In addition to his day job as Director of ENT Clinics, Kirk Hughs orients all new specialty clinic and endoscopy employees to the Exceptional Patient Experience. His goal is to engage new team members about how they can create exceptional experiences for their patients.

What makes an expert? Best-selling author Malcolm Gladwell gave 10,000 hours as a threshold for expertise. While our University Hospital Customer Service Team isn’t at 10,000 hours, they addressed nearly 2,000 patient concerns this past year. When asked how they do it, Program Assistant Michael Bown offers these top five tools to successfully navigate a phone complaint.