登录查看更多内容

What are the best practices for providing phone support in the healthcare industry?

由人工智能和领英社区提供技术支持

Phone support is a vital channel for delivering quality customer service in the healthcare industry. Whether you are a receptionist, a nurse, a doctor, or a billing specialist, you need to communicate effectively and empathetically with your callers. In this article, we will share some of the best practices for providing phone support in the healthcare industry, covering topics such as phone etiquette, feedback and evaluation, privacy and security, and common challenges and solutions.

此文章中的业界达人

由社区从 7 条内容中精选。了解更多

Precious Biola Dania {ACICRM} ??

Customer Service Expert || Helping Businesses Enhance Customer Satisfaction and Retention globally |Creative Content…
Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan…

1 Phone etiquette

Phone etiquette is a set of rules and guidelines that govern how you interact with your callers. It plays a critical role in reflecting your professionalism, respect, and care for them. To ensure good phone etiquette in the healthcare industry, it is important to use a friendly and warm tone of voice, but without being too casual or informal. Identify yourself and your role, and ask for the caller's name and reason for calling. Utilize active listening skills such as paraphrasing, summarizing, and asking open-ended questions. Additionally, avoid interrupting, arguing, or using jargon or slang. Make sure to provide clear and accurate information, and confirm the caller's understanding and agreement. Apologize for any inconvenience or error, and offer a solution or alternative. Lastly, thank the caller for their time and patience, end the call politely and positively, document the call details, and follow up on any action items or promises.

添加您的观点

Precious Biola Dania {ACICRM} ??

Customer Service Expert || Helping Businesses Enhance Customer Satisfaction and Retention globally |Creative Content Writer
举报内容
Best practices in providing phone support in the healthcare industry include ensuring Health insurance , offering empathetic and patient-centered communication, providing accurate and timely information, maintaining confidentiality, offering multilingual support if needed, and documenting all interactions thoroughly.

已翻译

赞
Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan Personal de Retiro PPR | Seguro de Vida | Gastos Médicos Mayores | Ahorro | ?? ?? ???
举报内容
Implica responder con prontitud y cortesía, utilizando un tono de voz calmado y profesional. Es importante escuchar activamente las preocupaciones del paciente, brindar información clara y precisa, y mostrar empatía en todo momento. Además, mantener la confidencialidad de la información del paciente es esencial para construir confianza. Al seguir estas mejores prácticas de etiqueta telefónica, se puede garantizar una experiencia positiva para el paciente, promoviendo así la satisfacción y la lealtad hacia la institución de salud.

已翻译

赞

2 Feedback and evaluation

Feedback and evaluation are integral for improving your phone support skills and performance. They allow you to recognize your strengths and weaknesses, while learning from successes and mistakes. Feedback and evaluation can come from various sources, such as callers, supervisors, peers, or yourself. For the healthcare industry, there are numerous methods of feedback and evaluation, such as customer satisfaction surveys or ratings to measure your callers' satisfaction and loyalty. Call monitoring or recording can also be used to review your calls and evaluate your phone etiquette, communication, and problem-solving skills. Additionally, peer coaching or mentoring provide an opportunity to exchange tips and feedback with colleagues while gaining insight into their experiences and best practices. Finally, self-evaluation or reflection can help you analyze your own calls and set goals for improvement.

添加您的观点

Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan Personal de Retiro PPR | Seguro de Vida | Gastos Médicos Mayores | Ahorro | ?? ?? ???
举报内容
Al recibir retroalimentación, ya sea de clientes, colegas o supervisores, se obtiene una perspectiva invaluable sobre el desempe?o y áreas de oportunidad. La evaluación objetiva de los resultados permite identificar fortalezas y debilidades, así como establecer metas realistas y alcanzables. Es crucial fomentar una cultura que valore y promueva la retroalimentación constructiva, donde se reconozca el esfuerzo y se brinde apoyo para el desarrollo profesional. De esta manera, la retroalimentación y la evaluación se convierten en herramientas poderosas para impulsar el crecimiento individual y organizacional.

已翻译

赞

3 Privacy and security

Privacy and security are essential for protecting callers' personal and medical information from unauthorized access or disclosure, which is also required by laws and regulations such as HIPAA in the US or GDPR in the EU. To ensure privacy and security, healthcare providers should use secure and encrypted phone lines or software to prevent hacking or eavesdropping. Additionally, it is important to verify a caller's identity and authorization before sharing or requesting sensitive information. Furthermore, the minimum necessary rule should be followed, meaning only accessing or disclosing the information that is needed for the purpose of the call. Furthermore, proper disposal methods such as shredding or deleting should be used for any paper or electronic records containing confidential information. Lastly, any breach or incident should be reported to your supervisor and the appropriate authorities.

