Customer Service Training in Healthcare
$59.00
Limited Time Offer
This healthcare customer service training program will provide you with the skills and knowledge necessary to be a successful customer service representative in a healthcare setting.
Description
Customer Service Training in Healthcare
Program Overview:
The healthcare industry is one of the most rapidly changing industries in the United States. With an aging population and advances in technology, the demand for qualified customer service representatives in healthcare is expected to grow. This healthcare customer service training program will provide you with the skills and knowledge necessary to be a successful customer service representative in a healthcare setting. Through a self-paced online, you will learn how to effectively communicate with patients and their families, navigate the healthcare system, and provide outstanding customer service.
In this program, you will:
- Learn the basics of customer service skills in a healthcare setting
- Develop your communication skills
- Gain an understanding of the healthcare system
- Learn how to navigate common customer service issues
- Develop your problem-solving skills
Customer service training needs to be specific to the healthcare industry in order to be effective. This program is designed to meet those needs by providing healthcare customer service training that covers the skills and knowledge necessary to be successful in a healthcare setting. Healthcare customer service representatives, patient advocates, social workers, nurses, and others who interact with patients and their families on a regular basis will benefit from this training.
Program Objectives:
– Understand the importance of customer service in healthcare
– Learn how to effectively communicate with patients and their families
– Navigate the healthcare system
– Provide outstanding customer service
– Resolve common customer service issues.
Program Length:
This healthcare customer service training program is self-paced and can be completed online.
Course Outline:
Part 1: Introduction to Healthcare Customer Service
In this part, you will be introduced to the basics of healthcare customer service. You will learn about the importance of communication, customer service skills, and the healthcare system.
Part 2: Communication Skills
In this part, you will focus on developing your communication skills. You will learn about active listening, nonverbal communication, and how to handle difficult conversations.
Part 3: The Healthcare System
In this part, you will gain an understanding of the healthcare system. You will learn about the different types of healthcare providers, how to navigate the healthcare system, and common customer service issues.
Part 4: Problem-Solving Skills
In this part, you will develop your problem-solving skills. You will learn about different problem-solving techniques and how to apply them to common customer service issues.
You will have the opportunity to practice your skills through exercises and case studies. Upon completion of this healthcare customer service training program, you will be prepared to provide outstanding customer service in a healthcare setting.
Who Should Attend?
Healthcare professionals who wish to improve their customer service skills. Customer service representatives, patient advocates, social workers, nurses, and others who interact with patients and their families on a regular basis will benefit from this training.
Upon completion of this program, healthcare employees will be prepared to provide superior customer service in a healthcare setting. Healthcare providers’ workforce will have the skills and knowledge necessary to effectively communicate with patients and their families, navigate the healthcare system, and resolve common customer service issues.
Glossary & Sneak peak:
Healthcare provider: A person or organization that provides healthcare services.
Patient: A person who receives healthcare services.
Family: A group of people related by blood or marriage.
Communication: The process of sending and receiving information.
Active listening:
A communication technique in which the listener focuses on understanding the speaker’s message.
Difficult conversations:
Conversations that are challenging to have because they involve sensitive topics or emotions.
Nonverbal communication:
Communication that occurs without words, such as body language and facial expressions.
Problem-solving: A process for finding a solution to a problem.
Patient satisfaction: A measure of how well a healthcare organization meets the needs of its patients.
Complaints: A statement from a patient or family member that expresses dissatisfaction with the quality of care received.
Grievances: A formal complaint filed by a patient or family member with a healthcare organization.
Patient Advocates:
Patient advocates are professionals who help patients navigate the healthcare system. They provide information and support to patients and their families. Patient advocates can help with a variety of issues, including access to care, insurance coverage, and medical decision-making.
Social Workers:
Social workers are professionals who help people cope with the challenges of daily life. They provide support to patients and their families. Social workers can help with a variety of issues, including access to care, financial problems, and emotional stress.
Nurses:
Nurses are professionals who provide care to patients. They work in hospitals, clinics, and doctor’s offices. Nurses can help with a variety of issues, including medical procedures, medication management, and pain control.
Dealing with difficult customers:
Customers who are angry, upset, or dissatisfied with their healthcare experience can be difficult to deal with. It is important to remain calm and professional when dealing with difficult customers. Here are some tips for dealing with difficult customers:
– Listen to the customer’s concerns and show that you understand their point of view.
– Avoid arguing with the customer.
– Ask questions to clarify the situation.
– Offer solutions that address the customer’s concerns.
– Follow up with the customer after the problem has been resolved.
Service recovery:
Service recovery is a process for responding to and resolving customer complaints. It is designed to turn a negative experience into a positive one. Service recovery involves four steps:
– Apologize to the customer.
– Take action to resolve the problem.
– Follow up with the customer.
– Prevent the problem from happening again.
Medical centers:
Medical centers are healthcare facilities that provide a wide range of services. They typically have multiple departments, such as primary care, obstetrics and gynecology, surgery, and imaging. Medical centers can also offer specialty services, such as cancer care or rehabilitation.
Urgent care:
Urgent care is a type of healthcare facility that provides medical care for patients with non-emergency conditions. Urgent care centers are typically open after hours and on weekends. They offer a wide range of services, including primary care, lab testing, and imaging.
Customer service:
Customer service is the process of providing assistance to customers. It includes activities such as handling customer inquiries, resolving customer problems, and providing information about products and services. Good customer service is important for maintaining customer satisfaction and loyalty.
It is important to provide good customer service in healthcare because patients are customers of the healthcare system. They should be treated with courtesy and respect. Good customer service can improve patient satisfaction and loyalty.
Healthcare professional:
A healthcare professional is someone who works in the healthcare industry. Healthcare professionals include doctors, nurses, pharmacists, and other medical and non-medical personnel. They work in hospitals, clinics, and other healthcare facilities.
