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Telephone Communication Skills
Tuesday, July 16, 2024, 3:00 PM - 4:00 PM EDT
Category: Workshop

(60-minute webinar – available live or on-demand)
Tuesday, July 16, 2024
3:00 - 4:00 PM Eastern

What kind of first impression does your agency make on the phone? Is this something you’ve even considered? To be fair, telephone rapport can be difficult in transactional calls. This webinar will cover a peer coaching program that can lead to lasting change, but it will also deliver bite-sized skills that can be implemented quickly and result in significantly better patient experiences. The competition is fierce, and this is one area where you can differentiate yourself.


  • Create your organization’s sustainable phone greeting
  • Understand four call management tactics that significantly improve patient experience
  • Ditch the scripts and use a four-step process to connect on every call
  • Launch a DIY peer coaching program

WEBINAR DETAILS:  Jennifer calls two healthcare organizations seeking information. Her impression of the first is that they are attentive, competent, and ready to help. The second organization feels indifferent, unfriendly, and abrupt. This impression was formed from a single phone call. Poor telephone behaviors – whether systemic or interpersonal – reduce access and could be a top branding issue. Healthcare providers have less to fear from competitors offering the same services than from indifference of a team member.

How can you sustain the gains implemented as a result of attending this webinar? You can’t observe every telephone call. The solution is a peer coaching program to reinforce agency standards throughout the year. A peer call coaching program is the most effective way to sustain positive call behaviors and customer satisfaction. By the end of this webinar attendees will have a simple, ready-to-implement program.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES: Hospice, Home Health, Home Care, Palliative Care

WHO SHOULD ATTEND?  This informative session is designed for team members involved in the patient experience. It will benefit call center managers, leaders, managers responsible for customer service staff, training managers, human resources personnel, referral and intake staff, and anyone who wants to improve their customer service phone skills.


  • 20 empathetic telephone phrases
  • Customizable peer call coaching template
  • Pre-hire assessment tool for effectively evaluating candidates for positions requiring excellent phone skills
  • Training log
  • PDF of slides and speaker’s contact info for follow-up questions

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.


Susan Keane Baker is an author and speaker who has done presentations in 49 states and many foreign countries. Susan is a Certified Speaking Professional (CSP), which is the highest earned designation of the speaking profession. She is the author of five books including: Managing Patient Expectations, “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care, The Credibility/Likeability Makeover, Higher HCAHPS Scores: The Willing to Recommend Approach, and Split-Second Kindness: Making a Difference When Time is Limited.

A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management. She has served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and is currently a commissioner on the Connecticut State Commission on Medicolegal Investigations. Susan also teaches an annual risk management seminar for Quinnipiac University.

REGISTRATION FEE:     Member $159          Non-member $229

There are no cancellations or refunds.

CLICK HERE to register