HealthTrainU™ Offers Personalized Healthcare Courses.

HealthTrainU™ now offers you individual courses for your specific needs. If you need just a few credit hours to fulfill your licensing, credentialing or compliance requirements, we are here to assist you! As an IACET Accredited Provider, you can be sure HealthTrainU education meets and exceeds the accreditation standard we must adhere to. Some courses are also approved or accepted by other credentialing agencies. Look for your organization beside the course title.*

Every HealthTrainU course is researched and developed by industry experts, so you know our content is top-notch and available to you at any time on-line. A certificate is awarded upon successful completion (score of 80% or better) and you have the ability to access your Certificate and Student Transcript for one year from sign-up.

Simply select the area of study to see the categorized courses. Clicking on those links will bring up the courses in that library. From there, click on “Add To Cart” and then go on to the next step. Please feel free to call us at: 919-785-1214 x 329 or at: [email protected] if you are having any difficulty or questions.

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1 Hour - No CEUs - Non-Licensed Staff

PEPC1-1: Understanding and Meeting Customer's Needs

At the heart of every successful healthcare organization is a deep and genuine commitment to understanding and meeting the needs of the patients it serves. This course is designed to equip non-licensed staff with the foundational knowledge and awareness needed to fulfill that commitment with intention, consistency, and care. Upon completing this course, participants will be able to identify their responsibilities in meeting customer needs, explore the unique opportunities and considerations that come with serving the growing Baby Boomer generation, and clearly articulate the distinct roles that the Patient Liaison and Delivery Technician play within the Provider Enhanced Patient Care (PEPC) Program. By building this understanding, every member of your team becomes a more informed and effective contributor to a patient experience that is truly responsive, respectful, and relationship-centered.
Price: $10.00 CEUs: 0.00
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1 hour No CEUs - Non-Licensed Staff

PEPC1-2: Tips from Hardwiring Excellence

Excellence in patient care is not the result of occasional effort — it is the product of consistent, intentional practices that are woven into the fabric of every interaction, every day. Drawing from the principles of Hardwiring Excellence, this course introduces healthcare professionals to practical, immediately applicable communication strategies designed to elevate the patient experience in meaningful and measurable ways. Participants will explore the concept of Key Words at Key Times — learning how specific, thoughtfully chosen language can transform routine interactions into moments of genuine connection and reassurance. The course also covers the principle of Managing Up, equipping staff with the communication tools needed to build patient confidence, foster trust, and consistently represent their organization with professionalism and care. These are not abstract ideas — they are skills that, once practiced, become natural and powerful habits.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC1-3: Complementary Products

Anticipating a patient's needs before they have to ask is one of the most impactful ways a healthcare professional can elevate the patient experience — and a thorough understanding of complementary products makes that possible. This course introduces non-licensed staff to the concept of cross-selling in the context of patient-centered care, reframing it not as a sales tactic, but as a proactive approach to ensuring patients have access to the full range of products and solutions that can support their health, comfort, and independence. Participants will learn to identify complementary products based on a patient's initial equipment, and to anticipate additional product needs by developing a working understanding of the diseases and disabilities their customers live with every day. By connecting product knowledge with genuine patient advocacy, this course empowers staff to have more meaningful, informed conversations that benefit both the patient and the organization.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-10: Activity - Pre-Delivery and Post-Delivery Communications

Effective patient communication does not begin and end at the door — it extends both before and after a delivery, creating meaningful touchpoints that benefit the patient and strengthen the organization's ability to meet their evolving needs. This hands-on activity course challenges Patient Liaisons to develop and refine the communication skills needed to confidently engage patients at both stages of the delivery process. Participants will create and share detailed communication scripts for introducing complementary and upgraded products before a delivery, as well as thoughtful follow-up scripts for post-delivery conversations — each grounded in a patient-first approach that prioritizes genuine need over transaction. By practicing and refining these scripts in a structured setting, Patient Liaisons will build the confidence, consistency, and communication fluency needed to make every pre- and post-delivery interaction a meaningful and productive one.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-1: Patient Liaison Training - Trusted Advisor

