Session Information
ANI: The Healthcare Finance Conference 2010
Click here to go to the previous page
Capital Region Medical Center: Business Office Customer Service Best Practices
Track
:
PreConference Program
Program Code:
PCW2
Date:
Sunday
,
June
2,
2010
Time:
8:00 AM to 11:30 AM
EST
Location:
Galileo 902
CO-PRESENTER
(S):
Click the plus sign to see more detailed information
about each speaker.
Click the plus sign to see more detailed information
about each speaker.
SPEAKER
(S):
Click the plus sign to see more detailed information
about each speaker.
Click the plus sign to see more detailed information
about each speaker.
SUBMITTER
:
Click the plus sign to see more detailed information
about each speaker.
Click the plus sign to see more detailed information
about each speaker.
Description
This session will present customer service communication skills to achieve world-class customer service for business office and patient access personnel.
Patient expectations for customer service in healthcare are increasing. With consumerism in healthcare on the rise, price transparency on the horizon and health savings accounts in place, one of the few competitive advantages hospitals will have to increase market share and value is their customer service and work quality from the business office.
Attendees will learn:
Attitude, perceptions, and professionalismhow do they relate
Communication 101: Awareness of four styles of communications
Introduction to S.C.O.R.E.
S- Sincerely Listen
C- Connecting and Caring/Empathy and Acknowledgement
O- Open doors with questions
R- Resolve and recommend solutions
E- Effectively end the call
Discover how words impact the outcome of patient communications
Patient expectations for customer service in healthcare are increasing. With consumerism in healthcare on the rise, price transparency on the horizon and health savings accounts in place, one of the few competitive advantages hospitals will have to increase market share and value is their customer service and work quality from the business office.
Attendees will learn:
Attitude, perceptions, and professionalismhow do they relate
Communication 101: Awareness of four styles of communications
Introduction to S.C.O.R.E.
S- Sincerely Listen
C- Connecting and Caring/Empathy and Acknowledgement
O- Open doors with questions
R- Resolve and recommend solutions
E- Effectively end the call
Discover how words impact the outcome of patient communications
Learning Objectives:
- Apply innovative Customer Conversation concepts to improve account resolution and customer satisfaction outcomes
- Discover how words used with open-ended questioning produce better patient satisfaction results
- Discuss the four styles of communication and their impact on customer service
- Examine how attitude, perception, and behavior relate and transfer into productivity
No items are available for this session.