Telephone Communication Skills

Date/Time: 07/16/2024, 12:00 pm

Provider: FHPCA

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What kind of first impression does your agency make on the phone?

Is this something you’ve even considered? To be fair, telephone rapport can be difficult in transactional calls. This webinar will cover a peer coaching program that can lead to lasting change, but it will also deliver bite-sized skills that can be implemented quickly and result in significantly better patient experiences. The competition is fierce, and this is one area where you can differentiate yourself.
  • Create your organization’s sustainable phone greeting
  • Understand four call management tactics that significantly improve patient experience
  • Ditch the scripts and use a four-step process to connect on every call
  • Launch a DIY peer coaching program


Jennifer calls two healthcare organizations seeking information. Her impression of the first is that they are attentive, competent, and ready to help. The second organization feels indifferent, unfriendly, and abrupt. This impression was formed from a single phone call. Poor telephone behaviors – whether systemic or interpersonal – reduce access and could be a top branding issue. Healthcare providers have less to fear from competitors offering the same services than from indifference of a team member.
How can you sustain the gains implemented as a result of attending this webinar? You can’t observe every telephone call. The solution is a peer coaching program to reinforce agency standards throughout the year. A peer call coaching program is the most effective way to sustain positive call behaviors and customer satisfaction. By the end of this webinar attendees will have a simple, ready-to-implement program.


  • Hospice
  • Home Health
  • Home Care
  • Palliative Care


This informative session is designed for team members involved in the patient experience. It will benefit call center managers, leaders, managers responsible for customer service staff, training managers, human resources personnel, referral and intake staff, and anyone who wants to improve their customer service phone skills.


  • 20 empathetic telephone phrases
  • Customizable peer call coaching template
  • Pre-hire assessment tool for effectively evaluating candidates for positions requiring excellent phone skills
  • Training log
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided, however there are no pre-approved CEs associated with this webinar
NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Presented BySusan Keane Baker

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