2021-2022 Catalog [ARCHIVED CATALOG]
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HLHS 121 - Customer Relations in Healthcare
PROGRAM: Healthcare Specialist
CREDIT HOURS: 3
LECTURE HOURS: 3
DATE OF LAST REVISION: Fall, 2018
This course is designed to introduce students to the healthcare environment and the expectations of them as healthcare professionals and as a team member. Students will develop the necessary skills for recognizing and providing excellent customer relations as a healthcare professional and as a representative of a healthcare provider. Utilizing various methods the student will develop an understanding and attitude of superior customer relations which is critical to success for a healthcare professional and as a representative of a healthcare provider.
MAJOR COURSE LEARNING OBJECTIVES: Upon successful completion of this course the student will be expected to:
- Demonstrate soft skills expected of a healthcare professional.
- Identify the effect personal ethics may have on professional performance.
- Explain legal and ethical issues relating to the healthcare profession.
- Identify where to report illegal and/or unsafe activities and behaviors that affect health, safety, and welfare of others.
- Discuss principles of the use of an electronic medical record.
- Demonstrate computer literacy in healthcare.
- Understand documentation guidelines in healthcare.
- Identify and understand impact of verbal and nonverbal communication of self and patients
- Recognize communication barriers.
- Identify techniques for overcoming communication barriers.
- Recognize the elements of oral communication using a sender-receiver process.
- Differentiate between subjective and objective information.
- Identify resources and communication techniques based on individual needs.
- Recognize elements of fundamental writing skills.
- Identify the appropriate chain of command relating to internal and external customers
- Apply interpersonal skills to communicate effectively and deal with conflict
- Identify appropriate personal and professional use of social media.
COURSE CONTENT: Topical areas of study include -
Demonstrating empathy, sensitivity, and caring
Chain of command
5 rights of delegation
Professional telephone etiquette
Importance of a positive attitude in delivering good customer relations / embracing a professional image
Characteristics of a professional employee (attendance, attire, positive attitude, team player)
Self-esteem
Barriers to good customer relations
Abuse and neglect reporting
Sexual harassment
Chain of custody
HIPAA
Advanced Directives
Release of Information
Consent
Notice of Privacy Practices
Confidentiality
Patient Bill of Rights
Safety measures with EMR
Communication skills (verbal, non-verbal, written)
Conflict resolution
Effectively managing job stress / managing emotions
Correcting medical information
Objectivity
Course Addendum - Syllabus (Click to expand)
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