Course 2: Customer Service in Healthcare

self-study
course
2015
course
two
The Ohio State University College of Dentistry is a
recognized provider for ADA, CERP, and AGD
Fellowship, Mastership and Maintenance credit. ADA
CERP is a service of the American Dental Association to
assist dental professionals in identifying quality
providers of continuing dental education. ADA CERP
does not approve or endorse individual courses or
instructors, nor does it imply acceptance of credit
hours by boards of dentistry. Concerns or complaints
about a CE provider may be directed to the provider or
to the Commission for Continuing Education Provider
Recognition at www.ada.org/cerp.
The Ohio State University College of Dentistry is
approved by the Ohio State Dental Board as a
permanent sponsor of continuing dental education
ABOUT this
COURSE…
contact
us
phone
614-292-6737

READ the MATERIALS. Read and
review the course materials.

COMPLETE the TEST. Answer the
eight question test. A total of 6/8
questions must be answered correctly
for credit.

SUBMIT the ANSWER FORM
ONLINE. You MUST submit your
answers ONLINE at:
e-mail
smsosu@osu.edu
web
dentistry.osu.edu/sms
Q:
Who can earn FREE CE credits?
A:
EVERYONE - All dental professionals
in your office may earn free CE
credits. Each person must read the
course materials and submit an
online answer form independently.
Q:
What if I did
confirmation ID?
A:
Once you have fully completed your
answer form and click “submit” you
will be directed to a page with a
unique confirmation ID.
Q:
Where can I find my SMS number?
A:
Your SMS number can be found in
the upper right hand corner of your
monthly reports, or, imprinted on the
back of your test envelopes. The SMS
number is the account number for
your office only, and is the same for
everyone in the office.
Q:
How often
available?
A:
FOUR TIMES PER YEAR (8 CE credits).
http://dentistry.osu.edu/sms-continuing-education

RECORD
or
PRINT
THE
CONFIRMATION ID This unique ID is
displayed upon successful submission
of your answer form.
ABOUT your
FREE CE…
toll free
1-888-476-7678
fax
614-292-8752
FREQUENTLY asked
QUESTIONS…

TWO CREDIT HOURS are issued for
successful completion of this selfstudy course for the OSDB 2015-2016
biennium totals.

CERTIFICATE of COMPLETION is
used to document your CE credit and
is mailed to your office.

ALLOW 2 WEEKS for processing and
mailing of your certificate.

The Ohio State University is a
recognized provider for ADA CERP
and AGD fellowship, Mastership, and
Maintenance credit.
are
not
receive
these
a
courses
Page 1
2015
course
two
CUSTOMER SERVICE IN
HEALTHCARE
This course focuses on ways to provide excellent customer service to all
patients who interact with your practice and team members that contribute
to your practice. Participants in this course will learn the definition of
excellent customer service, the generational differences of our patients, front
desk, telephone, and email etiquette, enhancing the patient visit, handling
dissatisfied patients, and the importance of team member appreciation. All
of these topics will help ensure your team remains engaged in the business
and your patients remain pleased.
INTRODUCTION
Satisfied patients are essential to
building
and
maintaining
a
successful dental practice. Patients
often choose our practices for the
quality care that they receive,
however they stay faithful to our
practice by the things that are done
outside the treatment room.
Establishing a strong rapport with
potential and existing patients and
their family members is the best way
to maintain a thriving business.
written by
rachel a. flad, bs
edited by
karen k. daw, mba, cecm
release date
April 27, 2015
last day to take the
course at no charge
May 22, 2015
last day course is
available for credit
December 31, 2017
DEFINING EXCELLENT
CUSTOMER SERVICE
We all have received exceptional
customer service at some point
through our interactions with
various businesses. How were we
treated that made that experience
exceptionally
better?
Each
individual
has
their
perfect
definition of customer service,
however it most often revolves
around two areas: attention and
communication. Excellent customer
service does not just belong in the
retail or food service industries. As
healthcare providers, we have the
opportunity to positively impact an
individual’s visit to our practice.
