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