Telephone Rapport: Applying Bite-Sized Skills for Big Results

Date/Time: 11/05/2020, 2:00 pm - 8:30 pm

Provider: FHPCA

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10:00 am – 11:30 am HST
11:00 am – 12:30 pm AKT
12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET

Looking to significantly improve patient experience? Customer service and satisfaction start with the first phone call. Ensure staff are connecting with customers and exemplifying the agency’s mission with every call. Learn bite-sized skills that can be implemented quickly and effectively for big results.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

  • Use voicemail for outbound messaging that attracts new patients
  • 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

WEBINAR DETAILS

Jennifer calls two healthcare organizations seeking information. Her impression of the first organization 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 on the part of a team member. To be fair, telephone rapport can be difficult to accomplish because calls tend to be transactional. This webinar will cover bite-sized skills that can be implemented quickly and result in significantly better patient experiences.

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.

Attendance certificate provided to self-report CE credits.

WHO SHOULD ATTEND?

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

TAKE-AWAY TOOLKIT

  • 20 empathetic telephone phrases
  • Customizable peer call coaching template
  • Pre-hire assessment tool for effectively evaluating candidates for positions requiring excellent phone skills

This webinar is available exclusively through the Hospice & Home Care Webinar Network.

PLEASE NOTE: Webinar content is subject to copyright and intended for your individual organization’s use only.

Photo Susan Keane Baker

MEET THE PRESENTER

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