Amsurg Cares Front Office Overview
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What is the objective of AMSURG CARES?
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Training to illustrate methods for delivering consistent and superior, customer service.
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Training to improve the center efficiency in the front office.
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Training to document current front office processes.
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The AMSURG CARES Front Office Overview quiz is designed to train staff in delivering superior customer service consistently. It covers objectives, the four C's (Courtesy, Communication, Consistency, Composure), patient experience expectations, and impact on CAHPS scores.
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- 2.
What are two objectives of AMSURG CARES?
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Always meet or beat customer expectations.
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Always deliver positive patient experience.
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Always demonstrate that service is not a priority.
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Understand how patients determine good service but how it is not important to take steps to meet their expectations.
Correct Answer(s)
A. Always meet or beat customer expectations.
A. Always deliver positive patient experience.Explanation
AMSURG CARES has two objectives: always meeting or beating customer expectations and always delivering a positive patient experience. These objectives emphasize the importance of providing excellent service and ensuring that patients receive the best possible care. By striving to meet or exceed customer expectations and ensuring positive experiences for patients, AMSURG CARES aims to prioritize customer satisfaction and patient well-being.Rate this question:
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- 3.
What are the four C's of AMSURG CARES?
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Courtesy, Communication, Collaboration, Composure
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Courtesy, Communication, Consistency, Composure
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Courtesy, Changes, Consistency, Composure
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Courtesy, Changes, Collaboration, Composure
Correct Answer
A. Courtesy, Communication, Consistency, ComposureExplanation
The correct answer is "Courtesy, Communication, Consistency, Composure". These four C's are important principles of AMSURG CARES. Courtesy refers to treating others with respect and kindness. Communication involves effectively sharing information and listening to others. Consistency means maintaining a standard of performance and behavior. Composure refers to staying calm and composed in challenging situations. Together, these four C's help create a positive and professional environment in healthcare settings.Rate this question:
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- 4.
How often should we deliver a positive patient experience?
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Always
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Sometimes
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Never
Correct Answer
A. AlwaysExplanation
We should always deliver a positive patient experience because it is crucial for the well-being and satisfaction of the patients. A positive patient experience not only ensures that patients feel cared for and respected but also enhances their trust in healthcare providers. It contributes to improved patient outcomes, increased patient loyalty, and positive word-of-mouth, which are essential for the success of healthcare organizations. Additionally, a positive patient experience promotes a positive work environment for healthcare professionals and fosters a culture of patient-centered care. Therefore, delivering a positive patient experience should be a constant priority.Rate this question:
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- 5.
What are the front office impact on CAHPS scores?
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During this visit was your needs met in a timely manner?
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During this visit was the environment around you kept clean?
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Would you recommend this center to your friends and family?
Correct Answer(s)
A. During this visit was your needs met in a timely manner?
A. During this visit was the environment around you kept clean?
A. Would you recommend this center to your friends and family?Explanation
The given answer includes three questions that assess different aspects of the front office's impact on CAHPS scores. The first question asks if the patient's needs were met in a timely manner, which reflects the efficiency and effectiveness of the front office staff. The second question asks if the environment was kept clean, which reflects the cleanliness and professionalism of the front office area. The third question asks if the patient would recommend the center to others, which reflects the overall satisfaction and experience with the front office. These three questions collectively assess the front office's impact on CAHPS scores.Rate this question:
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- 6.
What are expectations our patients have of us?
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Access to appointments
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Short wait times
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Figure out health care questions on their own
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Good information about insurance and preparation for surgery
Correct Answer(s)
A. Access to appointments
A. Short wait times
A. Good information about insurance and preparation for surgeryExplanation
Patients have certain expectations from healthcare providers, including access to appointments, short wait times, and good information about insurance and preparation for surgery. These expectations are based on the need for timely and convenient healthcare services. Patients expect to be able to schedule appointments easily, without long waiting periods. They also expect to receive accurate information about their insurance coverage and any necessary preparations for surgery. Meeting these expectations helps to ensure patient satisfaction and a positive healthcare experience.Rate this question:
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- 7.
How do we demonstrate courtesy?
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Treat people the way they want to be treated
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Create expectations that sometimes patients must tolerate poor service
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Produce telephone messaging that weaves patients through a maze of options
Correct Answer
A. Treat people the way they want to be treatedExplanation
The correct answer is "Treat people the way they want to be treated". Demonstrating courtesy involves understanding and respecting the preferences and needs of others. By treating people the way they want to be treated, we show them respect, empathy, and consideration. This approach promotes positive interactions and fosters a culture of kindness and understanding. It is important to prioritize the needs and preferences of others to create a harmonious and respectful environment.Rate this question:
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- 8.
Who participates in customer service?
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Everyone
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Just the front office
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Just the nursing staff
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Just the staff that comes in contact with the patients
Correct Answer
A. EveryoneExplanation
Customer service is not limited to a specific department or role within an organization. It involves every individual who interacts with customers, whether it is the front office, nursing staff, or any other staff members who come in contact with patients. Each person has a role to play in providing a positive customer experience and meeting the needs of the customers. Therefore, the correct answer is "Everyone."Rate this question:
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- 9.
What are some of the training tools of AMSURG CARES?
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Empathy
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Scripting
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Communication
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Stress Management
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Problem Solving
Correct Answer(s)
A. Empathy
A. Scripting
A. Communication
A. Stress Management
A. Problem SolvingExplanation
The correct answer includes empathy, scripting, communication, stress management, and problem-solving as training tools of AMSURG CARES. These tools are likely used to train employees in various aspects of patient care and customer service. Empathy helps employees understand and connect with patients on an emotional level. Scripting ensures consistent and effective communication with patients. Communication is essential for clear and effective interactions with patients and colleagues. Stress management techniques are likely taught to help employees cope with the demands of their job. Problem-solving skills are important for addressing issues and finding solutions in patient care situations.Rate this question:
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- 10.
What does the acronym CARES mean?
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Customers, Appreciated, Respected, Engaged, Satisfied
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Customers, Appreciated, Respected, Enraged, Satisfied
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Customers, Antagonized, Respected, Engaged, Satisfied
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Customers, Antagonized, Respected, Enraged, Satisfied
Correct Answer
A. Customers, Appreciated, Respected, Engaged, SatisfiedExplanation
The acronym CARES stands for Customers, Appreciated, Respected, Engaged, Satisfied. This means that the company values its customers and aims to make them feel appreciated, respected, engaged, and ultimately satisfied with their experience.Rate this question:
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Quiz Review Timeline (Updated): Mar 19, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 19, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 31, 2013Quiz Created by
Sara Sweitzer
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