The End of “Intake” - Customer Service Rules!
Posted by Mike Ferris on Friday, October 31, 2008 and posted in HospiceWhat does “intake” mean to the average person? “Induction in the armed services” is a standard response! It’s a dated, institutional term, so get rid of it! (Even “admissions” connotes the wrong thing to most consumers because they think it means they’ll have to receive hospice care in a hospital.)
Call it what it is (or should be)! Instead of these industry terms that have no relevance or appeal to potential patients and families, why not call it your “Customer Service Center?” After all, it provides many of the services of one:
Send the message of service. Using the term “customer” and not “patient” shows you take customer service to heart. While many hospices provide training on customer service and incorporate it into their mission statements, they don’t really put their money where their mouth is by calling their intake operation a “Customer Service Center.”
Call them “customer service reps.” If you’re going to change the culture, stop calling them intake coordinators! And think about recruiting reps with call center experience outside healthcare. After all, when was the last time you spoke with a warm, helpful person at a doctor’s office?
