Developing Top-Flight Telephone Rapport: The Importance of Impression Management

May 14, 2026 3:00 PM - 4:30 PM (EDT)

Description

Every phone call is a critical opportunity to showcase your organization’s professionalism and compassion.

This session will teach participants proven communication techniques that enhance caller satisfaction and reinforce your team’s confidence. Learn to sustain these gains with a simple, peer call coaching program that promotes consistency and accountability year-round. By the end of this webinar, you will have practical tools to elevate every conversation and strengthen long-term patient relationships.

KEY WEBINAR TAKEAWAYS

• Creating your organization’s sustainable phone greeting
• Launching a peer coaching program to sustain excellent telephone practices
• Two brief yet fun team meetings that will improve telephone skills immediately

BONUS MATERIALS

• Pre-hire assessment tool to evaluate candidates for positions requiring excellent phone skills
• DIY peer coaching program template
• Practical tips for callers who have difficulty hearing

WEBINAR DETAILS

Exceptional telephone communication is a powerful tool for building patient trust and strengthening your agency’s reputation. In this webinar, you will discover how every phone interaction is an opportunity to create a lasting positive impression and increase access to care. Learn practical strategies to elevate your team's communication skills and turn every call into a reflection of your organization's commitment to outstanding service.

 How can you sustain the progress gained from attending this webinar? After all, you cannot observe every telephone call! The solution is a peer coaching program that reinforces agency standards throughout the year. This presentation will demonstrate a simple peer call coaching program you can implement to sustain positive call behaviors and customer satisfaction.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES:

• Hospice
• Home Care
• Home Health
• Palliative Care

WHO SHOULD ATTEND?

• Team members involved in the patient and family experience
• Call center managers
• Leaders
• Managers responsible for customer service staff
• Training managers
• Human resources personnel
• Referral and intake staff
• Anyone who wants to improve their customer service phone skills

TAKE-AWAY TOOLKIT

• Employee training log
• Interactive quiz
• PDF of slides and speaker’s contact info for follow-up questions
• Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Presented By

Susan Keane Baker