Customer Service Training for Healthcare Professionals Instructor Manual PDF Download
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Author: Reba Haley
Publisher:
ISBN: 9780964659476
Category :
Languages : en
Pages : 178
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Book Description
Customer Service Training for Healthcare Professionals Instructor Manual is a resource for instructors using the paperback Customer Service Training for Healthcare Professionals. The instruction manual is written in English and Spanish for students, interns, and employees that are entering the healthcare workforce. The program based learning provides independent learning, encourages brainstorming and team building approaches. The learning approach is based on adults and is student-centered that is interactive, relevant, and practical in the healthcare industry. Customer Service Training for Healthcare Professionals Instructor Manual is written for healthcare educators, teachers and vocational and, medical instructors that teach students and interns or provide in-service training to employees that work with patients in hospitals, clinics, medical centers, or long-term care facilities. According to the Bureau of Labor, Statistics healthcare is the largest employer in the United States, and employment of healthcare occupations is projected to grow 18 percent from 2018 to 2026, much faster than the average for all occupations, adding about 2.4 million new jobs.Employers in the healthcare field are looking for people with good interpersonal skills that can practice excellent customer service. Healthcare is a business and employers want people to provide the best care to their patients. Often time's healthcare professionals overlook patients as customers; however, patients differ from other customers, in that they don't want to be ill or, a customer. The physician's office or hospital experience can be scary and confusing for patients. Therefore, students and interns and employees as healthcare professionals will learn how to be culturally aware, how to improve customer service, how to demonstrate professional workplace behaviors, achieve patient satisfaction, display empathy and provide quality patient care.
Author: Reba Haley
Publisher:
ISBN: 9780964659476
Category :
Languages : en
Pages : 178
Get Book
Book Description
Customer Service Training for Healthcare Professionals Instructor Manual is a resource for instructors using the paperback Customer Service Training for Healthcare Professionals. The instruction manual is written in English and Spanish for students, interns, and employees that are entering the healthcare workforce. The program based learning provides independent learning, encourages brainstorming and team building approaches. The learning approach is based on adults and is student-centered that is interactive, relevant, and practical in the healthcare industry. Customer Service Training for Healthcare Professionals Instructor Manual is written for healthcare educators, teachers and vocational and, medical instructors that teach students and interns or provide in-service training to employees that work with patients in hospitals, clinics, medical centers, or long-term care facilities. According to the Bureau of Labor, Statistics healthcare is the largest employer in the United States, and employment of healthcare occupations is projected to grow 18 percent from 2018 to 2026, much faster than the average for all occupations, adding about 2.4 million new jobs.Employers in the healthcare field are looking for people with good interpersonal skills that can practice excellent customer service. Healthcare is a business and employers want people to provide the best care to their patients. Often time's healthcare professionals overlook patients as customers; however, patients differ from other customers, in that they don't want to be ill or, a customer. The physician's office or hospital experience can be scary and confusing for patients. Therefore, students and interns and employees as healthcare professionals will learn how to be culturally aware, how to improve customer service, how to demonstrate professional workplace behaviors, achieve patient satisfaction, display empathy and provide quality patient care.
Author: American Heart Association
Publisher:
ISBN: 9781616698485
Category :
Languages : en
Pages :
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Book Description
20-2804
Author: Reba Haley Ph D
Publisher:
ISBN: 9780964659445
Category :
Languages : en
Pages :
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Book Description
Customer Service for Healthcare Professionals is written specifically for students, interns and employees who are in the healthcare field and with or, take care of patients in a hospital, clinic, medical center and long term care facility. The central theme of the book is to help allied health students, interns and employees improve customer service skills, professional workplace behaviors and patient satisfaction. The book is unique and includes; group activities, self-assessments and customer service questionnaires to reinforce the customer service principles and techniques. The healthcare techniques and strategies help professionals create positive patient experiences and customer satisfaction. Healthcare professionals learn to effectively communicate, greet patients, schedule appointments and work in health care teams. Healthcare professional develop identification systems to avoid medical errors and HIPPA violations and fines. The CARE acronym is the characteristics and qualities of healthcare professionals. The CARE skills helps employees determine and meet patients' needs and concerns. People who work with or take care of patients identify and understand personality types and kinds of customer behaviors to solve problems and handle complaints quickly. Healthcare professionals develop relationship building skills to improve patient interaction. Good customer service is linked to patient satisfaction, patient referrals, promotions and pay increases. Since, the Affordable Care Act (ACA) individuals have more options in selecting their physician and healthcare coverage. Therefore, to remain competitive healthcare facilities are seeking employees with superior customer service skills.
Author: American Red Cross
Publisher:
ISBN: 9781732995734
Category :
Languages : en
Pages :
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Book Description
Author: Rob Anderson
Publisher:
ISBN: 9781495368790
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Rob Anderson has taken a fresh new approach to service of the elderly. His concise and clear suggestions and helpful check lists should make every front office, manager and nurse more effective and empathetic.
Author: Ken Blanchard
Publisher: McGraw Hill Professional
ISBN: 0071817859
Category : Business & Economics
Languages : en
Pages : 176
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Book Description
Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
Author: Wendy Leebov
Publisher: Createspace Independent Publishing Platform
ISBN: 9781479364053
Category : Medical personnel and patient
Languages : en
Pages : 0
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Book Description
Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.
Author: Nancy Peterfreund
Publisher:
ISBN:
Category : Community mental health services
Languages : en
Pages : 184
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Book Description
Author:
Publisher:
ISBN:
Category : Vocational education
Languages : en
Pages : 894
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Book Description
Author: Tim Berthold
Publisher: John Wiley & Sons
ISBN: 0470496797
Category : Medical
Languages : en
Pages : 594
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Book Description
Foundations for Community Health Workers Foundations for Community Health Workers is a training resource for client- and community-centered public health practitioners, with an emphasis on promoting health equality. Based on City College of San Francisco's CHW Certificate Program, it begins with an overview of the historic and political context informing the practice of community health workers. The second section of the book addresses core competencies for working with individual clients, such as behavior change counseling and case management, and practitioner development topics such as ethics, stress management, and conflict resolution. The book's final section covers skills for practice at the group and community levels, such as conducting health outreach and facilitating community organizing and advocacy. Praise for Foundations for Community Health Workers "This book is the first of its kind: a manual of core competencies and curricula for training community health workers. Covering topics from health inequalities to patient-centered counseling, this book is a tremendous resource for both scholars of and practitioners in the field of community-based medicine. It also marks a great step forward in any setting, rich or poor, in which it is imperative to reduce health disparities and promote genuine health and well-being." Paul E. Farmer, MD., PhD, Maude and Lillian Presley Professor of Social Medicine in the Department of Global Health and Social Medicine at Harvard Medical School; founding director, Partners In Health. "This book is based on the contributions of experienced CHWs and advocates of the field. I am confident that it will serve as an inspiration for many CHW training programs." Yvonne Lacey, CHW, former coordinator, Black Infant Health Program, City of Berkeley Health Department; former chair, CHW Special Interest Group for the APHA. "This book masterfully integrates the knowledge, skills, and abilities required of a CHW through storytelling and real life case examples. This simple and elegant approach brings to life the intricacies of the work and espouses the spirit of the role that is so critical to eliminating disparities a true model educational approach to emulate." Gayle Tang, MSN, RN., director, National Linguistic and Cultural Programs, National Diversity, Kaiser Permanente "Finally, we have a competency-based textbook for community health worker education well informed by seasoned CHWs themselves as well as expert contributors." Donald E. Proulx, CHW National Education Collaborative, University of Arizona
