™
HIRING RIGHT
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
PAGE 2
Introduction
PAGE 3
ICARE Contract
PAGE 4
The Hiring Right Process
PAGE 5
Additional Best Practices
PAGE 6-7
Interview Scorecard and Worksheet
PAGES 8-13
Interview Questions
PAGE 14
URMC Hiring Process
Page 1 of 14
INTRODUCTION
Managing Behaviors Starts at the Time of Hiring

The interviewing process is a great opportunity to use the ICARE Experience as a selling point, to share the specific behaviors that are
expected from employees in the organization, and to find the best employees to deliver the ICARE experience and lead URMC into the
future.

Evaluating a candidate’s potential for success should be based on his/her technical or clinical skills, and just as importantly, on his/her
ability to demonstrate the behaviors that strengthen the organization’s culture and enable delivery of a consistently excellent
patient/family and colleague experience.

This guide is to be used to evaluate a candidate’s potential based on their behaviors.
The Purpose of Hiring Right

Help URMC to ensure processes describe and demonstrate the ICARE Experience to potential candidates.

Integrate ICARE-based interview questions into the hiring process.

Provide a balanced, objective view of candidates and increased confidence in hiring decisions for a good cultural fit.

Help to reduce “gut feel” decision-making.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 2 of 14
LIVING THE ICARE VALUES – A PERSONAL COMMITMENT
At the University of Rochester Medical Center, every member of our team is required to make a personal commitment to our patients, their families, and each
other. We expect that you embrace our vision to deliver patient- and family-centered care across all aspects of the Medical Center, always placing patients
first. By doing so, we ask that you live by the ICARE values and make them central to your work life at URMC, each and every day; treating others the way you
want to be treated. Outlined below are key ICARE behaviors we all must do consistently to deliver “Medicine of the Highest Order.”
Integrity – I will conduct myself in a fair, trustworthy manner and uphold professional and ethical standards.
Introduce yourself – (greet, say your name, explain your role)
Be mindful of your actions – (conversation topic, tone, volume, body language)
Compassion – I will act with empathy, understanding, and attentiveness toward all others.
Communicate with warmth – (use preferred names, smile, make eye contact, listen attentively)
Respond to feelings – (show empathy and kindness)
Accountability – I will take responsibility for my actions and join with my colleagues to deliver “Medicine of The Highest Order.”
Answer questions clearly – (ask about and address concerns, explain next steps)
Involve and update – (patients, families and colleagues)
Respect – I will always treat patients, families, and colleagues with dignity and sensitivity, valuing their diversity.
Be courteous and friendly – (to all patients, families, and colleagues across all departments)
Speak positively – (about your colleagues, other departments, and the institution)
Excellence – I will lead by example, rising above the ordinary through my personal efforts and those of my team.
Take initiative to help– (ask if there is anything else you can do, assist your colleagues)
Recognize your colleagues – (thank them for their efforts)
Through my signature, I make my commitment to our patients, families, and my colleagues across all departments of the Institution. By doing so, I take
responsibility to uphold the ICARE values and consistently demonstrate these global behaviors and my ICARE job-specific behaviors in all interactions.
Signature:
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Date:
Page 3 of 14
THE ICARE EXPERIENCE HIRING RIGHT PROCESS
Before The Interview
•
Decide how many people should be part of the interview team. Select the team to interview candidates (include coworkers).
•
Meet with the interview team and review the interview questions together.
•
Select the questions that best meet the needs of your particular area.
•
Decide who will ask what question(s), including the ICARE self-assessment questions.
•
Print out the Interview Questions, ICARE Contract, and Scorecard to use in the interview.
During The Interview
•
Integrate ICARE questions with questions addressing skills and technical abilities.
•
Use the ICARE Contract as a reference and make it part of the interview conversation.
•
Share two or three Strong Stars that provide examples of the behaviors you would want the candidate to imitate.
•
Allow the candidate time to ask questions (listen more than you talk).
•
Use the interview as an opportunity to also “sell” URMC as a great place to work.
•
Summarize candidate responses in the “Response Summary” column of the Interview Questions sheet.

