NEW FOR 2012

Healthcare Client Services Webinar Series

I. Listening to Patients is the Key February 14th

Whether a patient is making a normal annual visit to their doctor or is seeking medical assistance due to illness, really hearing the patient is the key to the making a good impression and bringing their issue to a successful conclusion. People who feel as though they are being paid attention to (through active listening) are much more likely to be satisfied – even if the medical organization cannot completely fulfill their request.

However, active listening is not easy. Most people have had training in speaking, reading and writing. Very few people have had formal training in listening well. Combine that with time constraints and the repetitive nature of patient requests and the results are not always positive.

This online seminar leads employees to a better understanding of the importance of listening in the service experience and gives them a simple, yet effective, system for actively listening to patients.

II. Phrasing for Successful Conclusions March 14th

Communicating with patients in a positive way can be difficult – especially in situations where the representative can’t tell the patient exactly what it is that they want to hear. Every service experience leaves the client with an opinion of the service provider, the service received and the organization. Therefore, we need to learn to phrase answers to tough questions in a way that reflects concern and a positive service attitude. This webinar makes participants aware of the power behind their words and the way they use them.

III. A Professional Telephone Image April 11th

To the patient or other concerned parties, the entire impression of the organization comes from that voice on the other end of the telephone line. This puts pressure on the medical professional to develop excellent telephone skills and use those skills in each and every encounter. These skills include proper use of tone of voice and attention to speech patterns.

IV. Taking Angry Customers from Unreasonable to Reasonable May 16th

When people are angry, they sometimes act in unreasonable ways. Anger amplifies feelings while inhibiting clear thought processes. When service representatives attempt to resolve issues by trying to reason with unreasonable customers, the results are not good. In this webinar, employees are provided with a better understanding of the psychological effects of anger on a person’s behavior and learn a four-step process that helps the patient or other concerned parties move from an unreasonable state of mind to a more reasonable one in which problem solving can take place successfully.

V. Serving Internal Customers – Working Together for Service Success June 13th

To serve an organization’s external customers (the end users of their products and services), employees must work together in an atmosphere of mutual trust and support. Of the three dimensions of quality service – human, business and hidden – the latter might just might be the most important. The hidden dimension includes all those things that go on behind the scenes that the clients don’t see. These include the policies, procedures, rules, regulations, work flow and most importantly, the relationships of the business’ employees. Without the hidden dimension being in good working order, service to the external customers always suffers. This webinar will give the attendees an overview of their part in this important dimension and focus on how to build and maintain good working relationships.

To REGISTER for this informative webinar series or for more information, please contact us at:

jodi@aboutcontinuum.com or call 256-620-1603.

Continuum Education + Training also offers an extensive and varied list of classes and seminars designed to improve and enhance the skills of healthcare professionals. Topics include:

• Fundamental and advanced healthcare accounting
• Financial analysis
• Fraud prevention
• Customer communication
• Responding to high bill complaints
• Effective decision making

All of Continuum's courses are taught by professionals with real-world experience in the industry, and are beneficial in improving workplace performance, efficiency and customer relations.