Human-centered leadership competencies are crucial in improving customer and patient experience, ultimately leading to a competitive advantage for organizations.
Enhancing patient and customer experience in both healthcare and non-healthcare sectors requires unique leadership competencies, including:
Communication Skills: Effective leaders need strong communication skills to convey their team's vision, goals, and expectations. Leaders in healthcare and non-healthcare sectors must communicate with patients, customers, and employees to understand their needs, address concerns, and provide necessary information.
Empathy and Compassion: Leaders who demonstrate empathy and compassion create a positive environment where patients, customers, and employees feel valued and understood. This involves actively listening to concerns, showing empathy toward their experiences, and appropriately addressing their needs.
Team Building and Collaboration: We demonstrate how to build cohesive teams, foster a collaborative work environment, and assemble diverse teams that empower individuals to promote open communication and collaboration to enhance patient and customer experience.
Learning Objectives
LO1: Examine data analytic tools and strategies for improved patient and customer experience outcomes.
LO2: Analyze how Human-centered leaders prioritize empathy and understanding by putting themselves in the shoes of customers and patients.
LO3: Assess how Human-centered leaders understand, engage, and empower employees to deliver exceptional customer and patient experiences.
LO4: Create strategies to continually seek ways to enhance the customer and patient experience, drive innovation, and differentiate your organization from competitors.
LO5: Design training and development strategies that motivate a workforce committed to delivering exceptional customer and patient experiences.
Format
Virtual Asynchronous on Demand: 5 days to complete
Virtual Blended Synchronous with Facilitator: 2 Days to complete
Target Audience
• Business Leaders
• Practice Leaders
• Customer Experience Leaders
• Training and Development Leaders
• HR Leaders
• Value-Based Performance Leaders
• Operations Leaders
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Concordant Healthcare Solutions, Inc. 200 W. Big Beaver Troy, Michigan, 48083 Email: jyoung@concordanthealth.com Phone: 248.321.3899
