1. Telephone Skills:  Demonstrates hospital telephone etiquette by answering phones promptly, courteously and by identifying department and self.

 2. Customer Service “Go the Extra Mile” Program:

• Takes personal responsibility for providing quality services every day.
• Displays outstanding customer service skills by greeting all customers warmly; making eye contact; introducing self, calling patients/customers by name; providing assistance needed in a friendly and caring manner.
• Looks for opportunities daily to “Go the Extra Mile” in not only meeting customer needs, but exceeding expectations.
• Sensitive to an individuals race, color, religion, sex, sexual orientation, national origin, age, disability or any characteristic protected by law.  Respects, accepts and anticipates spiritual and personal needs.

 3. Confidentiality:  Sensitive information including, but not limited to, patient records, charts, hospital documents and employee information is kept confidential without exception.

 4. Chain of Command:  Communicates and follows the organizational chain of command for notification of patient care/service issues, when appropriate.

 5. Patient Rights:  Ensures that the rights of all patients are respected and maintained by allowing for privacy, cultural diversity and dignity in the provision of care.