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.