by: Dr. David Tanner
- Provider training starts with the onboarding processes for customer service, defining what the program is providing to customers and the shareholder’s expectations for service.
- Sales staff customer service monitoring is an ongoing process requiring evaluation of the sales interactions with clients, education of techniques for sales, and evaluation of outcomes for sales visits.
- Internal customer service is important. The emergency department and the lab play an important role in many programs’ after-hours care. Monitoring the service provided and discussing ways to facilitate the processes to improve customer service.
- The main drivers of customer service delivery, are timeliness, access, and quality of customer service.
- To prevent survey fatigue, patients are provided with a survey on a tablet to complete in real-time. This provides an easy process for patient satisfaction. Clients are evaluated periodically through meetings on-site, telephonically, after patient visits, and through annual surveys.