Record the score for each question in the “Score” column. Please remember to use the entire 1 to 5 scale to help differentiate between
candidates. The score should reflect your perception of the candidate’s response.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 4 of 14
After The Interview
•
Complete the Scorecard and Interview Questions sheet. (Response Summaries, Calculate the scores using page 2 of the Scorecard,
Overall Strengths and Weaknesses.
•
Send your final Scorecard to the interviewing team for discussion.
•
Reminder: For internal candidates, check with internal references. If you have questions about the candidate’s past
performance, contact your HR Business Partner.
Additional Best Practices*
•
Vary the style of the interview (traditional question and answer, group interview, casual group discussion at lunch,
role playing, providing them a project to do, etc.)
•
Have coworkers – not just managers – involved in interviewing.
•
Do a pre-screen phone call to connect with the candidate on “deal-breakers” (willingness to travel, ability to work nights/weekends, etc.).
•
Provide a tour to make introductions to coworkers and see how friendly the candidate is.
•
Have a coworker call to congratulate the candidate on progressing through the hiring process.
•
Have a coworker take the candidate to lunch as part of the interview process.\
•
Take the candidate to meet other organizational leader(s).
•
Tell your own ICARE story to personalize what the ICARE Experience means to you.
*As applicable
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 5 of 14
INTERVIEW SCORECARD – PAGE 1
Instructions: Below are the ICARE Behavioral questions to ask in your interview with the candidate. In the “Response Summary” column, record candidate's
response (not your feelings about the response, but a summary of what he or she said). You can then use the score you assign to those responses to reflect
your perception of the response. "What to look for" should help you to assign a score. Please remember to use the entire 1 to 5 scale to help differentiate
between candidates. To conclude, complete this summary page including overall strengths, weaknesses, and your recommended next steps.
HIRING RIGHT INTERVIEW SCORECARD
ICARE Experience Values to consider:
 Integrity, Compassion, Accountability, Respect, Excellence
CANDIDATE SUMMARY / OVERALL INTERVIEW SCORE
Candidate Name:
Date:
Candidate Job Position:
Interviewer
Name:
Overall Perceived
Strengths:
Overall Perceived
Weaknesses:
Interview Score (Use worksheet on Scorecard page 2 to calculate final interview score)
Recommended Next Step (Hire, Undecided, Not Selected): Review the ICARE Experience and the candidate’s
professional appearance/presentation, interpersonal skills, demonstrated level of interest in ICARE, and the strengths
and weaknesses you captured above. Ask yourself: Is the candidate a match for the experience URMC is trying to
deliver to patients, families and employees? Is the candidate friendly? Would you want this person helping you, your
family, or your friends with their healthcare needs? Would you want to work with this person?
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 6 of 14
INTERVIEW SCORECARD – PAGE 2 (Optional)
CANDIDATE WORKSHEET
Competency / ICARE Value
Column A
Column B
Column B ÷ Column A
Number of questions
asked
Total Score for
questions asked
Average
5
20
4
Column A
Column B
TOTAL questions
asked
TOTAL questions
asked score
Average:
Column B ÷ Column A
Sample Calculation
Professionalism (Respect)
Resourcefulness & Results (Excellence)
Expertise & Learning (Integrity)
Service (Compassion)
Personal Accountability (Accountability)
Other
INTERVIEW SCORE
(Enter this number
on Scorecard)
Final Interview Calculations:
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 7 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
1
Professionalism
Respect
2
Professionalism
Respect
3
Professionalism
Respect
4
Professionalism
Respect
5
Professionalism
Respect
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
Tell me about a time when you
had to deal with someone who
saw things or did things
differently than you do. What did
you say? How did you handle it?
Professional demeanor, good
communication skills, respect for
the opinions of others. Ability to
communicate in a tone that is
respectful, honest, and personal.
Ability to speak positively about
others.
How do you feel about receiving
feedback from others? What is
most challenging for you about
receiving feedback from others?
How have you overcome these
challenges?
An interest in continuously
improving his/her skills and a
positive take on feedback.
What “co-worker” behaviors have
you found tough to work with in
the past? How do you handle it
when someone is doing those
behaviors?
Willingness to acknowledge
some behaviors is frustrating,
with examples of appropriate
strategies to work with these
frustrations. Ability to speak
positively about someone even
when they are challenging to
deal with.
Tell me about a time when you
helped a coworker, either within
your department, or in another
department.
Willingness to proactively help
other team members. Ability to
work within and across
departments to achieve
organizational goals.
What do you think is the most
important condition for success in
a team-based environment? Tell
me about a time when you
contributed to strengthening a
team.
An understanding of team
dynamics and real life examples
of working together towards a
goal. An interest in contributing
to a positive workplace.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Score
Response Summary
Page 8 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
6
Professionalism
Respect
Professionalism
7
Respect
Professionalism
8
Respect
Professionalism
9
Respect
10
Professionalism
Respect
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
What have you done in a
previous job to improve the
quality of work life or to have fun
with your co-workers?
A history of enjoying work and
the people he/she works with. A
commitment to the team. Ability
to contribute to a positive and
productive work environment.
Tell me about a relationship in
your life that contains a lot of
trust. Where does the strength of
that trust come from? How could
you use your experience in that
relationship to help you build trust
with patients, families, and
internal customers?
Respect for others and an
understanding of how to apply
this to working with patients,
families, and colleagues.
Understanding of how to build
trust with others.
Tell me about a time when you
were having a really bad day or
you had a bad experience but
you still needed to work with
customers. How did you manage
it?
Ability to deliver exceptional
customer service, in spite of
personal feelings. Ability to
maintain a positive attitude.
What do you see as the positives
and negatives of working with
patients, families, and colleagues
here?
A realistic but demonstrated
interest in working with patients,
families, and coworkers. An
understanding of the healthcare
environment.
Tell me about a time when you
had to deal with a patient, family
member, or internal customer
