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Want to protect yourself from skin damage from the sun’s harmful rays? Dr. Angela Walker, dermatologist with Renown Medical Group, shares what you can do to prevent skin cancer. What can people do to prevent skin cancer while enjoying the outdoors? There are several steps you can take to protect your skin from the sun. “I caution all of my patients to avoid the sun during the hours of 10 a.m. until 2 p.m. when UV rays are strongest. I also encourage people to wear sleeves on cooler days. And don’t forget that we still need to wear sunscreen on cloudy days! UV rays can still cause sun damage on cloudy days. Preventing skin cancer also entails wearing sunscreen of at least SPF 30 everyday.  Are hats also a good idea for skin protection? Yes, of course! Choose a wide-brim hat that shades the face as well as the back of the neck for extra protection against UV rays. When it comes to identifying skin cancer, what should people watch for? We use easy-to-remember letters when checking for spots on the skin; it’s called the ABCDEs: A - Asymmetry: One half of the mole or lesion doesn't match the other half. B - Border irregularity: The edges of the mole are irregular, blurred, or notched. C - Color variation: The mole has different shades of color or uneven color distribution. D - Diameter: The diameter of the mole is larger than the size of a pencil eraser (about 6 millimeters) or is increasing in size. E - Evolution: Any changes in the mole over time, such as size, shape, color, itching, bleeding, or crusting. These guidelines can help in identifying potentially suspicious skin lesions, but it's important to consult a dermatologist for proper evaluation and diagnosis. Early detection is crucial for successful treatment of skin cancer.

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Seeking protection for yourself and your loved ones from the intense sun rays at northern Nevada's elevated altitudes? With so many choices available, selecting the ideal sunscreen can be daunting. To guide you through this, we consulted Dr. Angela Walker, a dermatologist from Renown Medical Group, for her expert insights. Sunscreen Application Dermatologists recommend a broad-spectrum sunscreen with a minimum SPF of 30, but keep in mind that no sunscreen protects against 100 percent of UV radiation and that reapplication is necessary. “No matter the SPF, sunscreen must be applied adequately and frequently, meaning a quarter-sized amount to cover the face and neck and a full shot glass amount for the body when wearing a bathing suit,” said Walker. “Reapplication should be every 80 minutes.” Why not use a high SPF, such as 70 or 100? According to the Skin Cancer Foundation, they don’t offer significantly more protection than SPF 30 and mislead people into thinking they have a higher level of protection. Here’s the breakdown: SPF 15 blocks 93 percent of UVB rays SPF 30 blocks 97 percent of UVB rays SPF 50 blocks 98 percent of UVB rays SPF 100 blocks 99 percent of UVB rays Do specific populations require a higher SPF? Walker explains that infants, seniors, and those with a history of skin cancer must take precautions against UV radiation, as their skin is vulnerable. Sunscreen should be an absolute priority before spending time outdoors and avoiding prolonged sun exposure, wearing a hat with wide brim (recommended 4-inch brim) and UPF (ultraviolet protection factor) clothing. Due to the sensitive nature of an infant’s skin, babies under six months should not spend time in the direct sun. For infants and toddlers six months and older, whose skin is thinner than adults, a sunscreen that contains zinc oxide or titanium dioxide (physical protectors) should be applied. Zinc and titanium are less likely to irritate because they do not penetrate the skin and instead sit on the surface and deflect UV radiation. Zinc oxide and titanium dioxide are vital ingredients to seek out in sunscreen due to their strong ability to deflect UV radiation. Sunscreen Terms Explained UVA = Long wave ultraviolet light. Penetrates deep into the dermis, the skin’s thickest layer, causing tissue damage that wrinkles and photo-aging and contributes to developing skin cancer. UVB = Short wave ultraviolet light. The biggest contributor to the development of skin cancer and are more prevalent during mid-day. SPF = Sun protection factor. Calculated by comparing the amount of time needed to burn sunscreen-protected skin vs. unprotected skin. So, SPF 15 means you can stay in the sun 15 times longer than you could without protection.

