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Working in healthcare has always been my passion. When I was younger, I always wanted to be a nurse. I then had 4 wonderful children which changed my path slightly, however, I was able to go back to school. I became a Medical Assistant first, and then I completed billing and coding, and now I work at a Pharmacy which has inspired me to do more.
I am eager to continue to develop the necessary skills that are needed to further my career in the healthcare industry. I find myself observing management closely at my current job picking up tips that can help me reach my goals. Working in pharmaceuticals has already taught me so much. We are constantly working to improve daily quality whether it be customer service, perfecting our process to serve patients, or learning about ethical policies, there are always changes taking place to improve all aspects of the company.
We are given audits once a month which evaluate our performance goals and give us feedback that also helps us to be successful. My goal is to continue to exceed the expectations of my job duties and provide the best quality care when it comes to customer service as well as communicating effectively with management, coworkers, and patients. I believe in any healthcare setting; managers should strive to improve the organizational structure of their staff. By doing this, they are shaping the policies and procedures of an organization which helps things run smoother.
Customer service is how organizations run to provide the best experiences for patients and employees. Communication and customer service go hand in hand. Healthcare is a customer service industry. Companies succeed or crash based on the quality of care that is provided and the daily interactions that occur between staff and patients. The key to providing great customer service in the healthcare industry is to stop treating patients as customers whose sole purpose is to generate revenue. Great customer service starts with handling patients with a listening ear and letting them know that they are our number one priority.
Every employee in a healthcare company is potentially a customer service representative – someone whose daily activities should be focused on improving the quality of care provided to patients. Some employees will interact with patients directly while others work in supporting roles (behind the scenes), but everyone should approach his or her job with a customer-service mindset, which allows for quality care.
Poor customer service performance is often an indicator of underlying issues within an organization. A company that provides excellent customer service is likely to have better-clarified processes and structure. Companies that provide poor customer service are likely to struggle with process inefficiencies, staff training, and data quality. These don’t just impact patient care, they also impact the cost of operations, which is what I have seen time and time again. Without proper training, great customer service skills are not incorporated. Without the proper communication to train correctly, associates are not able to gain the knowledge that is needed.
It is my goal to be the best that I can be and to be efficient at all that I strive to do. After being in the healthcare industry for so long, from nursing homes to doctors' offices, I have seen that there are some people that just simply are not good candidates for these organizations because they lack communication and customer service skills. Patients rely on quality care no matter what setting they are in, and it should be the goal for all who decide to be a part of the industry to make sure that they do above and beyond to make quality customer service and effective communication a number one priority as I intend to do.
I know that I have a long road ahead to achieve my goals, but I know that I will learn whatever it takes to continue my career journey. Working as a team to get the job done is my favorite part of my job. I value management because they put so much time and effort into giving us the tools for success. My job is my passion and I hope that one day I will be able to be a great leader so that I can help someone else who is in my shoes. Through all the good managers and the not-so-good ones, I have learned what it takes to become the best that I can be.
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