Schedule

 
PLEASE NOTE: These courses are for example purposes and subject to change as the course nears.

Module 1

10:00 am - 10:15 am Introduction - Robert W. Strauss, Jr., MD, FACEP
10:15 am - 11:00 am State of ACEP and Healthcare - Mark S. Rosenberg, DO, MBA, FACEP; Susan E. Sedory, MA, CAE
11:00 am - 11:30 am State of Emerging Infectious Diseases - David E. Hogan, DO, FACEP
11:30 am - 12:30 pm

The Critical Role of the ED Medical DirectorThom A. Mayer, MD, FACEP

The ED has a substantial impact on the institution’s and community’s provision of health care. Effectively leading the ED, its staff, and programs require navigation through a myriad of complex processes that may at first seem daunting. The presenter will highlight the issues of leadership and change in the complex organization. Specific examples of effective leadership and a description of the importance of effective communication skills (written and verbal) for the successful ED physician leader will also be discussed.

12:30 pm - 1:00 pm

Addressing the Problem Clinician - Tracy Sanson, MD, FACEP

One of the most difficult situations an ED director must confront is the problem physician. You were never taught how to address the practitioner who aggravates staff, patients, and medical staff is resistant to necessary change or provides substandard care. Using examples, this course will identify some of the more common types of problem practitioners and describe communication techniques and corrective actions with measurable outcomes and endpoints. List indicators, including methods of identification of the problem physician.

Module 2

10:00 am - 11:00 am

Conflict Management Skills + ToolsRobert W. Strauss, Jr., MD, FACEP

Callousness, anger, frustration, and tantrums are commonplace in the stressful environment of the emergency department. Many of our customers are in crisis. Everyone – emergency caregivers, private practitioners, patients and administrators – has needs that must be met. Explore what causes “communication breakdown.” Participants will discuss the origin of common ED conflicts and successful methods to resolve them.

11:00 am - 11:45 am

New Clinician Recruiting and Orientation - Azita Hamedani, MD, MBA, MPH, FACEP

Does your system consist of:
a) "You want to interview, OK come see me during my shift tomorrow"
b) “Now that you have completed the tour, here is a copy of the chart. Good luck!"?
The presenter will describe the successful and effective recruitment and orientation processes to ensure success. Successful recruitment requires an elaborate organization of reviews and interviews and a thorough understanding of the candidate’s capacity and aspirations. Effective orientation incorporates substantial exposure to the EDs processes, policies, support systems, and operations prior to beginning clinical activities. The participant will be given a case study guidebook to help you develop orientation materials for your own emergency department.

11:45 am - 1:00 pm

Legally Interviewing, Hiring and TerminatingDaniel J. Sullivan, MD, JD, FACEP 

Interviewing, hiring, and terminating is substantially more complex than it would appear to a new director. This presentation is designed to familiarize the medical director with the basics of employment law, documentation and communication involved in legally hiring and firing. The presenter will provide case studies to demonstrate appropriate and inappropriate techniques of interviewing, hiring, counseling, and firing personnel. A full understanding of the essential steps in this common process protects the interests of all parties.

Module 3

10:00 am - 10:30 am Give Critical Feeback - Tracy Sanson, MD, FACEP
10:30 am - 11:00 am

Generational Diversity - Tracy Sanson, MD, FACEP

Our ED's currently employ five generations of workers, each with their unique developmental history and view of the future. The characteristics of each group greatly affect not only the current work environment but will likely play an even larger role in the future. The speaker will address the various generations encountered in the workplace.

11:00 am - 12:00 pm

Conduct High Impact Meetings - Robert W. Strauss, Jr., MD, FACEP

The effective ED leader must understand cost appropriate care and efficient utilization of critical resources. Financial realities place pressure on all participants in the healthcare environment and frequently necessitate a critical review of utilization. Too many CTs, admitting patients eventually denied by third-party payors, unnecessary laboratory tests, staff cutbacks, etc., are all areas of frequent ED review. Critical review, peer comparisons (locally and nationally), and effective communication all play a role in defining appropriate utilization. The presenter will describe methods of encouraging practitioner (utilization) behavior change, when appropriate.

12:00 pm - 1:00 pm Develop Personal Well-Being - Frank Lee, MD, FACEP

Module 4

10:00 am - 11:00 am

Complaint & Compliment Management - Robert W. Strauss, Jr., MD, FACEP

“Oh no…not another complaint!!” People complain when they are dissatisfied. Add the anxiety, confusion, and potential peril of an emergency and the number and seriousness of complaints increase. Complaint recognition and management are critical components of the successful ED director. When handled properly, a dissatisfied and angry person can achieve satisfaction. Alternatively, the improper management of a complaint can lead to a disgruntled person who seeks retribution. Leaders that recognize the relationship between quality and consumer satisfaction seek opportunities to improve by taking steps to reduce the root cause of dissatisfaction. The presentation will consider three issues: a) Who complains, why they do and methods of prevention; b) Successful program (process and tools) for complaint and compliment management; and c) Several classic ED complaints with underlying issues and methods of resolution.

