First/Last Impressions
Rules
HIPAA
Real Life Scenarios
What is Customer Service?
100

A good first impression is created with this greeting

 "Hello, good morning, good afternoon, I'm blank, how can I help? "

100

To understand the patient, the most important thing you must learn to do is

What is "to listen."

100

How many patient identifiers should we use?

What is "two."

100

Your patient/visitor looks confused when they walk in the door, what do you say to them?

 "Good morning, How can I help?"

100

It is this person's job to provide customer service.

Who is "everyone."

200

You always _________ at the patient/visitor

Smile

200

All employees should commit to leaving this at the door

What is their own personal "issues"

200

How often do you verify patient information to remain compliant with HIPAA?

What is "every patient interaction."

200

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. 

200

Always treat the patients/visitors/co-workers like this.

What is "the way you want to be treated."

300

It takes about ___ seconds for someone to make an impression

What is "7"

300

Your patients issues/questions should always be this

What is "your main concern."

300

When is release of information verified?

What is "every patient encounter where information is shared."

300

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.

300

Going the extra ....., will impress your patients 

 "Mile"

400

You always want to have a good________ when talking to patients/visitors

What is "attitude"

400

You should never _______ with a patient/visitor

What is "argue"

400

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."

400

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."

400

It's important to make a patient feel _________ when they are talking to you.

 "listened to/understood"

500

______________ is your patient

What is "everyone"

500

This is the wrong answer when your patient asks you a question

What is "I don't know"

500

What are the fines for a HIPAA violation?

What is "

500

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. 

500

The goal of working at FCHC is to make customers feel ... 

Valued and appreciated  

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