Teresa M. Treiger, RN-BC, MA, CCM, CHCQM, FABQAURP is a past president of CMSA and current director on the National Transitions of Care Coalition. She is Principal of Ascent Care Management, LLC, Quincy, MA, specializing in private client case management, education, program design, and writing. Her health care career has spanned across the continuum. She designed and implemented case management, transition of care, frequent emergency department utilization, and uncompensated care programs while at McKesson. Her clinical experience includes acute and rehabilitation care.
Address correspondence to Teresa M. Treiger, RN-BC, MA, CCM, CHCQM, FABQAURP, Ascent Care Management, Quincy, MA 02343 (teri.treiger@comcast.net).
The intent of this column is meant to speak to the heart of case management: our joys, our struggles, and our lessons learned. Please send your thoughts and ideas to us so we may include them in future articles. Teresa M. Treiger at: teri.treiger@comcast.net.
This column was inspired by the article "4 Rules of Improv and How They Relate to Customer Support" by Micah Bennett (https://zapier.com/learn/customer-support/improv-customer-support).
Professional Case Management24(3):158-159, May/June 2019.