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May 15, 2024
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2022-2023 Catalog [ARCHIVED CATALOG]
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HLHS 121 - Customer Relations in Healthcare
PROGRAM: Healthcare Specialist
CREDIT HOURS MIN: 3
LECTURE HOURS MIN: 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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