Greets and interacts with patients in a positive, pleasant and professional manner,
whether on phone or in person.
Listens carefully and communicates clearly with patients to ensure understanding of
patients request. Analyzes problems from the customers point of view.
Learns/anticipates the individual patient/customer need(s) and does the best possible
job of satisfying those needs using the best solutions that are responsive to those
need(s). Documents needs, as appropriate, in EPIC.
Establishes positive relationships with patients by demonstrating knowledge of patient
history with practice, treating them with compassion, and responding to their individual
Handles stressful patient/customer situations appropriately.
Delivers seamless patient/customer service and provides recovery for lapses in
service as needed.
Ensure patient/family confidentiality, respect, safety, and security.
Strives to understand and value differences in others race, gender, nationality, and
age modifies interactions as needed to accommodate diverse needs of the
patient/family. Displays age-specific competencies for the patient population served.
Identifies opportunities to improve the patient experience, including areas identified in
patient satisfaction surveys. Provides comments and feedback to management team
to maintain and improve quality of service.
Participates in Entity and Department wide initiatives for Patient/Employee safety
Demonstrates an awareness of patient/ employee safety when carrying out daily
responsibilities of their position.
Supports team, as required or needed based on daily workloads, by assisting with
work processes that fall outside of their assigned role. Asks questions if/when
uncertain about something.
Ensures communication and collaboration with clinical staff and fellow co-workers to
serve patients to the best of his/her ability.
Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.
University Of Pennsylvania Health System