NorthShore University HealthSystem is committed to earning the loyalty of those who come to us for care and those who play a role in providing that care. The Service Values define the behaviors that each of us at NorthShore demonstrate in person, on the phone, or through email with co-workers, patients and families, physicians and visitors. Our values include exceptional customer service, supportive workplace interactions and a professional work ethic.
Exceptional Customer Service
Focus on Empathy, Communication, and Attitude
- Demonstrate a genuine sense of caring about the well-being and feelings of others
- Follow-through on commitments to customers, those you make and those stated in NorthShore policies
- Demonstrate sensitivity to those who are sick, scared, vulnerable and/or under time pressure
- Remain professional, calm and appropriate with customers, even in stressful situations
- Listen patiently and without interruptions, to fully understand the thoughts of others
- Understand the expectations of customers and your responsibility in meeting them
- Use service recovery behaviors: offer appropriate apologies, explanations and resolutions
- Address customers by their formal name (Mr., Ms., Mrs.) at least once during an interaction
- Make eye contact with customers to demonstrate courtesy and attentiveness
- Maintain patient confidentiality in verbal, written and electronic communication
Supportive Workplace Interactions
Focus on Teamwork, Positive Outlook
- Work cooperatively, as a positive contributor to the “team”
- Demonstrate a positive attitude in all workplace interactions
- Communicate in a manner that gains the trust and support of others at all levels
- Apply information about people, situations and processes before making judgments
- Follow established processes, protocols and workflows
- Respond positively and willingly to customer requests for assistance
- Work effectively with others despite differences of opinion and style
- Accept both positive and negative feedback as opportunities for improvement
- Keep your work environment clean and presentable
Professional Work Ethic
Focus on Professionalism, Initiative, Flexibility and Multi-tasking
- Reflect a sense of personal and ethical accountability for the work you do
- Demonstrate understanding that you represent NorthShore and Endeavor Health Medical Group to each customer
- Take initiative to resolve problems and meet customer requests
- Be flexible, and embrace change with a “can do attitude”
- Demonstrate reliability in attendance and punctuality
- Demonstrate reliability to complete duties in a professional, timely and accurate manner
- Be results-oriented; prioritize time to work on what is important