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.
Team Pillars
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 Team
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.
Service Pillars
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.
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.
What Patients Are Saying About Encore Service Group
“To whom it may concern, I just wanted to give a little insight on your valet at the george issac, a nice young lady I believe she told me her name was sam. Last week I visited utmc at the george issac for my mothers surgery that’s where I met Sam she was professional, gave us very warm welcoming and boy is she a life saver. She went got us a wheelchair for my mom since she is unable to walk as good as she used to and even wheeled her in for me while I gathered our things to bring in. Once my mom was called back I had a little window to be able to go eat and such so I had asked her for directions. She even offered to push me in wheel chair and help get my food since I wasn’t walking the greatest that day. I declined the free ride, but it was so sweet of her to offer. Its nice to see young people helping us old people when in need and boy does it help and much appreciated.”
– Sue and Rob (UTMC Guests)
