Customer Service in the Age of the ACA- What Every Hospice Needs to Know

Event Information
Product Format
Prerecorded Event
Conference Date
Thu, Jul 21, 2016
60 minutes
Product Description

Find Out How HIS and CAHPS Fit Into a Good Customer Service Program for Your Hospice Agency

Customer service now means so much more than thank you notes and saying you are sorry when something, inevitably doesn’t go as planned. Good customer service now has to focus on meeting the expectations of your patients, families and referral sources with an emphasis on outcomes. The hospice team must consistently meet or exceed the requirements of the HIS and CAHPS as well as work to enhance the outcomes of their referral sources.

Hospices are about to be competing with one another in a way that the industry has not yet experienced. Outcomes reporting, financial changes and other regulatory changes will make it very important for your hospice to set itself apart. One way to do that is to develop a rigorous customer service program that takes into account your outcomes, the outcomes of your customers and the needs of your patients and families.

In this webinar, expert speaker Colleen McGreevy will review the requirements of the HIS and CAHPS and their use in developing a good customer service program. She will also review the outcomes measures of the hospital, nursing homes and home health referral sources. Additionally, she will teach how to ensure good customer service by understanding and focusing on their outcomes.

Session Highlights:

  • The role and importance of good customer service in a successful hospice.
  • How HIS and CAHPS fit into a good customer service program?
  • Understanding the customer service needs of hospice referral sources
  • The components of a premier hospice customer service program
  • Why the complaint log is the hospice’s route to greatness?
  • The qualities associates must develop to provide excellent customer service.
  • Understand what is important to different healthcare professionals in order to provide the best service.
  • How to measure the quality of your customer service
  • 7 signs of legendary customer service
  • Resources for guidance

Who should attend

Hospice CEOs, COOs, Administrators or Executive Directors, Directors of Clinical Services, Sales, Marketing and Business Development Managers

Ask a question at the Q&A session following the live event and get advice unique to your situation, directly from our expert speaker.

Order Below or Call 1-844-384-4744 Today

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About Our Speaker

Colleen McGreevy

Colleen McGreevy has worked in healthcare for over thirty years. She has dedicated almost 20 years to improving access to the Medicare Hospice Benefit. Her work has taken her to large metropolitan areas such as New York, Chicago, Atlanta and Houston as well as dozens of rural communities in over forty states. Colleen has served in national roles at several large, multi-state organizations. She also has a background...   More Info
More Events By The Speaker

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