Corporate / Group Training

Compassionate Care Connections: Mastering Healthcare Customer Service Excellence

TrainSMART Inc., In United States of America
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For more information, inquire now!
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Course description

Compassionate Care Connections: Mastering Healthcare Customer Service Excellence

Does Your Team Need Help With Transforming Patient Experiences? Let Us Teach Them How To Master the Art of Exceptional Healthcare Customer Service, One Smile at a Time!

It is not your imagination. Ask anyone in any industry sector, and they will tell you that their consumers have higher expectations than they did pre-COVID. In healthcare, this means patients have higher expectations in everything from scheduling to their tolerance for appointment wait times to preferred communication channels.

While every industry is experiencing this trend, it is exacerbated in healthcare because of some other troubling trends.

According to some studies, there will be a shortfall of over 100,000 physicians in the next ten years. In addition, the demand for registered nurses is expected to increase by 9% in the same time frame. This shortage of professional staff is just a precursor of continued customer service challenges.

To complicate matters even more, healthcare is unique in that it sits at an intersection of three major sectors: Healthcare providers, insurance, and pharmaceuticals.

So whether a patient has issues with insurance, their prescriptions, or the date for a procedure, there’s a good chance that the front office team will be expected to interact with a patient who is frustrated, confused, or scared.

Many healthcare providers who felt they were doing an excellent job pre-Covid now question whether they have what it takes to provide the level of customer service that their post-Covid patients demand. It is a new era of healthcare customer service.

Upcoming start dates

1 start date available

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  • On-site
  • United States of America
  • English

Training content


  • Welcome and introduction to the workshop
  • Objectives of the workshop
  • Icebreaker activity to engage the participants

II.Understanding Customer Service in Healthcare

  • Overview of customer service in Healthcare in a post-Covid Era
  • Importance of customer service in healthcare
  • Key customer service skills needed in healthcare

III.Communication Skills for Effective Customer Service

  • Verbal and non-verbal communication skills
  • Active listening skills
  • Empathy and compassion in communication

IV.Managing Difficult Situations in Healthcare Customer Service

  • The everyday difficult situation in healthcare customer service
  • Strategies for de-escalating situations and managing emotions
  • Role-playing exercises to practice handling difficult situations

V.Building and Maintaining Positive Relationships with Patients

  • Establishing rapport with patients and their families
  • Understanding and meeting patients’ needs
  • Addressing patient complaints and concerns

VI.Teamwork and Collaboration in Healthcare Customer Service

  • Importance of teamwork in healthcare customer service
  • Effective communication within healthcare teams
  • Resolving conflicts and promoting a positive team culture


  • Summary of key takeaways
  • Action plan for implementing learning in the workplace
  • Closing remarks and evaluation of the workshop

This outline can be customized per the specific requirements of the healthcare organization and the workshop participants.

Course delivery details

Our comprehensive healthcare customer service training program is specifically tailored to the needs and situations that hospital staff and healthcare professionals encounter in the post-Covid era.

Our customer service training in healthcare is designed to enhance communication skills, improve patient satisfaction, and increase employee engagement. With our learning solutions for healthcare, you can expect to see a positive impact on your patient satisfaction scores and overall reputation.

Our healthcare customer service training programs are delivered by experienced instructors with extensive knowledge of the healthcare industry. We offer a range of training options, from onsite workshops to virtual training sessions, to accommodate the needs of your healthcare organization. Our interactive and engaging training programs provide your staff with the tools and skills necessary to deliver exceptional customer service in healthcare.

Keep your healthcare organization from falling behind on customer service. TrainSMART is your solution for customer service training for healthcare professionals. Contact us today to learn more about our customer service training in healthcare and how we can help your healthcare organization deliver the best possible care to your patients.


For information on pricing, please contact the provider.

Why choose TrainSMART Inc.?

Customized training programs for every organization

Certified Women-Owned Business (WBENC & WOSB)

Industry-proven facilitators, consultants, and experts

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TrainSMART Inc.

TrainSMART Inc.

TrainSmart specializes in helping you identify people and process challenges that may be preventing your organization from achieving optimal results. We take a collaborative approach to create a tailored strategy for success. TrainSmart’s goal is to partner with you to...

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