From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Tracey Green, Kellie Rosier

This presentation will highlight the importance of registration staff as the first touchpoint of a patient?s care experience, and the tools leaders can provide to support these employees. As part of a larger improvement project across Nemours Children?s Health System, registration staff at Nemours Children?s Specialty Care, Jacksonville, began collecting patient responsibility payments at the time of check-in. This session?s presenters will share details of the training program, including scripting and terminology, and peer-to-peer education. They will also discuss the connection between optimal business performance and patient-centered interactions, and how engaging staff in this connection can result in an excellent patient experience.