Section 1: Introduction A. About This Course B. Learning Objectives Section 2: The Basics A. Good Customer Service B. The Customer C. Organizational Culture D. Review E. Summary Section 3: Barriers and Fitness A. Barriers B. Fit at Five C. Exceed the Expectations D. Review E. Summary Section 4: Conclusion A. Summary B. Congratulations
Ms. O’Connor has held positions as staff nurse, charge nurse, educator, and clinical instructor with over 25 years of clinical practice in a broad range of specialties: medical/surgical, public health, and the operating room environment. She also was a clinical and didactic educator for a community college healthcare program. Prior to becoming a Registered Nurse, Ms. O’Connor successfully challenged the Practical Nursing Boards in WV. As a Surgical Services Educator, Ms. O’Connor created and implemented a Surgical Technician program for non-licensed operating room employees in a highly respected community hospital. She also has been a nurse planner, with experience in planning, developing, implementing, and evaluating continuing education courses for nursing personnel through the continuing education process. A veteran of the U.S.A.F., Ms. O’Connor is committed to creating relevant and intelligent continuing education courses for healthcare professionals throughout the continuum of care. Disclosure: Rachel O’Connor, RN, BSN, M.Ed., Content Writer / Editor, Relias Learning has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.Expert Reviewer: Sarah Zimmerman
Sarah Zimmerman, RN, BSN, MS. AEd, Client Success Manager, Relias Learning has her BS in Nursing from the University of Akron in Ohio and a MS in Adult Education from Kansas State University. Her clinical experience includes intensive care nursing, teaching medical/surgical, critical care and nursing leadership to student nurses along with various management positions. Sarah’s post-acute experience includes the startup of a Continuing Care Retirement Community (CCRC) and over 20 years in the home health industry where she held positions of Clinical Supervisor, Quality Manager, Director of Operations, Administrator, Regional Director, and Area Vice President of Operations. In 2000 she received her Certificate in Legal Nurse Consulting and has used this further education many times in her administrative positions. Disclosure: Sarah Zimmerman has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.