New Hire Orientation 2021

Acknowledge and Clarify Request • Repeat back their request in summary • Ask questions for clarification Action Taken • Help the person as best you can • Lend a hand – help out another associate when you can. • Be a patient’s escort – walk the patient to their destination, avoid pointing and giving verbal directions. • Manage up – introduce coworkers and speak positively about them • Estimate how long before the visit, procedure or process will start and how long it will take

• Estimate what will happen next, when results will be available • Report progress periodically, especially if there are delays Satisfaction Confirmed, Thank you • Ask them to share their great experience using the Shout Out card • Ask if they had a great experience during the care provided • “Thank you for allowing us to provide for your healthcare needs” • “Is there anything else that I can do for you” • “Thank you for choosing Kern Medical”

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