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We are committed to quality patient care as well as a quality work environment for our staff. Please review the following STANDARDS OF BEHAVIOR.

If you feel that you are willing to commit to these STANDARDS OF BEHAVIOR, please check the "I acknowledge" box, type in your name and date and proceed with completion of the Employment Application.

If you feel these STANDARDS OF BEHAVIOR are too restrictive and something to which you would prefer not commit, we appreciate your interest and thank you for your time.

 

STANDARDS OF BEHAVIOR

These Standards of Behavior have been developed as a guide to help us provide excellent service to our patients, guests and physicians. These standards will be incorporated into our annual performance reviews to ensure that employees follow them to help us achieve our goal of being the premier Health care provider.

I will practice daily the standards set forth by ACTS (Appearance, Communications, Teamwork, Service) encouraging my co-workers to do the same.

APPEARANCE

I WILL be accountable for maintaining a professional appearance at all times.

I WILL BE PROFESSIONAL IN APPEARANCE BY

  • Wearing my identification badge above the waist at all times, making sure my name is visible, unless exempted by policy or job description
  • Practicing good personal hygiene
  • Maintaining a neat and modest appearance by adhering to the dress code policy 
  • Limiting excessive use of perfume, colognes, after shave, fragrances, and make-up.

COMMUNICATIONS

I WILL listen attentively to all patients, guests, physicians, volunteers and co-workers to fully understand their needss, responding appropriately.

IWILL ACKNOWLEDGE GUESTS /PATIENTS/COWORKERS BY

  • Responding in a friendly and appropriate manner
  • Smiling and maintaining eye contact
  • Introducing myself and my role in the patient’s care
  • Escorting patients, visitors or family members to their destination when they need directions, or offer to provide an escort
  • Inviting questions and comments when communicating with guests and patients, being sensitive to cultural differences

I WILL MAINTAIN CONFIDENTIALITY BY

  • Ensuring patient information is kept confidential by adherence to the standards set forth by HIPAA confidentiality policy.
  • Never discussing patients or their care in public places such as Elevators, Cafeteria, Hallways
  • Asking about the visitor/guest relationship to the patient

I WILL USE PROPER TELEPHONE ETIQUETTE BY

  • Identifying the department and yourself with a pleasant greeting
  • Following the scripted greeting when answering the telephone
  • Asking permission to place the person calling on hold, assuring them of a minimal hold time
  • Giving the caller the extension to which you are transferring them, before actually transferring them
  • Informing the person receiving the transferred call the nature of call and person’s name

I WILL PRACTICE GOOD COMMUNICATION SKILLS BY

  • Checking and responding to e-mail and voicemail daily when at work
  • Answering and responding to all call lights quickly, using patient’s name (Script: “May I help you, patient’s name.”)
  • Using a quiet, respectful tone of voice, being aware of your surroundings and of others hearing you

I WILL USE PROPER VOCERA ETIQUETTE BY

  • Wearing my Vocera as required by my job description
  • Maintaining patient confidentiality by being aware of my surroundings
  • Wearing an ear piece when in patient areas to ensure private conversations
  • Always asking the person you are calling, “Can you talk” before beginning the conversation
  • When transferring a telephone call to a Vocera user, make certain they are in an area where they can talk confidentially
  • Informing the person receiving the transferred call the nature of call and person’s name
TEAMWORK/OWNERSHIP

I WILL work as a team member, acting like a proud owner and taking responsibility for that ownership.

I WILL TAKE PRIDE IN THE FACILITY BY
  • Picking up and disposing of trash properly
  • Maintaining equipment, being a good steward of our supplies
  • Keeping work areas clean and free of clutter
  • Limiting my eating and drinking to designated areas
I WILL TAKE RESPONSIBILITY AS A PROUD OWNER BY
  • Seeking solutions to problems as they arise
  • Attending departmental and hospital meetings
  • Calling in to work in a timely manner if I am unable to come to work (Clinical Areas two (2) hours in advance, Non-clinical Areas, notify your managers per department policy)
  • Representing our hospital positively by not criticizing, complaining or speaking negatively of my coworkers, or the Health care System.
I WILL KEEP PATIENTS INFORMED BY
  • Anticipating delays and providing a clear explanation
  • Communicating frequently with patients/guests, taking time to answer any questions
SERVICE DRIVEN ATTITUDE OF EXCELLENCE

I WILL do my best to maintain a positive, caring attitude that demonstrates empathy and concern for others at all times as I practice having a servant attitude by striving to provide excellent service to all.

I WILL MAKE IT A HABIT TO PRACTICE DAILY
  • Using the method of HEAT
    • Hearing them out
    • Empathizing with them
    • Apologizing to them
    • Taking action to help them
  • Using key words at key times as assigned following the method of AIDET • Acknowledge the person
    • Introduce myself
    • establish a Duration
    • provide an Explanation
    • and say “Thank you for choosing HCMHS”
  • Using good time management skills
I WILL TREAT COWORKERS (employees, physicians, volunteers) WITH A PROFESSIONAL ATTITUDE BY
  • Being courteous
  • Being honest
  • Being respectful
  • Speaking positively about one another
  • Being a team player - helping when possible
  • Openly discussing concerns and issues when they arise
  • Using appropriate chain of command to resolve issues
I have read and understand the Standards of Behavior, and I agree to comply with and practice all the behaviors and provide excellent service to our guests/patients.
* I acknowledge  
My typed name below shall be treated in the same manner as my written signature.
*Applicant's Signature:  
*Date: