ACES Customer Service Training Pilot Program:
Program Objectives
Massachusetts Health Center Human Resources Directors along with Comma Williams Enterprises identified core customer service competencies for interactive skill-based training. One pilot training series has been completed; 4 CHCs participated with positive feedback received.
The League is currently running its 2nd pilot training opportunity - the ACES (Attitude, Communication, Effort and Service Recovery) Customer Service Training Pilot Program. These new pilot trainings will run from April through the early June 2010.
Customer service trainees must attend one all-day session. At a minimum, 80% of the designated staff must attend the training. The priority staff roles include front-line staff: receptionists, registration staff, patient service representatives, patient accounts supervisors, finance counselors, managed care clerks/coordinators and medical assistants.
- Trainings will be offered in the Greater Boston area & in 1-2 other areas of the state based on interest & commitment of the health centers & the numbers needed to fill sessions.
- Participants attend one of 12 total core training days which will be scheduled with a minimum of 10 & a maximum of 21 participants needed for each session.
- A one-day session for Coaching for Customer Service for supervisors & managers is expected. Greetings at sessions by health center executives are encouraged!
- One to two participants per health center attend a 5-day 'Train the Trainer Program' & commit to train in future programs for sustainability & affordability post pilots.
- Participants from different health centers attend sessions over an 8-week period so no one health center loses too many staff on training days. Accommodations for different size health centers are expected.
- Pre- & post-surveys on customer service to patients & staff will be conducted.
- Health centers commitment: release staff from health center duties; host training; cover breakfast/lunch; train trainers to contribute to continued collaborative classes; train coaches; provide visible executive & manager support; contribute estimated $20 per trainee for food and materials.
Benefits of Participation
- Address staff skill needs
- Meet customer satisfaction needs
- Support HRSA reviews, Joint Commission & Medical Home standards
- Develop transferable knowledge & skills
- Develop standards
- Cohesive & comprehensive