Strategies for Customer Service Excellence in a Diverse and Dynamic Health Care Environment

  • April 27, 2016
  • 2:00 PM – 3:00 PM ET
  • Online

No one can afford to ignore the role that customer service play in maintaining and growing a business in today’s consumer-centric health care environment. Members come from diverse backgrounds requiring responses that are sensitive to ethnic, cultural, and age differences. Learn ways to pivot these challenges into opportunities to grow your business and your career.

What you’ll learn:

  • Describe the business case for customer service excellence.
  • Understand the importance of cultural sensitivity and competence in a diverse health care environment.
  • Learn culturally sensitive approaches to customer service.
  • Identify essential strategies for customer service excellence.

Who should participate:

  • Customer service representatives who work for health insurance plans and providers
  • Call center employees
  • Account managers
  • Business solutions specialists; technical advisors
  • Consumer and customer advocates
  • Eligibility business analysts
  • Managers who supervise frontline employees
  • Others in related fields who seek more knowledge about customer service


Diane L. Dixon, EdD
Diane L. Dixon is a leadership and organization development consultant and educator. She has been managing principal of D. Dixon & Associates, LLC for 20 years. Her experience is in the field of human and organizational learning focused on strategic change management, transformational leadership development, and team development in organizations of all sizes and complexity. Prior to becoming a consultant, Diane was director of human resource development for the former Helix Health System (Union Memorial Hospital and Franklin Square Hospital Center, now MedStar Health) and previously worked in training and development positions for two corporations, McCormick & Company and the former Warner-Lambert, Parke-Davis Group. Diane has also worked with nonprofit boards on various stages of strategic planning and has served on six boards.

She is a lecturer in Health Services Administration at the University of Maryland, School of Public Health for which she teaches health care leadership and communication. Also, she is an instructor at Johns Hopkins University Carey Business School and has taught leadership and organizational behavior for the former Business of Medicine Program.

Diane has given numerous presentations on transformational leadership, managing organizational change and transitions. For eight years she wrote a leadership column in Caring for the Ages published by the American Medical Directors Association. She has contributed chapters on leadership and change in health care delivery for three books and has written articles for practitioner publications such as Hospitals & Health Networks Daily online.

Diane holds a Doctorate in Education from the Executive Leadership in Human and Organizational Learning Program at George Washington University. The focus of her research was hospital CEO transformational leadership.

Registration Rates

There is no fee for this webinar

What You Will Learn


Culturally sensitive approaches to customer service.


The importance of cultural sensitivity and competence in a diverse health care environment.


Essential strategies for customer service excellence.