While it might seem like a relatively
easy task to ensure that we are
providing excellent customer service
to all of our patients, are we
confident that the entire team is
committed to the same goal?
How do our team members treat
our patients when the doctor or
office manager is out of the room?
What standards are we holding
our team members to with
regards to patient interaction and
customer service?
It is also important to remember
that not all patients are the same
and generational differences can
modify how one patient prefers to
communicate
compared
to
another. In the section below, we
will discuss the major generational
groups that you may interact with
on a daily basis and the little
things that we can do to truly
enhance their patient experience.
GENERATIONAL
DIFFERENCES &
CUSTOMER SERVICE
Our patients make up a diverse
group of cultures, generations,
and backgrounds. Being aware of
these differences can help us in
providing an outstanding patient
experience for all individuals. In
the following sections, we will
look at information from the West
Midland Family Center, a nonprofit organization which focuses
on stimulating lifelong learning,
encouraging social interaction.
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We will describe how each generation views
technology, communication, and work ethic. This
information can be applied to your daily
interactions with your patients.
born between 1946-1964 and are currently in
their 50s and 60s. Baby boomers experienced the
Vietnam War, the Cold War, and the beginning of
space travel.
TRADITIONALISTS
Core Values & Attributes
Traditionalists are those individuals who were
born between 1900-1945 and are at least 70 years
old. Traditionalists include Korean War veterans
and individuals whose parents may have survived
the Great Depression.
Baby boomers were the first generation who
questioned the things that their parents accepted
as normal. Baby boomers are extremely loyal to
their children and were the first to believe in
equal rights and opportunities.
The
communication skills of baby boomers involve
more modern forms of technology and they also
have a greater sense of consumerism.
Core Values & Attributes
Traditionalists are typically seen as loyal and hard
working individuals who are committed to a
business that they have an established history
with. Traditionalists could potentially be our
longest tenured patients and stay faithful to the
businesses and the team who continually provide
outstanding service.
Work Ethic & Values
Traditionalists are dedicated, hard working
individuals who respect authority and those who
are older and have more seniority. They value in
others the same traits that they personally
possess.
Communication & Technology
Traditionalists tend to shy away from technology
and prefer more “tried and true” methods of
communication. When communicating with a
traditionalist, you should avoid jargon or slang
terms and should always show them respect for
their age and life experiences.
Work Ethics & Values
Baby boomers are driven in their careers. They
would typically put in more hours than what a
work week consists of and they believe that this
established their self-worth and identity in the
workplace. Baby boomers are loyal to their
coworkers and are comfortable with challenging
authority.
Communication & Technology
Technology is an acquired taste with most baby
boomers. While they do not shy away from it, like
their traditionalist parents, they may be hesitant
to use the newest gadget. Baby boomers utilize a
blend
of
electronic
and
face-to-face
communication and prefer to establish a friendly
rapport with the individuals and businesses that
they interact with the most frequently.
Takeaways
Traditionalists tend to be our most loyal and
devoted patients.
When integrating new
technology into our businesses, we should expect
to receive some pushback and hesitation to new
ideas. Their loyalty will remain with us, as long as
we respect their preferences and routines.
BABY BOOMERS
Baby boomers are those individuals who were
Page 3
Takeaways
Work Ethics & Values
While most baby boomers are more flexible and
technology-savvy than their traditionalist parents,
they still prefer a direct style of communication.
Baby boomers frequently use body language in
conjunction with their verbal interactions, so it is
important to be aware of those cues when
interacting with our patients. Baby boomers are
more likely to question the norm and may
challenge the decisions of the business, rather
than agreeing with everything as it is presented.
It is crucial to explain the policies and procedures
of the business when questions arise, but
explanations should be presented in a respectable
manner.
Gen Xers strive to have a great balance between
their work life and their family life. They prefer to
work in an environment that is more casual than
formal, but it is essential for them to be working
towards a cause that they are passionate about.
