Customer service impressions are formed by the staff's ______ and _______ towards them. - ANSWER-attitude and behavior
_______ may be any patient,
... [Show More] family member, visitor, physician, other hospital, personnel, third party payer, vendors, suppliers, etc. - ANSWER-Customers
Internal customers are people in other _______ , fellow ______, management, information services, etc. within the __________ who all work together in caring for the patient. - ANSWER-departments, employees, organization
External customers are those _________ the organization who all work with us in caring for patients. - ANSWER-outside
Demonstrating __________ is equally as important as assuring a clean and accurate claim is generated. - ANSWER-compassion
Three key questions to handling customer issues: - ANSWER-A. What is the Problem
B. What has the customer attempted to do to correct the problem
C. What would the customer like to see as an outcome
Every effort should be made to resolve the problem at the __________ level. If unable to do so, submit the issue in _________ writing to the Manager who will follow up with the patient - ANSWER-unit, writing
Patient safety is enhanced when patients are _________ in the healthcare process as much as possible, - ANSWER-partners
__________ patients on their rights and responsibilities enhances this partnership. - ANSWER-Educating
The PAS should recognize that each patient is an individual with unique healthcare needs, and be committed to assist them in exercising their own _______ _______. - ANSWER-healthcare decisions
State and federal laws require us to provide the patients rights and responsibilities to them in a _____ they can understand. In no smaller then ____ point font. - ANSWER-language, 12
Patient rights will be _______ in key locations throughout the facility. - ANSWER-posted
Compassion = __________ - ANSWER-competence
Process in which messages are transmitted - ANSWER-Communication
Effective communication isn't only talking, it also incudes __________________________. - ANSWER-ensuring your message has been recieved
Communication is 55% _____________ 38% _____________ 7%___________ - ANSWER-55% body language, 38% tone of voice, 7% the word you use
Messages are ________________ through words, gestures, tone of voice, etc. - ANSWER-encoded
Messages are ______________ face to face, over the phone, letter, email, text, etc. - ANSWER-transmitted
Messages are _______ by the person who receives it when they try to figure out what it means. - ANSWER-decoded
when communicating, you must __________ _________ to clarify the message was received accurately. - ANSWER-obtain feedback
Fancy medical words that a patient may not know are referred to as _______ ________. - ANSWER-Medical Jargon
Tone, pitch, quality and range of speech that is affected by cultural and regional dialects and accents is known as _____________. - ANSWER-paralanguage
Reading __________ communication cues from patients will often tell you if they are nervous, defensive, angry, etc. - ANSWER-nonverbal
Ask _____ ended questions that begin with who, what, when, where, why. - ANSWER-open
Your role as in dealing with angry patients is to __________ the situation by acting with patience, tact and diplomacy. - ANSWER-diffuse
Never _______ or make light of a patients problem. - ANSWER-belittle
Three things the registration staff should be able to do: - ANSWER-1. Ask the right questions to complete registration and verify insurance
2. Answer patient's questions relating to registration and billing.
3. Complete registration with a high level of accuracy.
Scheduling is necessary to maximize patient ______ and _________ wait time. - ANSWER-Scheduling is necessary to maximize patient FLOW and MINIMIZE wait time. [Show Less]