Accuracy, production take a backseat to a smile and a good impression

Accomplishing registration accuracy, check. Understanding how to deliver an advance beneficiary notice, check. Handling a phone call from a patient, check.

A patient access representative needs to be competent at performing all of the above.

The burden to train representatives falls on the access manager. When representatives fail to meet expectations, the access manager must take the time to revisit training.

But can good customer service skills be taught, or are some people naturally inclined to communicate effectively with others?