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Training Non-Licensed Staff for Effective Patient Advocacy

Updated on October 10, 2024

Put yourself in a patient’s shoes. 

Dealing with a medical condition isn’t easy and can be life-changing. It can also leave you isolated and in constant discomfort, among other physical, emotional, and mental setbacks. 

Navigating the US healthcare system can often be frustrating for patients. With all the overwhelming treatment plans and confusing medical insurance policies, it’s easy for them not to know what to do. Dealing with such problems can be more difficult when patients are in a vulnerable physical state.

These issues are why the patient’s welfare should always come first in healthcare outsourcing, highlighting the importance of patient advocacy training.

Non-licensed agents are as crucial as medical personnel throughout the patient journey. They oversee the front lines and help shape patient outcomes. So, it makes sense for you to train your staff and empower them to become better patient advocates.

Don’t worry, we can help you.

This blog will discuss the value and core principles of patient advocacy training. By the end of this article, you’ll learn the best practices to kickstart your training program and ensure effective patient advocacy.

The Significance of Patient Advocacy Training in Healthcare Outsourcing

Data suggests that only 12% of US patients have enough health literacy to navigate the country’s complex health system despite their underlying medical condition. This problem makes patient advocacy a crucial skill to add to a healthcare call center team’s skill set. 

There are two reasons you need to train non-licensed staff for effective patient advocacy

1. It’s the Key To Understanding Patient Needs.

Patients require a different, more specific treatment than the average caller. 

Agents and other non-licensed healthcare staff must be able to meet patients’ needs and give them the care they deserve. 

Patient advocacy training allows your team to develop the necessary skills to meet patients’ needs and ensure a patient-centric approach. It also sheds light on patient perspectives, communication, and basic medical concepts.

2. It Impacts Patient Satisfaction.

Effective patient advocacy promotes a positive patient journey.

When patients are well cared for, they develop trust in you as a healthcare provider.

Building your patients’ trust and loyalty is the foundation of success, so you’ll want to maintain patient satisfaction. Training your team for patient advocacy guarantees your long-term success.

Effective patient advocates bridge the gaps between healthcare providers and patients. They assist in necessary processes and provide much-needed emotional support. 

5 Key Areas of Training for Effective Patient Advocacy

Patient advocacy training has five key areas essential to your non-licensed staff training program. Focusing on these core principles will help you maximize your team’s potential.

1. Empathy and Communication

A patient advocate should know the value of empathy and proper communication when dealing with patients. Both skills help improve the quality of service and drive patient satisfaction. 

For example, excellent communication can result in seamless service delivery and resolution. Meanwhile, empathy humanizes the process and creates a more pleasant environment for the patient.

2. Basic Medical Knowledge

Patient advocates must understand basic medical terminology to ensure patients comprehend their situation and treatment. 

When patients understand their condition and the corresponding treatment, they can make informed decisions every step of the way.

Patient advocates should also be well-versed in navigating the US healthcare system. 

With the system’s complexities, it’s up to patient advocates to act in their patients’ best interests. Train patient advocates to ensure smooth medical care, billing, and insurance processes.

3. Cultural Sensitivity

Patients can come from all walks of life and varying cultural backgrounds. A patient’s culture plays a significant role in healthcare because it can influence their behaviors on health.

Culture shapes a patient’s motivation, adherence, and participation in health measures. 

Focusing on cultural sensitivity training equips your staff to provide patient-centered care. This skill is essential in reducing the many disparities that plague the US healthcare system.

4. Scenario-Based Training

Healthcare scenarios are unpredictable, and the challenges they could pose without proper operations training can lead to significant setbacks. Simulation training allows agents to practice with complex, reality-based scenarios without risk.

Patient advocates need to be resourceful and think on their feet. Exposing them to simulation training improves their decision-making skills and boosts their confidence.

5. Leadership and Support

Staff shortages remain an issue in the healthcare sector, compounding the stress that healthcare personnel face daily. 

Overwhelming stress can lead to fatigue and burnout.  

A mentorship and development program for your patient advocates can help address this challenge, providing operational benefits like improved staff well-being, increased retention, and better performance.

Best Practices in Patient Advocacy Training

What exactly makes a solid patient advocacy training program? 

Here are the best practices you can implement when training non-licensed healthcare staff:

Practical Training Tools and Methods

We recommend integrating these tools and strategies into your training program.

Interactive Workshops

Interactive learning addresses the need for trainees to remain fully engaged and apply their knowledge to real-world situations. It’s also an effective method of encouraging collaboration throughout the training process. 

Interactive workshops also help develop problem-solving skills, which is valuable on the job.

E-Learning Modules

The healthcare industry is growing and evolving fast, and healthcare support advocacy teams must keep up to date on current technologies, procedures, and business processes. 

The benefits of including e-learning modules are endless. It allows for constant learning among trainees and promotes a more conducive learning environment.

Measuring Performance Metrics

Measuring key performance indicators (KPIs) is the only way to determine if your training program produces the desired results. 

Identify the KPIs relevant to your healthcare institution to ensure your training stays on top of industry trends. 

Some performance metrics that can help your patient advocacy training include the following:

  • Patient satisfaction surveys 
  • Net Promoter Score (NPS) 
  • Reduced complaint rates 
  • Improved appointment adherence 
  • Increased healthcare literacy among patients 

Grow Your Healthcare Team With Us!

Strengthening your training programs is one of the best ways to ensure the success of your non-licensed healthcare team. Considering the critical areas of training and learning practices in patient advocacy will help you further enhance your team’s capabilities. 

Furthermore, investing in their training and development translates to the quality of care you’ll provide your patients.

ClearSource’s culture for growth and innovation delivers exceptional solutions that support patients throughout the customer journey. We empower our clients by ensuring the development of our teammates. 

Learn more about what makes us the right partner to grow your healthcare team. Get in touch with our team today!

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