Gen Xers prefer diversity, technology, and fun in
both their personal and professional lives.
GENERATION X
Generation X, more commonly known as Gen X,
includes those individuals born between the years
of 1965-1980 and are in their late 30s and 40s.
Many Gen Xers witnessed the end of the Cold War,
the Watergate scandal, and experienced women
entering the workforce in increasing numbers.
Core Values & Attributes
Most Gen Xers are more independent and selfreliant than their baby boomer or traditionalist
parents and grandparents. Gen Xers tend to
question the values of baby boomers and
embrace the diversity in their lives. Gen X women
were expected to work outside of the home and
many children participated in day care.
Communication & Technology
Communication and technology are vital to Gen
Xers.
Individuals typically prefer immediate
communication and facts to be presented in a
direct way. This generation is the first who are
extremely comfortable with technology and
almost always have a cell phone on them. Gen
Xers prefer email over phone calls and may tend
to use a more informal language style.
Takeaways
Gen Xers are the first generation of patients that
will understand and look forward to us utilizing
more technology in our practices.
This
generation has the ability to relate to both baby
boomers and millennials and can bridge the
generation gap in your office.
MILLENNIALS
Millennials are those individuals born between
1981-2000 and are in their teens, 20s, and early
30s. Millennials are also commonly known as
Generation Y. By this time, technology and digital
media are a large part of their every day lives and
they are typically always on the go.
Core Values & Attributes
Millennials are highly competitive, confident, and
enjoy having fun. Since technology has always
had a major role in their lives, they usually have at
least one electronic device on them at all times
and they look forward to additional advances in
technology. While millennials are open to new
ideas, they have a strong sense of entitlement and
are commonly influenced by the stimuli that they
encounter in their personal and professional lives.
Page 4
Work Ethics & Values
Millennials are typically ambitious and constantly
multitasking.
They thrive while under the
guidance of a mentor and tend to make that
connection at the workplace. They are goal and
career oriented and are constantly looking for
ways to develop themselves professionally. They
typically succeed in a collaborative work
environment and want to enhance their work
skills with education.
Communication & Technology
VOICEMAIL VORTEX
Since millennials constantly have a cell phone or
other device always on them, they typically prefer
communication to come in the form of email,
instant messages, or text messages. Millennials
react well to individuals who can have fun and
show that they are human, without being
disrespectful.
Takeaways
Even though millennials are always on the go and
always communicating, they value frequent
communication and want to develop a bond that
goes further than just the office. Even though
they are young, millennials expect to be treated
respectfully and will treat you with the same
courtesy and respect.
TELEPHONE ETIQUETTE
Technology is ever changing, but there is one
form of communication that bridges all
generations: the telephone. The first impression
that potential patients have of our practice is
often by communicating with us via telephone.
While this initial interaction is away from the
potential patient’s sight, we need to ensure that
we are doing our best to provide excellent
customer service and the most adequate
assistance possible to each patient. An article
from Dental Products Report listed three mistakes
that we may be making with the telephone that
could be losing us patients. These common
mistakes include:
• Voicemail Vortex
• Verbal Vomit
• Uncomfortable Answers
During normal business hours, we are constantly
answering one phone call after another,
scheduling
and
cancelling
appointments,
accepting messages for other team members, and
receiving sales calls. It is not uncommon for
phone calls to go to voicemail, especially on days
where we are busier than usual or are shortstaffed.
In an ideal situation, we would always have a team
member available to answer all phone calls by the
third ring. Since this is not always feasible, it is
important to return the phone call in a timely
manner. This reassures your patients that you do
value their time and business and prevents the
patient from having to call multiple times to
schedule an appointment or clear up an issue.
Continually having a patient leave a voicemail
could lead to the patient deciding to take their
business elsewhere.
