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You should answer a phone call with, “Hello, this is (Your name, PCC, Adult Critical Care or whatever unit you work on). Identifying yourself is good phone etiquette and professional.
And I guess they don’t know that. As you said it’s etiquette. Yes the caller knows the establishment they called but I suppose just was not brought up with manners and etiquette that that person wasn’t. I hate when I call someone and they act as if I ask their name it’s a crime I’m committing. She’s probably in the wrong line of work anyway.
I don't usually comment on posts, but I felt compelled to do so in this instance. I require all of my staff to introduce themselves, both over the phone and in person. While you certainly have every right to feel annoyed by callers asking your name or using it during the conversation, I don't believe it's intended to be patronizing. In healthcare specifically, patients often feel vulnerable. They can be worried, sick, confused about insurance, spending a lot of money, or anxious about a diagnosis. Knowing the name of the person helping them can make them feel more comfortable and connected to the practice. In my opinion, most callers aren't trying to gain power or be disrespectful, they're simply trying to have a conversation with a real person. It also helps them remember who helped them if they need to call back or want to recognize someone who provided great service. The patient who says, "Betty was wonderful and helped me get scheduled," is a good thing. Those personal connections matter. I hope everything works out well for you. One thing I've learned over the years is that customer service gives us an opportunity to positively impact someone's day, often in ways we don't even realize.
Nicely put. I know for me, I had to get in touch with an insurance company to get myself insurance. The women on the phone was sooo nice! I took down her name so that next time when I gotta deal with them again, I can ask for that agent. In fact I told her that she better not retire on me. Haha! She was so helpful! You don’t get that from people now a days. As she put it, “if you’re gonna help people, you gotta have a conversation with them”.
If people are nasty to you, and gonna be condescending, and being cringe using you name way too much; thats a different story.
Truthfully, I’m really curious about this. A lot of times people want to want to acknowledge you as a person and have a personable conversation. It’s typically a sign of respect to ask your name.
Chief
I agree.
As far as I have ever known you should always answer the phone with your name identified. That is proper customer service. And you must identify who you are speaking with, especially if you are going to give out any patient information.
Possibly the poster is young and inexperienced and not properly trained.
THIS 🙌
relax. youre at work. its a sign of respect. maybe get another job
I completely agree! We don’t know what’s going on in their lives. We should always have respect and compassion andas give the best we can.
You should be answering example… UCLA, this is Mary, how can I help you today. This is Customer Service Etiquette, which I even took a class for. It’s important that you give patients the best customer care you can. You are the front of the company.
Ool
You always have to introduce yourself and give caller your name.
It's called social skills and they are respecting you as an individual-there are some trying to make lists about whom they are bitching about but for the most part people want a respectful conversation without saying, "hey you"
Right
I'm honestly wondering if this is just clickbait or rage bait. I agree with most of the comments on this post. Not only is it proper etiquette to address someone by their name, but it can also be important for record keeping purposes so you know who you've spoken with.
Personally, I appreciate it when people remember me and use my name when I come in. It shows attentiveness and professionalism. If you're doing your job well and a customer wants to leave a review, they'll often want to recognize the specific person who helped them. Knowing and using someone's name is simply a polite and respectful way to interact with others.
.
I have had enough questionable phone service to suspect this is in earnest.
I am going to defend the Patient Coordinator who made the original post. I can not believe you all don’t even understand what she or he was meaning by it. I am pretty sure she or he is not as rude and unprofessional as you have commented about. I totally understand what I think she or he meant. The caller will rudely interrupt whatever saying/phrase/script is required as a protocol and the caller don’t want to listen to all the extra stuff other that getting that name to jot down and then proceed to dominate the conversation. No sir, it’s a must to take control of that call. If the caller will just shut their mouth long enough to comprehend that we are a live person that is willing and able to assist them at the moment, the call flow will go so much more smoothly and quickly, pleasing the caller and us. So, yeah , very rude of the caller to disrupt the flow of the call, causing more reason to stop and go , repeat information, etc.
It can be frustrating for you- but learn ppl skills. Redirect the conversation. Listen and if you aren't able to get past the caller - politely ask them for a number and write down the conversation tell your manager
Yes! I hate that just as much as I hate when I ask questions for hipaa verification and they say everything super fast and get an attitude when I ask them to repeat it slowly and clearly.
Thank you for sharing your post. I respect you.
I think your sweating the small stuff
So you don't want them to know your name or say your name?
You are so entitled RN 1 you must be a new graduate suffering from RN syndrome. I was RN 1 back in 90's
If I ever was rude, disrespectful to anyone- I would have been called out for it. CT surgery btw. I went on to become a RN3 for the money. Then NP
I have no problem with sharing my name with patients. Sounds like you have a desk job- some coordinator?
You should go to the bedside and learn clinical skills and ppl skills. You lack both.
You need to be careful, scammers can record your voice and use it, thru AI to make you say things to your teammates, friends or family members.
Please- I can tell a bot from vs a person. Not a fan of AI btw - but sorry the government knows your name and SSN. it is the world we live in today
So, you “hate” work? Please resign. There are thousands of people that would be grateful to take your job in a heartbeat! You SHOULD share your name during the initial greeting of the call. Your complaint clearly tells us that you don't care properly for the medical facility’s customers and patients. They certainly deserve better. That's Customer Service 101. You should not be anyone’s Patient Coordinator.
Thank you- I have been ranting about this post for at least an hour now- I agree - what exactly is a Patient Coordinator? Well she will find out
Ty
Oh my God, I cannot stand when they ask for your name to spell your name and then continue to use your name throughout the call
I would hate to have an employee that just picks up the phone and or doesn’t even say their name or establishment. It is completely unprofessional as a business just to answer the phone “hello“ without stating your name establishment and, “How I help you?”
Nowhere in this post did this person say they weren’t doing it. They just said they hate it. Obviously you’re going to show professionalism at work, you don’t always have to like what you’re doing. You’re there to provide care for patients.
For me personally, if you arent using or willing to give your name, you don't stand behind your work. You dont want me to have your name because you dont want something "coming back on you". Your name is brought out in your job as a sign of pride in your work.
Seems like you should not be in that job. Let somebody capable to have that role/position. Your job title says "Patient Coordinator" - will not say more.