ConsumerMedical, a leading healthcare decision support and concierge company, has asked Baker Communications to develop specialized customized Customer Outcome Conversation training for its representatives and nurses. ConsumerMedical sought to ensure that its staff goes the extra mile for patients, not just checking off a list but connecting personally with them to better understand the issues they are facing, acquaint them with the services that ConsumerMedical offers, and connect patients with the most helpful services for their circumstances.

Baker Communications Senior-Level Instructors and Customer Outcomes Experts will meet with ConsumerMedical staff for a weekend intensive training session and follow up with virtual training, as well as management coaching to support the program. Representatives and nurses participating in this intensive training will gain knowledge and experience with customer-focused service skills such as the use of a warm soft-skills approach, a strategic questioning strategy and active listening skills to gain a clear understanding of their clients' needs. They will also learn how to use tools such as Feature-Advantage-Benefit statements when offering solutions tailored to meet client needs, and help the recipients of Consumer Medical services better understand "What's In It For Them."

About Baker Communications

As one of America's fastest-growing corporate training companies, Baker Communications has helped nearly two million professionals reach maximum performance for over 35 years. Globally recognized companies and government agencies, including ExxonMobil, General Electric and Bank of America depend on Baker Communications to equip their employees with skills to increase market share and produce immediate results. Baker provides customized targeted practice-driven performance improvement solutions that produce rapid, measurable results. Baker Communications' solutions have been utilized and delivered worldwide, throughout Europe, South America, North America, the Middle East, and Asia Pacific.

About ConsumerMedical

As a Medical Ally, ConsumerMedical empowers patients and families to make informed medical decisions at every point of their healthcare journey by providing compassionate, high-touch support; data-driven, evidence-based information; and deep clinical expertise. Through their industry-leading solutions, they collaborate with health plans, employers and other partners to help individuals and families navigate the ever-more-complex healthcare system and access care from the highest-quality providers, providing medical decision support services, expert medical opinions, and claims advocacy services, leading to better health outcomes and lower costs.

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