Welcome people in a warm and personal, but professional way

Greet others in hallways, elevators, and at work stations with a kind word or smile

Communicate understanding by offering kind words

Assist people in finding their way

Make eye-contact

Introduce yourself and explain your function when meeting patients, family, and visitors

Personalize conversations by using names when possible

Listen carefully

Do not interrupt

Give people your full attention

End each encounter with a warm and positive comment

Respect others' privacy and dignity

Knock and wait for a response before entering private areas

Use a quiet, respectful tone-of-voice at all times

Do not discuss confidential or sensitive information about the following in public places:

Patients

Employees

Physicians

Hospital business

Aware and respectful of cultural differences for patients and staff

Respond quickly to requests for help

Provide service or information requested or find someone who can

Establish a time for providing requested service

Explain any delays in providing requested service

Provide information about hospital or departmental procedures and processes

Invite questions and comments

Keep people informed while resolving an issue or getting an answer

Take responsibility for improving departmental systems

Work as a member of the hospital-wide team

Perform duties in a way that makes it easier for others to perform their duties

Meet deadlines

Keep promises

Complete assignments

Work with others to address complaints, frustrations, and service problems

Present a positive, professional image in your:

Dress

Manner

Conversation

Behavior

Do not have personal conversations with co-workers when performing job functions
Examples: Assisting patients, families, physicians, others

Keep all areas clean and safe

Demonstrate pride in the hospital

Keep a pencil and pad beside the phone at all times

Be aware of background noise

Stop and focus attention on each call

Do not continue a conversation while placing the receiver to you ear

Answer the phone within four rings

Answer the phone by giving the department's name and your name

Listen to the caller attentively

Concentrate on what the caller is saying

Do not interrupt the phone conversation to make a comment to someone in the work area

Inform the caller tactfully if you have trouble understanding him/her

Speak in a moderate volume - not too soft or too loud

Speak clearly and distinctly

Maintain a professional and courteous tone-of-voice throughout the call

Use courtesy words
Examples: Please, thank you, you're welcome

Use proper, understandable words

Do not use slang or medical jargon

Refer to the caller by name whenever possible

Ask permission to place the caller on-hold

Wait for an answer before placing the caller on-hold

Do not keep the caller on-hold for more than 30-seconds, if possible

Return to the caller on-hold periodically

Use a warm, quick "thank you for holding" greeting when returning to the caller on-hold

Explain to the caller why you must transfer the call

Ask the caller if s/he wants you to:

Transfer the call

Take a message

Have someone call him/her back

Provide the caller with the direct dial number

Stay on the line until the transferred call is answered

Inform the person receiving the call who is calling and request authorization to transfer the call

Keeps passwords confidential

Changes passwords every 90-days

Record personal verification greetings for internal callers including:

Name

Department

Phone number

Record external greeting including the following information:

Name

Department

Instructions for paging

When you will return messages

Other pertinent information

Update greeting when away from the office for more than one day informing callers when you plan to return calls