who was difficult. What
happened, and how did you help
them?
Willingness to put the interests of
patients/families first. Ability to
overlook personal likes/dislikes
in order to serve
patients/families. Ability to listen
and show empathy. Ability to
speak positively about
patients/families, even when
they are challenging to deal with.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Score
Response Summary
Page 9 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
11
Resourcefulness
and Results
Excellence
12
Resourcefulness
and Results
Excellence
13
Resourcefulness
and Results
Excellence
14
Resourcefulness
and Results
Excellence
15
Resourcefulness
and Results
Excellence
16
Resourcefulness
and Results
Excellence
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
Tell me about a time when you
recognized a coworker’s
accomplishment or told others
about a coworker’s success.
An interest in recognizing team
successes and supporting
coworkers. Ability to
know/recognize/appreciate when
the “right behaviors” are being
done.
Tell me about a time when you
felt overwhelmed by work. What
strategies did you use to get
yourself through it?
Examples of using strategies to
get through busy times as
opposed to getting stuck and
disheartened. Ability to prioritize.
Tell me about a time when you
were in a situation that changed
suddenly or when you had to deal
with a sudden change in plans.
How did you adapt?
Flexibility/adaptability, and
positive attitude about change.
Tell me about a project (or a job
you did) that you are particularly
proud of. What about the project
(or job) was exciting or
interesting? What made the result
so effective?
Displaying a passion for finding
solutions and a talent for working
with challenges.
Can you give an example of a
task that you were responsible for
that required great attention to
detail, or where you needed to
document information? How did
you handle it?
Detail-orientation. Ability to
document information clearly.
What company do you believe
provides great service to their
customers? What do they do that
makes them so great?
Recognizing and appreciating
great customer service.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Score
Response Summary
Page 10 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
17
Expertise and
Learning
Integrity
18
Expertise and
Learning
Integrity
19
Expertise and
Learning
Integrity
20
Expertise and
Learning
Integrity
21
Expertise and
Learning
Integrity
22
Expertise and
Learning
Integrity
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
Tell me about an assignment or
project from school, work, or an
activity in which you are involved
in which you have/had a
leadership role. What are/were
you responsible for?
Leadership roles, extra-curricular
activities (student organizations,
work experience, other outside
organizations).
Tell me about a time when you
had a problem without an obvious
solution. How did you solve it?
Ability to mobilize self to deal
with problems in a constructive
way when they arise.
Tell me about a time when you
followed through on something
you had promised to do, even
though it was difficult or
inconvenient for you to do so.
Ability to follow through on
commitments – do what you say
you will do.
Tell me about a time when you
needed to accomplish a new task
that you didn't have any
experience with. How did you go
about learning what to do? What
was the result?
Being proactive in seeking
advice and/or assistance and
taking responsibility to learn
something new.
What have you learned about
your field (or area of expertise) in
the last year? What more would
you like to learn in the upcoming
year?
An interest in obtaining
knowledge above and beyond
what is required on the job. An
attitude of continuous learning.
Tell me about a person that you
really respect. What did you learn
from him/her?
A genuine interest in people and
an interest in continuous
learning.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Score
Response Summary
Page 11 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
23
Service
Compassion
24
Service
Compassion
25
Service
Compassion
26
Service
Compassion
27
Personal
Accountability
Accountability
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
What does compassion mean to
you?
An interest in being part of a
team that is providing a caring
experience to patients/families
and to colleagues – someone
who is interested in doing more
than the basics, in contributing to
something greater than him- or
herself.
Describe for me a situation when
you went beyond the call of duty
for a patient or family member.
Willingness to go above and
beyond in caring for patients and
families.
Have you worked in other jobs
where you needed to serve
customers? What types of
"customers" have you worked
with in your life? Give an example
of when you “wowed” a customer.
How did you do it?
An interest in and experience
with helping people. Pride in a
job well done. Willingness to go
above & beyond.
In your opinion, what are the
most effective ways to get to
know patients, family members,
or internal customers? How can
that help you provide them with
better service or care?
Appreciating the need to build
relationships and be hands-on in
interactions with customers.
Interest in listening to customers
and giving them his/her full
attention.
Tell me about a time when you
made a mistake. What was the
impact? What did you do to
remedy the error?
Willingness to take
accountability, integrity, and
creative problem solving.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Score
Response Summary
Page 12 of 14
INTERVIEW QUESTIONS
Scale | 5 Extremely positive (Potential ICARE Champion)
#
Competency /
ICARE Value
28
Personal
Accountability
Accountability
| 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative
Question
What to Look For
Tell me about a time when you
were at risk of missing a
deadline, or were not able to
meet a deadline. How did you
handle this situation?
Taking accountability for getting
the project back on track,
communicating and being
responsible.
29
Other
Why do you want to work for
URMC?
An interest in URMC as
evidenced by having done some
basic research on the
organization. An interest in
healthcare. An interest in caring
for people.
30
Other
Of the ICARE Experience
behaviors in the ICARE Contract,
is there one particular behavior
that you think you will really excel
at? Give me an example of when
you’ve done something similar in
the past.
Specific examples that
demonstrate an aptitude for
delivering the ICARE
Experience.
Is there one of the ICARE
behaviors that you will need to
really focus on in order to do it
consistently? What ideas would
you have for getting consistent at
that behavior?
Self-awareness. Willingness to
admit weaknesses. Strategies
for how they will improve their
ability to deliver the ICARE
Experience.
Candidate SelfAssessment
(Refer to ICARE
Contract)
31
Other
Candidate SelfAssessment
(Refer to ICARE
Contract)
Score
Response Summary
To calculate the overall Interview Score, use the Worksheet on page
2 of the Interview Scorecard
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 13 of 14
QUICK REFERENCE – URMC HIRING PROCESS*

