A good first impression is created with this greeting
"Hello, good morning, good afternoon, I'm blank, how can I help? "
To understand the patient, the most important thing you must learn to do is
What is "to listen."
How many patient identifiers should we use?
What is "two."
Your patient/visitor looks confused when they walk in the door, what do you say to them?
"Good morning, How can I help?"
It is this person's job to provide customer service.
Who is "everyone."
You always _________ at the patient/visitor
Smile
All employees should commit to leaving this at the door
What is their own personal "issues"
How often do you verify patient information to remain compliant with HIPAA?
What is "every patient interaction."
Mary is sitting in the waiting area complaining how long she's waited, what should you do?
Don't ignore Mary. Find out what the delay is and inform her.
Always treat the patients/visitors/co-workers like this.
What is "the way you want to be treated."
It takes about ___ seconds for someone to make an impression
What is "7"
Your patients issues/questions should always be this
What is "your main concern."
When is release of information verified?
What is "every patient encounter where information is shared."
An agitated patient is being loud and disruptive at the front desk, your co-worker is patient and provides direction for the patient. What do you say to your co-worker?
Praise your co-woker for what you saw.
Going the extra ....., will impress your patients
"Mile"
You always want to have a good________ when talking to patients/visitors
What is "attitude"
You should never _______ with a patient/visitor
What is "argue"
A patient request their medical records, what do you do?
What is "have the patient fill out a request form or have new provider office request records."
A patient is upset because they thought you were rude (you are having a rough day). You should...
say "I'm really sorry, I did not mean to come across that way. Let's start over."
It's important to make a patient feel _________ when they are talking to you.
"listened to/understood"
______________ is your patient
What is "everyone"
This is the wrong answer when your patient asks you a question
What is "I don't know"
What are the fines for a HIPAA violation?
What is "
Mary is complaining she can't get anyone to answer her request for refills for her pain medication.
Tell Mary we received the request and are waiting for the physician to approve the refill. That you will follow up with the physician and Mary as soon as refill is approved.
The goal of working at FCHC is to make customers feel ...
Valued and appreciated