How do you tell in one blog what you can experience at the communication center? After all, every day at the communications center is different. Read here the experiences of our front office manager: Annemiek van der Jagt.
Introducing
My name is Annemiek van der Jagt. My background is in communication and information sciences and hotel & business management. Very diverse studies, but I noticed that I was especially energized by creating a welcoming and hospitable feeling. So it is with great pleasure that I work as front office manager at the communication center of U-center. Here I work on improving the client experience and the daily operations at the communication center. I would like to take you on a day at the "comcenter," as we call it, with the wonderful colleagues who work here.
How do you start the day?
At 8:15 a.m., the first employees trickle in. Mostly cheerful and energetic. Naturally, we start with drinking coffee and the "what-have-I-now-experienced-this-weekend" stories. Then the serious mode soon follows. We discuss today's program, answer emails and discuss cases that need special attention.
It's 9 a.m. and the phones are ringing. The first calls come in and the team is ready. With great passion and empathy, the staff members speak to people. These may be potential clients who want to apply to us, but also referrers or concerned family members.
Quote
Our communication center team speaks to our clients daily with great empathy.
Annemiek van der Jagt - front office manager
How are these conversations going?
A call comes in from a lady who is very upset and would like to be admitted immediately. In a calm and empathetic way, my colleague tells me that she has heard the woman's story, wants to help her and is happy to explain the procedure. It is important that we first assess whether the woman, who is so very upset, does not need other help first. Help in which she calms down and stabilizes. U-center asks a lot of its clients during admission. These are important considerations that we have to make right from the first contact. Expectation management is crucial in such situations. Even though we know that sometimes people can't listen well because they are so sad at that moment. We spend a lot of time during these conversations explaining our treatments and the application procedure.
What is the purpose of such a conversation?
A telephone application begins the process at U-center, on the way to lasting change. U-center asks a lot of its clients during admission. It is therefore important that the client realizes this and is prepared for it. That is why we spend a lot of time explaining the registration procedure and the treatment process at U-center. We ask for some general information during the interview and immediately check whether the client has insurance that covers the treatment program. A detailed intake interview allows us to make a good first assessment of whether U-center could be the appropriate solution.
Eye point of expertise
After an initial contact, an initial recommendation is made by the communication center employee whether or not to start the application procedure with a client. Sometimes the treatment process may still be too early or too intensive. However unpleasant this news can sometimes be for a client, our staff will always do this from the point of view of expertise in consultation with the practitioners.
If it appears that U-center is the appropriate treatment solution for the client, we initiate the application procedure. We also plan various contact moments at our location in Driebergen. In this way we try to map out as clearly as possible what someone's needs are and what treatment solutions are appropriate.
Teamwork at the communications center
After some conversations, I notice that the team sets aside its work for a moment and takes time for a brief afterthought or to talk about something else together. Once in a while we also need to lighten the mood. After all, together we have to get the job done. Behind the scenes there is a team of staff who are very committed to each potential client or loved one, and many conversations affect them, no matter how professional they are. Seeing the team support each other emotionally and professionally makes me proud to work here!