Across
- 1. Smile even when not (3 words, no spaces)
- 3. Answer the phone with a (blank)
- 4. Treat our patients and each other with (blank)
- 6. Good customer service, the patient leaves (blank)
- 13. "I can't help you" or "no" may be interpreted at (blank) for patients
- 14. (blank) customer service, the patient can leave angry
- 15. Understand the feelings of out patients
- 16. Once you understand why the patient is unhappy, it is time to offer a (blank)
- 18. Deliver what you (blank)
- 19. When you are unable to help the patient with their concerns, (blank) to a manager
- 20. A (blank) is anyone who depends on your work and whose work you depend
Down
- 2. Be attentive, ask questions, and restate what you hear (2 words)
- 5. Who we take care of
- 7. The successful solution to a patient's request or inquiry
- 8. Treat our patients with (blank) and respect
- 9. Answer the phone within (blank) rings
- 10. When a patient has a formal complement or concern refer to (2 words)
- 11. Nonverbal communication
- 12. (blank) is the relationship we build with patients, some characteristics that build good (blank) are empathy, supportiveness, and honesty (same word)
- 17. Privacy rule that established national standards to protect individual’s medical records or other individually identifiable health information