Thank you for your interest in joining the WVUH team. We continuously evaluate the labor market to determine competitive pay and benefits in order to attract and retain employees who support our mission of providing the highest quality patient care and to ensure the success of WVUH.

Our employees function as a team and each employee understands and supports our mission and his or her part.

Please read and agree to all of the Performance Expectations and STAR Behavior Standards below to continue the application process.

PERFORMANCE EXPECTATIONS FOR WVUH EMPLOYEES

PEOPLE

• Communication – Demonstrates effective communication (open, honest and direct) skills. Listens effectively to demonstrate understanding of the ideas and opinions of others. Provides and receives constructive feedback to peers and supervisors. Shows a sincere interest in others and their concerns; initiates and develops relationships with others (peers and physicians).
• Teamwork - Demonstrated ability to function as an effective team member. Cooperates with others to achieve department goals. Shares ideas and contributes time to help others (internal & external) of department. Contributes to organizational and department goals. Attends and participates in departmental staff meetings.

SERVICE

• Customer Service - Treats patients, families and others with dignity and respect. Appropriately meets all customer expectations 100% of the time. Facilitates ways to increase customer satisfaction. Follows up on customer requests and issues. Exhibits patience and respect when dealing with difficult customers or their concerns. Meets STAR standards in providing customer service.
• Resource Management - Utilizes organizational resources effectively. Contributes to and supports the organization’s cost reduction goals.
• Job-Specific Requirements - Meets all job specific standards. Demonstrates appropriate level of knowledge of technical aspects of position. Meets the continuing education requirements (internal & external). Meets 100% agreed upon timelines and deadlines of assigned projects and tasks.

PERFORMANCE IMPROVEMENT

• Cost/Quality - Identifies opportunities to improve performance - quality and cost. Actively participates in the department’s and organization’s Continuous Improvement Process efforts.
• Change Capacity - Proactively responds to change. Supports actions that sustain change. Exhibits willingness to offer and try new ideas and supports change.

SHARED VALUES/CULTURE

• Personal Effectiveness - Constantly doing what is expected as an employee of WVUH. (Follows policies, practices, and supports hospital initiatives). Is committed to doing the best work possible at all times. Serves as a role model to peers and patients by promoting WVUH values and modeling pride in the hospital. Adheres to established hospital behavior standards.
• Ethics and Integrity - Strong personal ethics and demonstrated good personal judgment. Takes responsibility and ownership for decisions and actions taken. Demonstrates an understanding and commitment to compliance standards and conduct.
• Initiative - Takes ownership and initiative for their work. Works with others to help make the hospital better.

WVU Hospitals - University Health Associates - WVU Health Sciences

Attitude + Respect + Action = STAR

Adopt a Positive Attitude Every Day

• Do one extra thing each day for someone – a patient, a student, a co-worker
• Choose to be here
• Avoid the 3 C’s: Don’t criticize, condemn or complain

Show Respect for Everyone

• Consider how your actions affect others
• Demonstrate respect through personal example
• Expect cooperation, and give it
• Ask for help politely
• Acknowledge any inconveniences you cause

Take Action to Make This a Better Place

• Smile – and mean it
• Make eye contact and greet people warmly
• Be enthusiastic

Specific behaviors that mean a lot:

Please and thank-you

• Always express your appreciation
• When someone thanks you, acknowledge it – “My pleasure”
• Always use a pleasant tone of voice

Show that you care

• Offer to give directions – and take lost people to their destination
• Follow dress code and wear your ID with photo and name showing
• Acknowledge others regardless of position or rank

Personal attention

• Address people by Mr., Mrs., or Ms. with last name unless asked to use first name
• Answer phones pleasantly and give accurate information
• Avoid personal phone calls and conversations in public places

Everyone’s time is important

• Deal with delays promptly
• Anticipate customer needs – don’t wait to be asked
• Talk with people who have been waiting 20 minutes or longer

Elevator etiquette

• Wait for others to exit – don’t rush door
• Hold door for other passengers
• Use staff elevators
• Face customers while riding -- Back out when moving patients

Environment

• Take pride in our facility
• Own your area – keep it clean
• If you see trash anywhere, pick it up

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