Audience: Frontline Staff such as Front Desk, Outreach & Enrollment, CHWs, etc.
Outreach and Front Desk Staff are often the first point of contact for most patient interactions. Unfortunately, these Frontline Staff sometimes face verbal abuse and emotional outbursts from patients who are experiencing a variety of frustrating situations. These frustrating situations can arise from both personal issues (e.g. health anxiety, financial concerns, fear, lack of sleep) and systemic issues (e.g. scheduling problems, Covid, insurance concerns, staffing shortages). Positive and warm interactions with frontline staff is a high predictor of overall patient satisfaction. Motivational Interviewing provides proven skills to help rapidly de-escalate and increase engagement and trust with patients.