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Early results show that BWH staff who have participated in the BASE (Brigham Ambulatory Support Essentials) training program over the last several months, have found it to be rewarding and an effective way to enhance customer service skills. BASE, designed to train practice secretaries, managed care coordinators, registrars and other appropriate support staff members on consistent and efficient practice standards, is making its mark on existing employees and will soon be used with new employees beginning next week.
“My knowledge of the registration process is more enhanced now that I’ve completed the BASE training,” said Lucine Khatcherian, an administrative secretary in the Cytogenetics Laboratory in the Department of Pathology. She added, “I have assumed all registration responsibilities for my office. The training has made me more aware to not miss any information, however minor it may be, when registering a patient. This, in turn, has enhanced my job performance, which makes me feel that my skills are more of an asset to my coworkers and department as a whole.”
The BASE program, launched in late May, includes classroom-style courses on information systems, customer service/telephone skills, registration of patients and eligibility checking, managed care and basic administrative processes. For new employees, an on-the-job training component will be added. According to Maureen McIntyre, project manager in the Ambulatory Business Office, the expected outcomes for new employees are the same as those for existing employees. The outcomes include:
For more information on the BASE program, contact Maureen McIntyre via email (mmcintyre1@partners.org).