Key Behaviors - Healthcare
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Accountability – Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient, and cost-effective manner.
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- Maintains confidentiality of patient information.
- Presents and maintains a professional image and demeanor on the job and at university-supported functions.
- Completes assigned tasks efficiently and recognizes areas needing improvement.
- Obtains clarification of assignment when needed.
- Delegates tasks appropriately and monitors outcomes of assigned tasks.
- Follows professional standards and ethics and takes responsibility for own decisions.
- Practices cost-effective patient-care.
- Serves as a positive role model.
- Monitors outcomes of the unit/department/clinical service programs.
- Assesses and intervenes to promote desired patient care outcomes.
- Initiates program change to improve or maximize outcomes.
- Sets professional standards.
- Stays abreast of current trends in healthcare and develops and promotes alternate approaches to provide cost-effective care.
- Promotes appropriate university health care endeavors to region, nation, and world to gain world-class status in health care.
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Adaptability – Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.
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- Demonstrates flexibility in responding to changes in work site needs.
- Identifies and relays pertinent information to supervisor.
- Willingly works outside of routine responsibilities to accomplish work.
- Adapts readily to changes in own role.
- Demonstrates flexibility in responding to changes in customer needs and referrals.
- Responds in a timely manner to changes in patient condition.
- Willingly performs multiple tasks to facilitate patient care.
- Coordinates changes in workload assignments to meet patient needs.
- Adapts to day-to-day variations in work site and customer needs.
- Responds in a timely manner to trends in-patient care unit and staff needs.
- Initiates or develops proactive changes in system.
- Envisions present and future health care environment to maximize system growth.
- Accepts and promotes change as a healthy and normal component of organizational growth.
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Communication – Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts.
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- Uses appropriate verbal and non-verbal communication.
- Communicates in a clear and concise manner utilizing appropriate modes/channels of communication.
- Displays nonjudgmental acceptance of customer, while keeping customer the focus of communication.
- Practices empathetic approach.
- Provides clear instructions to appropriate audience.
- Records clear, detailed, and accurate records.
- Gathers all information and communicates findings to the appropriate person.
- Remains open minded to other people’s ideas and thoughts.
- Uses appropriate conflict resolution techniques, adjusting communication style to suit situation and audience.
- Teaches others effective communication skills.
- Interacts openly and directly with others.
- Communicates complex information clearly, logically and concisely.
- Ensures effective flow of information throughout the department.
- Facilitates effective communication system wide.
- Communicates planned changes to appropriate personnel.
- Ensures that all forms of communication positively reflect the university.
- Communicates goals and mission of university, campus and department to employees.
- Seeks opportunities to build shared understandings with internal/external partners, within and beyond the organization.
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Customer/Quality Focus – Anticipates, monitors, and meets the needs of customers and responds to them in an appropriate manner. Demonstrates a personal commitment to identify customers’ apparent and underlying needs and continually seeks to provide the highest quality service and product to all customers.
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- Demonstrates behavior consistent with quality assurance standards.
- Monitors own work to ensure accuracy, timeliness, and overall quality.
- Respectfully anticipates, acknowledges, and responds to customer questions and needs.
- Interacts positively to correct collective customer problems.
- Identifies quality issues early and advocates for resolution.
- Monitors own and delegated work to ensure accuracy, timeliness and overall quality.
- Promotes adherence to quality assurance standards.
- Assesses process and outcome data from internal and external customers.
- Supports quality assurance initiatives.
- Develops and implements quality assurance standards and creates processes to provide highest quality service and products.
- Accepts ultimate accountability and responsibility for system’s performance and improvement.
- Assesses system’s products and processes to ensure health care needs of the region, nation and world are met.
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Inclusiveness – Interacts appropriately with all business and community partners, and members of and visitors to the campus community, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view.
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- Treats people with dignity, trust and respect.
- Educates self to appreciate and respect individual cultural differences.
- Promotes and supports inclusiveness among coworkers.
- Creates and maintains a welcoming environment.
- Introduces new employees to unique aspects of work settings.
- Uses different points of view when analyzing situations.
- Implements inclusive initiatives to meet diverse individual and cultural needs.
- Evaluates different viewpoints to solve problems.
- Assembles diverse teams, committees, and work groups.
- Cultivates a broad network to exchange ideas and develop diverse approaches to problem solving.
- Develops internally and recruits externally a diverse work force to meet the university’s mission.
- Holds self and appropriate staff responsible for fostering an inclusive culture in the university.
- Cultivates a broad network among people within and beyond the organization to enhance diversity initiatives.
- Envisions and develops a world class health science center where inclusiveness is inherent in the culture.
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Occupational Knowledge/Technology Orientation – Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, to include understanding and application of technology (hardware, software, equipment and processes).
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- Attains and maintains basic certification/licensure.
- Demonstrates job and skill proficiency.
- Remains knowledgeable of technical developments.
- Demonstrates ability and willingness to learn job-related tasks.
- Provides and maintains a safe working environment.
- Shares expertise to develop others and to further the university’s mission.
- Ensures professional adherence to standards of care.
- Understands and provides patient education.
- Uses current research findings to improve patient care outcomes.
- Revises and designs standards of health care and protocols for patient care.
- Advances own knowledge in area of expertise and/or obtains certification.
- Translates technical information into clear and concise material for non-technical audiences.
- Explores new ideas and implements initiatives that drive occupational or professional expertise.
- Advances expertise in diagnostics and treatments.
- Promotes excellence within system to obtain world class status in health care delivery.
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Team Focus – Works cooperatively with others to achieve a common goal. Participates in a climate that encourages cooperation, pride, trust, commitment and group identity.
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- Demonstrates commitment to team objectives.
- Places team goals before personal agenda.
- Participates and contributes fair share of effort to team projects and works toward team goals.
- Welcomes and supports new team members.
- Responds to requests and needs of other team members.
- Approaches projects with team orientation – to achieve common goals.
- Recognizes the value of and encourages team building.
- Acknowledges, values, and appreciates individual and collective efforts to meet team goals.
- Initiates and supports teamwork and information sharing across business levels, functions, and organizational boundaries.
- Shares resources with others to facilitate project completion.
- Creates positive working relationships among team members.
- Assists team members in resolving conflict associated with scarce resources or unplanned events.
- Supports the advancement of system goals over departmental or personal goals.
- Promotes building a group identity characterized by pride, trust, and commitment.
- Educates and markets advantages of team participation as a vital internal and external link to improve patient care.
- Communicates vision of potential team partnerships in region, nation, or world to build a world-class health care delivery system.
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Leadership – Communicates personal vision and the university’s vision in ways that gain support of others. Mentors, motivates, and guides others toward goals.
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- Displays behavior consistent with a positive attitude toward system goals and change.
- Mentors new employees.
- Fosters an environment in which everyone is treated with dignity, trust, and respect.
- Delegates work to others with regard to their individual abilities.
- Develops trust and strives for fairness and integrity.
- Encourages and demonstrates commitment to visions, values, individual goals, and unit goals.
- Uses conflict management techniques effectively.
- Effectively delegates work by clearly communicating scope, expectations, and priorities.
- Assesses and maximizes potential in all employees.
- Encourages and demonstrates commitment to vision values, individual goals, and unit goals.
- Empowers others to achieve individual goals for assigned responsibility or commitment.
- Establishes the culture rules, regulations, and goals for the department.
- Encourages and supports decision-making and responsibility at all levels.
- Overcomes obstacles and empowerment barriers to achieve quality and efficiency.
- Conveys and engenders support for the university’s vision for health care in the region, nation and world.
