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Customer Service for the Radiologic Professional, Part 1: Overview of Basic Concepts....COMING SOON! (0 credit hours)
This module provides an overview of basic concepts of customer service, including a broader perspective of the definition of "customer." Patients, as well as family members and friends of patients, community members, government regulators, health insurance companies and health care professionals located throughout the community are customers too. Understanding the three keys to exceptional customer service allows a person or organization to lay the foundation for solid customer service efforts. By applying basic customer service concepts in their daily work, radiologic technologists can help improve the quality of customer service received by patients, improve patient satisfaction and derive more personal satisfaction from their work.
Todd Erik Henry, JD, MPA, MA, MS
Todd Henry is a graduate of Western State University law school (Fullerton, CA), and of California State University (Fullerton), with degrees in Political Science, Health Care Administration, and Business Administration. His public sector background, combining health care service issues and public policy, extends from practical administrative experience (as Health Policy Manager for the State of Washington Department of Health, Olympia) to the development of health and human service policy positions and programs (as Commissioner for the Snohomish County Children’s Commission, Everett, WA, his current position). Todd has published articles on health care administration and related issues in Minnesota Physician, Managed Care Quarterly, and Connect Business Magazine, and has served as a board member for health care-related organizations. He is also a registered x-ray technician in the state of Washington.
Michelle R. Henry, RN, BSN, BS
Michelle Henry is a registered nurse (Washington State) and holds degrees in Nursing from Coe College (Cedar Rapids, IA) and in Psychology and Sociology (Morningside College, Sioux City, IA). Michelle has worked as a Nurse Manager and Nurse Clinician, with over ten years’ experience spanning roles as a physician extender and clinical trainer in child mental health; to coordinating and providing employee health and safety and OSHA training to clinical and administrative staff, as well as developing quality improvement projects. In her current position as Nurse Manager for the Evergreen Clinic (Community Health Center of Snohomish County, Everett, WA), she supervises and provides clinical oversight to registered nurses and medical assistants. Additionally, Michelle has volunteered as an American Heart Association and American Red Cross CPR/First Aide Trainer since 1998.
Upon completion of this module, learners will be able to:
  • Define customer.
  • Differentiate between the contemporary and traditional definitions of customer.
  • Define and differentiate between external customers and internal customers.
  • Identify several external customers of an x-ray lab.
  • Identify internal customers of an x-ray lab.
  • Define customer service using the contemporary definition.
  • Identify at least three emotions a patient may be experiencing when accessing health care services.
  • Define perceived quality.
  • Identify at least four life factors that influence a patient’s perception of the quality of care or customer service they receive.
  • Describe how a health care organization’s reputation impacts patients’ perceptions of the quality of services they receive.
  • Identify and describe the three key elements of exceptional customer service.
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