Customized Training and Staff Development E-mail

The ChallengeImage

Healthcare organizations are faced with the haunting dilemma of retaining a staff tailored to their needs; they also face the challenges of improving and sustaining quality customer service. The industry struggles with finding a balance between training and developing staff without disrupting daily operations and keeping with budgetary restraints.

Our Approach to the Solution

With a diversified management team that is experienced in Patient Financial Service training and customer service, PF Concepts will adapt a training program hand tailored to suit the needs of the organization’s core values, philosophies and services.
Our specialists work hard at providing and implementing excellent customer service behavior through out the Patient Financial Services areas. PF Concepts focuses on staff development and quality customer service that provide the foundation needed to maintain consistency.  We accomplish this through:

  • Conducting a proactive review of existing Patient Financial Services departmental operations, procedures, and staff compliment
  • Assessing the registration processes and the affects upon the billing and follow up functions
  • Assessing the patient wait times, from their arrival into the area, until the process is completed
  • Assessing the staff’s operational understanding and their related performance through out the continuum
  • Recommending the implementation of a quality customer service incentive program that will capitalize the staff’s motivated participation
  • Fully engaging senior PF Concepts Specialist through the Talent Development processes

Typical Improvement Include:

  • Increases in productivity due to improved technical knowledge
  • Increases in the accuracy and proficiency of critical demographic and financial data
  • All around reduction in procedural errors
  • Improvements in customer relations through less patient complaints
  • Greater physician satisfaction due to the improved processing of patients, data quality, and overall provision of services
  • Improvements communications within the department and with related areas and departments
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