When a patient walks in your front door, you never know what you’ll get. The good news is your reception staff have more control in these situations than they realize.
Sure, most patients that come into your practice are pleasant, but they’re not the problem. Whether a patient is upset because their medical records aren’t ready, your physician is running seriously behind, or the amount they owe is more than they thought, it’s your front desk team’s communication skills that will turn things around.
However, it’s a mistake to assume that your front desk staff have all of the necessary skills to defuse these delicate situations. Without the proper skills, your patient retention will go down, just like your practice’s reputation. Don’t make this error.
You can help your front desk team master the communication skills necessary to turn around even the angriest patients, and that’s where healthcare consultant and patient relations expert Susan Childs comes in. She shares proven communication strategies developed in the trenches working with patients. In just 60 minutes, Susan will equip your entire reception team with the communication tools necessary to satisfy even your most difficult patients.
During Susan’s online training, your entire front desk team will receive proven communication strategies that will help them have more success when dealing with difficult patients:
- Expertly master the delicate balance between being polite and being firm
- Successfully de-escalate seriously angry patients without losing them
- Skillfully employ emotional intelligence skills to get your point across
- Adeptly mirror patient body language to show empathy & strength
- Accurately identify which patients are most likely to cause chaos and be ready
- Cleverly utilize assertive communication skills to improve outcomes
- Effectively establish communication boundaries to protect against verbal abuse
- Easily pivot communication styles during patient conversations to get better results
- And much, much more …
Having effective communication skills doesn’t just refer to the words your front desk staff uses, but also their body language and facial expressions. That’s what makes effective communication so tricky and exactly why your practice needs to register for this expert-led training right away.
Whether your reception staff are all new or seasoned veterans, enhancing your communication skills will make their jobs less stressful, improve patient satisfaction, and increase patient retention.
Don’t delay. Register for Susan’s 60-minute front desk patient communication online training today.
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The founder of Evolution Healthcare Consulting, Susan Fink Childs has over 30 years of experience in healthcare, who serves as a medical practice advisor for a diverse array of physicians and medical systems.
Susan also serves as educator, providing workshops and training in communications nationwide. Her trusted and proven approaches help practices establish conscious processes that actively promote self-awareness, creating high performance symbiotic teams.
As an orator, thought leader, and communications specialist, Ms. Childs is a national speaker and international author on emotional intelligence and leadership, communication, collaboration, operations, and conflict resolution. Her established professionalism relates to leadership and EQ training and retreats, personnel, and customer service.
Her book “The Emotionally Intelligent Physician Leader” encompasses the world of a physician and staff; their communication and connections with peers and patients.
