Patient Cultural Competency For Non-Providers

Patient Cultural Competency For Non-Providers 

Health, dental, and behavioral health services collectively represent only one aspect of care delivery in the FQHC setting. The non-provider staff’s ability to deliver interactions in a culturally sensitive manner is critical to ensure all people in the community are satisfied with services provided. Every interaction with a current or prospective patient of the Health Center can be considered part of the delivery of services. FQHCs are unique in that the services delivered revolve around the entire community, meeting its health, dental, behavioral, and social needs. Little assistance is given to non-provider staff by the collection of works dedicated to delivering culturally competent care. This course examines two important concepts with regard to delivery of care in a culturally competent manner. These concepts and toolkits, while written for healthcare services delivery, can be adapted to assist front desk, billing, outreach, or other department staff in meeting their requirement to provide interactions, messages, printed materials, and encounters with prospective patients in the community using culturally competencies.


Hours: 1.00


Certificates provided by accrediting body (0 Match)

Course Details

Course Code: REL-HHS-0-CH7
Hours: 1
Type: Online Course
Content Expiration Date: 6/30/2023
Learning Objectives:
Cite at least two implications of cultural sensitivity in the manner that your particular non-provider role is impacted.
Recognize and work through three common interactions within your role, and use this framework to design culturally sensitive communications.
Name two of the most common challenges faced by non-provider staff and obstacles to cultivate cultural competencies for these challenges.
Apply available resources in your work setting to design a plan to improve culturally sensitive interactions with the individuals you serve, including the community as a whole.

Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Framework for Patient Centered Cultural Competency A. Meet Gloria B. Cultivating a Culturally Responsive Workforce (CLAS) C. Cultivating Cultural Competencies: Standards 1-4 D. Decreasing Barriers to Treatment Services: Standards 5-8 E. Evaluating Outcomes: Standards 9-11 F. Standards 12-15 G. Review H. Summary Section 3: Non-Clinical Areas of Concern A. Appointments and Patient Access (Front Desk) B. Billing and Collections C. Community Engagement D. Remember Shanine? E. Summary Section 4: Conclusion A. Summary B. Course Contributors C. Resources D. References

Instructor: David P. Wagner, M.H.C.M.
David P. Wagner, M.H.C.M. is a fiscal and administrative specialist for HRSA in the Operational Site Visit Review process, as well as a provider of technical assistance to Health Centers through his own firm FQHC Consultants, Inc. Mr. Wagner has his Master's degree in Health Care Management. He brings with him a wealth of experience in all areas of Health Center operations, including clinical operations, finance, billing and collections, governance, administration, quality improvement, strategic planning, service coordination, as well as contracting and direct provision. Mr. Wagner has over 30 years of experience in operations of Health Centers including presenting on numerous topics for state and national primary care associations, thereby assisting Health Centers in remaining compliant with program requirements and sustaining operations. Disclosure: David P. Wagner, M.H.C.M. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: General Staff; in the following settings: Health and Human Services.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.