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Exceeds the customer service expectations of patients and guests.
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Greet all patients, families, visitors and fellow team members.
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Places patients’/guests’ needs first and analyzes situations from their point of view.
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Demonstrates awareness while assessing and anticipating patients’/customers’ and fellow team members’ needs and acts accordingly.
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Presents self professionally and demonstrates professional behavior during interactions with others.
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Is professional in appearance, adheres to a dress code, and promotes the Quality Brand and Professionalism of GSPP.
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Demonstrates understanding and ownership of how his/her role contributes to achieving the best patient experience possible.
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Develops collaborative relationships with team members to promote the patient experience.
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Demonstrates a personalcommitment to ensuring a clean and safe environment. Picks up debris as necessary and notifies appropriate personnel for facilities related repairs and safety concerns.
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Empowers fellow team members to resolve conflict at lowest level possible.
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Collaborates with team members to create a work environment with a team approach and shares work schedules to prevent non-coverage of shifts for any period.
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Promotes the availability of Patient Ambassador Services to all patients and guests any assistance needed.
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Identifies program needs that would better serve patients and guests and maximize the patient experience.
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Promotes and thanks patients for choosing GSPP for their health care.
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Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
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Uses resources wisely – as if they were one’s own.
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Complies with HIPPA and all other patient confidentiality regulation/polices.
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Seeks feedback on how to improve performance and results and offers constructive feedback, as well.
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Applies learning for improved performance and results.
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Appreciates the difference between effort and achievement and produces results that are important to the patient and the HUP mission, vision, and core values.
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Grasps the inevitability and challenges of change and adapts tactics accordingly; utilizes learning opportunities to prepare for changing work and methods.
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Demonstrates a willingness to carry out responsibilities and a positive approach to accomplishing work.
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Demonstrates the ability to effectively transmit and interpret information with internal and external customers.
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Demonstrates the ability to empathize with all types of individuals – including those who are ill, in pain, as well as physical or mentally challenged.
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Displays an outgoing personality and positive enthusiasm.
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Demonstrates good judgment, communication, and problem solving skills to accurately resolve or triage inquiries and requests while providing timely follow-up on progress.
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Manage difficult customer service situations and implement service recovery techniques to ensure positive patient relations. Escalate awareness and interventions to appropriate supervisors as needed.
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Ability to effectively work independently and within a team environment. Promotes an environment of teamwork and achievement of common goals.
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Flexibility with changes to scheduled hours; may be required to work night and weekend shifts.
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Transport patients using wheelchairs or provide standing support as needed.
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Complies with all GSPP policies and procedures.
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Performs other duties as assigned.
