Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.
All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:
Self Management: Accountability, professionalism and commitment to growth and development
Meeting these expectations is key to the success of your department and the organization.
1. People: Focus on serving the community through collaboration and respect
Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.
Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
Be professional when approached about behaviors that might be perceived as disrespectful
Open Communication
Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.
Practice active listening skills
Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication
Building Collaborative Relationships
Definition: Identifying opportunities and taking action to build relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
Take initiative to support others and build productive relationships that will lead to a cohesive workplace
Interact effectively with other team members, departments and customers to accomplish organizational goals
Organizational Awareness Definition: Understand how one’s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
Support and respect BWH’s mission, vision, values and history
Understand and recognize how your individual role and department impacts the organization
2. Self Management: Accountability, professionalism and commitment to growth and development
Embracing Change
Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
Support and positively participate in organizational and/or job specific changes
Initiate appropriate action when change is needed
Be flexible and open to new ideas
Adapt to shifting priorities
Learning Oriented Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.
Demonstrate openness to learning from successes and failures
Recognize and participate in learning opportunities
Seek and share best practices
Professionalism Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
Adhere to BWH’s Code of Conduct, Guide to Ethical Standards, policies and procedures
Align behavior with the organizational mission and values
Practice respect in accordance to the BWH standards
Demonstrate responsibility, reliability, and trustworthiness
3. Organization: A commitment to quality, service and exceptional performance
Quality and Safety Focus Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
Adhere to established policies and procedures
Take action to prevent errors
Identify and report adverse events, errors and incidents
Efficiency and Performance Improvement Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one’s role
Problem Solving Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
Recognize actual and potential problems and take appropriate action towards a solution
Offer assistance, as needed, when a potential problem situation is observed
Use good judgment to keep manager informed of problems or issues, following department practice
Service Excellence Definition: Focusing one’s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
Engage with positive greetings and active listening
Empathize by expressing understanding
Educate throughout the information exchange
Enlist thoughts and ideas from others
4. General/Administrative Support: (required of all Administrative Support employees)
Information Gathering Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
Identify specific information needed to clarify a situation or to make a decision
Probe skillfully to get at the facts
Addendum B
1. Office Operations
2. Clinic Responsibilities
3. Billing Function
4. Surgical scheduling
5. Maintain accurate files
6. Prepare all correspondence
7. Perform all other duties as requested.