The Patient Liaison occupies a unique and vital role within the healthcare organization — one that goes beyond traditional customer service or intake responsibilities to build something far more meaningful: a trusted, lasting relationship with the patients they serve. This course explores what it truly means to be a Trusted Advisor in the home care setting, and what distinguishes the Patient Liaison role from other patient-facing positions within the organization. Participants will examine the characteristics and qualities that define an effective Trusted Advisor — the mindset, communication style, and genuine commitment to patient well-being that set this role apart. The course also provides a clear and thoughtful contrast between the Patient Liaison and the Customer Service Representative or Intake staff, helping participants understand the distinct value and responsibilities each role brings to the patient experience. For those stepping into the Patient Liaison role, this course lays the essential foundation for building relationships rooted in trust, care, and genuine advocacy.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-2: The Patient Liaison Job Description

A clearly defined role is the foundation of effective performance — and for the Patient Liaison, whose responsibilities are both distinct and deeply impactful, that clarity is essential. This course provides a comprehensive look at what the Patient Liaison position entails, giving participants the knowledge and framework needed to fully understand the scope, expectations, and critical qualities that define success in this important role. By the end of this course, participants will have a thorough understanding of the Patient Liaison's responsibilities and will be equipped to develop a detailed, thoughtful job description that captures not only the functional duties of the role, but the essential personal traits and professional characteristics that distinguish an exceptional Patient Liaison. Whether you are defining this role for the first time or refining an existing position, this course provides the practical foundation needed to set your Patient Liaison — and your patients — up for success.
Price: $10.00 CEUs: 0.00
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1 Hour- No CEUs - Non-Licensed Staff

PEPC2-3: Customer Service and Customer Needs

Outstanding customer service is not a single gesture — it is a daily commitment expressed through every interaction, every decision, and every moment of genuine attention given to the patients and customers you serve. This course provides non-licensed staff with a practical and meaningful exploration of what that commitment looks like in action, and how to sustain it consistently across the full range of responsibilities the Patient Liaison role demands. Participants will explore concrete examples of daily actions that demonstrate a true commitment to customer service, develop an understanding of how to thoughtfully balance customer needs with organizational goals, and build the skills needed to identify who their customers are, what their most pressing needs may be, and how to respond to those needs with care, competence, and confidence. Because in healthcare, exceptional customer service is not just good practice — it is the foundation of every meaningful patient relationship.
Price: $10.00 CEUs: 0.00
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3/4 Hour - No CEUs - Non-Licensed Staff

PEPC2-4: The Anatomy of a Sale

In healthcare, a sale is far more than a transaction — it is an opportunity to connect with a patient, understand their needs, and provide a solution that genuinely improves their quality of life. Understanding the structure and principles behind an effective sale equips Patient Liaisons to approach these conversations with confidence, purpose, and a patient-first mindset. This course breaks down the anatomy of a sale into its most essential elements, giving participants a clear and practical framework for navigating the sales process with professionalism and care. Participants will learn to articulate the five key components of a successful sale and explain the three critical elements of building genuine rapport and lasting customer relationships — skills that are as valuable for patient satisfaction as they are for organizational success.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-5: Listening Skills

Truly hearing a patient — not just the words they say, but the needs behind them — is one of the most powerful and often underestimated skills a healthcare professional can develop. Effective listening is not passive; it is an active, intentional practice that forms the foundation of every meaningful patient relationship and drives the kind of responsive, personalized care that sets exceptional organizations apart. This course equips Patient Liaisons with a comprehensive framework for becoming more deliberate and effective listeners in every patient interaction. Participants will explore detailed approaches to connecting with, considering, and confirming customer needs, identify the key elements of active listening and how to apply them consistently, and develop the flexibility needed to adapt their listening approach to the diverse communication styles and circumstances of the patients they serve. Because when patients feel truly heard, trust follows — and trust is the cornerstone of exceptional care.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-6: A Script for Communicating with Customers

