Patient Access Services Rep, 12/12/20
For a Patient Access Service Representative in the Cardiology/Vascular Surgery department, all scheduling calls are urgent. Oftentimes, people can be agitated just because they have just had a bad experience with another person. When people are angry, it is helpful to be patient and to do as much as you can for them. When you answer the phone and have a bad attitude, it is not helpful to the patient. When you are happy on the phone you can feel them smile on the phone. I like to treat people the way I want to be treated. It definitely has its ups and downs, but I try my best to help people in the best way possible.
Sometimes, the patients calling have cancer or are caring for a loved one who has cancer, it can be hard to tell them about not having an appointment available ASAP. I usually just try to ask a lot of questions to ask how they are doing and making them feel heard. It is really nice to know that someone cares no matter what. When you are sick, you don't want to be transferred to ten different people, but we just try to fix it and make it as easy of a process possible.
In the beginning of the pandemic, it was difficult to get people scheduled because of the change in phone systems and how quickly everything happened. We used to not have computers or access at home, so it was an adjustment. Also, we have to now ask patients to get tested before coming in and that can be really difficult for patients who have Alzheimer’s or any other kind of disability. Although the process has become a bit more complicated, I like being home and I get to still talk to my coworkers, my friends, on phone or on Zoom. Also, it is much healthier that we are all at home and can stay safe. My son is twelve and he's online too. He's working back-and-forth with the process, too. It has been an adjustment, but we are adjusting together and staying safe together. It is just much healthier to be home and be safe. It is just the way of life right now and is the safest way.
I am used to changes, though. In the beginning of my career, we used to use paper and then the system changed. The experience of getting used to a new system was quite hectic. I often book up to eighty appointments a day.
When booking appointments during Covid-19, a patient was trying to get her heart monitor and she could not come to the hospital to pick it up. She ordered it and UPS, due to the pandemic, sent it late and it was broken. She had to return it and then she was told she was going to get another one. Unfortunately, due to the delay she had to go to the ER because of her inability to monitor herself. I followed up with her and made sure that she was seen by our doctors and checked in with her to make sure that she was okay. I made sure that she knew that I was there for her and if she needed anything she could always call. I wanted to make sure that she had someone to call and talk to especially because she had no one.
I always think that if my mom called someone and did not get the help that she needed, I would be mad. I want to make sure that I don’t do that to anyone and not make anyone angry. Even if I don’t have much time, I want to do as much as possible for whoever I am speaking to and make sure they are able to reach who they need to reach. If I can fix it, I am going to try to fix it. It might take longer, but it should be done right the first time. Sometimes patients will call and they accidentally have reached the wrong person. I try to make sure that I do whatever I am able to do — either connect them with the right office or give them the number myself — especially for patients who don’t know how to look that up themselves.
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I am glad to be a part of this union; it feels great to have someone that I can text for advice and have someone be there for us and to support us. I saw a letter from the union about letting us work from home and that is so important in case any of us gets sick at this time. The support is huge so that I can do the best at my job especially during Covid-19.
I try to let everyone around me know that they can call the union if they are having issues. It feels good to be there for other people at work and outside of work. I like to follow my heart and just do what I feel is right as a first responder. As I say, I’m Sam-I-Am. I know who I am, and I like to do what feels right.