Staff Training

Rationale

  • There is software on the market that tells your staff a lot about the patient in front of them. Software can deliver financial information, insurance information and medical information but no software can tell your staff how to interact with the patient.
  • Some produce a script. Some prompt them if they didn't cover a topic. None of them show the staff how to use their voice and body language to the best advantage. None of them explain the principles of effective listening or subtle persuasion.
  • You are just rolling the dice and hoping your staff picked up some skills from their life experience.
  • You have just spent many thousands of dollars on Indy Car software and you are going to ask your mechanics to drive it because they know a lot about cars. Good luck with that!

Training Topics

  • Point of service collection techniques
  • Principles of customer service
  • Effective listening
  • The art of persuasion
  • The art of negotiation
  • Leadership
  • Working on the telephone
  • Effective verbal communication
  • Financial counseling - the challenge
  • Body language - the tell all

Methodology and Overview

  • Each Session lasts from one to two hours depending on the topic and the amount of practical roll playing desired.
  • The trainer will present for 45 minutes to an hour taking questions during the presentation.
  • The trainer will then pose some practical problems which the trainees will work together to solve.
  • The trainer will lead a discussion of the solutions and tie them to the principles being taught.
  • At the end of the session the trainer will summarize and pass out the handouts.
  • All trainees are given the trainer’s e-mail address and telephone number and encouraged to submit questions and real work scenarios that come up as they apply the new principals in the coming weeks.

Goals

Our goal is to introduce your staff to communication techniques they will not learn elsewhere. They may know the technical aspects of their work in registration or patient accounting, but few have had training in the subtle use of their own voice and body language so that they can serve your patients in a truly professional manner.

We want to give your best registrar the confidence to ask for payment without offending the patient or the attending nurse. Your staff will learn the difference between “going through the motions” customer service and real customer service that is caring and focused on the patient and the hospital.