Nursing Outreach, University of Missouri

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20th Annual Conference for Office and Clinic Nurses and Office Support Staff

Includes specific content for clerical, technical and administrative personnel

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How last year’s participants intend to change their practice after attending

  • I will practice more observation in the clinic especially when dealing with escalating behavior.
  • I will be more cautious about who I allow as friends on Facebook. 
  • I am going to take the speaker's advice and try "Q-TIP" — quit taking it personally.
  • We triage a lot of calls.  Especially liked the "OLD CARTS" method of assessing.

Conference information


A conference syllabus will not be provided. All participants are asked to print or save the handouts to their own device. No handouts will be provided on site. A link to the handouts will be e-mailed to each paid registrant five working days prior to conference.  Accordingly, please do not share this link. If someone needs the link, they should call our office at (573)882-0215.

We ask all speakers to submit handouts. If there are no handouts posted, that means the speaker did not submit them by the due date. If we receive handouts after the due date, they will be posted as we get them. 

Handouts will remain up for one month after the event.

Requirements for successful completion

Up to 6.33 contact hours will be awarded to all individuals who:

  • Learners must attend and be paid in full.
  • Learners must complete the online evaluation form.
  • Learners must participate in all small or large group activities.

This approval is reciprocal in all states and for all specialty organizations that recognize the ANCC approval process.

Group discount

If you have three or more people registering from your organization please call our office, 573-882-0215, for group discount information.

CE certificates

A certificate of completion is provided to all conference participants who are paid in full and complete the conference evaluation form. If you are not paid in full, your CE credit will be awarded upon payment in full.

Lost certificates may be replaced with a written request to the Nursing Outreach office for a fee of $10 per certificate. We will need your name (exact same name that you used for registering) and the date and title of the conference you attended.

Registration cancellation and substitution

We understand that circumstances may arise that require you to cancel or send a substitute. If you cancel your attendance seven or more business days before the conference, your registration fee will be refunded, less a $25 processing fee. You may send a substitute at any time. Please notify the Nursing Outreach office of any registration changes prior to the conference to facilitate the check-in process.

Please note that upon submitting your registration, you are responsible for paying the full registration fee, whether or not you actually attend the conference, unless your registration is canceled at least seven business days prior to the conference. All cancellation notices must be in writing; e-mail notification is acceptable.


If you register without paying, you are responsible for payment whether or not you attend the conference unless you cancel at least seven business days before the conference.

Program changes and cancellations

Nursing Outreach reserves the right to make changes in content and speakers, or to cancel programs if enrollment criteria are not met or when conditions beyond our control prevail. Every effort will be made to contact each enrollee if a program is cancelled. In the event of cancellation, registration fees are automatically refunded in full. You will be notified one week prior to the activity date, and a full refund will be sent to you. The University of Missouri-Columbia will not be responsible for any losses incurred by registrants including, but not limited to, airline cancellation charges or hotel deposits.

Commercial support

When commercial support is received for an educational activity, the conference planning committee maintains complete control over the selection of content and speakers. Acceptance of commercial support does not imply approval or endorsement of any product.


Taping by attendees is not allowed at any educational activities sponsored by Nursing Outreach.

Tax deduction

Your expenditure for this activity may qualify you for a Lifetime Learning federal tax credit. Tax deduction information regarding continuing education expenses is available from the IRS or tax advisors (Treasury Regulation 1.162.5).


  • Participants are asked to set their cellphones on vibrate or silent and to exit the meeting room for all calls.
  • Please bring a sweater or jacket due to variations in temperature and personal preferences.
  • MU complies with the guidelines set forth in the Americans with Disabilities Act of 1990. If you have special needs as addressed by the ADA and need special assistance with this or any portion of the learning process, please notify us as soon as possible. Reasonable efforts will be made to accommodate your needs.
  • Please contact the Nursing Outreach Office at or 573-882-0215, if you need special dietary considerations.
  • See what Columbia has to offer



  • Sept. 14


  • $119 Early registration (Postmarked on or before Sept. 1
  • $139 Regular registration (Postmarked after Sept. 1
  • $149 Onsite
  • $89 Students, verification required at registration via fax or mail only


The purpose of this one-day conference is to update the knowledge and enhance the skills of office & clinic nurses and clerical, technical and administrative staff by providing evidence-based content related to their work setting.  The day offers a blend of clinical and relationship-centered topics applicable across all ambulatory care settings

Target audience

This learning opportunity is designed for RNs, LPNs and other health care providers employed in a variety of clinic and office settings, including private, public, governmental and university-based environments.  Also, front office and administrative personnel are invited and will benefit from sessions related to common issues and challenges encountered in outpatient care settings.


7:30 a.m.
Check-in and continental breakfast

  •  Come early.  Enjoy the continental breakfast and fun, educational displays.

8:15 a.m.
Welcome and introductions

  • Shirley J. Farrah, PhD, RN-BC, assistant dean and teaching professor, Nursing Outreach, MU Sinclair School of Nursing, Columbia

Marshall Stewart8:30 a.m.
The Three P's

  • Marshall Stewart, EdD, MU vice chancellor of extension and engagement
  • Everyone has special gifts to contribute to the workplace. Stewart will discuss how learning your purpose, finding your passion and evaluating your performance are all essential to a smooth running workplace and both staff and patient engagement.

