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CUSTOMER SERVICE IN HEALTHCARE TRAINING

Customer service in healthcare training is essential to establish a rapport with clients, appropriately manage and minimise aggression, resolve conflict and respond to complaints. Our flexible online program will equip you with the knowledge and skills to excel in your healthcare career and confidently navigate conflict with all walks of life.

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Total of
1 Module

Full time or
Part time

Payment options
available

Certificate on
Completion

Nationally
recognised

Course Overview

Course Highlights

Flexible, Online Learning

Dedicated Student Support Team

Fully Qualified Course Trainers

Downloadable Resources (Yours to Keep)

Enhanced Employability & Career Opportunities

Certificate of Completion & Nationally Recognised Statement of Attainment

In healthcare, customer service is the cornerstone of exceptional patient experiences. With this nationally recognised course, you will learn how to effectively communicate with patients and medical staff, expertly defuse aggression, navigate common conflicts, and transform complaints into opportunities for professional growth.

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Quick Facts

Duration

8 weeks
(finish earlier if you wish)

Delivery

Online with 24/7 access to your course

Fees & Funding

$250
Payment via credit card, debit card or bank transfer accepted.
No funding applies to this course.

Start Date

Any time!

Course Outcomes

What you’ll learn

Through a mix of theory and practical course work activities, you will learn:

What you’ll earn

You will receive a certificate of completion and a statement of attainment when you successfully complete this course. By undergoing customer service in healthcare training, you can excel in a variety of community and healthcare administration settings, including:

Effective communication techniques for interactions with patients.

Strategies for building positive relationships with clients.

Methods to handle challenging patient situations and behaviour.

Techniques to maintain client confidentiality and privacy.

Continuously assess and improve interpersonal interactions.

Procedure for providing information and support to patients

Medical practices (GP clinics)

Hospitals

Specialist practices

Aged care clinics

Allied health practices (physiotherapy, podiatry and many more)

You will also receive a certificate of completion and a statement of attainment upon successful completion of this course.


Course Entry Requirements

This nationally recognised unit is suitable for workers in a range of health and community services contexts where direct support services are provided. To ensure a smooth learning journey, t’s highly recommend you possess the following:

Primary Language, Literacy and Numeracy (LLN) capabilities equivalent to Australia's Year 10 certificate.

A genuine interest in the healthcare industry. 

Proficiency in basic word processing, downloading and saving documents, sending emails and navigating the internet.

Self motivation to complete the coursework.

Strong organisational and prioritisation skills. 

All of the above confirmed at enrolment via our Course Suitability Questionnaire, which assesses your choice of study, computer skills, Language, Literacy and Numeracy levels, motivation and expectations for the course.

To view the required Australian Core Skills Framework ACSF levels, Click here.


Course structure & fees

CHCCCS010 Maintain a high standard of service

Establish and maintain an appropriate relationship with people accessing service

Establish rapport with the person and ensure the service is appropriate and in the person’s best interest
Identify and use effective communication skills to ensure a high level of effective communication and quality service provision
Access interpreter services as required to assist communication
Identify the person’s concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel
Respond to and deal with complaints in line with organisation policy to enhance service to individuals
Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to individuals

Act in a respectful manner at all times

Ensure response to instances of behaviours of concern reflect organisation policies and procedures
Seek assistance as required
Deal with behaviours of concern promptly, firmly and diplomatically in accordance with organisation policy and procedure
Use communication effectively to achieve the desired outcomes in responding to behaviours of concern
Select appropriate strategies to suit particular instances of behaviours of concern

Evaluate own work to maintain a high standard of service

Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best service outcomes
Seek and receive advice and assistance from supervisor, colleagues and other appropriate sources to enhance own performance
Adjust own work to incorporate advice that addresses performance issues to maintain the agreed standard of support and service.

At MAT, our course assessment is designed around competency, removing any fear of a pass or fail outcome. We employ various approaches to assess your competence, including:

  • Q&As: Providing written answers to hypothetical situations.
  • Product-based assessments: e.g. mock letters and reports using the correct language and format.
  • Recorded communication tasks: Demonstrating your leadership skills by participating in simulated video conversations.

MAT offers three opportunities for each assessment, maximising your chances of success. We are dedicated to assisting you throughout your learning experience, delivering comprehensive feedback to assist you in honing your abilities.

All students are allocated up to 8 weeks to complete this healthcare course. However, you can complete the work much sooner through self-paced options.

As an online education platform, you can access fully accredited course material from anywhere, anytime. Easily participate in and complete coursework from the comfort of your own home using a desktop computer or laptop. To access your course content, please ensure you have the following:

  • An up-to-date browser, such as Chrome or Firefox
  • Access to Microsoft Office
  • A reliable internet connection
  • Functional audio capabilities (microphone) on your desktop or laptop device.

You can apply for RPL and Credit Transfers at the time of enrolment or during the course. Please refer to our student handbook for further information.

Total Course Costs: $250

Payments can be made in full on registration by EFT, Credit card or bank transfer.

Of course! MAT provides comprehensive and fully accredited training in Health Administration, ranging from Certificate III up to Diploma level qualifications. 

We also offer a range of industry-specific short courses and all of our successful students are eligible for exclusive discounts on these (excluding funded courses).

Keen to Enrol?

Download our Course Guide

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LEADING STUDENT SUPPORT PROGRAM

Study
Resources

FREE STUDENT
Planner

Student
Support

Credit
Transfer

MAT’s student support team is here to guide you throughout every stage of your educational journey. We offer a variety of communication channels, including phone, email, and messaging through our user-friendly LMS. This ensures convenience and lightning-fast responses, regardless of where or when you reach out.

Whether beginning a new career straight out of school or rekindling your educational journey later in life, MAT is 100% committed to your success. We’re here to guide you, support you, and celebrate your achievements every step of the way.