Customer Service Smart Pack 2011 Edition

Customer Service Culture

• Centered Care: The Delicate Balance Between Patient-Centered, Physician-Centered and Employee-Centered Care, ACMPE Paper 6/2009
• Keep your patients coming back, MGMA Connexion 8/2008
• Keys to Developing a Patient-Centered Culture, ACMPE Paper 10/2010
• Make Customer Service an Ongoing Priority, MGMA e-Source 2/12/2008
• Old Practice: New Approach to Customer Service, FACMPE. ACMPE Case Study 6/13/2008
• A Patient-Centered Focus in the Clinic and at Home Helps Medical Practices Thrive. MGMA e-Source 11/25/2008
• Up front and personal, MGMA Connexion 2/2008

Customer Service Operations

• Expanding your clinic's hours, MGMA Connexion 4/2008
• The one-stop shop, MGMA Connexion 4/2008
• Providing patient care during a winter storm, ACMPE Case Study 7/28/2009
• Should your medical group practice charge for patient forms? MGMA In Practice Blog 9/3/2009
• Use Technology to Redefine Your Patient's Experience, MGMA e-Source. 3/25/2008.

Front Office Service: Check-in

• 5 Ways to Enhance Patient Check-in, MGMA Connexion 3/2010
• 10 commandments of good service for front office success. MGMA In Practice Blog 9/2/2010
• Patient collection check-in scripts for medical practices, MGMA In Practice Blog 8/19/2010
• Serve yourself, MGMA Connexion 2/2008
• Taking the pain out of long waits, MGMA Connexion 1/2009

Front Office Service: Appointments & Scheduling

• 30 ways to reduce patient no-shows, MGMA In Practice Blog 7/9/2010
• Patients treated together can improve together (cover story), MGMA Connexion 3/2010
• Should We Use An Automated Call Reminder System? ACMPE Case Study 8/13/2009
• Should your medical practice charge for patient no-shows? MGMA In Practice Blog 6/10/2010
• Top 10 tips to improve overall practice work flow, MGMA In Practice Blog 8/11/2009

Patient Communication

• 5 reasons medical practice administrators should use social networking, MGMA In Practice Blog 4/30/2009
• 6 ways to enhance physician-patient communication, MGMA In Practice Blog 7/22/2010
• Communicative Competence: Overcoming Language Barriers in the Health Care Setting, ACMPE Paper 8/2009
• Improve your telephone-message response time, MGMA e-Source 1/22/2008
• Mediating difficult patient situations in your medical practice, MGMA In Practice Blog 8/31/2010
• Mind your manners, MGMA Connexion 4/2008
• Use Innovative Patient Outreach Methods to Grow Your Practice, MGMA e-Source 11/10/2009
• Where, oh, where did those test results go? MGMA Connexion 10/2008
• Your physicians should connect with patients, electronically - that is, MGMA e-Source 1/22/2008

Patient Quality, Satisfaction, & Safety

• 4 measures integral to group's success with patients, MGMA e-Source 12/8/2009
• 8 customer service ideas to enhance patient satisfaction, MGMA In Practice Blog 3/10/2010
• A Clear & Present Measure, MGMA Connexion 9/2009
• Delight is in the Details, MGMA Connexion 11/2008
• Free tools for physicians and medical practice patients, MGMA In Practice Blog 6/10/2010

Presents patient safety and patient satisfaction tools

• Increase patient satisfaction with Stephen Beeson's data-driven strategies, MGMA In Practice Blog 6/23/2009
• Make your practice a safe practice, MGMA Connexion 9/2008
• The more you know, MGMA Connexion 8/2008
• Patient Satisfaction Depends on a Whole-Practice Approach, MGMA e-Source 3/11/2008
• Remember: Your Customers Have All the Answers, MGMA e-Source 3/11/2008
• Simple formula for big success, MGMA Connexion 1/2009
• Sometimes the Little Things Pay Big Patient-Satisfaction Dividends, MGMA e-Source 6/23/2009
• What do patient satisfaction, safety and malpractice risk have in common? (cover story), MGMA Connexion 8/2008