June 2017 Final HD Newsletter

UPMc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time June 2017 Edition 1

UPMC Help Desk NewsletterThis newsletter is about you, me, and all of us. It’s about the work we do everyday, the people we work with and the things that matter to us. It provides a forumfor highlighting our achievements and milestones as we continue to provide worldclass service ‘one interaction at a time.’Table of ContentsHelp Desk Spotlight . Page 3Humorous Cartoon . Page 3Delicious new recipe Page 3Quality Corner Get a Perfect Score! Page 4How to handle Customer Complaints Page 5Burgh crossword puzzle Page 5Lose It! Page 6Pens Win the Stanley Cup Page 6Help Desk Breakfast and PJ’s photos Page 7Best Hiking Trails Page 8Snapple Fun Facts Page 9Happy Birthday to you! Page 10 2

The Spotlight for this month is on Mark Thomas. So Mark , what can you tell us about yourself?Hello Everyone I am 33 years old. I am originally from Neville Island butcurrently live in the Overbrook section of Pittsburgh. My favorite thing todo is going to Steelers games. I have gone to over 60 games in the last 8years, both home and away.I like to travel as much as I can, whether it be a weekend getaway or aweeklong vacation.During the off season, I spend as much time at the gun range as possible. I have a 3.5-year-old lab/pit mix named Duke that I rescued 2 years ago from Animal Friends. He’s by far the best dog I have ever met. I am currently looking at getting him a playmate since I work so much between 2 jobs. Other than that, I like to relax in my free time and just be me. Goat Cheese with Tomato Recipe Submitted by: Elizabeth Grossman 1 package of halloumi goat cheese 1 container of oven roasted tomatoes. 1 French Baggett Olive oil Directions: Cube the halloumi goat cheese into smaller cubes. Pour olive oil in a pan to coat the bottom. Add the halloumi cheese. Once the cheese starts to look a little golden brown, add the container of roasted tomatoes. Cook until hot. Place in a serving container and then cut the French Baggett into one inch pieces. Dip the bread in the olive oil, cheese and Tomato and enjoy! 3

Quality Corner Strive for Five!Now that time has passed and everyone has had a chance to get acclimated to the new evaluation form, here are afew helpful tips and reminders. This will clarify some of the categories that might have caused confusion.At the greeting and closing, inflection is important. What is inflection? The definition of inflection is alteration in pitchor tone of the voice, the way that the sound of your voice goes up and down when you speak, tone or quality of voice. Inflection Synonyms: modulation, emphasis of words, accentuation, sound variation, speech pattern. Inflection Antonyms: monotone, robotic, humdrum, flatness, intonation, drone, boredom, dullness. At the greeting, fumbling, long silence, hold time (caused by the help desk), or interacting with other agents while picking up the line, is taken into consideration as well. Remember to include the location in every escalated ticket, regardless of the issue. It is a requirement on the form. Please include: Building/floor and room/cube number. Always ask for permission to attach to user’s computer or placing the caller on hold. Use the proper hold eti- quette by thanking them for holding, or apologizing for the delay, checking back periodically to let them know you are still there and working on their issue. Keep the caller alerted. Inform the caller as to why they are going into silence on the line. A simple sentence to let them know what you are about to do would suffice. Be sure to make a notation in the description that there is a screen shot attached or that there is patient infor- mation in the PHI field etc. Summarize the issue for all escalated tickets to ensure that the information is accurate. Just a brief sentence or two is all that’s necessary. Do these simple tips and you are all on your way! Score Card and Enhanced Supplemental Link 4

How to handle Customer Complaints Author: Scott Nichols Society for Human Resources ManagementQ: Complaints are relatively common in our business, and many times customershave a legitimate gripe. What’s the best way to handle customer complaints?A: Listen, listen, and listen some more. That’s the best way to handle complaints. Mostof the time customers with a complaint simply want to voice their issue and know thatit will be resolved. When listening is not enough, however, it’s time to practice yourstraight A’s. The straight A’s are: Acknowledge, Apologize, Affirm, Answer, and Act. Acknowledge the customer’s complaint by repeating back what you heard and by asking confirming questions. Both techniques are important in reassuring the customer that you are listening and actively engaged in helping resolve the problem. Apologize for the situation that has led to the customer’s call. A specific rather than a vague apology will increase the customer’s confidence in your ability to resolve the problem. For example, “I’m very sorry that you received the red pens rather than the orange.” Affirm the customer’s concern and empathize with his or her feelings by using words like “feel,” “felt,” and “found.” For example: “I understand how you feel.” “In working with others, I’ve found a good solution to be....” Answer the customer’s questions and concerns. Address each issue as completely as possible, using straightfor- ward, non-technical language. Act on the information provided by the customer. Whenever possible, offer the customer a choice of options for solving a problem, then take action and do what you’ve committed to. Burgh Word Search Submitted by Jon Mattern 5

