T205 - The Empowered MSP: Equipping Yourself and Your Team with the Confidence and Skills to Deal with Challenging Clinicians

Tuesday, September 12, 2023

9:15 AM – 10:15 AM ET

Location: Regency S-V

CE: 1 NAMSS CE Credits

Tomorrow's MSP® Skillsets: Relationship Building, Communication, Medical Staff Professionalism, Professional Presence, Flexibility/Adaptability

Amanda Olaogun (she/her/hers)

Director of Communications
PBI Education
Jacksonville, Florida

PDF Handouts
Alison M. Webster, MBA, CPCS, CPMSM, CPHQ (she/her/hers)

Director, CVO & Medical Staff Affairs
University of New Mexico Health
ALBUQUERQUE, New Mexico

Session Description: MSPs are often on the front lines when challenging situations develop with clinicians. Tomorrow’s MSP® is both empowered and equipped to communicate effectively and professionally in these difficult circumstances while preserving and building productive relationships with their clinical staff. This session aims to develop that confident professional presence. Participants will develop insight into factors that contribute to challenging situations. Because each clinician and situation is unique, these insights will help guide participants in choosing the most effective practical approaches and tools for each situation. Through group discussion of case scenarios, participants will learn when and how to apply specific tools and decision-making skills in situations of varying difficulty and complexity.

Learning Objectives:

Upon completion, participant will be able to describe and list the various factors that may contribute to challenging interactions with a clinician.
Upon completion, participant will be able to implement practical approaches and tools in their interactions with difficult clinicians.
Upon completion, participant will be able to determine if an effective approach can be taken to improve interaction with the clinician or if the challenging situation warrants escalation.