Department works with HR Business Partner to create “Position Description” (if a new job).

Once the job description is finalized, department creates a Staff Requisition in HRMS and mails a hard copy of the requisition, with the Job Description,
to the HR Service Center. SMD or SMH Finance approval is required for all new positions in the Medical Center.

The HR Service Center posts the job online, and gives HR Liaison a folder with new job information. Hiring Right Guide link emailed to hiring supervisor.

The HR Liaison notifies the department that she has received the posting and the department may begin recruiting.

Department may choose to advertise (consult list of suggested vendors listed on our website).

Department views candidates in HRMS and dispositions them appropriately (e.g., not selected, lacks minimum qualifications, selected, etc).

Department screens, interviews, and completes reference checks (for both external & internal candidates).

Department contacts the HR Liaison with the name of the selected candidate. The HR Liaison will:
>
Review the application and resume to ensure that minimum qualifications are met.
>
Review the pay rate to ensure equity within the department (may work with the HR Business Partner).
>
Advise department when the verbal offer may be made.

Department extends verbal offer and asks the candidate to call HR Liaison.

The HR Liaison completes a criminal background check, any credentialing or licenses that may be required, ensures the I-9 process is complete,
schedules physical/drug screen if appropriate, and schedules New Hire Orientation. The HR Liaison also prepares the standard University of Rochester
offer letter which includes legally-mandated information.

Official start date needs to be mutually determined by both departments.

Please visit: Supervisor’s Guide to Hiring Process at http://www.rochester.edu/working/hr/employment.
* Contact Nancy Resseguie at [email protected] for information regarding the Nursing Hiring Process.
Hiring Right™
Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)
Page 14 of 14