PH5. 330 Communication/Customer Service for Phlebotomists
Students acquire skills in the basic concepts of communication, personal and patient interaction, stress management and professional behavior. Topics include: proactive listening; giving and receiving constructive feedback; maintaining a professional image; working well as a team; proper manner for greeting and interacting with a patient, physician, nurse, respiratory therapist and other hospital personnel; communicating instructions effectively; telephone skills; knowledge of basic ICD-9 coding systems and CPT-4 codes for insurance billing.
Prerequisite
Required: High school diploma or GED
Offered
Offered Summer only
Notes
Career Technical Education (CTE) Course
Outcomes
Upon successful completion of this course, students will be able to:
Build patient loyalty confidence. Empathize with patients. Use proper communication techniques when dealing with family and visitors during blood specimen collection and also when interviewing a patient or a patients representative in preparation for obtaining specimens. Use proper manner for greeting and interacting with a patient. Clearly describe instructions to be given to patients in preparation for routine blood collection, glucose tolerance test, bleeding times and other procedures normally performed by a phlebotomist. Work well as part of a team. Maintain a professional image. Demonstrate a basic understanding of major insurance billing codes.