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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.

Credits

2

Prerequisite

Required: High school diploma or GED

Offered

Offered Summer only

Notes

Career Technical Education (CTE) Course

Outcomes

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.