11:00 am - 1:00 pm

Engineering Flow: Theory and Practice - Kirk B. Jensen, MD, MBA, FACEP

Your ability to operate an efficient emergency department is paramount to your success and tenure. This becomes one of our greatest management challenges. The speaker will describe methodologies to identify barriers and bottlenecks that compromise efficient patient flow. A discussion of queuing theory, crowding, and essential metrics will help you develop strategies to improve workflow, build effective relationships with ancillary providers, and incorporate structural redesign into the already complicated picture. The manner in which informed participatory decisions can improve operational efficiency and throughput also will be discussed.

Module 5

10:00 am - 10:45 am

Preventing Errors in the ED - Kirk B. Jensen, MD, MBA, FACEP

Mistakes happen! The Institute of Medicine report has focused significant attention on the ubiquitous nature of medical errors and the associated morbidity and mortality. This course will specifically focus on types, theories and causes of errors in emergency medicine as well as situations, practices and systems that are most likely to lead to mistakes. In addition, this course will look at system-based (process) solutions to errors.

10:45 am - 11:45 am Finances/Business Plan - Ali S. Raja, MD, MBA, MPH
11:45 am - 1:00 pm

Evidence-Based Staffing SchedulingJody Crane, MD, MBA

One of the most important aspects of being a director is creating the right mix of physicians and mid-level providers to ensure efficient care, satisfied patients, and proper revenue. Proper scheduling and awareness of practitioner wellness is essential for practitioner satisfaction. The presenter will review several methods for making an ED schedule that maximizes staff satisfaction yet effectively provides necessary ED coverage. When is another attending physician needed? When is a mid-level provider the best option? The most recent staffing trends will be discussed in light of the current increases in patient volume and acuity that many emergency departments are experiencing. Despite little scientific data, the current experiences of the most efficiently run emergency departments will be discussed.

Module 6

10:00 am - 10:45 am

Rescuing Victims: A Primer on Human Trafficking - Jaime H. Hope, MD

Human Trafficking, modern-day slavery, is ubiquitous and largely unrecognized. You have unknowingly taken care of patients who have been coerced into becoming sex or labor slaves. We also take care of patients who are routinely subjected to domestic violence. Few of us have been prepared to recognize, let alone address the problem. The good news, information, programs, and resources now exist to make a difference. The presenter will briefly describe the issue and potential responses.

10:45 am - 11:30 am

Risk Management: Documentation Disasters - Michael B. Weinstock, MD

11:30 am - 12:15 pm

Contracts with Clinicians - Rebecca B. Parker, MD, FACEP

The success or failure of the contract between a physician and the group/hospital is based on effectively recognizing, discussing, and negotiating the difficult issues in advance. It is critical to clarify the important issues, expectations, and responsibilities when relationships are good, but what happens when they are not and termination is inevitable? What are the expected responsibilities, duties, and compensation? What is breach, is there a “no-cause” termination clause, what procedures exist for resolving disputes, and what are the restrictions?

12:15 pm - 1:00 pm

Contracts with Hospitals - Rebecca B. Parker, MD, FACEP

When contracting with hospitals to provide emergency physician services, it is necessary to have a thorough, well-thought out and detailed contract. Attention to key elements of the cost incurred in providing emergency care, the duties and responsibilities of the parties, term and restrictions are critical to ensuring that both sides enter the agreement with an understanding of the performance expectations. The presenter will review the most common contract problems and methods to avoid them.

Module 7

10:00 am - 11:00 am

Containing Costs While Providing Prudent Care - Jay A. Kaplan, MD, FACEP

The effective ED leader must understand cost appropriate care and efficient utilization of critical resources. Financial realities place pressure on all participants in the healthcare environment and frequently necessitate a critical review of utilization. Too many CTs, admitting patients eventually denied by third-party payors, unnecessary laboratory tests, staff cutbacks, etc., are all areas of frequent ED review. Critical review, peer comparisons (locally and nationally), and effective communication all play a role in defining appropriate utilization. The presenter will describe methods of encouraging practitioner (utilization) behavior change, when appropriate.

11:00 am - 12:00 pm

Driving Hospital Quality Measures - Jay A. Kaplan, MD, FACEP

The Emergency Department can be a major driver of hospital quality. Typically 40% of hospital admissions come through the ED and, as such, opportunities to "jump-start" quality care for a broad array of inpatients exist. Leaders of EDs should seize the opportunity not only to provide exemplary care of their own patients but also to take a broader role in being a champion for hospital quality. This presentation will focus on the opportunities that emergency department leaders have to impact the quality of care not only provided in their departments but throughout the hospital.

