Allied Health Professional Tips for Customer Service
We live in a unique time. Providing feedback, leaving reviews, making recommendations are as easy as the click of a button. Unfortunately, people can be more likely to provide their feedback when they believe they had a negative experience. This is why excellent customer service is key for any profession, including (and especially) for allied health jobs. For an allied health travel job, you may not have made customer service a priority, as the assignment is only short term. Maintaining excellent customer service while on every travel assignment is key for your future career opportunities, growth, and the well-being of your patients and the medical facility. Here are nine customer service tips for allied health professionals.
This is a great tip for any relationship. When dealing with patients, fellow staff, vendors, etc., make sure to always listen first. Patients will generally know when their allied health professional is not being attentive to their needs. People in general just want to feel heard. This can be said for supervisor/employee relationships, spouses, and allied health/patient relationships. Most of the time, if they feel like their concerns are heard, they will leave with a positive attitude.
Leave the Problems at Home
We are all human. We all inevitably have those days when nothing is going right or we have personal issues at home. However, we all need to leave those problems at home, or at least at the door of where we work. Part of medical treatment is the experience. The patient will be able to feel the negative energy in the room if you are projecting it. Always remember, you are there to help people. If the issues at home are severe, make sure to speak with your supervisor. They may recommend staying home to keep a positive atmosphere in the facility.
Attack Every Issue with the Glass Half Full
Do you see a problem and immediately think the worst? While some problems seem impossible to fix, there is always a way out. Look for the silver lining. Working in the medical field can at times feel overwhelming, especially in an allied health travel job, but you are partly in this field because of your ability to problem solve. Having a positive outlook will, in turn, create positive solutions.
Do Not be Afraid to Ask for Help
One recipe for a negative experience is feeling like you can handle it all yourself and being afraid or too proud to ask for help. This can lead to the problem spiraling out of control and becoming a much bigger issue than it needed to be. In most cases, your supervisor should be willing to lend a hand or answer a question you may have, especially when their reputation is also at stake. You can also reach out to the recruiter who may have helped place you in the position for help with certain work-related problems. The most successful organizations have strong teams with open forms of communication.
When a problem arises, you may instinctually want to freak out. Or if a patient starts going off on you, you may be tempted to return the favor. It is very important to stay calm in these situations. It may be the goal of the irate customer or patient to get a rise out of you. In addition, losing control could give credence to their argument. If you feel yourself starting to lose it, step away and take several deep breaths. Remember, these issues are rarely personal and can usually be handled with a measured approach.
The worst thing any organization or hospital can do is to constantly find themselves playing defense. The best customer service strategy is one that is proactive. Ask the patient how their experience went before they leave the building. If they mention some type of an issue. Try to remedy it before they go home so they leave happy and content. Make sure your first impression is a good one. Lead with a smile and inviting handshake. Also, make proper eye contact. Treat every allied health travel job assignment as if you will be there forever. You can also be proactive with the feedback tools. Ask patients who you know had a great experience if they would be willing to leave a review.
Speak in Simple Terms
An easy way for there to be miscommunication or to appear condescending it to use too much jargon or speak in complicated terms. Be as conversational as possible. Explain the process and whatever ailments they may have in the simplest possible terms. The last thing you want is for your patient to leave feeling confused or aggravated.
Do Not be Afraid to Connect
Without crossing any boundaries, do not be afraid to connect with the patients. Even if you will only be working at that facility for a few months. Ask them how their day is going, send follow up emails or make a follow-up phone call, share information about your family. Being relatable with your patients is an easy way to ensure they have a positive experience.
Say “Thank you”
This is probably the easiest, but possibly the most important tip on the list. Even on a subconscious level, everyone likes to be thanked. While you may not be working for a typical for-profit business, these patients probably had a choice of where they will go for their medical treatment. Say thank you when they first come in and when they leave. They may thank you as well, but that will only add to the experience.
Let us be your customer service guide!
The experts at MedPro will help you find placements in the best cities to further your allied health travel career. In addition, because we want each assignment to be your best yet, we offer the MedPro Experience® program—a personalized employee experience program that embraces and celebrates you! To learn more and begin your allied travel career, contact us today at 1-800-866-8108, or apply here!