HEALTHCARE LEARNING ACADEMIES

Enhancing customer value while providing career growth opportunities is the mission of the EXL Healthcare Academy, which through a tiered learning platform builds domain expertise and leadership capabilities.

TRAINING FRAMEWORK

FRONTLINE ASSOCIATES

  • Customer Service Essentials
    • Understand the changing role of the contact center
    • Build consultative communication skills
    • Ability to manage customer interactions
    • Customer handling, capability
    • Effective and strategic customer service
  • Conversation, Dialogue and Problem Resolution
    • Expertise in unscripted conversation
    • Articulate effectively
    • Translate subject-matter expertise and context
    • Ability to dialogue – Model to handle tough situations

FRONTLINE ASSOCIATES & SUPERVISORS

  • Behavioral Motivation (in consultation with Dr. Michelle Segar)
  • Contain the right emotional hooks to optimally engage and motivate customers
  • Prioritize decisions toward long-term benefits
  • Create an architecture of sustainability

MIDDLE MANAGERS

  • Customer Contact Center Management
  • Customer relationship and customer experience management
  • Customer analytics
  • Building a world-class contact center team
  • Enhancing performance metrics such as NPS
  • Staffing, workforce management and quality assurance

FUNCTIONAL, DOMAIN, LEADERSHIP & BEHAVIORAL EXCELLENCE

Fundamentals of Healthcare

  • Healthcare Essentials
  • Healthcare Insurance Professional

CLINICAL SUPORT

  • Certified Billing and Coding Specialties
  • Medical Administrative Assistant

CLINICAL EXPERTISE

  • Utilization Management Professional
  • Continuing Education (practical and theoretical)
  • NCLEX Masters in Nursing

COGNITIVE SKILLS, COMMUNICATION & LEADERSHIP CAPABILITY DEVELOPMENT

  • Communication, cross-cultural and customer skills
  • Analytical ability, problem solving, trends analysis, collaborative skills
  • New Leaders Program, people management and CRM
  • Operations, cost management and project management

READY TO LOOK DEEPER?

CONTACT OUR HEALTHCARE LEADERSHIP TEAM.

Contact

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Address
280 Park Avenue, 38th Floor
New York, NY 10017

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