Customer / Patient Experience

Positive, consistent and error-free customer/patient interactions are crucial to your organization’s success. Especially in today’s healthcare marketplace, we believe it’s critical to develop the skills of your frontline staff – they represent the face of your organization to the customer.

Our Approach

We understand the healthcare business and the importance of developing a competent, trustworthy staff. Capitalizing on our collective healthcare experiences, we developed a solution to fit the industry’s healthcare training needs. We are proud to offer the iCustomer Care program.

The iCustomer Care Program

Frontline employees are critical to your business. Non-medical support staff directly impact the patient experience and important hospital metrics such as HCAP scores. Our iCustomer Care program is a 39-hour cohort-based training program that teaches foundational knowledge and skills required for success. Our experienced instructors create a supportive, rich learning environment that builds trust, camaraderie, and new relationships within your team that will last for years to come. Graduation ceremonies with guest speakers help to celebrate the group’s success.

Course Outline

• Work Ethics: 10 hours
• Effective Communications: 10 hours
• Customer Service: 6 hours
• Time Management: 4 hours
• Budgeting: 4 hours
• Dealing with Change: 4 hours
• Review and Assessment: 1 hour
• Graduation: 1.5 hours

Selecting and building your frontline advantage is central to a healthcare organization’s strategy. The iCustomer Care Program will help your organization succeed by developing the people who interface with customers.