Associate Engagement at EHM Sterling Heights

At EHM - Sterling Heights, the RDs, Dana and Dao, recognized a deficit in customer service and order taking via a shadowing opportunity with the hourly team.  From this, the RDs quickly responded with planning an interactive session during the bi-weekly meeting with the hourly team.  We utilized a script from mycompass on key words at key times, service recovery, and how to respond appropriately to customer complaints, and came up with a role playing session for the team.  The hourly team volunteered to role play through two different scenarios and conversation quickly erupted when an incorrect example began without knocking on the patient's door.  The team was engaged in the session and upon further shadowing, the team has corrected many of the behaviors discussed in the bi-weekly session.