Revenue Cycle Department

Customer Service Training

Sarah MillerET512, Summer 2012Boise State University

Learners

• 30+ employees in the Health Information Management, Patient Financial Services and Registration departments.

• Range in age from 20-60+ and vary in tech-savviness, personality and education.

Purpose

• To ensure that all employees are on the same page, in terms of customer service. At present, processes vary among departments and among employees.

Format

• Course will be fully online and self-paced. At present, there is not someone available to train employees face-to-face in the art of customer service. I hope to use a variety of media in the course, in order to cater to different learning styles.

Timeline

• Hope to implement course by the end of 2012, and have employees complete it early next year. This is subject to adjustment, as I work with the person I’m completing this project for.

Time Needed

• Compare course to a 3 credit, 12 week course. • In an online class, students will probably

spend 2-3 hours on their class per week, for each credit.

• Students should plan on spending 6-9 hours per week working on the class.

• Students will spend a total of 72-108 hours on the class, over 12 weeks.

Standards• I have a large set of “Best Practices” that I need to

condense or par down.• These Best Practices include guidelines for the

following, among others:– Essential Associate Awareness– Community Outreach and PR– Proper Facility Recognition– Real-Time Insurance Verification

• I have a list of about 20 of these. I don’t know how broad a definition of “customer service” I’m working with, but I might have to par them down or group them for the purpose of this class.

Adult Learners

• I will probably have to figure out how to move the course to the hospital’s learning management system, Healthstream.

• The hospital requires employees to complete a certain number of courses per year, and they track that. Employees don’t actually receive transferrable credit for the courses.

Platform

• I hope to start out with Moodle, but I also want to learn more about the hospital’s proprietary LMS, Healthstream, and find out how I would go about building something for that format (or converting it, later).

Format

• This is a completely new course for me, in industry, subject matter and platform.

• I have secured a Subject Matter Expert to help me with content/ scope questions.