Navigating Uncharted Territories

By Jack Pearce, Senior Virtual Operations Coordinator

Change is hard. When a patient, either new or returning, walks in the door the rst thing they see is an empty front desk and a computer monitor with the PTSMC logo and the question above it: “Do you have an appointment today?” The patient may think, “Hmmm...I am not so sure about this...” Then the magic happens. A Virtual PSC pops up on the screen and says, “Hi, Mrs. Jones! It’s great to see you today!” In this moment we can dispel all those uncertainties and deliver that PTSMC welcome our patients have grown to expect.

There are absolutely skeptics. Think of an example of what people were skeptical about and now can’t live without...texting? Facetime? Cell phones? Online ordering? UBER – who would get into a stranger’s car?!

Setting the Course for Smooth Sailing

When a patient calls, the VPSC describes what the patient should expect for their rst appointment: “When you come for your rst appointment, you will see a computer screen where we will get to meet for the rst time. If you tap the screen to call me, I will be able to see you and you can see me. It’s super easy and we can even help you scan in documents and take your copay. We are part of the PTSMC team. It’s pretty cool!” This allows us to give the patient a heads up about the new technology, introduce ourselves, and describe the services we provide.

It's All About the Voyage

Some patients are already nervous about going to a medical o ce, whether it is from insurance worries or just general anxiety about coming in; we want to make sure we help them no matter what it is! As Steven de Castro, Groton Partner, always says, “There is nothing special about the four walls our clinics are in. What is special is what happens within them.” One of the greatest values we can add at PTSMC and what sets us apart is the unmatched experience we deliver to our patients. With the VPSC, we deliver the same level of service our patients have come to expect at PTSMC. The VPSC team is putting the patient rst and making sure that this kiosk is another tool to help us achieve that.

CONGRATULATIONS TO AMANDA LEISS!

Jack Pearce has been promoted to Senior Virtual Operations Coordinator, a new position at PTSMC. The primary responsibility of this role currently is the rollout of our Virtual PSC program. Jack has been with PTSMC since 2013, starting in Groton when he was 16! In 2015 Jack was trained on some front desk tasks and would always jump to where the clinic needed him. Jack took a couple of breaks from PTSMC, returning in 2021 to join the Remote Authorization Team and then left and returned in 2022. When asked what keeps bringing Jack back, he quickly replied, “It’s PTSMC itself. I have never seen another medical o ce that cares about their patients and employees like the people at PTSMC. We have created an environment where everyone who’s a part of PTSMC wants to see patients get the best care they can, and it feels amazing being a part of it.”

Kristen Forster, Director of Operations commented; "Jack's enthusiasm for customer service is downright contagious! He genuinely cares about making sure every patient, sta member, and colleague has the best experience possible. When it comes to embracing new technology, Jack's approach is all about putting the customers rst. Working with Jack has been an absolute blast, and I can't wait to see where this exciting adventure takes us at PTSMC!"

Personally, Jack is super excited and is looking forward to his wedding in June 2024! Jack has set a goal to hike all 48 New Hampshire mountains that are over 4000 feet in elevation. He likes to go to New Hampshire a few times a year. He has currently hiked 15 of the 48.

Jack is most enthusiastic about two things for his new role. First, he is excited about piloting something new for PTSMC. It is uncharted territory, using technology for e ciency while ensuring that the patients still get the amazing level of care and customer service that PTSMC believes in. Second, Jack is excited for what new challenges lie ahead with this role and what it means to lead a team. Jack feels there is a lot of growth at PTSMC and has always felt pushed to be his best self and feels it’s nice knowing that everyone here has each other’s back and will help push you be the best you can be!

Congratulations to Amanda Leiss on her promotion to Patient Services Administrator. Amanda joined PTSMC Wallingford in November 2021. Amanda brought with her varied experience in service and healthcare industries; in all positions she held leadership roles.

In her new role Amanda looks forward to taking on more administrative responsibilities and assisting Director Michelle Kijewski in anything that is needed to help the clinic succeed. In addition, she hopes to get more involved in community events with PTSMC. She had so much fun at the women’s self-defense class and 5k that PTSMC Windsor recently hosted and would love to get more involved in similar future events. Amanda’s favorite thing about working in the Wallingford clinic is how well everyone works together. No matter what arises everyone works as a team and is always helping each other with a positive attitude. Amanda says, “You can almost always guarantee to see smiles and tons of laughter amongst sta and patients when you step into the gym at Wallingford. It makes for a great place to work.”

Director Michelle Kijewski is grateful for Amanda and praised her: “Amanda is incredible! She single-handedly manages the Wallingford front desk operations seamlessly. We have six clinicians, which is a lot of volume for Amanda to handle. Amanda always has a ‘great day’ at the o ce, and it is contagious to our patients and sta . I know she will de nitely continue to grow in her role as a Patient Services Administrator and help to continue our success in Wallingford.”

In the April PULSE, Amanda was the Employee Spotlight. Notably in that article, Amanda shared the story of her pet piggies! Outside of work, you can nd her running or taking a class at Orange Theory Fitness. Over Memorial Day Weekend, she participated in the Vermont City Marathon and is doing Run to Home Base in July, which she is currently raising money for. Home Base provides clinical care for veterans and their families who were impacted by the invisible wounds of war all at no out of pocket cost to them. And now that the weather is getting nicer, Amanda enjoys taking her piggies out to local breweries and seeing all the surprised looks on people’s faces when they see a pig walk!