Volume 22 No. 24
June 12, 2015
customer service should be sincere, not "no problem"

Too many frontline employees are trained to greet every request with an exuberant "No problem!" -- but that kind of rote-learned cheerfulness can backfire, writes John Baldoni. It would be better to train staff to simply be courteous and to save the more engaged interactions for bigger stakes. "Not every transaction deserves special care. Companies should stop insisting on doing it for things as mundane as placing an order," Baldoni writes. TD magazine online    
5 rules for the modern workplace

Work is evolving, and many of the old rules no longer apply, writes Ross Perlin. The steady, 9-to-5 job is a thing of the past, with people increasingly telecommuting, staying on call around the clock and flitting from project to project. That's providing plenty of new challenges for workers and employers alike, especially when it comes to managing issues such as employee motivation and work-life balance, Perlin writes. Fast Company online (5/18)  
how health care hotlines can boost population health
Nurse-staffed call centers can reduce patient demand for emergency department care, diagnostics and other costly interventions, studies have shown. Making nurses available for between-visit consultations can boost the likelihood that patients will adhere to treatment regimens and get follow-up care as appropriate, writes Daniella Koren.  MediaPost Communications (5/22)
caring for relatives could stall women's careers
The aging of the U.S. population could be especially significant for women, who are more likely to cut their work hours or leave their jobs to care for relatives. The Family and Medical Leave Act could help to address this problem, but its protections don't extend to the smallest businesses, Gillian White writes. The Atlantic online (5/21) 
cms to develop system to protect against medicare fraud

The CMS is planning to develop a new fraud-fighting system that helps the agency and contractors view comprehensive provider profiles to see claims flagged for review, provider education activity and contractor activity. The Provider Compliance Reporting system will be available through the ProviderMedicare.gov website, which has not yet launched. The CMS is accepting proposals for the two-year contract until June 18.  Modern Healthcare (tiered subscription model) (5/26) 





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THOUGHT PROVOKING QUOTES
"To see what is right and not do it is a lack of courage."   - Confucius

"You cannot be wimpy out there on the dream-seeking trail.  Dare to break through barriers, to find your own path."   - Les Brown

"It's the job that's never started that takes the longest to finish." - J.R.R. Tolkien

"The great essentials for happiness in this life are something to do, something to love and something to hope for."  - Joseph Addison

"Three things in human life are important: the first is to be kind; the second is to be kind; and the third is to be kind."  - Henry James

"Envisioning the end is enough to put the means in motion."  - Dorthea Brande

"A man only learns in two ways, one by reading, and the other by association with smarter people." - Will Rogers

"He who stops being better stops being good." - Oliver Cromwell

"If I treated my one and only wife as well as I treated my one and only kidney both would be healthier for it.  We need to remember everyone has one heart." - Tom Boyd

"Let us realize that the privilege to work is a gift; that the power to work is a blessing; that the love of work is success." - David O. McKay 

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