In this episode of the “Leveraging the Laboratory” podcast, Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Todd Juen, outpatient lab supervisor at Mayo Clinic. Together, they explore how to deliver exceptional experiences to patient populations with unique needs, including:
In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Wendy Daigle and Ellen Dijkman Dulkes. Together, they dive into the power of communication in laboratory outreach, sharing practical advice and memorable stories about:
In this episode of the “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Travis Engelhaupt, digital experience director, and Naomi Lovell, project manager. Together, they discuss website trends and best practices, including:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Karen Kloke, director of scientific and technical publications at Mayo Clinic Laboratories. Together, they explore the evolution of laboratory test catalogs and share practical tips for maximizing their value. Topics discussed include:
You can learn more in “Transforming the Laboratory Test Catalog Into a Strategic Asset,” by outreach solutions strategist Ellen Dijkman Dulkes.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss common reasons that outreach programs fail to launch and strategies for building momentum to implement a program. Specific topics include:
Listen to the first episode in this series, “Overcoming Common Barriers to Outreach Success.”
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss common challenges outreach programs face that can lead to a program’s failure and how to overcome those barriers. Specific topics include:
View the 11 tactics that lead to the highest level of laboratory outreach success mentioned in this episode.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton to discuss building an outreach team. Specific topics include:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They build on their previous discussion about customer service by focusing on service recovery.
They discuss strategies for responding to mishaps in the laboratory in a way that supports your broader customer service goals. Specific topics include:
Additional resources mentioned during the podcast include Mayo Clinic Laboratories’ outreach articles on customer service and a free, on-demand customer service training module.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss strategies for delivering excellent customer service. Specific topics include:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by colleagues Ellen Dijkman Dulkes and Brianne Newton. They discuss and share tips related to gathering customer input, including:
Visit mayocliniclabs.com to find the survey instruction guide and article about surveying discussed in this episode.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Vipul Trivedi, M.D., chair of Pathology at Mayo Clinic Health System and chair of the Division of Community Laboratory Medicine and Pathology at Mayo Clinic.
Dr. Trivedi helps oversee 38 hospital and clinic laboratories in various Midwest communities. He shared his advice for other leaders and insights on the role of pathology in community medicine, including:
The U.S. Food and Drug Administration (FDA) regulation of laboratory-developed tests (LDT) and implementation of the Protecting Access to Medicare Act (PAMA) are both topics of high interest in the laboratory industry.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Shannon Bennett, director of Quality and Regulatory Affairs for the Department of Laboratory Medicine and Pathology at Mayo Clinic, about these two topics, giving listeners:
Every laboratory strives to deliver excellent service and high-quality results. Still, unexpected challenges can arise on the journey from ordering to billing that can impact patient experience, efficiency, and turnaround times.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton for the second part of their discussion on minimizing visible impact to the customer when there are bumps in the road.
Their discussion includes practical, actionable tips to:
Listen to part one of their discussion, “How to Minimize Operational Disruptions in an Outreach Program,” for more on the internal response to inclement weather, technology outages, staffing shortages, and more.
Outreach operational plans are designed to provide excellent customer service, support staff efficiency, and maintain high quality. As with any business, laboratories may face unexpected circumstances that temporarily impact operations.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about how to establish processes that allow outreach programs to efficiently recover from road bumps and minimize visible impact to the customer.
Their discussion topics include:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Camille Jewell, outpatient laboratory service technician at Mayo Clinic. They discuss how laboratory outreach programs can incorporate outcall or home phlebotomy to help prevent hospital readmissions, support patients with mobility challenges, and provide patient-centered care to the community.
Specific topics of discussion include:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, is joined by Mark Kjer, supervisor of technologist support at Mayo Clinic Laboratories. They discuss the different perspectives of the outreach program from the laboratory’s operational and technical levels.
Their discussion topics include:
Learn more best practices at the Leveraging the Laboratory conference on Sept. 17 and 18, 2024, in Rochester, Minnesota. Register online.
At 16 years old, Isak Schmidley is the youngest person to have passed the American Society for Clinical Pathology’s (ASCP) Medical Laboratory Scientist certification exam. In addition to attending high school, Isak is enrolled in college graduate classes and works as a medical laboratory scientist at a hospital in Louisiana.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, Isak joins the Mayo Clinic Laboratories outreach team — Jane Hermansen, Ellen Dijkman Dulkes, and Brianne Newton — to talk about his unique experience in joining the lab profession at a young age.
Their discussion topics include:
Learn more about connecting with the next generation of lab professionals at the Leveraging the Laboratory conference on Sept. 17 and 18, 2024, in Rochester, Minnesota. Register online.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton. They discuss how to proactively manage the variety of patient requests and interactions that occur in an outreach laboratory beyond the phlebotomy environment.
Their discussion topics include:
Learn more about positioning your organization for success at the Leveraging the Laboratory conference on Sept. 17 and 18, 2024, in Rochester, Minnesota. Register online.
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton. Their discussion focuses on advocating for the laboratory, lab careers, and the value of lab testing.
Their discussion topics include:
In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with Dan Nelson, a Mayo Clinic contract employee and laboratory connectivity expert. They discuss the unique needs and challenges that outreach labs face with information technology (IT) systems.
Specific topics of discussion include: