Exceptional Customer Service Skills. Leader Guide

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Byron Kennedy
8 years ago
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1 4503 Exceptional Customer Service Skills Leader Guide

2 IMPORTANT INFORMATION FOR EDUCATION COORDINATORS & PROGRAM FACILITATORS ACCREDITATION INFORMATION TARGET AUDIENCE These 13 webinar sessions, taught by one of the most experienced Geriatric Care Managers in the industry, provide invaluable insights and training for anyone interested in or already pursuing a career in Geriatric Care Management. Many of these courses are also ideal for people who serve seniors in other fields, such as senior move managers and home healthcare company owners and operators CE CONTACT HOURS NEVCO designates this educational activity for up to _1 hours of continuing education. OVERALL LEARNING OBJECTIVES Upon completion of this course, participants should be able to: Learn how to get the most of in-home and facility based care providers, including strategies to lead care team and professional advisor meetings. Develop strategies and learn best practice techniques to facilitate the client outcomes you are expecting. Develop teams that really work. Learn to do more than monitor care enhance it! ACTIVITY REQUIREMENTS HOW TO EARN CREDIT The supplemental material contained in this Activity Guide is intended to be used with the enclosed PowerPoint. All elements of the curriculum outline (see next page) must be completed in order to obtain full credit. See Facilitation Guide that follows for further details on how to conduct this activity. 1

Many of these courses are also ideal for people who serve seniors in other fields, such as senior move managers and home healthcare company owners and operators CE CONTACT HOURS NEVCO designates this

3 Geriatric Care Management Training Session 12 Exceptional Customer Service Skills TRAINING CURRICULUM OUTLINE All elements must be satisfied in order to meet course requirements. TIME DIDACTIC METHOD CONTENT Learning Objectives Powerpoint Program Post-Test Total Time: Part 1 60 min. 30 min. 1.30min Handout Distribution View Instructional Powerpoint Facilitated Discussion Handout Distribution Learn how to get the most of in-home and facility based care providers, including strategies to lead care team and professional advisor meetings. Develop strategies and learn best practice techniques to facilitate the client outcomes you are expecting. Develop teams that really work. Learn to do more than monitor care enhance it!

4 Geriatric Care Management Training: Session 12: Exceptional Customer Service Skills Test WITH ANSWERS 1. TRUE or FALSE. If you cannot conduct yourself ethically and with professionalism because of a client s demands or behavior (or that of the client s family), you should terminate the service relationship: 2. The Care Manager s customers include: a.) Referral Sources b.) Clients c.) Other providers of services and products to the care manager s clients d.) All of the Above 3. TRUE or FALSE. Managing expectations means doing what you say you will do by the deadline set. 4. TRUE or FALSE. A Care Manager should never make promises to a client they cannot keep. 5. In providing excellent customer service to a responsible party, a Care Manager should: a.) Ask how they would like to be communicated with and how often b.) Never ask them questions the Care Manager can get the answer to independently or should know as the professional c.) Inquire about and acknowledge the client s priorities often d.) All of the Above 6. TRUE or FALSE. The Care Manager should present well thought out proposals for the client or the client s responsible party to consider rather than just ask the client or responsible party what they want the care manager to do. 7. When providing excellent customer service to referral sources the Care Manager should: a.) Ask them how they would like to be communicated with and how often b.) Charge for every interaction with a referral source c.) Treat them special by taking their calls immediately d.) a and c only 8. TRUE or FALSE. A Care Manager should offer to see clients at a referral source s office. 9. TRUE or FALSE. A Care Manager should have Quality Assurance policies. 3

The Care Manager s customers include: a.) Referral Sources b.) Clients c.) Other providers of services and products to the care manager s clients d.) All of the Above 3. TRUE or FALSE.

5 10. TRUE or FALSE: It is best practice to deal with a disgruntled client s concerns immediately. Exceptional Customer Service Skills Session 12 Developing and Monitoring Effective Care Teams 4

6 Answer Sheet 1. a 2. d 3. a 4. a 5. d 6. a 7. d 8. a 9. a 10. a Exceptional Customer Service Skills Resource Advisor Liz Barlowe, MA, CMC CEO of Innovate Today 5

7 As Chief Executive Officer of Innovate Today, Liz Barlowe brings more than 25 years of experience in the aging and disability field. For the past ten years she was Chief Operating Officer for Aging Wisely, LLC, a professional care management and consultation company serving the greater Tampa Bay area of Florida. She was the founding administrator and is a shareholder of EasyLiving, a private duty homecare company. Liz has received the Fellow designation from the National Association of Geriatric Care Managers. She is the immediate past president of the Association s Florida Chapter and is a current Board member. Liz has a master s degree in Gerontology and a bachelor s degree in Social Work. NEVCO video educational programs are prepared using specific criteria designed by National Educational Video, Inc. All educational programs are coordinated and reviewed under the direction of the NEVCO Director of Education, who is a master s prepared nurse. 6

She was the founding administrator and is a shareholder of EasyLiving, a private duty homecare company.

What Is A Geriatric Care Manager? Leader s Guide

4552 What Is A Geriatric Care Manager? Leader s Guide IMPORTANT INFORMATION FOR EDUCATION COORDINATORS & PROGRAM FACILITATORS ACCREDITATION INFORMATION TARGET AUDIENCE These 13 webinar sessions, taught