Services

Help begins with a phone call ....

Your facility’s “customer experience” begins on the first ring. The rapport, creditability and trust established in the first moments of the call are critical to a successful outcome.

Typically the caller is in some state of duress caused by their own addiction or that of a family member. The window of opportunity to get the caller to accept help or take action is fleeting. In today’s competitive environment it is more important than ever to get the most out of each call you receive.

“You Make a Difference” training is designed to provide your staff with the tools, techniques and processes that enhance the customer experience, build stronger customer relationships and improve call conversion rates.

Leveraging time tested methodologies

and best practices

Health Access Consulting & Training (Health-ACT.com) has collaborated with CSC, LLC., a leading provider of training, to create comprehensive customer relationship training designed specifically for the treatment center industry.

Time tested training content
Adapted to the attributes of the industry
Customer focused (family, referent & patient)
Process driven
Designed & presented for admissions / intake staff

Building on the lessons learned during the past seventeen years in the behavioral health consulting field, Health Access Consulting & Training was established to develop training to help admissions / intake personnel enhance your customers’ experiences, build stronger customer relationships and improve call conversion rates.

"You Make a Difference" - Customer Focused Training

We help your staff "Make a Difference"

Background Premise

Admission / intake staff are characteristically extremely compassionate, supportive and committed to helping others. In addition, they are very knowledgeable of addiction and their respective treatment facility. However, sometimes the treatment center side of the conversation sounds scripted or driven by data collection requirements. These conversations can sound impersonal and seem intended to disqualify rather than qualify the caller. Some calls concentrate on extolling the virtues of the treatment facility, rather than focusing on the needs of the caller.

As the first direct line of communication with your customers, it is as important to provide customer relationship training as it is to train on internal policies, procedures and systems.

“You Make a Difference”

The core of “You Make a Difference” training is the adaptation of time tested customer relationship training utilized by numerous professional organizations across multiple industries.

The training curriculum, (copyright - CSC, LLC) has been customized to adapt to the attributes of the treatment industry and characteristics of industry personnel.

“You Make a Difference” training is delivered through a combination of an online training module / self-assessment and one day classroom training held onsite at your treatment facility.

For more information about “You Make a Difference” training, please contact Health Access Consulting & Training at (630) 258-3905

Services

Training Services

* Customer Relationship Training * Train the Trainer * Manager / Supervisor Training

* Training Design / Development * Communication Skills

* Customer Focused Interviewing * Objection / Complaint Handling

* Gaining Commitments * Customer Service

Consulting Services

* Contact Center Consulting * Patient Acquisition Process Review

* Mystery Shopper Services * Business Process Review and Planning

* Market Development * Referral Management

* Metrics and Benchmark Strategy * Forecasting