The Encore Experience
What can you expect from Encore?
Encore Service Group is dedicated to providing the highest level of service to every person at every time. Whether it’s one of our Non-Emergency Medical Transportation professionals picking up a patient for an appointment or a parking garage attendant helping to ensure a smooth flow of traffic, administrators can expect the highest level of courtesy, respect, and knowledgeable assistance from every member of our team.
Phenomenal Leaders - Our most valued employees are those who lead by example, and our leadership team is comprised of dedicated individuals who make it their mission to exceed expectations and provide incomparable service excellence.
Organizational Clarity - No team can be successful unless every member accepts the mission and has a clear understanding of his or her responsibilities. Our staff is always aware of their schedules and assignments, which allows us to maintain a consistent level of service without confusion or interruption.
Clear Communication - Every member of our staff is an integral component of our operation, and our clear communication ensures that every task is completed the right way every time. In the same way that we expect our own staff to maintain complete transparency, our leaders take the time to communicate with facility administrators to ensure that we’re always exceeding expectations.
Constant Reinforcement - Our employees are not static in their positions. They complete regular training and are encouraged to share their ideas and goals with our entire team. By giving our employees positive reinforcement, we’re constantly improving our operation and empowering our future leaders.
Team of Teams - Our experience has shown us that when employees work together on individual teams to achieve initiatives and set higher standards, we can uncover new ways to carry out our mission and provide a service that is uniquely tailored to the needs of each facility.
Our most valued employees are those who lead by example, and our team is comprised of dedicated individuals who make it their mission to provide incomparable service excellence.
- Team members must wear a uniform with a tucked-in shirt, ironed pants, and clean shoes.
- They must have no visible tattoos, no facial piercings, and no earrings for male employees.
- They must keep staging areas safe and free from debris.
- They are expected to engage guests and display courtesy at all times.
Friendly - We greet everyone we encounter with a smile and eye contact.
Anticipate Needs - We see opportunities to exceed expectations before we're asked.
Inform - We educate patients and their families about our process so they know what to expect
Respect - We treat everyone we encounter with the respect they deserve.
Environment - We keep areas clean and safe
Anyone with even a little service training knows to ask a guest “How are you?" A real service provider understands the value of Patient- and Family-Centered Care, asking “Who are you?” and understanding how to relate to the person in less than 30 seconds.
The Ambassador Model
From curbside to bedside, we serve as ambassadors of each facility, working together with internal employees to enhance the patient and family experience through heightened hospitality.