CR O US E H OS P I TA L
Core Competencies Definitions
ALL EMPLOYEES
Customer Relations
COMPETENCY
DEFINITION
Exceeds customer expectations
Understands role in delivering the best customer service
Demonstrates effective oral & written communications
Exhibits integrity & honesty
Resolves conflict & implements service recovery
Offer people more than what they expect.
Know how you can do your best to serve our customers.
Talk and write so people can understand you.
Be honest. Act with honor.
Do your best to understand the issue and take action to
help.
Listen carefully to people. Respect their words.
Show respect for people who are not like you. Value new
thoughts, words and deeds.
Respectfully listens
Values and demonstrates respect for diversity
Quality
COMPETENCY
DEFINITION
Exhibits professionalism
Problem-solves to improve the organization
Follows established standards and complies with all
policies & procedures
Safely performs work and ensures an environment of
safety
Effectively recognizes and responds to emergent
situations
Always respect yourself and others.
Help solve problems to make the hospital better.
Follow all standards, policies, and procedures.
Follow safety rules and make sure your surroundings are
safe when doing your job.
Be aware of emergencies when they are happening, be
helpful and act on them right away.
Productivity & Performance
COMPETENCY
DEFINITION
Demonstrates consistent job performance
Critically thinks
Takes pride and ownership of work
Is accountable to the hospital mission.
Always do your best.
Ask questions and help find the right answers.
Take pride in your job and take responsibility for it.
Understand and own your role in supporting the hospital
mission.
Be organized and on time. Do the most critical jobs first
and be flexible while at work.
Effectively manages time and prioritizes tasks
Fiscal Responsibility
COMPETENCY
DEFINITION
Makes responsible decisions with hospital resources
while being cost conscious
Don’t be wasteful. Help conserve our resources (i.e. –
supplies, time, natural resources, etc.) to save money for
our hospital.
CR O US E H OS P I TA L
Core Competencies Definitions
ALL EMPLOYEES (cont.)
Innovation
COMPETENCY
DEFINITION
Demonstrates motivation to identify, initiate, propose,
and participate in solutions for improvement
Look at things differently and see new possibilities. Speak
up and act for what you think would help improve our
hospital.
Personal & Professional Growth
COMPETENCY
DEFINITION
Willingness to learn and personally develop
Receptive to constructive feedback
Embraces and stays up-to-date with technological
changes and advances
Keep learning and growing
Listen to people who want to help you get better.
Learn and use technology to do things better.
Organizational Climate
COMPETENCY
DEFINITION
Is knowledgeable and engaged in organization goals and
strategy
Works as a team
Know the goals of the hospital and do what you can to
help reach those goals.
Embraces the FISH Philosophy
Collaborates within and across departments
Is involved in shared decision-making
Strengthen relationships and work together in a positive
way. Have a commitment to your co-worker through
accountability to yourself and others.
Be there for others. Have fun at work. Make someone’s
day. Stay positive.
Respect the jobs that other people do. Be willing to help
them.
Work together and join in to make the best decisions for
the hospital.
Emotional Intelligence
COMPETENCY
DEFINITION
Is adaptable, open to change, and resilient
Is empathetic toward others
Is emotionally even (is self aware and shows self control)
Has self confidence
Is personally credible
Positively influences others
Accepts and deals with change with a positive attitude
Think about and try to understand other people’s feelings.
Be aware and in control of your emotions.
Believe in yourself.
Be reliable and create trust with others.
Use the power of your words and actions to be a good
role model.
Set goals. Know what you want to achieve and how to get
there
Has purpose and vision