Consistency is one of the most powerful tools in delivering an exceptional patient experience — and having a well-crafted communication framework ensures that every patient interaction reflects the professionalism, care, and thoroughness your organization stands for. This course focuses on the practical skill of developing an effective communication script for Patient Liaisons, specifically in the context of post-delivery follow-up conversations about complementary products and services. Participants will work through the process of creating a detailed, replicable script that provides a consistent and successful format for introducing complementary items in a way that feels natural, patient-centered, and genuinely helpful rather than transactional. By establishing this communication framework, Patient Liaisons will be better equipped to have confident, productive conversations that serve the patient's needs while supporting the continued success of the organization.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-7: Features - Benefits and Cross-Selling

Understanding the difference between what a product does and why it matters to the patient is one of the most valuable distinctions a Patient Liaison can master. When healthcare professionals are able to communicate not just the features of a product, but the genuine benefits it delivers to a patient's daily life, those conversations become far more meaningful — and far more effective. This course provides Patient Liaisons with a practical and patient-centered exploration of features versus benefits, equipping participants to communicate product value in a way that resonates with the real needs and experiences of the customers they serve. The course also introduces the principles of cross-selling and upselling within a healthcare context — reframing them as proactive tools for ensuring patients have access to the full range of products that can support their health, comfort, and independence. Participants will leave with a detailed, working knowledge of complementary product pairings based on common patient needs, ready to put these skills into immediate practice.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC2-8: Up-Selling: Good - Better & Best

Upselling in a healthcare context is not about increasing a sale — it is about ensuring that every patient receives the product that best meets their unique needs, preferences, and quality of life goals. When approached with genuine patient advocacy at the forefront, the concept of Good, Better, and Best becomes a powerful framework for having honest, informed conversations that empower patients to make confident choices about their care. This course provides Patient Liaisons with the practical tools and language needed to incorporate upselling naturally and effectively into patient interactions. Participants will explore detailed, real-world examples of upselling in a healthcare setting, learn how to apply the Good/Better/Best framework when describing and comparing products, and understand how to use the Advance Beneficiary Notice (ABN) as a clear and compliant tool for facilitating product upgrades. The result is a more confident, patient-centered approach to product conversations that serves both the patient and the organization.
Price: $10.00 CEUs: 0.00
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3/4 Hours - No CEUs - Non-Licensed Staff

PEPC2-9: Dealing with Customer Objections

Customer objections are not roadblocks — they are opportunities. When a patient or customer raises a concern, they are often signaling a need for more information, greater reassurance, or a deeper understanding of how a product or service can genuinely benefit them. For Patient Liaisons, the ability to respond to objections with empathy, clarity, and confidence is one of the most valuable skills in delivering both exceptional patient care and organizational success. This course equips participants with a practical framework for navigating customer objections effectively — beginning with a thorough understanding of the underlying concerns that most commonly drive them. Participants will learn how to respond to objections in a way that is thoughtful, patient-centered, and solution-focused, and will develop the skills needed to bring a conversation to a successful, natural close. By reframing objections as opportunities for deeper connection and clearer communication, Patient Liaisons will be better positioned to serve their patients — and their organization — with confidence and care.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC3-1: Customer's Needs & the Technician's Role

The Delivery Technician occupies a uniquely powerful position within any HME organization — often serving as the only in-person representative a patient will ever meet, and carrying the full weight of the company's reputation and values into every home they enter. The way a Delivery Technician shows up — their attitude, their professionalism, and their genuine commitment to the patient — can leave a lasting impression that no marketing campaign or customer service call can replicate. This course provides a comprehensive look at the Delivery Technician's role through the lens of customer service and patient advocacy, exploring what makes this position so distinct and so impactful within the broader care team. Participants will examine the critical importance of attitude in meeting customer needs, gain a thorough understanding of the responsibilities and expectations that define the role, and develop a detailed job description that captures both the functional duties and the essential personal qualities that distinguish a truly exceptional Delivery Technician.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC3-2: Customer Service

