Amsurg Cares Front Office Overview

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

Always

Sometimes

Never

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

Everyone

Just the front office

Just the nursing staff

Just the staff that comes in contact with the patients

Empathy

Scripting

Communication

Stress Management

Problem Solving

Customers, Appreciated, Respected, Engaged, Satisfied

Customers, Appreciated, Respected, Enraged, Satisfied

Customers, Antagonized, Respected, Engaged, Satisfied

Customers, Antagonized, Respected, Enraged, Satisfied