Customer Service Strategies for the Health Care Environment

Overview

To stay truly competitive in today’s health care environment, customer-facing organizations understand the value of making service a priority. To help you better serve your members, clients, and customers, the Customer Service Strategies for the Health Care Environment online course provides you with the tools to turn your team into customer service stars, so your entire organization benefits.

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Learning Outcomes

What You’ll Learn

How to create a customer-driven organization
Discover time-tested strategies for improving relationships with customers, including how to address the most common customer complains
Become a better manager: learn how effectively manage and tap into the skills of today’s multi-generational workforce
Get a solid overview of the accreditation process and how it relates to customer service
Define leadership qualities and the roles of effective leaders
Explore new methods for monitoring problem areas
Take home new tools for analyzing business service cycles
Practice smart tactics for more effective communication
Remove the barriers to outstanding service

Who Should Take This Course

Account managers
Business solutions specialists
Call center employees
Consumer and customer advocates
Customer service representatives
Eligibility business analysts
Managers
Technical advisors

Course Outline

Course Features

Modules
Duration 5 Weeks
Content Type Text & media
Assessment Yes
Pass Percentage 70%
Certificate Yes

Customer Service Strategies for the Health Care Environment

Overview

Learning Outcomes

Course Outline

Module 1: Course Overview

Module 2: The Fabric of the Health Care industry

Module 3: The Business Philosophy of an Outstanding Health Care Organization

Module 4: Customer Service that Makes a Difference

Module 5: Customer Service - Your Most Important Product

Module 6: Cultural Competency - Embracing Diversity and Inclusion

Module 7: Tear Down the Seven Barriers to Outstanding Customer Service

Module 8: Strategies for Delivering Quality Service

Module 9: Adapting You Message for Today’s Affordable Care Marketplace

Module 10: Tools for Clear Communication

Module 11: When Nothing You Do Seems to Work

Module 12: Telephone Strategies

Module 13: How to Learn About your Customer

Module 14: How to Verify the Quality of your Success

Module 15: How to Analyze the Service Cycles of your Business

Module 16: Criteria for Evaluating the Quality of Service

Module 17: How to Monitor Four Key Problem Areas

Module 18: How to Manage you Customer Service Operation

Module 19: Building a customer Service Team that Works

Module 20: Negotiating with your Health Care Customer

Module 21: Creating Efficiency in your Health Care Business Environment

Module 22: Management Challenge Hiring Right

Module 23: Developing a Customer Service Training Program

Module 24: The Impact of a Complaint

Module 25: The Most Common Complaints

Module 26: The Value of a Complaint

Module 27: Comments to Avoid Saying to Customers

Module 28: Solutions to Customer Complaints

Module 29: Problem Solving Strategies

Module 30: Accreditation, Provider Impact and Customer Service

Module 31: How Accreditation Affects Customer Service

Course Features

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