Description
Course Name: Professional Diploma in Healthcare Customer Service
Course Id: PDHCS/Q1001
Eligibility: 10+2(higher Secondary) or equivalent.
Objective: The Professional Diploma in Healthcare Customer Service is designed to equip learners with the knowledge and skills required to deliver high-quality customer service in healthcare environments such as hospitals, clinics, diagnostic centers, and health insurance organizations. The course focuses on patient communication, service excellence, complaint handling, and enhancing overall patient experience.
Duration: Six Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
Duration- 120 minutes.
No. of Questions- 60. (Multiple Choice Questions).
10 Questions from each module, each carry 10 marks.
Maximum Marks- 600, Passing Marks- 40%.
There is no negative marking in this module.
| How Students will be Graded: | ||
| S.No. | Marks | Grade |
| 1 | 91-100 | O (Outstanding) |
| 2 | 81-90 | A+ (Excellent) |
| 3 | 71-80 | A (Very Good) |
| 4 | 61-70 | B (Good) |
| 5 | 51-60 | C (Average) |
| 6 | 41-50 | P (Pass) |
| 7 | 0-40 | F (Fail) |
Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:
Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.
Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.
Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.
Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.
Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.
Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.
Syllabus
Module 1: Fundamentals of Healthcare Customer Service: Introduction to Healthcare Customer Service, Healthcare Industry Overview, Roles and Responsibilities of Customer Service Professionals, Patient-Centered Care Principles, Healthcare Communication Skills, Professional Etiquette in Healthcare, Medical Terminology for Customer Service, Healthcare Ethics and Confidentiality, Cultural Sensitivity and Diversity in Healthcare, Career Opportunities in Healthcare Customer Service
Module 2: Patient Interaction and Communication Excellence: Patient Registration and Admission Process, Appointment Scheduling and Coordination, Telephone and Email Communication, Active Listening Techniques, Verbal and Non-Verbal Communication, Handling Patient Inquiries, Managing Difficult Conversations, Conflict Resolution Strategies, Customer Satisfaction and Patient Experience, Building Trust and Professional Relationships
Module 3: Healthcare Administration and Front Office Operations: Front Desk Operations, Medical Records Handling, Electronic Health Records (EHR) Basics, Patient Information Management, Billing and Insurance Coordination, Referral and Authorization Procedures, Documentation Standards, Appointment Follow-Up Procedures, Healthcare Office Workflow Management, Time Management and Multitasking Skills
Module 4: Complaint Management and Service Quality: Patient Complaint Handling, Service Recovery Techniques, Grievance Redressal Process, Problem Solving and Decision Making, Emotional Intelligence in Healthcare, Stress Management for Customer Service Professionals, Quality Assurance in Patient Services, Risk Identification and Escalation Procedures, Patient Feedback Collection and Analysis, Continuous Service Improvement
Module 5: Digital Healthcare Services and Professional Skills: Telehealth Customer Support, Online Appointment Systems, Digital Patient Engagement Tools, CRM Systems in Healthcare, Data Privacy and Information Security, Healthcare Compliance and Confidentiality, AI-Powered Customer Service Tools, Social Media and Online Reputation Management, Professional Grooming and Workplace Conduct, Teamwork and Interdepartmental Coordination
Module 6: Advanced Healthcare Customer Service and Career Development: Hospital Customer Service Standards, Customer Service in Specialty Healthcare Services, Emergency Department Customer Support, Healthcare Call Center Operations, Patient Retention Strategies, Service Excellence and Hospitality in Healthcare, Leadership and Supervisory Skills, Performance Measurement and KPIs, Emerging Trends in Healthcare Customer Experience, Capstone Project in Healthcare Customer Service Operations