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Dr. Carilyn Hoffman with Renown's Women's Health explains the symptoms, causes and treatments of Polycystic Ovary Syndrome (PCOS) (also referred to as Polycystic Ovarian Disease (PCOD)), a prevalent condition among women of reproductive age that influences hormonal balance, metabolism and fertility. Make an appointment with Renown Women's Health Click here to schedule Call to schedule: 775-982-5000 PCOS Defined PCOS is a constellation of symptoms characterized by two of the three criteria: multiple small cysts on the ovaries visible via ultrasound, irregular periods and signs of hyperandrogenism. Other symptoms include infertility, insulin resistance, and increased risk of cardiovascular disease. Symptoms of PCOS The symptoms of PCOS can vary from woman to woman, but some of the most common include: Irregular menstrual cycles: This is often one of the first signs of PCOS. Women may experience fewer than nine periods a year, more than 35 days between periods, frequent spotting, and/or abnormally heavy periods. Excess androgen levels: High levels of male hormones may result in physical signs such as excess facial and body hair (hirsutism), severe acne and male-pattern baldness. Polycystic ovaries: Enlarged ovaries containing numerous small cysts can be detected via ultrasound.     Causes and Risk Factors The exact cause of PCOS is unknown, but several factors may play a role: Genetic predisposition: A family history of PCOS increases the risk. Insulin resistance: High insulin levels might increase androgen production, causing difficulty with ovulation. Obesity: Women with elevated BMI’s are more likely to have PCOS, although 20% of women with PCOS are not obese. Diagnosis and Treatment Dr. Hoffman outlines that diagnosing PCOS requires a medical history review, a physical exam, blood work and an ultrasound to evaluate the ovaries. Treatment options can range from lifestyle modifications, like diet and exercise and weight loss, to medications for menstrual regulation, fertility assistance, and rarely surgery. Lifestyle Changes A healthy lifestyle is a cornerstone of managing PCOS. Regular exercise, a nutritious diet, and weight management can help reduce symptoms and the risk of long-term health issues. In overweight patients, weight loss as little as 5% has been shown to improve symptoms of PCOS. Medication Medications may include hormonal contraceptives to regulate menstrual cycles, anti-androgens to reduce hair growth and acne, and Metformin to address insulin resistance. Fertility Treatment For women with PCOS who are trying to conceive, ovulation induction with clomiphene or letrozole is sometimes necessary. Sometimes a referral to a reproductive endocrinologist and infertility specialist is needed for more advanced technologies like IVF. Health Implications PCOS is not just about cystic ovaries or irregular periods; it can have profound implications on a woman's overall health. Women with PCOS are at an increased risk for several conditions, including type 2 diabetes, high blood pressure, heart disease, and endometrial cancer.

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As the seasons shift, so do the demands of our skin. We sat down with Heidi Nicol, a seasoned aesthetician at Renown Dermatology, Laser & Skin Care, to uncover the secrets of pampering your skin during the winter onset. The aftermath of summer often leaves us with dry, dull skin and unexpected breakouts. However, a few tweaks to your skincare regimen can make this seasonal transition smoother. 1. Re-evaluate Your Cleanser Now might be the opportune moment to transition to a non-drying cleanser. The one that worked wonders in the summer might be aggressive for the colder months. Nicol suggests opting for a "gentle" cleanser that effectively cleanses and exfoliates without including abrasive ingredients. 2. Amp Up the Hydration With the dip in temperature, your skin craves a richer moisturizer. Seek out products enriched with Hyaluronic Acid. This powerhouse ingredient amplifies your skin's ability to retain moisture, ensuring it stays supple throughout the day. 3. Introduce Retinol If retinol isn't a staple in your skincare arsenal yet, consider introducing it now. Its prowess in diminishing sun-induced brown spots and fine lines is unparalleled.