添加您的观点

Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan Personal de Retiro PPR | Seguro de Vida | Gastos Médicos Mayores | Ahorro | ?? ?? ???
举报内容
En la era digital, la privacidad y la seguridad son aspectos esenciales que deben ser salvaguardados en todos los ámbitos. Esto es especialmente crítico en entornos donde se maneja información sensible, como en la atención médica y servicios financieros. Garantizar la protección de los datos del cliente no solo es una responsabilidad ética, sino también una necesidad legal y una garantía de confianza. Implementar medidas robustas de seguridad cibernética y cumplir con las regulaciones de privacidad pertinentes son pasos cruciales para preservar la integridad de los datos. Además, educar a empleados y clientes sobre prácticas seguras en línea fortalece aún más la protección de la información confidencial.

已翻译

赞

4 Common challenges and solutions

Phone support in the healthcare industry can pose some common challenges that require special attention and skills, such as dealing with angry or emotional callers, handling complex or sensitive issues, managing high call volume or long wait times, and coping with stress or burnout. To address these challenges, one should use empathy and compassion to understand and acknowledge the feelings and needs of callers, as well as clear and simple language to explain their issues. Additionally, prioritization and escalation techniques should be used to handle urgent or difficult calls, as well as time management and productivity tools to optimize workflow. Finally, stress management and self-care strategies should be employed to cope with the pressure of the job, and seek support from a supervisor or professional if needed.

添加您的观点

Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan Personal de Retiro PPR | Seguro de Vida | Gastos Médicos Mayores | Ahorro | ?? ?? ???
举报内容
Los desafíos son inevitables en cualquier área de trabajo, pero la verdadera medida radica en cómo se enfrentan y superan. Identificar los desafíos comunes, ya sea en el servicio al cliente, gestión de equipos o desarrollo de negocios, permite buscar soluciones efectivas y preventivas. La comunicación abierta y la colaboración entre colegas son fundamentales para abordar estos desafíos de manera proactiva. Además, la capacidad de adaptación y la disposición para aprender de los errores fortalecen la resiliencia y conducen a soluciones innovadoras. Al enfrentar los desafíos con determinación y creatividad, se pueden convertir en oportunidades para el crecimiento personal y profesional, impulsando así el éxito a largo plazo.

已翻译

赞

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Arturo Flores

Te ayudo a Crear y Proteger tu Patrimonio | Especialista en ofrecer seguridad financiera | Agente de Seguros | Plan Personal de Retiro PPR | Seguro de Vida | Gastos Médicos Mayores | Ahorro | ?? ?? ???
举报内容
Comprender las necesidades del cliente hasta analizar las capacidades internas y externas, cada detalle puede influir en la toma de decisiones. La planificación estratégica, la evaluación de riesgos y la flexibilidad ante los cambios son fundamentales para enfrentar los desafíos con éxito. Además, mantener un enfoque en la calidad, la innovación y la mejora continua garantiza la excelencia operativa a largo plazo. Al tener en cuenta estos aspectos clave, se puede desarrollar una visión integral que guíe hacia resultados exitosos y sostenibles.

已翻译

赞
Sherif Sabry

?? LinkedIn Top 1% Customer Service Voice and Expert | B2B Marketing and Sales Professional Manager | Chemicals Import and Export Specialist (MEA)
举报内容
Customer service representatives should maintain a high level of professionalism and empathy when interacting with patients and their caregivers. It's essential to demonstrate compassion and understanding, especially when dealing with individuals who may be experiencing distress or uncertainty about their health. Train customer service representatives to effectively handle calls related to medical emergencies or urgent healthcare needs. This may involve establishing a clear protocol for triaging calls and directing patients to appropriate resources.

已翻译

赞

Customer Service

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the best practices for providing phone support in the healthcare industry?

1

2

3

4

5

1 Phone etiquette

2 Feedback and evaluation

3 Privacy and security

4 Common challenges and solutions

5 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

更多Customer Service相关文章

更多相关阅读内容

What are the best practices for providing phone support in the healthcare industry?

1

2

3

4

5

1 Phone etiquette

2 Feedback and evaluation

3 Privacy and security

4 Common challenges and solutions

5 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

查看其他技能