Service tracked with these steps
At BayCare Health System in Clearwater, FL, one of the trainers in the admitting and registration department is dedicated solely to improving customer service provided by registration team members.
"The training starts as part of the team member's new hire training," says Candace Gray, MHSA, CMPE, CPEHR, director of admitting and registration at BayCare Health System in Clearwater, FL. "It includes a commitment statement that the team member signs," she says. Here are some ways the department improves service:
A quarterly newsletter on customer service is published for registration team members.
Team members are held accountable for giving "five-star" customer service, by incorporating a customer service goal into their annual performance evaluation.
The trainer completes observations on site, to ensure the team member is using appropriate scripting as trained. "Feedback is given on the team member's progress both positive and opportunities for improvement to the team member as well as the manager," says Gray.
Clear up confusion
When a patient expresses dissatisfaction, are you sure you know which registrar he or she dealt with, or what area of registration?
Joe Moorehead, site director for patient access services at Grant Medical Center in Columbus, OH, says, "One of the main challenges for patient access services is that patients encounter so many different people during their visit. Sometimes, the information given in the survey doesn't truly reflect the experience with our associate."
Moorehead uses information from patient satisfaction surveys, recognition forms, and other internal auditing tools to work with associates on customer service. "We continuously provide feedback to our associates, both one-on-one and in small group sessions, to share examples of ways to engage the consumer. We want to make them feel comfortable during the registration process," he says.
Moorehead looks for examples of registrars treating patients like a family member. "There are times when individual observations are done," he says. "This is only to provide feedback to our associates to ensure success."
At BayCare Health System in Clearwater, FL, one of the trainers in the admitting and registration department is dedicated solely to improving customer service provided by registration team members.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content. TESTING
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