Customer Service in Health Care Supply Chain Certificate Course

Professional customer service skills are essential for supply chain departments in health care to increase collaboration with organizational stakeholders and foster productive relationships. And in today's health care environment, the need for interdepartmental collaboration has never been greater.

Customer service goes much deeper than helpfulness. The effectiveness of a supply chain department is relative to the respect it has among other departments within the organization, resulting in increased acceptance and participation in supply chain policies and standardization efforts. A truly efficient supply chain allows clinicians more time to meet and exceed goals, improve patient care and satisfaction and ultimately, reimbursement outcomes.

This course covers essential elements of good customer service as they relate to the supply chain function of a health care provider. Not only are these skills important in a team-centric environment, they can create collaborative relationships with other departments. These are often the departments supply chain works most deeply with, including nursing, surgery, finance, imaging, cardiology and laboratory. Upon completion of the six course modules, learners will receive a certificate in health care supply chain customer service and two continuing professional education (CPE) credits.

Learning Objectives:

• Explain why excellent customer service skills are important in supply chain, and how they can be leveraged.
• Identify the key steps to improve and resolve specific customer service concerns and create a lasting culture of teamwork within supply chain.
• Define who your customers are and how each segment is served best.
• Design evaluations and analyze results to improve specific areas.

How this Course Relates to the Cost, Quality, and Outcomes Movement:

Quality customer service can reduce costs, and improve workflow in other departments when supply chain listens carefully and provides accurate assistance the first time. Process costs, staff time and direct material costs can be reduced through good supply chain customer service. Efficient, well-functioning teams that provide great customer service within the supply chain department can make a real difference to others in the organization, decreasing their costs and raising the quality of service they can deliver, ultimately improving patient satisfaction and outcomes.

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