Call Center Communications Online Training Event
1 Hour Training Webinar Wednesday Dec 16 @ 11AM PST
Take your organization from frustration to freedom in your support staffs’ communications with patients requesting controlled medications.
Michael Schiesser MD is an Internal Medicine and Addiction Specialist, committed to sharing specific tools for organizations facing challenging interactions with patients receiving medications otherwise prone to abuse.
This webinar will address simple steps a clinic can take to improve patient safety, staff satisfaction, and workflow efficiency in the call center.
If you are an office manager, call center professional, nurse, or phone staff, then you encounter patients needing help and support for their symptoms; as often as those whose behaviors are disruptive, abusive, or unsafe.
When problems arise in the primary care clinic, it zaps out energy and our time. We may feel threatened, guilty, confused, sympathetic, even betrayed. Some patients engage in “splitting” between phone staff and the provider, or other behaviors that challenge your commitment to advocacy on their behalf. How do you train your staff to maintain boundaries and composure?
In the Webinar You Will Learn:
1) Case examples where a universal physician-patient process transformed front line communications.
2) View examples of collateral media to re-enforce messaging to the patient, such as policies and agreements, in easy to understand formats.
3) Review sample office policy language related to controlled substance refills, with key components to support your phone staff.