HCS/131T: Business Communication Skills For Health Care Professionals Wk 5 Discussion: Measuring Costumer Service [due Thurs] HCS/131T: Business Communication Skills For Health Care ProfessionalsWk 5 Discussion: Measuring Costumer Service [due Thurs]

HCS/131T: Business Communication Skills For Health Care Professionals

Wk 5 Discussion: Measuring Costumer Service [due Thurs]

HCS/131T: Business Communication Skills For Health Care ProfessionalsWk 5 Discussion: Measuring Costumer Service [due Thurs]

Discussion Topic

Imagine you are a medical and health information manager and lead a team in a regional managed health care organization with 40 locations across the state. Your department handles the medical records for all locations. Your team receives requests from patients, attorneys, insurance companies, and internal and external clinicians. Your leader, the director of medical records and billing, would like to know how effective your team’s relationships with its customers is.

Watch “Customer Service in Health Care” to gain real-world insight about communicating in the health care field.

• How would you find out how customers feel about your team’s work?
• Would the way you measure consumer relations depend on the type of customer? Consider whether you think the way you measure customer satisfaction of internal customers, such as clinicians and other employees, should be different than of external customers, such as patients, insurance companies, attorneys, and clinicians at other health care organizations.
• What do you think would be most important to measure to show effective consumer relations? Some important metrics might be how quickly an issue was resolved, how knowledgeable or friendly the records specialist the customer interacted with is, how accurate the information received was, or how satisfied the customer is with the service they received.
• Why are effective consumer relations important in health care? How might consumer relations matter to you in your current health care job or in a future health care job?

Response Requirements

• By Thursday, respond to the questions above in a minimum of 175 words.
• By Monday, post a total of 3 substantive (at least 100 words) responses over 2 separate days for full participation. This includes your initial post and 2 replies to classmates or your faculty member.

In accordance with the University of Phoenix Policy on Academic Integrity, included in Academic Policies & Procedures, if you used an artificial intelligence (AI) tool when preparing your post, include a statement that describes that use and remember: 1) the majority of your post must be your own writing; 2) content generated by the AI tool must be cited; and 3) you must verify the accuracy of the content generated by the AI tool. If you would like to review the policy, go to the University of Phoenix Library, Center for Writing Excellence.

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