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Ensuring a healthier and more inclusive future for LGBTQIA+ children and teens is of utmost importance to health systems in our community, especially Renown. Supporting the physical and mental health of youth in this community is key to those efforts, especially as they face unique challenges in terms of identity acceptance and social integration.   Dr. Caroline Barangan, Adolescent Medicine Physician with Renown Children’s Pediatric Specialty Care, discusses what you as a parent, caregiver, friend or support system can do to be a safe space for children and teens who identify as LGBTQIA+. 1.  Create a Safe Space at Home The most important action you can take for your LGBTQIA+ teen or child is to accept and support them for who they are, regardless of how they identify. “Being a teenager is already difficult enough, especially within the LGBTQIA+ community, which puts them at risk of being stigmatized, rejected and targets for bullying,” said Dr. Barangan.  Your supportive words and actions can make a huge difference as a profound expression of love and understanding. Being patient and willing to learn are the foundations to a healthy and loving relationship with your LGBTQIA+ teen or child.  2.  Encourage Regular Check-Ups with a Primary Care Provider (PCP)  Establishing your child or teen with a PCP is not only important when an illness occurs but also for annual preventative visits and regular check-ups. “A primary care provider can screen for high-risk behaviors that would put a patient’s health in jeopardy, such as sexual experience, substance use, suicidality and self-harm,” said. Dr Barangan. “These screenings are an opportunity to provide the education and support these kids and teens need to stay healthy.”  One of the main concerns LGBTQIA+ youth often have is that they will experience judgment from their provider, or the PCP will disclose sensitive information, including their sexuality or gender identity to their parents, when they are not ready to do so. Dr. Barangan emphatically reminds us that this legally cannot happen. “If a patient asks me to keep something confidential, unless they disclose that they have plans to harm themselves or others, I am legally not allowed to share that information with anyone without their permission,” said Dr. Barangan.  3.  Locate Local Resources  Northern Nevada is home to a variety of resources for the LGBTQIA+ community at large, including youth members of this community. "Finding resources to help them develop in a positive way and provide them with the information they need, whether it be in school, the household, the community or through a medical or mental health provider, is incredibly important,” said Dr. Barangan.  Below is a list of local LGBTQIA+ community resources open to you and your children:  Our Center LGBTQIA+ Health Services at Northern Nevada HOPES Northern Nevada Pride Festival & Community Parade (happens every July in Reno) Sassabration (happens every September in Carson City) Lake Tahoe Pride (events and resources shared on Facebook)

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The back-to-school season is here, and ensuring your child's successful transition involves more than just school supplies and schedules. At Renown Children’s Hospital, and in collaboration with Nevada Pediatric Psychiatry Solutions, we understand the vital role that mental health plays in a child's overall well-being and academic performance. Below we'll guide you through essential tips for a smooth back-to-school experience, with a special focus on nurturing your child's mental health. How to Support Your Child’s Mental Health from Home Remember, the below strategies can be adapted to align with your child's personality, learning style and household dynamics. Flexibility and understanding are key in tailoring these tips to suit your child's unique needs. 1. Be Open to Communication: Recognize that effective communication is the cornerstone of understanding your child's feelings and concerns. Create a safe space where your child feels comfortable expressing their thoughts. Listen to learn, without judgment. Make it a point to validate their emotions and ensure they are heard. Encourage sharing experiences,worries, friends and challenges they may be facing. Having open conversations about sensitive topics opens the door for discussion and understanding. Make yourself available. 2. Establish a Routine: A consistent routine can offer a sense of stability and predictability for your child, and anticipation helps to decrease anxiety and establish a sense of control. Join forces and design a daily schedule that includes time for schoolwork, play, physical activity, meals and relaxation. Be flexible about the structure to allow room for last-minute changes including extra activities based on that day’s needs as well. Always add time for play and bonding. 3. Practice Compassion: Back-to-school can come with big emotions. Listening reflexively and acknowledging these feelings can help you and your child act positively on these big emotions. 4. Get Involved: Actively engage in your child's school life by participating in school events, meetings and discussions. Show interest in their educational journey, ask about their experiences and provide guidance when needed. Being present in their academic pursuits not only boosts their confidence but also strengthens the parent-child bond. 5. Use Positive Reinforcement: Celebrate your child's achievements, no matter how small they may seem. This allows for a sense of accomplishment and boosts self-esteem. Praise efforts, progress and perseverance, whether it's completing an assignment, making a new friend or overcoming a challenge. This positivity encourages a growth mindset and resilience. 6. Organize a Schoolwork Zone: Create a comfortable workspace at home dedicated to school-related tasks. Customize the area based on your child's preferences and needs. Having a designated space for studying and completing assignments promotes focus, reduces distractions and enhances their overall learning experience.