Exceptional customer service in the home healthcare setting is built on the small, consistent actions that communicate to patients that they are seen, valued, and genuinely cared for. For Delivery Technicians, every home visit is an opportunity to demonstrate that commitment — through professionalism, attentiveness, and the kind of courtesy that makes a patient feel respected in their own space. This course provides Delivery Technicians with a practical and patient-centered exploration of customer service excellence, grounded in the real-world demands of the home delivery environment. Participants will identify concrete examples of daily actions that reflect a true commitment to service, develop a clear understanding of who their customers are and what their most pressing needs may be, and learn how to express genuine courtesy and professionalism in the unique context of a patient's home. Because in home healthcare, how you show up matters just as much as what you deliver.
Price: $10.00 CEUs: 0.00
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1/2 Hour - No CEUs - Non-Licensed Staff

PEPC3-3: Building Rapport with Customers

In home healthcare, the relationship between a Delivery Technician and a patient can be one of the most meaningful connections a patient experiences throughout their care journey. Building genuine rapport is not a soft skill — it is a foundational professional competency that directly impacts patient confidence, satisfaction, and long-term loyalty to your organization. This course distills the art of rapport-building into three essential and actionable components: demonstrating product expertise that instills confidence, building trust through consistent and reliable professionalism, and establishing an authentic emotional connection that makes patients feel genuinely valued and understood. By mastering these three pillars, Delivery Technicians become far more than service providers — they become trusted partners in their patients' care and well-being.
Price: $10.00 CEUs: 0.00
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1/2 Hour - No CEUs - Non-Licensed Staff

PEPC3-4: The Delivery Process

A successful delivery is about far more than getting equipment from one location to another — it is a carefully coordinated process that, when executed well, sets the patient up for safety, confidence, and success with their new equipment from day one. For Delivery Technicians, mastering the key technical elements of the delivery process is essential to consistently delivering an experience that reflects the professionalism and care your organization stands for. This course provides a clear and practical walkthrough of each critical step in the delivery process — from patient education and equipment setup, to documentation collection and the additional steps that ensure every delivery is thorough, compliant, and patient-centered. By building a strong command of this process, Delivery Technicians will be better equipped to approach every delivery with the consistency, attention to detail, and genuine care that patients deserve.
Price: $10.00 CEUs: 0.00
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3/4 Hours - No CEUs - Non-Licensed Staff

PEPC3-5: Home Assessment

A thorough home assessment is one of the most valuable contributions a Delivery Technician makes to a patient's safety, comfort, and long-term well-being. By taking the time to evaluate the home environment with a trained and attentive eye, Delivery Technicians play a proactive role in identifying risks before they become problems — and in ensuring that the equipment delivered can be used safely and effectively within the patient's unique living situation. This course equips Delivery Technicians with the knowledge and observational skills needed to conduct a meaningful home assessment, with a focused emphasis on identifying the key risk elements that most directly impact patient safety. By building this awareness, Delivery Technicians become more than product delivery professionals — they become an essential part of the broader care team, actively contributing to a safer and more supportive home environment for every patient they serve.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC3-6: Equipment Recommendations

A knowledgeable Delivery Technician is uniquely positioned to make a meaningful difference in a patient's life — not only by delivering the equipment prescribed, but by recognizing opportunities to better serve the patient's full range of needs. This course empowers Delivery Technicians to approach every home visit with a broader, more observant perspective, using what they see and hear to advocate for the patients in their care. Participants will develop a thorough understanding of the conditions most commonly encountered in home healthcare customers and the equipment solutions that can most effectively address those needs. The course also covers the critical responsibility of recognizing the signs of elder abuse and understanding the appropriate steps for reporting and response. Additionally, participants will learn how to read existing equipment and environmental cues to identify unmet needs and offer thoughtful, informed recommendations — transforming every delivery into an opportunity for genuine patient advocacy and improved quality of care.
Price: $10.00 CEUs: 0.00
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1 1/2 Hours - No CEUs - Non-Licensed Staff

