Developing Access Representatives, Improving Customer Experience
- Registration Closed
Speaker: Ann Marie Dodd, AVP of Education, Northwell Health
This session will demonstrate the link between effective training programs and improved customer service quality. It will also discuss setting clear expectations for customer interactions including customer service skills, problem solving abilities, and product knowledge. Attendees will also learn how to use data and feedback to identify areas for improvement and provide targeted coaching to team members.
Learning objectives:
• Defining Quality Standards: Setting clear expectations for customer interactions, including communication skills, problem-solving abilities, and product knowledge.
• Training Methodologies: Exploring different training approaches, such as on-the-job training, online courses, simulations, and role-playing exercises.
• Quality Assurance and Monitoring: Implementing systems to measure and track the quality of customer service interactions, such as call monitoring, customer surveys, and performance dashboards.
• The Impact of Training on Quality: Demonstrating the direct link between effective training programs and improved customer service quality.
• Continuous Improvement through Feedback and Coaching: Using data and feedback to identify areas for improvement and provide targeted coaching to individual team members.
This NAHAM webinar provides one (1) NAHAM-approved contact hour.
Ann Marie Dodd
AVP of Education for Patient Access Services
Northwell Health
Northwell Health System for 28 years which allowed for the opportunity to study, create and design opportunities for improving customer delivery in health care. Skilled in Operations Management, Physician Relations, People Management, Operating Budgets, Access Services, Patient and Customer Experience and Training and Development.
Having spent 18 years in patient facing and physician support Practice Administration for demanding specialties such as Cardiovascular & Thoracic Surgery and Orthopaedic Surgery, Ann Marie had the opportunity to identify what makes patient experience and physician deliverables efficient and recognized as outstanding by the patient.
In her current role as AVP of Education for Patient Access Services (PAS) she is responsible for the delivery of Training, Quality and Optimization in an energetic and constantly changing environment. As an experienced administrator and leader, she appreciates the significance of developing a successful team by education, providing tools, mentoring, and coaching team members who will then drive success of the mission and goals of the department one encounter at a time.
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