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Convention 2015: UC Crossroads Challenges/Opportunities of a Hospital Owned UCC

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Challenges & Opportunities of a Hospital Owned & Operated UCC:  Growth in a Competitive Market

1 hour Audio and Power Point Presentation

Recorded April 28, 2015

Course Objectives:                    

At the conclusion of this session, participants should be able to:      

  • Define and categorize the continuum of urgent care services.
  • Identify and discuss the demands and expectations driving the growth of the urgent care market.
  • Differentiate and assess the challenges and opportunities specific to a hospital owned and operated urgent care center relative to others in the marketplace.
  • Describe and utilize marketing and outreach strategies to hospital and health system providers that have positively impacted trends in visit volume as well as utilization of hospital emergency room for low acuity complaints.
  • Evaluate potential areas of growth for urgent care services within the context of a system based population health management approach.

Faculty Bio:

Evan Berg, MD

Evan Berg, M.D. is the Associate Medical Director at the Newton-Wellesley Urgent Care Center ~ Waltham, an urgent care center owned and operated by Newton-Wellesley Hospital, an academically affiliated community hospital within the Partners HealthCare network in eastern Massachusetts. Dr. Berg is board certified in Emergency Medicine. He completed his undergraduate studies at Duke University, his Doctor of Medicine studies at The George Washington University School of Medicine and his emergency medicine residency training at Boston Medical Center, the primary affiliate for the Boston University School of Medicine. Dr. Berg has worked as an attending physician in the Department of Emergency Medicine at Jacobi Medical Center in the Bronx, Boston Medical Center where he was an Assistant Residency Director, and, most recently, the Newton-Wellesley Hospital where he was involved in throughput initiatives. He assumed the role of Associate Medical Director at the Newton-Wellesley Urgent Care Center in 2013. In this capacity he assists in oversight of clinical processes, staff clinical education around best practice guidelines of care, throughput initiatives, patient experience matters and ongoing outreach and marketing efforts to hospital and health system primary care and specialty providers as well as school and business entities with the aim of reducing ER utilization for lower acuity complaints. Dr. Berg's administrative interests include streamlining clinical operations, standardizing delivery of care around best practices or evidence-based guidelines and expanding hospital affiliated access points for high quality but lower cost urgent and emergent care services.

Phyllis Kennedy, MMHA(c)

Phyllis Kennedy, MMHA, Department Liaison, has a dual role as the Marketing Coordinator and the Referral Coordinator at the Newton-Wellesley Urgent Care Center ~ Waltham, an urgent care center owned and operated by Newton-Wellesley Hospital, a community hospital within the Partners HealthCare network in Eastern Massachusetts. Phyllis began her career at the Newton-Wellesley Urgent Care Center ~ Waltham in 2012 as the Referral Coordinator and joined the marketing efforts as the Department Liaison in March 2014. Phyllis oversees and maintains relationships with primary care and specialty physician practices as well as businesses, schools and universities in the region. Phyllis earned her Bachelor of Science Degree in Neuroscience from the University of Massachusetts and will complete her Master of Management in Health Care Administration this year from Cambridge College. She was previously employed as the Medical Staff Services Coordinator at Waltham Hospital and has worked in medical office management and billing consultant work for many small medical practices. Phyllis enjoys spending her free time with her husband Mike and their three children. 

Disclosures: The above faculty had no relevant financial relationships to disclose. 

Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase. 

Urgent Care Management Certificate (UCMC) Credit 
This course is designated for 1 credit of Marketing & Communications towards the Urgent Care Management Certificate.


Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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