COMMUNICATION a) maintains confidentiality of patients, department, and hospital information b) facilitates communication between patients, facility, and surgeons c) ensures patients and their families are provided pre- and post-op education and educational resources d) supports the patient and family in coping with the psychological aspects of their surgery e) serve as a clinical resource for facility and surgeon offices f) demonstrates ability to clearly express oneself verbally and in written communication i) receives and relays appropriate information accurately and promptly ii) collaborates with other service line members iii) serves as the primary point of contact between the patient, their family members, and the care team iv) applies basic verbal and non-verbal communication skills to identify and reduce anxiety in the patient v) thoroughly and legibly completes all documentation promptly and in an accurate manner vi) communicates in a well-enunciated manner g) demonstrates knowledge, proficiency and courtesy in using telephones and paging systems i) speaks with pleasant voice tones reflecting a courteous, caring manner h) notifies manager promptly of unusual conditions or problems encountered i) follows chain of command when dealing with problems. ATTITUDE a) exhibits excellent customer relations by demonstrating cooperation, courtesy and respect when interacting with patients, visitors, physicians and coworkers i) interrelates with ancillary departments, fellow employees, clients and physicians effectively and in a positive manner ii) relates with patients and families in a caring, concerned manner iii) respects privacy and dignity of patients and coworkers b) communicates in a tactful manner in regard to problem solving i) exhibits objectively in conflict/problem solving ii) approaches coworkers directly and honestly when conflicts arise and tries to resolve problems iii) exhibits positive behavior response to correction or guidance by manager c) encourages and promotes a positive working environment i) willingly assists others ii) functions as a "team" member iii) demonstrates attitude of caring, courteous and positive manner d) demonstrates acceptance and flexibility with procedures and assignment changes e) functions calmly and effectively during stressful and emergency situations.