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In today's fast-paced society, it is understandable for parents to want to take shortcuts in caring for their little ones. A s a result, It is tempting to leave a sleeping infant in a car seat or swing after a long day of errands or when you need a moment to catch your breath. But, as convenient as these devices may be, they pose a serious risk to your child's safety. Why Car Seats and Swings Pose Risks for Infant Sleep Car seats, swings, and bouncers are quick and convenient ways to feed, hold, and sleep an infant. Not out of malice or discontent, but again from the need for quick and easy access to baby care in an already busy lifestyle. However, the risks outweigh the benefits. The American Academy of Pediatrics (AAP) states that “infants should be moved to a crib, bassinet, or play yard for sleeping as soon as is practical.” If a parent must use a car seat or other sitting device, they should only do so for a short period of time and never as a substitute for a proper sleeping environment. Leaving a sleeping infant in a sitting device, such as a car seat or swing, can create unsafe sleeping conditions. The American Academy of Pediatrics (AAP) warns that doing so increases the risk of sudden infant death syndrome (SIDS) and positional asphyxia. This is because infants can easily slump over or become entangled in the straps, blocking their airway, and causing suffocation. Car seats, swings, and bouncers are quick and convenient ways to feed, hold, and sleep an infant. Not out of malice or discontent, but again from the need for quick and easy access to baby care in an already busy lifestyle. However, the risks outweigh the benefits. The AAP states: Infants should be moved to a crib, bassinet, or play yard for sleeping as soon as is practical. If a parent must use a car seat or other sitting device, they should only do so for a short period and never as a substitute for a proper sleeping environment. Leaving a sleeping infant in a sitting device, such as a car seat or swing, can create unsafe sleeping conditions. The AAP warns that doing so increases the risk of sudden infant death syndrome (SIDS) and positional asphyxia. In addition, infants can easily slump over or become entangled in the straps, blocking their airways and causing suffocation.

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If you’re expecting a new baby, you may have been given the advice to hire a doula. You may have seen statistics of improved outcomes among those who’ve had a doula attend their birth. Perhaps you’ve heard that the etymology is from the Greek word meaning “to serve.” But how does a doula serve their clients? A doula is a non-medical birth professional who will guide you through labor, birth, postpartum and beyond. Your doula can discuss your options with you so you can make informed decisions, as well as provide emotional and physical support to ease your experience. While each doula offers their own style, there are certain services that most doulas will provide for their clients. Typically, a birth doula will provide at least one prenatal visit, one postpartum visit and continuous support during active labor. A postpartum doula usually provides support during the 12 weeks immediately following birth, sometimes referred to as the “fourth trimester,” but some will continue care after that as well. Simply put, a doula provides informational, physical and emotional support during the childbearing year(s). Let’s take a closer look at these three ways a doula can support you. The Basics If you don’t know your options, you don’t have any. This is a common phrase in the world of birth work. When you’re in labor, you’re exhausted, in pain and there’s often urgency inherent or implied in any choices you make. So, when an intervention is offered, many birthing people accept it without question. One method that can help the decision-making process is to check your BRAIN: Benefits: What are the benefits of the proposed intervention? Risks: What are the risks of the proposed intervention? Alternatives: What are the alternative options? Intuition: What does your intuition tell you? Nothing: What if we do nothing? What if we wait? When you’re in active labor, you might have difficulty remembering this acronym; that’s where your doula comes in. At your prenatal visits, you can ask your doula for guidance in preparing your birth plan, which can include contingencies for certain potential