Virtual Healthcare Customer Service Training Course

Course Highlights

This customer service basics course for healthcare professionals will:

• Explain the importance of enhancing the patient experience as patients move through the continuum of care.
• Review professional communication skills for face-to-face interactions.
• Introduce best practices for communicating with care over the phone and by email.
• Share tools for active listening to better understand patients’ concerns and fears.
• Highlight strategies for managing difficult people and handling challenging situations in healthcare settings.

Course Overview

Although customer service skills are broadly applicable across industries, healthcare professionals face unique circumstances that require tailored communication strategies. This course provides healthcare professionals with the tools needed to improve patient interactions and deliver a positive patient experience, even in stressful or challenging situations.

The program is delivered in two interactive, instructor-led segments. Participants will learn how to meet service standards, improve communication during face-to-face and telephone interactions, and master the nuances of empathetic communication and de-escalation. Additionally, the course covers how to handle stress and prevent burnout, ensuring healthcare professionals are equipped to offer patient-centric care.

Ideal for both seasoned healthcare teams looking for a refresher and organizations taking the first steps toward building a patient-centric culture, this program emphasizes practical, healthcare-specific communication techniques that improve patient satisfaction.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

• Recognize what patient satisfaction and great service look like in a healthcare setting.
• Identify the different customers in healthcare environments and understand their expectations.
• Interact professionally with patients and families in face-to-face situations.
• Use strategies to send clear and concise messages when speaking and writing.
• Apply best practices for presenting a professional image on the telephone.

Segment One Modules

• A Matter of Service: Understanding the Patient Experience
• Great Expectations: Exploring What Internal and External Customers Want
• Clarity Counts: Removing Ambiguity from Communication
• A Great Send-Off: Formulating Effective Messages
• Long-Distance: Best Practices for Telephone Communication

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

• Practice active listening and respond with empathy.
• Handle difficult patients, family members, and colleagues effectively.
• Create positive outcomes when facing challenging situations.
• Manage stress and avoid burnout.

Segment Two Modules

• Affective, Cognitive, and Somatic Empathy: Understanding Patients and Families
• What’s Said and What’s Not Said: Receiving and Interpreting Messages
• Navigating Thorns: De-escalating Tense Situations
• Stress Management: Preventing Burnout

Target Audience

This virtual training program is designed for:

• Healthcare professionals who want to improve their patient communication skills.
• Teams in healthcare settings who want a refresher on customer service best practices.
• Healthcare organizations seeking to foster a patient-centric culture.

Suggested Format

• Two-Segment Virtual Classroom Course

Questions This Page Answers About Customer Service Training in Healthcare

• Who offers instructor-led customer service training targeted toward improving the patient experience?
• Where can I find a customer service training program for my hospital employees?
• Who offers a healthcare customer service course online?