IconBg_0000s_0005_HeathCareTraining & Development Solutions For Hospital & Health Care Industry

Hospitals and Health care businesses have a strong focus on processes and customer relationships. TrainSmart has extensive experience with assessing needs, designing, developing, and delivering training programs in the areas of healthcare customer service training, team building, presentation skills, technology tools, leadership and sales for the hospital & health care industry.

Developed Strategic Training Plan For Pharmaceutical Company

Business Goal-Aligned Training Design and Development

Some key training initiatives TrainSmart has delivered in the health care services industry include:

Snippets Of Recent Projects

Customer Service & Communication Workshop

Healthcare Clinic in Worcester, MA: TrainSMART facilitated an onsite, instructor-led, tailored Customer Service Essentials and Communication workshop for a healthcare clinic team.  The audience of thirty-five support all aspects of the clinic inclusive of dental, optical, wellness, behavioral, medical, pharmacy and administration. The goal is to provide tools to the team that assists in improved customer service and communication for both internal and external.

Our trainer worked with the client prior to the workshop to gather examples of great and not so good clinic use cases which will be integrated into the interactive training. Behavioral styles included strategies to diffuse difficult situations; reasons to show empathy; and why respect in the workplace is critical to the overall health and success of the team and clinic.

The workshop topics were tailored to the clinic’s audience. The topics included:

  • Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact
  • Communications Skills
  • Communication Styles
  • Communication Etiquette
  • Four Steps to Quality Customer Service
  • Basic Problem Solving Skills
  • Strategies to Manage Challenging Customers and Diffuse
  • Strategies on how to manage your Emotions

Customer Service, Communication & Teamwork

Health Care and Medical Services Provider: TrainSMART facilitated onsite, instructor-led, tailored Customer Service Essentials / Communication / Teambuilding and Commitment workshops and consulting at our client’s site in Michigan.

The goal of the training was to create and deliver training that is standardized, repeatable, and sustainable and will shape the strategy and behaviors of how to shape the patient experience and team experience. Essentially, the client was seeking a more patient-centered, positive culture.

The workshop topics were tailored to the client’s audience. We prepared an agenda for onsite training. The topics included:

  • Four Steps to Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact: People Skills and Professionalism
  • Communications Skills & Communication Styles
  • Communication Etiquette
  • Listening Skills
  • Basic Problem Solving Skills
  • Strategies to Manage “Sticky Situations” (frustrated and anger of patients)
  • Strategies on how to manage your Emotions
  • Building a sense of WE

Customer Service, Communication, Leadership Workshop

San Jose, CA and Long Beach, CA: TrainSMART facilitated onsite, instructor-led, tailored Customer Service (A Deeper Dive), Communication Skills Expanded and Leadership Essentials and workshop at our client’s sites in San Jose, CA.

The goal of the training is to create and deliver training that is standardized, repeatable, and sustainable and will shape the strategy and behaviors of how to shape the patient experience. Essentially, the client was seeking a more patient-centered, positive culture. The workshop topics were tailored to the client’s audience. Training sessions were two-two and one-half onsite workshop series.

Key Topics

Kick-off

  • Customer Service as defined by Satellite Health Customer Service Model
  • Create a Calm Environment
  • Open Yourself to Understanding Others
  • Need a Nonjudgmental Approach
  • Focus on the Issue
  • Look for Solutions
  • Implement Agreement
  • Continue to Communicate
  • Take Another Look

There was a basic review of the model and then it was used to go deep on the interpersonal
skills required to achieve the model.

The deep dive includes:

  • DiSC (a review)
  • Emotional Intelligence
  • Radical Candor
  • Active Listening
  • Having difficult conversations
  • Understanding your conflict management style
  • Dealing with Difficult People
  • Problem Solving/decision making
  • Understanding Implicit Bias
  • Leading a Successful Team (5 Dysfunctions of a Team)

We utilized templates, models, and assessments as a part of the workshop.

  • Relationship Building
  • How to create a relationship without “selling”
  • The key is working on a relationship when the hospital works exclusively with
    another organization.

Customer Service & Communication

Bakersfield, CA: TrainSMART facilitated on-site tailored instructor-led Customer Service Essentials and Communication workshops at our client’s Bakersfield, CA facility. The training included best practices when using a telephone, email and personal situations.

The integration of Emotional Intelligence and Cultural Intelligence was added as a lighter touch. Prior to the workshop, we worked with the client to determine the key learning objectives and the details to support this one-day interactive workshop.

The workshop topics were tailored to the client’s audience. The topics may include:

  • Quality Customer Service
  • Reasons why Quality Service is Important
  • Customer Service Impact
  • Communications Skills
  • Communication Styles
  • Emotional Intelligence: Foundational
  • Communication Etiquette
  • Four Steps to Quality Customer Service
  • Basic Problem Solving Skills
  • Strategies to Manage Challenging Customers and Diffuse
  • Strategies on how to manage your Emotions

Your Extra Set Of Hands Is Here To Help! Tell Us About Your Project

Ready to discuss your training and development needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 ext. 1 or fill out the form below.