Liz OsborneLiz Osborne, MS, has fourteen years experience as manager of a patient relations department for a large HMO using staff-model, primary care network, and contracted care delivery systems. Ms. Osborne is past president of the Washington Society of Patint Representatives, and is a Fellow and past member of the Board of Directors of the Society for Healthcare Consumer Advocacy (SHCA) of the American Hospital Association. She has spoken at national and state conferences and taught consumer education classes. Ms. Osborne is currently affiliated with Sage Consulting in Novata, CA (www.sageteam.com).Ms. Osborne has a bachelor of arts degree in English Literature from Seattle University and a master of science degree in Health-Related Behavior from the University of Washington. The author of other healthcare books, she is currently working on a mystery series (fiction) based on her experiences as a patient representative. Read More Read Less