OST 263 Healthcare Customer Relations

Lecture: 3 Lab: 0 Clinic: 0 Credits: 3

This course provides the soft skills necessary for effective communication and maintaining customer satisfaction in healthcare. Emphasis is placed on the importance of positive attitudes, techniques for handling difficult/angry customers, rephrasing blunt communication for better results, and the communication skills required to discuss topics such as insurance and billing issues with the patient and other medical personnel. Upon completion, students should be able to communicate information in a professional manner.

Course is typically offered in Spring
Student Learning Outcomes (SLOs)
Students should be able to do the following after completing the course:

Define customer service terminology for a medical office setting.
Demonstrate techniques for communicating with patients in a medical office setting.
Develop strategies for handling difficult patient conversations in a medical office setting.