The goal of every health care facility is to be known as an employer and provider of choice, which means you are 5 Star rated. This webinar will show you practical ways to create a long-term sustainable competitive advantage in your community by improving your reputation. This starts with how you hire, train, engage, empower, and retain your staff.

Are you 5 Star rated? Are you an employer and provider of choice?

When you create an exceptional patient experience with every visit, you generate positive word of mouth references and improve your reputation. Do you retain your customers? Do they refer their family and friends to you? How is your loyalty measured and tracked?

While you may think you are doing a great job in serving your patients, you need to confirm it, and only comes from effective communication with them at all times. This starts with what you say, and how you say it, and the message it sends, every time you speak.

Every health care facility needs fully engaged, caring, committed and empowered employees in order to grow revenue, improve the measure of customer/patient satisfaction and succeed. Accountability with engagement equals profitability. With the right skills, education and encouragement, you will build and sustain champions for your community reputation.

How well do you respect people? The Japanese have a very interesting phrase for customer service: “O Kyaku San, which means: “Honoured visitor in one’s house.”

Webinar Objectives

• Engage and empower everyone to deliver loving, compassionate service.
• Identify your patient’s expectations and, by satisfying them, create lifetime customer loyalty.
• Read and respond to your customers’ hidden needs through the power of non-verbal communication.
• Understand the real reasons customers complain and how to practice the Service Recovery Golden Rule of: “Mess-up, Fess-up and Dress-up.”
• Tap into your personal power to win over the most difficult patient.
• Empower co-workers to provide exceptional customer service by using the “Greatest
• Management Principal in the World.”
• Gain a competitive advantage with the “Power of Excellence” in your professional career and personal life.
• Gain commitment, ownership and buy-in from every employee, every time, no exceptions.

Webinar Highlights

• We start off by defining what an effective service strategy is – how you recognize the work your people do, and how to treat patients as friends. 
• We do an exercise on what you expect as a customer anywhere, and then how it applies to your hospital, clinic, or long-term care facility.
• There is a review of the 7 critical moments of truth in patient satisfaction in a physician's office, and export that to any experience.
• The exercise on communication is how to read patients/customers and their read of you, which is essential message effectiveness. 
• Understand what line management is and how to be effective at it. 
• There is a section on attitude, how to be the best you can be – at all times.
• Learn what “The Greatest Management Principle” is and how to live it.

Who Should Attend?

• Physicians and Medical Providers
• Practice Owners and Administrators
• Clinic, Office, and Operations Managers
• Patient Experience & Patient Relations Professionals
• Nursing Leaders and Clinical Supervisors
• Front Desk, Scheduling, and Registration Staff
• Care Coordinators and Case Managers
• Medical Assistants and Clinical Support Staff
• Healthcare Customer Service and Call Center Teams
• Quality Improvement and Compliance Professionals
• Healthcare Executives and Department Heads

Complimentary Resources Provided at Completion of the Webinar, if requested:

- Free PDF version of E-Book: Why Trust Me? Making Trust Your Competitive Edge

- Self-Test: Rating Your Soft Skill Leadership Attributes    (employee loyalty focus)

- Self-Test: Confidential Leadership Empowerment Survey     (employee retention focus)

- COACH – Coaching Skills Self-Assessment    (how to coach, empower, be coached)

- My L.I.S.T. – how to get to know the driving/ motivation side of an employee

- E-book: Keep Your Nurses and Healthcare Professionals for life (for healthcare professionals)

- Registration to the HCAHPS Breakthrough Leadership Webinar Series (health care only)

- A link to all the complimentary resources on the Bruce Lee web site

- Complimentary 30 minute coaching call on an issue related to this topic