Customer Service Strategies for the Health Care Environment

Course Overview

To stay truly competitive in today’s health care environment, customer-facing organizations understand the value of making service a priority. To help you better serve your members, clients, and customers, AHIP’s Customer Service Strategies for the Health Care Environment online course provides you with the tools to turn your team into customer service stars, so your entire organization benefits.

Learning Objectives

What You’ll Learn

  • How to create a customer-driven organization
  • Discover time-tested strategies for improving relationships with customers, including how to address the most common customer complains
  • Become a better manager: learn how effectively manage and tap into the skills of today’s multi-generational workforce
  • Get a solid overview of the accreditation process and how it relates to customer service
  • Define leadership qualities and the roles of effective leaders
  • Explore new methods for monitoring problem areas
  • Take home new tools for analyzing business service cycles
  • Practice smart tactics for more effective communication
  • Remove the barriers to outstanding service

Who Should Take This Course

  • Account managers
  • Business solutions specialists
  • Call center employees
  • Consumer and customer advocates
  • Customer service representatives
  • Eligibility business analysts
  • Managers
  • Technical advisors

Module 1: The Fabric of the Health Care industry

Module 2: The Business Philosophy of an Outstanding Health Care Organization

Module 3: Customer Service that Makes a Difference

Module 4: Customer Service-Your Most Important Product

Module 5: Cultural Competency- Embracing Diversity and Inclusion

Module 6: Tear Down the Seven Barriers to Outstanding Customer Service

Module 7: Strategies for Delivering Quality Service

Module 8: Adapting You Message for Today's Affordable Care Marketplace

Module 9: Tools for Clear Communication

Module 10: When Nothing You Do Seems to Work

Module 11: Telephone Strategies

Module 12: How to Learn About your Customer

Module 13: How to Verify the Quality of your Success

Module 14: How to Analyze the Service Cycles of your Business

Module 15: Criteria for Evaluating the Quality of Service

Module 16: How to Monitor Four Key Problem Areas

Module 17: How to Manage you Customer Service Operation

Module 18: Building a customer Service Team that Works

Module 19: Negotiating with your Health Care Customer

Module 20: Creating Efficiency in your Health Care Business Environment

Module 21: The Management Challenge Hiring Right

Module 22: Developing a Customer Service Training Program

Module 23: The Impact of a Complaint

Module 24: The Most Common Complaints

Module 25: The Value of a Complaint

Module 26: Comments to Avoid Saying to Customers

Module 27: Solutions to Customer Complaints

Module 28: Problem Solving Strategies

Module 29: Accreditation, Provider Impact and Customer Service

Module 30: How Accreditation Affects Customer Service

Price: $385

This Course includes:

   Text-based content

   5 weeks