Medical Receptionist Telephone Training

Crafting a powerful medical customer experience can be a tricky thing to do. Hospitals and medical organizations, by their very nature, are places where the customer’s emotions and feeling are most vulnerable.

Think about your last serious trip to a medical facility… what were your emotions at the time? Fear? Anxiety? Uncertainty? Perhaps even anger?

Given the wide range of emotions that are present during a medical customer experience interaction, the role your entire medical staff - from the doctors and nurses down to the medical receptionists and custodians – plays in crafting the patient’s experience with your organization cannot be understated.

Each and every one of these individuals can make a break a customer’s experience with your hospital or medical facility.

An often overlooked element of medical customer service is the role the medical receptionist plays in the customer’s experience. Frequently the medical receptionist is seen as an order taker whose main function is to schedule appointments and provide general information.

While these functions are likely part of any medical receptionist’s job description, they play a much greater role in the customer’s experience than just making appointments and providing general information.

The medical reception’s role in the patient’s experience with your medical facility is to set the stage for an emotionally uplifting and positive experience.

A well trained medical receptionist can transform negative emotions such as anxiety, uncertainty, and fear into happiness, joy, and delight - showing the patient how much your organization truly cares about their emotional well being and experience with your organization.

An effective medical receptionist training program must address not only the technical aspects of the position such as proper telephone etiquette and effective phone procedures and techniques, but must also address the emotional needs of the patient and the role that the medical receptionist plays in addressing these emotional needs.

If you are looking for a truly effective approach to medical receptionist training, The Phone Coach’s 10 Steps to Telephone Excellence video is a great place to start. This phone training video will provide your medical receptionists with the necessary phone etiquette skills and techniques that serve as a critical foundation for crafting an emotionally touching experience with your organization.

After your team members have mastered the basic phone skills and procedures, we will provide a customized learning program that addresses your organization’s unique opportunities to improve the patient’s emotional experience with your organization.

Click the button below to purchase the Phone Coach’s 10 Steps to Telephone Excellence training video and get your medical receptionist training program started today! Interested in more information on our customized learning programs that will dramatically improve your patient’s experience with your organization? Give us a call at the number below or click the Request More Information button to fill out our electronic information request forum!

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