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First Impressions: A Successful (and Measurable) Admissions Department Customer Service Program
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First Impressions: A Successful (and Measurable) Admissions Department Customer Service Program

Presented by: Amy Crawford, Senior Admissions Manager, Children's Mercy Hospitals & Clinics; Heather Dixon, Admissions Manager, Children's Mercy Hospitals & Clinics; Melissa Surlea, Admissions Manager, Children's Mercy Hospitals & Clinics
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: June 22, 2010

Customer service delivery is an essential function for Access Personnel to carry out each day. Access Personnel are often the first face patients and families see when they begin their hospital visit and first impressions are invaluable. Often there is much emphasis on the technical and quantifiable of the Access Representative role and the communicative skills are not evaluated. This presentation demonstratse that it is possible to affect customer service delivery style by setting clear expectations and providing tools for staff to make them successful.

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