Employment

• Acknowledge patients and other visitors immediately; use eye contact and smile
• Greet everyone with whom you come in contact
• Address patients by using the appropriate title and their last name unless you know them well
• Use layperson's language whenever possible
• Make sure the information you give is accurate, complete and understood
• When working with patients or other customers describe what you are doing and why
• Proactively assist people who need help finding their way around
• Answer questions with patience and professional concern
• Conclude every encounter with a friendly "thank you" (when appropriate)

B. ENSURE SMOOTH AND EFFICIENT TELEPHONE COMMUNICATION

• Answer the telephone within three rings
• Say "(department), this is (your name), may I help you?"
• Speak to callers in a friendly, helpful tone of voice
• When putting callers on hold, ask:  "Can you hold, please?" and wait for a confirmation
• Always keep "on hold" callers apprised of their status
• When returning to the line, thank the caller for holding
• If you cannot resolve a call, take name/number and promise a call-back; be sure to call back when you say you will even if you do not have a resolution yet
• When taking messages, repeat the information and use the appropriate form
• In forwarding calls, confirm that you have dialed the appropriate person/department and stay on the line until the transfer is completed
• Ensure all questions have been addressed before the caller hangs up by asking, “Is there anything else I can help you with today??

C. BE A TEAM PLAYER

• Recognize that everyone's job is important
• Take the initiative in offering to help co-workers in overload situations
• Respond to requests from other departments in a timely and pleasant manner
• Keep your promises
• Approach all disagreements as problems to be solved
• Attempt to solve problems yourself before taking them to your supervisor
• Take responsibility for understanding the job duties of other employees/departments with whom you have regular interactions
• Respect the dignity of fellow employees
• Don't criticize colleagues in front of patients or other employees
• Cooperate with efforts to improve work processes

D. HANDLE COMPLAINTS IN A RESPONSIVE AND PROFESSIONAL MANNER

• Respond to questions and complaints with a "How can I make this better?" attitude
• Stay calm; don't take complaints personally
• Let the person know that you are committed to solving the problem
• Listen for the facts; let the person tell the whole story
• Apologize for the situation
• Ask questions to ensure understanding
• Don't respond with arguments or excuses
• “Own" all complaints that you receive and work to find a solution; refer larger complaints to your supervisor as appropriate
• Describe what you plan to do; follow through on promises you make
• Keep your supervisor informed; monitor progress and document your actions

E. BE PROFESSIONAL IN YOUR APPEARANCE AND PERSONAL CONDUCT

• Arrive at your work station and be ready to begin work on time
• Follow the dress code; wear your name badge so that it can be seen
• Be courteous with physicians, fellow employees, patients and others
• Maintain patient confidentiality
• Respond calmly and professionally in emergency situations
• Follow the Clinic and Department Policy Manuals
• Limit personal phone calls and side-talk; do not engage in either in the presence of patients
• Observe the rules for food and drink at your work station