CONGRATULATIONS TO Emily Fillion

Promoted to Senior Marketing Coordinator

Emily joined PTSMC in the summer of 2018. A graduate from Fordham University with a Bachelor of Arts in Communications, Emily spent a couple of years working for a nonpro t providing community outreach including internal and external communications, supporting website management and database maintenance. Emily also earned her Master of Science degree in Interactive Media from Quinnipiac University. Emily has been with PTSMC for over four years and has been a key driver in moving PTSMC marketing initiatives forward.

Newly anointed Director of Marketing, Maggie Olson commented, “Emily’s ‘can do’ spirit, creation of new ideas and ability to drive initiatives forward have been strong contributions to the marketing department and PTSMC.”

In Emily’s new role she will support marketing e orts by contributing to campaign planning, content creation and analysis of marketing initiatives. This includes the creation and maintenance of website content and utilizing marketing analytic tools to gather insights on campaign performance. She will be responsible for the management of social media accounts, production of organic content and analysis of organic performance. She will also lead the coordination, organization and support the promotion of planned PTSMC clinic and community events among other initiatives.

Emily is very excited to have more responsibilities as the Senior Marketing Coordinator. She looks forward to new challenges that will help her grow personally and professionally. She looks forward to taking the lead on projects and using her experience over the last 4.5 years to be successful.

In her free time, Emily enjoys working out and playing soccer and volleyball. As a personal trainer, she loves anything that has to do with tness and wellness. Emily is an avid reader and enjoy mostly fantasy, science ction, and thrillers.

Deadlines

What to Expect

By Kristen Forster, Director of Operations

What do you expect when you call or walk into a medical o ce? What is your typical experience as a patient?

When I call a medical o ce, I expect it to be di cult to get through to the right person. I expect to be put on hold. I expect they have no idea who I am. When I walk in for my appointment, I anticipate they will not even look at me when I walk up to the desk. My visit will be quick, and eventually I will get a bill.

What do you expect when you walk into a PTSMC o ce? Is that picture in your head the same?

I know mine is not. I expect people to be friendly and warm. I anticipate they will ash me a smile and let me know they will be right with me as soon as they can. When they greet me, they will use MY NAME, and they will ask how I am and about my family. I expect that PT for Life experience!

PT can be a little scary and intimidating. Some people haven’t had good experiences in the past. We need to show patients the PT for Life experience from the rst time we talk with them, before they ever walk in the door, so they know what to expect. Setting expectations for the patient experience helps di use some of the uncertainty that goes along with being a patient.

Show patients that coming to PTSMC is di erent. Simple ways to convey this message and make the patient comfortable are:

• Ask, “Have you ever had PT/OT/ST before?”

• Let them know where to park, what to wear and when to arrive.

• Ask if there is any other information they need to make it easy for them to start their journey to recovery.

• Ask them a question to get to know them better.

To continue to meet expectations and uphold the PT for Life standard, remember these principles:

• Communicate – Asking questions, listening, and repeating back information is powerful.

• Put yourself in their shoes – Imagine the experience you would want, and show up like that.

• Be consistent – Hold yourself to the standards you would expect.