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Medicine as it's meant to be practiced

To help us embrace “Service Excellence” and ensure we are providing a high level of customer service, we have developed the following behavioral standards:

  1. Attitude is Everything – Create a Lasting Impression. We treat every customer as if he or she is the most important person in our workplace.
  2. Thank Somebody – Reward and Recognition. Reward and recognition are central to the El Rio culture. We express gratitude and appreciation to one another.
  3. Make Words Work – Talk, Listen and Learn. The goal of communication is understanding. We must be committed to listening attentively to our customers in order to fully understand their needs.
  4. All for one, one for all – Teamwork. As El Rio Health Center employees, we are linked to one another by a common purpose; to serve our patients and our community.
  5. Make it Better – Service Recovery. When the El Rio experience doesn't go right for a customer, we pledge to make things better.
  6. Think Safe, Be Safe and Stay Safe – Safety at work. It is essential that we provide a hospitable, healing, healthy and safe environment at El Rio.
  7. Appearance Speaks. When we dress, groom and maintain our workplace with care, we show respect for our customers and give them confidence in our ability to care for them.
  8. Keep In Touch – Ease Waiting Times. Keeping our customers informed puts them and their families at ease.
  9. It's a Private Matter – Confidentiality. El Rio protects customers' confidentiality, privacy and modesty in all situations.
  10. To "E" or not to "E" – E-mail & Telephone Manners. Using e-mail may save the sender time, but may not always be the most appropriate or expedient way to communicate.
  11. Vive La Difference! – Diversity. At El Rio, we know that our differences, unique talents and varied backgrounds, come together to create a stronger whole.
  12. Get Smart – Increase Skills and Competence. El Rio is committed to helping its employees, leaders and providers learn and grow. Professional development demonstrates a desire to continually enhance the delivery of health care.


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