CSR Training Manual

CSR TRAINING MANUAL
CUSTOMER SERVICE MISSION
STATEMENT
Customer service is
not a department, it’s
everyone’s job.
~ Anonymous
TABLE OF CONTENTS
CS Mission Statement 3
Important Phone Numbers 13
Human Resources Contact Info 15
Acronym & Abreviation List 16
Outpatient Locations Phone | Fax | Mail 20
Outpatient Services Provided Per Site 21
SMA Healthcare Locations 22
SMA Healthcare Dress Code 23
Your customer doesn’t
care how much you
know until they know
how much you care.
~ Damon Richards
It is the mission of the Customer Service team of SMA Healthcare to maximize
the treatment experience of our patients through the highest quality of
mental health and substance abuse treatment and care. We are dedicated
to providing a positive experience for our patients through professionalism,
efficient teamwork and a positive attitude. Reflect the “SMA” Way — “Service,
Integrity, Excellence”
The following acronym resonates SMA’s commitment to “quality of
care”.
EMPATHY
E — Effective
M — Mindful
P — Patience
A — Achievement
T — Trusting
H — Helpful
Y — “You Matter!”
Balancing The Cash Box 26
Just In Time Scheduling 26
Scheduling Appointments 28
Appointment Confirmation 30
Each client has different needs. They come to our CSR staff with different
issues and they may need unique treatment/interactions to solve those
issues. Because of this, there is a single attribute that stands out above
all of the rest: EMPATHY!
THE IMPORTANCE OF EMPATHY
Move Forward List 31
Discharge 31
Misc. Forms 32
CSR Process Receiving And Returning
Medications/Injections From Pharmacy 34
Medication Assisted Treatment 37
MAT Referring Process 42
Balancing Of Pos Register 43
Empathy is the ability to understand another person’s feelings
and desires — the best and most successful Customer Service
Representatives have a great sense of empathy. The most important
facet of empathy in customer service is learning and understanding
what success and happiness means to our clients. Our organization
provides services to a very vulnerable, fragile and unique population;
putting our clients at ease and placing them with the correct person is
key to the client’s success.
CSR’s develop empathy by learning to LISTEN. Listening skills are the
foundation of CSR skills. It is important to always approach clients with
a personalized, warm welcome.
Settle A Batch Manually 43
Financial Services Policy & Procedures 44
Receivables Proceedures 46
• Seek to politely understand the client’s need
• Find a solution
• Listen for and resolve client’s issues or concerns
• Close your interaction with client, making them feel genuinely
Cash Receipts & Disbursements 47
• welcome to return
Client Rights 49
Seeking politely and listening for and resolving issues are actions that
are focused on “EMPATHY”.
The importance of showing empathy yet still being able to draw a
boundary is key to our clients continuing to engage in services at SMA
smahealthcare.org | 800.539.4228 2 CSR TRAINING MANUAL
smahealthcare.org | 800.539.4228
3
CSR TRAINING MANUAL