Dissertation/Thesis Abstract

Customer service in healthcare with an emphasis on front office
by Mortensen, Kathryn, M.H.A., California State University, Long Beach, 2010, 44; 1490317
Abstract (Summary)

The purpose of this study was to determine if implementing two competency modules into a health care setting would improve customer service scores. The relevant data was gathered from the 2008 and 2009 employee evaluations. The two competencies were administered during 2009 and a pretest posttest dependent sample t-test was analyzed.

The competencies were implemented to help employees feel empowered within their job functions, and to ensure these functions were being performed with good customer service skills, customer service being one of their most critical job.

The results of the study determined that the introduction of these two competency modules was not significant (p = .42) and did not improve the individual customer service scores. It suggests that the SCMG should re-evaluate their process for improving customer service within the front office staff.

Indexing (document details)
Advisor: Sinay, Tony, Reynolds, Grace
School: California State University, Long Beach
School Location: United States -- California
Source: MAI 49/04M, Masters Abstracts International
Subjects: Health care management
Publication Number: 1490317
ISBN: 978-1-124-54601-8
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