Lose It – Weight Loss Program and Calorie Counter appLose It, at first glance, feels like another weight tracker, but as you dig into the app, you'll find dozens of new features andoptions that empower you to take control of your diet. From its setup, which seamlessly walks you through setting goals andcalorie limits, to the barcode scanners and exercise tracker, Lose It! is a fantastic app to help you stay on target with your life-style changes.When you start Lose It! for the first time you'll be tasked with entering your personal data -- weight, height, and number ofweeks you want to spend losing weight. By setting a weekly goal between 1/4 and two pounds you can see exactly how longthe app projects it will take to lose that weight. You are then given a calorie limit and the app will count down every time youadd food to it, showing exactly how many calories you have left to stay within your limit for the day. Tools like a barcodescanner and database of foods make this even easier so you can avoid looking up calories or getting lazy and forgetting.Lose It! offers a combination of almost every tool you could need to manage and track your weight loss efforts daily. Fromweight tracking to food and exercise logging, goal reminders and more, Lose It! is a must have for anyone currently strugglingto keep track of their efforts.Way to go Pens! The Pittsburgh Penguins became the first team in near- ly two decades to win a second consecutive Stanley Cup championship when they defeated the Nashville Predators, 2-0, on Sunday in Game 6 of a seesaw series that pitted a high-scoring heavyweight against an up- start challenger. Penguins wing Patric Hornqvist, who played for the Predators for six seasons, scored the winner when he shot the puck off Nashville’s goaltender, Pekka Rinne, with 1 minute 35 seconds remaining in the third peri- od. Carl Hagelin added an empty-net goal with 14 sec- onds left. To read more visit the website at https:// www.nytimes.com/2017/06/11/sports/hockey/stanley 6

June 2nd Help Desk Breakfast and PJ Day Fun times and great food! 7

Take a Hike: 10 of the Best Trails in the Pittsburgh Area By KATE BENZ Pittsburgh MagazineWinter is over. Spring has begun to bloom. It’s time to put away the parka, grab the sunscreen and head outdoors to experience Pitts- burgh and the surrounding area in all its glory: city sidewalks, urban green spaces, repurposed land, the great wide open. It’s history inyour own backyard, an art-inspired walk outside of your office door, a tranquil oasis five minutes from Downtown or hours away from everyone.An hour during lunchtime. Day trips. Overnight excursions. Best of all, they’re free: a mile or 5 or 20 of sensory experiences that lure you aroundthe bend or deep into the woods.Each route connects you with a different area — some familiar, some new — that individually represents the synergy of tradition and innovationthat has propelled this section of western Pennsylvania into one of the most livable. Meticulously and thoughtfully maintained, many of thehiking trails have come into existence thanks to a corps of dedicated volunteers. Others symbolize collective efforts years in the making. Withinthe city itself, nonprofit organizations such as the Pittsburgh History & Landmarks Foundation and Friends of the Riverfront have proven thatwalkability is more than just a buzzword — it’s the gateway to getting you in step with the arts, the culture, the neighborhoods and the peoplewho collectively represent a slice of Pittsburgh life. Below is just a few of the new adventures awaiting you! Don’t forget to check out the web-site for all listings ( Click to view 10 Best Hiking Places ) BEST WATERFALLS Rise of the Falls located in Ohiopyle Considered to be two of the crown jewels of the 20,500-acre Ohiopyle State Park, Ohiopyle and Cucumber Falls can be accessed via a 3-mile loop that makes up the Rise of the Falls self-guided hike. Pop into the visitor’s center at the trailhead for a comprehensive guide that explains the geological tug of war between water and rock that is responsible for the creation of these shimmering beauties. One of the remarkable aspects of Cu- cumber Falls: You can walk underneath it via a large rock ledge. The trail itself follows an old rail bed that once delivered coal from the town of Stonerville to Western Maryland Railway cars. Today, that trail is lush with old- growth timber: hemlock, chestnut, oak and beech, and in springtime it yields an abundance of wildflowers.North Country National Scenic Trail located in Butler CountyDesignated as the longest national scenic trail in America, the North Country National Scenic Trail stretches morethan 4,600 miles from Adirondack Park in eastern New York to Lake Sakakawea in the northern center of NorthDakota. Lest your schedule not permit an extended excursion, enjoy a snack-sized outing that winds its way throughthe northern tip of Butler County. Skirting alongside Lake Arthur in Moraine State Park and through Jennings Envi-ronmental Nature Reserve, you’ll experience an excellent slice of American topography as you pass by lakes, beaverponds, farms and forests, as well as the surge of Slippery Rock Creek Gorge as it churns through McConnells MillState Park. Created thousands of years ago as glacial lakes began to drain, McConnells Mill today is considered bymany to be a natural national landmark. 8

Bees are born fully grown King of Hearts is the only king without a mustacheDolphins are unable to smell Eleven of the 50 U.S. states are named after an actual personalThe lollipop was named after a famous Racehorse in the early The hummingbird is the only bird that can fly back- 1900’s—Lolly Pop wards.Elvis was a natural blonde Penguins can jump 6 feetA housefly hums in the key of F. Mosquitoes have 47 teethTennessee was previously named Franklin after Benji Franklin Honeybees are the only insects that create a form of food for humansBe the first to guess the type of Animal used inthe Happy Birthday Wish and you win a prize!Please email [email protected] your guess. Good Luck! Calling all Authors: Did you ever turn a negative experience into a positive experi- ence? How did you do it? What was your craziest call... Ever? What is your favorite recipe? Do you have a questions you would like to have answered or a Customer Service Tip? We would like to hear from you! You can send your submissions for the newsletter to: [email protected] or you can contrib- ute anonymously by dropping your ideas in the suggestion box located in the kitchen. 9

UPMC Help Desk NewsletterLead Publisher/Editor: Linda EchementAssistant Publisher/Editors: Sherry Stephan,Anthony WashingtonContributors for March 2017 Newsletter: Mark Thomas Elizabeth Grossman Jon Mattern Kate VidmarContact Us at: [email protected] 10