters
Terry Crump, PhD
Licensed Clinical Psychologist, Peer Reviewer
Optum Behavioral Health Solutions

Tina M. Trudel, PhD
Licensed Clinical Psychologist, Peer Reviewer 
Optum Behavioral Health Solutions

Activity planners
Rebecca Gleason, RN, CCM
Activity Manager
Optum Health Education

Judi Shaw-Rice, MD, FACP, MMM, CPE, FABQAURP
UnitedHealthcare Medical Director
Community Plans of Texas                     

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.

All activity faculty or planners have no financial relationships to disclose.

Method for calculating CE credit
CE credit was calculated by the complexity of content.

Accreditation statement
Joint Provider LogoIn support of improving patient care, this activity has been planned and implemented by Optum Health Education and UnitedHealthcare Community Plan of Texas. 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 statement

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

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 enduring 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 Social Workers.
Other States: If your state is not specifically listed, nearly all state Counselor and MFT boards accept ASWB approval, or are reciprocal with other state licensing board approvals. Check with your board to be sure.

Attendance
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 ASWB - Social Workers
Please login 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.”

PLEASE NOTE: You are required to claim credit and download a certificate to your transcript as proof of completion of this course.