Prod ID: 536Receive tips for handling the most challenging of interactions with positivity, respect, and composure. Communication is a powerful bridge for resolving all kinds of conflicts. Learn how to listen effectively and gain trust - the key to resolving the differences that lie between you and the staff or patients.
1
50 min
$119.00
Learn strategies for managing challenging patient interactions. In healthcare, you can expect to encounter patients that may be agitated, fearful, confused, or in pain. Patients in this state can react with heightened emotions that range from anger to extreme anxiety or depression. Choosing to respond with professionalism and empathy can diffuse a difficult encounter and improve patient relations. Gain insights on why patients complain and know how to respond with patience and clarity. Learn to rely on proven strategies for successfully managing frustration while fostering mutual understanding and cooperation. Never underestimate the positive difference that strong people skills can make in these situations.
When the challenge exists with a report or coworker, it is critical to establish boundaries and hold others accountable for their behaviors. Difficult interactions with team members can negatively affect individual well-being and overall team effectiveness. Conflict often arises from differences in working styles, even when no one intends to be "difficult." Successfully navigate workplace dynamics and learn how to forge relationships that earn the respect of others. Garner confidence for deciding when - or if - to confront someone. One solution will not fit every circumstance, but no problem is too great to be solved. Knowledge and awareness will help you to respond effectively and improve your professional relationships.
Highlights:
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Tracy SmithCRHCP, CMC, CMOM, CMIS |
After starting her career with a medical billing service over 20 years ago, Tracy Smith transitioned to a physician practice where she quickly learned all aspects from front desk reception to back office collections and everything in between. After becoming proficient in multiple areas and gaining experience in billing and coding, patient satisfaction, credentialing, and compliance she made her way into management. After managing multiple clinics, including rural health clinics in Northeast Texas for Christus Health, and maintaining broad responsibilities in daily operations, she is now an RHC/Revenue Cycle Senior Consultant for Discovery Healthcare Consulting Group and enjoys helping clients all across the state.
With experience in financial management, physician and staff management, provider recruitment and onboarding as well as patient satisfaction improvement initiatives, Tracy strongly believes fostering an environment of transparency, teamwork, and high staff engagement are crucial to success. Her strong work ethic, organizational, and problem-solving skills make her an effective communicator to lead practices and keep up with the constant changes occurring in our healthcare industry. “Being a part of both PMI and DHCG gives me the opportunity to fulfill my passion for educating and motivating clients to develop the skills needed to take them to the next level in their careers. To be a part of this is very rewarding,” says Tracy who also loves to travel and spend time with her family.
Comments from past participants:
"This topic is very useful in annual training for administrative and managerial staff."
"Excellent information for a medical office."
"Good and relevant information."