The front desk of a hospital is the microcosm of a populace – the middle class, the ultra rich, farmers, the very poor, the aging and of course the very frail and ill. All have one item in common; they don’t want to be at the hospital.

The Front Office is the first impression patients have of a Hospital, Nursing Home, Diagnostic Centre etc. and their overall experience in receiving treatment. Personnel in the Front office need to be thoroughly trained to ensure patient satisfaction. With trained people on the job, patients tend to feel comfortable and return to the same organization to receive care, thus generating repeat business.

Course Parts:

• CUSTOMER SERVICE EXCELLENCE AND PATIENT SATISFACTION
  • Relevance and importance of Customer / Patient Service Excellence in Healthcare
  • Effectively handling different Categories of Patients - Paid / Non-Paid, Emergency, VIPs etc..
  • Challenges in Catering to Insurance and other Corporate patients
  • Handling Irate Customers and patient attenders
  • Ensuring patient satisfaction - Contribution of the Front Office
• PERSONAL & BUSINESS ETIQUETTE
  • Body Language, Personality Grooming & its importance in Healthcare
  • Telephone Etiquette - Importance and Impact in Hospitals
  • Dressing sense and basic Grooming tips for the Front Office
• COMMUNICATION IN HEALTH CARE
  • Importance of Communication in Healthcare
  • Communication is Less talking and more Listening - Learn why?
  • Communicating with traumatized patients and their attenders
  • Effective Communication for Front Office involved in Billing and Accounts
  • Communicating and empathizing with attenders of a deceased patient
  • Interdepartmental Communication - Issues and challenges
• BEST MANAGEMENT PRACTICES AND CONCEPTS
  • Team Building / Team Dynamics
  • Attitude building
  • Anger, Conflict, Crisis & Stress Management
  • Multi-tasking