How to Transform Front Office Staff into True Patient Care Coordinators-How To Transform Front Office Staff into True Patient Care Coordinators Recording

How To Transform Front Office Staff into True Patient Care Coordinators Recording

Video Transcription

Video Summary

In this webinar, Michelle Smith discusses the importance of having a well-trained and skilled patient care coordinator (PCC) in a hearing practice. The PCC is often the first point of contact for prospective patients and plays a crucial role in promoting the practice and ensuring a positive patient experience. Smith emphasizes the need for the PCC to be an ambassador for the practice, focusing on the patients and their needs rather than just completing tasks. Effective communication and messaging are key to achieving this, along with skills such as empathy, problem-solving, and listening. Smith also discusses the importance of training and ongoing development for the PCC, as well as the need for clear job descriptions and measurable goals. Confirmations are highlighted as a crucial part of the patient care process, and Smith provides tips on how to deliver effective confirmation messages. The webinar also covers the importance of appearance, technology skills, and monitoring PCC performance. Overall, the webinar provides valuable insights and practical advice for developing a performance-driven front office staff in a hearing practice.

Keywords

webinar

Michelle Smith

patient care coordinator

PCC

hearing practice

ambassador

communication

training

development