Relationship Focused Metrics: A Different Measure of Success

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When a community member’s needs go beyond a one-time call or single referral, when you value a relationship over turnaround time and patient outcome over speed in answering the phone, how do you measure success? This session highlights the unique factors that contribute to measurements of successful information and referral interaction outside the normal parameters of a call center environment. Our team measures success by the persistence of positive interactions and timely follow ups with information and referral that is specialized for the needs of a person living with cystic fibrosis, their families and healthcare providers. 

Objectives:

  • Describe relationship focused metrics 
  • Utilize skills associated with exceptional customer service 
  • Define relationship driven case management 
  • Identify unique I&R needs for those with chronic illnesses

Sara Bryant

Case Manager

Cystic Fibrosis Foundation, Bethesda, Maryland


Sara is a case manager for the Compass team at the Cystic Fibrosis Foundation (CFF). She has her degree from Collin College and is a certified information and referral specialist through AIRS. She is a pharmacy technician by trade and has 10 years of experience in health care; including payer, pharma implementation, and call center operational development. Sara has a passion for data and is pursuing her CompTIA certification for database management for internal Compass Accredited Resource Assembly (C.A.R.A). She lives in Texas with her husband, two stepdaughters and their family dog.

Karen Carey

Senior Case Manager

Cystic Fibrosis Foundation, Bethesda, Maryland


Karen has worked for the Cystic Fibrosis Foundation for the past six years and is a Senior Case Manager with the organization’s Compass program. She is a champion of non-profit work and especially proud to have served communities impacted by chronic and critical illness in a variety of roles over 15+ years. Karen has a deep appreciation for the disparate journey’s families battling illness undertake and knows the impact the right referrals can make. She is an AIRS certified I&R specialist. She calls Colorado home, and loves mountain adventures with her family.

Cristen Clemm

Senior Specialist

Cystic Fibrosis Foundation, Bethesda, Maryland


Cristen is a senior specialist and has worked with the Cystic Fibrosis Foundation Compass team since February 2017. In this role, Cristen works on the implementation and evaluation of new initiatives, with a focus on social factors. She has been working in health programming for 10 years, after earning her Master’s in Social Work and serving as a Peace Corps Volunteer. Cristen has presented her team’s work on food insecurity at the National CF Conference (NACFC) and the CF Nutrition and Social Work Consortium. Cristen enjoys baking, board games, and daily walks with her husband, two daughters, and dog.

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CLICK HERE TO VIEW - Relationship Focused Metrics: A Different Measure of Success
05/12/2021 at 2:00 PM (EDT)   |  60 minutes
05/12/2021 at 2:00 PM (EDT)   |  60 minutes How do you measure success when an individual’s needs go beyond a one-time call or single referral, or when you value a relationship more than turnaround time, and patient outcomes more than call answering speed? This session highlights the unique factors that contribute to measurements of a successful I&R interaction outside the normal parameters of a call center environment. Our team measures success by the persistence of positive interactions, and timely follow-ups with an I&R service that is specialized for the needs of a person living with cystic fibrosis, their families and healthcare providers.
Post Session Quiz
10 Questions  |  3 attempts  |  8/10 points to pass
10 Questions  |  3 attempts  |  8/10 points to pass You will need to take this quiz to get a certificate to show not only attendance but basic engagement with the content. You can review the answers after the first try and see what you got right and what you got wrong and then fix the answers for a second try. The quizzes were written by the presenters. If you need help understanding how to interpret a quiz, there is a video on the the FAQ page on the main AIRS Learn site and also on the videos page of the conference site.
Certificate of Completion
1.00 Hour(s) of Professional Development credit  |  Certificate available
1.00 Hour(s) of Professional Development credit  |  Certificate available