Making the Connection: Telephone Skills That Enhance Branding, Access, & Patient Loyalty

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 focus on creating connections with patients, clients, and other callers in a way that differentiates your organization.

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.

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, human resource personnel, referral and intake staff, and anyone who wants to improve their customer service phone skills.