Office Management 2010 Series

People, Processes and Profitability

May 13, 2010 Customer

Service

Telephone Skills Practice Scenarios

Do's and Don'ts of the Medical Professional

Problem Solver:

•Thinkers focus on the problem as stated and try to synthesize information and knowledge to achieve a solution

• Direct Routing•Billing, Rx, Scheduling

•Skills-Based Routing•Highest skilled resource

•Value Based Routing•Revenue

Amtrak 800-872-7245Capital One 800-903-3637Delta Airlines 800-221-1212American Express 800-528-4800

•CASE STUDIES:•Typically examine the interplay of all variables in order to provide as complete an understanding of an event or situation as possible.

•This type of comprehensive understanding is arrived at through a process known as thick description, which involves an in-depth description of the entity being evaluated, the circumstances under which it is used, the characteristics of the people involved in it, and the nature of the community in which it is located.

•SCENARIOS: •A possible set of future events

•What will we do if it happens?

•This can be done by observing, monitoring and understanding the changes and complexity in the business environment.