We’ve curated a list of 10 healthcare customer service training courses covering a broad range of topics like positive scripting, complaint handling, and HIPAA compliance. These courses are designed to help your team handle different customer service challenges as they work to provide high-quality healthcare assistance.
Delivering bad news about a medical condition is one of the vital yet most challenging responsibilities of healthcare providers. Whether it’s about a severe illness or even death, the messages must be stated clearly but in the most compassionate way possible. Positive Scripting by EdApp provides some practical strategies on how you can effectively share terrible news with your patients as well as their families. It also delves into the common pitfalls of delivering unwanted news and the overall goals of positive scripting.
This healthcare customer service course perfectly complements the busy schedules of physicians, nurses, and other medical professionals, containing only a single but highly focused lesson that anyone can finish in just a few minutes. You can squeeze in the reading between coffee or while on the way home without any pressure.
Created By EdAppExplore this free course
All medical organizations must be compliant with HIPAA standards to make sure that patients receive the highest quality healthcare customer service and avoid any legal disputes. Created in partnership with Improvement Sciences, this EdApp course highlights the importance of HIPAA, the type of information that must be protected, and best practices for dealing with threats and privacy breaches. It also provides knowledge checks and sample scenarios wherein learning can be gauged and immediately applied. At the end of this course, a glossary of useful resources is provided for reference.
Unlike traditional healthcare customer service training methods, this microlearning course makes good use of EdApp’s powerful features, such as gamification, spaced repetition, and Brain Boost, maximizing learner participation and knowledge retention. And with its mobile accessibility, busy professionals can easily complete their training anytime and anywhere.
Created by EdAppExplore the course
Designed by High Speed Training, the Patient Customer Service Training course contains general information about patient care methods used by professionals in the health and social care sectors. Some of the topics covered in this 2-hour online course include ways to improve listening skills, body language awareness, and communication techniques, all designed to ensure that your patients are always treated with utmost care. It also provides detailed information on NHS care standards as well as compassion and communication styles.
While this course isn’t free, it’s been created specifically for easy self-paced learning with full audio voiceover and unlimited online access. The final assessment has no time limit and once you pass, a certificate will be sent to you the following day.
Created by High Speed TrainingExplore the course
Offered by John Hopkins University through Coursera, this healthcare customer service training course is targeted at healthcare IT support professionals. It discusses the types of healthcare data sources and the different ways to keep them secure. This course also examines the danger of security breaches and different cyberattacks, like malware and phishing, and how the knowledge and expertise of IT professionals can prevent and mitigate them. Modern approaches like encryption and cloud computing will also be explained in detail as a way to protect sensitive health data. You can learn at your own pace, but it takes approximately six hours in total to accomplish this course, which may be quite lengthy for those with short attention spans.
Created by CourseraExplore the course
Empathy is one of the most crucial traits that a healthcare professional must possess in the medical field. It can help healthcare workers communicate better with their patients, and as a result, lead to better treatment of their health concerns. This free EdApp course on The Power of Empathy highlights the different components of communication, which include words, tone, and body language. It also goes into detail about the habits of highly empathetic individuals, some of which include cultivating curiosity, challenging prejudices, discovering commonalities, and listening to others. There’s also a short video at the end that discusses the difference between empathy and sympathy.
With EdApp’s user-friendly authoring tool, you can import this course directly from the course library and edit its content according to your team’s training needs. It can also be accessed via desktop or mobile devices so learners can complete their healthcare customer service training on the go.
Created by EdAppExplore the course
Every patient has a legal right to accept or refuse medical treatments and clinical practices, hence why clinicians and physicians must have a sound understanding of the entire context of informed consent. Ensuring that your patients know what they’re getting into is a basic requirement of good healthcare customer service. Global Health Training Centre’s course on Introduction to Informed Consent will walk you through the importance of informed consent and its limitations. It also goes over the regulations and guidelines that you, as a healthcare provider, should follow to prevent patient misinformation, exploitation, and coercion. At the end of the course, your employees can take a final quiz and if they achieve a passing mark of 80% or higher, they’ll be issued a certificate of completion.
Created by Global Health Training CentreExplore the course
When it comes to health care, children, as compared to adults, must be approached with more grace and friendliness. The main objective of Handling Children In A Healthcare Setting by edX is to help healthcare providers get a clear grasp of the fundamentals and skills required when managing children’s medical and dental health. Expect to learn more about the different stages of child development, communication challenges in pediatrics, and some basic behavioral management techniques to connect and speak with child patients as confidently as possible. As part of your healthcare customer service training, this course also goes over ways to show kindness and empathy in treating children’s medical concerns. The final section of the training program goes over specific clinical scenarios that healthcare professionals might encounter and tips on how to manage them. Made available in English and Spanish, you can easily access this course online through edX’s eLearning platform.
Created by edXExplore the course
Skills Platform’s Complaints Handling in Health & Social Care is a comprehensive healthcare customer service course prepared by The Mandatory Training Group, intended for anyone involved in healthcare and social work. It covers various important topics like the principles of complaint handling, steps for handling customer complaints and difficult customers, strategies for service recovery, and statistics relating to health and social care complaints. The training program also focuses on the importance of understanding customer needs and why they complain to improve overall customer care and satisfaction.
After successful completion of the course, learners will be able to download their CPD accredited certificate. Learners also have 24/7 access to all their learning materials so they can go back and review topics. However, it’s important to note that the course expires 1 year after the date of purchase.
Created by Skills PlatformExplore the course
CEU Academy’s Customer Service and Professionalism in Healthcare is a refresher healthcare customer service course targeted specifically for chaplains, nurses, nursing home administrators, and personal care home administrators. It walks them through the definitions of customer service and professionalism, reasons why customers become upset, elements of superior customer service, as well as the different qualities and benefits of professionalism. Through this course, healthcare professionals can also learn about specific interpersonal customer service skills and telephone etiquette, all crucial in delivering exceptional healthcare customer service. At the end of the 1-hour course, your employees can take an assessment to ensure knowledge retention and if they achieve a passing mark of 80% or higher, they’ll be able to receive their online certificate.
Created by CEU AcademyExplore the course
EdApp’s Handling Complaints course is a customer service training program that teaches customer service employees about proper techniques that should be used when addressing customer complaints. In the medical field, mistakes can lead to serious and sometimes even deadly consequences, so it’s doubly important for healthcare organizations to handle complaints well and address their patients' concerns. Although this course is not specifically targeted at medical practitioners, it can help them handle complaints with empathy and provide first-rate healthcare customer service to their patients. As they go through the lessons, healthcare workers will also learn how to use customer feedback to improve the overall customer experience.
This 3-part microlearning course is made readily available on EdApp’s course library and is also entirely customizable so you can edit and rebrand the content according to your organization’s guidelines.
Created by EdAppExplore the course
Every day, patients call or come into hospitals and clinics to discuss their medical concerns and get proper treatment from healthcare professionals. Without a good grasp on healthcare customer service skills like positive scripting, informed consent, or healthcare data privacy, medical practitioners may end up making their patients feel neglected or mistreated. As an employer, it’s your responsibility to provide your healthcare personnel with comprehensive healthcare customer service training and ensure that they follow HIPAA regulations and your state’s healthcare guidelines. Through training, your workers will also have a better awareness of common customer service issues and a deeper understanding of topics like empathy, children in healthcare, customer feedback, as well as healthcare data security.