Try this to test listening skills
Below is a training exercise used by Nicole Marsoobian, supervisor of preregistration at Tufts Medical Center in Boston, to test the listening skills of her patient access staff:
Instructions: Have staff take out a pen and paper. Read the below exercise, and have them listen and write down what the caller in the exercise was speaking about. Read it fast!
Caller: "Hi, my name is Bob Smith. Last week, I was in the medical center for some tests that my doctor Krenshaw ordered. You told me that I didn't have to pay and you would bill my health insurance company. I have good insurance, OK, and now you want me to pay $500 and come back for more testing, and if I don't pay you are not going to give me service anymore. First, I never got a bill again, my insurance is active, and another thing, community hospitals are supposed to just do what the doctor orders. Well, let me make something clear: You are the 100th person I spoke to today, and I am about ready to tell Dr. Krenshaw to send me somewhere else for this whatchamacallit test of his!"
Marsoobian then asks staff members to write down the answers to the following questions to test their listening skills:
What is the patient's name?
What is the doctor's name?
What is the bill amount?
How many bills has the patient received?
Why is the patient upset?
Below is a training exercise used by Nicole Marsoobian, supervisor of preregistration at Tufts Medical Center in Boston, to test the listening skills of her patient access staff:You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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