PEPC3-7: Checklists & Assessment Forms

Consistency and thoroughness are the hallmarks of a delivery process that patients can trust — and the right checklists and assessment tools are what make that consistency possible, every single time. This course equips Delivery Technicians with the knowledge and practical skills needed to use checklists and assessment forms effectively across a range of delivery situations, ensuring that no critical step is overlooked and every patient interaction is handled with professionalism and care. Participants will walk through the key steps in communicating with patients throughout the delivery process, explore the specific checklists relevant to oxygen, sleep, and mobility equipment, and develop the ability to apply both assessment forms and observation forms accurately and confidently in real-world delivery scenarios. By mastering these tools, Delivery Technicians will be better equipped to deliver a consistent, compliant, and patient-centered experience that reflects the highest standards of their organization.
Price: $10.00 CEUs: 0.00
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1/2 Hour - No CEUs - Non-Licensed Staff

PEPC3-8: Powered Mobility & Recommendations

Powered mobility equipment represents some of the most life-changing technology available to home healthcare patients — and delivering it well requires a specialized understanding of the unique assessment, delivery, and documentation requirements that set these products apart from standard HME. For Delivery Technicians, developing this expertise is essential to ensuring that patients receive powered mobility solutions that are safe, properly configured, and genuinely suited to their individual needs and home environment. This course provides Delivery Technicians with a focused look at the special requirements involved in the assessment and delivery of powered mobility equipment, including how to effectively utilize the recommendation sheet during a home delivery and how to apply additional home assessment approaches that support a thorough and patient-centered delivery experience. By building this specialized knowledge, Delivery Technicians will be better prepared to handle powered mobility deliveries with the care, precision, and professionalism these complex and impactful products demand.
Price: $10.00 CEUs: 0.00
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1 Hour - No CEUs - Non-Licensed Staff

PEPC1-0: Outcomes, Goals and Tracking for Managers

A well-implemented Provider Enhanced Patient Care (PEPC) Program has the potential to meaningfully elevate the quality of care your organization delivers — but realizing that potential requires thoughtful management, clear goal-setting, and consistent tracking of outcomes. This course is designed specifically for managers, providing practical guidance on the most effective strategies for overseeing and monitoring the viability and performance of your organization's PEPC Program. As you work through this course, you will be encouraged to think critically about your own organizational context — identifying the implementation approaches that are best suited to your company's unique structure, patient population, and operational goals. By the end, you will have a clearer, more confident framework for leading your PEPC Program in a way that drives meaningful, measurable results for your patients and your organization.
Price: $7.50 CEUs: 0.00
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1/2 Hour - No CEUs - Non-Clinical Staff

PEPC1-05: Implementation Overview for Managers

Effective implementation of a patient care program requires leadership that is clear-eyed about both its mission and its impact. This overview course is designed specifically for managers, providing a focused introduction to the dual objectives that drive a successful Provider Enhanced Patient Care (PEPC) Program: delivering the most comprehensive, unmatched care and equipment to every patient served, and generating sustainable revenue by genuinely meeting the needs and quality-of-life goals of the customers your organization is privileged to serve. Rather than viewing these objectives as competing priorities, this course frames them as complementary — demonstrating that when patient needs are truly at the center of every decision, both exceptional care and organizational success naturally follow. For managers charged with leading this initiative, this course provides the foundational perspective and direction needed to implement the program with purpose, confidence, and integrity.
Price: $7.50 CEUs: 0.00
*Pre-ATP means RESNA will accept the course for credit prior to taking the ATP exam. RA means RESNA has accepted that course for post-ATP credit. HealthTrainU™ has been approved as an Accredited Provider ( Verify our IACET Accreditation) by the International Accreditors for Continuing and Training (IACET). Your national or state association credentialing needs may be different. Always check to verify that IACET CEUs will fulfill those credentialing requirements.