VERBAL VOMIT
It is imperative for our staff members to only
provide answers on topics that they are educated
in so that they can provide the correct answer. If a
patient calls regarding an insurance issue, you do
not want a staff member with no insurance
training providing the patient with an answer that
may not be correct. Especially in the healthcare
field, we need to avoid releasing personal health
information (PHI) or providing a premature
diagnosis before the patient has the opportunity
to speak to a doctor. Verbal vomit can cause the
patient to unnecessarily worry and, if serious
enough, could potentially lead to the patient
taking legal action on your practice.
Page 5
UNCOMFORTABLE ANSWERS
ADDRESSING
Team members are frequently asked to
temporarily carry out roles and responsibilities
that are not their typical responsibilities. In a
pinch, a team member who usually works in the
operatory or in the billing department could be
needed to handle front desk responsibilities to
make sure that the practice continues to run
smoothly. In the heat of the moment, the usually
capable and friendly team member could become
cold and frustrated, and unknowingly, not provide
the best customer service possible. When times
like these arise, here are a few tips to guarantee
that your customer relations run smoothly even
during the most stressful of situations.
Addressing begins with the email’s subject line.
These days, everyone gets multiple emails a day,
making it easy for valuable messages to be
overlooked or deleted. Every email should include
a clear subject line that can catch the recipient's
attention and is more likely to be opened and
read. In addition to a clear subject line, all emails
should include a professional salutation. An email
that opens with “Good Morning Sally,” rather than
“Sally,” or no greeting at all, can lead to the
recipient continuing to read the email and provide
a prompt response.
TELEPHONE ETIQUETTE TIPS
When emailing current or potential patients, it is
crucial to avoid the use of jargon or slang as it may
not be warmly accepted by certain audiences.
Humor can often be lost on the recipient,
especially if there is not a close connection
between the two parties. It is important to
remember that you are catering to a diverse group
of individuals – some who are not as comfortable
as others with regards to technology.
Understanding your client base ensures that you
are providing excellent customer service for all
current and potential patients.
• Always answer the phone within three
rings.
• Smile while talking – even though the
caller cannot see you, it relaxes and
makes you more comfortable.
• Include a friendly greeting and provide
your name.
• Provide a helpful script for team
members who may be filling in by
answering phones.
• Only answer questions that you are
qualified to answer.
• Never argue with a caller.
• Avoid blind transfers – provide
information to the team member who is
receiving the transferred call.
• Ask for permission before placing a
caller on hold.
• Always
return
phone
messages
promptly.
FORMALITY
TONE
When we communicate with patients verbally,
there are often non-verbal clues to determine the
tone of the conversation. However, those nonverbal clues are not present in email
communication. It is necessary for you to convey
EMAIL ETIQUETTE
In today’s high-tech digital world, it is becoming
increasingly easier and more popular to send a
quick email to a patient or co-worker rather than
sending a postcard or making a phone call. Even
though emails are a more efficient way to
communicate with our patients, it is important to
keep certain things in mind when writing an email
to a current or potential patient.
Page 6
your message in a way that is direct and to the
point to try to avoid any confusion by the
recipient. Also, including words such as “please”
and “thank you” can go a long way to ease the
tone of an email.
Before sending your email, make sure you take the
time to re-read the message, clearing up any
confusion and catching any errors. Always provide
the option for the recipient to get ahold of you if
there are any additional questions.
Email
technology has made it quicker and easier for us to
connect with our patients, but this does not mean
that we should communicate with them any
differently than we do in person.
BE MINDFUL OF CONTENT
Similar to telephone etiquette, we want to ensure
that we are providing information to our patients
that we are knowledgeable about and are
permitted to provide them digitally. It is important
for each practice to have a policy on what
information can be released via email. The digital
age makes it increasingly easier to share
information with others, but we must always take
into account patient privacy. It is imperative that
all team members are aware of the Health
Insurance Portability and Accountability Act
(HIPAA) Privacy Rules when it comes to patient
communication and disclosure. For additional
information on HIPAA Privacy Rules and how they
pertain
to
your
practice,
please
visit:
http://www.hhs.gov/ocr/privacy/hipaa/understa
nding/index.html
PATIENT SATISFACTION
In today’s economy, people are not afraid of
leaving a business if they are not satisfied with the
quality of service that they are receiving. The same
holds true for the healthcare industry. In order to
make certain that your business continues to
flourish, it is important to provide the best
experience to each and every patient that walks
through your doors.