interventions. And as choices arise during labor, your doula can guide you through the benefits and risks and can provide you with alternative options you might not otherwise be aware of that are available to you. Your doula can remind you to check in with your intuition and can help you quiet your mind so you can listen to your instincts. The Body Although we tend to see depictions of people giving birth on their backs with their feet in stirrups, this is only one of many ways to give birth. Walking and dancing can speed up early labor. Side-lying or hands-and-knees can prevent tearing during the pushing stage. Sometimes labor stalls, and a change of position is often helpful to get things moving again. Your doula can suggest positions depending on your stage of labor. Some labor positions might require the support of another person – your doula could fill this role or assist your partner in doing so. Some doulas also provide massage or even acupressure, and most will do the “hip squeeze” that so many laboring people swear by. If your baby is presenting posterior, or “sunny side up,” your doula can apply counter pressure to alleviate back pain during labor. Some postpartum doulas will do light housework while you rest and bond with your newborn. Others might care for your baby through the night so you can catch up on sleep. Many doulas have also gone through additional training to offer breastfeeding support and may be able to assist you with latch issues and nursing positions. The Mind Pregnancy, birth and postpartum periods can be some of the most emotional times in a person’s life. A doula will hold space for you and help you process your emotions before and after birth. It’s normal to feel apprehensive, or even fearful, about labor and birth, and discussing these feelings is the first step. A doula can help you navigate your concerns in a safe space so you can be prepared emotionally for your upcoming labor. Many doulas will also guide you through writing your birth plan, which can lessen anxiety about the unknown. If you have a history of trauma, your doula can assist in communicating this, so you don’t have to relive the experience every time you meet a new medical provider. Most people will experience some form of what’s often called the Baby Blues in the immediate postpartum period. The third day after birth tends to hit hard, as hormones attempt to regulate, but the Baby Blues can continue for weeks for some new parents. A postpartum doula’s support can be incredibly valuable during this time. When the baby blues last longer than a few weeks, it could considered a mood disorder. Most doulas will recognize signs of postpartum mood disorders and will have resources available for additional support. Choosing the Best Doula for You With so many wonderful doulas in northern Nevada, you might wonder how you could ever choose just one to attend your birth. Some expectant parents are unfortunately restricted by cost. With so many expenses related to a new baby, it can be difficult to budget doula services as well. Thankfully, Nevada Medicaid now covers doula care, and some commercial insurances are following suit. Check with your insurance company to find out if they might cover part of the cost for hiring a doula. If your insurance doesn’t cover doula services, some doulas offer a sliding scale based on income. You may want to interview multiple doulas to find the right one for you. If you’re the kind of person who wants all the information you can get, a more detail-oriented doula might be the best choice. But if you tend to feel overwhelmed by too many options, you might prefer a doula who only offers additional information as the situation calls for it. If you want massage or acupressure during labor, you might want to hire a doula with those certifications. Or maybe informational and physical support are not as important to you as emotional support, in which case your best choice could be a doula who has experience with postpartum mood disorders or trauma support. Regardless of who you hire, be sure to clearly communicate your desires and expectations – not just for your birth, but also for your doula. The most important thing when choosing your doula is trusting your gut. You need to feel comfortable with your doula, as they’ll be tending to you at one of the most vulnerable times in your life. When you find a doula that you click with, who listens to you and supports your choices, you have found the best doula for you.

