Chapter 1: Section A - How it Should be Defined.
Chapter 1: Lesson B - What Quality Customer Service is Not.
Chapter 1: Lesson C - Confidentiality and Privacy in Customer Service
Chapter 1: Lesson D - The Role of Proper Decorum
Chapter 1: Lesson E - Where Does Your Temperament Fit In?
Chapter 1: Lesson F - The "Blamer"
Chapter 1: Lesson G - The Role of the Nurse Practitioner
Chapter 1 - Lesson H: The Role of the Medical Assistant
Chapter 2: Lesson A - The Medical Practice
Chapter 2: Lesson B - Article - Am I Really Patient Focused?
Chapter 2: Lesson C - The Pharmacy
Chapter 2: Lesson D - Radiology
Chapter 2: Lesson E - The Inpatient Hospital
Chapter 2: Lesson F - How Responsible Attendance Management Fits
Chapter 2: Lesson G - Sanitation Protocol
Chapter 3: Lesson A - Impatience
Chapter 3: Lesson B - Retaliation
Chapter 3: Lesson C - Avoidance
Chapter 3: Lesson D - Overall Keys to Success
Chapter 4: Lesson 1 - So Let's Look Back
Professionalism & Service • Michigan AFC • 4 CEUs
Deliver the level of service residents and families deserve—while communicating confidently with clinicians, payers, and partners. Learn clear definitions of healthcare customer service, why decorum matters, and the behaviors that build trust and positive outcomes.
What great service looks like in healthcare and AFC, including empathy, clarity, timeliness, and follow-through.
Professional protocol for conversations, documentation, attire, tone, confidentiality, and escalation etiquette.
Specific do’s and don’ts that protect dignity, reduce conflict, and strengthen relationships with providers and families.
This training supports AFC professionalism standards. Always follow organizational policy, payer rules, and applicable laws (e.g., HIPAA) when communicating.
