April 2018 Qtrly HD Newsletter final

Upmc HelpDesk Newsletter Providing ‘World Class’ Service One Interaction At A Time April Qtrly 2018 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 ContentsWelcome Scott Mcdougall our new Help Desk Agent Page 3Best Disease Fighter is Already in your Pantry Page 3Congratulation Harry Stock for 25 years at UPMC Page 4Congrats for 10 years Terrence Bennett at UPMC Page 4Welcome New HD Agents and Good Luck prior agents Page 4Good Luck Bryan Laughner Page 4Trader Jacks Best Flea Market Page 4Reconstructing our Deconstruction by Kyle Lewis Page 5Jeff Ross reporting on “What's Happening with Steelers 2018” Page 6National Aviary Spring Events Page 7UPMC and other Medical Advancements Page 8The Frick House Van Gogh, Monet, & Degas Fine Art Page 9Phipps Spring Flower Show Page 10Empathy Statements That Help Improve Customer Agent Rapport Page 10Happy Birthday to you! Page 11 2

The Spotlight for this month is on Scott Mcdougall. So Scott, what can you tell us about yourself? Hi everyone. My name is Scott, and I'm a new agent at the help desk. My wife and I live in Bellevue with our two beautiful cats. We bought our first house last year, so I don't have nearly as many hobbies as I used to, since all my hobbies are now \"working on the house\". I enjoy video games, hiking, electronics, and hanging out with my friends. My current obsession is home automation and building my own sensors to monitor different things in my home. My wife and I are originally from Erie. We moved to Pitts- burgh three years ago. So far we love it here! I'm really ex- cited to be part of the help desk team and to get to know everyone. . Best Disease Fighter is Already in your Pantry Give boring nuts (the best disease fighter in your pantry) a healthy boost with Sweetish Nuts from nutritionist Brooke Alpert, which are sugar-free but still manage a natural sweetness from the spices. Preheat the oven to 325 de- grees Fahrenheit. Mix 1 1/2 teaspoons ground cinnamon, 1 teaspoon ground ginger, 1 1/2 teaspoons vanilla extract, and 1 1/2 teaspoons extra-virgin olive in a large bowl. Add 4 ounces shelled raw walnut halves, 4 ounces shelled rawpecan halves, and 4 ounces raw cashews. Massage in the spices well, then place on bakingsheet and bake for 10-12 minutes. Store in an airtight container once cooled. By Kaitlyn Chamberlin 3

Congratulations Harry! 25 years at UPMC Harry Stock has been with UPMC for 25 years. Harry worked at Mercy Hospital and moved over to the corporate Help Desk when the Help Desks merged. Harry is an awesome agent who works the overnight shift. If you see Harry don’t forget to congratulate him. Congrats Harry! You’re the best. Let’s give Terrence a round of applause for 10 years at UPMC! Terrence Bennett has been with UPMC for 10 years. Terrence started at the help desk working the evening shift. Terrence is an wonderful agent . Congratulations Terrence! Welcome New Agents to the Help Desk! Welcome Scott Mcdougall, Olivera Todoroskva, Sara Pope, and Bill Durkin. We’re glad you’re here! Good Luck past agents - Bryan Laughner, Brian Stephan, Matthew Galper, Kyle Martinez, and Chris Edwards. We wish you great success on your new adven- tures! Let’s give a shout out to Alisha Hetrick - Best of Luck Alisha on your new job!Trader Jack’s Flea Market located on 999 Steen Road Bridgeville, PA www.traderjacksfleamarket.netShop everything from candles to gold and diamond jewelry at Trader Jack’s Flea Market,. For more than20 years, Trader Jack’s has been western PA largest flea market, drawing aunique variety of vendors to its huge indoor/outdoor facility. Open year roundfrom 6am to 3p, every Saturday and Sunday. Plenty of free parking and Hun-dreds of vendors displays to browse. Hope to see you there! 4

My story, My life, My wordsSubmitted by Kyle Lewis Reconstructing Our Deconstruction Nietzsche once said, \"Out of chaos comes order.\" This statement can be applied in a myriad of ways. Where it’s most impactful is within our personal lives; how chaos should lead to rebuilding, not simply changing, therefore creating order. Renovations, or changes, only wrap a bandage around structurally damaged ob- jects that should be reconstructed from their foundation. The malady isn't fixed; it's hidden. Instead of going to the root, fearing the outcome, we attempt topacify the situation, superficially.When we look at the root of our problems, we place blame and harbor ill will upon those we hold responsible for causingus stress and anguish. What we don't recognize, due to an emotionally myopic view, these people are the subcontractorsfor a needed deconstruction.These subcontractors test our integrity and cause us to consider who and what need purged. The subcontractor is placedbefore us with a specific task of applying specific lessons over a specific period of time. Their job is to bring usdown. Their goal is to agitate. Their mission is to strip us of our values. Their intention is question our every move. Theyare the antagonists in the plot of our evolving lives.The dissection of our weaknesses and peccadilloes brings them into our purview. We begin to poke and prod at ourselvesas the subcontractors fade to black. The work they started is on autopilot. Our deconstruction nears completion as weinternalize our flaws. The chaos that was once only external has exclusively become internal.Most of us aren't prepared to handle or see the inevitable changes needed to properly rectify core issues, on the fly. Bitby bit, we're torn down like an old building. We become smaller and smaller with positive thoughts fading into the dis-tance like bricks tossed from atop a construction site. Our deconstruction is silently ravaging our conscience, the inaudi-ble death of an irretrievable soul.Deconstruction is complete.To silence the noise and eliminate the chaos, we pound the gavel during the trial of our chaos. Pain and anguish are re-placed with love and happiness. Our values are renewed. We learn what outside influences negatively affect our innerthoughts. We remove ourselves from hostile situations for the betterment of all involved. The subcontractors areusurped by full-timers.Full-timers will never make us feel guilty when we make a mistake. They will never shame us for being hurt. They willnever turn their back on us. Their job is to lift us up when we're down. Their goal is to inspire. Their mission is to help usreach our potential. Their intention is to assist us in becoming the person we want to be.Reconstruction is complete. 5