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Most babies weigh just one pound and are roughly the size of an eggplant when they reach 24 weeks of development inside the womb. It is a crucial stage when internal organs begin functioning, and the babies' respiratory and central nervous systems are still developing.     So, in November 2021 when Kallie Johnson experienced a premature rupture of amniotic fluid around this point in her pregnancy, her care team in Winnemucca decided to transport her via Care Flight to Renown Regional Medical Center. The team at Renown Children’s Hospital immediately began discussing the risks of delivering at 24 weeks with the Johnson family.  Moving Forward with Hope Knowing the stakes, Kallie remembers never feeling rushed to decide about delivering her baby preterm. “I felt educated and supported by my care team at Renown throughout our entire stay, starting with the education they provided about what it meant to deliver my baby early,” Kallie said. “The team really helped me make the best decision for myself and my family.”    Together, Renown employees and the Johnson family moved forward with a healthy set of nerves and a powerful feeling of hope.  Weighing in at one pound 11 ounces, Sloan entered the world on Nov. 19, 2021, via emergency Cesarean section. Her birth was classified as a micro preemie because she was born before week 26 of pregnancy and so small that she fit inside the palm of her father Sterling’s hand. A full-term pregnancy is classified as reaching 39 weeks.   A Fighting Chance  Called a fighter by many Renown Children’s Hospital care team members, Sloan spent over five months in the neonatal intensive care unit (NICU). She was placed on a ventilator, fed through a feeding tube and monitored 24/7, overcoming daily challenges with the Renown team and her family.  As a result of being born prematurely, Sloan developed a grade one brain bleed and a congenital heart defect called patent ductus arteriosus, a persistent opening between two major blood vessels, causing too much blood to flow to the lungs and heart.   To meet the oxygen needs of her tiny lungs, Sloan was intubated and developed a severe oral aversion and high-arched palate as a result. The effects would lead to difficult developmental and physical challenges that she still conquers today. Yet, with the help of her care team – including physical, occupational and speech therapists, dieticians and doctors – Sloan continues to make progress every day.

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By taking our pregnancy and birth class, you will gain the tools necessary to have a safe and empowering birth experience for both you and your baby. Chris Marlo, Childbirth Educator at Renown Health explains why birth classes are important. For questions regarding classes or tours, contact Chris Marlo: chris.marlo@renown.org 775-982-4352 What is a Certified Childbirth Educator/Doula? If you are expecting a baby, Renown has a wide variety of classes to help prepare you for birth. Classes are taught by certified childbirth educators and doulas. A certified childbirth educator is a trusted resource who has a passion for educating expecting parents about childbirth, and will provide you with non-biased, evidence-based information. A doula is a professional labor assistant who provides physical and emotional support during pregnancy, childbirth and postpartum. As you prepare for birth, our certified educators will guide you each step of the way and ensure you receive the quality care you deserve.

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Do it for the patient. That’s the motto that each employee in the Customer Engagement Center (CEC) lives by every single day. This team spins all the existing stereotypical thoughts about call centers on their side by empowering and partnering with patients to achieve their best health. Being transferred around several times just isn’t in this team’s DNA – being a one-stop-shop for patient scheduling, referrals, insurance matters and more is how they proudly operate. Through elevating the customer engagement experience, the CEC closes care gaps to ensure patients get the right care at the right time. From employees who work from our home base in Reno, all the way to the southeastern corner of Florida, this primarily remote team stays firmly connected and collaborative to make patient care possible for all Renown Health patients and Hometown Health and Senior Care Plus members.  The “Make It Happen” Department  Back-to-back phone calls about a wide variety of patient needs? They make it happen. Referrals that need to go directly to the provider? They make it happen. Complex insurance questions that need to be resolved? They make it happen. The CEC is the keeper of all things customer service and all things patient satisfaction, leveraging technology to improve engagement and accessibility – and they wear that badge with pride.  “Patient care is our first priority,” said Cindy Arevalo, Supervisor of Customer Engagement. “Even though we aren’t face-to-face with them, we are always there to help them over the phone with whatever their needs are.”  