Od-022259 Customer Care
Enroll
Type
On Demand
Credit
No
Description
This Customer Care Training Module is divided into three parts. Part I reviews basics in Customer Care ... show more
This Customer Care Training Module is divided into three parts. Part I reviews basics in Customer Care, including techniques to foster positive communication. Part II of the Customer Care Training Module evaluates proper telephone etiquette, the phases of a phone call and reviews how HIPAA plays a key role. Finally, Part III focuses on appropriate methods of handling difficult customer/patient situations.
show lessObjectives
- Learners will review basic customer service skills.
- Learners will review techniques for positive communication.
- Learners will be provided methods to enhance the quality of patient satisfaction.
- Students will evaluate the phases of a phone call.
- Learners will gain knowledge of the importance of HIPAA and patient privacy.
- Students will be shown general scripting examples.
- Associates will learn how to address a difficult situation and the correct steps of action.
- Students will review the “EAR” method and how to correctly implement it properly.
- Associates will understand the different levels of complaints and when to escalate an irate situation to management.
Fees
Free
Activity Director
Melissa Bradley
Activity Coordinators
Jennifer Zeback
Melissa Bradley
Ashley Montanye
Elaine Tillman
Kristan Santillan
Melissa Bradley
Ashley Montanye
Elaine Tillman
Kristan Santillan
Organization
MedStar Health System and Shared Services