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Customer Service in Healthcare
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Customer Service for Healthcare

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.

In response to the HCAHPS survey, as well as the application of the new Patient Protection and Affordable Care Act, Healthcare facilities are reevaluating customer service and implementing new patient service standards and regulations in their facilities. Many hospitals, medical practices and clinics have found that superior service is one of the most effective ways to set themselves apart from competitors and attract and retain patients. Clinical and office staff are in the best position to give any practice a competitive edge but only with the right training, motivation and understanding of the professionalism required for the practice they represent. As such, this course serves to provide participants with insight into the HCAHPS survey as well as the tools and techniques to providing excellent customer service in their field.


Class Objectives

After completing this class, learners will be able to:

  • Explain how customer/patient satisfaction is measured in health care (HCAHPS)
  • Improve all forms of communication: person-person, telephone, and email
  • Describe customer/patient service rules
  • Identify best practices resolve customer/patient complaints

 

Customer Service for Healthcare
The Customer Service for Healthcare badge demonstrates that the earner understands the basics of customer service, primarily focused on accountable care and patient satisfaction in healthcare. Earners have demonstrated an understanding of the importance of patients’ satisfaction and perspectives on hospital care, and it also shows the earner's understanding of patients' need to have a transparent viewpoint of their local hospitals. Armed with this information, patients are better equipped choose the healthcare provider they feel will provide the best return on their investment. In response to the HCAHPS survey, as well as the application of the new Patient Protection and Affordable Care Act, Healthcare facilities are reevaluating customer service and implementing new patient service standards and regulations in their facilities. Many hospitals, medical practices and clinics have found that superior service is one of the most effective ways to set themselves apart from competitors and attract and retain patients. Clinical and office staff are in the best position to give any practice a competitive edge but only with the right training, motivation and understanding of the professionalism required for the practice they represent. 
Healthcare Facilities and Professionals

This resource provides an overview of the healthcare industry in terms of the numerous types of facilities available to serve patients and professionals who work within these facilities. Both facilities and professionals are guided by professional organizations designed to help set standards, provide information on best practices, monitor specialty areas, and provide many other services to healthcare workers and support the safety and quality of care for patients. Each patient generates a wealth of data that healthcare providers use in patient care, healthcare payers use in paying for services, and researchers use to study trends hopefully leading to improved care in the future. This data is gathered in the health record of the patient and then communicated to the various parties who use it.

The electronic health record facilitates this communication while at the same time has generated a new set of issues that must be considered and addressed. Let's begin the study of the electronic health record with a review of the healthcare industry in general.

After completing this resource, learners will be able to:

  • Identify the various organizations associated with the healthcare professions
  • Describe the roles of various healthcare professionals
  • Differentiate types of healthcare facilities
Problem Lists, Results Management, and Trending

The EHR provides many benefits. This resource discusses the use of Problem Lists, Results Management, and Trending features of the EHR and identifies how they are important tools for the physician in following patient problems, orders, medications, and disease progression or improvement.

After completing this resource, learners will be able to:

  • Create a graph of lab results and vital signs in the chart
  • View pending orders and lab test results
  • Use Problem Lists
  • Use Patient Management