9:15 a.m.
Change Rooms

9:20 a.m.
Concurrent Sessions

  • A) Secrets of the Well Run Office
    • Karen Harris, RN, coordinator, patient/family and employee engagement, MU Health Care
    • It has been said that first impressions are the most lasting.  When a patient and their family enters your office or clinic setting, have you wondered about their first impression?  This session will include a discussion of managing front office behaviors and keeping the environment calm and efficient, greeting etiquette, asking the difficult questions, dealing with disruptive and aggressive individuals and service recovery.
  • B) Hot Topics in Office and Clinic Care
    • In healthcare we are constantly striving to find ways to deliver improved patient care and elevate the patient experience. This session will introduce you to current innovative practices in office and clinic care designed for the patient's advantage, including lessons learned for the future.
    • Behavioral Health Consulting in Primary Care
      • Mary Beth Schillinger, LCSW, behavioral health services, MU Student Health Center
    • Patient Medication Liaison
      • Julia Chisholm, PharmD, AAHIVP, outpatient pharmacy manager, MU Health Care
    • Mumps Outbreak at MU
      • Megan Huddleston, BSN, RN, nursing supervisor, MU Student Health Center

10:20 a.m.

  • Visit exhibitors

10:40  a.m.
Active Listening

  • Marlo Goldstein Hode, LLM, PhD, associate director of education and research, MU Division of Inclusion, Diversity and Equity, University of Missouri System
  • Listening is an important skill in any area of professional practice, as well as in personal relationships. In this interactive session, participants will learn and practice three key active listening skills.

Hosted luncheon

  • Visit exhibitors

12:45 p.m.
Focusing on Employee Engagement and The Patient Experience in  a Brain Friendly Way

  • Steven M. Firmand, D.M., director, learning and development, MU Healthcare
  • Are the employees in your workplace engaged and enthusiastic about their work?  If so, then your workplace is among a very few according to a recent Gallup poll of American workplaces.  A better understanding of our brain and our need for social connection and acceptance can "move the needle" toward employee engagement and result in patient satisfaction.

1:45 p.m.
Opioid Addiction and the Current Opioid Epidemic

  • Lucas Buffaloe, MD, assistant professor of clinical family and community medicine, MU School of Medicine, Columbia
  • In this session, we will briefly explore the current opioid crisis and look at the physiology of addiction as a disease. The speaker will also discuss the behaviors associated with addiction and some current practice interventions to prevent or manage disruptive behaviors.

2:45 p.m.
Beverage break

3 p.m.
Technology to Improve Healthcare

  • Pam Roe, BS, MJ (in progress), strategic communications consultant, MU Student Health Center
  • Bridget Ohara, directconnect product manager, Cox Health, Springfield
  • We hear about the misuses of Social Media but can Facebook, Twitter or Snapchat be used to promote the services of our office or educate our patients? The first speaker for this session will share ideas for using social media to promote programs in the clinic.   The second part of this session will examine how Telehealth is being used to treat patients in a myriad of settings.  The delivery of healthcare today is being reimagined to fit our busy lives and Telehealth is leading these changes.

4 p.m.


  • Online
    Register online
  • Mail
    Nursing Outreach
    S266 School of Nursing Building
    Columbia, MO 65211-4120
  • Fax


The University of Missouri Sinclair School of Nursing is an approved provider of continuing nursing education by the Midwest Multistate Division, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.

Midwest Multistate Division Provider Number MO1019-7.

Up to 6.08 contact hours will be awarded to all individuals who attend, complete the evaluation form, and are paid in full. 
This approval is reciprocal in all states and for all specialty organizations that recognize the ANCC approval process.  

Location and lodging

The conference will be held at the Peachtree Catering and Banquet Center Ballroom, 120 E. Nifong, Suite D, Columbia, Mo., 65205.  Should you need to be reached during the conference, the phone number is 573-875-6608.

A block of rooms at the special rate of $99 has been reserved for the night of Sept. 13, 2017 until Aug. 13, 2017 at the Stoney Creek Hotel, located at 2601 S. Providence Road, Columbia, Mo., 65203.  After this date, rooms will be on a space available basis only. To make reservations, please call 1-800-659-2220. The hotel is located just off Providence Road, 1.5 miles north of the Peachtree Banquet Center where the conference will be held. Be sure to ask for the MU OFFICE and CLINIC CONFERENCE room block. Participants are responsible for making their own reservations and guaranteeing reservations with a credit card.

Planning committee

  • Laura Burnett, MBA, associate director clinical operations, MU Healthcare
  • Angela Crutchfield, LPN, Keene ENT Clinic, MU Healthcare
  • Shirley J. Farrah, PhD, RN-BC, assistant dean and teaching professor, Nursing Outreach, MU Sinclair School of Nursing
  • Laura E. Hirschinger, MSN, RN, AHN-BC, CPPS, coordinator, ambulatory patient care services, MU Health Care
  • Lynnette M. Logsdon, BGS, RN, clinical nurse supervisor, pediatric/adolescent clinic, MU Healthcare
  • Suzanne Massman, LPN, physician services manager, Belle and Pediatric Clinics, SSM Health Medical Group, Jefferson City
  • Sarah Muegge, MSN, RN, instructor, regional services, Cox Health, Springfield
  • Erin Ohnesorge, MBA, BSN, RN, practice manager, child health clinics, University of Missouri Health Care
  • Mary Kay Schumacher, RN, telephone nurse advisor, MU Student Health
  • Amanda Spickard, RN, instructor, regional services, Cox Health, Springfield
  • Cynthia S. Stephens, MSN, RN, clinical instructor/nurse planner, Nursing Outreach, MU Sinclair School of Nursing
  • Caryn Thomas, BSN, RN, clinical nursing supervisor, South Providence Family Clinic, MU Health Care