The Doctors of USC has launched a new greeter program designed to improve the patient experience from the moment of arrival on the Health Sciences Campus.
Started as a pilot this summer, The Doctors of USC Greeter Program is part of an ongoing effort to establish a culture of exceptional patient service.
“The new Greeter Program is a great example of how we are working to create a more patient-friendly environment for our patients,” said Carmen A. Puliafito, dean of the Keck School of Medicine. “Our patients are counting on clinical expertise, but they also want and deserve a friendly atmosphere that is convenient to navigate.”
Volunteers and USC employees who serve as greeters are stationed in the lobby areas of the Healthcare Consultation Buildings during peak hours, Monday through Friday from 7:45 a.m. to 3:30 p.m. Their job is to smile and greet patients and family members, offer directions and answer questions as needed.
“The Greeter Program creates a culture of hospitality,” says Hasmig Kitsinian, program manager for The Doctors of USC. “Our greeters provide a warm welcome and comfort to our patients. This is especially helpful to new patients who are forming a first impression of us.”
Working in two-hour shifts, the greeters not only perform a service for patients, but also provide feedback to USC’s clinical operations staff.
“As a greeter, I have the unique opportunity to observe the operational flow,” says Kitsinian. “I am able to provide suggestions to help improve the patient experience.”
The program has been so successful based on feedback from patients that additional greeters are now being recruited. Volunteer greeters must be 18 years of age or older, able to work independently, and have strong interpersonal and communication skills. A cheerful, outgoing and friendly manner is also essential.
To find out more about becoming a greeter for The Doctors of USC, call the Greeter Program at (323) 442-5955 or e-mail Kitsinian at firstname.lastname@example.org.