The Five-Star Customer Service Standards of Behavior help employees understand AHS expectations for interaction with customers. AltaPointe employees receive copies of the Standards, job-specific standards and telephone communication standards during customer-service training sessions.

Five-Star encourages each employee to adhere to these expected behaviors and to practice them diligently. AltaPointe’s ongoing commitment to and application of Five-Star Customer Service standards ensures a more pleasant and professional environment for employees and all other customers.

As AltaPointe employees, we will:

1. Treat all consumers, co-workers and other customers in the way we want to be treated - with compassion, courtesy, honesty and respect.
2. Recognize that we work with vulnerable adults and children and focus on meeting their needs as if they were our own.
3. Address all consumers and patients using standard courtesy titles unless otherwise instructed.
4. Make eye contact when listening and speaking.
5. Use easily understood language and terminology.
6. Validate that we have heard our customers’ words, intent and feelings by repeating them in our own words to the customer.
7. Use appropriate language and polite speech in every situation.
8. Be sensitive to cultural and language differences.
9. Dress professionally and appropriately, understanding what appearances may convey.
10. Use proper telephone communication as detailed in the Five-Star Telephone Communication Standards.
11. Value the time of our consumers and co-workers as much as we do our own.
12. Apologize for inconveniences, correct any problems and follow AltaPointe policy to resolve concerns or complaints, when necessary.
13. Take initiative, be involved and accountable for our actions and job responsibilities.
14. Wear name badges where they are easily visible on the upper part of the body.
15. Always provide more services than expected with grace and kindness.
16. Praise whenever possible, and offer constructive criticism in private.