12:00 pm - 12:30 pm

Litigation Stress Management - Gillian Schmitz, MD, FACEP

Many of you and members of your team will be sued during your careers. Litigation is a major cause of stress and burnout in emergency medicine. Physicians who have been sued often practice defensive medicine, order unnecessary tests and consultations, and are more likely to make errors, all creating additional malpractice risk during this stressful period. As medical directors, you may have additional risk and accountability related to your departmental policies, procedures, and supervisory responsibilities. The presenter will describe the impact a malpractice claim has on an individual physician and emergency department.

12:30 pm - 1:00 pm

Emergency Physician / Hospitalist Collaboration - Michael D. Corvini, MD

Module 8

10:00 am - 11:00 am

Customer Satisfaction and Service Quality - Thom A. Mayer, MD, FACEP

Do you know who your customers are and what they really want? Hospital leadership is placing increasing emphasis on patient satisfaction survey scores. Emergency department leaders are being held accountable to be able to interpret scores and develop and implement an action plan to improve scores on an ongoing basis. This presentation will offer a discussion on developing a work team, motivating and training staff, survey development, monitoring, and implementing responsive programs to address issues in a timely and effective manner as they arise.

11:00 am - 12:00 pm

Billing and Coding - Michael A. Granovsky, MD, FACEP

Most emergency departments generate money the old fashioned way – they earn it by caring for patients. The key is to convince the payers that the providers are due reimbursement for the clinical services provided. Several basic principles of documentation, E/M coding, CPT definitions, RVUs, billing, charge structure, write-offs, bad-debt, accountability, compliance, etc., will be discussed. Several time tested methods of improving reimbursement will be discussed, as will be methods to monitor your ED’s performance in this critical area. Additionally, the presenter will identify and suggest how to prevent billing, coding, and supervision issues subject to fraud and abuse.

12:00 pm - 1:00 pm

Reimbursement Pearls - Michael A. Granovsky, MD, FACEP

The bottom line is the bottom line. Without appropriate financial resources, your ED and group will fail. ED groups and hospitals are dependent on patient care revenues to support the mission of the department. Medicare cuts, managed care practices, and heavily discounted fee schedules may threaten the financial viability of ED practice. The presenter will provide an overview of today’s trends in ED reimbursement issues, including APCs, discounted arrangements, denials, etc.

Module 9

10:00 am - 11:00 am

Negotiating for Successful Outcomes - Robert W. Strauss, Jr., MD, FACEP

It has been said, “You don’t get what you deserve; you get what you negotiate.” The presenter will describe and demonstrate critical negotiating principles and techniques that you can use in your professional and personal life to get you what you want and deserve. Critical concepts of time, deadline, starting position, and concessions will be described with real examples. Participants will recognize how effective negotiators use power techniques such as competition, expertise, and higher authority.

11:00 am - 12:00 pm

Risk Management – Define and Assess Risk: Part I - Daniel J. Sullivan, MD, JD, FACEP

Time, expectations, communication, errors, etc. all conspire against us to create dissatisfaction and poor outcomes. We and our colleagues all experience situations leading to less than optimal care. Preventative techniques will substantially reduce risk and improve the perceptions of care and caring by those receiving it. There are many known high-risk situations that when identified can be controlled and the impact limited. Among them are operational situations, such as change of shift (sign-out) and return visits, clinical presentations, such as chest pain and pediatric fever, behavioral issues, such as AMAs and communication. The speaker will review the major causes of malpractice and methods that you and others in your practice may use to avoid them.

12:00 pm - 1:00 pm

Risk Management – Define and Assess Risk: Part II  - Daniel J. Sullivan, MD, JD, FACEP

Time, expectations, communication, errors, etc. all conspire against us to create dissatisfaction and poor outcomes. We and our colleagues all experience situations leading to less than optimal care. Preventative techniques will substantially reduce risk and improve the perceptions of care and caring by those receiving it. There are many known high-risk situations that when identified can be controlled and the impact limited. Among them are operational situations, such as change of shift (sign-out) and return visits, clinical presentations, such as chest pain and pediatric fever, behavioral issues, such as AMAs and communication. The speaker will review the major causes of malpractice and methods that you and others in your practice may use to avoid them.

Module 10

10:00 am - 10:45 am

Rewarding Champions, Corralling Stragglers - Thom A. Mayer, MD, FACEP

One of our greatest challenges as ED leaders is to continuously improve performance. It requires the development and communication of objective standards, the measurement of performance against those standards, and working with our colleagues to change and improve. Upon leaving residencies, our only mirror of performance is the peer-review process. So, like it or not, medical directors must measure performance. The presenter will describe the peer review/performance improvement process, provide examples of reviews, describe approaches to physicians requiring improvement, and describe reporting methodologies.

10:45 am - 11:30 am

Use Emotional Intelligence to Influence Others - Theresa M. Tavernero, RN, CEN, MBA

11:30 am - 12:15 pm

Diversity and Inclusion Overview - Stanley C. Thompson, MD, FACEP

12:15 pm - 1:00 pm

Diversity and Inclusion Panel - Stanley C. Thompson, MD, FACEP