Positive Interactions Leading to Patient & Staff Satisfaction
Positive interactions between staff and patients lead to satisfaction for everyone involved. Front-line staff provide a vital and often overlooked role in enrollee and patient engagement and in supporting care plan adherence and self-management of individuals’ conditions. Building core customer service skills can positively impact enrollee and patient satisfaction, improve staff satisfaction, improve enrollee/patient loyalty, and decrease no-show rates. In this interactive training, experienced HMA coaches will teach participants about how their role drives enrollee and patient-driven loyalty, the value of self-presentation, how staff influence enrollee and patients’ perception of the organization, and demonstrate effective communication and management of enrollee and patient complaints. The training is primarily geared toward care managers, care teams members, reception and front-desk staff, medical assistants, and other similar positions. The training can accommodate up to 20 participants and is conducted virtually via an online video platform. Total training time is six hours and can be divided into shorter sessions upon request. Customization options include: scope modifications and onsite HMA participation. Training content can be customized to the specific priorities and experience of the ACO or CP. The training can also be customized for larger or smaller groups. Group size will influence pricing. TA support will be provided via online audio/video technology unless otherwise requested. Onsite HMA participation will influence pricing.