HIRE A FRIENDLY OFFICE MANAGER
The office manager is the one team member that
your patients could interact with the most in your
practice. Ensuring that this individual has a
friendly demeanor, can relate to patients on a
personal level, and can handle multiple duties at
one time is crucial for the continued success of
your practice. Your office manager should also be
able to relate to your team members. They should
be able to hold your team members accountable
and follow-up on any instances of patient
dissatisfaction and disagreements between team
members. Our patients can pick-up on the subtle
clues that two team members do not get along.
The office manager should be able to detect the
issue and resolve it in a private setting.
INTRODUCE EVERYONE
Some patients do not enjoy their trip to the doctor,
but extending a warm welcome to them as they
enter your practice can go a long way to calm their
nerves and make them feel at ease. New patients
should always be introduced to the office
manager, dentist, dental hygienist, and dental
assistant who will be working with them during
their course of treatment. If your practice is
smaller in size, taking the time to introduce
patients to a new team member is an easy way to
provide excellent customer service. This ensures
that your new patients feel welcome and your
existing patients feel valued.
PATIENT INTERACTION
Greeting patients with a personal touch is an
relaxed way to provide excellent customer service.
Acknowledging your patients with a simple
“Hello,” or “Good Morning,” as they enter the
Page 7
practice lets them know that their time and loyalty
is valued. When seeing a new patient for the first
time, a simple handshake and warm greeting can
reassure the patient that they made the correct
choice in choosing your practice. The small
things that you do before the patient sits in the
treatment chair can boost their experience,
whether it is their first, or 50th, visit to your office.
practice. If the patient sees these cluttered areas,
they could assume that your operatories are the
same way, questioning the level of care that they
might receive in your practice. Small steps can
help enhance the experience for all of your
patients.
GIVE THE PATIENTS CONTROL
In the previous section on telephone etiquette, we
explained how team members who are not
qualified may unintentionally provide a patient
with incomplete or incorrect answers to basic
questions, or may appear to be cold and distant
with the patient. Since it is not known when a
team member will have to fill in a pinch, it is
important to ensure that we are setting them up
for success. All team members should be trained
to answer the phone and interact with patients in
the same manner.
When it comes to
communicating via the telephone, simple scripts,
modified to your practice, can provide a smooth
transition. Dental Economics lists the following
seven scripts as being vital to ensuring your
practice’s success.
It is important to ensure that your patients are
aware of the details of their visit. Taking an extra
minute to explain a procedure or a new technique
that is being used makes the patients feel as if they
are involved in their treatment. Before the doctor
begins any procedure and before donning any
personal protective equipment, take a minute to
ask how the patient’s day is going and if they have
any questions before you begin. This open
dialogue could bring up some significant
information regarding that day’s treatment, or,
may ease any nervous feelings that the patient
may be experiencing.
SETTING YOUR STAFF UP FOR SUCCESS
DRILL DOWN ON THE DETAILS
Greeting patients by the telephone
Details are what can help turn a patient’s
experience in your office from good to great. A key
step is to take the time to look at your practice
through your patient’s eyes. Simple updates and
upgrades can turn your waiting room from cold
and secluded to warm and inviting. Keeping
recent magazines and newspapers available for
your patients to enjoy while they are waiting to be
taken back to the treatment room can allow the
patient to relax. Keeping the front desk and
waiting area clean and uncluttered can have a
positive impact on a patient’s perception of your
The patient’s first impression of the practice is
determined by how the team member answers the
telephone. If the telephone is answered in a
rushed or annoyed manner, it can appear that you
are not ready to assist patients. By answering every
phone call with a friendly and professional
demeanor, all patients will be reassured that the
practice can fulfill their treatment needs.
