Making a Difference: Confidence & Compliance in Healthcare Customer Service

In the vast landscape of industries, each sector faces its own set of distinct challenges. However, when it comes to Quality Assurance (QA) and customer service, the healthcare industry stands out as particularly unique. This uniqueness stems from the critical nature of healthcare services, where the stakes are incredibly high, and the margin for error is virtually nonexistent.

Key Challenges in Healthcare QA and Customer Service:

• Emotional Intelligence: Patient service representatives are at the forefront of healthcare delivery. They are tasked with the delicate responsibility of assisting individuals during some of the most challenging and vulnerable moments of their lives. This requires a high degree of emotional intelligence, empathy, and the ability to communicate effectively and compassionately.

• Regulatory Compliance: In addition to emotional intelligence, healthcare professionals must navigate a complex web of regulatory guidelines. These regulations are designed to protect patient privacy and ensure the highest standards of care. Adherence to these guidelines is not optional; it is a fundamental requirement that demands meticulous attention to detail and a thorough understanding of legal obligations.

• Balancing Efficiency and Care: Healthcare providers must strike a balance between efficiency and personalized care. While it is essential to streamline processes to serve more patients effectively, it is equally important to ensure that each patient feels valued and receives the attention they deserve.

In this webinar, we brought Mary May (Group Director Quality Assurance at RelateCare) to discuss:

- Recruitment: The Key Competencies of Patient Service Representatives and How to Approach them;
- Coaching: Inspiring Confidence, Compliance, and Development
- QA: Designing a QA Program for a Changing Regulatory Landscape

Don’t miss out—book your place today and give your QA process a full physical.

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