Training to illustrate methods for delivering consistent and superior, customer service.
Training to improve the center efficiency in the front office.
Training to document current front office processes.
Always meet or beat customer expectations.
Always deliver positive patient experience.
Always demonstrate that service is not a priority.
Understand how patients determine good service but how it is not important to take steps to meet their expectations.
Courtesy, Communication, Collaboration, Composure
Courtesy, Communication, Consistency, Composure
Courtesy, Changes, Consistency, Composure
Courtesy, Changes, Collaboration, Composure
During this visit was your needs met in a timely manner?
During this visit was the environment around you kept clean?
Would you recommend this center to your friends and family?
Access to appointments
Short wait times
Figure out health care questions on their own
Good information about insurance and preparation for surgery
Treat people the way they want to be treated
Create expectations that sometimes patients must tolerate poor service
Produce telephone messaging that weaves patients through a maze of options
Just the front office
Just the nursing staff
Just the staff that comes in contact with the patients
Customers, Appreciated, Respected, Engaged, Satisfied
Customers, Appreciated, Respected, Enraged, Satisfied
Customers, Antagonized, Respected, Engaged, Satisfied
Customers, Antagonized, Respected, Enraged, Satisfied