Out In Front

Patient Access Representatives serve as first contact for patients

By Christina Wiseman, Associate Director of Communications & Advancement

When I arrived to speak with our team of Patient Access Representatives, the team that oversees the reception area of Duffy Health Center, I wasn’t sure how positive they would be feeling. Their job is challenging on a good day, but they had been displaced by water damage in the clinic for almost 2 months, exacerbating the challenges of their job.

The waiting room and reception area is the central hub of action in the health center. Behind the desk, the team of Patient Access Representatives is actively collaborating with providers and support staff across disciplines to ensure effective communication with patients. In addition to keeping daily operations on track, they are engaging stakeholders over the phone - which seems to always be ringing - assisting patients in accessing services or directing calls to other parts of the health center.

“Oh, I love my job. It’s the best job I’ve ever had! Everyone helps each other, from the doctors and nurses to the medical assistants and support staff. Once you start understanding the rapport between different patients and also between patients and different members of the Duffy team, it becomes easier.”

- Carol Almeida

On the other side of the desk, they are welcoming our patients with a calm, reassuring demeanor that reflects an understanding of the fear and anxiety many of our patients associate with entering a medical facility. They are also overseeing the waiting room, a space in the health center where, if there is going to be upheaval, it’s most likely to occur, as patients may arrive at various points of distress.

I sat down with the team and provided a brief introduction to the task at hand: we are working on our newsletter and want to feature them for the role they play in helping patients access care. Theirs is one of the most important, yet difficult, roles in the health center, and can sometimes be a thankless position. I was admittedly surprised by their responses.

Team members not pictured: Melissa Samuelrich, Barbara Silvia

“I don’t feel like our job is hard. We come in, do our jobs, and have the satisfaction of knowing that we’re helping people. We’re like a family back here - we spend so much time together that we get really close and figure out how best to work together to support the needs of the health center.”

- Alisha Garrett-Williams

“I love the pace of the work, and since I have a background in other health care settings I recognize some room for improvement in how we do things. I was drawn to Duffy for its mission, and in this role I’m able to build strong connections with our patients and become familiar with their needs. We have a great team, and we all work together to get the job done.”

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Bonnie Adkins, Front Desk Lead

“There are easy things that we can do to make patients feel welcome that mean a lot to them. Whenever I’m checking in a transgender patient, I pay special attention to identify them with their preferred name and pronouns. It makes a difference in how they feel about coming here. They tell us they feel safe here; it feels like a home to them.”

- Kathleen Oullette