ADM 147 - Customer Service Health Care

Credits: 3
Lecture Hours: 3
Lab Hours: 0
Practicum Hours: 0
Work Experience: 0
Course Type: Voc/Tech

Students will become aware of the impression they have on customers as they represent the organization as the first point of contact. Emphasis will be placed on customer-focused listening skills, as well as maintaining professionalism and self-discipline.
Competencies

1. Comprehend diversity issues in dealing with the customer
   1. Explain the importance of respecting each customer as a unique individual
   2. Review communication challenges and other barriers due to cultural diversity
   3. Discuss being sensitive to the varying degrees of customer familiarity with technology
   4. Interpret the legal and moral responsibilities in serving customers with disabilities and HIPAA privacy issues
2. Develop a professional attitude needed for working in an office
   1. Explain how confidence affects customer service
   2. Determine the internal and external customer you support
   3. Demonstrate a positive attitude with tone of voice and body language; show enthusiasm when handling each individual’s requests
   4. Develop active, customer-focused listening skills
   5. Choose to be proactive and tactful in resolving customer issues
   6. Acquire the understanding that customers want to feel: understood,  welcome, important, and comfortable
   7. Demonstrate self-discipline in tense situations
   8. Develop open lines of communication with internal and external customers
3. Evaluate methods to ease customer and coworker tension
   1. Assess appropriate nonverbal communication
   2. Avoid assumptions while understanding the situation
   3. Practice paraphrasing what has been said for clarity
   4. Compare and contrast  a variety of challenging personality types
   5. Demonstrate empathy and understanding
4. Analyze the ever-changing role of technology in the area of Customer Service
   1. Break down the benefits and drawbacks of technology as part of the customer’s experience
   2. Apply responsible use of data acknowledging privacy, security, and sensitivity
   3. Utilize technology ethically and with proper protocol
   4. Demonstrate how to communicate effectively via email, internet, cell phones, and instant messaging/voice mail
   5. Display patience when training customers with the technology being used as a necessary part of their visit
5. Analyze and evaluate situations found in medical office settings within a simulated office environment
   1. Demonstrate positive and effective interactions with both patients and staff
   2. Solve common patient problems effectively by observing, interpreting, and using knowledge and available data
   3. Demonstrate behaviors consistent with the medical profession such as awareness of legalities, patient rights, and HIPPA
   4. Demonstrate professional communication and listening skills
6. Implement the patient-centered approach for customer service
   1. Acknowledge all those involved in patient-centered care
   2. Identify and respect diversity in health care, providing effective communication
   3. Advocate for prevention of disease, wellness, and maintaining a healthy lifestyle
   4. Discuss being sensitive and nonjudgmental in regard to clients’ health issues