Departments: CCMC News and ViewsThe Power of Empathy: Listening, Processing, and Staying Out of the WaySerbin, Kathryn M. BSN, MS, CCMAuthor Information Kathryn M. Serbin, BSN, MS, CCM, is Chair of the Commission for Case Manager Certification (www.ccmcertification.org). Ms. Serbin is also Section Chief, Women's Health Clinic, and Senior Nurse, Surgical Clinics Ambulatory Care Center of the James A. Lovell Federal Healthcare Facility. Address correspondence to Kathryn M. Serbin, BSN, MS, CCM Commission for Case Manager Certification, 15000 Commerce Parkway, Suite C, Mt. Laurel, NJ 08054 (email@example.com). The author reports no conflicts of interest. Professional Case Management: January/February 2013 - Volume 18 - Issue 1 - p 32-33 doi: 10.1097/NCM.0b013e3182769c80 Buy Metrics Copyright © 2013 Wolters Kluwer Health, Inc. All rights reserved.