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Front office mgt in hospital
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- 2. FRONT OFFICE The etiquettesof the front desk executives play a very dynamic role in canvassing image of the Hospital Never Leave the Desk Empty as it’s the first point of contact for patients/bystanders it is rightly said “Customers are Kings and Kings are never left unattended’’.:
- 3. Front Desk Executive 1.Professionalism 2.Promtness 3.Courtesy 4.Team Work
- 4. Continued…. 1.PROFESSIONALISM Positive Attitude Attentive –listen and care (make them know they matter) Give accurate information, don’t be afraid to say “I don’t know, but I will find out” Friendly approach – watch for non-verbal and body language signs Eye contact (best response in 2 seconds) Learning to say no with tact and courtesy and confidence Use names whenever possible Stay positive Work Ethics Punctuality Time Management Manage multi-tasking Follow the chain of command
- 5. Professionalism continued…… Etiquette Telephone Greeting Holds Transfers Workspace Clean from clutter Organized (know where to find things and put them back in their place) No food, drinks in covered containers Socializing limited to break times
- 6. Front Desk Executivecontinued….. 2) PROMPTNESS- Promptness is integral as the receptionist is the point of contact for the external customers as well as the employees 3) COURTESY - Attention needs to be given to every person who walks in. However important guests & clients should be treated with more attention Welcome everyone with a smile Conduct with everyone has to be polite
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- 8. Front Desk Executivecontinued….. 4. Teamwork Be respectful of all members of your team Be coachable and open minded to help offered by your supervisor or other members of your team Be willing to work together to accomplish department and institutional goals Be willing to be available and do your share of necessary extras (take one for the team) Be willing to share you knowledge with others. Mentor and support new team members Give recognition and credit wherever you can for a job well done or a difficult situation well handled.
- 9. Team work Continued…. Listen and be attentive to what your customer needs Communicate using clear business language and remember to watch body language Be a life long learner at your job as well as your personal education. Be understanding of all people and situations, especially where you may have biases that are contrary Always be willing to learn a new task versatility goes a long way
- 10. Quality Patient Care “Qualityis never an accident. It is always the results of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives. ”
- 11. Providing Extraordinary Service Exceeds Patients ’ expectations Makes the Patients feel you CARE & are doing your best Value-for-money(time) services Under Promise & Over Deliver’ Don’t pass the Patients/Bystanders in &around Treat every Patients/Bystanders as an individual with unique service needs & expectations. Answer promptly to Patients/Bystanders needs Determined by degree of empathy, caring & individual attention shown
- 12. Extraordinary Service Cont…….. You represent the organization Every contact offers you a new opportunity for self- enrichment Handles emotional situations well Provides positive strokes where appropriate Undivided attention to your Patients/Bystanders Be natural, not fake or mechanical Be positive, energetic, helpful & cordial Be your Patients/Bystanders agent
- 13. What Do Patients/BystandersWant? To receive an apology To be offered a “fair fix” for the problem To be treated in a caring manner Not treated liked a nuisance Effective service recovery procedures
- 14. service recovery Complaints -best source of feedback o 54% - 70% of customers return when their complaints are resolved 95% of customers become loyal when their complaints are resolved quickly Turn “upset” into “delighted”
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