Monthly Meeting

Getting the MAX from your Customer Service

Presentation by Luz Maria Castillo

Luz Maria Castillo will present on University Health System's MAX (Maximizing Ambulatory Xcellence) Program. This lunchtime meeting will discuss:

• Training
• Scripting/AIDET Model
• Scripting Materials
• Partnership with other departments/trainers

About the Presenter:

Luz Maria Castillo has over twenty years of training, project management and organizational development experience. She has worked for the Air Force, The City of San Antonio and currently for the University Health System (UHS). As a Training Specialist for the University Health System, she serves as the customer service liaison for six ambulatory clinics. She is involved in Health literacy projects, and conducts interviews with patients and staff to improve processes. Luz Maria has been recruited to present at the local Health Literacy Conference in October 2011. She recently presented a poster at the Institute for Healthcare Advancement Tenth Annual Health Literacy Conference in Irvine CA. The poster documents research she conducted at UHS’s ambulatory clinics regarding the correlation between the needs of patients and NRC Picker key drivers, which included the use of scenario-based training.

Members: Please log in and register on or before Monday, September 19 to receive the Early Bird Rate.