Telephone Etiquette for Healthcare Professionals

Course overview

The patient experience at your facility is not limited to face-to-face contact. Telephone experiences are just as valid. As a healthcare professional, it is important to be well-prepared for telephone calls and leaving messages, as well as being customer service minded when encountering patients, their families or other professionals on the phone. In this course, you will learn best practices for answering the telephone, calling others, and utilizing voicemail and phone options such as hold and transfer. Suggested Audience: Hospital Business Office, HIM Department, healthcare staff of any certification, licensure, or classification, as well as non-licensed/non-certified staff positions If you have any questions regarding this course, please contact hthtech@hometownhealthonline.com. Upon completion of this webinar, you should be able to: -Recognize common complaints related to telephone experiences -Explain your role in patient experience through telephone calls -Demonstrate proper telephone holding and transferring -Identify creative professional ways to share information with callers -Describe voicemail and professional calling best practices. Learning Outcome Standard: Based on professional telephone etiquette standards available from online industry and customer service standards research. Learning Outcome Conditions: As an IACET Authorized Provider, HomeTown Health, LLC offers CEUs for its programs that qualify under the ANSI/IACET Standard. HomeTown Health, LLC is authorized by IACET to offer 0.1 CEU for this program. A full list of approved IACET organizations can be found on www.iacet.org. In order to receive 0.1 CEU credit/1 credit hour for this course, you must: - Complete course in its entirety. - Complete course within 30 days. - Pass all assessments with an 80% or better. - Complete Online Course Evaluation. Handouts provided in the Digital Library. Definitions for course terms are included in the HTHU GLOSSARY.