Client-centric compliance: Applying customer service skills to drive effectiveness

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As compliance professionals, our ability to positively influence others is paramount to the success and effectiveness of the programs we run. We strive to be, and hire, seasoned professionals with deep subject-matter expertise, strong communication skills, and analytical thinking abilities. While these are all important attributes in our profession, I have found that the ability to sell compliance to our stakeholders is an often-overlooked skill that can easily differentiate a great compliance program from a good one.

To build a truly excellent compliance program, it helps to take a client-centric approach. This means understanding that compliance may not be top of mind for all stakeholders and taking some simple steps to help them recognize what’s in it for them. These small steps go a long way toward forging relationships and strategically positioning you as a trusted partner rather than the infamous and stereotypical “compliance police.”

You interact with a myriad of clients daily, whether you work for a complex healthcare delivery system, a hospital, a physician or other healthcare provider practice, a health plan, or a healthcare vendor. These clients can be internal to your team or business, third parties paying your company for services, patients, and—often the most challenging to sway—physicians. Understanding and appreciating their unique perspectives, motivations, and misgivings regarding the compliance function will set you up for success in becoming the trusted partner we all strive to be.

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