What are the benefits of having patient rapport managers on staff?
Not only can this team member alert you to potential problems, their services add another layer of compassion to your already excellent standards of care by removing some of the barriers between you and your patients. They can also alleviate patients’ feelings of intimidation or frustration, calm fears and uncertainties, answer common questions and develop a sense of allegiance.
There is a financial benefit, too. While some doctors, like my ophthalmologist, prefer to make follow-up calls themselves, there’s no question that hiring patient rapport managers frees up physicians’ time to see more patients and ultimately make those calls less costly.
How do I hire patient rapport managers?
A good place to start is with your current staff. Is there a registered nurse or physician assistant on your team who’s thinking about cutting back their hours? Is anyone talking about retirement or expressing a desire to spend more time at home with their children? Is there a staff member who’s got a special knack for connecting with patients?
Any of these people may be interested in working with you to take on and develop this position. Alternatively, you could start a job search for a medical professional who has experience as a hospital patient liaison or care ambassador. Once hired, you can work together to establish protocols, tasks and boundaries.
Adding a patient rapport manager to your clinic will build more than strong doctor-patient relationships. It will also help you build a loyal following and a burgeoning practice that is known for providing outstanding care that goes above and beyond expectations.
Sue Jacques is a keynote speaker, consultant and author who specializes in medical and corporate civility. A former forensic death investigator, Sue performed the medical investigation of thousands of unexpected and violent deaths during her career at the medical examiner's office. She now helps people and practices prosper through professionalism. Learn more at www.SueJacques.com or follow her @TheSueJacques.