Recorded for the 2019 Spring Convention

47 minutes of synced audio and PowerPoint

Course Description:

The practice of medicine is a combination of art and science. Especially when dealing with the complex feelings and emotions of patients. An urgent care visit can represent many things to patients, including stress, anxiety, fear and/or frustration. To succeed in the business of healthcare and deliver amazing patient experiences, it’s as important to manage your patients’ concerns, expectations, and emotions as it is to deliver sound medical care. It’s critical that employees master certain skills; Patience, Attentiveness and Empathy are just three of fifteen people skills necessary to ensure that patient’s needs are met, while also achieving high quality service goals. This presentation will illustrate fifteen customer service skills every urgent care employee must master, in order to, succeed in delivering a high quality patient experience.

Speaker: Claudio Varga, CPPM, CPB

Claudio Varga is a top-level Operations and Marketing Director with 30 plus years of experience in the healthcare industry. As a national speaker on a multitude of urgent care and medical practice marketing, customer service and operations topics, his passion is sharing insights and practical strategies that create world class five-star patient experiences and dramatically increase practice profitability. He and his wife Jill (a registered nurse) live with their two young children in southern California where they enjoy the outdoors every chance they get. For over nine years Claudio has served as the Director of Operations for Vital Urgent Care in Newport Beach, California. This is his fourth appearance as a speaker at a UCA Convention & Expo.

Disclosures:

None

Please email education@ucaoa.org with questions.