Self Paced Self Paced    

Customer Service for Health Care, Self Paced

41 hours | Entry Level |  Professional Development | Included eBook |  Leads to Certification

Purpose

Preparation for Certification Exam

Description

This course provides participants with the basics of customer service for individuals seeking to work in the healthcare industry. In the past few years, the Centers for Medicare & Medicaid services have implemented a customer service survey called HCAHPS. The initiative is to measure patients' satisfactions and perspectives on hospital care. The uniqueness of the HCAHPS survey also provides patients' with a transparent viewpoint of their local hospitals and they may choose to which competitor they would like to return their investments. In response to the HCAHPS course, as well as the application of the new Patient Protection and Affordable Care Act, health care facilities are reevaluating customer service and implementing new patient service standards and regulations in their facilities. The goal of this course is to provide participants with insight to the HCAHPS survey as well as the tools to provide excellent customer service in their field.

Audience

Individuals preparing for employment in health care and incumbent health care workers who need a refresher course in customer service tailored to the new focus on accountable care and patient satisfaction.

Objectives
  • Define customer service in the healthcare industry
  • Explain why customer service is important in healthcare
  • Describe basic customer service rules for serving patients
  • Articulate all forms of communication in the healthcare field
  • Recognize best practices to resolve customer complaints or conflicts
  • Explain how customer satisfaction is measured in healthcare
Print

Instructor Led Instructor Led

Customer Service for Health Care, Instructor Led

24 hours | Entry Level |  Professional Development | eBook Available |  Leads to Certification

Purpose

Preparation for Certification Exam

Description

This course provides participants with the basics of customer service for individuals seeking to work in the healthcare industry. In the past few years, the Centers for Medicare & Medicaid services have implemented a customer service survey called HCAHPS. The initiative is to measure patients' satisfactions and perspectives on hospital care. The uniqueness of the HCAHPS survey also provides patients' with a transparent viewpoint of their local hospitals and they may choose to which competitor they would like to return their investments. In response to the HCAHPS course, as well as the application of the new Patient Protection and Affordable Care Act, health care facilities are reevaluating customer service and implementing new patient service standards and regulations in their facilities. The goal of this course is to provide participants with insight to the HCAHPS survey as well as the tools to provide excellent customer service in their field.

Audience

Individuals preparing for employment in health care and incumbent health care workers who need a refresher course in customer service tailored to the new focus on accountable care and patient satisfaction.

Objectives
  • Define customer service in the healthcare industry
  • Explain why customer service is important in healthcare
  • Describe basic customer service rules for serving patients
  • Articulate all forms of communication in the healthcare field
  • Recognize best practices to resolve customer complaints or conflicts
  • Explain how customer satisfaction is measured in healthcare
Print