Customer Care Practice Makes Perfect for Helen Scarr

Helen Scarr is recruiting ambassadors to quality patient care. As director of health plan operations for the faculty practice, the University of Miami Medical Group (UMMG), she is spearheading its service improvement initiative with a sharp eye on customer satisfaction.

The frontline is the Ambassador Training Corps, an assembly of physicians and administrators leading the charge toward excellence in service standards and professional practices. Fresh off their own training in Skills for Service Delivery and Skills for Service Leadership, these students are now the teachers at instructional campus workshops. Classes in Skills for Service Delivery bring faculty and staff together from various disciplines to tackle universal challenges, as opposed to a narrower focus addressing the issues of one clinic at a time.

“By standardizing the service we provide throughout the faculty practice, we will make the patient experience more seamless and raise the bar on quality, with faculty and staff learning from each other,” Scarr says. “The Ambassador Trainers have truly developed into ambassadors for service, working in the trenches to set an example and identify areas that need improvement.”

In addition to coordinating hospitality training for hundreds of staff members, Scarr also works closely with University leaders on establishing and disseminating practice standards, improving business processes, integrating customer service into human resource operations, and creating a Service Recovery Program with a network of patient advocates. According to Scarr, a commitment to improving patient access and a particular family influence have prepared her well.

“My dad is a veterinarian who also worked for the Food and Drug Administration. My mom was a kindergarten teacher, an active volunteer frequently referred to as ‘Mrs. Goodwill,’” she says. “So I grew up with a strong interest in health care delivery, as well as an understanding of the value of treating people with respect.”

The process of patient satisfaction is constantly evolving, Scarr adds, and training is just one step along the path. Calling on teamwork between leaders, faculty, staff, and community experts, Scarr looks to forge ahead, making the most of every patient experience at the School of Medicine.