Video is short –about 2 minutes. While you watch it make a list of the positive customer experiences Max has versus the negative customer experience his owner has in dealing with the healthcare environment.
Next, make a list of the internal and external customers an HIM office can expect to interact with. In a 1-2 page paper, write your list of internal and external customers and describe how an HIM office can provide excellent service. And, finally, what techniques should be used when customer service is less than optimum and your customers complain. Use APA format.
Chapter 1:
Do You Really
Want to be
A Supervisor?
Supervisor vs. Manager
Supervisors oversee the activities of
the people who do the hands-on
work
The terms:
⚫ Supervisor
⚫ First-line supervisor
⚫ First –line manager
All have the same meaning
Essential Management Functions of
Supervisors:
Planning
Organizing
Directing
Controlling
Coordinating
Essential Supervisory Skill Areas
Communication
Employee motivation
Problem solving and decision
making
Delegation
Time management
Career development
Effective Supervisors are:
Self-confident
Respectful of others.
Good humored.
Able to make decisions.
Flexible and resilient.
Energetic and enthusiastic.
Effective Supervisors are:
Creative.
Customer-aware.
Quality oriented.
Empowering.
Risk-taking.
Moving into Supervision Means:
Forming new relationships with
former peers and coworkers
Regarding everyone in the group
equally
Establishing credibility with the group
Making the transition from all “doing”
to “leading” and some “doing” when
necessary.
Identifying with management as well
as with the work group
Moving into supervision also
means that you must:
Form cooperative working
relationships with other
supervisors and other
members of management
A Whole New Set of
Requirements and Concerns:
Relating to Your
New Manager
Potential problems affecting
supervisory performance:
Lack of flexibility
Lack of assertiveness
Inability to adjust to the
position’s “loneliness”
Striving to be “liked”
Unwillingness to learn
supervisor’s expectation
Potential Problems Affecting
Supervisory Performance
Failing to remain current
Withholding information from
others (peers, superiors,
subordinates)—afraid of
conveying “bad news”
Becoming a bottleneck rather
than a facilitator
For success as a supervisor:
Know what’s expected of you
Regularly meet one-on-one
with employees
Establish relationships and a
personal network.
Learn to trust your intuition
Remain available to help others
For success as a supervisor:
Be sensitive to the feelings and
needs of employees
Keep your people informed
Maintain high ethical and
morals standards
Ask for help when needed
Join professional organizations
For success as a supervisor:
Maintain an active self-
education program.
Insist on good performance,
and acknowledge and reward it.
Remain calm under stress.
Display self-confidence at all
times.
For success as a supervisor:
Remain fair; avoid favoritism or
discrimination.
Defend your employees from
hostile people and tormentors.
Display the courage to make
unpopular decisions and see
them through.
For success as a supervisor:
Remain fair; keep your conduct
free from favoritism or
discrimination.
Defend your employees.
Display the courage to make
unpopular decisions and see them
through.
Display self-confidence at all times
Remember: Accepting a supervisory
position is literally the adoption of a
second career and as long as you
manage at the first-line level you
must remain active and current in
two careers.
Chapter 2
Customer
Service
Customers:
Every business has both
INTERNAL and
EXTERNAL customers
Internal customers:
Nurses and other professionals
Rank-and-file employees, your
and others
Other supervisors and managers
Patients’ needs:
Few patients are completely
aware of their needs for
diagnostic tests or
therapeutic modalities.
What patients “want:”
Patients’ wants are reflected in those
things they are most likely to
complain about. They want:
⚫ Good food served hot and on time
⚫ Clean rooms and surroundings
⚫ Friendly, cheerful staff who are
attentive to their needs
⚫ Relaxing surroundings
Physicians usually want:
Fast and courteous service
and all the latest
technology.
Managed Care has:
Effectively “rationed” care
Limited increases in provider
reimbursement
Forced adjustments owing to restricted
funding
Increased competition among
providers and insurers
Changed the center of the health care
system from hospital to primary care
physician
The essentials of customer
service:
Systems
Strategies
Employees
Systems:
Eliminate restrictive policies
Annually review policies
affecting customer service.
Establish a policy committee
Introduce new customer-friendly
policies
Strategies
Develop customer-oriented
culture
Institute customer feedback
mechanisms
Employees
respond to the legitimate needs and
wants of employees,
field the best possible team of
employees,
empower employees to solve
problems.
teach by example
insist on excellent customer service
and constantly monitor the delivery of
this service.
Position Descriptions
Build customer service
requirements into position
(job) descriptions
Hiring
Do your best to hire employees
who are competent, caring, and
resistant to turnover.
Employee Selection
Hire for attitude,
train for skill.
Employee Orientation
Make certain that new employees
know who their external and
internal customers are
Orient them toward exceptional
customer service.
Train them to care about quality
Evaluation and Reward
Address customer service in
evaluations
Tie recognition ands reward to
customer service
Design an effective customer
satisfaction system
KEY: Always treat customers
as you would like to be
treated
Complaints
Address customer complaints
promptly, thoroughly, and
cheerfully.
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