There are certain people who are born to work in customer service. They are team players and people pleasers. They seem to play the role of the host in every situation even if they aren’t officially the host. They make you feel welcome, comfortable, and important. These are the type of people that you want working in your healthcare organization because they care and take ownership for the customer experience.
One of the best ways to identify a servant heart is through behavior based interview questions. There’s an art and a science to designing behavior based questions to identify the best candidates for the job. On a basic level, your questions should ask about a past experience and how they handled it. By looking back and sharing a story, they are most likely to give you the clearest picture of their character in action.
Hiring for a servant heart will give you the best chance at creating a service-centered culture. You can teach skills and processes. You can’t make people care.