Optimising hospital flow, including discharge to ensure front end emergency care capacity.
Front office MANAGEMENTR in HEALTH CARE
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Transcript of Front office MANAGEMENTR in HEALTH CARE
Front Desk
Shymol Jobin
Front desk
executives
Shymol Jobin
FRONT OFFICE
The etiquettes of the front desk executives play a very dynamic role in canvassing image of the Hospital
Never Leave the Desk Empty as it’s the first point of contact for patients/bystanders it is rightly said
“Customers are Kings and Kings are never left unattended’’.:
Front Desk Executive
1.Professionalism
2.Promtness
3. Courtesy
4.Team Work
Continued….
1.PROFESSIONALISM
Positive AttitudeAttentive – listen and care (make them know they matter)
Give accurate information, don’t be afraid to say “I don’t know, but I will find out”
Friendly approach – watch for non-verbal and body language signs
Eye contact (best response in 2 seconds)
Learning to say no with tact and courtesy and confidence
Use names whenever possible
Stay positiveWork Ethics
Punctuality
Time Management
Manage multi-tasking
Follow the chain of command
Professionalism continued……
Etiquette Telephone
Greeting
Holds
Transfers Workspace
Clean from clutter Organized (know where to find things and put them back in their place)
No food, drinks in covered containers Socializing limited to break times
Front Desk Executive continued…..
2) PROMPTNESS-
Promptness is integral as the receptionist is the point of contact for the external customers as well as the employees
3) COURTESY -
Attention needs to be given to every person who walks in.
However important guests & clients should be treated with more attention
Welcome everyone with a smile Conduct with everyone has to be polite
Continued…..
Front Desk Executive continued…..
4. Teamwork
Be respectful of all members of your team Be coachable and open minded to help offered by your
supervisor or other members of your team Be willing to work together to accomplish department
and institutional goals Be willing to be available and do your share of
necessary extras (take one for the team) Be willing to share you knowledge with others. Mentor
and support new team members Give recognition and credit wherever you can for a job
well done or a difficult situation well handled.
Team work Continued….
Listen and be attentive to what your customer needs Communicate using clear business language and
remember to watch body language Be a life long learner at your job as well as your
personal education. Be understanding of all people and situations,
especially where you may have biases that are contrary
Always be willing to learn a new task versatility goes a long way
Quality Patient Care
“Quality is never an accident. It is always the results of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. ”
Providing Extraordinary Service
Exceeds Patients ’ expectations
Makes the Patients feel you CARE & are doing your best
Value-for-money(time) services
Under Promise & Over Deliver’
Don’t pass the Patients/Bystanders in &around
Treat every Patients/Bystanders as an individual with unique
service needs & expectations.
Answer promptly to Patients/Bystanders needs
Determined by degree of empathy, caring & individual attention
shown
Extraordinary Service Cont……..
You represent the organization
Every contact offers you a new opportunity for self-
enrichment
Handles emotional situations well
Provides positive strokes where appropriate
Undivided attention to your Patients/Bystanders
Be natural, not fake or mechanical
Be positive, energetic, helpful & cordial
Be your Patients/Bystanders agent
What Do Patients/Bystanders Want?
To receive an apology
To be offered a “fair fix” for the problem
To be treated in a caring manner
Not treated liked a nuisance
Effective service recovery procedures
service recovery
Complaints - best source of feedback o 54% - 70% of customers return when their complaints are resolved
95% of customers become loyal when their complaints are resolved quickly
Turn “upset” into
“delighted”
SHYMOL JOBIN