Healthcare Customer Service Trainings a Bust When Employees Lack Corporate Values

Kansas City, MO -- (SBWire) -- 03/10/2011 -- Healthcare employment is on the rise, with the industry adding an average of 22,000 jobs for each of the last 12 months. In January, new healthcare jobs accounted for about 30% of all new U.S. jobs. This isn’t just an opportunity for those looking for industry jobs, but those hiring new workers.

“Hiring is the perfect time to evaluate how well an employee’s beliefs align with your corporate values,” says Kellie Eisenhauer, a human resources expert at (e)Merge who helps healthcare organizations evaluate applicants. “It’s essential that your new hires respect and share your corporate values for many reasons, but especially for effective customer service training. Patient-facing employees will not adhere to your standards of service unless they truly believe in your standards and values.”

But wait… customer service training in healthcare? Most of us associate customer service with hotels, restaurants and retail. “The concept is permeating the healthcare sector. It’s important to have customer service training because many if not all of your employees are interacting with patients and shaping the experience those patients have within your walls.”

“The cost of a bad hire that is customer-facing is very high considering the hiring and ramp up costs, poor productivity, lost revenue and potential damage to the organization’s reputation,” adds Jamie Verkamp, Director of Growth and Development at (e)Merge. “That’s why it’s so important to see if they share your company’s values from the start…so you can make a decision that will positively affect your patient base and work environment.”

(e)Merge is a medical practice growth consulting firm specializing in providing innovative, patient-centric marketing initiatives and medical mystery shopping services that enhance patient experiences to increase referrals. Call 1.877.362.6584 or visit http://www.emergewithus.com.