Patient access: Soaring to new heights at Brooks

Submitted Photo Clarissa Abdenschein, patient access technician at Brooks’ Pain Management clinic, was recognized among the hospital’s I-CARE Ambassadors.

Now more than ever, in the face of a quickly changing health care environment, providing an exceptional patient experience is now becoming the standard of care.

This week, Brooks-TLC Hospital System, Inc. recognizes patient access professionals for their contribution to the healthcare access continuum by celebrating Patient Access Week, April 1-7.

“The first interaction patients have with the hospital most often begins with the Patient Access department, says Brooks-TLC director of Patient Access, Rose Taddio. She adds, “First impressions can set the tone for an individual’s entire hospital experience.”

Brooks and TLC look for positive representatives with a friendly demeanor when hiring. “The access team has goals centered on courtesy, communication, and helpfulness,” Taddio noted. “When people aren’t feeling well we need to be fast, accurate and, friendly. Our job is to ease their concerns in a caring and efficient manner,” she adds.

In an average day, the Patient Access Department handles a variety of requests from patients, visitors, physicians, nurses and other hospital staff.

Access staff schedule and greet patients upon arrival and also help coordinate patient transfers. Access Department staff must also be familiar with the procedures of various insurance companies. It’s a fast-paced job that requires a keen ability to multitask.

As we celebrate National Patient Access Week, we acknowledge our special goodwill ambassadors in the Access Department for setting into motion the standard of care we aspire to achieve.

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