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Patients don't just want health care, they want customer service too.
Let's face it; the patient is the consumer of your services. And, increased consumerism and the trends toward higher co-pays, deductibles, and non-covered services are changing. Patients approach health care differently now than they did just a decade ago. Savvy consumers now expect higher levels of customer service. They insist on value for the cost of service, and want positive outcomes. Patients are now confronting medical office personnel and demanding customer satisfaction.
Medical office managers and staff need new tools and strategies to navigate this changing environment. Join expert Frank Svechota, PT, MBA, for this 1-hour audio event where he details what patients are looking for and how you can provide it. Frank will provide the tools you need to reduce the number of service complaints prevent and diffuse patient confrontation, introduce payment options that can increase patient satisfaction and hardwire the process of delivering extraordinary customer service into your practice.
In this session you will:
- Gain insight on the power of emotional intelligence tools and principles to help guide your customer service program.
- Arm yourself with constructive feedback techniques -- that get results.
- Explore your options of payment processes that work for you and for your customers.
- Measure the effectiveness of your program with tools and strategies that keep things moving.
- Use a script -- to decrease the likelihood of confrontation with your patient.
- Learn How to hardwire a customer service program into your practice.
Who should attend? Medical practice administrators, managers, coordinators, medical office coordinators and assistants, patient service representatives, front office personnel, receptionists, registrars, lead business assistants, business assistants and referral coordinators.
Your registration includes:
- Flexible enrollment. Scheduling conflict? No problem. This session is also available on CD.
- Complimentary attendee package, including the speaker's complete presentation handouts. Keep this quick reference tool close by for future use.
Order Below or Call 800-874-9180 Today
Mr. Svechota’s entire career has been spent in the health care field. His experience includes:President of Frank Svechota PT, PC, various clinical and management roles for several health care systems in the metropolitan Detroit area including Oakwood Hospital/Oakwood Health System, St. Joseph Mercy Hospital/Trinity Health System, Harper Hospital/DMC, and Providence Park Hospital/St. John Health System.
Frank Svechota’s teaching background includes presentations for various state and national healthcare organizations and corporations including the Michigan Physical Therapy Association, Michigan Association of Medical Professional Rehabilitation Administrators, Institute for Preventative Sports Medicine, General Motors, and Yazaki North America. As a faculty member of the St. John Learning Institute he presents on topics related to healthcare leadership and quality management. Mr. Svechota is an associate faculty candidate in healthcare administration at the University of Phoenix.
Mr. Svechota has served on a variety of boards and committees for organizations including the Michigan Physical Therapy Association, Blue Cross and Blue Shield of Michigan, The Institute for Preventative Sports Medicine, Michigan Paralyzed Veterans of America, Novi Michigan School District, and Novi Michigan School District Department of Community Education.
Frank Svechota’s educational background includes a nursing certificate from the Shapero School of Nursing at Sinai Hospital, a Bachelor ofScience in Physical Therapy from the University of Michigan and a Master’s degree in business from the University of Michigan. Mr. Svechota is certified in Lean Management, a Super Coach in service excellence and a certified instructor for the St. John Health Learning Institute.
"Speaker was excellent, kept on point and stuck to the slides."
- Marianne Whitman
"The content was useful and the semiar moved along a good pace"
- Ann Amato
"No travel involved. Able to fit in normal routine and still have opportunity to learn."
- Marie Carter,RN
"educational, the different questions and feedback from around the country."
- Maria Gloria Cabarrus
"Learning about new edits and how best to appeal."
- Pam Cowart
"Good review of causes and actions to prevent/deal with"
- sharon iversen
"Ability to listen to the program on my own schedule during the scheduled day! Great way to manage my time....."
- Anne-Marie Eugley
"Straightforward content, speaker was not monotone and kept the presentation moving along."
- Matthew Hale
New! Value Pack Pricing
3 Value Pack. 3 Price Points. Endless Possibilities.
5-PACK for just $497 -- That's more than $450 off our regular prices!
- Purchase a Value Pack, and browse www.AudioEducator.com for the topics that interest you
- When you're ready to order a conference, CD or transcript, just call and tell our Customer Service Rep that you're a Value Pack customer. Register for all items at once, or call as you go. The choice is yours!
- For conference events, you'll receive your conference login instructions a few days before the event you've chosen. CD and transcript orders are available 2 weeks after a live event.
(save $488)
- Skip the costly travel arrangements and wasted time. Our conferences are available from the comfort and convenience of your own office or meeting room.
- Multiple formats to fit your training needs. All of our conferences are available on CD or PDF transcript so you can train your staff around your schedule.
- Every conference includes the speaker's materials so you can keep learning long after the conference is over.
- Gather around a speaker phone or computer and train your team for one low price.
- Multiple locations? Ask our customer specialists about discounts for your whole staff.w codes now unbundle placement of a stereotactic frame when performed.