It’s Steeler football time again. Let’s hear from our own sports Guru Jeff Ross. So Jeff, what’s hap-pening this year with the Steelers.Will Le’Veon Bell be a Steeler beyond 2017?Dave Bryan of Steelers Depot (www.steelersdepot.com) believes Le’VeonBell will ultimately sign a long term deal with the black & gold.http://www.steelersdepot.com/2018/03/bryan-when-dust-settles-in-mid-july-i-expect-bell-to-sign-steelers-deal/Curious how much cap space the Steelers have this offseason as they prepare to build their 2018 ros-ter?Check out every NFL teams cap situation at www.overthecap.com. Keep in mind this site tracks OF-FICIAL transactions, so moved the team and local media report are going to happen may not be re-flected in the site’s number until the moves are official.Who are the Steelers targeting for this April’s NFL Draft? Here is a mock ‘Big Board’ of draft pro-spects and their ranking by Behind The Steel Curtain’s (www.behindthesteelcurtain) writer DropThe-Hammer.https://www.behindthesteelcurtain.com/2018-nfl-mock-drafts-profiles-video-clips-highlights-steelers-analysis-breakdowns-news/2018/3/14/17112698/2018-pittsburgh-steelers-big-board-by-ranking-ncaa-combine-nfl-draft-inside-linebacker-safety 6

https://www.aviary.org/hours-and-admissions httsp://www.aviary.org/calendar 7

2018 Medical Advancements Preventing exhaustion in immune cells boosts immunotherapy in mice by Drug Target ReviewResearch shows that preventing or reversing T-cell exhaustion with targeted therapies could enhance the effects ofimmunotherapy. Cancer immunotherapies that improves the ability of T-cells—highly specialized immune soldiersto attack cancer have made major strides in the clinic. However, they work only for 10 to 30 per cent of cancerpatients. One reason for this is a phenomenon called T-cell exhaustion, where the T-cells that are most specialized tokill cancer are continually stimulated, becoming drained of their energy due to the harsh conditions inside the tumor.New research from the University of Pittsburgh School of Medicine and the UPMC Hillman Cancer Center showsthat preventing or reversing this metabolic exhaustion with targeted therapies could enhance the effects of theImmunotherapy, potentially allowing them to help more patients. To read the rest of the article - https://www.drugtargetreview.com/news/30224/preventing-exhaustion-immune-cells-boosts-immunotherapy-mice/ In a historic move, the FDA has approved gene therapy for inherited retinal diseases. The approval signals a New era for gene therapy, which suffered setbacks for years but is now pressing forward. Patients that have A defective gencalledRep65 - — which is responsible for producing a protein that makes light receptors in the eye — suffer from leber congenital amaurosis and retinitis pigmentosa, yet now have hope. The treatment made by Spark Therapeutics is called Luxturna. It is injected into the eye and uses a benign virus to deliver healthy copies of the gene to the retina. While not a cure, it can improve eyesight substantially, according to researchers. But it comes with a whopping price tag: $850,000 per onetime treatment. Information - https://luxturna.com/ Brand new beta cells possible treatment for Diabetes.Type 1 diabetes develops when a person's immune system wipes out insulin-producing beta cells in the pancreas. But it turns out that another type of immature beta cell has been hiding in our pancreases all along, and scientiststhink it might be possible to use these 'virgin beta cells' to restore the functionality of the pancreas. 8

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For information - https://www.phipps.conservatory.org/visit-and-explore/visit/hours-and-admission/ Phipps Spring Flower Show March 10 - April 8 10

Empathy Statements that Help Improve Customer Service Rapport By Callcentre Helper.com What is empathy?Empathy is different from sympathy. Empathy is the ability to “walk a mile in someone else’s shoes” - while sympa-thy is feeling the same feelings as the customer and agreeing with them. A person feels sympathy - but shares empa-thy.” Empathy statements are short phrases that help you establish a connection with the person you are talking to. 11

Empathy Statements Continued. Happy Birthday Calling all Authors: January - March 2018 Did you ever turn a negative experience into a positiveJoyce N. 1-2 Gerame M. 2-8 experience? How did you do it? What was your crazi-Shane B. 1-9 est call... Ever? What is your favorite recipe? Do youKyle L. 1-13 Adam C. 2-23 have a questions you would like to have answered or aMark T. 1-18 Customer Service Tip? We would like to hear fromPhil W. 2-1 James D. 3-11 you! You can send your submissions for the news-Linette A. 2-6 letter to: [email protected] or you can con- Dean G. 3-15 tribute anony- mously by drop- Joe W. 3-16 ping your ideas in the suggestion Darryl M. 3-17 box located in the kitchen. 12

UPMC Help Desk NewsletterLead Publisher/Editor: Linda EchementAssistant Publisher/Editors: Sherry Stephan,Anthony WashingtonContributors for November 2017 Newsletter:Scott McdougallJeff RossKyle LewisHarry StockTerrence BennettContact Us at: [email protected] 13