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USC Care promotes customer service through new classes

by Mary Ellen Stumpfl

Starting this fall, all USC Care Medical Group, Inc. employees and employees of USC Care physicians will attend a staff education and development program that will focus on improving patient satisfaction, service and quality in USC Care practice and non-practice sites.

The program provides professional working skills and a mechanism for continuing education to employees who have contact with patients, payers and physicians.

Separate seminars for new and existing employees, conducted by USC Care staff, highlight the delivery of customer service and telephone etiquette.

“Focusing on the development of customer service skills is consistent with our goal of creating a service-oriented culture,” said Elaine Wallace, director of staff education and development for USC Care.

“Similar programs at other health care facilities have yielded outstanding improvements in the delivery of customer service by helping employees understand how important these skills are to performing their jobs well,” she added.

All new employees will attend “New Employee Orientation” within seven days of their start date.

The class will educate new staff on the programs and services of USC Care, risk management, employee and workplace safety, body mechanics and health, and on safety and regulatory issues such as OSHA standards.

The class will last one day for all new employees, with an additional half day for staff with direct patient contact. Classes started Sept. 11 and will be scheduled every two weeks.

The class for existing employees, called “Transitional Review,” is a five-hour long condensed version of the orientation program. All employees will attend one class, scheduled through November.

“We’re currently planning additional courses, including clinical programs, leadership development classes and a course for procedural coders,” said Wallace.

To register new and existing USC Care employees for courses or for a copy of the course calendar, call Sharon Kasper at 342-6222.

USC Care promotes customer service through new classes

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