Training & Technical Assistance

IPCA hosted a two-part webinar series: Customer Service Refresher - For COVID-19 & Beyond.  

Session 1 Recording (10/7)

Session 2 Recording (10/14)

Learning Objectives:

• Understand the evidence supporting effective, compassionate communication as a mechanism to reduce patient and family anxiety, increase compliance, improve the overall patient experience, and create interactions that instill a sense of purpose and making a difference in the lives of others.
• Create greater situational awareness of verbal and non-verbal impressions patients perceive during telephonic and in-person interactions.
• Learn specific keywords and phrases that can be utilized during patient interactions to communicate with compassion and sincerity, manage-up colleagues, and proactively address concerns.