When you think about customer service, you might imagine someone working in a retail store or restaurant. Many healthcare careers, however, use those same people skills to deliver quality, patient-focused care. In this article, we’ll explain why customer service in healthcare matters and discuss some healthcare careers that require these skills.
What Is Customer Service in Healthcare?
Customer service in healthcare refers to the experience patients have with a provider or a facility. It includes every part of the patient experience, from scheduling an appointment to asking questions during an exam to paying a bill.
Some elements of customer service in healthcare include:
- Clear communication
- Active listening
- Compassion and empathy
- Respect
- Patience
- Friendliness
- Professionalism
If you’ve ever worked in retail, you understand the impact that positive customer service can have on someone’s experience with a business. In healthcare, that impact goes even further. It can affect the care patients receive and the health outcomes they experience.
Why Is Customer Service Important in Healthcare?
Customer service in the healthcare industry can influence how patients feel about their care. Ultimately, good customer service can lead to these benefits, among others:
Gain Trust
Trust matters in healthcare. When patients trust providers, they may be more likely to share concerns, follow medical advice, and return for follow-up care. A recent study shows that effective communication — a core element of customer service — can help providers build trust with patients.
Build Loyalty
Think about the last time you were treated poorly at a store or business. Chances are, a negative experience may have made you reluctant to go back to the establishment again.
The same can be true in healthcare. Patients who receive compassionate, respectful care may feel more comfortable coming back for future appointments, rather than seeking care somewhere else.
Boost Patient Satisfaction
When patients feel valued and appreciated, they may have a more positive perception about their care. Treating patients with kindness, respect, and dignity can go a long way in improving how patients view their healthcare experience. Patient-focused communication can also make a positive difference in patient satisfaction, according to recent research.
Improve Patient Outcomes
Customer service is important in healthcare because it can potentially lead to better patient outcomes. In one study, patients who had a favorable opinion of a hospital were less likely to be readmitted within the next 30 days. This suggests that patient satisfaction can continue to have positive impacts long after an appointment ends.
What Healthcare Careers Require Customer Service Skills?
When you think about a career in healthcare, customer service may not be the first skill that comes to mind. But in these professions, it can be a useful strength to have:
Dental Assistant
Dental assistants spend significant time with patients during exams and procedures. With a friendly attitude and clear communication, dental assistants can help patients who may feel nervous, scared, or uncomfortable.
Pharmacy Technician
Pharmacy technicians have a customer-facing role, especially in retail pharmacies. They answer people’s questions, collect payments, and help with insurance claims. Customer service can help keep those interactions professional and respectful.
Optical Technician
Optical technicians provide customer service when helping patients with fitting and choosing eyeglasses or contact lenses. A patient, respectful, and friendly approach can make it easier for them to provide information and make recommendations in a patient’s best interests.
Medical Assistant
Medical assistants use customer service skills for both their clinical and administrative tasks. From greeting patients at the front desk and answering phone calls to explaining what to expect during an appointment, they can build relationships and gain patients’ trust.
Physical Therapist Assistant
Physical therapist assistants (PTAs) work closely with people who are sick or injured. Using customer service skills, PTAs can support those patients with encouragement and kindness. They also use skills like communication and professionalism when explaining exercises or demonstrating equipment.
Occupational Therapy Assistant
Occupational therapy assistants (OTAs) help patients build or improve the skills they need for daily life. An OTA’s role often involves ongoing, one-on-one interaction with patients, so they use customer service skills to make patients feel respected and motivated to keep making progress.
Tips for Improving Customer Service Skills
If you’re interested in working in healthcare, it’s worth building your customer service skills. Here are some tips for improving your strengths in this area:
- Practice listening. When communicating with a friend, family member, or co-worker, practice giving them your full attention. Listen closely to what they’re saying and ask for clarity if you don’t understand something.
- Ask questions. If you’re not sure what someone needs, ask questions to better understand their point of view. Open-ended questions, like “how are you feeling today?” may encourage the other person to open up and share information with you.
- Get feedback. Other people may have helpful feedback about ways you can keep improving your customer service skills. Ask a manager, co-workers, or friends about areas to work on and where you’re already doing well.
- Be kind. Whenever you can, take the opportunity to be kind. Being friendly and respectful can serve you well if you choose to pursue a career in healthcare.
Explore Patient-Focused Healthcare Programs at ACC
Customer service is important in healthcare because it keeps the focus on the patient. Skills like communication, respect, and empathy are essential in many healthcare roles, including medical assistants, pharmacy technicians, and dental assistants.
At American Career College, we offer healthcare degree and diploma programs for students who want to connect with patients and make a difference. Through both blended and online programs, ACC aims to help you build the practical skills necessary for a career in healthcare.
Ready to take the first step? Reach out today to request more information!