Greeting patients in the office
Patients should be greeted in the same friendly
and welcoming manner, whether it is their first visit
to the practice or their 50th visit. When a patient
arrives, they should all be properly greeted,
preferably by their first name. In the event that
there is only one person at the front desk, and they
are on the phone or dealing with another patient, a
nod or wave acknowledges their arrival. Greeting
patients when they arrive should not be protocol
for just the front office staff. Anyone who may be
near the front of the practice should take this extra
step to guarantee that all patients feel special.
Page 8
Emergency patients in pain
Emergency situations can be difficult situations to
handle, for both the patient and the team member.
However, you do not want to disrupt the daily
schedule of the practice when handling an
emergency situation. It is important to balance
concern and the willingness to treat the problem,
but be proactive and suggest times that the doctor
is available to see the patient.
Scheduling Patients
When scheduling a patient for their next
appointment, you should provide them with
several options in an attempt to guide them to the
time that works the best. Remember , the patients
should not dictate the schedule for the practice,
you should.
Hygiene pre-appointment system
Taking the time to schedule your patient’s next
appointment before they leave the practice is an
easy way to increase productivity and patient
retention. This makes the patients feel like they are
the focus of the practice and they are getting the
first opportunity to schedule an appointment for a
day and time that works best for them. Also,
scheduling their next appointment in advance
helps the patients avoid any scheduling conflicts
and, as a result, increases the productivity of the
practice.
Handling cancellations
Cancellations can adversely affect any practice.
When handing a cancellation, it is important to be
firm, yet understanding with the patient. When a
patient calls to cancel an appointment, a concerted
effort should be made to convince the patient to
keep the original appointment to avoid scheduling
conflicts and to carry out treatment plans in a
timely manner.
Making a collection call
Collection calls are critical to your practice. When
attempting to collect past-due funds from a
patient, a personal telephone call is the best
method to ensuring a quick resolution to the
situation. Collection calls should always involve
the financial coordinator and there must be a
detailed system in place
explaining the
repercussions for not meeting the financial
obligations.
DISSATISFIED PATIENTS
Despite the best of intentions, everyone is destined
to interact with individuals who are not satisfied
with company policy or the service that they
received. Below are a few cues to look for and how
to handle any dissatisfied patients in your practice.
LOOK FOR THE SIGNS
There are many signs that will present when a
patient is not pleased with the information that is
being delivered or a policy that they may not
particularly agree with. A dissatisfied patient may
raise their voice, tighten their jaw, or may stand in a
way that is not typical. When you witness these
signs, it is important to quickly react. Taking extra
time with the patient to answer any questions or
clear up any confusion can ease the situation.
Leaving a patient at a time when they are not
satisfied could lead to them becoming more angry.
SHOW EMPATHY
Remember that everyone has a story, and there
may be more things causing stress in a patient’s
life. No matter the situation, every patient has a
story, and we may not be aware of the other issues
that they are dealing with. When a patient is
frustrated with the news you are delivering,
showing empathy may help relieve some of the
stress surrounding the situation.
Showing
empathy does not mean that you go against
company policy or alter a treatment plan to keep a
patient satisfied.
KEEP YOUR COOL
In high stress situations, it is essential that you
always keep a cool and level-headed demeanor. If
a patient is upset because they missed their
appointment time and begin to raise their voice,
you do not want to match their volume. Speaking
in a calm and controlled tone can help lower the
tension of the situation. As in any
Page 9
situation, if you do not feel safe or if you begin to
physically fear for your safety, immediately contact
security or the police department.
TEAM MEMBER APPRECIATION
The atmosphere that your practice has is most
often related to how much your team feels
invested in your practice. If everyone feels valued
and respected as essential members of your
practice, the longer they will stay loyal to you. The
longer tenure that our employees have, the less
money we spend on the time and resources
needed to recruit, hire, and train new team
members. In addition, patients tend to have
stronger relationships with our long term
employees and can build lasting trust with our
practice.