The CEC has a lot of different sub-departments under its umbrella: scheduling, referrals, insurance, patient outreach, personal assistants, MyChart customer service and more. Each team handles calls for a different section of our health system, including the hospitals, imaging, primary care and specialty care. While their individual teams may be different, one aspect of their jobs remains the same: they care. Deeply.  “We advocate for the patient, especially when they can’t advocate for themselves,” said Amanda Ishii, Referral Specialist.  “We are the first people that patients speak to, and we all have empathy to listen to them, help them solve their problems and take as much time as they need to care for their needs,” added Susana Arroyo Garcia, Supervisor of Customer Engagement.  Customer loyalty is key to the CEC. Every CEC team member builds strong relationships with patients and members. Whether they manage patient outreach or manage back-to-back inbound calls, each employee feels a special connection to the helpful work they do to solve a variety of patient concerns.  “As Senior Care Plus Personal Assistants, for instance, we help guide our members through complex situations, and we eliminate the process of transferring them to different departments, becoming a ‘one-stop-shop' for them,” said Stephanie Perez Campbell, Senior Care Plus (SCP) Health Coordinator. “While every day is different, we are constantly learning new things and helping members navigate through the health system."  With the 4.5 million calls the CEC handles per year, the nature of their jobs is undoubtedly fast paced. However, this does not intimidate the CEC team members; instead, it inspires them to continue reaching new milestones, helping thousands of patients and members every year by handling all the scheduling and referral work on the backend so that they can receive the care needed.  “I never find myself sitting around asking, ‘what should I do next,’” said Gina Briles, Supervisor of Customer Engagement. “We always support each other to stay on top of it all in order to take care of our patients.”  By wearing a lot of hats and managing many different work queues all while staying engaged with each patient, the CEC is full of natural problem-solvers, helping our healthcare network run smoothly.  “The Engagement Center is the front door for the community; serving as the voice of the customer, we ensure patients do not fall through the cracks of the complex healthcare system and are able to easily access the right care at the right time through an exceptional experience,” said Candace Dietrich, Director of Customer Engagement.   Consistently Connected  With thousands of referrals to process and millions of calls to field, the ways the CEC stays connected to patients and members as well as each other can be related closely to magic. No concern goes unnoticed, and no problem is too complicated.  “The sheer volume of patients we engage with is incredible,” said Rene Jacinto, Manager of Customer Engagement. “We processed nearly 200,000 referrals and authorizations last year.”  “We expect a steady increase of calls year-over-year. My team processed 1,259 referrals in one day alone recently,” added Arielle Gomes, Referral Specialist.  A superpower that every CEC team member holds is the ability to listen. According to this department, active listening is key when problem-solving with every patient and member, as that skill helps them anticipate patient needs and resolve their issues quickly and efficiently.  “I’ll always listen,” said Alex Gomez, Customer Engagement Representative. “I want them to know that they are in good hands, especially when they are feeling scared or frustrated.”  Team members like Alex help carefully guide customers through the Hometown Health and Senior Care Plus enrollment process, increasing membership and engaging patients to find the perfect plan for them.  One of the largest challenges the CEC faces is the departures and arrivals of providers. The ebbs and flows of all hospital systems include provider departures and shifting provider availabilities. Despite this challenge, the CEC staff work hard to ensure communication with all patients regarding provider changes is consistent and that all patients are scheduled in a slot that works for both their schedule and the provider’s schedule.  “It’s important for us to be flexible, because things can change at a moment’s notice,” said Gina Briles. “This is more than just a job – we are here for our patients. What we are doing impacts everyone.”  Throughout all times of transition, the CEC builds robust relationships with both patients and providers within our organization and community, a skill that this team emphasizes as “fundamentally important.” For example, SCP Personal Assistants like Stephanie Perez Campbell will coordinate care with community resources and offices, giving members one less call to make and one less hurdle to cross in order to get the care they need.  On top of it all, even though this team has the ability to work from all 50 states (and many of them work outside of Nevada!), every employee feels connected to their colleagues and their work.  “This is the best group of people I’ve ever worked with,” said Riley Petro, Manager of Customer Engagement – Imaging. “I am super lucky for this job and am so thankful for these people.”  Proud and Powerful  The proof is in the pudding – or rather, the proof is in the numbers. Within the 4.5 million calls they successfully field every year, approximately 1.6 million of those calls route through the private branch exchange (PBX) team – the team that oversees the main operator lines – under the guidance of Jess Nater, Supervisor of Customer Engagement. The CEC is also on track to handle nearly 300,000 referrals this year alone. Additionally, the Hometown Health CEC team was recognized nationally this year with a five-star rating from Medicare.  “We all have the initiative to grow, and because of this, we are always learning something new,” said Cindy Arevalo. “Our leaders also support our growth, especially if we want to skill-build or advance in our careers.”  The CEC is frequently the first stop on the career ladder for many employees as they start their journey in healthcare, and CEC leadership is committed to the growth and development of their teams to reach their career goals at Renown.  The secret formula for all this success can be in part attributed to the pride each CEC employee has for their team, their work and Renown.  “We have a very supportive team,” said Holly Coffey, Supervisor of Customer Engagement. “I’ve seen our leaders support their teams tremendously.”  “We rely on each other,” added Ashleigh Carty, Customer Engagement Representative. "I love the relationships we create with one another.”  Employees in the CEC come from many walks of life, choosing to work at Renown and Hometown Health for a variety of different reasons, many related to the positive power our health system holds. Team members in this department hold a myriad of different career backgrounds, including pharmacy technicians, medical assistants, population health professionals, community health workers and more.  Some team members, like Nikki Clifford, Customer Engagement Representative Lead, heard wonderful things about Renown from her mother, who also works for Renown. According to Nikki, “seeing how happy my mom has been in her career made me want to join too. I’ve loved it here ever since.”   Katie Lunau, Supervisor of Customer Engagement, also grew up in a family involved in healthcare, and she wanted to follow in their footsteps. Choosing Renown as the place to follow her family path was a simple one, because “Renown stood out as the company that was actively involved in the community helping others.”  For other team members, like Susana Arroyo Garcia, Ashleigh Carty and Stephanie Perez Campbell, Renown and Hometown Health’s impact on the local healthcare landscape was their primary driver for choosing a career here and in the CEC specifically.  “Renown is very well-known in the area,” said Stephanie Perez Campbell. “I went to school in Reno for public health, so Renown came up all the time in my schooling. I knew Renown had a lot of different opportunities available for career growth, and with the friendly environment I always experienced here, it was an easy decision.”  “Once I went through the interview process and joined the team, I immediately realized that there are outstanding managers, support systems and communication skills here. People genuinely care,” added Ashleigh Carty.  Ashleigh is exactly right. As emphasized by every team member, employees in the CEC care. Their heightened levels of care and empathy set the bar high for all at Renown and Hometown Health, and their impact will be felt for years to come.

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Pictured above: A section of Renown’s Labor Assessment Area.  When patients expecting a new child are about to give birth, nerves can be especially heightened. Questions flood their minds: Is the baby actually on the way? What’s going to happen next? Are we ready to push?   Lucky for them, at Renown Health, the guesswork can finally end with Renown’s Labor & Delivery unit Labor Assessment Area. This unique space is a triage area that helps make more precise labor diagnoses by determining exactly what stage expectant parents are at in the labor process.  Funded by a state grant more than a decade ago, the six-bed Labor Assessment Area sees 500-600 patients per month – from patients entering the unit directly, unsure if they are in active labor, to patients who are sent over from elsewhere experiencing labor symptoms, such as high blood pressure and water breaking. The area also serves as a pre-operation space for patients getting ready for procedures such as C-sections. The six cubicles that are enclosed with doors and curtains ensure each patient gets the private, one-on-one care they need. Furthermore, rather than sitting in a waiting room, this area allows expectant parents a comfortable place to prepare for labor.  “We are a unit that prides ourselves on getting patients into beds very quickly,” said Debbie Hawley, Associate Nurse Manager in Renown’s Labor & Delivery unit. “This area has allowed us to triage more effectively and allow more patients to collaborate with their provider in a quick manner.”

Read More About Remove the Guesswork with Renown’s Labor Assessment Area