In the midst of the hectic daily schedule, it is easy
to overlook the simple recognition that our team
members greatly appreciate. There are simple
steps that can be done to ensure that all
employees feel like valued members of the
organization. Below are a few examples.
MORNING HUDDLES
Having a consistent morning huddle during your
work week is an simple way to engage your team
with the goals of the practice. A quick 10-minute
huddle before seeing the first patient allows all
members of the team to hear important
announcements and to check-in with the doctor.
This is an easy step to confirm that everyone is on
the same page and the day runs as smooth as
possible.
PERFORMANCE REVIEWS
Team members who are invested into the mission
of the practice are interested in hearing not only
what they are doing well, but also things that they
can improve upon. An annual or bi-annual
performance review is a great time to check in and
see if individual goals have changed or if the team
member has any ideas to improve the practice.
LACK OF COMMUNICATION
Communication is a central part of all healthcare
practices, whether it is in the treatment
room or at the front desk.
A lack of
communication between the doctor and his or her
team can derail a practice, causing patients to look
elsewhere for treatment and team members to
seek other employment. Problems can also arise
from the doctor not being available to the team
members and can result in disagreement between
multiple team members. When issues do arise,
address them immediately, and do not let them
grow into larger issues.
OFFERING TRAINING
Team members who are dedicated to the mission
of the practice look for ways to continuously
enhance their skills. This does not just include
training them on the newest technology to be
released in the field. At times, refresher courses
over office basics, handling disruptive patients,
medical emergencies are needed just as much.
CONCLUSION
Operating a successful dental practice does not
happen overnight. It is crucial to not only have a
great team in place, but also understanding your
client base and what they are looking for in their
doctor-patient relationship. With the right tools,
and the right people, your practice can run
smoothly and successfully for years to come.
References available upon request.
ABOUT THE AUTHOR
RACHEL A. FLAD, BS
RACHEL FLAD GRADUATED FROM DEFIANCE COLLEGE IN DEFIANCE,
OHIO IN 2010 WITH A BACHELOR’S DEGREE IN FORENSIC SCIENCE
AND MATHEMATICS. FROM 2010 – 2013, RACHEL WAS A SENIOR
SALES FLOOR TEAM LEADER AT THE TARGET CORPORATION,
RESPONSIBLE FOR GUEST SATISFACTION AND TEAM MEMBER
DEVELOPMENT AT THE FOURTH LARGEST GROSSING STORE IN THE
COLUMBUS DISTRICT. RACHEL HAS BEEN THE CHANNEL
COORDINATOR AT STERILIZATION MONITORING SERVICE SINCE
2013 AND PRIDES HERSELF ON PROVIDING OUTSTANDING
CUSTOMER SERVICE TO ALL 2,000 SMS SUBSCRIBERS AND THE
FACULTY, STAFF, STUDENTS, AND PATIENTS AT THE OHIO STATE
UNIVERSITY COLLEGE OF DENTISTRY.
RACHEL FLAD CAN BE REACHED AT FLAD.4@OSU.EDU
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post-test
instructions
-
answer each question ONLINE
press “submit”
record your confirmation id
deadline is May 22, 2015
1
T
F
All team members should provide a friendly
greeting and provide their name when
answering every telephone call.
2
T
F
Generation X women were expected to work
outside of the home.
3
T
F
Millennials have no interest in forming close
personal relationships.
4
T
F
Baby boomers are
challenging authority.
SUBMIT
ONLINE
SUBMIT
ONLINE
uncomfortable
with
5
T
F
When a patient is dissatisfied it is best to leave
them alone for a few minutes, rather than
reacting quickly.
6
T
F
Digital media and technology is a large part of
the lives of millennials.
7
T
F
Collections are best handled via email.
8
T
F
Traditionalists tend to use more “tried and true”
methods of communication.
director
john r. kalmar, dmd, phd
kalmar.7@osu.edu
assistant director
karen k. daw, mba, cecm
daw.37@osu.edu
channel coordinator
rachel a. flad, bs
flad.4@osu.edu
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